This idiotic gym threw out my newly drycleaned expensive coats amounting to $800 despite the fact that I rang them and told them to hold on to it. They just couldn't be bothered to do one simple customer service and hold on to it till I collect it!!
I've joined Virgin Active 4 times - 3 at Pitt St & 1 at Bligh St. The staffs are horrible!!!! I cancelled my membership at the first time, because someone split on me when I was swimming at the next lane. I talked to one of the staffs, and was told that he had the right to do that so there was nothing he can help. It was my own reason to cancel the second time. The third time, I booked 3 PT sessions when I joined. I have booked with the PT for 4 TIMES and she cancelled 4 times on the scheduled day!!! I didnt say anything at the beginning as I t...hought everyone has an emergency. I didn't even know the PT's face in the end as I never got a chance to meet her. I changed my job later on, and current office is close to their Bligh St club. This is a premium club (more expensive than the normal ones), I pay $60 a week. Before I joined, I was told that I can use any club. That is one of the reasons I joined as I really like their antigravity yoga class at Moore Park. However after I signed up the contract. I couldnt even find that class. When I message the sales person who I signed the contract with, he told me to call the club myself. And I read the review online, then realised that the whole class has been terminated more than 1 year ago. I felt that I was fraud. Today, I supposed to have the complimentary session with a trainer at lunch time, but I just received a message in the morning from her that she can't make it, with no reason and no apologies. I was really really disappointed. I pay the high price for a quality service, but my feeling is that once you sign up the contract, they don't care about you anymore. Most importantly, they don't respect their customers. Even though I had bad experiences every time, but I re-join becoz they have a varity of classes that you can choose. However I will NEVER NEVER come back again doesn't matter how good the classes are and how cool the club is, becoz their staff are the worst rubbish ever. You dont need to care, but you have to respect ppl. I believe it's not a random case as I had bad experience every single time!!! I wouldn't event give 1 star however the system wouldn't allow me. Definitely don't recommend it to anyone - you are spending money to be frustrated.
Don't commit if you are not ready for it!
My view on Virgin Active membership is not to commit for an annual program if you are not sure of continuing it:
1. Cancellation costs - $300
2. Non transferable (not even to the family members)
3. If you have paid for PT prior and are unable to continue your membership, your PT payment is not adjusted towards the cancellations fees as PT sessions are treated separately.
4. You always pay in advance, so make sure to cancel before the fortnightly payment gets deducted.
They Gym and facilities are good, I am not complaining about that, it's th...e costs and fees that are putting us off and the non transferable and no adjustments made is a pain. As customers we expect them to be accommodating the charges if we have already paid for something and not using it.
Virgin active looks good..but lacks aplenty
I just feel that any staff member who is forceful and controlling when it comes time to terminate or freeze memberships should be marched out the door..do these managers know that it’s one of Richard Branson’s many ventures ? He is virgin and he sure as hell wouldn’t want to pinch a few extra measly dollars out of us regular joe’s and joanne’s. It makes me sick that a fitness staff member or manager thinks they can be rude, not communicate on the phone or email properly or professionally, or not allow people to take home and read forms..sounds ...like these members of staff need a reality check & need to understand that they are supposed to be there to genuinely help people with their fitness journies not just make money for Old mate Richie B..comical. Also I’ve applied for 5 jobs at virgin active gym over the past 3 years all with cover letters attached and resumes, and never once have I gotten a reply or acknowledgement about the application(s) full stop. I’m fully qualified all fitness reg and insurances plus group fitness les mills rpm and sprint qualified.geez they must have some absolute superstars working at these virgin active gyms. Mr. Branson if you read this I hope you’re a little bit peeved at the majority of your “professional” staff...maybe some more traditional basic fundamental company values need to be applied to make these gyms more of a staple in this super competitive field of work.
Virgin Active Poor Customer Service
I would not recommend this organisation to anyone. My son joined and then changed his mind only a day after the cooling off period had ended. I offer to take it over as I wanted to join and they would not allow it. So they have continued to steal my money for almost a year. My credit card was stolen and the last couple of payments before the year is up were not paid and they are now chasing me for the money. I could have taken over the membership and would have continued to renew it each year probably for years. They would have been making plenty of money from me. I wonder how may other people have been treated this way. I would never recommend them to anyone and intend to provide negative feedback at every opportunity.
- Verified customer
Hotel California - ....you can check-in anytime you like but you can never leave.....
I sent an email to my Frenches Forest Virgin Active Relationship Consultant to let her know that I was terminating my contract. I got told (by email) that I had to come into the club. Rang and left 3 messages for my Relationship Consultant to ring me back (no phone calls returned). Telephoned the Club to ask reception to terminate my membership and told that I had to complete a "Break Up Form" personally at the Club. I then asked reception to send me the Form please - they refused to email me the Form and told me that I had to come into the Cl...ub. The receptionist hung up on me. I rang back and spoke to Josh (Duty Manager) who also refused to send me the Form. I eventually negotiated with him that he would leave the "Break Up Form" at reception for me to pick up. I then drove to Club and asked the same receptionist that had hung up on me, for the Form that Josh was supposed to leave for me to collect - the receptionist refused to give me the Form but seemed to know all about it and radioed for someone to come to reception, this was even though I said that I was just there to pick up the Form that Josh had left for me. Suddenly the Club Manager 'John' appears (he knows all about it ) and refuses to give me the Form. He insisted that I had to sign the Form in front of him and that he would be writing all the feedback and comments. I would only be allowed to sign it. I insisted that I wanted to take it home to read and complete it myself - which he refused. he told me it had been through the Virgin Active legal team and that I had nothing to worry about. Finally I got the blank Form (had to pick it up off the reception desk and was chased to the lift by John while trying to leave - he was trying to get it back off me). I completed the Form at home with my feedback and emailed it to the Club. What I observed are poor business practices from Virgin Active (they insist that they do this because it is their policy and part of their T&Cs - which I have read and this obstructive behaviour is certainly not part of either). I have attached a copy of the blank 'Break Up Form' in case anyone has the same problem that I did getting hold of one. I was so upset at what happened and I wouldn't wish it on anyone.
- Verified customer
It's pretty good, but a bit pricey
I've been to Virgin Active Norwest for over 6 months now and enjoy it. I live and work pretty close to this place, so it is personally convenient for me. However, I did hear from lots of fellow gym goers regarding the lack parking here. Some of the classes are packed and it's hard to get decent room to move sometimes. I still enjoy the services provided here, but I do wish it would have been a bit more affordable.
- Verified customer
It's a trap!
The gym itself is nice enough and the upstairs has a nice lookout over Chatswood. BUT the gym seems more focused on money than its clients. First of all it is ridiculously expensive, you get roped into a 1 year contract of paying full price ($$$) and the money is taken from your account on their fortnightly basis which means you may want your holidays to coincide with their billing period or you will be paying for a week your not there or won't be able to go to the gym for a week.
The thing that makes me most annoyed though is that I had a li...
Best gym ever!
I've never been a fan of gyms, but I really like Virgin Active.
If you want a gym where everyone knows you by name, this probably isn't for you. If you want variety, they have everything from boxing, pilates reformer, yoga, barre and Les Mills and they are always coming out with new classes. Some gyms cost way more than you pay at Virgin, but with a lot less variety.
This is my third time back over the years due to moving locations for work. I'd love to give 4.5 stars, but only due to the lack of locations.
I have and always will highly recommend Virgin Active.
Poor encounter with staff
Have been a member for over a year and mostly just work out on my own. Prior to today would have easily rated the gym 5 stars but ran into a very unhelpful staff member today which was very disappointing. Seemed like she was trying her best to make my life as difficult as possible.
I am a member currently and attend a few classes each week. The gym itself and classes are good. But it has definitely gone down hill . I have been a member for about 4 years and the rising costs in membership are absolutely ridiculous. The gym is no longer clean and there is no new exciting equipment. It’s the same as it was when it first opened. The increasing costs are not justified.
I went to sign up a new person as was told 3 month casual is now $44 week!!!! Lol - no thanks. Not worth that amount at all. Not to mention the sales manager ...
I have been to about 30 gyms over the past 30 years, and think Virgin Active is the best. I have signed up as a casual, which is a little more expensive but I like the flexibility. I am 50 and due to an illness last year, I am now overweight and out of shape. The gym caters for ALL ages and levels of fitness, and if you are older and unfit like me, you will fit in without embarrassment. I use to be a member of Fitness First and always felt embarrassed there, as it was full of posturing young men (the staff) trying to pick up slim clientele. As ...a result, I could never get proper help in using the equipment and I felt uncomfortable in my daggy workout gear. This does not even cross my radar at Virgin and I feel totally at ease there. The staff are very friendly, cheerful and helpful. Even when it is super busy, it never feels overcrowded, as so many classes to choose from. The spa, sauna and plunge pool are very refreshing and relaxing after a stressful day at work.
Cheap revenue raising tactics
Virgin Active appears more interested in sucking as much money out of people as possible rather than improving the experience. I recently cancelled my membership less than 24 hours after their cut off'. This resulted in another entire fortnight being charged to me (despite the fact I haven't been able to come in ~6 months due to the changes in their booking system) and then they've continued to attempt charges, quoting that their contracts specify they can continue debiting even after someone has cancelled the membership. What is the point of t...he cancellation form I wonder? Let alone the fact that you have to physically come into the gym to cancel. The cancellation was prompted by changes to the booking system that affected my ability to a) get into a class and b) be late or not able to make a class. When I advised the team at reception of my troubles in being able to book in because classes were always full I was told "You just have to turn up and wait to see if someone that booked doesn't show up". Sorry what about the rest of the world required to be at work on time? You can't expect people to pay $33/week to wait outside classes 'in case' they get a spot. Managerial interpersonal skills are incredibly lacking. What a disgusting customer experience. The team conducts business in a way geared towards cheap revenue raising schemes rather than attempting to improve customer experience. How these processes are justified is beyond me.
Virgin Active Moore Park appears more concerned in increasing its membership instead of maintaining happy members. The lockers are a disgrace.....many are broken and they had the doors removed but these have now been replaced without being fixed....what message does that send to the members who pay for "world class facilities" (Virgin Active's words) whilst providing "third world facilities". And on top of this they have increased the fees....surely justification of the fee increase should be providing facilities in working condition.
Been a member at Virgin Active Norwest since it first opened. The constant is the prices keep going up. The equipment and the cleanliness going down. Every year the prices increase. 25 % of the equipment is broken and does not get repaired or replaced. The cleanliness of the place is terrible. The floor staff are now non existent compared to 6 years ago. This company is not about members but is all about profits. They don't care.
- Verified customer
Good facilities not good customer care
I am happy with the environment and facilities at Moorepark virginactive but after a week exercising I injured my back in a way that even couldn't walk. When I wanted to ask to freeze my membership for the period I was under medical treatment, they told me was not possible and reminded me terms and conditions. So you should predict your injuries and sicknesses before Sunday otherwise you are not able to freeze your membership for the incoming weeks after that and you should pay for it.
- Verified customer
Good gym but no locker for recharge phone
I used to have membership with Fitness First, now I switched to Virgin because they have variety of Pilates class. However, they don’t have locker for recharging phone while I am attending the class. Also, they don’t help to keep my phone for recharging at reception while Fitness First does. It’s a good gym but it’s not worth for paying 35/week. I’m not happy about lack of modern locker in Virgin. Like small thing make me happy.
Don’t care about personal situations!!!
Reasonably new member to Norwest offer of classes is great but I work and occasionally I can not get a chance to cancel ... nobody cares there are no exceptions to rules virgin is simply out to make money ... nobody ever explained strike procedure figured that out by myself and no one really has time to discuss or make a resolution I have given up unfortunately I have signed up for 12 months don’t make the same mistake!!!
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Questions & Answers
Does Virgin Active in East Village Zetland participate in the fitness passport ( for NSW Health)?
Hi - I have had to temporarily relocate at short notice and need to cancel my membership - but was told I have to do it in person which is not possible (not without the cost of an airfare added to the mix) - any ideas ?
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