1 reviews | Active since Jul 2012
Extremely disappointing cancellation experience with Virgin Active
Extremely disappointing cancellation experience with Virgin Active
I have been a paying Virgin Active member and took out memberships for my wife and three children. At the end of July, I called Virgin Active specifically to cancel the memberships. The call was recorded, yet at no point was I clearly informed that individual members of my family would supposedly have to personally cancel memberships that I had originally arranged and paid for.
What followed was almost three weeks of repeated calls to members of my family, including my wife and children, attempting to get each of them to cancel individually. The calls became incredibly frustrating and unnecessary.
When I eventually called again to confirm that everything had been cancelled, I was told that some of my children’s memberships were still running. I was even told that my eldest son was supposedly liable for a month-to-month membership, despite the fact that I was the person who originally arranged and paid for the contract.
My frustration is not simply about the cancellation policy. It is about the way the situation was handled. If Virgin Active requires each individual family member to cancel separately, that should have been clearly explained to me during my original recorded cancellation call.
A customer should not have to make repeated calls, chase different departments and have their family contacted continuously simply to cancel memberships.
I expected much better communication and customer service from Virgin Active. The joining process is easy. Unfortunately, my experience of trying to leave has been unnecessarily complicated, frustrating and disappointing.
I hope Virgin Active reviews both the recording of my original call and the way family memberships are handled when the paying member requests cancellation.
My son is dyslexic, so clear communication is especially important. Instead, he was told that the gym would contact Head Office and arrange the cancellation on his behalf. As far as we were concerned, this was being dealt with.
That did not happen.
This was at the end of July, and the membership continued to run. My son is currently writing his final school exams and should not have had to deal with repeated calls and uncer*****y over a contract that I originally took out and paid for as his father.
I had to contact Virgin Active again today to make sure that the membership had finally been cancelled.
What should have been a simple cancellation has turned into weeks of unnecessary administration, repeated calls and poor communication. The most disappointing part is that both my son and I made reasonable efforts to resolve the matter, yet Virgin Active still failed to action what we were told would be done.
My son is dyslexic, so clear communication is especially important. Instead, he was told that the gym would contact Head Office and arrange the cancellation on his behalf. As far as we were concerned, this was being dealt with.
That did not happen.
This was at the end of July, and the membership continued to run. My son is currently writing his final school exams and should not have had to deal with repeated calls and uncer*****y over a contract that I originally took out and paid for as his father.
I had to contact Virgin Active again today to make sure that the membership had finally been cancelled.
What should have been a simple cancellation has turned into weeks of unnecessary administration, repeated calls and poor communication. The most disappointing part is that both my son and I made reasonable efforts to resolve the matter, yet Virgin Active still failed to action what we were told would be done.