Virgin Active South Africa
reviews and complaints

according to my observation so far, I have joined virgin active in May2023 and I did not receive anything as a token of appreciation, but for those who have joined after me are receiving things and new members event are held for them, as for us nothing.

My suggestion also is, events like this needs to be held for the customers who have served you for a long time, who has been loyal to you, like an event for clients who have been there for more than two years or something.

This will also encourage new customers to want to be loyal and have events like those.

My member number [protected].

Since your new app was launched about three months ago, I do not receive any rewards when visiting clubs. On my app there is no indication that i can receive rewards.

i have mailed various times to your call Centre with my complaint, I have enquired at various clubs tens of times, I have deleted and downloaded the app various times, i have phoned in to your call center various times reporting this, but up till now nothing has been done to solve this issue.

In the meantime, my friends enjoy their rewards they receive, but I cannot.

Is this your policy that the promise you make to the clients is not honored.

I am looking forward to hearing from you.

regards

Michael Shaw

30 August 2023 :,

Aircons at virgin active Meyersdal have not been working for months .. it is so difficult to do classes in a studio which is packed with members and the aircon does not work . We’ve been complaining and nothing is being done . We end up having to miss our favorite group workouts because of this !

Per one of the consultants the repairs are pending approval .. what approval is this that take more than 2 months . We are paying members and need to be take seriously.

Hi I am a member at BryanPark. Recently I complained to reception about someone conducting a full on spinning class in the open area which in itself is not really an issue. However they have now added a speaker with blaring music in the open area which is unacceptable. Imagine the noise. I purposefully listen to my own music via my headphones - the background music is at a reasonable level but now you add this noise to the mix and I cannot even properly hear my own music through my headphones. Why do you allow this? I am not inconveniencing the spinning class, why are they allowed to inconvenience me? If they are unable to use a studio for spinning classes (which is the preferred choice), please do not make a noise via the speaker and inconvenience other members of the gym. Quite frankly it is not even good music hence I listen to my own. This needs to stop please. After I spoke to reception about it, nothing was done.

I was debited for R380 and R1200. My contract was cancelled in June. I only have my daughter and son on contract. The correct amount went off in July. In August I had two debits that went off. I called three times. Every time I called, I had to hold on and waited over 10 minutes and ended the call. I called again today, because I received an email to say that I have an outstanding amount that I need to pay. I was told that the manager would call me back soon. I’m still waiting.

Yesterday around 15:30 I got injured at the Virgin Active Morningside Club. The Reeplex Plate Loaded Back Machine was out of place and in the middle of the floor, I knocked my knee against it as I was walking by (by the way I'm already recovering from a previous injury on the same knee). When I complained to one of the staff members I was told I was being dramatic and difficult and he will get me an ice pack. I complained to another staff member and he also told me it wasn't a big deal and I'm difficult and they both asked why I was acting up and being moody and both said I don't know how to walk properly. There were weight plates all over the gym floor, equipment not being put back in place which I also mentioned to the staff members but they didn't care or see an issue with it. Only after the fact about 45min later another staff member was putting the equipment back. The layout of the equipment is also another issue as the machines are too close together, the space of the gym is too small and tight. There isn't a free flow of movement.

I cancelled my virgin active membership in March 2023 and signed the termination of contract as well as paid the cancellation charge via their netcash sms and app as i was going to work overseas. it has now been 5 months and being overseas it is very difficult to communicate with Virgin Active. they have not responded to my emails and continue to debit money off my account.

Although I visit the gym at least twice a week the rewards and sprint never update. The sprint always stays on week 1 with 0/4 and although I can see my visits 2/2 the weekly reward never updates.

I have contacted the gym management several times, I have sent screenshots, I spoke to employees in the gym and repeatedly explained that there is a problem with the Virgin Active App but no assistance.

Pus minus 3 weeks ago I complained about the poor state of the training equipment, hygienic circumstances and the availability of the swimming pool. To date I have not received any feedback. For the past month I could not use the pool for swimming purposes due to temperature problems. The water is 19 degree C or colder. Now the pool gates are closed. I think it is fair to be compensated by virgin for this loss.

I reported that the roof is leaking and because of no circulation at night condensation is formed under the roof and rusting occurs. The condensation drips on the people while training.

Virgin took away the sanitizing spray bottles, leaving only paper towel rolls. People are using the equipment with sleeveless tops leaving sweat all over the equipment. The use of towels are not enforced. How must we clean and sanitize? Virgin should at least supply sanitizing wipes.

Equipment is in a poor state, rusted and some screens are not working. Mould on the tiles of the swimming pool. Inspections are definitely not properly done.

I canceled my Membership with virgin active on 9 May 2023, I spoke with Sihle via the call center who confirmed she'd canceled my Membership. Virgin active has continued to debit my account in June R216 and July R860.

I have asked to be contacted several times to resolve this issue and the accounts manager is not responding

I called again on 11 July and asked that Keegan accounts manager call me - no response

This is unethical.

Good day,

Trust you are well. My name is Manish Kumar, a member of virgin active from last year, my card number is [protected] & my wife card number is [protected] . I am very disappointed with the service from virgin active and the process that on how you guys operate. I was on a medical aid with Discovery and was using vitality with Virgin Active. I was paying every month my fees so I just had to cancel my medical aid last month due to some circumstances. If I don’t have a vitality so automatically virgin active vitality suppose to cancel with gym service. But gym deducted normal fees which is R1100 for my wife & myself without any notification or any confirmation which I find very unprofessional to do from such a big company. R1100 is not a small amount which you can deduct any how it’s totally wrong. I would like to request you to refund my R1100 as soon as possible or if not then I will have no choice but to go to higher authority.

I will be awaiting an urgent response.

Many thanks

Manish Kumar

I am not at all happy with the service of virgin at Middelburg, Mpumalanga. Issues I need to emphasize:

(a)The swimming facility has been basically out of bounds for over a week now due to a temperature problem and this is not the first time. This morning it is just over 19 deg. C. This is unacceptable and most frustrating. How do virgin expect us as customers to train? The swimming pool need some cleaning. Looks like mold on the tiles.

(b)Secondly virgin decided to take away the antiseptic spray in order for me to clean equipment. Only the paper towel is left. Paper towel can only dry up not sterilize. Apparently virgin has a concern that monitor screens are damaged by the spray. However, then wipes should be supplied. It is a legal obligation and human right that virgin must supply a safe and clean environment to its customers. There are no enforcement for people to use personal towels and many customers wear sleeveless tops. Many do not wear gloves. Equipment are left with sweat and dirt. How do virgin expect me to clean and sanitize?

(c) Condition of equipment - all rusty and need maintenance.

(d) The roof leaks and drip all over and on customers in training. Seem that extraction fans are switched off at night. Thus, condensation dripping and the roof actually rusts because of this action.

My personal opinion. Virgin's service is going down the drain.

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.