Virgin Active South Africa
Reviews and Complaints

In December 2015 I gave my months notice to the Club Manager @ Comaro View, she went onto the system and wrote membership cancelled.
I was told all was in order.
In January 2016 I asked if it is possible to pay monthly subscriptions as I was un-employed and wanted to carry on with gym as long as I could.
I was informed that I could, so every month I paid cash into the gym.

End of May I could no longer pay and was told by the then NEW MANAGER it was fine.
I am now busy receiving threatening messages from MBD Inc. stating that I owe 7 months of outstanding amounts.
This is ridiculous I checked and did all the necessary at the gym with the Club Managers (with the staff as witnesses) and now I am getting this!

I owe nothing, as I was told I could pay monthly.
The club manager at Comaro should be held liable for this.

Can this please be checked into.

On Saturday 3rd December 2016 the “New” Virgin Active Maerua Mall opened its door and it has been a disaster. Next to all the physical things that are neither there or missing the biggest problem would be that Virgin Active had the audacity to never even inform any of its members that the new gym would be quite a bit smaller and that certain things will no longer be made available. Technically Virgin Active is in breach of contract and theoretically most of its members could sue Virgin Active, as we all signed contracts with the “old” gym where all of these amenities were available. This was in no way an upgrade to a better gym, but this is a downgrade.

It is also very clear that Virgin Active did not take the time or interest in researching its target market and checking what current members of VA Maerua Mall make use of, need or would like to have in a gym, neither were members or staff ever consulted on these matters.

The entire layout of the new gym is approx. a quarter of the floor space of the old one and the available space has been used in a most impractical and space wasting way.

There are two obsolete ‘consulting rooms’ (one would suffice) right in front of reception, making it impossible to see the computer station and sofa area behind Kauai. So when kids are sitting by the computers or someone else requires assistance, nobody can see. Plus the computer screens face into the gym making it possible for every member to see what the person at the PC is doing. Not very private.

The sofa area with televisions is a waste of space (nobody sits there). A sofa at the entrance/exit would have been much more appropriate, as it is only from there that one can see and be seen by those that we are waiting for.

Not to mention the ridiculous floor size given to Kauai. 8 small tables and one big one are overkill, considering that people barely sit there. Four tables would suffice quite generously. Kauai has probably lost more than half of its clients by moving from inside the mall to its current location. Members only get two hour of free parking for gymming, which has the result that we can either have a very short gym cession and have coffee, or like most people, take away a smoothie or something. Very few of us want to exceed those two hours and then have to pay for two hours plus more on the way out.
Plus: Why if Kauai is inside Virgin Active do they not adhere to the opening and closing times of the gym? This week I wanted to have coffee one morning, but Kauai was closed, no sign, notice or information hanging anywhere that they would be closed or have their own special opening times and VA staff tells me that they do their own thing, which is unacceptable.

We might have received new equipment, but we are on the third floor and every single machine faces inside even though we have massive windows to look out of.

Plus the machines might be new, but the picture quality is terrible, if the television is even working. Some machines have 15 buttons of which only 4 work. If the TV is working, then there are 10 channels, 5 are the information channel, 2 don’t work, 2 are sport and 1 music, but then the sound does not work. Or you have 5 channels, 3 info, two sport and one off.

There might be new clocks everywhere, but they barely show the time. One can definitely read the make, but the time only flashes for 2 second after every 8 seconds of useless banner. So one has to stand still and wait for it. How is anyone in the pool supposed to know what time it is? And why is there no clock on the way to the showers, right where the sauna is, so that people inside the sauna know how long they’ve been in there and that members can actually see how much time they actually have to shower?

The pool has been reduced to four lanes that are so tight that 2 people can barely swim past each other.

Why is there no sauna and only a tiny steam? The shower next to it is a waste of space and could easily be turned into a sauna.
Considering the lack of space the shower layout is a waste of space as well. And the incline inside the showers is not enough for water to run towards the traps and certain traps keep on clogging up.

Within the first two weeks water pipes burst behind the ladies’ toilets flooding them and letting water seep through the walls. And the toilets have been installed higher than standard height with legs hanging down.

There are vents in the toilets and ladies’ changing rooms, but so far I cannot say that they actually seem to work. And the toilet seats are already loose.

Only half of the lockers in the changing room have hooks for clothing to be hung up and within the first few days staff took up all the most easily accessible lockers. Why is there not a separate space for employees?

And the cleaning ladies need to be taught how to do their job, as they are not doing a good one, with a toothpaste smear still being on the wall after 5 days. And when you talk to the cleaning ladies they give back attitude. We definitely see them cleaning and preening themselves more that the place they are supposed to clean.

The same goes for the ventilation in the gym in general, especially the studio, which is now smaller and there are now more people attending classes, as there is less equipment to use. The ventilation inside the studio is useless and insufficient. There is air extraction, but no air blowing out to cool and dry all the profusely sweating members. This is something that can be fixed because the vents in front of the studio and spinning class work quite well. So for management to tell me that is how it was set and cannot be changed is not an acceptable answer.

The same goes for the barricade of weights and equipment between the room containing mats etc. and the stretching area (with a jungle gym smack in the middle). First you have to walk through the tiny super circuit of 4 different machines times 2 and then there is the barricade that we are supposed to walk around or walk through the studio and usually there are classes taking place and it is extremely rude to walk through those while class is going on. And upon the suggestion that the barricade be move elsewhere we received the answer “That is not going to happen.” That is not an answer any Virgin Active employee should ever give.

There is a lift, but no instruction on how to use it, as it does not work as a ‘normal’ lift does. Here you have to hold the up or down button until you get to the place you want to go.

During the run-up to the change we already talked to the assistant manager in October concerning the provision of at least one power plate for health reasons. We again asked ever week and mentioned that if there will be no power plate that we would to purchase the old ones. No problem, he will see if he can get one or two. Come the first week at the new gym there is no power plate and many members asked for one. He said he would order one. Then the answer came that he had discussed it with the manager, but that the manager is now on leave (as from 2nd weekend in December), so will have to see what the new year brings.
And why can the manager of a newly opened gym go on leave within two weeks of opening when one could see that there are masses of issues?

Hi

to whom it may concern

On the 25th November 2106 I joined my wife at virgin active Lenasia.
The sales representative that helped us name was Kim. After we joined Kim contacted us requesting a letter from the bank which was given.

It's three weeks later now and her account is still not sorted out and they do not want her to train until it is which is very embarrasing for her. We are not sure what to do now it's becoming very frustrating. It came to a point where my wife wants me to cancel my membership and join zone fitness with her. Her words were (virgin active has pathetic customer service).

Please let me know what steps to take to sort out my wife's account. Her name is Saleha Wadee

my name is Riza Arslan

id number [protected]

contact number [protected]

Northgate Virgin Active advertise a 7.30am Boot Camp class on Wednesdays. The instructor who is supposed to take the class frequently does not arrive. The management do not seem to think its important to confirm that an instructor is ready to take the class. When speaking to the 'captain' she seemed to think it was not her responsibility to ensure the class occurs like it is advertised. This club is poorly run and to me it seems as though staff members feel that customer service is NOT a priority. Cleaning takes place during peak hours at this club often resulting in it being difficult to actually enter the club due to the floor being cleaned and parts of the entrance to the club cordoned off. I don't understand why cleaning does not take place between 10 and 3 when the gym is generally quiet!

I only go to this club in the mornings due to it easy to access but most mornings I do not have a good experience and feel it is not nearly as well run as Bel Air and Randburg the other clubs I visit frequently.

Hi, I am a member at the Virgin Active in Mount Edgecombe going on 4 years now. Recently, this gym has been having issues with the aircon working on & off. 2 or 3 machines are always out of order & they have taken on a lot more new members than what the gym can hold. It is always busy & with the aircons not working all the time it becomes exceptionally hard to train. It can be so bad that, once I almost fainted. When you ask the manager on duty when is the aircon going to be repaired, they say that they are working on it. It has actually become ridiculous. For the amount of money that I pay per month I expect to get my moneys worth but I am totally dissatisfied. In terms of the machines, there is at least 2 machines everyday that is out of order. Machines are old & need to be replaced!

In 2009 I visited my parents in vanderbijlpark (I have been living in randburg since 2001) I was called by a the virgin active consultant - leanne douglas and said a friend gave her my reference. I signed up for the open week during april in 2009 and for the last few years vcm collectors are claiming money from me for that contract. My current gym contract was even stopped at virgin active little falls due to that.

I am now going to the ombudsman and also laying a complaint at the ncr regarding this. I live in randburg, why on earth would I sign up for a 2 year contract in vanderbijl. Whatever I signed for was according to me the open week papers and I have been illegally signed up for a contract theat they cant even find. I would never drive 70km just to go and gym.

To whom it may concern

I have a complaint with the Lenasia Virgin Active (29/11/2016). I arrived at the club yesterday at 7:30pm and to my shock my car was broken into around 8pm. Usually there are two guards that patrol in the back area of the parking lot. But yesterday to my surprise they were off duty. The manager wasn't even aware of this. I understand the fact of park at your own risk, but atleast if you have two guards at the entrance of the gym, have one guard walking around. If my drivers window didn't break and create a noise, it was possible that my car would have been stolen.

As for the gym set up now, the weights section, it's so congested and us who use that section cant even do half the exercises we want to do. The previous set up was much better. Now members bump into each other constantly and you get that feeling which demotivates you to finish your workout. There's also no camera's set up in the parking area.

Please, I would personally appreciate it if a representative can be sent to assist with the above issues.

Kind Regards
Avesh

What attracts me to a gym is the additional services such as the biokinetics.
At Virgin Active Vodaworld they cannot seem to retain their biokineticist. They come and go constantly. At the gym currently there is 2 very capable ladies that in my view provide a very professional service, Fika and Sandile. I was notified Sandile will not be available.

I am not sure why the Virgin Active Vodaworld battles to retain their Biokineticist staff. Furthermore the front desk staff are not very welcoming.

The equipment is so old and outdated and there is so much more potensial gor growth and health with the new equipment. we are paying more than at planet fitness, but they have newer equpment. A whole R165 more a month and on a 2 year contract where there is only 1 year.Please fix this. i mean we have had the same equioment for years. why do other virgin active clubs have newer equipment than us!Keep us at your club. Update the equipment . email:cjs.[protected]@gmail.com

Dear sir,

Independent investicagtion into a case of health and safety concern / racial bias

Hello! I’m a david boboye, the father of lola boboye of flat 48 gillfoot, hampstead road, london nw1 2jp. I hope that you and your family are doing well. I am a virgin active swiss cottage member. The reason for my writing you this letter is that I want you to intervene in a particular matter of disagreement between myself, my local virgin active gym (Virgin active swiss cottage gym o2 centre, swiss cottage, unit 2, level 1, o2 centre, 255 finchley road, 3 adamson rd, london nw3 6lu and my family.

I feel I have been unfairly treated not to talk of the unprofessional conduct of the staff and attention they have shown. My daughter was injured at the club sometime in may 2016 to which she broke her tooth and it was as a result of the staff’s negligence however, I think do much about it as it was my local club and I had a friendly relationship with the staff I didn’t want to have a reputation of the member that sued the gym. So I did nothing about it.

Fast forward 2 months later an altercation happened between myself and a lifeguard at the local club to which I expressed my displease at the staff’s rude approach toward me however to my amazement the management in particular the general manager jan smith (Who is currently denying the incident of my daughter breaking her tooth ever happened ever happened) took a view that I should be banned from the club. At the time I didn’t understand why, as I felt this was an extreme response to a simple matter. I have now recently found out that the incident that happened to my daughter in august was never reported into the accident books which I find very unprofessional as the health and safety rules state that all accidents or near misses should be reported. At this point I realised my treatment was unfair and probably done because of a cover up.

I have the prerogative of making this into a legal claim however; I want to address this in a way other than that no one experience what I have been through.
I would like you sir to get involved either personally or through a trusted assistant who will look into this objectively. I have been speaking to the martyn jones, customer service manager – family division but it’s like talking a brick wall. All I ask is that an independent review be conducted to show fairness and to confirm the date of the accidents and if I am found to be out of order then I can be excluded but until then I see this as a racial exclusion.

My contact details are as follows [protected]@gmail.com, [protected]

Sincerely,
David boboye

Good-day

last year Virgin Active had a promotion to use a Personal Trainer which I did and Marc Williams assisted me very friendly person. he showed me around and his system wans't working for us to do my sessions. so I told him that I'm available on Mondays and Fridays for sessions, he never responded on my whatsapps and then finally I asked him to refund me and he told me there's no refund something I wasn't even told from the beginning.

So I said to him I'm still available for Mondays and Fridays and still no response as he had told me previously that he's got clients those days. so eventually I said ok then i'll give it to my friend who goes frequently to the gym now he says the sessions have expired. My concern is that I was never told about all these things and only when I want my refund it's a problem. his name is Marc Williams and works for Virgin Active in Centurion, your assistance will be greatly appreciated.

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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!

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...

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.

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

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.

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]

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]

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!.

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