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Fraudulent direct debits and scamming sales staff! Avoid at all costs!!
The business could not meet the terms of the contract due to the pandemic but then try to charge you a $300 termination fee in breach of the contract terms of free cancellation if the gym closes for more than 30 consecutive days. Then they charged an additional $73 without authorisation and refused to refund the money. Reporting to consumer affairs and encourage everyone else to do the same.
- Verified customer
Weights room has two racks for lifting, Virgin PT's would frequently have them "reserved" while training their clients elsewhere in the room , alternating between using them or not.
Made it very hard to get access.
Yoga sessions felt very commercial.
I had originally signed up for a three month membership as I knew I was moving away after three months, i'd disclosed that to the Sales rep.
When that period finished, my membership rolled onto a more expensive one that meant I was having $100 debited from my account a fortnight.
I had forgotten...
Do not go to St Leonards
The gym has been great until recently when I called to cancel my membership. They insisted that I needed to go into the gym to fill out the "breakup form", however, I have told them that my mum has been to one of the locations mentioned on the news this morning to monitor your symptoms. They still insisted that I need to go into the gym to "sign" the document. No flexibility was given as they said that you need to have a special circumstance to be able to do this via email e.g. if you are overseas and cannot physically go into the gym.
They do not care about the safety and well being of their members.
Extortion at its best
Membership fees are quite expensive which is substantiated partially by the great facilities.
Their payment terms are awful, putting memberships on hold are painful and hard.
I prepaid for PT sessions and they have kept the money with no refund or offer of providing them. I recommend d unless you’re up for a big bill and no flexibility that you look for another gym.
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.
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 [Name Removed] (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 [Name Removed] 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 [Name Removed] had left for me. Suddenly the Club Manager '[Name Removed]' 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 [Name Removed]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 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...
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.
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.
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!!!
- Verified customer
Waste of time and money
I joined specifically to go to classes, as advised on my initial tour of the club. There are never any spots in any of the classes I am able to attend, I complained about this multiple times to the staff there and was always assured more classes were coming - they didn't. I went to cancel and was advised I have to pay the cancellation fee as well as another direct debit. They advised they are too big to cater for individual members needs, but not big enough to waive fee's when they did not hold up their end of the contract. If you want to actually be helped on your fitness journey, and not just be another face in the crowd, this is definitely not the gym for you.
Worst customer service ever!
So I went to look at the gym today in my corporate clothes before deciding whether to join or not and I was told to wait for a minute and someone would come and show me around. So after waiting 15 minutes and counting at least 8 staff who walked right past me or stopped to have a chat or a coffee, I decided to leave. The staff there didn't even try and stop me, they wished me farewell! Thanks [name removed] and friend for your awesome customer service #kidding in Collins St. today, you saved me a lot of money!
Con artist !
My daughter is a member and there was a special on if she signed up a friend she would get two weeks free and the friend would get $50 off the membership, in the terms and conditions it states that you have three months to sign up after your visit so we went there today after 3 weeks and they said oh no that ended on the 10th of April, we are 7 days to late even though the special started on the first of March, this does not make sense, were is the 3 months it should have finished on the first of June,they were so rude and not interested in any compromise, so we left without signing up, if this is what they are like before you sign up Imagine what they are like once you are locked in.
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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