Virgin Active South Africa

My Toyota Hilux were stolen yesterday on 2017-09-04 at Virgin Active in Vereeniging. It happened about 07:30 the morning.

There are secured gates with booms at the premises but the booms are always open and the security does not seem to do anything as they always sit in there security home.

The bakkie was standing about 30m from the security home and the windows of the bakkie was knocked out so if there was anybody that was just a bit alert they would have heard glass been broken.

I am complaining about this because I think this is about the 6 car that I heard off in the past 3 years that is being stolen.

I would appreciate it if this matter can be dealt with, the people at the gym is to scared to park there this days.

Kind Regards.

Morning,

I would like to lodge a complaint. I have been a member of Virgin Active for about 6 – 7 years, and I started at Groenkloof about 2 years ago, and as a loyal member, I would like to draw your attention to several negative features that have crept into the gym over time.
First, I have noticed that the cleaning staff is using the facilities as if they are members. They hang their clothes in the Sona room for which reason I don’t know but I suspect they want their clothes to be nice and warm when they get dressed. They stand around talking very loudly to each other in front of the entrance where the steam room and sona room are just before you enter the shower section. One day I kindly asked the one lady to just move to the side because I wanted to take a shower. She looked at me in a way that was not appropriate, and she clicked her tongue at me.
They usually use the appliances to get ready for their day interrupting people that want to finish to get to work! I do not know what the rules are regarding this but customers come first.

Second, the women's locker room has dilapidated. One of the toilets I used one morning did not even want to flush and someone used it before me and threw a heap toilet paper in the toilet to hide their business. I wanted to wash my hands and no soap I had to use body wash from my vanity to do so. Cockroaches spotted in the lockers and in the toilet section, disgusting.
Thirdly, I installed the application on my phone to book for classes of which I attend from 6 to 7 in the mornings. I would like to know why the instructors are always late. In the week, the instructor did not even arrive and so an alternative person was instructed to attend to the class. He ran around thinking of which exercises to do and the class started 20 – 25 min late. I have also experienced that the instructors do not plan their classes and make up exercises as mentioned when they arrive late.
Most exercises they provide also could hurt people if not done correctly and this is also a concern. My arm started bothering me a while back and I thought maybe that I have slept in a way that cause the pain. After going to the doctor, he informed me that I have Tendinitis. He explained to me it is most often caused by repetitive, minor impact on the affected area, or from a sudden more serious injury. He informed me that it is an inflammation or irritation of a tendon, a thick cord that attaches bone to muscle. He asked me what I have done and I told him that I don’t know I woke up with the uncomfortable pain and I could not use my arm as the pain was getting worse and worse.
He asked me if I lifted something heavy and I told him that the only place where place I lift something is at gym but a light weight. My husband said that he also noticed that the exercises the instructors presented was dangerous if not done right.

Lastly, management, I requested the gym to inform me what the procedure is if I want to introduce my friend to the gym. I told her of the facility and she said she would like to see the classes and so on so that she can decide to join or not. The general club manager informed me as follows by email “If your friend has not been to the club before we can access her on condition that she sees a sales consultant. Otherwise our guest fee is R220 for the day”.

We went to the gym and I explained to my friend that she has to see a consultant after viewing the facility, she confirmed to me that it will not be a problem. So I took her to the gym. When we got there, I explained to the friendly front desk lady the situation and she understood. After waiting 15 to 20min for the consultant, which did not attend to us, we were let in because my friend got irritable.

When she saw in which state the lady’s locker room was and still are she informed me that she is not going to pay club fees if it looked like it did. Why should customers, but we did not, pay R220.00 for a guest fee for the day then? I am not satisfied with the way the general club manager presented her email to me. It felt like they wanted to force a membership on my friend and wanted to make money.
This degradation of service is unfortunate because I greatly enjoy exercising at Virgin Active. I would like to hear from you about your plans for updating and maintaining the gym so that I can decide whether or not to renew my membership for another year. Please send me an email at the address listed below at your earliest convenience.
Thank you very much for your time.

I was diagnosed with aggressive breast cancer last week. I will be doing 15 months of aggressive chemo and also a mastectomy on both breasts.
I will not be able to train due to chemo and surgery.
I phoned your call centre and explained my situation.
I was told that I still have 4 months left on my "1 year contract" and they will only be able to terminate my contract after 1 year. I was told that I must continue paying my monthly membership fee even though I am unable to train or use their facilities due to my health.
I have proof of my breast cancer, in the form of doctor reports, pathology results and mammogram results.
I am shocked and upset that Virgin Active have no compassion or empathy for people who are ill and are not able to train.
Virginia Active is all about making money and they genuinely don't care about their clients.

My daughter, a varsity student joined virgin active on a student contrat. She acquired a heart issue and cannot gym. No, i do not want her dead on your treadmill until her issue is under control. I emailed head office to ask if they can look into reduction cancellation fees. The guy said he'd get back to me. I PROVIDED the card, contract and doctors note. Nothing has been done! EXCEPT you upped her fees! this is disgraceful. On a maintenance income and still studying. I am not impressed and i do not ever want to come back to your gym.

On my first day back to gym after a long break I had entered my local club Bluff Durban only to be ushered out by a very rude staff member.The irony was that i was let in by one staff member and as I proceeded to the from desk to swipe in another staff member had asked me to leave only to wait outside for 25 minutes till the clu officially opens.
Even after mentioning to the staff member that I was new to the area and unaware of the opening hours I was rudely asked to leave.

She could not explain a valid reason why I could not train for the remaining time until 6 am when the club opens.

Surely one could understand the frustration of an uninformed LOYAL customer, however Virgin Active Bluff staff have no idea of Customer Centricity !

I went to a kick class today at 18:30, when we were cooling down the instructor decided to tell me his opinion as well as get everyone's (about 40 people) opinion on what I was wearing (waist trainer). He continued to ask people to comment regarding what they think about women who wear waist trainers. He bullied me by isolating me from the crowd and encouraged people to verbally attack me to make a point. And then he kept saying this isn't an attack against you, we are just discussing. It is wrong for an instructor to single me out, verbally attack me and get people to join in as well. I am very disappointed in how unprofessional the instructor was. I will definitely not go back to that gym. And best believe anyone and everyone on my social media will hear about my experience. Its very disappointing to receive such bad service from a company I thought was reputable. I spoke to the manager, doubt she will do anything about it. Maybe give him a little talk. Meanwhile I have been so embarrassed and hurt i would rather drive further to go to another gym.

I would like to complain about a contract i opened for only a year with Virgin Active Red and upon being sent a reminder to renew i specifically asked for a termination and no one answered and i tried 2 accounts to do so without any reply from Virgin Active. After 2 months of paying a cancelled account i blocked my debit orders and i still am harassed to pay that money after producing proof that i tried to terminate unsuccessfully. I wanted to attach the mail trail but cant. Please contact me on +[protected]. Account number is:
Virgin Active Contract : [protected]
I hereby request the amount am billed for which is outside of my contract term be reversed and voided and a clearance certificate issues to clear my name.As far as i know i paid my accoun contract's full term and even more

Having joined VA Pavilion, Durban, I was told that as soon as the first debit order goes off I will receive an sms for the Adidas Voucher of R750 for their online store. The Debit Order went off at the end of the month but I have not received the sms. Please let me know what is happening as I would like to reward myself with a present for my motivation.

Please see below email sent to Wendy Ntutu yesterday afternoon at 03:19PM without any feedback received to date

Good Afternoon

In regards to reinstatement of cancelled Virgin Active Contract: ID Number [protected] – Francois Isaac Fourie

As per my first and initial discussion - as per your records, explaining that I could not recall that the stated terms and conditions of cancelling my contract was conveyed to me whereby I need to yet again pay the Once of Fee for Vitality Member – it was stated that a voice recording will be recalled via the IT Department and avail to myself

To date the latter has not been adhered to, in truth no one has come back to me, nor given any response – I feel disregarded and angered with the attitude of Virgin Active – I don’t understand why I need to phone every few days to follow up on the latter, I feel this is your responsibility i.e. “Customer Care” – a name not being lived up to

To date I think I have spoken to about 6 or 7 Consultants over a period of 3-4 weeks

This is the last time I will be requesting for a Voice recording to be made available to myself where the above has been explained to me and whereby I fully agree to the same – if not I will escalate the matter to higher authority

Further may I request a full list of Virgin Active consultants I have spoken to over the past few weeks including dates and times (Logged Times)

Regards

Hi there.
My wife (ID number [protected]) had a gym membership with Virgin Active in 2008 and decided to stop using it in 2009. Now (August 2017), she re-opened the membership and was advised her membership is suspended due to outstanding arrears dating back to 2009. She was never informed about this before. As far as my the National Credit Act of South Africa the debt is now prescribed as its been more than 3 three year old and there was no attempt made by Virgin Active to recover the arrears. In South Africa its against the law to collect any debt that is older than 3 years. Virgin Active is discriminating against her based on debt which has long prescribed.

If Virgin Active does not write-off the prescribed debt and lift the suspension of my wife's membership I will report this illegal conduct to the National Credit Regulator of South Africa which could carry a fine of up R1 million Rand for Virgin Active.

Regards
Andile Mlindi
Tel: +[protected]
Email: [protected]@gmail.com

According to Virgin Active my account has been blocked and I cannot enter the gym due to an outstanding payment.

First the payment was for R600.00 for a booster pack that I bought then cancelled because the trainer could not accommodate me, our schedules did not coincide.

Then I was informed it has been rectified and I owe an amount for June. I conformed June was paid, I was the informed it was for July, I confirmed the payment for July as well.

I'm now being informed the payment is for the month of May. the May payment was done on the 23rd of June 2017.

Please see all 3 payments that was made and according to Virgin Active there's still an outstanding amount.

Meanwhile I cannot use the gym but has been paying every month.

A complaint regarding the audio system in the ride studio has been an on-going issue for a year and to date unresolved. The group exercise manager has advised that she reported the equipment to Teljoy but they have not attended to it. I suggested, stop paying them, alternatively return the equipment (that is what I do to my suppliers) and I received a snarl!

I am a national member for approximately 15 years and have experienced one or other issue/s at the Sandton gym.

I and many others have missed today's ride class which is conducted by Elsa Storm due to the faulty audio system. May I please (and speaking on behalf of many other members attending Elsa's class) request that the equipment be repaired, alternatively replaced. My premiums as well as other members' are paid so we deserve the right to have proper working equipment. I look forward to receiving your response - [protected]@gmail.com

We are members of Virginia Active Cradlestone almost since the start 2015. Today we went as a family and started on the treadmill. My son is a runner and has been on the treadmill since the start. However today one of the trainers confronted me whilst running next to my son that he is not allowed if not of the age of 14. I explained that he is a runner with his next birthday 14 and that I will accept liability for any injury as I am right next to him so there is no horse play. The staff member (Zama) had a bad attitude and said he must get off the treadmill. I then requested the manager (Khuthi) and he just confirmed that my son is not allowed on the treadmill even if I accept liability for his safety. I was upset and eventually requested the lady at the counter (Maggie) to have a trainer show my son what he is allowed to train and which did not happen. Needless to say, it was an unnecessary experience and not the FUN Virgin Active "sells" with staff not trained to have tact in enforcing rules. I will appreciate confirmation if it is acceptable for my son to use the treadmill under my supervision. In addition suggest having a refresher training session with your staff on how to engage with customers and consistency apply rules as we have been going to the gym for 2 years and people gym without towels and still use the circuit as a weight training area, however your "FUN" police is then nowhere to be seen, they will rather waist time with nonsense of a boy almost 14 being a weapon of mass distruction on a treadmill. REALY

My 9 year old son was refused entry to gym following a change of policy, "due to POPI Act". Apparently ID numbers are required in the absence of the gym card. Yes, in principle that is not a problem. Its been practice for adults.
However it has been different for kids as they are usually let in if under the parents membership.

This frustration becomes a big deal as I had to deal with a bad attitude of the staff communicating this, worse he calls himself a fitness manager. Very rude!

Note: the notice on this change had no dates and only stated if no ID number, no entry. In fact Tuesday, he had access...so when did this change?
How do you expect parents to walk around with childrens ID numbers on such short notice?
Arri, made us feel we are not paying for the services. He was not interested to even call the manager when asked to.

Very unhappy with virgin active as this is not the first time this happens.

Good Day, i hope this email finds you well.
I am having the worst struggle with Virgin Active Greenstone Johannesburg.
When i originally joined i was sold on false information by the sales consultant.
After taking the matter up with management they advised the colsultant will cancel my contract en THAT the CANCELLATION FEE will be paid by consultant who sold me on falls information...i was happy with this as i would never have joined if not for that piece of informtion he sold me on...But still it has not been cancelled and they are telling me the cancellation fee needs to be paid by me...and they wont refund me for the last 2 months of gym i have been paying when promised it will be cancelled...every time i phone they advise they will get back to me...but never do...please assist me

Hi. I'm a member at Virgin Active Red Braamfontein. This morning I came into the bathroom to shower after my workout. The cleaning ladies were in the bathroom and never informed me about any maintenance procedures taking place today. The last time a male entered the bathroom to do maintenance I was informed and I left the bathroom. Today I got out of the shower walking literally naked and I hear a male's voice. But I thought it was form outside so I continued doing my things but then the voice got louder and the cleaning lady is talking to the maintenance guy while even looking at me but not telling me there is someone in the bathroom. Until I asked her what's going on and then she laughed telling me to move to the other side of the bathroom. I'm very upset and I feel highly exposed wether he saw me or not but the fact that I was not even informed about this is very Unprofessional.

1 August 2017 is the most recent date upon which I have complained to staff at Virgin Active Victory Park about the dirty, very dirty, swimming pool.

2 weeks earlier I asked to speak to the duty manager about the dirty pool, and did. He promised to do something and the very next day I saw a team sweeping the pool, which did improve the condition of the pool somewhat.

BUT the pool is currently brown on the bottom, bits of debris visible on the bottom, the water is murky and smelly.

The swimming students fill the passages with their clothes and bags one cannit get from the sauna or shower area to the change locker area and these youngsters talk very loudly, scream sing loud one cannot enjoy the sauna or steak room and yesterday they were changing in the sauna with bags and sitting on cellphones fully clothed chatting on cellphones. Also young kids unatended while the Dad and brother were gyming, entering and playing in the sauna and steam room they looked 9 years old the taps are disgustingly dirty and so are the facilities they get cleanened by eyes view only. As members we need to enjoy what the sunninghill members enjoy which is clean facilities free from noisy and untidy children clogging the sauna and gym area and parents that come just to bath their kids in there or leave the kids unattended to misbehave, i really feel like cancelling my membership as I am not enjoying my money's worth and the staff in front are told about this but they clogg the reception area, too lazy to come down every 5 minutes to reprimand members about their children or to reprimand the swimming teacher, we are going to start taking videos and pictures of this and broadcasting on social media, please Roodepoort do something.

Good day,
I trust this email finds you well.

I have been going to the Faerie Glen gym in Pretoria South Africa for a couple of years and am experiencing a lot of tension between the personal trainers in the last couple of weeks. This has escalated to a point where I feel I don't want to go there anymore. For me the gym is a place to unwind the daily struggles of life. This has become a problem since some of these trainers have "ganged-up" against one trainer who works extremely hard (btw she has the largest training group than any of these other trainers). They have formed a click and I have noticed that they are influencing some of the clients as well which I think is extremely unprofessional. I see this as a form of bullying against this woman and feel it is unacceptable.

This is suppose to be a professional space and I think these trainers needs to be reminded of that. What really bothers me is that apparently management were aware of a personal dispute between two specific trainers and yet they weren't bothered to appoint the other lady a couple of weeks ago. This was when everything started!

I really hope you can sort this out since this gym is my happy place. I would also like to be kept anonymous since I think these people would go the extra mile to make me feel very unwelcome as well. If I am exposed in any way I will have to take this further...

Please...please get to the bottom of this as soon as possible.

Kind regards,
Virgin Active Customer

Dear Sir/Madam. I'm a parent of a 9 year old daughter. I have a challenge with Southgate Virgin active. When I joined the club more than 10 years I was informed that my daughter will be looked after when I train and that I will not be disrupted unless there's n emergency. When she moved out of the day care class at he age of 7 she was allowed to use computers with other children with the help of the staff of virgin active.
Two months ago I was told that I needed to supervise my daughter during my training. This is disturbing beacuase it means that I cannot fully concentrate during my training. I then challenged the club manager about this as to why there are no classes for children above the age of 7 years since they are no longer allowed at the computer area. Her response was that I needed to supervise my daughter or alternatively look for another gym. I found that very unprofessional for her to respond in that way. She then informed me and other parents that there's a class designed for kids above the the of 7 years which never took place after they moved from the daycare. Most parents with children above the age of 7years are frustrated because of this new rule because they come for pick hour classes which starts at 17:30 -19:00 ( spinning, kick box, high impact which I believe is not age appropriate because of its high intensity)
I would hate to see virgin active loosing members because of this misunderstanding and of an unwilling manager who refuses to hear and understand our frustration as parents.
I will really appreciate if this matter can be taken seriously as I have made several calls to Head office to look into this matter.