Virgin Active
Virgin Active
Brand's performance
13.4
/100
Unsatisfactory
Unsatisfactory
Satisfaction Index over the past 12 months.
Response Rate
6.8%
Average Response Time
1.6%
Solution Rate
6.8%
Average Ratings
34%
Customer Retention Rate
40%
Category ranking
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Virgin Active - Laco of communication

No resolution
Elodie Lawrenz
Elodie Lawrenz filed the complaint
4 January 2023
We have had a few problems where the management has not communicated changes to the classes etc where the instructor has pitched up for the class as well as the members only to be told the class has been cancelled.
I approached the group instructor yesterday regarding just moving our Friday class from 5.15pm to 10.15am just for this Friday since most of the members are still on leave. We all agreed and I then approached the group Instructor Manager. He said he would check and get back to me. Today I went into the gym an asked him again and he said he would check (clearly he had no yet checked), I then said when I leave the gym I will come back and check with him. When I left I was told he was in a meeting so I left my name and number and explained why I wanted to talk to him and was assured he would call me back. I have yet to receive a call back from him.
Very poor communication to members from Bluff Virgin Active!
Incident date: 4 January 2023
This complaint has been considered as not resolved.
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