Horrible service Cresta Branch

My son opened up a Virgin Active membership 15 January with the Cresta branch , they were running a special where you get 2 months free when you sign up. He paid the card fee of R100 got the card and was told he had to pay the 1 months fee in order to get the next two month free which he agreed. He also confirmed all this with numerous watsup messages to the sale lady Gugu at the cresta branch. On the messages he confirmed the 1st debit order payment would be debited on the 15 February as he joined on the 15 January and she confirm this in writing that this was correct.

The next thing we have an unpaid debit order on the 1st February (which I now need to pay FNB for) just 2 weeks later . We go into the gym speak to Gugu and she advises a few people where debited and she’s not sure why the system did debit them on the 1st however all was well. The debit order will go off later which it did and the next 2 months will still be free as per the contact signed. To our surprise again in March they debited him , we called and messaged Gugu she advised she would sorted it out not to worry, we follow up for the next to days re-refund or what going no she advised she will come back to us., which she did not . She just ignored us no response to messages at all.

Finally I get so irritated I call the gym Refilwe answer the call as soon as I ask to get a managers name and number the call gets cuts off. I call back 3 times and the calls gets cut. I then call from another number she answers as soon as she hears it’s me and I ask Refilwe why are you cutting my calls she says there is a problem with the lines and cuts the call again, so I have to get into my car again and go into the gym. I ask at the door for Lizelle as I found out the managers name she’s not in , so I ask to speak to who is in charge when she way they call Agnes.

She comes out to see we explain the problem she looks totally disinterested and takes his card and goes to the back. Finally comes out with Gugu to say that because the debit order bounced on the 1st we don’t qualify for the 2 months and there nothing she can do. So we advise we have it in writing that she said the 15th and not the 1st. The realize they have no leg to stand on so they disappear again leaving us waiting in a room. Finally another very rude lady comes out she’s the CA/PA not sure didn’t even get her name. We then go through the whole story again just for her to say there is nothing she can do, she finally takes my son to the front desk computer to show him his account and he shows her his messages she just stands there. I tell the lady if you cannot honor the contract them please cancel it we go somewhere else as it a breach of contract , she then very quickly says theirs cancellation fees. I said you are joking right you cannot stand by your side of it but you wan to charge me really !! What a nerve

I then finally have to call the Virgin head office number to get so assistance as none was going to help at Cresta it was clear. I go through to all with him extremely helpful and he says they have to fix it and asks to speak to the lady, he tells her to sort it out she completely unhappy now puts the phone down and says she will speak to the manager so sorted it out, before I leave I say please tell the manager (Lizelle) to call me I leave my number and guess what no call back.

We leave the gym an hour lady the same very rude lady calls my son saying they can only do 1 month free and nothing else it’s his fault she was extremely hostile and rude and finally cuts the call in the middle of the conversation , if that is your customer service agent at Cresta you have a great problem.

I have been a member of Virgin Active Constantia Kloof Roodepoort for a long long time and I have always had exceptional service with no issues , I have never had such horrible service Cresta branch you have a serious problem with service. Very disgruntled will never ever advise anyone to join the Virgin Active Cresta branch gym unless you want to taken for a ride ,even if they have been caught out they will not fix the problem .