Virgin Active South Africa
Reviews and Complaints

I am highly frustrated at the lack of maintenance the virgin active red parklands is receiving. the air-conditioning has not been on for weeks and it is extremely hot to train. I would like either the air conditioning to be sorted or to be able to have access to one of the other virgin actives on the table view area. I have also notices that the equipment takes weeks to be fixed? is it expected that if i pay less to be a patron of virgin active red I will receive less of a quality service?

To be brief Im just happy that my 1year contract is coming to an end as I signed up on the 29th January with an emlpoyee whose details I have in my possession. The idea of joining up with VA was meant to bring a lot of hardwork resulting in a positive outcome as I was battling with my weight. Instead from the word go, I was given a lot of misinformation by this employee, which at times was short of whats in the contract itself. I brought this up with the General Manager who responded to say he will look into this, which later turned out to be a 'cold case' as he went dead on me after he was 'moved to another unit'

Last time I set foot at VA was in June/July 2016...i still have a trail of emails at my disposal between myself and VA regarding the issue above here, have lost my recording which I did on my cellphone when I was signed up by the employee, which was proof that the employee misinformed just to make sales, as I came in with my wife to sign up. Your customer service is a mess...am gonna say it again...its a mess and disgusting.

I just hope Mr Izak Labuschagne reads this, in order to bring some sense to his employees, as this might cost the company in future.

My name is Mr Mawethu K Rune, call me and I will forward you all the correspondence. Am just glad am done with you guys, and you can take my money, as you did the past 11months and continue to grow the VA empire at my cost, and others who never complained before.

Im very disappointed with the service I got yesterday from virgin active voda world, the lady didn't want me to get in to a class that I am always attending she said it was full even though I can see there are spaces and also some people were getting out of the class clearly there were more spaces and I forced myself in. I reported the treatment that I got from the lady and her bad attitude to the manager leon he promised me to resolve the issue. Today the manager called saying I forced myself in blah blah actually he was talking to me like I am not a customer and I ended up saying to him how about I cancel this contract and he insisted you are welcome with an attitude for god sake I am paying r550.00 a month not even once have I ever missed my payments, virgin active acted like they are doing me a favor I am using their facilities for free. I would love to cancel my contract and I am not expecting anyone to tell me about a penalty fee and I dont want them to debit my account this month I am not happy at all i'm a customer at the end of the day and I am not gyming for free. So virgin active must terminate my contract

In the beginning of November 2016 I requested my account to be frozen during the holidays for 2 months as I am a student in Bloemfontein, so they said instead of me paying R390 a month I'll only pay R195 for the 2 months I froze it which was supposed to be R195 for November and another R195 for December. Instead, both months a debit order of R390 went off. So I phoned head office and they told me November's R390 would cover the R195 for November and R195 for December. So I said it's okay. Then In December another R390 went off they said it must of been a mistake and they will fix it and I won't have to pay in January, once again I said it was okay. Now in January another R390 went off! I don't understand what is going on with Virgin active but I'm highly upset

I have been harassed by messages and phone calls about outstanding payments for a membership that I personally cancelled with the club in October 2016. The membership was with the BENONI club. What is worse is that they continued to take money from my bank account after I had informed them on time that I'm cancelling. When I phone the club to complain they told me my membership was still active, claiming that someone phoned me to reinstate the account which was a lie. I'm annoyed by this. I Have sent an e-mail to them but still I'm being harassed.

You might think the new club is only 10% smaller, but then you are completely misinformed because that is not the case. It is far more than that.
No squash courts, no sauna, less and smaller pool lanes, way too little floor space to stretch, smaller studio, no power plates, etc. Do have a look at the floor plans of both gyms and inform yourself.
You are trying to pour the content of a 1 litre bottle into one cup.

And you never had the decency to even inform any of the members of the decrease in space.

And if you think the equipment you gave us is state of the art, you are also mistaken. All the equipment we use in Cape Town are state of the art, yes, but not the ones we got.
No television stations, no music, nothing to look at while except the time and then there are even machines that are not working, so much for new and state of the art.

The functional floor space is way too little to even make good use of and nobody really knows what to do with the Queenax frame.
Management has put a barricade of heavy weights smack in the path that we are supposed to walk from the room containing some of the equipment needed for stretching. The rest is still inside the studio and you constantly have to disturb the class inside the studio. No bar inside the gym either. Plus the ventilation in the studio is insufficient, but that seems to fall on deaf ears because you kept a set of management that could not even do a proper job at the old gym, all you did was give them a new place without shacking up the inside.

And no, none of us while working out our using the rowing machines appreciate facing the heavy weights pumping iron in front of the mirror. Even they don’t have enough space and keep on bumping into each other.

Plus why are we on the third floor with a view and great big windows when nobody can look out, as someone was so bright and made all the equipment face the inside the gym, making me look at a##es in front of me or people swimming instead of looking at the view.

Your layout was not thought through at all and you are wasting an immense space with the two obsolete “consultation” rooms, ridiculous amount of Kauai tables and two couches.

You also used inefficient contractors because the finishes are already starting to deteriorate, i.e. loose toilet seats, electrical shorts inside changing rooms, insufficient or no hooks or anything to hang clothes on inside the lockers, trap gradient inside showers too little, insufficient lighting in bigger showers, shower with seating already has the shower with handle falling off, shower heads in general are terrible, etc. And the sauna is not water tight and you can see it leaking from the outside and mould starting to accumulate.

We used to love going to the gym. You have taken the love out of the equation and made us feel unappreciated.

Good day Ross

I have a query with regards to the account that was opened against my knowledge.

The virgin active sales representative came to our work place for wellness day in July of which I was interested in joining virgin active. I then made inquiries with the Representative by the name of Busi [protected]) of which she advised that you give out 7 days try out before the account was activated and if I don't like the gym I must let her know also if I like the gym I must tell her so she can send the account for activation. I signed the application forms as well as giving out my banking details. Busi promised that she will call me within 7 days to check if I am interested also to arrange for a personal trainer.

I never went to your gym and I have never used the gym. I got a call from virgin active call centre to advise that the account is in arrears in September and I advised them that I do not have an account, they promised to look into the matter but recently I have been getting SMSes from MBD attorneys to say that my account have been handed over and I was never advised that it will be handed over.

I am not going to pay for something that I have never used and also this adverse on my name is tarnishing my name on ITC, I can’t apply for credit as I have a credit. I need this matter to be resolved as your call centre can’t assist me they send me from one person to another. You can check on the card and it was never used. I don't even have the membership card.

I would love for this matter to be resolved as soon as possible as I need this adverse of my name.

I would like for this arrear to be removed on my name and the account to be closed.

My details
Maphefo Mamorobela
[protected]/ [protected]
[protected]@yahoo.com

Thanking you in advance
Awaiting for feedback

Regards
Maphefo Mamorobela

my daughter joined Virgin Active on her name I authorised payment to go off my bank account she was transferred to Carltenville where there is no gym.They do not want her to transfer it to somebody elses name and wants to keep me liable to pay it. How is this possible. They just want to make money and not assist her with a resolution.
Please assist

Happy Mashele

Fri [protected]:47 AM

Inbox
To:

Ovens, Michelle;

You replied on [protected]:54 AM.

Morning Michelle

Yes I did receive it and I have already processed the refund, Im still waiting for National Head Office to approve the payment .

I will let you know once they close my call.

Thank you.

Happy Mashele

Fri [protected]:50 AM

Inbox
To:

Ovens, Michelle;

You replied on [protected]:14 PM.

Good day Michelle

I have enquired with Chantal Peters from National Head Office and she has processed it already, it should reflect on your bank account already, if not please give it until Monday.

Happy Mashele

Mon [protected]:59 PM

To:

Ovens, Michelle;

You replied on [protected]:48 AM.
Good day Michelle

Sorry for the late response, I just came back today in the office I was hospitalised as I was hijacked.

As per our telephonic discussion last week, I had asked that you check with your bank because on my side it shows that the refund was done on the 02/12/2016 but came back saying returned by the bank.

Thank you.

Ovens, Michelle

Mon [protected]:48 AM

Sent Items

To:

Happy Mashele ;

You replied on [protected]:58 AM.
Dear Happy

I hope you have recovered from your terrible experience.

I have just spoken with Nedbank and they cannot see the payment into my account on 2 December, or any other date or ascertain why it was returned. They have confirmed no problems from my side. Please retry to make payment and send me the proof of payment.

Regards

Michelle

Ovens, Michelle

Tue [protected]:58 AM

Sent Items

To:
Happy Mashele ;

Dear Happy,

I would really appreciate the resolution of my repayment. I find this unacceptable. Please contact Chantal Peters and inform her that Nedbank says no payment was made and that the account does not reflect any action from your side.

Regards

Michelle

Virgin Active Sales People do not know the product they selling and therefore sell you a product that doesn't exist. My sons have to pay their own gym fees, as we are a working class family working on a very tight budget. They are students and work part time to pay for extras like gym and therefore I am very annoyed that my son was sold a gym membership under false pretences. He was sold a gym fee and told that because he was a Momentum Multiply member he would get back R500 of the R1000 he had to pay to join. Little did he know it was actually only for Discovery Vitality Members, my son is now R500 out of pocket and would possibly not have joined the gym if he knew he was in for R1000. It is absolutely disgusting that my son is now out of pocket as he is a student and can really not afford to throw away R500. I am so digusted with Virgin active that I would like Virgin Active to cancel both my sons gym memberships without a cancellation fee being applicable, as well as refund my son the R1000 that he is out of pocket. They also did a health assessment which they said we could claim back from our medical aid, which in fact is not the case. The way I feel now I will not recommend Virgin Active Gyms to anybody in fact I will tell them to do their homework before joining a Virgin Active Gym. I will also tell parents not to trust any sales person at Virgin Active Gym as they con teenagers into gym memberships for fees that don't exist and end up being more that stated. I would really like to take my story to the Newspapers or Reality Television to let them know how Virgin Active Gyms con Teenagers into joining their Fitness centres with false information. Lets be honest teenagers trust people far easier that adults and because they are body conscious at this age. I will give Virgin Active a chance to settle my complaint before I decide to go to the media. All I want is to really have my sons memberships cancelled at no cost to me and that my son's R1000 is refunded. I would just like Virgin Active out of our lives for good. Depending on how Virgin Active deal with my complaint will depend on whether I ever trust another Virgin product again.

Hi, Been a member at Virgin Active Amanzimtoti for more than a year, had an agreement that my debit orders must never run before the first of each month. On the 31st of December my debit order ran and was unsuccessful with banking cost, when I contacted the administration I was told that this is the norm, and that my bank should of informed me about this. When I asked the administration, but should it be the responsibility of Virgin Active, the lady responded and said - no, and that I should ensure in the future that I've got enough funds in my bank account. The admin lady, at Virgin Active, comes across very rude over the telephone, poor customer service, please this needs to be addressed, this matter will be brought under the attention of senior management in the group if not sorted out.

Just before Christmas, on either the 23rd or 24th Dec 2016, I went into the Boksburg Virgin Active Gym to have a workout. I'm a full-time paying member of this gym and have been since 2003, and was with my Dad, (a non-member) who is visiting me from Zimbabwe for three weeks over the Christmas period and comes to visit for perhaps twice a year on an annual basis. Having not had too much difficulty on previous occasions in gaining my Dad access to the seated area of the Kauai Bar where he can sit quietly and drink a coffee and watch the television screens while I enjoy my workout, I went to the gym in the hopes that he would be allowed to sit comfortably for the next 80 minutes while I trained. Being off-peak and at this time of year, the gym is obviously VERY quiet, and I felt there would be no problems, as well as all his information: name/address/age/and all my details etc.etc. were already on file in the computer system.
I was firmly but politely told by the Club Manager that I would need to pay R170 in order for my Dad to sit inside near the Kauai Bar. I mentioned that he would not be working out or walking around, merely sitting there waiting for me. The Manager said that there were new regulations enforced which did not allow for members friends/family/hangers-on etc. to sit for free within the environs of the gym. I stated that at 86 years old, I had no wish to leave my Dad at home while I came to work out as he would be alone and I could not keep eye on him. I said I realised that Virgin Active cannot allow its space to become filled with non-paying attendees, but that this did not quite fit that category; could not an allowance be made while he was here-it's not as if I would bring my Dad on each and every occasion I visited the gym as he only visits me twice a year.
The Manager remained firm on her stance and so her Manager was called and once again, everything was repeated to me (which by the way, I fully understand, but with these extenuating circumstances, I feel is totally incorrect and outcasts the person in question, who all this time was standing there, feeling extremely embarrassed, because I REFUSE TO PAY an exorbitant and questionable fee!). A telephone call was then made to the Manager's boss and the Manager returned saying that on this one occasion, they would let my Dad inside without paying the fee but it could not continue. I said thank you very much, how kind, I sincerely appreciate it, but it is quite simply WRONG. I have FREQUENTLY seen young kids running amok on the equipment while I might be waiting to use that piece of equipment, and the parents of these children are working out nearby. I have continually been subjected to other members dawdling on equipment during peak times, keeping myself and others waiting, while they are on their cellphones. I have often reported faulty equipment when I come across it and a week or two later, the equipment is still faulty or not working, and I've been told by the staff that maintenance was not available to fix it, or that it HAD NOT been reported as being faulty! There are a myriad of small and irritating issues in the gyms of Virgin Active, that could be streamlined and dealt with but staff appear to be untrained to use their common sense or are too scared to approach a large well-built body-builder for example and politely remind that person to RETURN his weights when finishing the exercise or to get off their phone as other members are waiting to use the equipment. And yet VA seems happy enough to exclude people from the older generation who's family members ARE PAYING MEMBERS, just to wait in the waiting area. The mind boggles...
It will be interesting to see if anyone from Virgin Active gets back to me on this...

To whom it may concern

Please note I write this email in response to the treatment I experienced at gym Wondeboom VA.

It was my understanding that the addition of clubV was to encourage parents particularly mothers to gym with the knowledge that their little ones were well taken care of with their own set of activities.

Unfortunately, with the 2 hour regulation placed at clubV, I am unable to gym, wash and dress myself before the end of the proposed 2 hours. What is even more disturbing is that my son is not allowed in the womens changing room which more than inconveniences me. The parent change room has no inside toilet, mirror or hair dryer.

None of the other VA clients have time limits therefore the same should apply to the parents with children who utilise VA services. Alternatively if this cannot change VA should stop promoting a family friendly gym which I have yet to experience.

In December 2015 I gave my months notice to the Club Manager @ Comaro View, she went onto the system and wrote membership cancelled.
I was told all was in order.
In January 2016 I asked if it is possible to pay monthly subscriptions as I was un-employed and wanted to carry on with gym as long as I could.
I was informed that I could, so every month I paid cash into the gym.

End of May I could no longer pay and was told by the then NEW MANAGER it was fine.
I am now busy receiving threatening messages from MBD Inc. stating that I owe 7 months of outstanding amounts.
This is ridiculous I checked and did all the necessary at the gym with the Club Managers (with the staff as witnesses) and now I am getting this!

I owe nothing, as I was told I could pay monthly.
The club manager at Comaro should be held liable for this.

Can this please be checked into.

On Saturday 3rd December 2016 the “New” Virgin Active Maerua Mall opened its door and it has been a disaster. Next to all the physical things that are neither there or missing the biggest problem would be that Virgin Active had the audacity to never even inform any of its members that the new gym would be quite a bit smaller and that certain things will no longer be made available. Technically Virgin Active is in breach of contract and theoretically most of its members could sue Virgin Active, as we all signed contracts with the “old” gym where all of these amenities were available. This was in no way an upgrade to a better gym, but this is a downgrade.

It is also very clear that Virgin Active did not take the time or interest in researching its target market and checking what current members of VA Maerua Mall make use of, need or would like to have in a gym, neither were members or staff ever consulted on these matters.

The entire layout of the new gym is approx. a quarter of the floor space of the old one and the available space has been used in a most impractical and space wasting way.

There are two obsolete ‘consulting rooms’ (one would suffice) right in front of reception, making it impossible to see the computer station and sofa area behind Kauai. So when kids are sitting by the computers or someone else requires assistance, nobody can see. Plus the computer screens face into the gym making it possible for every member to see what the person at the PC is doing. Not very private.

The sofa area with televisions is a waste of space (nobody sits there). A sofa at the entrance/exit would have been much more appropriate, as it is only from there that one can see and be seen by those that we are waiting for.

Not to mention the ridiculous floor size given to Kauai. 8 small tables and one big one are overkill, considering that people barely sit there. Four tables would suffice quite generously. Kauai has probably lost more than half of its clients by moving from inside the mall to its current location. Members only get two hour of free parking for gymming, which has the result that we can either have a very short gym cession and have coffee, or like most people, take away a smoothie or something. Very few of us want to exceed those two hours and then have to pay for two hours plus more on the way out.
Plus: Why if Kauai is inside Virgin Active do they not adhere to the opening and closing times of the gym? This week I wanted to have coffee one morning, but Kauai was closed, no sign, notice or information hanging anywhere that they would be closed or have their own special opening times and VA staff tells me that they do their own thing, which is unacceptable.

We might have received new equipment, but we are on the third floor and every single machine faces inside even though we have massive windows to look out of.

Plus the machines might be new, but the picture quality is terrible, if the television is even working. Some machines have 15 buttons of which only 4 work. If the TV is working, then there are 10 channels, 5 are the information channel, 2 don’t work, 2 are sport and 1 music, but then the sound does not work. Or you have 5 channels, 3 info, two sport and one off.

There might be new clocks everywhere, but they barely show the time. One can definitely read the make, but the time only flashes for 2 second after every 8 seconds of useless banner. So one has to stand still and wait for it. How is anyone in the pool supposed to know what time it is? And why is there no clock on the way to the showers, right where the sauna is, so that people inside the sauna know how long they’ve been in there and that members can actually see how much time they actually have to shower?

The pool has been reduced to four lanes that are so tight that 2 people can barely swim past each other.

Why is there no sauna and only a tiny steam? The shower next to it is a waste of space and could easily be turned into a sauna.
Considering the lack of space the shower layout is a waste of space as well. And the incline inside the showers is not enough for water to run towards the traps and certain traps keep on clogging up.

Within the first two weeks water pipes burst behind the ladies’ toilets flooding them and letting water seep through the walls. And the toilets have been installed higher than standard height with legs hanging down.

There are vents in the toilets and ladies’ changing rooms, but so far I cannot say that they actually seem to work. And the toilet seats are already loose.

Only half of the lockers in the changing room have hooks for clothing to be hung up and within the first few days staff took up all the most easily accessible lockers. Why is there not a separate space for employees?

And the cleaning ladies need to be taught how to do their job, as they are not doing a good one, with a toothpaste smear still being on the wall after 5 days. And when you talk to the cleaning ladies they give back attitude. We definitely see them cleaning and preening themselves more that the place they are supposed to clean.

The same goes for the ventilation in the gym in general, especially the studio, which is now smaller and there are now more people attending classes, as there is less equipment to use. The ventilation inside the studio is useless and insufficient. There is air extraction, but no air blowing out to cool and dry all the profusely sweating members. This is something that can be fixed because the vents in front of the studio and spinning class work quite well. So for management to tell me that is how it was set and cannot be changed is not an acceptable answer.

The same goes for the barricade of weights and equipment between the room containing mats etc. and the stretching area (with a jungle gym smack in the middle). First you have to walk through the tiny super circuit of 4 different machines times 2 and then there is the barricade that we are supposed to walk around or walk through the studio and usually there are classes taking place and it is extremely rude to walk through those while class is going on. And upon the suggestion that the barricade be move elsewhere we received the answer “That is not going to happen.” That is not an answer any Virgin Active employee should ever give.

There is a lift, but no instruction on how to use it, as it does not work as a ‘normal’ lift does. Here you have to hold the up or down button until you get to the place you want to go.

During the run-up to the change we already talked to the assistant manager in October concerning the provision of at least one power plate for health reasons. We again asked ever week and mentioned that if there will be no power plate that we would to purchase the old ones. No problem, he will see if he can get one or two. Come the first week at the new gym there is no power plate and many members asked for one. He said he would order one. Then the answer came that he had discussed it with the manager, but that the manager is now on leave (as from 2nd weekend in December), so will have to see what the new year brings.
And why can the manager of a newly opened gym go on leave within two weeks of opening when one could see that there are masses of issues?

Hi

to whom it may concern

On the 25th November 2106 I joined my wife at virgin active Lenasia.
The sales representative that helped us name was Kim. After we joined Kim contacted us requesting a letter from the bank which was given.

It's three weeks later now and her account is still not sorted out and they do not want her to train until it is which is very embarrasing for her. We are not sure what to do now it's becoming very frustrating. It came to a point where my wife wants me to cancel my membership and join zone fitness with her. Her words were (virgin active has pathetic customer service).

Please let me know what steps to take to sort out my wife's account. Her name is Saleha Wadee

my name is Riza Arslan

id number [protected]

contact number [protected]

Northgate Virgin Active advertise a 7.30am Boot Camp class on Wednesdays. The instructor who is supposed to take the class frequently does not arrive. The management do not seem to think its important to confirm that an instructor is ready to take the class. When speaking to the 'captain' she seemed to think it was not her responsibility to ensure the class occurs like it is advertised. This club is poorly run and to me it seems as though staff members feel that customer service is NOT a priority. Cleaning takes place during peak hours at this club often resulting in it being difficult to actually enter the club due to the floor being cleaned and parts of the entrance to the club cordoned off. I don't understand why cleaning does not take place between 10 and 3 when the gym is generally quiet!

I only go to this club in the mornings due to it easy to access but most mornings I do not have a good experience and feel it is not nearly as well run as Bel Air and Randburg the other clubs I visit frequently.

Hi, I am a member at the Virgin Active in Mount Edgecombe going on 4 years now. Recently, this gym has been having issues with the aircon working on & off. 2 or 3 machines are always out of order & they have taken on a lot more new members than what the gym can hold. It is always busy & with the aircons not working all the time it becomes exceptionally hard to train. It can be so bad that, once I almost fainted. When you ask the manager on duty when is the aircon going to be repaired, they say that they are working on it. It has actually become ridiculous. For the amount of money that I pay per month I expect to get my moneys worth but I am totally dissatisfied. In terms of the machines, there is at least 2 machines everyday that is out of order. Machines are old & need to be replaced!

In 2009 I visited my parents in vanderbijlpark (I have been living in randburg since 2001) I was called by a the virgin active consultant - leanne douglas and said a friend gave her my reference. I signed up for the open week during april in 2009 and for the last few years vcm collectors are claiming money from me for that contract. My current gym contract was even stopped at virgin active little falls due to that.

I am now going to the ombudsman and also laying a complaint at the ncr regarding this. I live in randburg, why on earth would I sign up for a 2 year contract in vanderbijl. Whatever I signed for was according to me the open week papers and I have been illegally signed up for a contract theat they cant even find. I would never drive 70km just to go and gym.

To whom it may concern

I have a complaint with the Lenasia Virgin Active (29/11/2016). I arrived at the club yesterday at 7:30pm and to my shock my car was broken into around 8pm. Usually there are two guards that patrol in the back area of the parking lot. But yesterday to my surprise they were off duty. The manager wasn't even aware of this. I understand the fact of park at your own risk, but atleast if you have two guards at the entrance of the gym, have one guard walking around. If my drivers window didn't break and create a noise, it was possible that my car would have been stolen.

As for the gym set up now, the weights section, it's so congested and us who use that section cant even do half the exercises we want to do. The previous set up was much better. Now members bump into each other constantly and you get that feeling which demotivates you to finish your workout. There's also no camera's set up in the parking area.

Please, I would personally appreciate it if a representative can be sent to assist with the above issues.

Kind Regards
Avesh