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 - Most terrible service ever experienced

No resolution
Chantell
Chantell filed the complaint
5 July 2022
I really can't express my disappointment.

Till now no corrections have been made. No one at the offices wants to get this matter resolved.

I am extremely disappointed. Please share the CFO/CEO email address with me. I need to tell him about this disgusting service.

Even from Tasrique empty promises are constantly going to give me feedback.
No feedback, no service, no answers, no comments.

Please treat this as a matter of urgency.


This was my email after I complained telephonically 1 day before:
I was in arrears with Virgin active for some time as I lost my job and thankfully got a new job and wanted to rejoin Virgin active and pay my account.
I enquired from head office and they gave my account to a consultant first time they said I can pay 50% of my husbands account and 70% of my account .
I then asked if I can pay 50% of my account and 50% of my husbands account.
I then received a voice not from the consultant that head office said my arrears has been written off and that I just need to pay R2400 towards the account. I immediately paid it . And my membership was signed and done I took my gym card and went to gym all was 100% only to receive a call 2 days after to state head office made a mistake and I need to pay R1500 towards my account as it was not written off? I then said oky I will pay the money as any human can make a mistake.
Then Head office said no I must pay immediately or they will cancel my contract. I explained I actually have to pay nothing if they want to be funny. I phoned head office and Ronelle said it is fine I can pay on the 25th of July and then an hour after that phoned again to say that the regional manager says no.
But she just said its fine earlier that day. I went to gym this morning and the smoothies are not activated because of the membership is not activated.
I am so disgusted with the service from Head office. You give the consultants from the club the wrong information and then I was willing to really accommodate you with the R1500 and say I will pay it but at this stage we can go legal if you require?
As I was told all is written off and I was given a membership based on this you can not take it away as the regional manager is not even aware of what happened? Can you see how incompetent the system is :
1st you say my arrears is written off and then you say pay
2ndly I arrange to pay based on your mistake on the 25th Of July then you say oky
only to phone me back a while after that and say NO.
I will give you and hour to activate my membership. This is not bad service, this is disgusting service. Please tell your regional manager to get facts before answering no because he has but Virgin active in a bad light along with incompetent team.
Incident date: 30 June 2022
This complaint has been considered as not resolved.
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