Menu
For Business Write a review File a complaint
Virgin Active South Africa Customer Service Phone, Email, Contacts

Virgin Active South Africa
Reviews and Complaints

www.virginactive.co.za

Learn how the rating is calculated

1.2 2 Reviews 598 Complaints
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Virgin Active South Africa Complaints 598

ComplaintsBoard
B
7:18 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Virgin Active South Africa No communication to rectify cancellation fees

I moved to Finland in August and had a contract with Virgin Active (Claremont branch) till the end of September 2022. Seeing that I would not be in South Africa to see my contract through, I proactively gave notice for my contract to end in September, stressing to the assistant in the club that it is NOT an early cancellation (with cancellation fees added) but rather an early notice that I will not renew my membership. Early in September a fee was deducted from my account that can only constitute a cancellation fee from Virgin Active. I have requested this to be rectified twice on the Virgin Active website, to no avail. No-one has contacted me either.

Please get in touch (via email).

Desired outcome: I would like the cancellation fee that had been taken from my account to be paid back.

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
S
1:03 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Virgin Active South Africa Virgin active not catering for all customers

Virgin active green point has two rooms/studios, other thank that there's machinery and a small piece of clear space not bigger than my bathroom. During peak hour virgin active decide to utilise both studios, no actually all day there are classes in both studios leaving the rest of the clients to wander around looking for open equipment. Its disheartening because you leave work go to gym, do some cardio if you're lucky to get an open machine then you have to wait until all the classes end at 7 just find some spare space to do a decent workout. The only reason you have to wait for the studio is because the rest of the equipment is being used. Reserve one studio for classes and let the rest of us get what we're paying for. We are not paying for other people's disco dance classes. There's actually another studio for biking classes too and three rooms for squash.

Desired outcome: Reserve one studio for classes and let the other one remain open for the rest of the member to have to option to use it when the gym is at full capacity.

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
Z
4:00 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Virgin Active South Africa Swimming pool, Gatesville Virgin Active, Athlone

12 September, 2022

I would like to lodge a complaint about the cold temperatures of the Gatesville branch swimming pool. Members have not been attending gym for two weeks due to the situation, and our Aqua coach, Thomas, has had to go without pay as a result. We are not happy about this situation. Temperatures have also been intermittent before the last two weeks. Some of the members are more senior than others, and do not do any other fitness activities, except swimming and aqua. Please could we have constructive feedback to this situation ASAP.

Thank you.

Esther Alard (on behalf of the aqua group).

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
M
5:54 pm EDT

Virgin Active South Africa Club v membership not linked to vitality

Virgin Active Staff Member at Virgin Active Kyalami/Waterfall(Patience) Not responsive/completely ignores messages and follow up emails. Her turnaround time to respond to queries is as and when she please

Completed form for Club V for my Daughter in January 2022

Card was issued but was never linked to Vitality

I have been paying normal rates for my daughter ,I was under the impression that it is already linked.

Upon discovery that it was not linked I raised the query with Patience at Virgin Active Waterfall/Kyalami

Two months down the line my issue is still not resolved.

I raised pointed questions to her via WhatsApp, she completely ignored my messages.

Sent emails to her with Her Manager in copy hoping that the matter will receive attention .I raised pointed questions as i needed to be clear about next step. Even requested her to give me a call

To this day ,no resolution.

The reason i am following up with her is that she initiated the process in January 2022 and i wanted her to complete the process.

why was my card not linked

why is it difficult to close this matter ?

Regards

Desired outcome: Link Card to VitalityRefund me for the months in error

Read full review of Virgin Active South Africa
Update by M Vilakazi
Oct 13, 2022 4:31 am EDT

To This day my issue raised on 05.09.2022 with Patience Tenyane at Virgin Active Waterfall is still not resolved.

Hide full review
ComplaintsBoard
G
7:49 am EDT

Virgin Active South Africa Personal trainers

I am quite worried about the fact as to what employees you as a company employ to fit with your company image, morals and values.. It came as quite a huge shock to me that your personal trainers are offering extra services over and above just personal training and hitting things up with married men instead of focusing on what their job really is. I would like this problem to addressed and necessary steps to be taken unless this is what you are connecting your brand with!

Read full review of Virgin Active South Africa
View 0 more photos
Hide full review
ComplaintsBoard
T
6:11 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Virgin Active South Africa Deducting money of my account nearly two years after cancellation

Good afternoon, My name is Theunis Botha and Id no [protected]. I use to go to gym at Montana in Pretoria. I had an good experience over there until one day that a lady came to me and went of about my mask in the lock down period. I explained to her that you can take it of if you do extensive training as Virgin Active press release. She was very rude and one of her colleges apologies on behalf of her. After the above it happened twice and I was livered and went to the office to cancel my membership. There was a biokineticist, this lady from Virgin Active and a gentleman from Virgin Active also in the office. I explained my dissatisfaction from this lady's attitude and cancelled my membership on the 12 Jan 2021. I received a letter from the bank regarding these deduction as I was not using this account. I contacted Virgin Active and spoke to a very rude lady by the name of Patience Maphanga and explained myself. She tried to make me out to be a liar. I send her proof of when my Vitality was cancelled with Discovery just to back up my story, here response it is two different entities, I know that. If they did what they were supposed to do we would not have this conversation. Expecting as call from your office. Regards, Theunis Botha [protected]

Desired outcome: Please refund me my money

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
L
12:53 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Virgin Active South Africa Handling of my account

To whom it may concern

RE: Official complaint  [protected]

Dear Sir/madam,

I have been a member for some years at Virgin Active in Namibia. I had only good memories when I was using your facilities, even though at an on-off basis due to my work conditions.

However, my last experience was not good at all, which is why lodging an official complaint. I came back from Malawi and India late in 2020 due to COVID-19. In April 2021, I approached the Virgin Active Branch at Marua Mall, where my daughter is a full-time member. I was assisted by an agent by the name of Emanuel (spelling?) ([protected]).

I explain to him that I want to join for only a month and a half. The reason for this was as follows:

1. My daughter was to get married at the end of May and exercised daily to get herself in shape. I wanted to support her by going with her to the Gym mentally.

2. Secondly, I made it very clear to Emanuel that I am leaving the country for good at the end of May and will only use the Gym until the 15th of May.

He then indicated that it was not a problem. I will only pay for one and a half months. So he went ahead and prepared a document for me to sign. When handed to me to sign, I signed and then noticed there was a debit order. I asked him why I had to sign a debit order. He said it was normal procedure if someone continued using the facilities after the agreed time. He indicated he would ensure that his offices would not initiate the debit order, and they would see the cash payment I made will show a short-term contract. He didn’t give me any documents, and I assume everything was fine. I started to visit the Gym, and on the last day, on the 14th of May, I handed in my client card and indicated to the receptionist lady that she should inform Emanuel that I was leaving and he should make sure my contract was canceled as agreed.

I left Namibia to settle in Liberia. I have not, since I left Namibia in May 2021 till April 2022, heard anything from Virgin Active; neither did they collect money from my bank through the signed debit order, nor did I receive an email in this regard. This was an indication to me that everything was in order.

However, it was not the case. In April 2022, I suddenly, out of the blue, received an email claiming that my account was overdue. I sent an email in this regard; secondly, I phoned Emanuel, and my daughter also phoned him to ask him what was happening. He responded that the system is currently experiencing some problems and due to COVID-19 a lot of accounts got mixed up. He said the system is currently offline, but he will immediately rectify the situation. I also received a call from the Cape Town branch, and I explained to them the as above.

In the meantime, we continue phoning Emanuel, and he keeps promising it is rectified and will send us the proof. He never kept to his promise, and so the game continued. I send him SMS, and he makes promises.

In the meantime, I am bombarded by phone calls from Virgin Active.

Can you please advise me on how I should proceed to get this sorted out?

I am looking forward to your positive response.

Lawrence Pringle

3rd street,

Monrovia

Liberia

Desired outcome: That this account and my membership should be terminated as requested. That Mr. Emanuel should be sent for customer service

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
O
11:19 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Virgin Active South Africa Sales ethics and deprivation of benefits

Good day,

I am [edited], I called and joined Virgin Active online on Monday, 15 August 2022. I was offered October and November free when my debit order goes through at the end of this month. However, I believe that Mr Khaya Sinqe, the Sales Consultant that serviced me knew more than I do. When I got to the club (Potchefstroom), I was told at the club that if I joined at the club with membership option I have, I could have been offered 3 months free and a free Virgin Active Bag. I was disappointed at the Mr Sinqe for not informing me of such benefits. I believe in fair and ethical business practice. Mr Sinqe robbed me of the benefits that was due to me as a client. He was supposed to have informed me of joining options (club or online) and the pros and cons. I wrote an email to him yesterday, however, Mr Sinqe have not provide any feedback or defend his actions to this time. In fact, I was met by a loud silence from him. I am so disappointed. The reputation of Virgin Active should be protected by all means and above par service being uphold with the reputation of VA at our disposal.

Desired outcome: I believe fairness should prevail and the corporate should effect what is right, offer me the benefits that I was robbed of.

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
F
5:47 am EDT

Virgin Active South Africa Virgin Active SA (Lorraine - PE Branch) - Spinning Bikes

SPINNING BIKES ALL BROKEN AT VIRGIN ACTIVE - LORRAINE PORT ELIZABETH

I joined Virgin Active primarily to attend spinning classes. Several years ago we had over 30 bikes in the spinning class. Post Covid we were down to 19 bikes. Unfortunately over the past few months however, as the spinning bikes break they don't get fixed. Several of us have complained and there are always excuses.

As things stand now there is NOT ONE spinning bicycle that is working properly at the Lorraine branch, not even the instructors' bike!

Every morning we play musical bikes trying to "build a bike" that semi- works. We have complained and complained, they say parts are coming, well so is Xmas. Very sad state of affairs for a health brand that is supposed to be professional. Not sure where else to turn other than social media to get this rectified.

Where there is a will, there is a way!

Desired outcome: Fix or replace the bikes and deliver the service you offer.

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
K
5:26 am EDT

Virgin Active South Africa Membership Debit Order

I am Virgin Active Member and they stopped debiting the Membership fee without my request. I was not aware as i was hospitalized for almost two months after which i had to recuperate. I have not as yet been back at the gym and only realized when i was contacted that i have not paid my Membership and i owe months as they have not been debiting me. I contacted the Bank which confirmed that the Debit order was not stopped by the Bank.

Desired outcome: i would like to have this matter resolved as I am also subsidized by my Medical Aid Discovery under Vitality. Obviously Virgin Active has been receiving my membership fee from Vitality.

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
T
6:26 am EDT

Virgin Active South Africa Bad service

Firstly Southgate virgin active has closed down.All members of South gate were guaranteed a premium membership. Upon calling virgin active two months ago,the agent informed me the premiu magreement was no longer in case.She told me this without verifying. I felt so angry and frustrated. She calls me back after some time to say the agreement is still in place. I paid up the account in full to start gyming again . Another agent calls me back two weeks ago saying I owe virgin active money and then rudely just drop the phone In my ear and say don't u dare talk to me like that.i am being called every day by virgin active virgin active Harrassing me for money I do not owe.my account is paid up to date but instead they telling me the system is calling me. When my account is paid up.

Desired outcome: Reward for general damages

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
S
2:57 pm EDT

Virgin Active South Africa Struggling to Cancel Membership

Dear Virgin Active - I must say that I am so disappointed in your service. I have NEVER in my life experienced such bad service as I have with you. I moved to a town with no Virgin Active and have been trying to cancel my membership since November 2021 - emails went unanswered, calls have been forwarded to different people and eventually dropped. My only way to cancel was to drive to a town that has a branch. I finally filled in a form (one that you can easily put online) and was told that it would take 20 business days to process and that the next month’s debit order would not go off - which it did. Why do you make it so difficult for people to cancel their membership? Is it just so that you can profit more? Well, that does not surprise me.. Please could someone contact me so that this issue can finally be resolved. It is not easy to keep up with expenses today, let alone have an extra debit order that goes off for a service I cannot even use because there is no club nearby 😠

Desired outcome: I would like a refund for at least the last debit order and my membership cancelled.

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
C
3:07 am EDT

Virgin Active South Africa New gym contract

Hi,

I moved 3 months ago and have been requesting for assistance to move to another gym, I keep getting debited the old gym contract fee's and on the app it does not allow me to change gyms.

I'm getting so sick of this and want to start using this membership that I'm actually paying for .

I'm going to post over and over again on social media about how shocking your after sales are, its just plain and utterly disgusting.

Desired outcome: I want gym memberships changed and to be refunded all my money from the original sign up gym that I have not even made use of given I have emailed and emailed non stop to be moved to the gym closest to me.

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
D
2:12 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Virgin Active South Africa Gateway Virgin Active over capacity

Good Day

I am having a problem almost daily with your gym facilities having to wait for machines/weights to train.

I have been complaining to your staff but there is nothing much they can do as they are just employees who sets the rules.

Your gyms are over capacity with regards to machines/weights allocated versus the number of people entering the gyms.

Gym is supposed to be a therapeutic time but I find myself arguing more with your staff as to why the gym is always so full.

For example : If there 100 machines./spaces at gym for people to train then your clock in system should only allow those 100 people. Currently its double & what makes it worse is La Lucia branch is closed so now its even worse than usual.

I understand you'll are a company who needs to make money to survive but what about your customers who is not getting their monies worth.

Within 1 hour I sometimes train, I physically only do exercise for 30 minutes as I have to weight for the machines to be empty & this is on a daily occasion.

Desired outcome: Virgin active to allow capacity according to Gym setup as per machine per person usage so If you have a 100 machines/equipment/weights then only allow 100 people at a time.

Read full review of Virgin Active South Africa and 1 comment
Hide full review
1 comment
Add a comment
S
S
Shay999!
Cape Town, ZA
Sep 14, 2022 12:54 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

I don't thinks it's fair to book classes throughout the day especially during peak hours when there's no capacity for people to excercises. Am I paying for a treadmill and and other people to have a room fully booked for their classes while everyone else wanders around looking for a machine or space to workout. Not to mention some privacy.

ComplaintsBoard
L
4:45 am EDT

Virgin Active South Africa Deducting from my closed account for 6 or 7 months.

My complaint is that I have informed Cornelia Manuel, one of the employees working at "The Sanctuary", probably an accountant, that my daughter's account has been canceled and that they are still deducting from my account. She informs me that she will investigate and come back to me. I went to her month after month and everytime the same promise us given but no response and deductions continued. At one stage I successfully reversed the deduction, but sheepishly it continued. I am at a loss of words for it continued for about 6 or 7 months and no other person can help you at Virgin Active because of false excuses that they are not available. What are they doing with my money? Is this to make up for the loss during covid?

Cornelia Manuel asked me to bring proof from the bank, which I did, and nothing was returned of the deductions made. When I ask her to please respond, she still ignores my e-mails. I have also written to [protected]@virginactive.co.za and have not heard from them either.

Desired outcome: I hope that it does not have to pressurize one to inform the newspapers concerning the services we receive from Virgin Active. Thanks for listening.

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
M
9:06 am EDT

Virgin Active South Africa Cancellation of Contract

I have cancelled my contract with virgin active august of 2021,via email. Whereby they have said that they have received my request. They have deducted still after my cancellation. But by January 2022, I stopped the debit order. Now I am being harassed by their collections department for an arrears account. Which isn't the case, since I have upholded my side of the contract, by letting virgin active still deduct 3 months of fees. But they haven't kept to their side of the contract.

Desired outcome: I'd like my name to be removed and cleared from the arrears department, and my account to be closed as requested.

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
N
2:13 pm EDT

Virgin Active South Africa Theft and no action from your manager.

Dear Virgin Active, I write to you this evening as it is now 1 month and 2 days since my lock was broken and locker broken into at your Virgin Active gym at Waterfall Mall in South Africa. I lost a pc, wallet, all cards, drivers licence and a mini iphone 13.

Your lady that assisted me to close my bank counts was so on the ball, thank you for that, as this was 06h00 in the morning.

I described the potential suspect to both the police and at the gym when I lodged the theft. I went from changing to the loo to the pool then back to the locker to fetch my swim cap. The lock was broken and contents gone. This gym also has 10 car guards looking after motor vehicles outside.

Your Gym manager Eta, was unable to assist me to review footage, due to both your policy, but now you have cover under the new South African laws. Your gym manager was also never present to see me. I recently emailed and the latest received was from your manager when he called me Mr Jacobs, (thus I assume Mr Jacobs locker was also broken into), as this is not my surname.

I mentioned that I am not comfortable going back to the gym as a thief is harbored there, and has not yet been identified. Is there something head office is able to do to give me some comfort, (by telling me you can suspend my membership is great) if I did not want to gym. Thus there is no value in this.

I am a very annoyed about this, as correspondence is always from my side., No information from the gym, everything is mum at this stage.

Desired outcome: Review the footage. Get rid of the thief. Place very large lockers at your front security, sometimes one needs to put a laptop in a locker.

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
P
3:01 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Virgin Active South Africa membership

I joined the membership of virgin active last month ,April 2022,i 0nly went to the gym once ,when i call them and tell them i want to cancel my membership they tell me that i have to pay R1200 ,why do i have to do so ,they should allow me to pay for the day i went to the gym.

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
K
5:00 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Virgin Active South Africa Unresolved contract since 2014

I have filled in a complaint about Virgin active disputed contract. They have my name under people owing them. I have had several contracts with virgin active and when I wanted to take a contract with them in 2018. They told me i was owing from 2014, which it was a contract i disputed. They even have let me got into two contracts after the one they said i owe. I have tried to resolve this with them.

Desired outcome: I would like my name to be removed from owing people.

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
C
2:02 am EDT

Virgin Active South Africa Incorrect membership fee debited

I was debited almost double my normal membership fee, my membership fee should be R440 and I was debited R870.

Desired outcome: To be refunded.

Read full review of Virgin Active South Africa
Hide full review

Virgin Active South Africa Reviews 0

Looks like Virgin Active South Africa has no reviews yet.
Write a review
Subscribe to receive notifications of all new customer feedback

If you represent Virgin Active South Africa, take charge of your business profile by claiming it and stay informed about any new reviews or complaints submitted.

👉 Claim your business

Overview of Virgin Active South Africa complaint handling

Virgin Active South Africa reviews first appeared on Complaints Board on Aug 9, 2006. The latest review Sales was posted on Nov 29, 2024. The latest complaint 2 year gym membership contract was resolved on Jun 02, 2023. Virgin Active South Africa has an average consumer rating of 1 stars from 600 reviews. Virgin Active South Africa has resolved 23 complaints.
Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service
  1. Virgin Active South Africa Contacts

  2. Virgin Active South Africa phone numbers
    +27 860 200 911
    +27 860 200 911
    Click up if you have successfully reached Virgin Active South Africa by calling +27 860 200 911 phone number 45 45 users reported that they have successfully reached Virgin Active South Africa by calling +27 860 200 911 phone number Click down if you have unsuccessfully reached Virgin Active South Africa by calling +27 860 200 911 phone number 55 55 users reported that they have UNsuccessfully reached Virgin Active South Africa by calling +27 860 200 911 phone number
    Head Office
    +27 216 843 000
    +27 216 843 000
    Click up if you have successfully reached Virgin Active South Africa by calling +27 216 843 000 phone number 11 11 users reported that they have successfully reached Virgin Active South Africa by calling +27 216 843 000 phone number Click down if you have unsuccessfully reached Virgin Active South Africa by calling +27 216 843 000 phone number 20 20 users reported that they have UNsuccessfully reached Virgin Active South Africa by calling +27 216 843 000 phone number
    International
  3. Virgin Active South Africa emails
  4. Virgin Active South Africa address
    3rd Floor, Mont Clare Place, CNR Main & Camp Ground Road, Claremont, Cape Town, 7708, South Africa
  5. Virgin Active South Africa social media
  6. Michael
    Checked and verified by Michael This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Dec 09, 2024
  7. View all Virgin Active South Africa contacts
Virgin Active South Africa Category
Virgin Active South Africa is ranked 22 among 83 companies in the Fitness Centers and Gyms category

Our Commitment

We stand for unbiased reviews

We make sure all complaints and reviews are from real people sharing genuine experiences.

We help resolving issues

We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.

We advocate freedom of speech

We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)

We ensure transparent and fair ratings

Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.

We care about your privacy

Personal details of reviewers are strictly confidential and hidden from everyone.

We are easy, free and open to everyone

Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.