Virgin Active South Africa
Reviews and Complaints

What attracts me to a gym is the additional services such as the biokinetics.
At Virgin Active Vodaworld they cannot seem to retain their biokineticist. They come and go constantly. At the gym currently there is 2 very capable ladies that in my view provide a very professional service, Fika and Sandile. I was notified Sandile will not be available.

I am not sure why the Virgin Active Vodaworld battles to retain their Biokineticist staff. Furthermore the front desk staff are not very welcoming.

The equipment is so old and outdated and there is so much more potensial gor growth and health with the new equipment. we are paying more than at planet fitness, but they have newer equpment. A whole R165 more a month and on a 2 year contract where there is only 1 year.Please fix this. i mean we have had the same equioment for years. why do other virgin active clubs have newer equipment than us!Keep us at your club. Update the equipment . email:cjs.[protected]@gmail.com

Dear sir,

Independent investicagtion into a case of health and safety concern / racial bias

Hello! I’m a david boboye, the father of lola boboye of flat 48 gillfoot, hampstead road, london nw1 2jp. I hope that you and your family are doing well. I am a virgin active swiss cottage member. The reason for my writing you this letter is that I want you to intervene in a particular matter of disagreement between myself, my local virgin active gym (Virgin active swiss cottage gym o2 centre, swiss cottage, unit 2, level 1, o2 centre, 255 finchley road, 3 adamson rd, london nw3 6lu and my family.

I feel I have been unfairly treated not to talk of the unprofessional conduct of the staff and attention they have shown. My daughter was injured at the club sometime in may 2016 to which she broke her tooth and it was as a result of the staff’s negligence however, I think do much about it as it was my local club and I had a friendly relationship with the staff I didn’t want to have a reputation of the member that sued the gym. So I did nothing about it.

Fast forward 2 months later an altercation happened between myself and a lifeguard at the local club to which I expressed my displease at the staff’s rude approach toward me however to my amazement the management in particular the general manager jan smith (Who is currently denying the incident of my daughter breaking her tooth ever happened ever happened) took a view that I should be banned from the club. At the time I didn’t understand why, as I felt this was an extreme response to a simple matter. I have now recently found out that the incident that happened to my daughter in august was never reported into the accident books which I find very unprofessional as the health and safety rules state that all accidents or near misses should be reported. At this point I realised my treatment was unfair and probably done because of a cover up.

I have the prerogative of making this into a legal claim however; I want to address this in a way other than that no one experience what I have been through.
I would like you sir to get involved either personally or through a trusted assistant who will look into this objectively. I have been speaking to the martyn jones, customer service manager – family division but it’s like talking a brick wall. All I ask is that an independent review be conducted to show fairness and to confirm the date of the accidents and if I am found to be out of order then I can be excluded but until then I see this as a racial exclusion.

My contact details are as follows [protected]@gmail.com, [protected]

Sincerely,
David boboye

Good-day

last year Virgin Active had a promotion to use a Personal Trainer which I did and Marc Williams assisted me very friendly person. he showed me around and his system wans't working for us to do my sessions. so I told him that I'm available on Mondays and Fridays for sessions, he never responded on my whatsapps and then finally I asked him to refund me and he told me there's no refund something I wasn't even told from the beginning.

So I said to him I'm still available for Mondays and Fridays and still no response as he had told me previously that he's got clients those days. so eventually I said ok then i'll give it to my friend who goes frequently to the gym now he says the sessions have expired. My concern is that I was never told about all these things and only when I want my refund it's a problem. his name is Marc Williams and works for Virgin Active in Centurion, your assistance will be greatly appreciated.

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Oct 21, 2016
4 days ago
Virgin Active South Africa 3.8
Fitness & Health
Disgusting client service
by anon2 14
I started receiving text messages informing me of debt l had run up. This months after l cancelled my account.

Just over 2 years ago l was pregnant with my last child, we were moving house and my husband lived out of town during the week. This left me home alone fending for two kids and readying myself for the 3rd. There was no time in my world for a gym contract so l called in to serve my notice and cancel accordingly.

For months everything was fine or so l thought. I even changed bank accounts moving debit orders with no evidence of gym fees on my account.

All of sudden - out of nowhere. Out pops messages asking me to trim my Virgin Active debt. WHAT DEBT? The cancelled contract that's over two years cancelled?

Best of all is that l have not had any feedback on the query l have made as to what the hell is going on, what debt?

Then to top it all off, the audacity, l receive a message to say l "despite our agreement, no payment has been made". What agreement, what freaking payment.

How can we have reached agreement when no one has yet explained to me why l am still linked to Virgin Active after termination of contract.

I cannot and will not be held accountable for something l no longer own.

Where in my life with 3 children and insane work hours do you think lm going to manage to fit in gym contract?

Before threatening me and suggesting we have an agreement, kindly confirm why we are even connected and during which dream did l make agreements with people l dont have a relationship with for years now!

I am extremely irrated and definitely not a happy ex-client. I would love to know who is going to fix this mess as lm sure my credit record must look extremely colourful with what l refer to as BS!

Anxiously awaiting the solution to this mess that lm convinced lm bearing the brunt of!

I am Dhrumit Patel I went to Virgin Active ( Millpark ) on 26th of September to get some information to join the club . The consultant name was ( Bruce ) who was helping me out so ( Bruce ) convince me and talking big big things to join the club very same day. So I did join !
So the consultant asking me about my banking details, I said to him no I will pay cash I don't want any Debit order, he said no I just want because it's a procedure to fill all information
we will not debit your account you can pay cash every month. So I gave my account details.
Next day he was forcing me to bring my friends so he can get his benefits HE SAID THAT TO ME
I said I will try to bring...”””” Lucky I never bring anyone…..””””
On 28th of September I received text from Virgin Active It's says...
( " Hi Dhrumit, just a friendly reminder that your monthly virgin active debit order of R350.00 will run on 1st October 2016 " )...
I was shock and surprise I went to ( Bruce ) same day I asked him what is this he said no this is nothing just a reminder, , I said ok then next day 29th of September same text came on my cellphone I asked him what is this happening I told you I don't want any debit order he said don't worry just pay cash I said ok...
On the 1st of October I pay cash R350.00 on reception I got the slip also, , ,
Then I was checking my bank statement on 7th of October 2016 I saw virgin active debit R350.00 I was shock same time I call ( Bruce ) and asked why you put me on debit order he don't want to talk to me disconnect my call...
So this people is robbing the customers and not giving proper information when we joining the club.
This is so unprofessional and I consider this as stealing! I am very upset.
I don’t want to go anymore to Virgin Active.
This is all truth what I said...

I am tiffany erasmus an I have cancelled my virgin active account end of september and even paid a cancellation fee! After confirming that it was cancelled, this month a debit order went off again! This is so unprofessional and I consider this as stealing! I am very upset. We get no accounts, no explanations. This is unexplainable. I am a client at virgin active potchefstroom and used the call centre where my account was 'closed'. I dont know the name of the male that assisted me, but I know the call are recordered so I am insisting that you send me a copy and go through this, as if I am not going to get my money back, I will take this to my laywer as fraud.

Good day

I am totally unhappy at virgin active berea, I have submitted complaints on various occasions but have not received feedback.

The manager mr lingum harassed and provoked me for making a sound with my 40kg dumbells which I didnt even slam, upon ignoring his side comments he had the arrogance to say "listen here my boy do you know who I am", a statement he made to a 48 year old club member, upon raising my disgust to this comment he suspends me a day later, with no help no feedback from the regional manager the suspension still holds

First off. I am completely taken aback by the fact that such a huge cooperation does not have any place for their customers to vent their frustration. An Issue I feel needs to be addressed.

The problem at hand, however, is that a month ago I decided to cancel my gym contract with a different provider and go back to Virgin as the Virgin Active was closer to my place of work. Something I am deeply regretting.
On September the 5th I received an email from an extremely helpful and kind sales person. She gave me a break down of the different option as well as the costs... I have been told that the joining fee for a discovery member is, "R1450+140 card fee =R1590 for your activation fee this is a once off fee" I would like to inform Virgin Active that a new card at the banks with a chip is cheaper than this. Then a joining fee of 1450? The total cost of R1590 is equivalent to a full year membership at Virgin Active on Discovery.

Your competitors charge the following: R249 per month (No discount. I.E Discovery/Momentum) No contract needed. And a joining fee of R250. The only difference between the two of you is they have no pool.

To place the cherry on top, as the main member with discovery you will have to pay this joining fee and pay a monthly fee of R135. As a dependent (18 years and older) you will have to pay the same amount and have a higher monthly fee. This means that REGARDLESS of whether you are a student or not you will need to pay this disgustingly exorbitant fee.

This is daylight robbery at its finest! Please elaborate on how this seems acceptable to you?

Regards,
Genevieve Barnard.

Total incompetence and negligence of admin of DeinfernDeinfern Virgin Active
During the first week of August me and my family joined Virgin Active in Deinfern
My membership was processed fine, but it took 3 weeks to process my son’s application. I was wasting hours on a phone, sending e-mail, submitting docs and going there personally. Only after the pressure from my side it was resolved.
During all this time I was also questioning my wife’s membership as I hadn’t received a confirmation of that. Each time I was getting an answer that it’s done and sorted
And now it appears that application also not processed
Negligence and incompetence is shocking.
In which way my costs for re-joining, monthly fees will be compensated?
I was charged twice for full amount and lost applicable discounts. Also incurred indirect costs as calls, time and fuel.
Pavel Akimov, [protected]

I joined in 2010, they told me I had some money outstanding, because it was on my ex-husbands name they told me not to worry. I then got a contract for 2 years with no problems at all. I wanted to rejoin again in 2016 and this time they told me to pay the money that was on my ex-husband name R2150.00. Why was if not told to me in 2010 when I joined first, but they allowed me a contract for 2 years?
My current husband and his mom has cancelled there membership because of this unfair treatment.

Lydia [protected]

I came in to gym at virgin active red in Braamfontein, and the staff members came to only me and started shouting at me about taking a picture of my girlfriend at gym, he said I can't do that. I asked him if those were the rules and if I signed for that in my contract . He said yes and I asked him for a copy of my contact to see where that is stated, I didn't get what I requested, all I got was more shouting in front of all other members, which left me embarrassed and angry, I can't believe that this is the way a number one rated gym treated their members. I'm extremely disgusted with the treatment. This needs to change!.

I signed up a few days ago and really excited, however I did not know that there was a virgin active in Long street so I have been emailing every single day for the branch in Foreshore where I signed up to change my membership to the one in long street or at least change my membership so that I am able to go to any branch but FOUR DAYS LATER and numerous emails asking for this AND NO RESPONSE! What made me even more livid today is that when I signed up I was told the first debit would be September 1st, which worked for me because I get paid the 15th every month THEN THIS MORNING on August the 2nd THE LAST OF MY MONEY gets debited! An of course NO RESPONSE from ANY EMAIL I sent. I haven't even started at the gym yet and already the service is disgusting and I am so fed up already

So today I tried to change my membership to a different gym, I was told my account was in arrears which I was unaware of as I haven't gone to gym in over two years as I thought my contract has expired? Yet after getting off of the phone now I was told that I have to pay my back draft event thought I have pretty much donated R420 for the last 24 months equating to R10080. I have basically been told I should contact them when my contract is up? I haven't been notified of my contract expiring nor that it goes month to month automatically. I would much rather giver R420 a month to someone who needs it and will use it than let virgin rob me of my money. After contacting a consultant I was told "that's how it is" Virgin Active need to stop being so money hungry and make sure there actually customers are happy.

In February of 2016 I opened a contract at virgin Active through my discovery vitality account, after resigning from my job in end of April, I contacted virgin active's head office to cancel my contract, they agreed to let me pay the full cancelation fee of R650.00 end of JUNE. payed the amount then they said now that I must still pay R1600, 00!

On Thursday, 07 July 2016 (at about 16:30) my husband dropped our 7 year old son (who is a club v-max member), and my 3 year old daughter (ad hoc member whom he pays for at each visit) to Club V-Max like he usually does when he works out.

On his way home, the kids told him that an angry lady kicked my 3 year old daughter out of the (active) class because she did not want to participate. "She told (my daughter) to GET OUT!" My 7-year old said "That's not how adults are supposed to treat children" "How could she be so rude to my sister, she's only 3 years old" "I don't ever want to go back there again". Needless to say both kids were quite distraught and by the time they got home they were both in tears.

I called the duty manager, who listened to my complaint, but never once apologized. He merely promised to speak to the club manager in the morning and get back to me.

I am extremely upset by all of this and demand that action be taken, as nothing gives an adult the right to bully little kids! If you are given the privilege to supervise kids, then you should be properly trained and equipped to handle small children!

My husband has since gone to the club to get to the bottom of this and to demand that this bully apologise to my daughter, but they refused to call her to the office, and merely said they would get Stephanie to handle this and get back to us. This is UNACCEPTABLE!

Good day

I wish to log a complaint regarding Virgin Active, My son was granted a 12 month contract at a period while he was on a learnership contract which only lasted for 3 months. I cannot understand how credit was granted to a person who does not have employment. Client is unemployed and the full balance of the contract is due and payable. According to Virgin Active they don't need to verify employment and they do not need to verify affordability (to confirm if the debtor will be able to repay). This is not according to legislation and they need to advise how a contract was granted to a debtor who cannot repay the debt. Their contract does not stipulate where and how complaints should be dealt with. No employment details or income and expenses were required. If it was done, the debtor would not have qualified for this contract. How can this contract be enforceable if this provider did not do their credit checks?

The details of the agreement are as follows:

Geran Louw, id [protected].

My husband & son have been clients of virgin active in sunward. When my husband lost his job, he bought the two contracts and paid all the money requested. I only discovered now in april that the company has been deducting r395.00 since last year. I called in on the 12th of april 2016 and a lady by the name of siya was so professional and very helpful. She advised me to email evidence of slips indicating that the contract was bought. On the 13th of april 2016, I scanned and emailed the slips as advised. The same day I received an email from inshaaf and he / she acknowledged the receipt of the email and promised on the same email that the money owed will reflect i'm my account within 5 to 10 working days. Was given the following case no - case: 9fsodu, ticket: lzkayj. The money should have deposited by 28 april 2016. Later that day, on realising that no money was transferred in my account, I sent an email to be updated on what is happening, I did not get any response. On the 1st of may, I sent another email for an update, an agent by the name of ferouz responded indicating that inshaar is not available and that he will investigate and come back to me. To date no one came back to me. On 4 may 2016, I called in and was told by the agent that he will tell inshaaf to call me, he / she did not call. Yesterday, 5 may 2016 I called again and the agent told me it's not possible to talk to inshaaf as he does not know in which department he / she is in and that he will send him / her message to call me. I did not receive any call or email from anyone. I am being convinced that their service is very bad. Can I please be refunded what is owed to me.

I signed a contract end of January 2016. There was a lot of confusion as I signed up for Keyfit, however I was on both Keyfit and Vitality. I cancelled Vitality so I could gain the full benefits of Keyfit. So far I have probably signed about 4 contracts and each one expires. The monthly debit order that I sign for on the last contract has never come off, my original contract amount comes off which I have now put a stop order on. We are now sitting in May and once again the last contract I signed has expired...upon entering the gym, they had to get authorisation for me and my kids to get access, saying it is an admin issue.

I NEVER get feedback. I have turned blue in the face from complaining to the sales rep Rico and the admin lady Candy. There is always a he said she said and they blame each other. There is absolutely no communication and I find it very poor customer service and honestly pure laziness from all parties. I have called in once again to complain and still awaiting feedback. I will never refer VA Sunningdale to anyone. If only Mr Branson knew how his staff in SA is throwing his hard worked name down the drain...

In december 2014 I went in to sign a membership with a sales rep called "jesse", at the steenberg virgin active in cape town.
I wanted a membership type that I could use at any time and at any club, as I am a chef and work irregular hours. To my belief I signed for this type of membership and I have been using the gym at any time I like, until today, I received an email saying that I have a "student limited membership" and that as of the 1st of may my contract will be increased to double the amount if I wish to use the gym at anytime.
I never would have signed for a limited contracted.
In my contract, under membership type, all it says is "student". When reading this contract before signing it how was I supposed to recognize when reading "student" that I was signing for a limited account - which I never would have done!?
The sales rep and I never even discussed the limited membership option. I told him what I wanted and he told me how much I would pay and that was that. Now, almost a year and a half down the line I am expected to just upgrade and pay more?
I phoned the steenberg club to find that jesse does not work there, but I spoke to the current sales rep, and no one will take responsibility for this situation and all they do is repeat "sorry mam, jesse has left the company and what you have to do mam is upgrade your membership".
Thank you for your help virgin!
This is not right.