Virgin Active South Africa
Reviews and Complaints

I would like to bring up an issue I had with Virgin Active. In the last week of October 2017, I visited Virgin Actcive Cascades branch with the intention of joining the gym. I was handed over to a sale representative by the name of Rishal. He seemed very helpful and offered me a month free at the club. I was awaiting my Multiply membership approval from my Momentum Medical Aid so that I could utilise the gym. I explained this to Rishal. He suggested that I sign up immediately with one contract instead of waiting for my Multiply benefit to become effective. He claimed that I would be able to have one month free from Virgin Active if I signed up immediately. He requested that I come through on the first of November 2017 and that he will change the contract to the Multiply. I was extremely sceptical about this. I asked him repeatedly if he was sure that there would be no transactions on my account. He reassured me that there would be none. I still remained a bit concerned, however, I often hear offers from Virgin Active to get the first month free so I thought it must be part of that offer. Another thing that concerned me was that I did not have my bank account number. Rishal offered to walk me across to the Cascades Centre to obtain my bank statement. However, I brushed this off thinking that he is just enthusiastic and passionate about his job.

On the 30 October 2017, I received an sms from Virgin Active telling me that they would be taking R650 form my account. I immediately called Rishal. He confirmed that this was an error and that it would not happen. I visited the club that day and I spoke to Rishal again and I was reassured that nothing of the sort would happen. On the 1 November 2017, I was notified that R650 was removed from my account via sms from my bank. I contacted Rishal. He reassured me it was a mistake. I went to the gym on numerous occasions and called repeatedly since then and I was always told the same thing, that the matter would be resolved and that I would be contacted shortly. Well, the matter was never resolved and I was never contacted. On one occasion, I attended the gym and spoke to someone by the name of Zinhle. She confirmed she would resolve the matter. She requested to just see the lines on my statement showing that the money was removed from my account. I showed it to her on my cell phone and I screen shot and sent her the image via email. She also promised to call me back and never did. I did see Rishal and Zinhle during the festive period. Rishal tried to show me where the refund had been done, but there was no line on the system described as a refund. Rishal found this unsettling and could not explain it to me. I then received an email from Zinhle stating that the money had been paid back into my account and that I should check with my bank. At this point I had lost all patience. I sent through a very unhappy email to Zinhle expressing my dissatisfaction.

I was then called a few days later by an extremely rude finance manager. I do not remember her name. That is probably because she caught me in the middle of an importance conference call and I was extremely busy. Her tone was rude and disrespectful. She basically told me that if I did not do what she asked, ie provide the club with the full statement for the month of November, that she will not assist me further. I asked why I should be providing my statement. Surely me paying money and Virgin Active receiving money is a two way transaction? Was it not possible for them to access the information and there side and prove that they had in fact received funds from my account? After a very long and heated discussion, I realised that I would get nowhere with her. I requested to speak to the branch manager. Even then, she seemed insistent on arguing. I refused to continue the conversation and requested that the manager contact me. I then returned to my conference call.

A few hours later, the manager(Mr Justin Woolven) called me back. He stated the same thing that the finance manager stated. I was highly irritated. After a long time on the phone, I was not able to resolve anything. I told the manager that I have sent through the screen shot of a part of my bank statement. He insisted that in order to assist me, he would have to see the full statement. I expressed my unhappiness on sending through my entire bank statement to resolve this matter. I asked the manager to assess the payments from his side. He stated that there was no way of doing this. He said he cannot approach "Virgin Active PTY LTD South Africa" to request to see the transactions. That sounds ridiculous to me. Is it possible that you have to contact Virgin Active South Africa to query a small transaction in the Cascades branch in the small town of Pietermaritzburg?

Any way a whole lot of promises were made by the manager. All I wanted was a meeting with the Regional Manager or at least the contact details. Eventually, he began alluding to the fact that he needed proof of the transaction and made me feel like I possibly and being dishonest and perhaps trying to rip-off Virgin Active for a measly R650. I then asked him not to worry about the R650. I told him that I am willing to write off that amount just for an opportunity to discuss my matter with the Regional Manager. My issue was more with the disinterested, nonchalant, rude and disrespectful manner in which I was spoken to and dealt with. He confirmed that the only way he would allow me to have the details of the Regional manager will be by forwarding the statement. I did this on the 04 December 2017. I have emailed almost daily since then. Still I have had no interaction with the Regional Manager. I then receive an email form Mr Justin Woolven in response to my email in which I requested feedback. He offered me a Virgin Active bag to compensate me for all that I had been through. This was really offensive! The same complimentary bag that all new members receive. The same bag that was given to me 3 months ago when I joined the gym! He has the audacity to offer that to me! All I want is to meet the regional manager. He is welcome to keep the bag he is offering me, the R650 and the bag I received in October. Honestly, I do not wish to affiliate myself with the Virgin Active brand at all currently.

As it stands, R650 was taken from me in October. I have seen my file on the system which Rishal showed to me. My name comes up as an "arrears "account. This is very concerning for me. It is well known that arrears accounts affects credit ratings and I am currently in the process of purchasing property. It took Virgin Active 3 months to get back to me over a simple query and this was only after repeatedly requesting assistance. I have been treated disrespectfully. There has been a complete lack of customer care. The manager has made a commitment to get me in contact with the Regional manager upon receipt of my full bank statement(which I was extremely uncomfortable sharing) and to this date I have not received a refund and I have not been able to make any contact with the Regional manager.

I cannot being to explain how frustrated I am with Virgin Active Cascades. It is no wonder that most people at the gym have been talking of not renewing contracts in anticipation of the new club Fitness opening down the road.

Please can someone assist me in this matter.

Regards
Anjori

Goody Ms. Markham and to whom it may concern,

First of all I WAS pleased with the services provided by your institution, up to a point.

I would like to do an enquiry on my account. I have sent multiple emails cancelling my membership. And multiple times my correspondent in South Africa has called and gone to the Kimberley branch in person to cancel my membership. I have spoken to everybody from accounting to Headquarters in Cape Town, and no one nowhere seems to know how to assist me with my predicament.

Today, especially, I regret even signing up to join Virgin Active. I have been completely and utterly humiliated in my attempts to rectify the problem of canceling my membership. I was threatened with a collection agency that wanted money for outstanding membership fees and cancellation fees etc.. What a disgrace by your whole organization to imply that I pay for a service that I clearly did not even receive.

So I ask of you how many more times do I have to call and how many more times do I have to, electronically, request to be called back? Why do Virgin Active simply seem to ignore me?

I want to cancel my membership PLEASE.

I do not expect to be charged any more fees (other than the cancellation fees, according to the contract that I signed) since I clearly did not receive such a service and I do not expect another department or another email address to contact. You are the manager of the branch that I attended and you shall be the person that I want to resolve this matter for me.

I have copied my legal adviser's on this matter since I am not in the country to respond.

Have a good day.

From a displeased, loyal member

On the 30/12/2017, My self and my son was at the gym, swimming. But as we entered my son card it shows he is not register. This is been happening ever since I joined the gym I kept on asking the consulatant to phone me to corectifi it, I even send emails to get this correct, but no one assist me. The told me my sons details were wrong. So on the 30/12/2017 the very young manager came to the pool area and infront of all the other clients he treated me disrespectfull saying I need to come and full in all the paper work again, so I asked him why the day I joined I gave everything they made copies and I paid over +/- over R1300. I told him I moved and I did not have the papers close by. He told me aswell the member that signed me on does not work their anymore and he cant get my file!after a few minutes he came back to the pool once again infront of all the clients he told me that I must pay for my son. I told hime but why over 5 months time they only tell me this no that I have to pay R170 for activations for is card. I told him why the day I signed on my must I pay now if it was done the day I joined. I made me felt like a liare and a theft, and that my contrubutions to virgin active is nothing because I have discovery vitality. I got very angry, so he told me I must leave his gym.
I want a refund on my membership and I want ot cancel my gym membership and I will not pay for cancellation, and I don't want anything to do with virgin active again. This is the worst customer service I have ever expserienced.

On 2017/12/21 at 06:00 there was an issue with the parking as per usual. The parking ticket doesnt want to validate at virgin hatfield. A member of staff was very rude. Told me to go sort it out with the ticket office downstairs. I couldnt find the people working with Karabo's parking validation. Told the member of staff i am struggling. She didnt assist and laughed at me. I called the manager and the manager assisted me kindly.

The ladies name at hatfield gym that treats customers rude is Ms " Kobejane".She was being sarcastic and laughed when i asked for her name and said "can i spell it for you". I dont appreciate this type of behaviour.

This gym is being run very poorly. Spinning bikes upstairs are not working and on a previous occasion I inidcated to staff the saddle of the one bike and the paddles of the other bike is faulty and once again staff thought this was funny. Bikes are still not fixed.

Please sort out virgin active hatfield!

I was attending the spinning class this morning 14 December 2017 at 5H15 at the Virgin active Gym in Vanderbijlpark. I was sitting at the back of the class as usual enjoying the class. After the class the instructor Elista work to me and said to me: She would appreciate it if I do not undress her 14 year old child with my eyes. Who can an instructor of Virgin Active wrongly accused me of such bad behavior, this is an enormous insult to me and my character. I can not believe she can make such accusations and conclusions.

Date: 07/12/2017
Client No: [protected]
Client: Robyn Speelman
Title: Customer Service Resolution Specialist

Description:
I was contacted by Virgin Active Vitality and asked to re-join the group as I was a member since 1998 by Saaed. We discussed telephonically that they would offer me a service at a rate of R 117.50 pm when he initially made contact with me in September 28, 2017, provided I visit the gym before end of September (3 days) at least 7 times. I told him this is a little unreasonable at the time as we are left with 3 /4 days. He was supposed to provide me with an email stating the t's and c's but never did so as they had problems with their system. He never made contact with me ever again, and I tried calling him, to no avail. The matter was then escalated to Jason Jonathan and Dave Luis. Dave Luis assisted me and I was only granted access in the middle of October, and debited with and amount of R 117.50. I informed them that I have joined Planet Fitness, as I was not at all satisfied with the service level of VA and also waited for an emailing stating the t's and c's. Never received to date. On 1 December 2017 I was debited with an amount of R 237.50 an no one informed me prior to this why this would be the case. I made contact with Jason and David, and was asked by Jason for a paper trail as he did not have any. Robyn Speelman (Customer Service Resolution Specialist) then sent me a very arrogant email stating that I did not abide by the amount of club visits as set out in their t's & c's (which i to date never received), and therefore they have increased my monthly debit order (without notice) with R 120.00 at random which is the rate of a National Contract I had in place previously. Her approach and service is appalling for someone in her capacity and they are in breach of their agreement by not providing me with info at hand before the time, stating what the t's and c's are/were at the time. VA has changed there attitude and has no customer service level whatsoever. David who was the only one who assisted me at the time, has subsequently resigned. The staff turnover in VA is another problem, as you never end up speaking to the same person. Robyn called on Friday and left a snotty voice message and to which I will not even respond as I do not wish to speak to someone on that level. My problem is; I have had mayor concerns with VA (racist, service etc.) in the past and they obviously are not willing to improve on this service levels. I need a resolution on the way forward as I will not be dictated to by VA in terms of how many times I should visit the club when I am currently a member of Planet Fitness due to their arrogance and attitude until such time as they (VA) can prove to me that their service level has improved. I have lodged a complaint with Discovery Vitality informing them to review the status of membership on board level and to remove the VA Group from their system as they are damaging the Discovery brand. No matter who or where you complain to no one (social media, email, customer service level) at VA takes anything seriously and you keep on being passed from one arrogant staff member to another. At Planet Fitness, it is a breeze to excersize as the staff are friendly, the music is decent, and they treat you like a human being & client. Which is what it should be like when you go to gym. You should not be stopped at the front door, denied access, be yelled at by a jnr staff member in front of other staff and members as if you are a minor or entering illegally. The VA group and its staff is over-rated, and they are extremely arrogant in their way and should be removed from Discovery Vitality in its totality. Being a member of the group since 1998 to date has changed (for the worst) on every single facet. As a Director of my own companies, I never treat any of my clients the way I have been treated by the VA Group and the staff on ALL levels.

Today, 6 December 2017 i received an email at 14:45 stating that my Virgin Active Gym membership is in arrears of R77 for my son who is 9.. I immediately dialed the 0860 number at 14:46 as i was shocked that my son who is 9 has to pay . we are Discovery members and our contract was with the kids free till 18. I was on for 8mins 51 secs, placed on hold by the first person, then answered by a second placed on hold and transferred or something to a 3rd! having to explain all 3 times over again and then for the 3rd person to behave as if she was doing me a favour. i asked her to have some call me within 30mins who can explain intelligently the reason behind the unexplained arrears and why i wasn't communicated of the changes. it is now 15:46 no one has called. yet again Virgin Active behaves unethically, Someone needs to answer why I'm being charged as arrears for a bill that i haven't been made aware of or signed for. this is thievish behavior on the part of a company that professes to be so efficient. I do not want to talk to any ill advised call centre agent . this is outragiously disappointing. Their email of arrears was sent out and my response cant be handled with urgency. Shocking disregard for clients. Just another example of the big companies exploiting clients. I know the calls are recorded ..listen to it and can you truly answer that the agent Nalebi handled the call has she should have. She pretended not to hear me! Disgusting!

My original complaint was logged on 24 Oct 2017 which to date has not been resolved!

I received a call at 09h30 from a Justin today who promised to call me back at 10h00, and I have received no call since and it is now past 12h00. Today is the last day that I will struggle to try and get this resolved by you. I am now taking this further.

I refuse to speak to anyone but a Director who can resolve this once and for all as clearly both me and my boyfriend (Jerome), who tried to help me resolve this whilst I was on training, are being taken for a ride by Virgin Active!

Multiple phone calls were made AT OUR COST to you in vain! You make promises to call back over this past month and a half and DON'T. Not only have you Andile and Justin been breaking promises, you are also making false promises, and still this has not been resolved. All this is happening while you are deducting R575.00 for the past two months for a service I do not even want to use any more. This is how disgusted I am and I am not a person like this to complain. This is not like me and you are forcing me to behave like this! I have been completely put off from even going to your gym because of your horrible and disgusting behaviour and TERRIBLE service towards me. I cannot take this anymore.

Again Andile you are still asking to meet with me. I DO NOT WANT TO EVEN SPEAK TO YOU! Not after the way you have treated myself and Jerome.

I told you, I do not have an option to visit your gym (ARE YOU NOT LISTENING)! Not after all your promises and lies!

Look at the attachments how many times we have tried to speak to you, even your manager (whoever that is) made promises to call back at certain times and did not. making us wait week after week.

WHAT TYPE OF BUSINESS IS VIRGIN ACTIVE RUNNING! Where is the customer service!?

We call, you either not there or at the club, but clearly you don't want to take our calls. Also, you made promises to Jerome and when he questioned your manager on this, the manager couldn't even answer him. He immediately cut Jerome off from querying this and ended the call. You told Jerome that there will be no sign on fee for vitality from 2018 and that you are looking to give me a month off and then I will be able to link my vitality at no cost. IS THIS LIES TOO!? Just like you omitted to tell me that I have to pay over R1800 to link my vitality to get the second month free and discounted virgin active fees in my e-mail below. It was a Vitality day at my work where you sold me the product and when I asked you if there are any fees, the only logical reason you would omit this from me was to make the sale. And don't tell me you don't get commission, your company gets another customer.

NOW you have deducted over R1000 from my bank account for fees I never originally agreed to.

Your response, a pathetic one month free! What is that to me after all this. The stress and indignities myself and Jerome have had to endure and the waiting and waiting and still nothing! If you calculate the one month free you offer on vitality that would be around R143.75. HOW MUCH HAVE WE ALREADY PAID IN TRYING TO RESOLVE THIS VIA CALLS AND EMAILS AND THE DEBIT ORDERS GOING OFF MY ACCOUNT (R1150) AND YOU STILL WANT ME TO PAY A FEE I WAS NEVER ADVISED ABOUT BY YOU (over R1800) AND NOW I AM ALSO PAYING DISCOVERY VITALITY FEES WHEN I ONLY ACTIVATED IT TO GET THE VIRGIN ACTIVE DISCOUNT and Second month free!

Jerome has been an active member of your organisation for so many years and I was going to follow suite with him but no longer!

I gave you my condition for retaining me as a customer in my previous e-mails to you. You told me no. You could of at least offered me virgin subscription to the value of R1800.00 (12 months free at R143.75) if you say I have to pay the R1800 over to discovery to make up for this complete disgraceful treatment and behaviour.

BUT Cleary customer service is nowhere to be found from the consultants to management in Virgin Active. You people disgust me. NOW I want my debit orders refunded to me, and I want the contract cancelled with immediate effect. I will not be bullied by you anymore!

I now know that Virgin Active does not care about their customers! And Viano, did you even follow through to see if this was resolved or did you pass the buck and forget about this complaint!

I have worked in customer care for 12 years and have never seen such bad service as this.

If I do not get a response and conclusion to this by end of business today I am taking this further!

Regards

Kristel Christensen

I have 2 emails to send that have been sent to the Steenberg Gym. Please supply an email address.

Dr Albri and his wife are Germans who have been attending your Gym for 15 years or more and recently saw a gentleman with myself present as I am a friend and agreed on a contract where they have membership suspended whilst they are overseas. If not mistaken they paid nearly R6000 each for this deal as it was cheaper than one off membership when they visited, You will see the records for years and although this was requested was never sent.

They have now been advised that they never took this option and Virgin will not believe them and the consultant who admitted in front of us had slipped up as the Germans were never told to send an email to suspend membership and if they now want to use the Gym they would need to pay again. This is really unacceptable and needs to be rectified immediately. They leave again 10 December till Jan 2018

On the 19th of October 2017, at the Rosebank Virgin Active, a member claimed that he OVERHEARD ME mention " Rosebank Virgin Active is becoming a gay gym as men are wearing tights and claims that I was aggressive towards him."

Myself and my training partner were training at the Rosebank Virgin Active gym. On that day we were training legs and moved around a lot, from the far side of the gym, close to the windows, to where the squat racks are. As we wanted to do some leg press, we saw that both the machines were occupied. We approached both the people on the said machines and asked how long they would be so that we could wait to use the machine. Once they told us that they would be there a while, we left and moved on to the Smith Machine to do our squats.

Whilst we were busy with our workout, the "Captain" of the club approached me stating that someone has lodged a complaint against me. This shocked me and my training partner, as we had absolutely no clue what he was talking about, or what the complaint was, as we had NO interaction or altercation with anyone during our entire workout.

When I asked the Captain what was this all about, he stated that the person lodging the complaint "OVERHEARD" our conversation (between my training partner and myself), and took offence to it. I told him how ridiculous this actually was and asked him to verify with the complainant if I have ever spoken to them directly regarding their complaint. He, the Captain, was taken aback when he had realised that there was absolutely NO conversation between myself and the complainant. I mentioned to him that this was an invasion of MY privacy (eavesdropping on a private conversation) and then concocting some false accusation against me.

I mentioned to the Captain that I was not entertaining any of this, that the complainant had NO proof on his accusation, and then the Captain went to the complainant to verify my statement, that myself and the complainant had absolutely NO conversation. Thereafter, we continued with our workout.

All of the above was then proven by CCTV evidence that Grant (Club Manager) said he saw. "

During our meeting (Grant and myself) we discussed the matter and I stated my case to him, giving him scenarios of people chatting with each other, and someone overhearing bits of the conversation, and how it could be totally misinterpreted.

I also mentioned to Grant that many of the Rosebank regulars complained about the Old Eds people, and wished that that they could leave and go back to Old Eds. How do I know if the complainant was not one of them and by creating this accusation, have me banned from Rosebank, or worse, from Virgin Active totally. If not, then I would have a blemish to my name, and in the future the complainant could get a friend of theirs to lodge another complaint against me, based on NOTHING, and before you know it, I am banned from the gym.

Subsequently, I have been informed that based on the word of one member, and without any witnesses (Yet I have a witness, the person working out with me) and without a shred of evidence from the accuser, i have been banned/sespended from Rosebank Virgin Active for a period of 3 months.

It is now evident that a member can get banned/suspended from a Virgin Active club by simply having any other member make any accusations against any the member, without an ounce of proof.

Virgin Active cannot protect me or any other member against such vile and malicious behaviour from some of their vindictive club members.

This is absolutely ridiculous as video footage confirm my statement of events, but yet Virgin Active confirm that I was in breach of the clubs rules and regulations.

So if anyone dislikes another member of Virgin Active, just state that you OVERHEARD them saying anything, an that offended you, and that member, without even realising it, will be banned or suspended from the club.
NO EVIDENCE OR WITNESSES REQUIRED.

Surprised and Disgusted with how Virgin Active makes and takes decisions on issues that could affect a members reputation and enjoyment at their health clubs.

I set my policy up in May and the offer at the time was R500 cashback. I haven't received this and keep chasing it up weekly with the club. The first manager who was dealing with it moved to the Gateway branch. The second manager is now on sick leave for a month and the person ( can't call him a manager as his attitude, professionalism and manners are something I've never witnessed before) can't/won't deal with it. 7 months later I'm still waiting for it - why?

I am currently paying for a professional coach to teach my child swimming techniques at Virgin Active Menlyn in the big pool, whereby I am also paying Virgin Active to make use of this service. Therefore I am paying double for a service. My daughter has been swimming at this club for more than 3 years.

About two weeks ago I was informed that my daughter is not allowed to take part in her swimming lesson if I am not sitting at the pool. First of all, why am I paying an instructor to teach my child if I have to make sure she is safe while swimming.

I do not see why this makes sense at all. For instance, it is not required of the parent to be inside the vehicle while the child is getting a driver's lesson. Is this not why we pay professionals?

This means that I am not allowed to gym while my daughter is getting her professional swimming lesson. I am currently paying for a service (gym fees for myself as well) which I am not allowed to use.

I do understand that there are small children that a being taught "how to swim" in the small pool, but how does that relate at all to the fact that my 11 year old is not allowed to swim in the big pool with a professional instructor without me being present? Again...this is a service which we are paying for...therefore it is the instructor's responsibility to make sure our children is safe while swimming.

I have contacted Planet Fitness to check their rules and regulations. They confirmed that the parents are allowed to train while the children have a swimming lesson.

I believe Planet Fitness is also a partner of Discovery.
This matter will be taken up with Discovery.

Regards
Mary'Lee Wilson

Hi My name is Clifford Dome, my membership card # is [protected]. I am based at the Sandton club. I am disgusted with the service I have received from the club lately. On Thursday I went on the club as usual left my gym bag in the locker and with a padlock on. I went to work so I'd take the bag later on my way home as it is convenient for me to do so. I am working for Nedbank just few blocks away from the gym. Unfortunately we had a water crisis at work of which were advised to go and work from home. I went home and I remembered on my way that I forgot to fetch my gym bag however I thought well it's in the locker with a padlock on and can always go get it the following day. I went there on Friday afternoon the 24th of Nov around 3pm.When I got to the locker the padlock must have been broken because it wasn't there and neither was my bag there. I asked the guy that normally cleans there he said I must check at the reception because about 3 padlocks that where left the overnight where clamped and the bags in the lockers taken to the storeroom. At the reception I spoke with Gontse he asked what was in the bag and what colour it was he went to fetch it for me it was the right bag with all the contents still there except my black n white size 7 Puma sneakers. My toiletry bag, my towel, gym waiste belt, white tshirt and gloves were still there. I enquired about that he asked me to come with to check in the storeroom there was nothing he said that he and whoever he was with did check and there were no sneakers in my bag.We went back to reception were he called the person to verify if he had seen the sneakers or not don't know what the person at the other end of the phone said but when he dropped the phone Gontse said according to the person there was no sneakers however they will call me if they mysteriously reappear. What i totally find strange in all this is they said they checked the bag and how is that eveything else is there apart from the sneakers of which I am 100% sure where there. The sad part is that within the space of 6months it's a second time losing my sneakers. The first time it happened it was my Adidas sneakers just about 6 months ago because I was never really sure where I had lost them so I never followed up on this because then I realised just a day after when I was home that my sneakers were gone. Even then I did enquire at the reception of which I was taken to the storeroom to check with the staff member and i was not lucky to find them till to date. This time I am sure the sneakers where there and they mysteriously disappeared. This is just beyond me and I am extremely disgusted and frustrated by all of this because within the space of 6 months it's the second time I am losing my sneakers under strange circumstances. As such I suggest someone does something about this as a matter of urgency as failure to do so I will be left with no other choice but to take this matter further wether go the CPA route, ombuds, media or any other legal route in my disposal. I personally do not want it to go down that route I just want what is mine back. I think that someone shouldn't have broken my padlock if there is a lack of honesty and integrity amongst the staffmembers because I am convinced if I went to the locker with that padlock still intact I will still have my sneakers. I am hoping to get feedback in this matter soon and finding an acceptable resolution to this unfortunate event. My Contact details are as follows:
From an extremely unhappy client...
[protected]
[protected]
[protected]@nedbank.co.za

COMPLAINT :WEDNESDAY NIGHT 15/11/17 - VA ROOIHUISKRAAL
STICKING TO A TIMETABLE
As many previous times - the boxing class that is scheduled untill 18.30, exceeds their timelimit. Tonight was nothing different. The instructor looked at the door, and I showed him my watch. This was 18.30. He just shook his head and his class continued. When the people left, I went to him and asked him to please stick to the timetable. He said I shouldn't complain to him - his class started late and so he will finish on his time. Then Michelle (instructor and attending the stepclass as well), had to go to reception to ASK that cleaning staff must assist to dry the floors before we can start. Only after they finished we could try and start the class. We started about 15 minutes late. Which resulted in the next class also starting late. (Why must a gym member ASK for someone to actually pitch and do the job he/she is paid for?)

AVAILABILITY OF STEPS
We had half the members in class. (The stepclasses are always full.) Why? Some ladies had to leave because there were no steps available. They were scattered all over the gym - surely it is part of the jobdescription of VA-staff to return equipment to where it should be? One of the ladies observed that some of the staff were busy on their cellphones, rather than seeing to it that the SCHEDULED stepclass have the equipment they need. Another trip to reception then, to ask for assistance. (As far as I know, staff is not allowed to be busy on cellphones during shifts…)

AIRCON
The aircon was not working. The class was very hot and humid - not a healthy situation at all. ANOTHER trip to reception. The explanation? ‘it is because we leave the door open'. Excuse me.. it is here where I wondered if we are on the same planet? We left the door open because it got impossible to breath. The MOD (Thebogo) then called maintenance to look at the aircon. (Shouldn't it be working without asking?). At one stage she said the aircon is not working because there were 60 people in the boxing class, and it ‘was too much so that's why the aircon is not working'. Yet again - is there no limit or rules regarding how many people allowed in a class? (Old ancient topic at RHK club.)

MUSIC IN STUDIO 1
Again - week after week we all complain about the music system. Most of the classes I attent - the instructor will apologise before the class start about the quality of the music. Not one instructor - ALL OF THEM. Please check this with instructors like Michelle, Sandiso, and Alasdair. When I mentioned this to the MOD - she had a walk through the class, and her conclusion was that ‘Alasdair was turning the volume up too high'. Again - are we on the same planet? I didn't realise you employ sound engineers as well! We are not talking about a small radio in an office - these systems are suppose to handle the volume. There were times when instructors wanted to stop the class because it is impossible to keep any rhytm/stay on a beat. WHEN WILL THIS BE ADRESSED?
I asked the MOD to phone Cobus. There were not one unhappy member - ALL OF US are unhappy. Apparently Cobus must not be disturbed… While I was speaking to her - Yes, WHILE ! - she was busy texting on her cell. I asked her what she was doing, and she said that they have a MOD group, and she is telling them on the group that there are problems. I don't care how and when they are informed - surely not while someone is speaking to her?! The ridiculousness of the excuses and explanations is really something to be laughed about, and does not say a lot about the standard in VA ROOIHUISKRAAL. But please do not take my word for it - speak to the instructors and other members attending.
The only reason I am still at VA RHK - is the instructors. Special thanks to all of them. They are getting the blame for VA RHK poor manangement ( as Alasdair was blamed tonight for too loud music…) - but still try to keep members happy, although none of this are in their hands. The captain of this sinking Titanic must either show up and DO SOMETHING, or maybe should admit this is too big for him and leave the ship before it really sinks.
I am hoping that someone, somewhere at Virgin Active can actually do something about this. I am waiting for your reply - or some answers that actually makes sense!
LOUISA VAN COPPENHAGEN
[protected]

I went to the club for gym this morning around 09:35 at Virgin Active Sandton CBD (13/11/2017 . I done with the gym around 11:40 . My bag was in number 6 men's locker, I found that our bags for me and my colleague were moved the way we leave them. Without noticing, I took my bag without checking. As I got to the shops, I found my money was gone .(I had R400 in the wallet and R200 was stolen). I went back to the club and one the staff member told me that its difficult to tress the matter because I didn't lock my locker. With anger I left the club without any solution. What makes me angry was, there are cameras in the club so what was difficult for the guy to check who stole my money or else its an inside job, the staff member is using other people to take the people valuables? . Those question do rise.
Now I need to know the solution to the matter because I pay to gym not for my money to be stolen. Can I have the matter dealt with and get the feedback. I am even thinking of cancelling the contract for we not protected and safe.

To whom it may concern:

Date: 08/11/2017
Facility : Virgin Active Mitchell' Plain

My 11 year old daughter was playing games on the computer at your Mitchell's Plain facilities when a pop-up appears, which was porn. She tried to closed it but unfortunately pressed the open button. One of the employees at the reception desk saw what was happening and instead of removing my daughter from the computer, shouted in a very loud voice for everyone in that area to hear, at my child, for watching porn, and caused my already distressed daughter more embarrassment. This is a area which parents leave their children to play games while they working out, kids much younger then mine.

1. Why is the computers not set up to prevent kids getting exposed to porn at your facilities.
2. Why was my daughter treated the way she was after being exposed to something as disgusting as porn on your facilities.
3. Why have the management of said facilities not contacted me back with regards to the incident after a called & went in personally to lay a complaint

Await somebody's response in this matter

Joe-Anne Marcus

I registered for a yoga essentials course at virgin active steenberg for R700. I was informed on the day the course was supposed to begin that the steenberg course has been cancelled because only 5 people are attending. I am not allowed to attend the same course that is running at virgin active constantia because I am a club member not premier. I am very disapointed that the course has been cancelled at such a late stage and I am very disappointed in virgin active for not allowing me to attend 6 sessions of a paid up course at constantia just because I am not a premier member.

My name is Ntombenhle. I was at Jabulani Mall Virgin Active Red on the 04 November 2017 Time 07 :25. I wanted to join the gym and when I got there there was a gentleman working on his desktop he told me to press a buzzer for someone to help me. I did that and this lady came & I told her I wanted to join. This happened around 07: 30 so told me to wait two minutes she will coma back and I waited for 15 minutes and went back to this gentleman I can see from where I was standing. he told me to press a buzzer again... Really? So he was not willing to help me from the run around I experienced. From where I was, the was an office kinda place where I can see 4 people inside dat office. Including the 2 working outside this office but there was no one to help me even if is to tell me to wait more minutes. At 08:15 I decided to leave without joining. This is one shocking service ive ever experienced. Seem like they just didn't care

Membership number: [protected]

I just received a call from one of you call centre agents stating that i owe you 390 odd rands, then i ask her how does that even happen as i have a 24 month contract for R350? She states that my monthly payment is to increase as it is stated on my contract. Asking her if she has my contract where ever she is as she is stating that so confidently? With out really listening to me but rather hearing me she responds in a condescending tone that "it is stated in your contract" and asks if she should send me my contract. I have stated to here that i have a copy of my contract and what i am asking her is that is she looking at a copy of my contract? This went on as she's telling me "what she know" disregard what i am asking her.

I ask to speak to a supervisor and she tells me that there are no supervisors available at the moment and they will call me back on monday. I work in a call centre, how does it even happen that you have agents scheduled to work and no one there to supervise them? Totally unacceptable, it doesn't even make sense.

My contract states that "if" my membership would be increased i would be "notified in writing" now if i am not notified the assumption would be that there won't be an increase. And i would be given an opportunity to cancel (20 days written notice to you) off which that again i wasn't given an opportunity to do as there was no notice in writing or even a verbal notice from Virgin Active regarding my supposed increase.

Due process wasn't followed and now I'm subjected to rude and unprofessional consultants that don't seem to know what customer service is.

Lefa Letsoalo

[protected]

Its quite a concern to have been a member of your Club from 2010 and when I rejoin after a cooling off period of a year.I am told to bring the bag which was a promotional item I wasnt even aware of when I rejoined the gym.It would have been more appreciated if my concern of the absence of assessment was addressed or an an alternative in gym offered to track my progress.
I had written as my concern before i left the gym last time i was there and no follow up to date
My name is Vuyiswa Mayezana and number is