Virgin Active South Africa

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

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?

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.

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.

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.

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.

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]

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]

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

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.

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]

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?

The Sauna at Virgin Active Beach Front East London is not being put on and this is not okay because it's one of the reasons we chose the Club. They only switch it on when we annoy them with the emergency alarm. Why should we have to go to such measures for a benefit we pay for?

I would like to request that the Sauna be switched on daily as per normal

Dear Sir / Madam,

I am writing to you to raise an issue about: Gym

The issue that I have experienced was: Send cancellation of the expired (expired in June 2021)
contract on 28-July as on their terms and conditions stipulates that you have to inform them 20 days
before expiry. No confirmation of receipt of my message/letter. In August my account was debited and
couldn't reverse on the money app and had to contact my bank for reversal which charges me for the
reversal. On the 02 of September send a follow up message with no receipt of my message, did
another reversal. All they do is to send automated messages week invaluable of debuting the
account. Today again 31 October) an amount of R 823.00 was debited

It occurred on: 2021-07-31

This meant that Very frustrated of this and it affects my credit score and drains me emotionally

Send an apology letter and confirmation that my account Will not be debited and be refunded
On 07 January 2022 my account was debited again after Ms Tshfiwa Makuya consultant at Old Eds (whom I signed contract with) made me complete cancellation form and confirmed that she will send copy to head office and that my account will not debited again and that cancellation copy is proof of that (the contract expired).

Send her of proof and informed her to resolve this to date she never responded. Never thought your company to be so unprofessional and unethical in doing this to people/clients

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

Dipuo Keshebang

Gym location Old Eds

Membership number [protected]

39 Glenvillas, corner Orchard and Van De Linde 2192,

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Good day

Virgin Active sales people came to my work on the 28 November 2021 and asked if I want to register. At the time I was a bit uncertain and registered. I'm a first year student and wont be able to afford this.

The membership number is [protected] and my ID number is [protected].
I've tried to call them on numerous occassions, but to no avail. And when I do get through they put the phone down in my ear.

I requested a call back and the call came through and then they put it down (this happened twice). Strange when I say I want to do a new membership then they proactive in this department.

I 've also tried to email them several times, but to no avail.

I cannot afford to have a default on my credit report. I will pay the cancellation fee if need be. I havent used any of the services yet.

Can you please resolve this and cancel this off my name.

Regards
Dante

My daughter, Ria-Mari van Wyngaard was approached by a sales representative, Bongani, to join the local club at Potchefstroom, The Bult, where she is now a first year student.
In June 2021 Bongani stated that by paying an amount of R390, my daughter could gain access for three months until such time she sorts out her Multiply status to join permanently, thus qualifying her for 25% discount.
In September 2021, we noticed that her Bank account is in arrears and had been debited with several amounts of R390. In July alone Virgin Active deducted R390 on 3 different occasions.
My daughter, on several occasions, inquired from Bongani, and then with local club Manager -so called "Koos" as per his name tag, regarding the status. She was treated with contempt and arrogance and eventually a so-called query-form was filled in that was supposedly to be used to submit the query to head-office.
They also again inquired why, after registering her Multiply status, the debit order amount was still R390 and not R295 (another query was completed)
On 26/10/2021, she and my other daughter again visited the Club and again to inquire the status of the complaint, they were treated as if nothing was wrong and yet again a query was filled in to log the complaint.
Thinking that this is being sorted out by head-office, we were waiting in anticipation to hear from Virgin Active on the so called complaints, only to hear today, 30/11/2021, having received a phone call from collections department, a person by the name of "Luder", that no complaint is logged on the system.
This is the dates of the deductions as per her bank account:
01/07/2021 - R390
15/07/2021 - R390
31/072021 - R390
16/08/2021 - R390
01/09/2021 - R390
01/10/2021 - R390
* Bank Statements can verify this
Complaint 1: As you can clearly see and what is extremely alarming is the fact that Virgin Active deducts money as and when they feel like.
Are there no contractual arrangement to deduct money once per month at an agreed time frame? How is this possible?
Complaint 2: Why did Virgin Active not adjusted her premium after registration of Multiply membership.
Complaint 3: I am really annoyed and upset by the way my daughters were treated with contempt by club management. The so called queries were never filed