Virgin Active South Africa
Reviews and Complaints

I lodged a complaint and claim with Tristan Pretorius [Operations Manager Cape Gate] and Wiaan van Jaarsveld [General Manager] on 28 February 2023 and to date not received any correspondence or refund.

I have followed up on numerous occasions with no feedback.

I find this service extremely poor and the whole experience a disappointment.

Please provide me with an email address to which i can forward all the correspondence.

Background:

I attended gym at Cape Gate VA on Wednesday, 15th of Feb at +- 17h20.

I locked all my belongings in a locker and proceeded to exercise. My cellphone was in the locker and I was wearing my watch.

At 18h30 I returned to the changing rooms and placed my watch in my bag together with my other items.

I locked my bag with items in the locker with a combination lock and proceeded to use the steam room for +-10min and took a shower.

On returning to the cloak room I noticed my lock was missing and checked the locker and my bag.

Both my cellphone and watch were missing, My car keys were left in my bag.

I mentioned the incident to a gentleman next to me who confirmed there was a “big gentleman” hanging around that side of the lockers just before the incident.

I immediately reported the matter to reception and asked to check the CCTV cameras. I had no description of the person. To date I have had no feedback on the CCTV search.

I believe I did everything possible to ensure my belongings were secure and locked away.

I do believe that Virgin Active could have and can do more to ensure members safety and security of belongings i.e. as mentioned, employee security within the cloak rooms.

Virgin Active South Africa Management

Subject: Urgent Complaint Regarding Lack of Response and Ongoing Issues with Membership

Dear Sir/Madam,

I hope this letter finds you in good health and high spirits. I am writing to express my deep disappointment and frustration with the lack of response and ongoing issues we have been experiencing with our membership at Virgin Active Ballito. Despite sending two previous requests for assistance, dated June 14, 2023, and receiving no help or acknowledgement to date (as of June 29, 2023), I find it necessary to escalate this matter to ensure a resolution is reached.

I would like to draw your attention to my initial email, sent on June 14, 2023, which outlined the multiple problems we have encountered. As a reminder, our family's membership details are as follows:

Vivian Naidoo:

Kathleen Spencer:

Michelangelo Spencer:

Zachariah Naidoo:

Mia Naidoo:

Mya Naidoo: I

Our disappointments began soon after our enrollment on November 30, 2022, when we were promised gym bags that were never received. This misrepresentation by a terminated employee set the tone for subsequent issues and left us questioning the integrity of Virgin Active Ballito.

Further complications arose in February 2023 when it was discovered that my twin daughters, Mia and Mya, were not registered and their membership cards were rendered invalid. This administrative error was directly caused by the mishandling of paperwork by the same employee who had misrepresented the gym bags issue. This confusion resulted in repeated visits and interactions with various employees, wasting valuable time and causing unnecessary stress.

After finally re-enrolling our daughters, we faced the same problem in March, when their information was once again not captured due to a system crash. Despite receiving new cards and attending the gym for over a month, their memberships were again invalidated. This recurring issue has not only caused immense frustration but has also disrupted our family's routine and affected our ability to utilize the gym facilities together.

To add to our disappointment, the phone call I had with a representative from your head office in April 2023, where assurances were given that the matter would be resolved, has yielded no progress. The promised WhatsApp communication to move forward never materialized, and despite waiting patiently for a month for any form of feedback, none was provided. A subsequent inquiry in mid-May 2023 led to an apology, citing technical difficulties and promises of better staff and an improved app, but the problems persist.

The ongoing issues have also had a significant impact on my eldest son, Michelangelo, who has been unable to make use of the gym facilities due to the necessity of staying home and caring for his younger sisters. This limitation has further inconvenienced our family and limited the benefits we initially sought from our membership.

Considering the extent of these recurring issues, the inconvenience caused to our family, and the lack of progress or communication, I regrettably find myself with no alternative but to request written confirmation of the cancellation of all our contracts with Virgin Active Ballito. Alternatively, I propose that Mia and Mya's memberships be backdated to November 30, 2022, to align with the rest of our family. Additionally, I kindly request the provision of the promised gym bags as initially offered.

I urge you to take immediate action to resolve this

Good day,

I was on a month-to-month membership of Virgin Active (Greenacres, PE) and cancelled my membership telephonically on 4 May 2023, at 11:09, with Tasneem who confirmed by membership would expire end May and no further debit orders would be applicable. I later received a survey call asking why I was leaving - so in good faith I assumed cancellation had been processed. I have done a recon of my bank statements in transferring funds to cover debit orders for end June/1 July and note that R670 was debited (and then returned, owing to insufficient funds on that account) on 1 June 2023. NO DEBIT ORDER SHOULD HAVE BEEN PASSED.

I phoned now and spoke to Velelwa - she said most of management was unavailable and she would have to escalate. She noted my membership cancellation was recorded on the old system but not on the new.

I need assurance TODAY that my membership is duly cancelled AND that no debit order will be attempted on 30 June or 1 July - if a d/order is attempted, it will result in other debit orders bouncing and have an adverse impact on my credit score and security, and I will hold you responsible for that.

Please call me on [protected] and confirm also via email on Nicholas.[protected]@fnb.co.za. Please note I expect an answer before COB today.

Regards

Nicholas Mitchell

ID [protected]

I was informed in March 2023 that my contract is coming to an end and I need to inform virgin active if i will be continuing on a month to month basis or end the contract completely at the end of March 2023.

I went on the SA website and stated that i need to end my contract and how should i go about it.

no response.

I messaged my sales rep in Windhoek and he gave me an email address, I also informed him that I end my membership as stated.

I got no reply on my email.

I called Virgin active Maerua mall, got finance email address and attached my correspondence and once again stated that i need to cancel my contract.

No reply.

My fee has been deducted now for 2 months and no one gets back to me.

Absolutely appalling service!

On the 20/06/2023 at 11:55 am I made a call to an available representative to freeze my account as I am moving cities. I was on the call for 1 whole hour and 7 minutes waiting in the line and being continuously being put on hold and when I finally got to the consultant who could assist me with freezing my account the phone was dropped after I had eventually given them my details. I left with no resolution after waiting for 1 hour and 7 minutes to get assistance of freezing my account.

Today is the last day I can freeze my account and it is extremely not considerate to drop a phone call after waiting for 1 hour and 7 minutes on a phone call to get assistance during a business day. I have a busy afternoon today and do I now have to wait an additional 1 hour plus to just freeze my membership?

Even as we speak I've been in the call for 20 minutes and I'm still so far in the line after I had already went through this whole waiting period.

I had a 2 year contract with Virgin Active that was supposed to end in April. I moved away from the gym for work and asked them to freeze my contract until April until it ends. They said they could freeze it until the 28th of February which meant they will take R58 each frozen month, thereafter I would have to freeze the account again. On 1 December 2022 they took R59 but in January they took R320. I queried them on email and they said it was a mistake they only had to take R58, so the rest of the amount will be credited for the rest of my installments. In February they took nothing. In March they again overcharged me and took R128. I asked them over email many many times if my contract will end in April and no more debit orders will be taken, no one answered me. I will attach screenshots of the emails. In April they took R320. In May they took R420. I reversed these 2 debit orders. My contract was supposed to be done and debit orders had to have stopped by then. No one answered my many emails about my queries. I also phoned and asked them to make sure that my contract is over, 2 people told me that it is canceled. Today on the 1st of June they took 2 debit orders from me. R329 and R410. I phone into accounts and a very rude lady told me that my account is still active and no one has ended it. She told me that management will be in contact with me. And she assured me that I am in the wrong and apparently I have to pay a high cancelation fee even though my contract has ended in April, I told her no one told me I have to pay a cancelation fee and I've asked many times if my contract will end in April, she told me that it was not anyones responsibility to inform me of that as it was in my contract. Even though I've sent numerous emails asking about it. No one has gotten back to me or helped me at all. This is the worst customer helpline I have ever dealt with. If it comes to money and debit orders just know that you will not be helped and you will be charged unnecessary charges.

Tramshed-Good Evening Morris

Could you please address this issue of loud music at Tramshed in the afternoon. I have raised this concern on several occasions with your staff members. This week I have complained twice, subsequently I had to ask Johnny to intervene.

I feel like we are being disrespected. This is a gym not not a shebeen. We have to scream at one another just to communicate. This is barbaric. Can you kindly ensure that this does not happen again. This noise is destructive to our eardrums. We bring our headsets but still can't hear our own music.

Regards

Charlie

Good day complaining of unlawful and fraud that virgin active is doing to us I have Payed full 3 month money but I haven't used the gym because of I was working far away from my home town.

So now on my cancelation of membership, then I was asked to pay another two month in advance as the cancelation fee.

Please virgin active management could you please stop abusing your client and try to work with us

I am requesting my refund and the cancelation fee I don't have problem with it

I've tried getting hold of the accounts department for two days on every social media network Virgin Active has. I've been told they would contact me and finally a call was made at 1pm on the 2nd day after too many messages to mention had been sent telling me their manager would contact me. I am still waiting. No contact has been made from Facebook, Twitter, emails, Instagram. I'm appalled from this service and can't wait to cancel my membership and see why so many people are doing the same and complaining.

Virgin Active

Complaints department

CANCELLATION OF HI-LO IMPACT CLASS ON WEDNESDAYS AT 18HOO WITH VUYO

This complaint is lodge on behalf of the members that attends the above-mentioned class at Virgin Active Kimberley on a regular basis. Please refer to attached signed petition by members.

The above-mentioned class had been cancelled without any proper consultation with the members that attends the class. We, the members that attended this class, does so for specific reasons and there’s no alternative class that we can attends. The Hi-Lo Impact class is being replaced by a Zumba class that none of us are interested in attending. The members had signed a petition and submit it to management of the Kimberley Virgin Active, but our complaint was just ignored. The Zumba class is currently running on Thursdays at 18h00, and the instructor, Colette is insisting on moving it to Wednesdays. They are refusing to consult with the members of the HI-Lo class, they walked into our class and just announced that there will no longer be a HI-Lo class and that she's doing Zumba from 3rd of May 2023.

After COVID, the number of classes had already been reduced dramatically. This makes it difficult for working members that works until 5 pm every day to utilise the benefits that we are entitled to as members. The attitude of management seems to be that members must just accept and make use of what they think they wants to offer to Virgin Active members without consulting members.

As paid members we feel that the service and benefits that we are receiving is not value for money.

Regards

Members of Virgin Active Kimberley

PS Wilma Van Wyk - [protected]

Hi,

On Thursday, April 27th, I visited two VA outlets with the intention of signing up and was turned away unless I wrote my ID number in their guest book.

This book lies in the reception area where any of their staff (or anyone else for that matter) could access it. It contains other people's personal information that anyone else would access if they were cunning enough to do so.

As someone who is still dealing with the repercussions of identity theft, I completed all other info and then expressed my discomfort on providing my ID number.

Receptionist responds "well then I can't let you in". Disappointing that she couldn't even feign interest in why. I then advised that I will try another branch and her colleague burst out in laughter.

Different approach at 2nd branch, I explained up front that I have concerns providing my ID number as I have had a bad experience from doing so in the past, she too responds, "well then you can't come in because we'll fail audit."

I asked if there was an alternative option such as online booking, she said no. I then left.

Here's my question: Why do you need my full ID number when all I am doing is viewing your branch? In an age where fraud and theft prevails, how do you justify forcing prospective members to give personal data in such a careless manner and having no regard for the concerns that are then raised?

The attitude displayed by your staff showed a lack of care.

So disappointing.

Christopher Smith

Smiffco.[protected]@gmail.com

Intensity# on contract VA-[protected]

Date groined Nov 30, 2023

I going back in November, I paid in full for 1 year on Black Friday special. 1 year all locations included. From the day I goined I have been stopped time and time again. I have explain my situation. I have email and promises that my account will be fixed . To no avail. I believe I should be refunded my money back and discontinue my services. It’s been 6 month with promises. I’m tired of being stopped it’s time consuming and embarrassing.

I called virgin active at around 16:30 on [protected] to query my account and I was attended to by a rude individual by the name of Jenette whose listening skills are questionable, she continuously spoke over me without even giving me a chance to explain my query, I latter on asked to speak to someone else that is willing to assist as she sounded rude and undermining, she then dropped the call on me which I found very Insulting. I have been a virgin active customer for more than 10 years, I have recommended many of my colleagues and friends to take up membership and I really felt that Janets behavior was a spit in my face, I do not think that her behavior represented what your company stands for and especially in a client facing or client liaison role. I would suggest more training for her as such behavior could potentially cost you clientele.

That being said I would like to thank Noxolo for finally assisting with my query after I called back her professionalism and patients is highly appreciated.

Thank you

Good day

I joined Virgin Active in the Bryan Park shopping centre in December of 2022 on the basis that the monthly membership fee would mostly be covered by Discovery Vitality.

Discovery then cancelled my Vitality and the Virgin Active membership could not be activated. I had unfortunately paid an activation fee to the club prior to Discovery having cancelled my Vitality.

Staff at the club have confirmed that the membership was never activated due to the aforesaid reason and that I would be refunded the activation fee. I have, since the 06th of Feb 2023, been attempting to have the Club refund the activation fee.

In the latter regard, I have been in contact with a certain Diovano and Zanele employed by the Club on at least 4 occasions. Zanele had twice advised me over the telephone that the refund would ensue, but it's been 8 weeks since the Club's first confirmations were communicated and to date, nothing has been refunded to my account.

Regards,

Tarnesh Hope Hing

[protected]

My husband has been dealing with a retentions consultant since the 29th November 2022. We started by asking for our membership to be cancelled, he then offered us to stay on for 3 months at a 50% discount. We did not accept this offer and requested him to cancel the membership again on the 31st December via email. He did not cancel the membership and we were debited. My husband then requested that the membership be cancelled again on the 12th January. Again, we were debited for Feb. He spoke to a call centre agent on the 2nd March again to query why we have been debited after requesting that our membership be cancelled on several occasions. We asked him to send us an email confirming that our membership has been cancelled however he did not. My account was then debited again. I then sent an email to the call centre to see if we could resolve this issue with them & they have just ignored my emails. How do we get this situation resolved?

On 23 March 2023 I went to Meyersdal Virgin Active after almost a month. I went to shower and put on my belongings in the locker. When I got back I noticed that my cellphone was missing. I went to the reception and reported that matter to them.

They did not even looked shocked or even took a statement they just asked me where it was and carried on with their duties.

I am totally shocked by the way they handled the matter. And the fact that no one even noticed what happened. They have people cleaning the bathroom permanently it does not make sense.

I will most definitely cancel my membership with virgin active.

This is not the first incident at that gym but it does not seem like they are doing anything about it

It is so uncomfortable, disturbing and ridiculously unhygienic to have people bring their Muthis (African Medicine) in the gym and be allowed to use it In the Sona and by the showers. So Grose and disturbing. I see this a lot in KZN Pietermaritzburg. Virgin Active find a way to stop this before you loose a lot of clients including myself. and put rules by the changing rooms.

I called Virgin Active the end of Jan 23, to cancel my membership with immediate effective. They agreed to cancel the membership. 2 months after the cancellation they are still deducting monthly installments with no explanation. We i call them you will wait for hours for a consultant you will only transfer you to another consultant. Then instead of helping they just drop the phone. Then you have to call back and wait in the que for hours again, only for them to drop your call.

This is unacceptable by virgin active, Can they please cancel my member

I have logged quite a few submissions under the " manage my subscription" tab on the website, it states they will contact me shortly but until today I haven't received one phone call.

I contacted the customer services number a few times also, only to be in a long que. Eventually I got through to an assistant, I explained my circumstances and he said how I should work in future and great I have one person that can and will assist me, BUT I have submitted several emails to him as he has instructed me to do but no feedback whatsoever! And because of this poor follow up I am forced to close down my membership!

To whom it may concern:

As a long time Virgin Active client, I am extremely disappointed – in fact, I am furious. This is not the first time I have highlighted an issue at Polokwane’s Virgin Active at Thornhill. Nothing concrete was done at the time, and now matters have deteriorated even more. We receive no joy from the Manager about issues brought to his attention.

We pay a premium for service and certainly have (basic) expectations. This means that equipment must be in perfect condition and in working order! You advertise “world class facilities and equipment” after all.
The following are the serious problems at Thornhill Virgin Active:

1. WATT BIKES – they are never serviced. They are constantly broken. They are never calibrated. I could not record points to Discovery yesterday because the onboard computer does not work!
2. STEPPING MACHINES – one machine has been broken for a year. The second one freezes. I have been reporting this for over a year, but to no avail.
3. ROWING MACHINES – From an initial 4, we are now down to 2. Is this the policy? Do you simply remove broken equipment, never to replace it?
4. WEIGHT/RESISTANCE MACHINES – There are a number which have been faulty for a very long time.
5. CIRCUIT – for some reason, this has been completely removed.
6. INSTRUCTORS – there are no instructors to advise or guide new clients. The only instructors visible are busy with personal training. I constantly see new clients left to their own devices. This is dangerous practice.
7. CLEANERS – The cleaners have been seen playing on the gym equipment during peak hours. In addition to this, on several occasions, between 17h00 and 19h00, the cleaners decide to wash down the entire floor of the locker rooms making it impossible to use these facilities. Surely this should be done at the quietest time of the day, not the busiest?
8. HYGIENE/CLEANLINESS- clients are left to use the equipment without towels. This is unsanitary and makes it unpleasant for the next person. It is a basic requirement, and it is the staff’s duty to ensure that this is done. No one at this gym checks on anything.

Like many other people, I follow a training programme. I cannot upload workouts to PEAK TRAINING, or I cannot do the required workout simply because Virgin Thornhill ‘s is this negligent with its equipment.
I have now been pushed to the point that I am going to consider other avenues like publicising this below par service on social media. Is this really the accepted norm for Virgin Active? Surely you have a reputation to upkeep? At Thornhill Virgin it certainly feels that paying clients certainly do not matter at all.

I trust that I will shortly receive feedback on how these matters are going to be attended to.
Regards
Michael Wood