Virgin Active
Virgin Active
Brand's performance
8.0
/100
Unsatisfactory
Unsatisfactory
Satisfaction Index over the past 12 months.
Response Rate
0%
Average Response Time
0%
Solution Rate
0%
Average Ratings
20%
Customer Retention Rate
50%
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Virgin Active - Terrible etiquette from a personal trainer

No resolution
Tylah Lambert
Tylah Lambert filed the complaint
4 May 2021
Good day

I am not sure if this is the right platform for a complaint, if not, could you kindly forward my email to the correct party.

I received terrible etiquette at the gym this morning from a personal trainer. I have never had anything like this happen to me previously so I in no way believe it is “Virgin Active Staff Etiquette” but clearly this personal trainer thought she was more entitled than I was to be at the gym or to use it’s equipment.

This morning I was training legs and I had spent my entire session working around the leg press machine, waiting for it to become available. When I got the chance, I put my towel down by the machine, turned my back for 10 seconds to put my dumbbells away politely and as I turned back, this trainer rudely ignored the fact that I had put my things down (she was training her client on the side of the machine doing step ups on a bench, so she definitely saw me and understood the intention) at the machine with all purpose to use it. She literally watched me put my stuff down in front of her. She rudely just started putting weights onto the leg press machine for her client. When I asked what she was doing, she confidently informed me that no, she’s going to use it. So I could not.

I understand that trainers have a certain amount of time with their clients however, I have a job and have limited time in the gym as well. Everyone wants to train.

Never in my life have I heard of such etiquette happening to anyone else and it has definitely never happen to me before.

I really am disgusted with the attitude and behaviour and I will be avoiding Kyalami Virgin Active from now on because of this.

Regards
Incident date: 4 May 2021
This complaint has been considered as not resolved.
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