Virgin Active South Africa
reviews and complaints

Today, 6 December 2017 i received an email at 14:45 stating that my Virgin Active Gym membership is in arrears of R77 for my son who is 9.. I immediately dialed the 0860 number at 14:46 as i was shocked that my son who is 9 has to pay . we are Discovery members and our contract was with the kids free till 18. I was on for 8mins 51 secs, placed on hold by the first person, then answered by a second placed on hold and transferred or something to a 3rd! having to explain all 3 times over again and then for the 3rd person to behave as if she was doing me a favour. i asked her to have some call me within 30mins who can explain intelligently the reason behind the unexplained arrears and why i wasn't communicated of the changes. it is now 15:46 no one has called. yet again Virgin Active behaves unethically, Someone needs to answer why I'm being charged as arrears for a bill that i haven't been made aware of or signed for. this is thievish behavior on the part of a company that professes to be so efficient. I do not want to talk to any ill advised call centre agent . this is outragiously disappointing. Their email of arrears was sent out and my response cant be handled with urgency. Shocking disregard for clients. Just another example of the big companies exploiting clients. I know the calls are recorded ..listen to it and can you truly answer that the agent Nalebi handled the call has she should have. She pretended not to hear me! Disgusting!

My original complaint was logged on 24 Oct 2017 which to date has not been resolved!

I received a call at 09h30 from a Justin today who promised to call me back at 10h00, and I have received no call since and it is now past 12h00. Today is the last day that I will struggle to try and get this resolved by you. I am now taking this further.

I refuse to speak to anyone but a Director who can resolve this once and for all as clearly both me and my boyfriend (Jerome), who tried to help me resolve this whilst I was on training, are being taken for a ride by Virgin Active!

Multiple phone calls were made AT OUR COST to you in vain! You make promises to call back over this past month and a half and DON'T. Not only have you Andile and Justin been breaking promises, you are also making false promises, and still this has not been resolved. All this is happening while you are deducting R575.00 for the past two months for a service I do not even want to use any more. This is how disgusted I am and I am not a person like this to complain. This is not like me and you are forcing me to behave like this! I have been completely put off from even going to your gym because of your horrible and disgusting behaviour and TERRIBLE service towards me. I cannot take this anymore.

Again Andile you are still asking to meet with me. I DO NOT WANT TO EVEN SPEAK TO YOU! Not after the way you have treated myself and Jerome.

I told you, I do not have an option to visit your gym (ARE YOU NOT LISTENING)! Not after all your promises and lies!

Look at the attachments how many times we have tried to speak to you, even your manager (whoever that is) made promises to call back at certain times and did not. making us wait week after week.

WHAT TYPE OF BUSINESS IS VIRGIN ACTIVE RUNNING! Where is the customer service!?

We call, you either not there or at the club, but clearly you don't want to take our calls. Also, you made promises to Jerome and when he questioned your manager on this, the manager couldn't even answer him. He immediately cut Jerome off from querying this and ended the call. You told Jerome that there will be no sign on fee for vitality from 2018 and that you are looking to give me a month off and then I will be able to link my vitality at no cost. IS THIS LIES TOO!? Just like you omitted to tell me that I have to pay over R1800 to link my vitality to get the second month free and discounted virgin active fees in my e-mail below. It was a Vitality day at my work where you sold me the product and when I asked you if there are any fees, the only logical reason you would omit this from me was to make the sale. And don't tell me you don't get commission, your company gets another customer.

NOW you have deducted over R1000 from my bank account for fees I never originally agreed to.

Your response, a pathetic one month free! What is that to me after all this. The stress and indignities myself and Jerome have had to endure and the waiting and waiting and still nothing! If you calculate the one month free you offer on vitality that would be around R143.75. HOW MUCH HAVE WE ALREADY PAID IN TRYING TO RESOLVE THIS VIA CALLS AND EMAILS AND THE DEBIT ORDERS GOING OFF MY ACCOUNT (R1150) AND YOU STILL WANT ME TO PAY A FEE I WAS NEVER ADVISED ABOUT BY YOU (over R1800) AND NOW I AM ALSO PAYING DISCOVERY VITALITY FEES WHEN I ONLY ACTIVATED IT TO GET THE VIRGIN ACTIVE DISCOUNT and Second month free!

Jerome has been an active member of your organisation for so many years and I was going to follow suite with him but no longer!

I gave you my condition for retaining me as a customer in my previous e-mails to you. You told me no. You could of at least offered me virgin subscription to the value of R1800.00 (12 months free at R143.75) if you say I have to pay the R1800 over to discovery to make up for this complete disgraceful treatment and behaviour.

BUT Cleary customer service is nowhere to be found from the consultants to management in Virgin Active. You people disgust me. NOW I want my debit orders refunded to me, and I want the contract cancelled with immediate effect. I will not be bullied by you anymore!

I now know that Virgin Active does not care about their customers! And Viano, did you even follow through to see if this was resolved or did you pass the buck and forget about this complaint!

I have worked in customer care for 12 years and have never seen such bad service as this.

If I do not get a response and conclusion to this by end of business today I am taking this further!

Regards

Kristel Christensen

I have 2 emails to send that have been sent to the Steenberg Gym. Please supply an email address.

Dr Albri and his wife are Germans who have been attending your Gym for 15 years or more and recently saw a gentleman with myself present as I am a friend and agreed on a contract where they have membership suspended whilst they are overseas. If not mistaken they paid nearly R6000 each for this deal as it was cheaper than one off membership when they visited, You will see the records for years and although this was requested was never sent.

They have now been advised that they never took this option and Virgin will not believe them and the consultant who admitted in front of us had slipped up as the Germans were never told to send an email to suspend membership and if they now want to use the Gym they would need to pay again. This is really unacceptable and needs to be rectified immediately. They leave again 10 December till Jan 2018

On the 19th of October 2017, at the Rosebank Virgin Active, a member claimed that he OVERHEARD ME mention " Rosebank Virgin Active is becoming a gay gym as men are wearing tights and claims that I was aggressive towards him."

Myself and my training partner were training at the Rosebank Virgin Active gym. On that day we were training legs and moved around a lot, from the far side of the gym, close to the windows, to where the squat racks are. As we wanted to do some leg press, we saw that both the machines were occupied. We approached both the people on the said machines and asked how long they would be so that we could wait to use the machine. Once they told us that they would be there a while, we left and moved on to the Smith Machine to do our squats.

Whilst we were busy with our workout, the "Captain" of the club approached me stating that someone has lodged a complaint against me. This shocked me and my training partner, as we had absolutely no clue what he was talking about, or what the complaint was, as we had NO interaction or altercation with anyone during our entire workout.

When I asked the Captain what was this all about, he stated that the person lodging the complaint "OVERHEARD" our conversation (between my training partner and myself), and took offence to it. I told him how ridiculous this actually was and asked him to verify with the complainant if I have ever spoken to them directly regarding their complaint. He, the Captain, was taken aback when he had realised that there was absolutely NO conversation between myself and the complainant. I mentioned to him that this was an invasion of MY privacy (eavesdropping on a private conversation) and then concocting some false accusation against me.

I mentioned to the Captain that I was not entertaining any of this, that the complainant had NO proof on his accusation, and then the Captain went to the complainant to verify my statement, that myself and the complainant had absolutely NO conversation. Thereafter, we continued with our workout.

All of the above was then proven by CCTV evidence that Grant (Club Manager) said he saw. "

During our meeting (Grant and myself) we discussed the matter and I stated my case to him, giving him scenarios of people chatting with each other, and someone overhearing bits of the conversation, and how it could be totally misinterpreted.

I also mentioned to Grant that many of the Rosebank regulars complained about the Old Eds people, and wished that that they could leave and go back to Old Eds. How do I know if the complainant was not one of them and by creating this accusation, have me banned from Rosebank, or worse, from Virgin Active totally. If not, then I would have a blemish to my name, and in the future the complainant could get a friend of theirs to lodge another complaint against me, based on NOTHING, and before you know it, I am banned from the gym.

Subsequently, I have been informed that based on the word of one member, and without any witnesses (Yet I have a witness, the person working out with me) and without a shred of evidence from the accuser, i have been banned/sespended from Rosebank Virgin Active for a period of 3 months.

It is now evident that a member can get banned/suspended from a Virgin Active club by simply having any other member make any accusations against any the member, without an ounce of proof.

Virgin Active cannot protect me or any other member against such vile and malicious behaviour from some of their vindictive club members.

This is absolutely ridiculous as video footage confirm my statement of events, but yet Virgin Active confirm that I was in breach of the clubs rules and regulations.

So if anyone dislikes another member of Virgin Active, just state that you OVERHEARD them saying anything, an that offended you, and that member, without even realising it, will be banned or suspended from the club.
NO EVIDENCE OR WITNESSES REQUIRED.

Surprised and Disgusted with how Virgin Active makes and takes decisions on issues that could affect a members reputation and enjoyment at their health clubs.

I set my policy up in May and the offer at the time was R500 cashback. I haven't received this and keep chasing it up weekly with the club. The first manager who was dealing with it moved to the Gateway branch. The second manager is now on sick leave for a month and the person ( can't call him a manager as his attitude, professionalism and manners are something I've never witnessed before) can't/won't deal with it. 7 months later I'm still waiting for it - why?

I am currently paying for a professional coach to teach my child swimming techniques at Virgin Active Menlyn in the big pool, whereby I am also paying Virgin Active to make use of this service. Therefore I am paying double for a service. My daughter has been swimming at this club for more than 3 years.

About two weeks ago I was informed that my daughter is not allowed to take part in her swimming lesson if I am not sitting at the pool. First of all, why am I paying an instructor to teach my child if I have to make sure she is safe while swimming.

I do not see why this makes sense at all. For instance, it is not required of the parent to be inside the vehicle while the child is getting a driver's lesson. Is this not why we pay professionals?

This means that I am not allowed to gym while my daughter is getting her professional swimming lesson. I am currently paying for a service (gym fees for myself as well) which I am not allowed to use.

I do understand that there are small children that a being taught "how to swim" in the small pool, but how does that relate at all to the fact that my 11 year old is not allowed to swim in the big pool with a professional instructor without me being present? Again...this is a service which we are paying for...therefore it is the instructor's responsibility to make sure our children is safe while swimming.

I have contacted Planet Fitness to check their rules and regulations. They confirmed that the parents are allowed to train while the children have a swimming lesson.

I believe Planet Fitness is also a partner of Discovery.
This matter will be taken up with Discovery.

Regards
Mary'Lee Wilson

Hi My name is Clifford Dome, my membership card # is [protected]. I am based at the Sandton club. I am disgusted with the service I have received from the club lately. On Thursday I went on the club as usual left my gym bag in the locker and with a padlock on. I went to work so I'd take the bag later on my way home as it is convenient for me to do so. I am working for Nedbank just few blocks away from the gym. Unfortunately we had a water crisis at work of which were advised to go and work from home. I went home and I remembered on my way that I forgot to fetch my gym bag however I thought well it's in the locker with a padlock on and can always go get it the following day. I went there on Friday afternoon the 24th of Nov around 3pm.When I got to the locker the padlock must have been broken because it wasn't there and neither was my bag there. I asked the guy that normally cleans there he said I must check at the reception because about 3 padlocks that where left the overnight where clamped and the bags in the lockers taken to the storeroom. At the reception I spoke with Gontse he asked what was in the bag and what colour it was he went to fetch it for me it was the right bag with all the contents still there except my black n white size 7 Puma sneakers. My toiletry bag, my towel, gym waiste belt, white tshirt and gloves were still there. I enquired about that he asked me to come with to check in the storeroom there was nothing he said that he and whoever he was with did check and there were no sneakers in my bag.We went back to reception were he called the person to verify if he had seen the sneakers or not don't know what the person at the other end of the phone said but when he dropped the phone Gontse said according to the person there was no sneakers however they will call me if they mysteriously reappear. What i totally find strange in all this is they said they checked the bag and how is that eveything else is there apart from the sneakers of which I am 100% sure where there. The sad part is that within the space of 6months it's a second time losing my sneakers. The first time it happened it was my Adidas sneakers just about 6 months ago because I was never really sure where I had lost them so I never followed up on this because then I realised just a day after when I was home that my sneakers were gone. Even then I did enquire at the reception of which I was taken to the storeroom to check with the staff member and i was not lucky to find them till to date. This time I am sure the sneakers where there and they mysteriously disappeared. This is just beyond me and I am extremely disgusted and frustrated by all of this because within the space of 6 months it's the second time I am losing my sneakers under strange circumstances. As such I suggest someone does something about this as a matter of urgency as failure to do so I will be left with no other choice but to take this matter further wether go the CPA route, ombuds, media or any other legal route in my disposal. I personally do not want it to go down that route I just want what is mine back. I think that someone shouldn't have broken my padlock if there is a lack of honesty and integrity amongst the staffmembers because I am convinced if I went to the locker with that padlock still intact I will still have my sneakers. I am hoping to get feedback in this matter soon and finding an acceptable resolution to this unfortunate event. My Contact details are as follows:
From an extremely unhappy client...
[protected]
[protected]
[protected]@nedbank.co.za

COMPLAINT :WEDNESDAY NIGHT 15/11/17 - VA ROOIHUISKRAAL
STICKING TO A TIMETABLE
As many previous times - the boxing class that is scheduled untill 18.30, exceeds their timelimit. Tonight was nothing different. The instructor looked at the door, and I showed him my watch. This was 18.30. He just shook his head and his class continued. When the people left, I went to him and asked him to please stick to the timetable. He said I shouldn't complain to him - his class started late and so he will finish on his time. Then Michelle (instructor and attending the stepclass as well), had to go to reception to ASK that cleaning staff must assist to dry the floors before we can start. Only after they finished we could try and start the class. We started about 15 minutes late. Which resulted in the next class also starting late. (Why must a gym member ASK for someone to actually pitch and do the job he/she is paid for?)

AVAILABILITY OF STEPS
We had half the members in class. (The stepclasses are always full.) Why? Some ladies had to leave because there were no steps available. They were scattered all over the gym - surely it is part of the jobdescription of VA-staff to return equipment to where it should be? One of the ladies observed that some of the staff were busy on their cellphones, rather than seeing to it that the SCHEDULED stepclass have the equipment they need. Another trip to reception then, to ask for assistance. (As far as I know, staff is not allowed to be busy on cellphones during shifts…)

AIRCON
The aircon was not working. The class was very hot and humid - not a healthy situation at all. ANOTHER trip to reception. The explanation? ‘it is because we leave the door open'. Excuse me.. it is here where I wondered if we are on the same planet? We left the door open because it got impossible to breath. The MOD (Thebogo) then called maintenance to look at the aircon. (Shouldn't it be working without asking?). At one stage she said the aircon is not working because there were 60 people in the boxing class, and it ‘was too much so that's why the aircon is not working'. Yet again - is there no limit or rules regarding how many people allowed in a class? (Old ancient topic at RHK club.)

MUSIC IN STUDIO 1
Again - week after week we all complain about the music system. Most of the classes I attent - the instructor will apologise before the class start about the quality of the music. Not one instructor - ALL OF THEM. Please check this with instructors like Michelle, Sandiso, and Alasdair. When I mentioned this to the MOD - she had a walk through the class, and her conclusion was that ‘Alasdair was turning the volume up too high'. Again - are we on the same planet? I didn't realise you employ sound engineers as well! We are not talking about a small radio in an office - these systems are suppose to handle the volume. There were times when instructors wanted to stop the class because it is impossible to keep any rhytm/stay on a beat. WHEN WILL THIS BE ADRESSED?
I asked the MOD to phone Cobus. There were not one unhappy member - ALL OF US are unhappy. Apparently Cobus must not be disturbed… While I was speaking to her - Yes, WHILE ! - she was busy texting on her cell. I asked her what she was doing, and she said that they have a MOD group, and she is telling them on the group that there are problems. I don't care how and when they are informed - surely not while someone is speaking to her?! The ridiculousness of the excuses and explanations is really something to be laughed about, and does not say a lot about the standard in VA ROOIHUISKRAAL. But please do not take my word for it - speak to the instructors and other members attending.
The only reason I am still at VA RHK - is the instructors. Special thanks to all of them. They are getting the blame for VA RHK poor manangement ( as Alasdair was blamed tonight for too loud music…) - but still try to keep members happy, although none of this are in their hands. The captain of this sinking Titanic must either show up and DO SOMETHING, or maybe should admit this is too big for him and leave the ship before it really sinks.
I am hoping that someone, somewhere at Virgin Active can actually do something about this. I am waiting for your reply - or some answers that actually makes sense!
LOUISA VAN COPPENHAGEN
[protected]

I went to the club for gym this morning around 09:35 at Virgin Active Sandton CBD (13/11/2017 . I done with the gym around 11:40 . My bag was in number 6 men's locker, I found that our bags for me and my colleague were moved the way we leave them. Without noticing, I took my bag without checking. As I got to the shops, I found my money was gone .(I had R400 in the wallet and R200 was stolen). I went back to the club and one the staff member told me that its difficult to tress the matter because I didn't lock my locker. With anger I left the club without any solution. What makes me angry was, there are cameras in the club so what was difficult for the guy to check who stole my money or else its an inside job, the staff member is using other people to take the people valuables? . Those question do rise.
Now I need to know the solution to the matter because I pay to gym not for my money to be stolen. Can I have the matter dealt with and get the feedback. I am even thinking of cancelling the contract for we not protected and safe.

To whom it may concern:

Date: 08/11/2017
Facility : Virgin Active Mitchell' Plain

My 11 year old daughter was playing games on the computer at your Mitchell's Plain facilities when a pop-up appears, which was porn. She tried to closed it but unfortunately pressed the open button. One of the employees at the reception desk saw what was happening and instead of removing my daughter from the computer, shouted in a very loud voice for everyone in that area to hear, at my child, for watching porn, and caused my already distressed daughter more embarrassment. This is a area which parents leave their children to play games while they working out, kids much younger then mine.

1. Why is the computers not set up to prevent kids getting exposed to porn at your facilities.
2. Why was my daughter treated the way she was after being exposed to something as disgusting as porn on your facilities.
3. Why have the management of said facilities not contacted me back with regards to the incident after a called & went in personally to lay a complaint

Await somebody's response in this matter

Joe-Anne Marcus

I registered for a yoga essentials course at virgin active steenberg for R700. I was informed on the day the course was supposed to begin that the steenberg course has been cancelled because only 5 people are attending. I am not allowed to attend the same course that is running at virgin active constantia because I am a club member not premier. I am very disapointed that the course has been cancelled at such a late stage and I am very disappointed in virgin active for not allowing me to attend 6 sessions of a paid up course at constantia just because I am not a premier member.

My name is Ntombenhle. I was at Jabulani Mall Virgin Active Red on the 04 November 2017 Time 07 :25. I wanted to join the gym and when I got there there was a gentleman working on his desktop he told me to press a buzzer for someone to help me. I did that and this lady came & I told her I wanted to join. This happened around 07: 30 so told me to wait two minutes she will coma back and I waited for 15 minutes and went back to this gentleman I can see from where I was standing. he told me to press a buzzer again... Really? So he was not willing to help me from the run around I experienced. From where I was, the was an office kinda place where I can see 4 people inside dat office. Including the 2 working outside this office but there was no one to help me even if is to tell me to wait more minutes. At 08:15 I decided to leave without joining. This is one shocking service ive ever experienced. Seem like they just didn't care

Membership number: [protected]

I just received a call from one of you call centre agents stating that i owe you 390 odd rands, then i ask her how does that even happen as i have a 24 month contract for R350? She states that my monthly payment is to increase as it is stated on my contract. Asking her if she has my contract where ever she is as she is stating that so confidently? With out really listening to me but rather hearing me she responds in a condescending tone that "it is stated in your contract" and asks if she should send me my contract. I have stated to here that i have a copy of my contract and what i am asking her is that is she looking at a copy of my contract? This went on as she's telling me "what she know" disregard what i am asking her.

I ask to speak to a supervisor and she tells me that there are no supervisors available at the moment and they will call me back on monday. I work in a call centre, how does it even happen that you have agents scheduled to work and no one there to supervise them? Totally unacceptable, it doesn't even make sense.

My contract states that "if" my membership would be increased i would be "notified in writing" now if i am not notified the assumption would be that there won't be an increase. And i would be given an opportunity to cancel (20 days written notice to you) off which that again i wasn't given an opportunity to do as there was no notice in writing or even a verbal notice from Virgin Active regarding my supposed increase.

Due process wasn't followed and now I'm subjected to rude and unprofessional consultants that don't seem to know what customer service is.

Lefa Letsoalo

[protected]

Its quite a concern to have been a member of your Club from 2010 and when I rejoin after a cooling off period of a year.I am told to bring the bag which was a promotional item I wasnt even aware of when I rejoined the gym.It would have been more appreciated if my concern of the absence of assessment was addressed or an an alternative in gym offered to track my progress.
I had written as my concern before i left the gym last time i was there and no follow up to date
My name is Vuyiswa Mayezana and number is

I am part of virgin active for many years. I decided to try out the Westville branch due to having a pool and wanting to change my membership from overport to Westville. The 1st time I came I did not train due to the fact that it was over packed so I can 5 days later hoping to try out the facilities. I speak to the manager Eric and he gives me so much of attitude as if I was trash. Then while standing and explaining that I do not have a wallet to pay a day pass and I'm coming from far wanting to try out the facilities... He just ignores me and makes me like a fool in front of people. Is this what virgin active Westville is... Pathetic to the core... I haven't seen so unfriendly people like this in my life. As if I am an animal or I can't afford this gym... This Is really really disheartening. Eric deserves to be reprimanded for this type of behavior. Membership number [protected]

Today 14th October 2017 @ around 12h10 I spoke to Shaun who was the on duty manager at Virgin Active Century City Cape Town to inform him that I was harassed by another gym member in the shower area. I usually don't go to gym on a Saturday due to my experience harassment of other gym members but had to stop in on my way from ParkRun as I had a lunch date. What happens is that predominantly 'white' women gym members stand outside of your cubicle attacking you and letting you know that the city is experiencing is water shortages. Now why wouldn't I know that duh? Yet this gym member has pink hair which she obviously dyes so I wonder if she tells her hairdresser not to rinse the dye out of her hair. It is these people who are guilty of water abuse who attack us who have waterless haircuts and drink bottled water. I gave Shaun a description of the woman with the pink hair wearing maroon jeans and am not sure if he spoke to her. I have informed Shaun that I will contact Head Office asking them to post signs just outside the shower area informing members not to abuse, attack or harass other gym members who are also there to enjoy your gym membership. We had a very serious altercation a few months back which Shaun is aware of and it is going to take one of these privileged ladies with to tick off the wrong gym member again resulting in an altercation. We are tired of them. I have witnessed how gym members have to defend themselves when they are harassed about water abuse. I can tell Virgin Active Century City that this was the first and last time I will be attacked by another gym member and I expect to see a sign very soon based on my suggestion above. Who do these women think they are? I will report this to HelloPeter if nothing gets done as others need to see what abuse we endure at Virgin Active, Century City. It is unacceptable!

The wifi at virgin active jabulani in Soweto has not been working for the past three weeks and when I inquire from employees and management no one seems to know when it will be fixed. I am of the impression that since they don't know and they are your franchisee, you should know. This problem stated at the end of September 2017 to my knowledge and to this date I and other people from same gym are facing the same problem of access to the Internet via our phones. When you try to log in to the wife service it state connected but no Internet which clearly show is virgin active Internet because other wife spots am able to access the Internet.

I took out a 1 year gym membership at Virgin Active Durbanville. I went in to make payments . I made full payment for the outstanding balance on the "account". Now 3 months after it Should have been finished they advised me I am 3 months in arrears.

I would like to cancel this contract immediately as I this was not advised from the beginning and I have not used any facilities from Virgin Active for 4 months as I was under the impression I am no longer a member.

Im sending this email about Tarquin Lamas Campbell who works for virgin active in n1 city.. i have strong reasons behind my email. Tarquin Lamas Campbell has started a relationship with one of his clients shanice who would be leaving Namibia too be in cape town very soon. From what i understand team members are not suppose to start a relationship with clients. Moving around with client's details so illegal.. getting into a relationship with clients is illegal cause of the company.. he also does have a DRINKING problem which leads too him been very abusive he was spotted outside n1 city pik n pay abusing a female while he had beers on him. Been part of such a big company you still are THE face of the company even on your day's off.. Tarquin Lamas Campbell has also been phoning me from the virgin active club phone and i have asked him to stop. This calls is also illegal as i want him too stop. Please sort it out if he happens too CONTACT me again i will have to send police over.

Date: 20/09/2017
Membership No: [protected]
Staff/Representative: Saeed Glenn
Description:

I refer to the above and your telecon with me on 20 September 2017 wherein you confirmed and advised that I was granted access on due date again without paying the connection fee & card fee. You also confirmed during this telecon that the amount due and payable amount to R117.50 which will be debited to my account (as provided to you on the given date) on 01/10/2017. REFER EMAIL BELOW.

During the telecon you also confirmed that you will provide me with an email on the same date, confirming the discussion as per your said agreement.

You also informed me that I have to at least visit the gym 6 times before the end of September 2017 to enable me to qualify for a 75% discount which would then amount to R118.00 pm.

On 22/09/2017 around 12:00 pm I call you to notify you that I went to the club (New Redruth – as this was the club agreed to during our discussion) only to find that I was not allowed access nor granted permission to enter the club. You in your lame defence told me that you were about to call me, and inform me that your “system” has issues and you have not bothered informing me of such. I asked you to provide me with an email on due date (22/09/2017) wherein you confirmed that you have cleared the matter around access with the New Market gym, to which you agreed to.

I also told you that I will be accessing the gym over the long weekend and that you have to liaise directly with them to make a note on the system to grant me access until your “system” issues are addressed.

Today 27/09/2017 (a week since our discussion) I tried again accessing the club and was again denied nor granted access to the site. Still had I not (to date) received any form of communication from you as you promised to do. Nor, did you at any point in time inform the club as promised.

This proves that Virgin Active and its proprietaries are not interested nor can they provide an adequate service to clients as yet again is proven in the history of my “non-visits” at the Virgin Active Group.

You expect me as a member to re-join the group where after you confirmed on 20/09 & again on 22/09 that the transaction was processed.
You also expect me to actively visit the club at least 6 times during the month of September, when I don’t even have access to the club, nor am I allowed in to discuss issues with any member of staff.

Your service is appalling and pathetic to say the least and I will therefore go viral and inform all my clients, family members and friends not to join nor to take part in any service offerings from the entire Virgin Active Group, as the service is crap. You do not know what service is and also damage the so called brand of the Virgin Active group as per say.

**I herewith deny you any access to any of my debit order or bank account details, and will personally hold you liable should any amount from your or your firm be debited from my account on 01/10/2017 and thereafter as we do not have any form of an agreement in writing, or in place. You are herewith requested to confirm and acknowledge receipt of this email or I will take legal action against you in a personal capacity and in the firms capacity for any amounts that are debited from my account on any given date.**

I have had as much as I can take from both Vitality and Virgin Active as a whole, and will no longer be entertained either from a “service” point of view or from the historical racist issue which still to date was never addressed.

I await your urgent reply and acknowledgement before COB on 27/09/2017.

Regards,
Mr. FC Heunis