Virgin Active South Africa
Reviews and Complaints

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.

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.

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.

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.

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

I have been using the spin class bicycles for a long time now in the afternoons before the actual spin class starts. Up till now it has been good until one afternoon a member came in and just connected his phone to the sound system and proceeded to spin with his music rather loud. I had my earphones in out of respect to others who come into the class and want to spin. They also use their headphones or earphones. I complained twice. The second time, the Manager did come in and said that no members are allowed to use the system. I see that he is still using it and i now cannot go early and do my workout in the spin class, because he is just doing what he wants.

I just feel that this is totally unacceptable. If everyone else can respect each other and use headphones or earphones, then so can he.

I feel that Management and staff are actually scared of him!

Good day,

I was called by a Virgin representative stating I am one month in arrears although April have been paid. I informed the lady the lady that is the debit order is going on the 1st there will be constant issues as I only get paid once off.

Still explaining the lady did not listen but rather said she will put me down as refusal which is not the case and slammed the phone down in my ear.

I am going to take this up with every possible social media device as well as hello Peter as I need this specific lady on your records to apologise and I am making an official complaint against her and therefore Virgin.

My cell number is [protected]

Email [protected]@mweb.co.za

Wayne Hill

I have cancelled my membership last year June in 2021 but Virgin active is still debiting my account every month.

I'm opening a file at my lawyers today.

I have sent numerous emails to you but they never reply. I have been calling Immanuel and Ivy at Virgin Active at Maerua mall in Windhoek every day, but they still continue to debit my account.

I wanted to enroll my daughter there but I'm afraid to be part of this gym. They are too happy to take money from their clients. And they never return my mails or phone calls. I'm so disgusted. So many people are complaining about them. I'm taking this to social media.

My contact number is +[protected].

Regards,

Margaretha Teixeira

I have been harassed since the start of the pandemic about a month payment which had been missed, which I advised timeously and REPEATEDLY that I had lost my job and no longer wanted the membership. I have moved cities and yet you still persist to debit my account since April 2020!? Holds were placed on the account because we were in lockdown and then, I never returned to the gym and canceled my membership because I was unemployed due to the pandemic.

Now I receive an email with no account statement to date, about an amount of R882.20 which is said to now be outstanding. What is it going to take to cancel this?!

I wish for this to be cleared finally, once and for all please. I cannot keep requesting the same thing repeatedly!

I am currently a Cornelia, Virgin Active member. Switched to vitality in January 2022. Was told old membership will can off . Until this day old membership has still been debited, for 3 months. Pathetic service received. Been to club spoken to everyone possible. Really useless and unhelpful staff. Issue still not resolved.

Hi, I need someone to immediately contact me. I cancelled my contract with Virgin Active on the 19/09/2021. I received an email in January 19th 2022 telling me I was in arrears. I resent my cancellation email on the same day and copied the original cancellation request. On both occasions, I received an email acknowledging my request and that it would be attended to and back dated to date of first email request. I now have had my account debited 2 months in a row for R1250. I did not authorise this.

This is theft and I am extremely disappointed that such an establishment can ignore cancellation requests and continue to take money they are not authorised to access.

I have asked Virgin Active to contact me ASAP to resolve, with an immediate refund for R2500.

Account [protected].

I also indicated failure to respond will result in escalating to the authorities.

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.?

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!

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.

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]

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

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.

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

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?

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