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Virgin Active South Africa
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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.
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Newest Virgin Active South Africa reviews & complaints

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5:41 am EDT
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Virgin Active South Africa unpleasant language etiquette and bad customer service.

Im a Virgin active Hatfield at the fields member, I've been visiting the gym without any issues for the past 3 months, however today the 27th of July 2019 the lady at the reception was very rude, unprofessional and her tone disrespectful. The receptionist, namely Mary, has no language etiquete towards clients and this is the first unpleasant encounter I've experienced in the club since I've joined the club in February. The manager at the club failed to discipline her and I'm not happy. My ID number is [protected] should there be a need to verify my membership. Thank you in advance.

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6:33 am EDT
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Virgin Active South Africa cancelation

I phoned two months ago to cancel my wife's membership and myself and was told they will give me two months at a reduced rate to see if I will be able to meet my vitality requirement. I agreed but still could not make the time to use my membership. I then phoned at the end of the two months to cancel as its not working out. Now I have to pay another month (August) Full premium because I did not give 22 days' notice. I do not agree as I tried to cancel two months ago. This is not fair and I feel needs to be reversed. Call centre was not helpful at all and not empowered to assist and understand. I want my money back for August.
Membership id: [protected]

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4:06 am EDT
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Virgin Active South Africa cleanliness of the gym

To whom this may concern.

Good day.

I hope this letter finds you well! I have recently transfered my membership from virgin active in Victory Park to virgin active in Glenvista.

When I initially transfered, I was not hesitant because I believed that all Virgin actives hold a certain standard because of the credibility attached to the companies name.

I got used to a certain standard at Victory park & expected a little more from Glenvista especially because the fee I pay is slightly higher at Glenvista.

The complaints I have about the gym :

1. It is dusty. The floors constantly feel as though it has not been sweeped. I recommend that the gym has full control over their cleaning staff, as I often see them socializing with each other instead of doing what they need to done. This makes the gym feel dirty.

2. The gym is untidy. The people who use the facilities provided to them, do not pack equipment away. This makes the gym feel cluttered. I recommend putting up signs asking people to pack up after themselves.

3. The men that attend your gym are perverts. They constantly stare at women, especially when they are doing excersises that would generally make you feel uncomfortable (i.e. Squatting). I have experienced this on 2 occasions. The first, an elderly man (aged around 50) came to deliberately stand behind me, shamelessly not even acting like his working out to watch me work out.

I do recommend that the staff at Glenvista go to victory park to understand how the operations are run.

When you walk into victory park, you feel healthy, you feel as though the equipment is clean & there is no clutter. When you leave the gym, you feel as though you are in a better headspace.

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2:09 am EDT

Virgin Active South Africa poor management skills

Good day
Complaint regarding lack of management skills of Sule Human, Bryanston club manager.
My daughter, Maxine Gorbunova, use to work at Bryanston VA as a personal trainer for almost 2 years. She was not able to pay full amount for rent for December 2018 & January 2019, she informed Sule Human regarding the matter and asked if it is a problem? To which she was told to contact financial department and arrange for repayments, which was done on advise of Sule Human. In January 2019, while training her clients, she was approached by a manager on duty and told in front of client to leave premises for non-payment. She advised that agreement was in order, at that stage she had proof of emails etc. Then she was told that it was a wrong advise to arrange for repayments, and Sule Human would not take responsibility for the embarrassment she caused by daughter in this regard. Thus leading to my daughters resignation, which was accepted by Sule Human in writing on 28 February. The agreement was arranged for to pay the outstanding money till end of March, since my daughter was leaving the country. On her request if all in order, she was told that it was all sorted out. Four months later I receive a phone call from Sule Human stating that my daughter owes gym R 22 000, which is WRONG. The proof, AGAIN, was provided, this time directly to Sule Human, regarding payment done in accordance to their demand. The amount of R 15 000 was done, before end of March and proof sent. Sule Human instead of sorting matter out and apologizing for another mess up on her side, got unreasonable and said that she does not want to be contacted regarding the matter anymore, since obviously she could not sort it out at the first place, and it took here 4 months to start all over again. The job of a branch manager is to ASSIST people, and not get moody and unprofessional. We still did not get anything from here stating that matter is solved, she just went into "hiding". My question is: what is manager's job description, ignore and accuse?
I am awaiting for your urgent response, have no intentions any longer to deal with Sule Human, since I am not sure if she has enough skills to do her job.
Please contact me and investigate the matter. If, for whatever reason, which we were not informed originally when resignation was accepted, there is outstanding amount, it is most definitely is not R 22 000, and if there was a short payment on our side, purely because of ill advise from financial department and Sule Human. Why does it take 4 months after resignation for her to start "digging" into the matter and accusing of something that is not true. On top of everything it came to my attention, so one of the managers of Bryanston club was approached by a totally non-related person to the matter and was told that my daughter owes money and never paid before she left. This is a total bridge of confidentiality, and unacceptable yet again. Is there any control in the management of the Bryanston VA or nobody cares?
Please contact me on [protected] with explanations.
Regards, Angelica Gorbunova ([protected]@Lparch.co.za)

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9:24 am EDT

Virgin Active South Africa contract

My first failed attempt at contacting you on your telephone number was at 12:38 in 11 July 2019. After being on hold for far too long, I completed a contact form online. 6 days later, let me repeat, 6 days later on 17 July 2019, I get a scripted email from Naeema stating that my contract only ends in September and that I would need to pay an amount in cancellation fees should I wish to discontinue.

First, my contact was signed in July 2018 which means that the 12 month contract would come to term in July 2019. Correct?
That is also clearly stated in writing in my contract which I downloaded from myvirginactive.co.za.

I responded to Naeema on the 17 July 2019 stating that my contract comes to term at the end of July and that I do not wish to continue with my membership.

Well it has been an entire 2 days since and all I get from Virgin Active is an email survey requesting feedback on my experience with Virgin Active.

My experience was fantastic until I tried getting in touch with to confirm that my contract will stop at the end of July.

I did not know that my 12 month contract was a 14 month contract. I did not sign up for that.

Can I please have this resolved asap.

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1:15 pm EDT

Virgin Active South Africa bad service/customer service and bad attitude

I took out a contract for my 16 year old in February 19, the boy does not want the membership anymore and not even going to the gym. I am the contract holder and my son was merely a beneficiary, I requested for the usage benefit to be transfered to me, ie simply change his photo on the contract profile to mine so I can use it and not pay for nothing.

I was told I have to pay whether the boy attends or not or cancel the contract and pay a cancellation fee with a very appalling attitude from the team leader. Basically, they would rather lose a client and future revenue than change my user profile on the membership and continue receiving revenue.

Poor commercial reasoning...

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11:18 am EDT

Virgin Active South Africa climate control

To whom it may concern

For the past 3 months, it has been really difficult to train at Virgin Active Groenkloof, as they do not use the Air conditioning, they only make use of the fans. There is no fresh air circulating, and it feels like you going to pass out.

Could you kindly look into this. I did enquire about it this morning, and the reply I got "well we have been here sins the morning, and it is cold", to what I replied, "but you are not busy training, lifting weights"

Kind regards

Ella-curtis Haasbroek

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Tjrsa
, ZA
Nov 07, 2019 4:18 pm EST

This is especially True for the clubs in Pretoria !

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10:21 am EDT

Virgin Active South Africa asking for statements for the past 3 months and not forthcoming - contract number [protected] & [protected]

I have tried numerous times in the past 3 months via phonecalls, emails and Hello Peter, to get a copy of my account statement, and my son's, to no avail.

I received someone elses contract with her personal details sent to me via email from one of your incompetent staff members, when I pointed that out, they sent me a copy of mine, but still no account statement!

Now I find out that they handed both mine and my sons accounts over to attorneys, and refusing to give us statements. Underhanded tactics?!

Facilities might be good but that is where the service stops, no wonder members are leaving and going to other gyms. Word of mouth and customer service keep customers, VA has neither going for them in SA!

You have lost a family of life long members across two continents now due to this! Really need to get better staff if you do not want to loose more people due to incompetence!

I a gobsmacked that in all these months, whilst trying numerous routes I still do not have account statements, something simple that should take an efficient staff member 5 seconds to download and email!

All I want is a statement for each of the contracts!

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8:32 am EDT
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Virgin Active South Africa service levels

Dear Sir / Madam,

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

The issue that I have experienced was: i was emailing a team leader RONEL VAN LOGGERENBERG, she was not helpful at all and was very rude about this contract, i was owing the gym R2500.00 she asked me to make a R900 payment which i did and thereafter cancelled my access to the gym asking me to settle R3900.00 outstanding i did advise her i had just got a job and was willing to pay atleast half every month to get the amount down and reduce my arrears but she refused is this how you guys treat a client who has been with virgin active for more than 4years?

It occurred on: 30/05/2019

This meant that I could not access the gym and this left me to find another gym to use in the same area which i have done! From what i can see you guys are not very client friendly once a contract is taken up you guys just want payment even if we didnt use the facility more than 1 month your above mentioned team leader is the worst to deal with and mark my words you guys will loose more business because of this rude person! the gym i am at now has more than 50 people that has moved over from virgin active now i see why they complain about virgin active!

i would have liked to pay my account in stages and have access at the same time to train! surely you can understand when you change jobs over it effects accounts but i was willing to stay and pay but Ronal insisted i cannot use the gym until i pay the full amount which i didnt have so she cancelled my contract and sent it to a debt collector but guess what i will never pay the debt until virgin active sorts this problem! should you need supporting emails i will send through without a hassle!

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 back via this email account.

Yours faithfully,

Deshan pillay

Gym location amanzimtoti
Membership number [protected]

50 arbor road, 129 arbor sands
amanzimtoti south africa
4126

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6:27 am EDT
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Virgin Active South Africa bad service ever

My Membership ended 2 years ago and I didn't want to renew it, today I get a massage from vvm attorneys says I owe R535.09 from virgin active... I am lost as I would pay my monthly installments via debit orders and why come back 2 years later to tell me I owe money that's more the the monthly payments I use to be.. I am extremely disappointed and will not want anyone close to me to join if this is how you treat your clients

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7:01 am EDT
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Virgin Active South Africa daily fee of r250 charged for not having national membership at virgin active

We moved over to Vitality 2 months ago. Currently we cancelled the national option as we rarely travel and it does not justify the excessive monthly fee.
I went to the gym at George and was hoping that I could train (45 minutes treadmill) for a small fee. The daily fee of R250 if you are not national is a total rip-off and I am utterly disgusted.
Why R250?
There is nobody that will spend the entire day at the gym. Why not make is R80 for a visitor with normal Virgin Active Membership.
I then had to find another gym in George which kindly helped me and asked me a fraction of what my own gym does.
I need you to address this issue soon.

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9:29 am EDT
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Virgin Active South Africa unauthorized debit amounts

I dealt with a sales consultant who said that the first month will be free and I need to activate my vitality in the mean time- once activated I will pay R200 gym fees.

I went in again and activated my vitality- however, I paid full gym fees of R800 plus vitality for two months- When I went to query this the manager said She cannot help me as the sales consultant is not in and I will have to pay an extra R350 to change my contract to vitality and only then can she refund me. She said she needs to do an investigation and she cannot say when the sales consultant will come in so she can't tell me when.

However, the issue is that my account is now in excess as I did not accommodate for this extra amount of R1200

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10:22 am EDT

Virgin Active South Africa service

Virgin active does not inform their members if something is wrong. they suck on so many levels their customer service is so pathetic its a joke. The advisers are unhelpful and don't know anything about customer service. They place customers on hod for long periods of time without refreshing the customer. I'm so disappointed i joined .

Rayaan Cape Town

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5:36 am EDT

Virgin Active South Africa gym equipment

Good day
I first reported an issue with the hyperextension on the 3 June 2019. It was sent for repairs, but was sent back with 2 left cushions, rendering it unusable for me and I would imagine for most men. I have spoken to several managers and evetually spoke to the club manager, who informed me that the company who repairs and maintains the virgin active equipment did not have stock, and were busy trying to source. It is a poor reflection on virgin active part to have members pay every month, only to have 1 of a certain type of machine or wieght. This really hampers ones progress, especially given the fact that virgin active promotes success through setting and achievement of goals. To date (1/07/2019)it has still not being repaired.

I train at the Honeydew Virgin Active

Brett Charles

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3:24 am EDT
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Virgin Active South Africa contract

Good Day Sir/Madam
With all due respect I would like to complain about how your contract is presented to us as members.I recently signed a contract but your workers didn't read the contract to me before I had to sign it, they didn't even tell me options regarding my membership, I didn't even know I can sign up for the gym for only 3 months until I recently went through it myself, now I am in and out and I can barely go to the gym, had I knew there was a membership for 3 months I would have taken that one, now I am paying for a year gym membership of which I can't go to, so I am practically paying for a gym I don't even go to which is unacceptable.

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Rukshana
, ZA
Jul 02, 2019 5:53 am EDT
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Hi, is this a recent thing that you can sign up for only 3 months? I'm a member for 6 months but extremely unhappy there, I wasn't told this I was only told that they've got a 1 year and 2 year contract?

K
Author of the review
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KarabeloNyakane
, ZA
Jul 02, 2019 7:14 am EDT
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Replying to comment of Rukshana

I didn’t even know there was a 3 month contract, I wasn’t even told about until I read the contract myself a few months after I had signed in.I was also told there was a 1 year or 2 year contract but if you read your contract under “your membership” there are 3 options:
1. 3 months
2. 12 months
3. 24 months

Maybe it’s a recent thing but still I feel like we had the right know about our options after all it’s our money.

R
R
Rukshana
, ZA
Jul 02, 2019 7:35 am EDT
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Exactly we are paying it's not a free service and on top of it once you've signed up they treat you like crap. Thank you for your response :-)

K
Author of the review
K
KarabeloNyakane
, ZA
Jul 02, 2019 7:49 am EDT
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Replying to comment of Rukshana

The worst part is that you can’t do anything about it but hey it is what it is

My pleasure🙌

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2:17 am EDT

Virgin Active South Africa exclusion of certain celebrations

Good morning,

It is with complete disgust that I write to you this morning.

I sent the following email to my club:

To whom it may concern,

My husband and I have been going to Lonehill virgin active for 2 and a half years now, year after year we see valentines day being celebrated, Christmas is celebrated YET the month of June (Pride month) is not celebrated?

I can understand how this is a sensitive subject to some but Virgin active prides itself in promoting equality - I cannot see how this is any different.

Your motto reads " Virgin Active's mission is to bring positive change to people's lives, because life's more fun when you move. "

Let's move together as a very broken society and break barriers between the socially accepted and socially not excepted!

In an all inclusive society we should encourage not only being different but also celebrate those who have been scrutinized just for living their lives as their true selves, some people face these challenges all alone due to unaccepting friends and family and some have taken their lives due to the public's perspective of them...it worries me that we are very picky with what we celebrate publicly and what we do not.

We are approaching the end of June and I would like to see Virgin Active Lonehill set an example and make a change.

The response I received from the manager:

Good morning Charne

Apologies for the late response, things have been very busy. From a National marketing Point of view we don't associate with anything / any cause that presents itself outside of the health & fitness space because it ultimately leads to the exclusion of a particular interest group, where we are a brand we stand for divewrsity and inclusion.

Have a great day further.

In Conclusion:

The above is very contradicting seeing as Easter, Christmas and Valentines day gets promoted in the gym, surely these celebrations have nothing to do with fitness? I am shocked at the response that I received and feel that further action must be taken against the club this is blatant exclusion of LGBT community!

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9:30 am EDT
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Virgin Active South Africa service

Unauthorized Charges Virgin Active South Africa Customer Service membership cancelled
Virgin Active South Africa / membership cancelled
South Africa
Add a Comment
I migrated to the Netherlands early March 2019.

- I requested cancellation of membership mid December 2018,
- I and my family STOPPED using services as of mid December 2018 (You can check your club access records to verify this)
- My understanding was that because my membership was cancelled, and my family did not use any of your services as of mid December 2018, ANY MONIES (R455 X 2) debited from my account on 1 January 2019 would serve as the cancellation fees.

- After requesting cancellation of membership, Virgin Active continued collecting club membership fees AD INFINITUM, i.e. 1) R900 debited on 1 February 2019; 2) R900 debited on 1 March 2019; R900 debited on 1 April 2019; R2700 debited on 1 May 2019, R2700 debited on 1 June 2019; R2700 to be debited on 1 July 2019,

- In addition to the club membership fees of R2700 to be deducted on 1 July 2019, I was informed by Happy Mashele that Virgin Active requires an additional cancellation fee of R2700 to be paid via EFT on 1 July 2019. - A total of R5400 is to be paid on 1 July 2019, for membership which was cancelled mid December 2019, for membership which was not used since mid December 2018.

- It seem acceptable business practice to Virgin Active that a member / family who cancelled membership in mid December 2018, Virgin Active collect a total of R15300 after cancellation, and after we stopped using your services, in lieu of an actual contract cancellation fee of R900 as of mid December 2018?

I having been taking this matter up with Happy Mashele / Koketso since beginning June 2019, with a mail from Happy today indicating that I need to contact the retentions department (0860 number) as they will assist with membership cancellation. (Full e-mail trail is available)

Again, our family migrated to the Netherlands mid March 2019, and I find Virgin Active's approach to dealing with our membership cancellation very poor.

Again, my expectation from Virgin Active is that -
- Virgin Active immediately cancel any debit orders against my South African Bank Account, and
- Virgin Active refund membership fees collected after cancellation (Minus the cancellation fee of R900, as of cancellation during mid December 2018.

Please advise.

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7:31 am EDT

Virgin Active South Africa membership cancelled

I migrated to the Netherlands early March 2019.

- I requested cancellation of membership mid December 2018,
- I and my family STOPPED using services as of mid December 2018 (You can check your club access records to verify this)
- My understanding was that because my membership was cancelled, and my family did not use any of your services as of mid December 2018, ANY MONIES (R455 X 2) debited from my account on 1 January 2019 would serve as the cancellation fees.

- After requesting cancellation of membership, Virgin Active continued collecting club membership fees AD INFINITUM, i.e. 1) R900 debited on 1 February 2019; 2) R900 debited on 1 March 2019; R900 debited on 1 April 2019; R2700 debited on 1 May 2019, R2700 debited on 1 June 2019; R2700 to be debited on 1 July 2019,

- In addition to the club membership fees of R2700 to be deducted on 1 July 2019, I was informed by Happy Mashele that Virgin Active requires an additional cancellation fee of R2700 to be paid via EFT on 1 July 2019. - A total of R5400 is to be paid on 1 July 2019, for membership which was cancelled mid December 2019, for membership which was not used since mid December 2018.

- It seem acceptable business practice to Virgin Active that a member / family who cancelled membership in mid December 2018, Virgin Active collect a total of R15300 after cancellation, and after we stopped using your services, in lieu of an actual contract cancellation fee of R900 as of mid December 2018?

I having been taking this matter up with Happy Mashele / Koketso since beginning June 2019, with a mail from Happy today indicating that I need to contact the retentions department (0860 number) as they will assist with membership cancellation. (Full e-mail trail is available)

Again, our family migrated to the Netherlands mid March 2019, and I find Virgin Active's approach to dealing with our membership cancellation very poor.

Again, my expectation from Virgin Active is that -
- Virgin Active immediately cancel any debit orders against my South African Bank Account, and
- Virgin Active refund membership fees collected after cancellation (Minus the cancellation fee of R900, as of cancellation during mid December 2018.

Please advise.

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6:35 am EDT
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Virgin Active South Africa kloof virgin active, kwazulu-natal - I signed up for a contract on false information

I was signed up at Kloof Virgin Active on the promise that I wouldn't be debited for the first month 1 April and that if I was to come into the branch and he would sort it out. When I was debited on the 1 April I approached the branch and the sales person for assistance and the story was then changed to "I didn't qualify for the special that was running at the time". I have communicated with various people at the branch with no satisfactory response. I am disappointed that Virgin Active can sell contracts on false promises and have so little regard for customer complaints.

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2:27 pm EDT
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Virgin Active South Africa hot water problem

hi

My name is Bakang Pule. I'm a member at Parow Virgin Active Red in Cape Town.
Our gym always have a hot water problem in the showers. We had hot water problem less than two months ago and the problem is back again today (28 May 2019). Six months never pass without having to deal with this problem. Can they also fix or put new shower heads. only three shower heads are working properly.

Thanks in advance

Bakang Pukle (Mr)
Cell No [protected]

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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.

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Most discussed Virgin Active South Africa complaints

problems with club membership agreement
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