Extremely Dissatisfied!

This has been a tough year for everyone, yet there is still a business out there who is super inconsiderate. My husband and I have been with Virgin active for many years now and have often forgiven their administrative errors and moved on, however during the covid lockdown, they advised they would be freezing everyone's account. Fantastic news considering we were not able to go. We are subsequently ready to return to the gym and have unfrozen our accounts, the only problem is while I seemed to owe a small portion for keeping my account frozen, my husband's account seemed to be completely wrong. We phoned the gym just to hear that they cancelled his contract and have handed him over. All of this during a time where the country is experiencing extreme economic strain, this is what Virgin Active go ahead and do without even talking to my husband first?! Nevermind the fact that the account total they said he owed was incorrect! If he wanted to return to the Gym they advised he must pay a joining fee again!

Met with rude customer service who are unable to assist with these matters doesn't help the problem at hand. I have just cancelled my contract and will not be recommending them to anyone.

I little leniency goes a long way, but Virgin Active are just not interested. I am very saddened that they can mess up so bad but not acknowledge it.

This is too bad but there are many other gyms out there looking for clients. Time to support one that cares.