Horrific Service at Virgin Active on Malibongwe

I recently signed my son up at Virgin Active on Malibongwe. The consultant that signed him up was, a lady by the name of Ongami. This process was smooth with no hiccups. Ongami is bright, lively, *****y,full of energy , kind , well mannered and just wonderful. Thank you Ongami for the awesome service.

However, there was no personal trainer available at the time of sign up , as we needed to do the fitness&health assessment. I was than advised I could come the following day with my son to do the assessment and have a chat with the personal trainer.

The personal trainer was than able to see us the next day. On arrival at the gym I am told that I cannot enter the gym with son, who is 15 years of age. I than explained the receptionist that we were supposed to do the assessment yesterday but there was no availability that is why we are here today. She than refused to let me in, insisting that this is their policy, I have to sign up to be a member. I than asked to speak to the manager, she came and also continued to say the same thing. After minutes of debating, I expressed that my son needs to do the assessment, I need to communicate with the trainer as this is done. I am not going to use any of the facilities, I have my mask on and my temperature is normal.

The manager than asked me to sign a book stating that I approve that my son can come to the gym. This has absolutely nothing to do with the assessment. I than turned back a page on the book and showed them that I had signed that document yesterday.

This is now 30 minutes into the scheduled time with the trainer. After much debate and frustration, they allowed me in and I was only able to talk to the trainer for 15 minutes, without having the assessment done, which was then scheduled for another time.

So on arrival for the third time, they refused to let me in again to have a chat with the trainer. I even explained that I would wait on the seats in the reception area and wait for the tainer to come back and chat with me, they refused they said I must wait outside of the building.

So I would really like to know from Virgin Active on Malibongwe, what terrible service is this!

It is one thing that you have rules etc, I understand and am all for it, however talk to me decently like im human, don't treat me different because I do not have a male figure by my side and I am a single mom and need to be there to do things for my son ALONE. They made such a scene at the reception, everyone that walked in looked at my son and I like we stole something or broke the law. This was extremely embarrassing. I was shouted at like a small child. All they could have said was, 'Sorry for the inconvenience,however this is our policy, we understand the situation now that you have explained it to us and you may enter with your son. Your attire today definitely indicates to us that you would not be able to use our facilities. Please note that this is an exception for the initial assessment but would not be able to allow you inside the facility in the future, without you having a membership.' How simple is that, it would not have cost any of the two(the receptionist and manager) anything.

What kind of training is given to staff of Virgin Active to have a hierarchy of a manageress position and they still do not know how to talk to people..

Im a single mom, My son is 15years old, I came to sign him up to the gym, there was no trainer on day 1 to do the assessment(NOT OUR FAULT). Day 2 our time scheduled with the trainer was taken up and could only speak to him for 15 minutes(NOT OUR FAULT AGAIN). Day 3, I was once again not allowed to go in with my 15year old for the assessment and have a face to face feedback with the trainer(NOT OUR FAULT AGAIN).

Petrol is not cheap and riding up and down is costly!

I was going to sign myself up but if this is the treatment, I'm thinking of cancelling my sons contract a swell.

The manager name is Sibo The receptionist namis Thuli

just not acceptable.