Menu
Virgin Active South Africa
Virgin Active South Africa Customer Service Phone, Email, Contacts

Virgin Active South Africa
reviews & complaints

www.virginactive.co.za
www.virginactive.co.za

Learn how the rating is calculated

1.2 592 Reviews

Virgin Active South Africa Complaints Summary

23 Resolved
568 Unresolved
Our verdict: If considering services from Virgin Active South Africa with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
Verified
The authenticity of the customer service contact information for Virgin Active South Africa has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Virgin Active South Africa. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Virgin Active South Africa reviews & complaints 592

Filter reviews by rating
5
0 review
4
0 review
3
0 review
2
0 review
1
1 review
Sort by:

Newest Virgin Active South Africa reviews & complaints

ComplaintsBoard
W
9:02 am EDT

Virgin Active South Africa Setting up of membership and contract activation

I have sent multiple requests to Amy (administrator of new contracts) to provide me with the contract details after joining Virgin Active online and to date I have received nothing.

Today I received a WhatsApp from [protected] that enquired whether I was still planning to join the Gym. I responded by stating that I had not received the documentation yet and did not want to embarrass myself by going there with a flimsy piece of paper and then beg for access as the contract might not have been activated yet.

Low and behold, so I decide ok, maybe I should just get this sorted and I go to the Gym today, they cannot find me on the system at all. I informed the person that sent a WhatsApp to me, and they said they will resolve it immediately.

It has been more than 4 hours now since I first informed them that I cannot register for online access as it too states that I don't exist and still no Feedback or anything.

Is this how Virgin Active does business? Ten days later and I am still not registered and still not able to access functionality etc.?

Desired outcome: Can I at least be registered and this Amy consultant be dealt with accordingly, promised me a maximum of two days turnaround and still nothing and then to have me embarrassed when I go there as I feared is not acceptable.

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
R
5:36 am EDT

Virgin Active South Africa Worst gym

I have been billed for 2 months even though I cancelled my contract due to mixed messages, unkept promises made that I will have 2 months free, then only will my first payment be debited at the end of march 2022? I keep getting different messages from different people? This is the kloof gym in durban.

I have all the proof and documents but yet they still keep calling me... Please communicate with each other? And sort it out!

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
W
6:58 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Virgin Active South Africa Fraudulent account created, wrong fees debited, 18 month query running

Good day,

What a journey with Virgin Active. To date no correspondence was received from the company and our query started September 2020.

Where to start, firstly, Virgin Active froze all memberships during the lockdown period, however somewhere in between my Vitality status was changed (I was not aware), when the lockdown restrictions were lifted, I was suddenly debited R670 monthly, instead of the usual R167. After one of the many phone calls to Virgin Active it was clear that my Vitality status was affected (3 months down the line with a total of R670 x 3 = R2010 debited). I voiced my discontent and asked that I give a month's notice and exit as a member. Upon exiting, a consultant phoned (very worried that I now wanted to cancel my membership) and offered to resolve the issue and in the interim, only debit my account with half of the R670 (meaning R335 - this they call a retention). Four months down the line the consultant was no where to be heard of (even to this day) and I was left with R335 to pay. I contacted Virgin Active another 5 attempts telephonically (all relevant proof available) and to no avail, I was eventually asked to head to my nearest club, which I did. By now I've had it with Virgin Active. By now they used the excuse that they have been hacked a while back and due to "no systems working" the consultant at the specific branch agreed to again "sort out my query" if only I paid the R455 Vitality joining fee and agree to the original R167 membership fee. Again reluctantly wanting to sort out the membership, I agreed. Needless to say I paid the R455 and the consultant resigned at the club after punching in my ID number incorrectly by one digit. This triggered a "fraudulent member alert" at Virgin Active and I was now on some list at head-office. They also started debited my account again, twice (two memberships) and the total membership now amounted to R837 (R670 + R167). I'm out of pocket and trying to keep the emotions low is tough. If anyone can help I honestly ask that you would.

Desired outcome: Refund of all monies owed to me (detailed layout of all due funds available)

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
G
5:40 am EDT

Virgin Active South Africa Virgin active honeydew - wrong membership fees debited

Good day

I would like to file a complaint please.

In January i converted my membership from a normal club membership to a Vitality membership. Upon completing the new membership form for the Vitality contract in the branch, the incorrect debit order amount went off my bank account of R650 in February despite me completing the form.

I went again to the branch to alert the sales staff and completed another form with Ofentse Mosiapoa who advised i would be refunded. I waited several weeks and realized that the money still has not been refunded. I went back to Ofentse and he apologized as he did not submit the form to his claims administrator. I went back to Ofentse and completed another access form stating my case again. I followed up this morning 24 /3 /22 with Ofentse and he advised he is awaiting for communication with his administrator and that we does not have any feedback as yet.

I now need to escalate the matter as a matter of urgency for my refund to be made . Please can someone assist me as soon as possible. I would like to see what amount Virgin Active will debit me at the end of March.

Please contact me on [protected] , ID [protected]

Desired outcome: R650 refunded back to my account

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
Z
8:05 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Virgin Active South Africa I need to be refunded on the policy that I did not agreed on of r1080if possible I need to cancel all virgin active membership

I always had a membership and expired long time ago and have not at the gym since 2019, sometimes beginning 2021 I joined again and was told they have a special where it will pay lesser since Covid and was mostly in Newcastle and there is no Virgin active there but I agreed on the offer of R110 monthly as it was frozen mice couldn't access the gym.

2021 from November I then get debited twice the one I agreed on R110 and the other one for R1080 I have been querying this and I asked for refund I have been to the club, I have seen the manager and everyone else who all promised to sort this mess off but still today, I have asked to cancel everything with Virgin active since I am not happy with their service, and I was told I will have to pay in some money.

Every month I get debited 2 amounts and let alone I am still in Newcastle not using their services, I was asked to email proof that I am in Newcastle, I have been asked for bank statement showing 2 debits still nothing been done.

Every time when I call to find out about the progress I am always told either admin not in or the guy who helped me to join is not in the office but it's been story after story, I am super annoyed and tired of this

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
W
9:35 am EDT

Virgin Active South Africa customer service staff arrogance to members

There is a staff member at Glen Marais that was very disrespectable,arrogant,

and not helpfull at all whithout using words like please and sorry.

Her name is Shannon,and I am about to cancel my membership because of her arrogance.

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
L
1:49 pm EDT

Virgin Active South Africa Virgin Active Manager Broadacres

This is to officially lodge a complaint about the manager Oli at Virgin Avtive Broadarces. Unprofessional and picking on innocent clients to prove his worth as a gym manager.

Please contact me for full details of years of discrimination as Melrose Arch member participating at Broadacres Virgin Active.

Regards

Lynn

[protected]

[protected]@gmail.com

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
N
3:54 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Virgin Active South Africa Equipment and state of the entire gym

I am really disappointed with the state of the equipment and the gym in general in amanzimtoti, more than half of the machines and equipment is not in working order and the half that is working is falling apart. Surely some upgrades should be made but I have not seen any in the last 6 years being a member yet we pay full membership. I find it shocking compared to other virgin actives around us and really think something needs to be done.

Kids under 7 are allowed in the kiddies area and there is no place for kids older than 7, what are the single parents meant to do if they work full time and have to take them with?

Desired outcome: Upgrade our Gym and equipment

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
G
7:24 am EST

Virgin Active South Africa False advertising

I signed two contracts towards the end November 2021 with the Bedfordview branch & was told Virgin was running a special that the first 3 months would be free, needless to say, I've been debited every month except January, which I'm sure is the same for everybody, my emails sent the branch have fallen on deaf ears as I am sure so will this one. Furthermore, during lockdown I was promised reduced monthly fees, yet debited in full when I was no longer attending the gym.

Regards

Montey Leonette

Desired outcome: Please refund!

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
S
6:09 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Virgin Active South Africa Virgin Active Still billing my account when it was a 24 month contract

totally and utterly disgusted with Virgin Active Little Falls! Firstly cancelled my contract which ended in December 2021 since 2019 as it was a 24 month contract.

When I called on Sunday 27/02, the lady named Mpho was suppose to call me but didnt. When I called today, she called me back with no solution and yet they billed me 3 extra months! with no re-imbursement,

Who goes to the gym during covid? When my contract finished at the end of 2021 why did'nt anyone call me?

THE EXCUSE IS THAT IT IS AN AUTO RENEWAL! Can the manager not even have decency to let the customer know that they will still be billed?

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
K
8:49 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Virgin Active South Africa Unresolved contract since 2014

In 2018 I wanted to take a contract with Virgin Active in East London. I filled and signed all the necessary paper work and this was going to be my third contract with VA. Then I was told that I was owing money from a 2014 contract. My surprise was that I disputed that contract in 2014 and they still allowed me to have two other contracts after that. And no one ever contacted and said I was owing.

Desired outcome: I would like my name to be cleared.

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
A
5:06 am EST

Virgin Active South Africa Refund

I enrolled my son at the La Lucia Club for swimming lessons and later on they advised that pool was under construction after enrollment.

I requested a refund and cancelled the lessons as i could not drive to other clubs for the lessons.

Andrew Whitson advised he would arrange the refund for me on 17/01/2022. I have been conducting follow up's to date no one has an answer, always same feedback they are awaiting feedback from the head office.

Conducted a telephonic follow up spoke with Rene Reneiker at the call centre who said she will call the club and ask them what was happening with refund.

This is totally unacceptable that it takes more than 1 month to process a refund.

I have been treated with the most utter disrespect and should this issue be not attended to within the next 48hours.

I would have exhausted all avenues and will be laying a formal complaint with all the relevant industry regulating bodies which handles customer complaints.

Desired outcome: I just want my refund back.

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
M
12:46 am EST

Virgin Active South Africa Security of personal belongings a big issue

Virgin Active in Paarl - my son and his friends cell phones was stolen out of their locked lockers at the gym. (it even had and additional safety lock on the door my son purchased) When I arrived and talked to desk the staff, it became apparent that this is not an isolated incident. The staff discourage the boys to walk around and ask other clients if they saw someone in the lockers.

They boys are members for less than a week and on a Sunday someone comes in, break open the lockers and steal their cell phones, while the day manager tells me we cannot look on the corridor cameras because of the POPI act? Criminal situation occurred and the POPI act does not come in play?

So disappointed in the lack of security, door of locker was easily opened, but more so in the staff "covering at the utmost effort" to ensure that they can do nothing?... and trying to keep this incident low level.

Desired outcome: Virgin Active should take responsibility and refund via their insurance the cost of the items lost. All parents involved are disappointed in this gym, our kids stuff got stolen so easily. Why keep them going there?

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
J
5:12 am EST

Virgin Active South Africa Tyrone Daniels

I have been waiting for my refund, since 1 February, today is the 10th called the CC at 08:00 left a message for AMIEN KLAARKSON to call me back i called back at 11: 47 spoke to Tyrone, he said Amien is in interview when asked for her superiors details refused to provide information, I am not just fishing for information i am a client waiting for feedback and i get the POPI Act thrown at me, this is not a personal call its business, information should be available to clients, is there no transparency and ethical behaviour. What kind of service are you then offering, these things should be told to each client before joining then maybe we will be aware and make informed decisions. So is this how VA does business incorrectly debiting bank accounts and then managers avoiding. So sad service. My contract just started and already there are issues. It does not take this long to rectify an error especially with the Technology at our finger tips, it feels like its being delayed purposely.

Desired outcome: REFUND IMMEDIATELY

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
L
1:14 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Virgin Active South Africa Gym membership overcharge

name : Lingasen Reddy

ID No [protected]

I am on vitality last year i was charged R1200 for a 3 month period

I have did a written complaint at the branch in Balito

now i am being charged over R600

I am on vitality

Please put my membership on hold and i would like a full reimbursements for the overcharge

Lingasen Reddy

[protected]@gmail.com

[protected]

Desired outcome: Reimbursement and a correct membership charge

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
K
3:34 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Virgin Active South Africa Unresolved debt

I have been a member of Virgin Active for a while. In 2018 after one of the contracts I had came to an end. I wanted to take another contract, I was told that I owe. The Debt they were referring to was dating back to 2014. I have disputed the debt in 2014 and they have also given me two contracts after that. I was suprised to know that it was never removed on my name. No one from Virgin Active ever emailed or called me and said I was still owing, until I was taking another contract they told me that.

I have written emails trying to resolve this because I want to join the gym again. They are telling me to pay half of the money they say I owe. My dispute is how can I pay for something I do not understand how I got to owe. And they have offered me two contracts after that deal and never told me I owe.

Kind regards,

Kholosa [protected]

Desired outcome: I would like my name to be cleared, they have never followed the write process. i was not even aware that i owe up until i wanted to secure a new contract with them.

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
A
7:26 am EST

Virgin Active South Africa Waterstone gym

Badly managed. Maintenance non existent. Staff ignorant.

This gym reflects terribly on the product. I've been to other Virgin gyms. The management do this gym is absolutely redundant.

Gym has been refurbished. The problem is not the refurbishment. It's totally the management (or lack thereof) and the staff that also reflects on the management of this particular gym.

You will be loosing memberships due to this

Desired outcome: Get better management team in.

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
M
12:44 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Virgin Active South Africa Membership

Please assist with allocating and correcting my account.

On the 31st of Drc R649.00 (50% of my areas as offered by VA)
was paid by card.

On the 3rd of Jan a debut order of R550.00 went off my account for my Jan payment then VA debited my account on the 6th which I reversed.

Bellow are the attached proof of payments for your info.

My challenge is I asked for my membership to be downgraded to off peak as of the 15th of February however the changes were made immediately while my debit order was off peak.

I have tried rectifying this with the company but to no help.

Pleadr resolve yhos as it's really annoying having to explain to each receptionist at the club just to gain access.
I am at a point whereby I'll take this further.

Looking forward to your response.

Read full review of Virgin Active South Africa
Hide full review
ComplaintsBoard
J
5:07 am EST

Virgin Active South Africa Complaint about safety and follow up at silo gym

Dear Silo

I attended your Silo gym on Friday the 14th (member number [protected]) and was using the spa facility at the time of the incident.

I was exiting the jacuzzi by steps area and on the final platform found myself flat on my back on the tiled floor.

I luckily didn't hit my head on the last stairs or break a limb as I could easily have done this at the time of the incident

I informed the manager on duty of this incident and talked through my concerns while we watched another member jump over the side of the jacuzzi. He too confirmed he felt unsafe using the steps and opted to enter the jacuzzi via the side.

My primary concerns about the safety of this area:

1) The stairs were not equal in depth and the final step is a little deeper.
2) The 3rd step down was missing non slip material
3) The final step down had loose non slip and required maintenance
4) The final platform of tiled floor we step onto was completely wet and required either a wooden platform and a non slip mat glued onto the tile to be safe for clients to step onto without risk of falling.

The manager explained that yes the non slip should be dealt with and he seemed very surprised that I landed flat on my back.

He explained to me that the tiles have a substance on to prevent people from slipping which I find hard to believe as I slipped and after discussing this with other members of your gym determined that I was not alone.

I was then called by the general manager to get more information about the incident and was informed that Silo Gym would initiate a safety assessment on this area as soon as possible and feed back to me.

Saturday the 15, Sunday 16 and Monday the 17th I suffered with whiplash from the fall on my back and my left knee presented with a bruise and swelling as per picture which can be assessed by a medical professional.

This is the top gym in South Africa and when you have an incident like this you should send your clients for a formal assessment to a physio to ensure that these injuries are dealt with appropriately and that you are taking responsibility for the safety of your members.

I attended the gym today and noticed that the Jacuzzi area is still a risk as no sign was left to say wet floor and non slip hasn't been repaired.

I was also surprised that I did not receive a follow up call on Monday, 17th January to assess how my injuries were progressing.

I am generally very impressed with this gym, but I am sure after reviewing this information for yourself you will determine that this incident has been poorly managed and you should implement procedures to deal with safety incidents to prevent clients feeling like they should raise a complaint on this platform.

I look forward to receiving your feedback.

Best wishes,

Justin Margolin

[protected]

Desired outcome: Complementary physio sessions, upgrade safety of jacuzzi stairs and platforms to non slip material and an apology in terms of monthly reduced premium would be appropriate for not appropriate safety procedures.

Read full review of Virgin Active South Africa
View 0 more photos
Hide full review
ComplaintsBoard
J
8:33 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Virgin Active South Africa Steam room / Sauna

Virgin active sunvalley and virgin active west lake both of their steam room/ sauna are still off this is why i actually joined virgin active and now i cant even use it, when is this problem going to be sorted out?
West lake virgin active half of their equipment isnt even working we have been told its going to be repaired, WHEN are they going to sort these problems out?

Desired outcome: Want to use the Sauna again!!

Read full review of Virgin Active South Africa
Hide full review

Virgin Active South Africa In-depth Review

Facilities:

The gym equipment at Virgin Active South Africa is top-notch, with a wide variety of machines and weights to cater to all fitness levels and goals. The facilities are always clean and well-maintained, ensuring a pleasant workout experience. Amenities such as showers, lockers, and changing rooms are readily available, adding convenience to your fitness routine.

Classes and Programs:

Virgin Active South Africa offers an extensive range of fitness classes, including yoga, spinning, and Zumba. The instructors are highly skilled and knowledgeable, providing excellent guidance and motivation during each session. Whether you're a beginner or an advanced fitness enthusiast, there are programs tailored to suit your specific needs and goals.

Membership Options:

With Virgin Active South Africa, you have various membership options to choose from, including monthly, annual, and family memberships. The pricing is competitive, offering great value for money considering the quality of facilities and services provided. Additionally, the flexibility to freeze or cancel memberships adds convenience and peace of mind.

Customer Service:

The staff at Virgin Active South Africa are responsive, helpful, and always ready to assist. Booking classes or making inquiries is a breeze, thanks to their user-friendly systems. The team exudes friendliness and professionalism, creating a welcoming and supportive environment for all members.

Atmosphere and Ambiance:

The overall vibe and energy at Virgin Active South Africa are invigorating, making every workout session enjoyable. The workout areas are clean and well-organized, ensuring a pleasant and comfortable experience. The music selection and ambiance during classes are carefully curated, enhancing the overall atmosphere.

Personal Training:

Virgin Active South Africa offers access to highly skilled personal trainers who are readily available to assist you in achieving your fitness goals. They customize training programs based on individual goals, ensuring maximum effectiveness. The trainers provide continuous support and guidance, motivating you to push your limits and achieve optimal results.

Additional Services:

In addition to the gym facilities, Virgin Active South Africa offers spa and wellness services, allowing you to relax and rejuvenate after a workout. Access to swimming pools and other recreational facilities adds variety to your fitness routine. The extra amenities, such as juice bars or cafes, provide a convenient and enjoyable post-workout experience.

Accessibility and Location:

Virgin Active South Africa has conveniently located branches near residential areas and workplaces, making it easily accessible for members. Parking availability is ample, ensuring a hassle-free experience. Public transportation options are also nearby, making it convenient for those who prefer to commute.

Member Feedback and Reviews:

Current and past members of Virgin Active South Africa express high levels of satisfaction with their experience. Positive feedback highlights the quality of facilities, classes, and customer service. Any negative feedback is promptly addressed by the management, showcasing their commitment to continuously improving member experience. Ratings and testimonials from other review platforms further validate the positive reputation of Virgin Active South Africa.

Corporate Social Responsibility:

Virgin Active South Africa actively participates in community initiatives and charity work, demonstrating their commitment to making a positive impact. They also prioritize environmental sustainability efforts, implementing eco-friendly practices within their facilities. Through their various initiatives, Virgin Active South Africa contributes to promoting a healthy lifestyle and well-being in the community.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Virgin Active South Africa customer service

Website

www.virginactive.co.za

Most discussed Virgin Active South Africa complaints

problems with club membership agreement
5
(opinions to this review)

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Virgin Active South Africa?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Virgin Active South Africa Customer Service. Initial Virgin Active South Africa complaints should be directed to their team directly. You can find contact details for Virgin Active South Africa above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Virgin Active South Africa. Discuss the issues you have had with Virgin Active South Africa and work with their customer service team to find a resolution.