Virgin Active South Africa
Reviews and Complaints

My daughter swims for her school team and we went to the local Virgin Active in Bedfordview today to go as spectators. I also have twin boys of 3 years old, who can't swim yet so we took our nanny, Agnes, with us.
When we got to the counter, they asked for our ID nrs. So I gave them mine. They then asked for Agnes' ID nr. Unfortunately she can't read or write, but they kept on harassing her for her ID number and forced her to write it down in front of everyone, even after I told them she can't read or write. They then told her if she can't provide her ID nr then they can't let her in. So by this time my daughter already had her 1st swimming race, WHICH WE MISSED. I also think it is extremely racist for the people behind the counter and manager to harass her in front of everyone for an ID nr which she clearly doesn't have. Also to not allow her from coming in with me, as my children are at risk of drowning. So we ended up having to leave her outside. SERIOUSLY? And we didn't even come in to use the gym, we are SPECTATORS AT A SCHOOL SWIMMING GALA!
Pathetic Virgin Active South Africa!

I pay more than R800 a month on gym fees for me and my son. Lately at meyersdal virgin active the kids are not allowed to do anything (not allowed to play on the computers without supervision, they not even allowed to sit at the kiosk table and wait for me) and must be with me at all times. I don't understand why there is no activities for the kids... I am not dragging my son along because he is in the way and can not be at the circuit anyways. I really feel like I want to cancel my contracts and go to another gym where my child can do stuff and is not in the way. this is not the first time - I am really fed up. I am not going to pay +- R150 for my son for gym fees if he is not allowed to do anything.

To whom it May Concern

1. We are writing this letter to draw your attention to something we believe that is unfair and requires your attention.

2. Early this year when virgin active had a change of floor managers, it was decided that the Friday two classes (17:00 & 18:00) be changed to one class because the class attendees was low (in the red). Then the same class was cancelled as from 6/07/2018 with ought even notifying the members.

3. The Tuesday class was a 2 hours class at first, then it was changed to be 90 minutes. Yesterday we were told that this class will be cut again from 90 to 45 minutes. When we ask the management, we are told that the club "Virgin Active" cannot afford to pay for this class. This is the reason why this class mast be changed.

4. The Tuesday 90 min class (18:00) is one of the classes that always has maximum participation from the members. The class is always packed whether it is winter or summer, even on holidays. It will mean a lot to members before the senior managers make such decision come to the ground and see what it is happening.

5. We are so grieved that the most packed class is being cancelled due to affordability. Considering that all members are paying for this service we cannot be given that excuse. This year the gym membership was increased.
6. It is hereby requested not to change the timings of this class in any way, as it is one of those that people attend the most.

7. It is requested that the management and the instructor work out something regarding this class. See the attached signatures.

8. Your consideration regarding the above is highly appreciated by the Wonderpark club members.

A.R. MOLOTO
CLUB MEMBER: MR

Tell: [protected]
Email: [protected]@gmail.com

From: Janene Joubert
Date: Tuesday, 17 July 2018, 13:28:22
To:
Subject: Re: FW: Re: Feedback from Virgin Active-[protected] [Case: vdq35P, Ticket: HASCUl]

Good day Yusrah
Please find attached screenshot AGAIN as proof that I am not able to make any bookings.
Can someone please look into this matter as it is almost three weeks now?
Regards/Groete
Janene Joubert

Cell/Sel: [protected]

[protected]@gmail.com

I took our a gym membership for my son in January and the product was loaded incorrectly to what was sold to us. After 5 months of complete incompetence at the Hatfield Gym and Head Office I was told that they only way to resolve this and reverse all the charges on my sons account, for which I was handed over, will be to take out a new membership when he turns 18 and pay the activation fee. I was given an assurance by the gym management and a lady at head office that this will solve the problem. Two weeks ago I went into the Bellairs Gym and paid for a new membership and the activation fee. The lady at the gym also confirmed that the reversal of the outstanding charges will only be done after I paid the activation fees. She called someone to discuss my case before sharing this info with me. This week I got calls from the sales guy at the gym informing be that the balance was still due and repeated calls from a collection agency demanding settlement. I have been a paying member on my main account for far too long to have such a bad experience with Virgin and my account has never been in arrears. Devan Reddy [protected]

Ive been training at Virgin Actice from day of opening. I also trained at a flagship Virgin Active for 10years and only had to complaint about the aircon system 5times in 10years time...no problem - that is understandable

5 Years ago I moved to Linden and decided to go to Victory park, biggest mistake of my life. For the last 4 years I complaint every winter about the aircon.

So for somebody who got asthma, I can tell by walking in at the doors if the aircon is set correctly or not, cause your chest tells you immediately.
I always asked "please can you tell me on what degree is the aircon set?"
Then nobody knows, then they came back to me and say the degrees, is 24degrees.
So I told them according regulations aircons must be set on 20 or 21degrees

Then they started to see that I always asked the same question, so they say immediately say 20degrees.
So I notice that if they see me coming, they start to say its on 20/21 degrees, just to keep me quite, but all of us on the wattbikes can feel its not 20/21 degrees. So the one day I asked 2 different people to check, the one came back and say 21 the other one came back and say, sorry mam but the aircon was not even on - the only honest person there.

So this is been going on for the last 4 years...every winter got their own excusses...
2017 winter: First explanation from staff member, they cant set it on 19/20 degree's due to the personal trainers are cold.
Second explanation its hot due to the sun that came in at the pool side
Third explannation the aircon is faulty, and so it carries on.
2018 winter: I just keep on complaining and then they will go and set the aircon correct, but they give me 20/21 degrees.

I complaint at OJ, Chanel etc even at the manager itself Kevin.
Kevin made sure I understand it clearly that he cant move the bikes to what I suggested and then he moved the bikes into the passage where every one is walking and the roof is lower, but he never said that he will try to fix the numerous complaints of the aircon.
Obvious the people on the bikes talk to each other and we all complaint about the aircon and the music.

3 weeks ago (3 July 2018), I got there and they were busy maintaining the aircon, I asked them to please switch the aircon on due to me having asthma. They told me that it is a off peaktime slot and they decided to do maintenance on the aircon in off peaktime.

There are only +/-7 wattbikes, I actualy moved my working hours so that I can have a bike to train for my races cause in peak time, you must wait for a wattbike. I do not go in peaktime due of the only 7 wattbikes.

My money that I pay to virgin active is excatly the same at the person who workout in peaktime?

Yesterday 17 July 2018 a guy dropped his water bottle spilled water on the floor. There are nobody on the floor to see this, everybody is walking circles around the water cause they do not want to heart themselves.
3 Virgin active employees walk past it, nobody get the cleaner to come and clean it.

Half an hour later, the cleaner spotted it.

Again no responsibility of the staff members who wear the uniform will take responsibility for carring for the members. No it just "I want to go somewhere so that I can chat and talk loudly to my friend, and eat"

If I do not get a response on my email - liked everyone warned me, I will get health and safety in. Im a person who has asthma and have been asking now numerous times. Virgin Actice Victory park do not care about their clients, they do not even try to make an evert to make it better for their customers or try to strive to have less complaints over the last 4 years. This is shocking!

Yesterday while at the Groenkloof Gym, it came to my attention that the 4 squash courts which are usually fully booked will be demolished to make new studios. Why? Nothing about that makes any sense. The studios available are usually empty as it is and there are so many members who only go to virgin active to use the squash courts. Nowhere on any platform have you announced that you will be demolishing the squash courts and therefore not giving the members the slightest chance to complain or stand up to this ridiculous idea. Please advise. At least keep 2 squash courts!

On 12 July at 15:07 I informed the swimming coach that my grandson AJ is here, however I am not going to allow him to participate in todays swimming lesson as he is not feeling well (nauseas and a headache) The coach Vivian? immediately attacked me orally, in front off all clients in the entrance to the club and the lounge are. I can testify exactly what she said, but I suggest Virgin Active simply look up the CCTV footage. she was totally unprofessional and RUDE, all overheard by many virgin Active clients,
I also request that you further look at the CCTV footage starting approximately 15;15 when she came back to me to whilst I was sitting in the lounge, she started off with an apology, then turned back into the unprofessional shouting which she clearly is. I again told her that she is a very RUDE person. She left this discussion and after approximately 5 yards, turned around and loudly stated ' I GIVE YOU ONE MONTH"S NOTICE"
As virgin active paid up members, I insist that you look at the CCTV footage (do not take my word for it please) and FIX the behaviour of this coach! She has been insulting, rude and unprofessional, this she did by VERY LOADLY expressing her views in front of approximately 20 people and shouting that she is giving AJ one months notice! she gives notice of contract cancellation because my 9 year old child is withheld from swimming lesson by his grandfather! I insist, she has breached the contract
This is the same person who a week ago, requested my daughter to pay a portion of the coaching fee R900 in advance because she is out of pocket.
The family team who are members of Virgin Active is; Adrian Van Heerden, Vicky Britz van Heerden, AJ van Heerden, Zachy van Heerden, JJ Britz and RE Britz (grand parents) + AJ's au pair. We all are in support of AJ (who is the champion swimmer of his school) AND cant believe that this Vivian coach is allowed by management of this club to behave as badly as she did! This team wont visit your club again.
Johan Britz, member card no. [protected]
cell no. [protected]

I find your approach at your reception ridiculous when arriving for a prior arranged appointment to see a sales agent to potentially sign up for a gym membership. I was with my Daughter at your Dainfern club. Why do I have to complete and sign 3 forms with personal information and emergency contact details in order to enter the premises for a MEETING to discuss a MEMBERSHIP? Seriously?!?!?! I don't complete any documents when I enter Pick ‘n Pay to buy something. I'm not working out or using your facilities, I'm meeting a sales person! Pathetic service! Phiwe who made and confirmed the appointment with me couldn't bothered to be there...

My name is H Musongi. I have 4 accounts that become in arrears when I become unemployed. 2 of the 4 accounts where handed over to MBD.
For the past 6 months, I faithfully paid instalments on my 2 accounts with MBD.
I made payments for my 2 accounts at MBD to be settled and closed on 27/06/2018 but, despite my several emails and phone calls to MBD, no one is attending to my request.
- [protected]. Ref: [protected]. Amount paid (as provided over the phone on 27/06/18) = R 948.81
- [protected]. Ref: [protected]. Amount paid (as provided over the phone on 27/06/18) = R 815.70.

On the 25/06/2018, I have settled my accounts that are still with Virgin active (Ref: [protected] and [protected]) but no-paid up confirmation received.

Please, send me paid-up letters for all 4 accounts as I'm not ready to continue paying MBD for accounts that are supposed to be closed. That's unfair.

Thanks for your assistance,

H. Musongi.
Phone: [protected]

My name is Princess Nkabane and i am a member of the Virgin Active Red Durban CBD member. Last night (04/07/2018) a little after 6pm, my partner, [removed] (who has been a Premium Virgin Active member for the past 6 years), decided to join me at my gym. The last time he was there a Red staff member gave him a second card which he could use to enter the gym. When he visited the Kingspark Virgin Active gym he had trouble getting in and was told to check at Red if they had correctly issued his card to him.
So last night he asked a lady at the gym (i think her name is Andile) for assistance. He was explaining about his frustration, and she just said she can't deal with his attitude and walked a way without helping him.
We both felt so embarrassed as people were watching. I am a member of the gym and even i could not explain her actions to him. He pays more than R1000 for the gym as our son is also a member of Club V and we did not appreciate the attitude.
This is my third complaint about the staff at the gym and their way with customers.
Can this please be looked into. It really made me contemplate looking for another gym, however Red is in walking distance from my flat.

I always appreciate your assistance.
Regards,
Princess [removed]
[protected]

My complaint has been going on for some time now. I was followed/intimidated by a staff member on numerous occasions this trainer went as far as to give me dirty looks stare and point me out to her male friend inside the super market. She also intimidated my child as well as mocked a autistic child in the go 52 class she was giving. I told management about this on ever occasion. And nothing changed if anything she just cocky. I also complained about the the fact the skipping ropes were broken and couldn't be used I even took photos and complained on line, the fitness manager called me to say sorry but that is what theyhe used them (lair) I asked about resistance bands was told to bring my own. Why would anyone pay R500 a month to have to bring there own equipment to the gym? I then decided I was not going to pay till all this was dealt with. Well after 9 calls from customer services telling me my account was over due they put me through to a manager who contacted the club and they then contacted me and we meet. I SAID I didn't pay because I was being abused by staff all round. He said he would see what he could and called that day saying I would have to pay half the outstanding amount of R600.00 I said perfect I would be in the the next couple of days. then the next morning I got a call form veri credit to say I was handed over by virgin active. SO in less than 12 hours of talking to management they did that. Please someone tell me how fair is this crap. You people need to catch a wake it is crazy how horrible you are to your customers. I wanted to sort out the matter I wanted to use the gym again and thats how you deal with things I do not know you are still around.

I would like to raise a concern about cancellation of the kick class on Wednesday morning @ 06:00. The members were never consulted and there is better attendance comparing with previous class. Another issue related to numbers could be due to the staff that Checks attendance, how do they monitor attendance 30min after the class has commenced? Kick is an aerobics class that happens post very intense classes that is grid & rumble. We as members use it for stretching & others as a full workout session. Bare in mind that as we access the gym @ 05:00 we have to be @ work after 07:00...
Hence most members do attend the class & leave @ 06:30... Which explains the less number you've been recording. Please reconsider the decision, give us more time & emphasize the importance to your staff as well to be on time with regard to their work.
I have attached a clip that shows attendance in case you missed it this morning

Your response will be highly appreciated
Thanking you in advance

Your Little Falls Gym in Roodepoort is killing the brand
GM takes decisions of the Brand into her own hands

band 2 members for an issue provoked by another member, no footage just incompetent collaboration of staff with the provoker of the incident.

look at all the complaints in SA about virgin ..brand going down with pathetic management

GM of the Branch banned 2 members with a clean record and no previous incidents
will not refer to footage, and has not been just and professional

I was random person having a look around to potentially join, with the way these individuals were treated by staff on duty ... no thank you, i spoke to the said member outside to understand what had happened. See on Hellopeter that they are banned on what basis...I will choose a private brand rather

I have had such unpleasant experiences at Virgin Active Victory Park of personal trainers/Representatives gossiping, Degrading and discussing other Paying members or even other Personal Trainers of the club and just making people feel so uncomfortable by the judgement and gossip coming from People who are representing a brand and company that does not tolerate bullying in any shape and form. This I have experienced and Heard many a times and brought to the clubs attention before, yet it seems this is a ongoing trend of verbal bullying and prejudice I seem to be experiencing at Victory Park gym, a place a person comes to improve themselves, to feel good about themselves and to feel comfortable in an environment that allows such growth. If people who are representing this company have any negative or derogatory comments to make, I would suggest a code of ethics be followed when on the floor of your gyms as this is really unprofessional and disappointing to hear from Employees who represent such a healthy and "uplifting" Company
Makes me really want to drive the extra kms to a welcoming, comfortable gym.
Disappointed...

I have been using the wattbikes at Tableview since it's been available to members to use
I had now on various occasions where the wattbikes were not charged ... there are only 4 and sometimes only 3 available
Last night none of the 2 Bluetooth paring functions work and 2 had broken pedals
When will this be attended to?

clearly this cannot continue.
Regards

Unacceptable that i pay my fees regularly with no excuses, so how come virgin active can make excuses of not repairing the pool heater.

How long is it acceptable to wait for repairs?

Is it possible NOT to pay fees while pool not usable.

My 2 kids and I ONLY use the pool, so basically I'm throwing away my money.

UNACCEPTABLE to pay for services not provided.

ONCE AGAIN the public is just taken for a ride.
I'm really tired of being ripped off.

Hi it's been two weeks now that the pool at the Lenasia, South Africa virgin active gym is not available for use to to a pump issue. Our aqua classes are disrupted and Our kids train there and now this is halted. It seems the manager is not interested and he is also mostly not accomadating. Please can this matter be resolved ASAP. We have a pool but cannot use it 🤔😡

To Whom It May Concern,

I was at Virgin Active Lonehill on Thursday 14/06/2018, minding my own business like I normally do, when one of your personal trainers, Kate Ortlieb, approached me. She started off by telling me that I'm the skinniest person she has seen in a long time, my boyfriend then intervened and told her not to use the word skinny (as it's offensive, just like telling a fat person that they're fat), where after she told me that I need to look at myself as a blank canvas and that it takes years to see results but that I will eventually get to where she is (she was pointing at her bicep as she was saying this), the insults just kept rolling in and I felt as though I was under attack. As she then turned around and walked away she pointed at my weights and said that I can do better than that (referring to the weight I was on).

I found her remarks incredibly unprofessional and offensive, she shouldn't approach people in gym she knows nothing about and give her unwanted opinion, for all she knows I'm recovering from a serious disease. I've been training for 3 years and don't see myself as a "blank canvas". Right now I don't feel like returning to the Lonehill gym, it's already difficult enough knowing that fellow members judge us, now we're also being judged by the gym staff.

I really hope you can take this matter seriously and reprimand her not to approach and verbally attack anyone in the gym again.

I would be grateful if you could please let me know how this issue will be resolved.

Kind Regards,

Sindirèè

After lodging a complaint on ‘hello peter' as well as being promised to be reimbursed by no later than 6 june, I have yet to receive a refund for incorrect billing of my account.
I am going to write another complaint on hello peter - I see you have thousands of complaints and very few compliments on that platform, and out of the 50 I went through you had only responded to one, which was an appraisal.
You are indeed an arrogant organisation. I shall be sharing my experience on hello peter and every social media platform available.
I insist that I be reimbursed and you to do your job - satisfying the customer!

Begin forwarded message:

From: nadia jefthas
Subject: re: eden grosel contract [protected]
Date: 30 may 2018 at 15:31:46 sast
To: joanne grosel

Good day

Hope you are well..

Please be so kind and forward me a copy of your bank statement as our head office needs to investigate and credit your account.

They advised you may email it to [protected]@virginactive.co.za

Kind regards

Nadia jefthas
Club administrator - stellenbosch
T +[protected] w virginactive.co.za

Virgin active | south africa
From: joanne grosel
Sent: 29 may 2018 09:42:30
To: nadia jefthas
Subject: re: eden grosel contract [protected]

I have not heard from head office, and since you were the person to whom I spoke, and who advised me (incorrect), it is your job to follow up - not mine. You remain my person of reference until I hear from someone else. Since I haven't heard from anyone else my previous email to you remains what I will do should I not be contact today. Please follow up and ensure my problem is addressed.

On 29 may 2018, at 09:06, nadia jefthas wrote:

Good morning

I have forward you email to our head office as per previous email.

Kind regards

Nadia jefthas
Club administrator - stellenbosch
T +[protected] w virginactive.co.za

Virgin active | south africa
From: joanne grosel
Sent: 29 may 2018 08:41:31
To: nadia jefthas
Subject: fwd: eden grosel contract [protected]

I hereby request a person in authority to contact me.

I also request in writing that this matter has been addressed - that my account will be credited and the unauthorised person has been removed from my billing profile.
Failure to communicate with me will result in me having no alternative but to put this to hello peter. I do not have the time to run around and beg for virgin active to do their job!

Begin forwarded message:

From: joanne grosel
Subject: re: eden grosel contract [protected]
Date: 28 may 2018 at 17:03:06 sast
To: nadia jefthas

Please refer to your own bank statements and you would pick up this amount would not be allocated so therefore it must be in your suspense account, if you are actually doing bank recons! My bank account is a private and personal document. You have the reference number. My bank could only reverse the last payment. This has been debited to my account since my daughter joined the gym.
Again, I need in writing that this person has been removed from my billing profile. The other deductions can be set off as a credit on my account.
Please forward a statement to me reflecting the credit notes passed on my account.

On 28 may 2018, at 15:28, nadia jefthas wrote:

Good day joanne

I am so sorry for the inconvenience..

I have taken your query up with our head office spoke to zanele, they have requested a bank statement this will help them remove your bank statement.

They will do an investigation from their side and give us feedback asap.

Also please confirm if you have reversed the payments.

Please forward your bank statment to [protected]@virginactive.co.za

Hoe this information finds you well

Kind regards

Nadia jefthas
Club administrator - stellenbosch
T +[protected] w virginactive.co.za

Virgin active | south africa
From: joanne grosel
Sent: 28 may 2018 14:45:27
To: nadia jefthas
Subject: re: eden grosel contract [protected]

I am awaiting your prompt response - or someone who can explain to me what is going on and what is being done about it. Your very blasé response that I can ‘reverse the payments' is an of very poor service!

It is shocking that virgin active is quick to look for payment and slow to assist and do their part when they have made errors. You have not represented the company you work for very well.

I expect someone to call me and for the problem to be resolved and put in writing that it has been resolved.

This should not be my problem - virgin active should be assisting me to get my money back!

On 28 may 2018, at 14:09, nadia jefthas wrote:

Good day

Our phone lines are currently down but will contact our head office asap when the phone lines are up.

Nadia jefthas
Club administrator - stellenbosch
T +[protected] w virginactive.co.za

Virgin active | south africa
From: joanne grosel
Sent: 28 may 2018 13:55:04
To: nadia jefthas
Subject: re: eden grosel contract [protected]

Yes, of course I want to and will reverse them! What I want to know is how she ended up on my profile. If you cannot answer the query then escalate it to someone who can. I want an answer as to how this happened. Virgin active needs to inform me how this mistake was made and need to rectify it immediately so that it does not happen again in june!

I would appreciate better service from you, and if none is forthcoming I shall have no alternative but to write to hello peter and lodge a complaint using you as my person of reference!

Your reply is unsatisfactory and I await to hear what is being done about this!

Sincerely

On 28 may 2018, at 13:23, nadia jefthas wrote:

Good day

Just some feedback the contract number you gave me is for ms elaina lotter.
If you want to you may reverse the payments.
This wont have an effect on your daughters contract.

Kind regards

Nadia jefthas
Club administrator - stellenbosch
T +[protected] w virginactive.co.za

Virgin active | south africa
From: joanne grosel
Sent: 28 may 2018 11:26:18
To: nadia jefthas
Subject: eden grosel contract [protected]

Good day, nadia

As per our telephone conversation earlier - the reference number and how the payment reflects on my statement: virgin act4006127692:116027.

This amount is for r252 and I have no clue what it is for? It was deducted from my account for the past 3 months!

Please advise how I can stop this payment and how I can be refunded - I did not authorise this! We were sold a contract for eden leigh grosel at r509 per monthly only.

I await your reply and guidance regarding this matter.

Sincerely

Joanne grosel

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