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Virgin Active South Africa
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1.2 592 Reviews

Virgin Active South Africa Complaints Summary

23 Resolved
568 Unresolved
Our verdict: If considering services from Virgin Active South Africa with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Virgin Active South Africa reviews & complaints 592

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Newest Virgin Active South Africa reviews & complaints

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12:10 pm EDT
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Virgin Active South Africa disgusting service

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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!

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4:50 am EDT

Virgin Active South Africa scam and lies

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...

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10:08 pm EDT
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Virgin Active South Africa cancelled

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.

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6:46 am EDT

Virgin Active South Africa against mr lingum (manager)

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

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5:38 am EDT
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Virgin Active South Africa exorbitant joining fees

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.

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3:20 am EDT
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Virgin Active South Africa membership not processed for a month

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]

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3:26 am EDT

Virgin Active South Africa rejoining problems

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]

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5:12 am EDT

Virgin Active South Africa poor customer service

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!.

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12:51 am EDT

Virgin Active South Africa service

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

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3:33 am EDT
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Virgin Active South Africa gym

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.

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Vusimuzi
, US
Sep 08, 2016 1:37 pm EDT

I, agree with u, im facing the same problem. If i knew i wouldn't have joined virgin active

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11:49 pm EDT

Virgin Active South Africa contract cancellation

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!

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3:08 am EDT
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Virgin Active South Africa club v attendant bullies 3 year old child

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!

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Wine Is Good
Wine Is Good
, US
Jul 08, 2016 7:28 am EDT

Unless you call the police and file a report, you have no right to confront the employee or be present during any reprimanding. That is the law.

While I agree that people who manage kids should be respectful to them, I also agree that children also have a responsibility, and since you were not present, nor was your husband, you only have your 7 year old's version. I have a 3 year old grandchild. You can not question a 3 year old. Their attention span and memory is not reliable. What you need to do is ask if there are security cameras in place, and whether any caregiver is certified and vetted before you drop your kids off to strangers in a gym.

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7:34 am EDT

Virgin Active South Africa reckless credit granting

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].

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9:42 pm EDT

Virgin Active South Africa bad service

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.

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Leaven
, ZA
Jun 10, 2016 1:10 am EDT

We had a similar experience My husband is an Engineer and lost his job. We negotiated a stop payment for 3 months/moved provinces and once my husband was employed again we decided for various reasons to terminate (including that Virgin Active Milnerton Cape Town is just to far to travel to every day), so we negotiated a settlement figure with a lady from accounts (apparently Virgin Active Head Offivce) in order for our membership/contract to be cancelled (we negotiated to pay it off in 2 payments). Unfortunately (for us) this agent also sounded uber friendly so we didn't take her name/details, It sounded like a done deal. She'll take R1900 the first month for my husband's membership (to be cancelled) and the following month R1900 to settle/terminate my membership. My husband's R1900 was deducted (as she promised) but since then 4 months later is has been short of a nightmare to deal with this matter. We get phone calls for people firstly who should not even deal with public as they barely able to hold a decent conversation (they rude, use bad grammar, very arrogant) and secondly they unethical. Month after month we told the " friendly lady" never made a note of the second R1900 on the system. Often I'd be driving when they phone, so not able to take down notes but I trust/hope that the matter will be fixed, only to find a few days later ( even though we paid R1900 to settle my husband's account) that R350 was deducted from our banking account. And when you phone in they will deny having had a conversation. Instead they will say the R350 is for my husband 's account that was not settled and also my membership that is in arrears (and insist that I must now pay R1300 PLUS R1900 inspite of being given a settlement figures). We get calls all the time, same rudeness, same incompotence month after month and month after month we keep asking them to deduct the settlement amounts ONLY and month after month R350 is deducted. Virgin active in our opinion has never been a flagship facility and it comes as no surprise if one sees what sort of people they employ. Really a disgrace to have had to dealings with this group, from accounts to their unhygienic facilities

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3:58 am EDT
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Virgin Active South Africa service

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...

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6:44 am EDT
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Virgin Active South Africa customer service and product

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.

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11:50 pm EDT
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Virgin Active South Africa gym membership - restrictions

In March 2015 we took out membership for my son who had just turned 18 and therefore now had to have his own separate gym membership. We took out a Student Premier gym membership and we were clearly told that this meant he had access to any gym club at any time of the day. There were no restrictions to his gym access. We were very clear with the consultant that we wanted a gym membership that would allow my son access to any gym at any time of the day with no restrictions. The consultant assured us that the gym membership we were signing up for operated with no restrictions. He has been going to gym with no problems at various gyms and at various times of the day since then.

Last week Monday, 4th April 2016 he went to a Virgin Gym in Pretoria at 5 am and was not allowed access to the gym. He was told he was on a limited students gym membership which allows him access to gym only at off-peak hours. This was never the condition of the gym membership that we signed up for or that we agreed to.
I immediately called your head office, spoke to a consultant and to a manager. I also emailed the copy of the contract which clearly states it is a STUDENT PREMIER and the block PREMIER is ticked ...the OFF PEAK BOX is not ticked. I have continued to call Virgin head office to speak to the manager regarding their progress in resolving this issue several times during last week. I have also spoken to the Manager at the club that signed us up, he promised to call me by Friday lunch time to give me further feedback on the matter which he never did. It is now a week later and the matter has still not been resolved. I have continued to call for feedback and progress all of last week, no-one from virgin has ever called back to give me progress report or feedback.

I would really appreciate this matter being given urgent attention and being resolved TODAY.

I would appreciate

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3:41 am EDT
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Virgin Active South Africa customer care and no value for members / unethical behaviour

Centurion Management has started to give tickets for the Kick Class, because the class is too full and for Safe and Healthy reasons. This was introduce 1st of March 2016 - only 52 members per class (52 Tickets), however after the 52 members were inside the class, more members were allow in the past 3 weeks . Including the Saturday class, but yesterday was a different story all together with no communication.
We were turn back @ the 11th hour & told that an emergency decision was taken by Safe &Healthy
Quoting one of the Manager Janine "This is my club " You will follow the rules, - I don't care what you say about the other clubs, "As members we said 52 is a small number rather 70 and have an online booking.

What I experienced yesterday was unprofessional, very poor customer service and an arrogant manager. Most Club have the Ticket System and we do welcome it because the amount of members allowed is reasonable . Virgin Active Centurion is inconsistent and does not value their members. (Especially when a Manager can tell members I do not care this is my CLUB.

Very disappointed!

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2:31 am EST

Virgin Active South Africa incorrect billing and deduction, refuse to give feedback or refund

Various communication to virgin active regarding cancellation when consultant handled conversion from vitality to multiply, confirmation that my family won't be joining, and still deduct money from my account (Again today after clear communication and complaints). A fee is being deducted for a cancelled vitality membership since oct 2015?

My contact number is [protected]

The official letter of complaint can't be added to this mail and I can forward the relevant communication to you.

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1:27 am EST
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Virgin Active South Africa incorrect advertising

I joined the virgin active group whilst they had a promotion on that you would receive an adidas voucher to the value of r999 if you visited the gym 26x by the end of november, if you were a discovery life member the voucher would be r1350.
I received the voucher and logged on to place my order in the basket. Whilst in the checking out basket it told me that the voucher was r999. Now the only way to check out is that you have to put your credit card details in so they can deduct the monies and then proceed to check out. Very clever, I sent 2 mails to virgin active customer care - no reply. I sent an email to adidas customer care, no reply. If the money is deducted off my credit card there will be a lot of noise, I am wanting someone to get on top of this and rectify the problem immediately. But who do you contact when you try and no one comes back to you?

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Virgin Active South Africa In-depth Review

Facilities:

The gym equipment at Virgin Active South Africa is top-notch, with a wide variety of machines and weights to cater to all fitness levels and goals. The facilities are always clean and well-maintained, ensuring a pleasant workout experience. Amenities such as showers, lockers, and changing rooms are readily available, adding convenience to your fitness routine.

Classes and Programs:

Virgin Active South Africa offers an extensive range of fitness classes, including yoga, spinning, and Zumba. The instructors are highly skilled and knowledgeable, providing excellent guidance and motivation during each session. Whether you're a beginner or an advanced fitness enthusiast, there are programs tailored to suit your specific needs and goals.

Membership Options:

With Virgin Active South Africa, you have various membership options to choose from, including monthly, annual, and family memberships. The pricing is competitive, offering great value for money considering the quality of facilities and services provided. Additionally, the flexibility to freeze or cancel memberships adds convenience and peace of mind.

Customer Service:

The staff at Virgin Active South Africa are responsive, helpful, and always ready to assist. Booking classes or making inquiries is a breeze, thanks to their user-friendly systems. The team exudes friendliness and professionalism, creating a welcoming and supportive environment for all members.

Atmosphere and Ambiance:

The overall vibe and energy at Virgin Active South Africa are invigorating, making every workout session enjoyable. The workout areas are clean and well-organized, ensuring a pleasant and comfortable experience. The music selection and ambiance during classes are carefully curated, enhancing the overall atmosphere.

Personal Training:

Virgin Active South Africa offers access to highly skilled personal trainers who are readily available to assist you in achieving your fitness goals. They customize training programs based on individual goals, ensuring maximum effectiveness. The trainers provide continuous support and guidance, motivating you to push your limits and achieve optimal results.

Additional Services:

In addition to the gym facilities, Virgin Active South Africa offers spa and wellness services, allowing you to relax and rejuvenate after a workout. Access to swimming pools and other recreational facilities adds variety to your fitness routine. The extra amenities, such as juice bars or cafes, provide a convenient and enjoyable post-workout experience.

Accessibility and Location:

Virgin Active South Africa has conveniently located branches near residential areas and workplaces, making it easily accessible for members. Parking availability is ample, ensuring a hassle-free experience. Public transportation options are also nearby, making it convenient for those who prefer to commute.

Member Feedback and Reviews:

Current and past members of Virgin Active South Africa express high levels of satisfaction with their experience. Positive feedback highlights the quality of facilities, classes, and customer service. Any negative feedback is promptly addressed by the management, showcasing their commitment to continuously improving member experience. Ratings and testimonials from other review platforms further validate the positive reputation of Virgin Active South Africa.

Corporate Social Responsibility:

Virgin Active South Africa actively participates in community initiatives and charity work, demonstrating their commitment to making a positive impact. They also prioritize environmental sustainability efforts, implementing eco-friendly practices within their facilities. Through their various initiatives, Virgin Active South Africa contributes to promoting a healthy lifestyle and well-being in the community.

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