Virgin Active South Africa
Reviews and Complaints

Denise Pillay should never been in the position as Sales Manager as she definately is not qualified or experienced to professionally manage a complaint. I left several messages and sent emails which she failed to respond. Upon hearing my name, she asked the consultant to say she's busy. I insisted to wait for her. Only to have a conversation with her screaming and cutting the call on me twice. Saying I can take it higher, she doesn't care! What an audacity.
Is this the caliber people that a mega brand like Virgin employs ?

After cancelling my virgin Active Membership,as I can't go anymore due to work schedule and life changes.

Head office gave me a 50% discount over 4 months,which would be R149.00 for me and my boys,since we are on Discovery Vitality. My membership # **********

I am infuriated to learn that the sales person gave the discount and removed my Vitality benefit from my membership. This makes me pay more than double my membership. I require my money back as well as cancellation to my membership instantly. I have cancelled my membership but I received an email that it will be frozen at R259 until August.

I canceled my membership,please cancel

In November 2023 I was in the market to join a gym in the Overport Durban area. I had a look at 2 others before contacting virgin active overport. From the outset the desperate sales rep who was not knowledgeable about the products said if I sign on he will give me a discount and a kit bag upon signing.

Upon signing I was told the fee would be R331 with discounts, No further increase until December 2024 if I decide to stay on. I signed and requested my kit bag and the sales rep told me he was out of stock , I had a few words with him and he told me when he has one he will notify me 3 months later nothing.

Anyway in December R331 fee transaction with virgin active.

In January I checked my fee had increased to 357, I phoned the customer care line and a male service agent said he can't do anything about the price increase to compensate me for the increase he said he will give me 2 months free and my next debit would only be in April , l agreed

However in February again there was a debit again I phoned the customer care a female consultant understood my issue apologised for the wrong amount debited and told me besides getting a refund I still have 2 free months and the next debit will be in may 2024.

March 2nd yet another debit incorrect increase amount and obviously no 2 free months.

Fed up I escalated it to the escalations section being on email letschat@virginactive.co.za

I outline the time frame with the chain of events

A consultant who answered my query by the name of Yolisha proved her incompetence when she stated I don't qualify for 2 free months has I have not been to the gym enough times to qualify. She totally ignored my issues as stated in my email and in my contract but was rather more concerned rules governing the two months free. So I gathered her lame lazy excuse to go the extra mile and really comprehend if she bothered to read what was the main issue.

Follow up emails to Letschat@virginactive.co.za and Yolisha have been ignored.

I once again phoned on the 05/03/2024 the customer care line and I spoke to Michelle who listened to my issues her way of assistance was sending a follow up email to virgin active overport , attention for the manager to contact me to try and resolve this issues .

The manager of Overport virgin active did not bother to phone me , I phoned 2 times put on hold and left a message for the manager to contact me but she never bothered. It seems virgin active is reigning supreme with negative complaints and no one gives a dam.

I was with Momentum and they gave us a year's notice or maybe even longer that they were going to stop the benefit for those who are not on their medical aid as at end December 2024. This included me, as I only had short-term insurance with Momentum.

Planet Fitness opened a new gym at Irene Link, so I was going to move to Planet Fitness.

But then in December someone from Virgin Active Head Office phoned me and said that they are offering ex. Momentum members a special of 75% off in Jan and Feb and thereafter it would be R1199 per month for a year, i.e. to end December 2025.

Virgin Active did not give me the 75% discount, and after much fighting they gave me a refund, but now they are charging me R1570 p.m. and not the agreed discounted amount as an ex Momentum member.

If they will not honour what they offered me then they must cancel my contract.

They are trying to tell me that it was not VA that made the offer, but that it was Momentum that made the offer. And now they are saying Momentum withdrew the offer.

I can't understand how such a big reputable company would do that.

I signed up for gym on the 28th of march, on the 31st I started going to the gym.
I kept my items in the locker as suggested, I also locked my locker, when I got home my airpods were missing from my bag. On the 9th of April I went to the gym, locked my stuff in the locker along with my IPhone, 30 minutes later my phone was gone, I reported the matter by the reception and their response was that they are sorry for my loss but there's nothing they can do as they are not allowed to search anyone or stop the operation of the gym. Clearly every day we go to the gym, store our bags only for them to be searched and our items to be stolen without any sort of accountability. Additionally, the person who stole my phone was busy messaging people with my phone while still connected to the gym's wifi!

Personal trainer Sipho, conducting aerobics classes in the evening between 6pm-7pm conducts his classes with unacceptable noise levels with a complete disregard for other gym members. The noise levels of his music are not within the limits set by the Occupational Health and Safety Act. This gym is not a disco ot rave scene. Tone down or I involve the authorities!

Hi, my annual contract was up in february 2025, I called into the call centre to cancel my subscription, however the call centre agent advised me that they would give me a 50% discount for the next 3 months which I agreed to, I was then charged the full amount. I need this reimbursed back to my account, I will still continue on a month to month basis
Id no ; [protected]

Good day,

I am writing to formally raise a concern regarding a dispute between myself and a sales representative at the Virgin Active Glenvista club, South Johannesburg.

I recently enrolled at the aforementioned club on 10 January 2025, and I was assisted by a courteous gentleman named Mike. I was registered for a national membership, and upon completion of the necessary paperwork, I was advised to make a payment of R200 to finalise my registration. However, I was informed that the club does not accept cash payments, and that the payment should be made via a link sent to me. Unfortunately, I did not have my mobile phone with me at the time. My gym partner offered to make a card payment on my behalf, but Mike insisted that the payment had to be processed through the provided link.

Due to my work commitments, I was only able to return to the club on 15 January 2025, at which point I was assured that my membership had already been captured and that I merely needed to complete the payment of R200, which I did with Mike's assistance. However, I have recently discovered that my membership is not eligible for the 75% discount that I was initially informed I would receive. Following a lengthy conversation with Mike, I was informed that the promotional offer had already expired – a fact which was not disclosed to me before I made the payment on 15 January 2025.

The 75% membership discount was a key factor in my decision to join the club, as it would have afforded me the necessary time to resolve my Vitality status and subsequently transfer my membership to my medical aid's Vitality programme. As a result, the current monthly payment due is higher than what I had initially anticipated, based on my understanding that I was eligible for the discount.

Please be assured that I do not intend to place any blame on Mike, as I believe this issue stems from a lack of clear communication. However, given that I initially signed up on 10 January 2025, I respectfully request that my eligibility for the promotional discount be reconsidered. Cancelling my membership is not my intention, as it remains a priority to me.

I kindly request your urgent attention to this matter and look forward to your prompt response.

My Details:

Name: Bongani Ngubeni
ID Number: [protected]
Mobile Number: +[protected]
Email: [protected]@gmail.com
Main Club: Glenvista Virgin Active
Assisted by: Mike
Yours sincerely,
Bongani Ngubeni

I attended a yoga class on Sunday 5 January at 9.15am in the studio at Virgin Active Victory Park. The air-conditioners were not working at all in the studio. I do not know about the rest of the gym. It is not the first time this has happened. We pay alot of money in fees, I expect comfort services at the very least. Perhaps maintenance money could have been spent instead of putting up big TV's so Virgin can advertise 24/7.

Good day

I was contacted by Nompumelelo Pule from possible membership for my son. She explained the process and read the T'c & C's. I agreed and signed up for my son. He then went to the gym. After he went to the gym Nompumelelo messaged me to say the amount will be double as he will be turning 18 in February. I was shocked as I already signed up and he already started going to the gym. I feel this consultant was dishonest and withheld this very important information from me. This behaviour from the consultant is not acceptable and should be addresses with her.

Secondly, when my son went to the Keywest branch, he was told that monies need to be paid. This was unprofessional too, as he is a minor and monies need to be discussed with me and not with him.

[protected]

Emails have been sent to your staff at the Constantia branch with regards to expired drinks without it been reflected on my app...
No responses to email... lack of professionalism
Emails have been sent to 'Nicole Jacobus' and 'Andel Klaasen'... and I have received no response...

my email address is [protected]@gmail.com... and virgin active membership no. is [protected]...contact no. is +[protected]

1: takes too long to repair equipment, especially stair-steppers

2: Gym users must not “claim” a station by leaving their belongings (such as phones, towels) on the station then walking away. This is unacceptable to grown-ups (ATGU).

3: Gym users must not fiddle with phones while seated on a station. I appreciate the occasional announcements to this regard, but these must be stepped up. Again, unacceptable to grown-ups (ATGU).

4: Gym users must not do the “cellphone mosey”, that is, obstruct walkways by walking slowly while using their phone. Sometimes they’ll walk into me while doing this. ATGU

5: Gym users, particularly those wearing headphones, must not slam weights. This results in up to 110 decibels of excruciating noise, damages my hearing and may not be good for the equipment. Extremely unacceptable.

Phones should be checked in.

6: There’s currently one 32kg kettle ball and one 36kg kettle ball. This has been the case for at least 6 years. Please purchase one more of each.

Thanks

Yesterday, 7 August 2024, I was trying to convert my R29 wallet to tier points as per email received from VA. Unfortunately I converted the points to membership fees. Since I am exempt from paying fees as I joined in 2008 I called the Centre today, 8 Aug, just before 12pm.to ask them to reverse what I did and convert the R29 to tier points as it was an error and I don't pay membership fees. First person was great and said they would and to check after 5min. I think his name was Thabo. When I did chk he had only mistakenly reversed 2.90. I called them again just before 12.30 and spoke to a Cindy who also indicated no problem she will do. She was trying to get a hold.of the IT and asked if I want to hold or she will call me back. Cindy never called me back. At around 2.55pm I called for the 3rd time and spoke to Khanye, waited on the phone for ages, explained the whole issue again he consulted with his manager Ms S Cupido who indicated they cannot assist me cause I made the mistake. Completely unhelpful and yet the first 2 consultants did not indicate as such. How would this help me if I dnt pay membership fees.

Very disappointed with such poor service and not bothered attitude from the manager. While Khanye was pleasant I think the manager is lacking.

Given am a client going on 16yrs at VA surely this is not the service I should be given. I would appreciate it if someone can get this sorted out for me.

Membership. [protected]

Contract reference number: [protected]-1642/2875 & [protected]-1650/2875

Ref: [protected]

The contract was in the name of my son Ross Mullins. A debit order was used to pay the monthly debits to Virgin which ceased when the contract was cancelled.

I have now been harassed by a collection agent to say that I owe money for to Virgin for this contract. The account was fully paid up when cancelled and therefore this is an error on your side.

This contract was cancelled via telephone and we were assured by your agents that there was no further action required by my son.

After the contract was canclled, my son was then called constantly by your agents after cancelling to ask why he was leaving. We explained that he does not use the facility and lives in a town without a Virgin Active and that we no longer required the access. I would like you to credit any amounts owing in respect of this account.

Date Debt my account over debt Comments
1 Feb 2022 R 275.00 R 275.00 My daughter & I, joined Virgin N1 Parow on first three months free promotion (vitality), we joined during a month and payment was pro-rata.
10 Feb 2022 - R 275.00 - R 275.00 Complained and you credit my account as it was supposed to be free.
1 Mrt 2022 R 412.50 R 412.50 Must have been free month
1 Apr 2022 R 412.50 R 412.50 Must have been free month
30 Apr 2022 R 412.50 R 137.50 Should be pro-rata, took pro-rata calculation for Feb. minus monthly fee ( R 412.50 - R275.00 = 137.50)
01 Jun 2022 R 412.50 -
01 Jul 2022 R 412.50 -
01 Aug 2022 R 412.50 -
01 Sep 2022 R 412.50 -
01 Oct 2022 R 412.50 -
01 Nov 2022 R 412.50 -
01 Dec 2022 R 432.50 -
02 Jan 2023 R 432.50 My daughter gave 1 month notice see attached carbon copy
01 Feb 2023 R 432.50 Should be last month or notice month.
01 Mar 2023 R 432,50 R 216.25
01 Apr 2023 R 432,50 R 216.25
02 May 2023 R 1.150,00 R 575.00 Cancelled my discovery vitality & reason for increase in instalment
01 Jun 2023 R 1.150,00 R 575.00
01 Jul 2023 R 1.150,00 R 575.00
01 Aug 2023 R 1.150,00 R 575.00
01 Sep 2023 R 1.150,00 R 575.00
02 Oct 2023 R 1.150,00 R 575.00
01 Nov 2023 R 1.150,00 R 575.00
01 Dec 2023 R 1.150,00 R 575.00 Completed change form due to scheduled spinal operation on 11 December 2023 (for 3 months)
02 Jan 2024 R 183,00 On hold instalment
01 Feb 2024 R 610,00 R 427.00 Suppose to be on hold instalment
01 Mar 2024 R 610.00 R 427.00 Suppose to be on hold instalment
Total due R6 849.00

Dear Sir/Madam,

I write to you as an extremely long standing client (from the early days of Health & Racquet), an ex-employee and an avid supporter of the brand, in the hope that you are able to once and for all sort out what I thought was/is a fairly simple issue namely, taking out a one-year national contract as part of a promotion late 2023.

Context

I renewed the contract in October 2023, hoping that it would be a seamless experience, through a Mr. Lenny Peterson (done via WhatsApp correspondence which is available upon request).

I was asked to pay R 440.00 as part of a joining fee and the promotion which was done on 11/10/2023 (proof available).

Lenny Peterson confirmed that he would send the payment through and the new contract linked/started.

On the 12/10/2023, approval was received from Cindy Brown (Contacts Centres Operations Manager) sent to Lee-Anne Williams , Cc'd in Esmaralda Baldie.

On 13/10/2023, Lenny Peterson said he was struggling to load the bankmed membership and said he would speak to his manager to see what could be done. He then said I need to pay another R 400.00 which was a Vitality joining fee which could not be waived (as per his manager) and that the 01st debit would go off on the 1 December 2023. After further discussion I asked what the monthly subscription would be with/without Vitality. He said as part of the promotion its R999.00 per month without Vitality and if Vitality is activated its R 329.00 for the Vitality fee and R 499.00 membership fee, stating that the difference of R 171.00 would then need to be paid instread of R 400.00. I paid R 99.00 on 12/10/2023.

To summarize, I agreed to pay the difference and confirmed that I wished to commence on the non-Vitality options for the promotion and membership of R 999.00 for a national 0one-year membership. The call was logged on the 13/10/2023 and I made payment on the same day of R 100.00.

I sent a message on the 13/10/2023 and received correspondence from Lenny Peterson on the 16/10/2023 to confirm that the package was changed and the require a bank statement from me which was sent on the 17/10/2023.

On 02/11/2023 a debit order went off (the membership was supposed to start on 01/12/2023), for R 1345.00 not R 999.00 and one month premature. Lenny Peterson said he was not in (I messaged him) and said it may be a system issue that he would sort out.

On 07/11/2023 it was escalated to Lee-Anne Williams (Central Sales Team Leader).

I was told it would be sorted. I asked when I could collect the free promotional bag and was asked which branch I'd prefer to collect it at, which I confirmed to be 14th Avenue. I went there 5 times and was told each time that they don't have any bags, pretty much sorry first come first serve, after being told that it would be reserved for me (this isn;t about a bag it's about the principle thereof).

Since then to date, I have been debited incorrectly resulting in numerous additional costs at my expense due to insufficient funds (other debit orders bouncing because of an authorized debit order), spent countless hours at different Virgin Active branches trying to resolve this, i.e. 14th Avenue Horizon Park, Glen Acres, on the number 0860 888 886, 0860 200 911, etc.

Each time I want to try and train I spend literally hours trying to go through this same explanations either with the receptionist, sales manager or club manager who have yet to actually try to assist me to get this resolved.My recent engagement with Koni the sales manager at the Horizon Virgin Active in Roodepoort can corroborate my frustration as even she is still unable to provide feedback after she herself who is an internal manager in the Group, escalated this and has yet to receive feedback.

Is this really how Virgin Active views client centricity?

There are many alternate health and fitness organisations offering fantastic promotions currently, yet here I am as a loyal fool still trying to beg and plead for a membership, perhaps it is I who is the fool for trying to believe that clients actually matter to a brand that I once considered to be an industry leader.

Where to from here

As a client that deserves to be treated fairly, with integrity and honesty, the manner in which I have been dealt with is not only disgusting but is in contravention and breach of all terms and conditions initially adhered to.

As such I provide you with an opportunity to rectify this matter or request that you with immediate notice place on record the nullification of all such contractual terms and conditions without prejudice and legal and contractual obligations, so that I may find an organisation that actually considers my needs and values me as a client.

Regards,

MR CV BAPTISTA

[protected]

Despite numerous attempts by myself to contact Virgin Active to determine exactly what I owe for, I cannot get an account or statement. I was handed over to MBD for collection (within the last three months) following cancellation of my membership early last year - ended March 2023 (payment was via debit order). I have tried to get an account from both Virgin and MBD - nobody sends promised emails, nobody calls back.

Now my credit rating is at risk because Virgin Active has the most useless administration and staff.

Virgin Active made zero attempt to contact me regarding any outstanding fees between March 2023 and beginning 2024.

I was handed over without warning.

I still don't have an account / invoice / statement.

After reading some reviews on another site (hellop) it seems that this is common practice. So a "reputable" company is putting countless South African's credit at risk due to this inability to manage their own account administration.

Razia Cassim
Mar 5, 2024, 9:55 AM (10 days ago)
to info
Good day,

I have a problem with the Polokwane Virgin Active... From the time of signing up my son who was 16yrs old, they refused to link him to our vitality status and they were billing him on a premium account value... So given this, they robbed me out of my vitality benefits in regards to my sons membership, They did not link vitality thereby tricked him into signing a 2yr contract, tricked me in concern to vitality rates for my son & monthly contract... I am absolutely livid as the branch itself and the manager refuse to correct this yet it was their wrongdoing! Myself and all of my kids were signed up at virgin active so there is absolutely no valid reason why they linked the rest of us but could not link my son's vitality! I demand for a correction to be done on this and refund on the funds which they scammed me out of... If I and my entire family is linked to vitality on my medical aid, it is impossible that my first born son is not! Their consultants & manager do not know their job or they intentionally scammed me for commission basis! I have spoken to a consultant again at the beginning of february as well as the manager, however they are doing absolutely nothing about this problem... details of my dependents: Fuaad Ibn Iyaad Cassim [protected] (scammed into 2yr contract & never linked to vitality) Eshal Sakina Cassim [protected] Muhammad Iqbal Abdullah [protected] Shehzaan Abdullah [protected] My medical aid no: [protected] You should please have a check up on my medical aid and see from when we have vitality, so there was absolutely no reason for the polokwane branch to deny my son the vitality benefits! I hereby as well request that a cancellation be done on myself and my kids memberships... I am absolutely unhappy and refuse to continue with Virgin active! And I want my refund for the past year that they have robbed me with the higher rate!

Ms.Razia Cassim
cell: [protected]
email: razz81.[protected]@gmail.com

I joined the gym in Sept 2022 with a monthly fee of R570 for 24 months and had to use a specific branch during that time which I have done. 2 months after joining I was advised that the fee would go up to R750 which I queried in Dec 2022 and the agent confirmed that it was an error and my fee will remain as R570. It remained that why until Dec 2024, since then my fee has gone up to R800. I called the call centre for over 2 months with no assistance. The escalations team acknowledgement there was an error and gave me a free month but said that the debit was still at R800 which is incorrect. I was informed today that they apparently had charged me incorrectly from the start and the fee is R800 and will not change even though it was their mistake and not mine. This is completely unacceptable and they should be maintaining the amount communicated to me when signing my contract. I understand a nominal increase but this is ridiculous.

My locker was broken into in a space of 20 minutes. There was a member who was watching and looking at various lockers and was busy drying a towel. This apparently was going on for about 2 hours. My locker and another, with the exact same combination lock was also broken into.

My actual cost was well over R20 000. This is a large amount by no stretch of the imagination.

I am still waiting for the police to go and view the footage, as i am not allowed to do so without the police. I could possibly identify someone from the person that i saw and his details could be checked from footage of when he came through and cross referenced with his membership.

Good day Zimasa,

I refer to the below conversation we had regarding my membership that was cancelled in December 2023. I have also asked you to obtain the telephone call where I have cancelled the membership of my husband, 2 sons and second daughter. The only people that were supposed to have had a membership were Myself and Elke Lange. 

You have said that it will take 48h to obtain and to give me feedback. Thus far I have been sending emails and following up but I have had not once response from yourself. It is now 16 days later. I need to get the refund on my membership where I was charged incorrectly as well as for the months that a debit order was processed incorrectly. 

Please phone me or provide feedback before close of business today.

I submitted the below complaint on the 5th Dec 2023 and I have received no correspondence to address and resolve the issue.

I have never been so disgusted with the level of service received from any service provider in South Africa like I am with the service provided by Virgin Active.

I received a text message advising that I am owing an amount on my membership and called in to find out what the problem is. Not only can your agents not give me any answers, they are uninterested in trying to resolve the issue or finding a way forward.

I never changed my banking details nor was there any communication received regarding my payments not being received. The only communication I receive is promotional material but today I'm told that there were attempts made to contact me to inform that Virgin Active does not have my bank details after being able to collect my premiums successfully for more than 15months?

The change of club was never communicated to me as was identified when I called in on 2 separate occasions. I was told I didn't have to pay & suddenly now I am expected to pay an exorbetent amount.

Perhaps this is how Virgin Active thinks they can rip off clients without anyone noticing by suddenly telling clients they have accumulated a huge total that must now be paid.

I need an explanation and resolution on this matter immediately.

Regards

Avril Naicker

It seems like Virgin Active can roll over contracts and then take debit orders with changing amounts to their hearts delight without communicating changes to their clients beforehand or during the contract cancellation call. In November we spoke to a consultant Mandy, to cancel our contracts for myself, my daughter and my son effective immediately. I asked her if we would still be able to go to the gym for the month of December which she confirmed we could but never mentioned that we still needed to pay for December and that the membership amount will change. We were vitality members and our combined mouthy debit order for Virgin Active was R1 030.00 but because we cancelled both the gym and vitality the same day they took off a debit order of R2 225.00 on December 1, 2023, we should not have been billed for the month of December because of the cancellation.

Not once were any changes in fees communicated by the consultant Mandy during the cancellation process via the phone call, a default on her side, or was this communicated via email before the debit order was taken off, default on Virgin Actives side. After reversing the debit order I have asked the call center consultant to send me a bill/statement with the breakdown of each membership for this new amount but till today I have received nothing, except phone calls from their debt collections department, on which I each time have requested a statement and communication done via email, with no results up to date. They expect me to pay for something I did not sign up for nor did I receive any clear communication via phone during the cancellation process or a statement before the debit order was taken off with each membership breakdown with the new debit order amount of R 2 225 for December 1, 2023.

As a Virgin Active and Vitality client I have the right to receive communication when there are changes made by Virgin Active to my debit order amounts before the debit order date, I also have the right to insist on a statement with the motivation of the new R 2 225 debit order amount requested by them for December 1, 2023 after cancellation in November done via phone with Mandy. They were also very clever trying to phone my son asking him if he was happy with his cancellation, unfortunately he does not see the monthly debit order or was the new amounts of his membership communicated to him via email or phone during the cancellation process. I will not advise anyone to take out a contract with this company.

My other son paid his membership in full for the year in advance, he was denied access to the gym and was told that the card he was given belonged to a different client. He phoned, sent emails, went to Menlyn Gym to speak to the manager which was never there, but the consultant promised each time that the manager will get back to him, which they never did till date. He repeated the process four times but eventually gave up. He had two months out of his twelve months membership that he paid for in advance. Virgin Active's customer service is a disgrace and Vitality should not associate with Virgin Active at all because they put their members at risk by doing so.