Virgin Active South Africa
Reviews and Complaints

I have been a virgin active account holder for a couple of years already.

I contacted Virgin Active in June 2009 to cancel my membership. I was advised to confirm closer to the end of the month to verify cancellation, only to be told that I need to also fax cancellation letter. This was a fair request. So I did as requested on the 2nd of July. (I was told if the fax comes through before 5 it will be stopped for the July month.)

I again contacted them in august only to be told if i fax through a cancellation letter the membership will be stopped at the end of August.

I have now paid an extra three months fees, as i cannot cancel my membership. I need this fixed as soon as possible. I also would like the extra fees paid back into my account.

On the 1 August 2009, I noticed on my bank statement that Virgin Active had debited my account with R150. That was not meant to happen as I had frozen my gym membership.

I had contacted Buella on 5 August explaining my query to her. She first told me to fax her a copy of my bank statement, which I find really silly as they would have a record of the R150 being credited to their account. I did so none the less. A week later I had still not heard from her and when I called her again she claims not receiving the copy. During my countless correspondence with Buella she had confirmed with me that some members accounts had been debited erroneously. She also told me to check my bank account after the 10 September to see if the R150 had been credited to my bank account again to reverse the error. I am now doing her work. Again, I faxed her on the 22 AND 23 September 2009. I had to fax her twice as she again claimed that she had not received any faxes.

When I called her today for the umteenth time, she said she would call me back after 2pm it is now past 5pm. I am now really frustrated with her unprofessional. It does not take this long to sort out a query.

I filled a report on the 01.09.09, they said that they are very sorry about the fault from there side and that they will refund me, Then they phone me and tell me that i must go and check my bank statments when they deducted the money and bring it to them and then only will they refund me. How dont they dont know when they stole my money?

Joined Virgin Active, Diamond Membership, was told this was the best for me and i would tied in for 12 months, was never told had to cancel by 17th of the month before the end of my year or i would have to pay for another 12 months. After 16 months my circumstances changed, could no longer afford the fees, cancelled on-line, another payment was taken. Phoned them and was told i had to cancel in writing, no one told me i had to pay for nearly another year. Delivered cancellation letter by hand, they took another payment following month, i thought my cancellation had not caught up with them so cancelled my DD, received letter from Virgin Active saying my DD was cancelled, still no explanation of what my membership entailed. just thought my cancellation will be put on system soon. started getting letters from debt collectors, wrote letter OCT 09 to virgin active & debt collectors stating i had cancelled, eventually got letter from debt agency explaining membership in December. They now want me to pay for another 8 months although it is too late for me to use gym now, i cannot afford to pay which is why i cancelled in first place, wrote to Virgin yet again as still had no correspondance from them, they wrote back sa ying tough, the only way to stop debt collectors is to pay up. has anyone been able to make them see sense, if its impossible for someone to pay they should not be forced to continue paying for a service they dont use.

I took out a Membership earlier in year went for a trial decided not for me within the 7 day cooling period i sent a cancellation letter to Head Office thinking that was that.
The Head Office called 2 months later to say no payments I advised I had cancelled in writing they say no letter received and I owed £600 for Years membership for something I had one hour trial with and cancelled!
Since then I have had debt agencies hounding me and calls and visits from debt recovery!
Is this how Richard Branson expected his Customers to be treated? I doubt it very much.
Meanwhile I have now been that stressed with it as in this period I have had miscarriage break down and this to deal with too, so I have now sent a letter to Richard Branson which may be read by him or not but last resort to get these people to leave me alone...PLEASE!

I have been a member of Virgin Active for years before changing my membership to a diamond membership when I realised I was paying considerably more than some friends were. I am a trained lawyer and I was simply told that there was a 12 month contract but that it was a rolling contract so that it would carry on after the initial 12 months.I was not told that I would be locked in for another 12 months. While in my 2nd year I enquired about changing my membership to off peak and was told by reception I would have to wait until August before I could change it. I contacted them today (October) and have been told I will have to wait until next August before I can change. I spoke with the New Zealand girl there and quite frankly had the most enormous row with her. I explained that I was never told what a rolling contract was, my understanding is that it was a 12 month tie in and then it went on a month by month basis. Secondly when I enquired about the change I was told I would have to wait to August why wasnt I told that I would have to come in and ensure it was done in August failing which the contract renewed for another 12 months. On two occassions they therfore failed to explain the contract to me. I suggested they look at the training of their staff on this point (on all other points they are excellent) but she flatly refused to see that there had been any f ault on their part. Quite frankly this stinks of an unfair contract and mis selling and I m surprised that no one seems to have posted that they have succeeded in their argument. It was an argument over £120 and as a family we have spent over £7000 over the years I was more than surprised at the lack of movement on their part, they obviously dont seem to mind losing customers or is it that they know that their customers have to diarise the aniversary of the membership and then within a 17 day period cancell it and that most people are either too busy or disorganised to do this and so they have got you for another 12 months .I hate the way they are so secretive about their membership fees in general, they definetely push the diamond membership at you as the best one for you, but really it is the same thing as a 12 month fixed but with a hidden tie in and Im sure they dont even tell you what the price differential is just that the diamond is cheaper and that the price is fixed for life (although if you look in the small print thats not true either it goes up if inflation above 5% or changes in vat).I am going to look into this futher and will be grateful if anyone can let me know whather they have succeeded.

I joined virgin just after having a baby late 2007. Which after a few weeks of realising i'm unable to attend gym because of the work i do and the little time i had to spare for gym, i requested termination of my membership to the branch manager. He informed me that i should contact the head office to request assistance. During 2008 I called virgin head office to try and get assistance and i was told i have a 24month contract which i cannot terminate. I requested them to adjust the member who will be using the gym to my husband, because he had time to go to the gym but they still refused. I laid back for a while and with some fortune in September 2008 I got appointed for a job in Tzaneen, 369Km's from Pretoria where i initially resided. I consulted virgin to help me terminate the contract because there's no virgin gym in the area i cannot pay for a non-service. The consultant Ashley Jacobs told me he can only work out a settlement qoute which i'd need to settle to cancell the membership. I informed him that i'm not at a position of making any financial commitments because of the financial constraints im in. I even eluded the fact that since i joined virgin i've only visited their facilities once. During the period of September 2008 and now October 2009 i've requested virgin to stop the monthly deductions of R205.00 they take because there is no Virgin gym in the area i'm in and it is rather a robbing game that they are playing, because i even gave them proof that i'd me working in tzaneen. So for 12 months i've paid virgin R2460.00 excluding transaction charges for NOTHING. I recently sent an email to Mr. Ashley Jacobs to inform him of my history with their service and surprising they still went on to debit my account on the 15th September and 01 October 2009, even after i made communication with them. I really need your help because having to travel home every second weekend is trully costing me, my living expenses are high because of the distance i am from my family, and any fruitless expenditure makes no sence at all to me and my family. Please help.

I joined the Virgin Active at Waterstone Village on 29th June 2009. I paid R100 joining fee in cash.
During that time the gym was still in it's building progress and was supposed to be finished for use on the 8th of July. Thus I was ensure that there would be a partial payment of my monthly R379 debited of my account. Even though I joined for July only and was only going to be able to start making use of the facilities on 8th July, the debit of the full amount of R379 went off my account on 30th June. Additionally another R285.45 was taken from my account. In this case as there was not enough money available in the account the debit order bounced back which caused my bank account to be debited with R105 unpaid item fee by FNB. I immediately cancelled my membership within the 5 day cancellation period. It was promised that I will receive all my money back including the R105 which was charge by the bank for unpaid item fee. The membership was cancelled on 6th July. Today is the 13th of July and I still haven't got my money back. Now my account is overdraft and I had to pay another R40 to FNB for that.
The manager Mal (malcolm.[protected]@virginactive.co.za) made empty promises that I would have my money back in the next couple of days.
This eveing I will go to the club and demand my money back in cash. I will post the follow up.

On wednesday (11march 2008), I asked virgin to fax me a copy of the timetable for a studio class. I attended the step 1 beginner class only for the instructor to deal personally only with his regulars as it was a intermediate class. Six of us walked out and I complained by lee anne on duty and she said it would be sorted out. To date I have not heard a word from anyone. I had a caesar with my last baby and cannot for health reasons do a heavy class. What now... I pay my membership and get this pathetic service.

hi:

After my membership was cancelled I was still charged £37.95 TWICE EVERY MONTH! Having been to the wood green branch in person, I was told to wait for the call from James who was responsible for my membership. I never hear from him. I called for several times but I was prevented from talking to him for various excuses.

Is this the service you promised to you customer ?

Looking forward to hearing from you!

Altaira Gao

Hi
I signed up a 2 year contract with Virgin Active and to be honest Im not sure for how long I went due to transport problems.So close to the end of that year(last year-2007) I sent them my letter to cancel the contract and explained why I cant
continue with it.So after I sent the letter I heard nothing from them-no letters-nothing.Now practically a year later I get a letter from the lawyers saying i owe VIRGIN ACTIVE money.

I think it's ### that nothing gets conirmed and I'm sure that they didn't even bother with the letter.My dad had problems cancelling his contract aswell.

I joined VirginActive in NOv 07. Paid the monthly fee plus joining fee (£90) staff were so busy they didn't have time to give me an induction to the equipment. Within 3 days of using the gym I injured my knee severely. I informed the gym straight away and sent a letter that stated I would be unable to use the gym until further notice. I also sent in proof of my hospital letters etc. I was told to pay a £10 freezing fee, which I paid.

So in Jan 08 they took out the whole monthly amount of £50! I attempted to speak to a manager on 4 occassions and was promised call backs that never happened. Over Email I threatened a solicitor, then I received a call back. I was told that I had to pay a £10 freeze monthly or they would charge me the full membership fee - on small problem... No one told me that, and it doesn't state that in the terms and conditions! How was I to know!

To cut a long and frustrating story short, it took 3 months to get a response from VirginActive, every time I called I was dealt with by a seperate person and then finally I had a letter stating that I needed to pay a buy-out fee of £225. No refund for Jan and I had 10 days to pay the fee or I would be handed over to a debt agency! Bullying or what! Hilarious when they never gave me any respect with response times at all.

Don't use this gym. Customer service is rubbish and its a rip off. They didn't give a monkeys of the impact on my life when undergoing surgery over Christmas and my work life and social life messed up.

Awful awful experience and a pricey one too.

We recently joined the club for the purpose of that we are wrestlers and need the extra training during the december holidays. My argument sake I s that the salesperson is very quickly to sell to you a contract without explaining the neccessary information that you need to know.

I have an 8 year old boy, that is also a wrestler. The night when we joined the salesperson told me for an extre fee of r75.00 you can join your son as well to come and exercise. Which we did and only to find out that he is only allowed on a certain equipment (in fact only 2...) for heaven sake that is not enough for him to train on.

Then you get personel at this specific gym that don't have the skill to speak to you as the customer who is paying his salary. I didn't take his name down for he didn't even weared his name badge. He literally sweared and raised his voice to my father who was at that stage on supervision over my child. I mean how can any company employ a person that can't handle any situation profesionally. And do you know what damage this did to my child..

I am horrified about the service