Virgin Active South Africa

Good day,

My name is Princess Nkabane and i'm a member of Virgin Active Red in the Durban CBD on Pixley Kaseme Street.
Last week I came to the gym two hours before closure with my boyfriend who is a premium member, but joined me for day for a session. We used the gym until closing time. Normally we get told that the gym is now closed, we put the equipment we use away and go take our stuff from the lockers and leave (preferring to shower at home).
On this particular day, a Thursday, 24 May, the last message I heard was the one telling us that we had a few minutes before the gym closed. We made our way to the locker only to find that the employee on duty (a tall, lanky, dark skin toned guy) had broken into the locker. My lock was damaged and he quickly said he would buy me another one and that it was his mistake.
I'm not one for confrontations so I kept quiet and the next day I came to pick up my lock. I received an old clanky lock with one key. Keys always come with spares, and my lock was not old.
I would have expected that I be given a new lock as a courtesy. I felt disrespected as a customer. This is not the first time I have lodged a complaint about the service at the gym. May I please get my lock. I will gladly return the old one they tried to shove onto me.

Regards,
Princess Nkabane
[protected]

HI, I recently join Virgin Active gym in Benoni on May 2018 when they had the promotional bag and I was told I will get the bag as soon as they have stock and that I can still join, now that I have joined the consultant Siya is telling me "I must not put pressure on him" he doesn't call me as much as he used to when he wanted me to join he doesn't care anymore, I need a solution to this.

I'M Lerato
my membership card no:[protected]
email [protected]@gmail.com

30.05.2018

my daughter was at the facility and the consultant just got her to sign a contract, nothing was explained to her. she is currently not working and she has no means of paying the fee. the next call she received was being told that she owes VA R500.00, now she is trying to cancel the contract she needs to have close to R1500.00 cash before she can cancel. she does not any proof of what she signed and no cards. this is daylight robbery we are now told that she has to go to the branch.

I have been attending the germiston branch since 2012. We have a spinning studio full of exercise bikes which the odd individual uses when there is no spinning class. Then on the main floor we have an additional 20 or more exercise bikes. I have not seen more than 5 of these bikes being used at once. I cannot understand why there are so many bikes and yet we have to compromise our exercise routines because the are so many other machines that we have just one or two of.

The classes oudide of the studios k90 virgen disrups a huge amount of other gym goers with the overly loud music I cannot see why these spedial classes not be conduted in the studios probided, coming from worlk ar night trying to unwind it just creates irritation. With the staff not willng to compromise or even understand reason, im totally shocked at how my gym now operate. Regards.

I have been a member of the existing gym, then Health and Racquet, now Virgin Active, Menlyn, Pretoria, since 1996. Most of the areas of difference between myself and management have been resolved amicably and we have moved on. About two years ago the then manager, Chad, created a specific area for stretching exercises, with selected apparatus, to enhance such stretching exercise availability to ALL members. It has worked very well until today .
This morning, 29th May 2018, when some of us wanted to continue with our normal stretching exercises process we were prevented from such by a very noisy open area "class" exercise going on. On discussion with the present manageress we were told basically, "Get used to it, as it is going to happen twice a week for one hour."
She was not interested in our situation, totally indifferent an unsympathetic. In other words "Like it or lump it". She has little to no interest in the Virgin Active members.
Please can this matter be resolved and can we return to the previous situation, especially without the grossly excessive noise.

Terrible and incorrect information given to me. I needed to reinstate my membership and virgin active call centre provides me with incorrect information. They are blaming my vitality however b called vitality and they advised me that all my premiums are up to date. I'm very disappointed that I even wasted my money for a company that is so inconsiderate. I am will to pay the outstanding premiums but they want me to take a new membership so they can gain on the joining fee... I asked to speak to a manager but get poor service

This is specifically for Virgin Active Boulders in Midrand. Aerobics and Spinning classes were either cancelled or changed without consultation and this has been a huge inconvenience. We have tried reaching out to the current manager however the reasons he has provided don't make sense at all. Some members have stopped coming to the gym in the morning. The manager should be focusing in understanding the reasons around this instead of cancelling what keeps those who still go to the gym in the morning, going there still. Urgently look into this please because most of us are not happy about these changes. We enjoy Aerobics and Spinning classes and we need those classes back with the previous instructors.

Your prompt response Will be highly appreciated.

Regards
Mavreen

Firstly, let me start by saying that I am very disappointed and unhappy with the situation going on at Virgin Active Southgate. It has been 4 days now that the speaker system in studio one hasn't been working. This despite the studio hosting most of the afternoon peek time classes which attracts members who drive past other virgin active gyms closer to home just to make it here. I mean, how long does it take to fix a mere speaker system? Like really?! This isn't some up and coming gym company that charges members R200 per month for membership. This is Virgin Active and yes, we the members pay your rates in hope for the best service and therefore I feel that I as a member have been undermined. I am one to be vocal especially where PAID SERVICE is involved. This service I have paid for. My full premium paid in full yet I haven't been for this entire week getting my monies worth. So going back to the actual issue, the speaker sound comes out rather hallow. Almost sounding like we in some sort of a hole. One can barely hear the music let alone get pumped up enough to want to stay for a class in that environment. I have for the last couple of days been calling the gym daily for an update on the speaker situation to avoid wasting my time and fuel driving here to a problem which has not been attended to.

Like how hard is it to get the speaker system fixed or replaced if need be?! Like I know for a fact that had this been a virgin active in a white suburb, there is no way this issue could have persisted for this long. Can you just resolve the issue for your PAYING members?! This is unacceptable and very annoying to say the least.

I joined 3 months ago. I was told that when my vitality was re-activated that I just had to go in and change it. I went in today and I was told that I had to pay a r2120 joining fee!? I was never told about this! I am a student and I can't afford this! On top of that I was told I would get 3 personal training sessions where they would help me set up a exercise plan and then a consultation to set up an eating plan. I wanted to set up those appointments today and I wa told that that won't happen because I need to pay! I spoke to 3 different people and they all said different things! I am a very reasonable person but I don't stand being taken for a ride! I want immediate cancellation as I will not carry on with this! I have already found a cheaper gym and I am very disappointed with this situation! This is crazy!

I was told that there was a new membership out for people less than 26 who pay R500 and are able to go to any virgin active by Taz a sales manager at virgin active . I was overjoyed when I heard this because I've been paying R650 just to be able to go to one. Then I was appointed to the sales manager Kyle then helped me change over my membership. I was told by taz that I would get debited twice, the R500 and the R650 but I musnt worry because they will refund me within a few days. I was then debited the double amount on the 30th of April. A few days went by and I asked taz and Kyle how long the refund will take they said they can only process it on the 7th of May. So kyle told me they then processed it on the 7th of May and that it would be in my account on the 8th or 9th. On the 10 of May my boyfriend went on and asked them what was going on? We then found out that it was only processed on the the 12th and that it would be in my account by Monday the 14th so Monday the 14th came and it still wasn't in my account then Tuesday the 15th came and there was nothing. Then I got a call from Pumi on the 16th of May to say that the manger hadn't been in the whole week because he's been on training and that he needed to authorize it. So not only had they been lying to me about it'll be in my account the next day they failed to even mention this new news about the manager not being there to authorize, nevermind that it still has to go through to head office then only will I be refunded and this takes up to a week. I am so angry because who has money this time of the month? And I'm waiting to be refunded R650 and that's a lot of money. I also dissapointed with the unprofessional behavior from the sales staff.

I expressed interest in joining Virgin active however I was doing my homework and comparison enquiries to decide which gym would suit my routine and work/personal demands.

A consultant got into contact with me and I advised that I would pop in to meet him and show me their facilities as soon as my schedule becomes available. This was during March when they had a promotion without joining fees. He had contacted me several times for follow ups...( more like harrassment for sale) however I made it clear that I would contact him should I decide.

Weeks later, ie today i received a call whilst driving in a place with limited signal and the phone cuts off. Only to find this shocking whatsapp from the consultants personal phone:

"Please next time. When u change your mind about an appointment. Please let the person who Uv set the appointment with know that you have changed your mind so to show respect for their time. I'm just here to do my job. All u have to do is just tell me "Mandisi I've changed my, I no longer wanna join your gym"... This way I avoid calling u every time and getting the phone dropped on me. Thank you for your time."

Mandisi from Wynberg Virgin Active.

Mandisi from Wynberg Virgin Active.

I am digusted at his actions in what he documented and for him to put the company's name at reputational risk is misconduct.

Called in and said that my life circumstances has changed, and that I can no longer afford the monthy subscription.

The agent on the line told me that I could not cancel, but can offer that I pay half, and dont go to the gym.

In the mean time I have now a poor payment profile, because Virgin Active is debiting my account twice every month.

This does not work for me at all!

I want to cancel, and they do not debit my bank account again!

My name: Frederick Frits Japp [protected] id number. Cell number +[protected]

Firstly I am so upset, I am a loyal paying member for over 5 years, do not complain about anything, ..so when I find myself having to deal with my issue at hand, then having to be the one sending email after email without response it makes me think that maybe I should take my money elsewhere and about more than 10 family members I have had signed on aswell.so here goes, I have had a medical condition starting last year, having me not been able to go to gym for months .I've called in and have spoken to one of your consultants .I have told her I want to freeze my account for2 months, 1 for post op and next Ramadan and she said she will forward my the info via email..I am still waiting, I wasn't happy with my response I received from her coz why do I have to choose to either take free month freeze of Ramadan or half price freeze for post op healing..you can go back to the recording where I told her I will only make payment after I have received the info and proper information to my request ..the call was made on 2/05/18 at 15:47..

I am very aggravated about the discriminatory practises at the virgin active K90 Branch.

Incident 1
I have been a member of the K90 boksburg branch for years. I have a 10 year old son so on many occasions like all the other kids he sits and plays at the computers while I train.
I will always keep an eye on him from wherever I am. Until 1 day when he was the only kid at the computers and i was told he couldn't be there unsupervised. Absolutely ridiculous cos the minute a white child was left there it was fine for him the next time to be unsupervised like the other white kids.
I did fill in a complaint and sure if it was escalated though.

Incident 2
Today I went to the gym and unfortunately my son forgot his card so we we denied access by the gym manager who said that it's against the POPI act to use my ID to access my son's info. I said that this was done in the past and he must access my info. He was rude and denied me access despite me saying I have a training session at 8. Anyway i lost my temper swore him and walked out to go and get the card details. I wish to bring to your attention the POPI act is not an excuse to be discriminating. I was asking for MY information to be accessed. The Act came into existence a few years now so that's a pathetic excuse. Yet during the school holidays recently my son accessed the gym with my partner who is obviously more of the race type accepted at the gym. They forgot my son's card and then he called me at work and I gave him my ID details. The gym then accessed my details from a white looking stranger and didnt think that was against POPI.
Is this the practises of Virgin Active?

Good day . My self and my boyfriend signed up at cape gate virgin active in March. We still haven't been to the gym yet. The first month came off my bank but we are relocating to East london and there is a Virgin active but not a Virgin red. We moved to virgin red because it was cheaper. We moved in April and had to pay R200 each just to move to a smaller gym. I can not afford the gym fees. We honestly haven't even used our gym cards. I'm sure you can look on the system. Please help us. I'm trying to save to relocate and can't afford the monthly fees. There is no virgin red in East london and I won't be able to pay for the big virgin active monthly fees. It's far to expensive.

Please could you contact me urgently on [protected] regarding what I can do. I honestly have no money to pay. I shouldn't have registered . I didn't think I would be without a job in such a short time. Now I have to relocate.

Good day sir/mam

I would like to bring to your attention your sunvally virgin active branch an the things that have been going on there.

I have been a member of virgin active gyms on an off for a few years now an have recently decided to leave due to work an other things I have seen in the gym.

I was training in the crossfit section of the gym in sunvally when I witnessed a rather large women trying to train. While training one of your staff an a group of members were shaming her, pointing an laughing at her. This is only one of the few times I have seen this happen. The women picked up her stuff an left the gym in tears

When I tried to find a manager or some one to talk to about the above incident I was shoved off or told there was no manager to speak to.

After this I canceled my contract with the gym, an left. I was told all money I paid in advance would be paid back to me with in 72 hours. After 5 days I called to find out were the money was an they told me I had to wait 14 days. After the 14 days they told me 22 days. I have been waiting since the 16th of April for my money an they still have excuse for not paying it in, or not having any one to help me.

You advertise your self as a professional gym, an I have been to others both abroad an in SA, an have been treated as you advertise. This gym however is not such. An I would love to go back, once the staff has been sorted out. An there is some form of management in place.

Thank you for your time an any help to solve these problems both on my side an the gyms would be greatly appreciated.

Kind regards
Davin Opperman

In December I signed a new 2 year contract. The bag I got broke in the first few days because it was bad quality. I have for monthes been asking for it to be fized or replased. This monthe a girl at Virgen Kleine Kuppe in Windhoek said I should bring it in. I did. The next day I was told the bag is missing. I cam back in the 3de day and my bag eas where she put it. She lied and probably dit not even look at the bag.
+[protected]
Pieter Mostert

I have a complain about my membership contract, it's been over 4 months trying to get it resolved. My old membership was cancelled which I was given a chance to reinstate it with a legacy program, I was offered a grace month to make up for the 6 remaining visits to the gym which my joining fee was gonna be waived and for the month of January and February to pay R80 pm and going forward R100 a month but it never happened. I have been paying an amount of R200 a month which is not what we have agreed on. Consultants and mangers are even arrogant to assist. Today I spoke to Wendy who also was arrogant and don't have the willingness to assist me. I personally take it as false advertising

I joined the Sunninghill branch end of March 2018, i was told there was a promotion as a result I will get April and May free and only pay from June. In addition, I needed to join vitality as the aforementioned deal also qualified me for a discounted rate. Upon signing up I told the consultant that I'm not in JHB all the time- I was told that was not an issue- I would just need to inform her whenever I leave and she will gain access to any other gym (all I need provide are the dates) I did all of the above (payments etc.) and informed her as to when I won't be in JHB most of the reminding and following up was carried out by me. I was then told I had access to another gym, that she spoke to the gym and it was all sorted. Upon arriving at the other gym this was disputeed I was told this is not the norm and that I was ill-informed. I then messaged the Sunninghill consultant who continued to lie to me. She said her manager spoke to them and that she has emails. I then requested that the Sunninghill manager get in touch with me and send me the email (I'm still waiting). I can't understand why someone would lie to you as opposed to providing you with all the details. This is highly unprofessional and now puts my contract into question, what else am I being lied about and why the run around?
Additionally I now lose out on my vitality points for May as I will be out of JHB for a week with the intention to have used a different gym.

There isn't really anyone I can call or address this with- in most instances it me that has to follow up and running around which is not customer service.