NEW GYM DON'T MAKE A GREAT CUSTOMER EXPERIENCE

<p>Last November(2016), I called the Virgin Active branch (Rosebank, Johannesburg) closest to me and asked for a gym membership and pricing. An employee named Njabulo responded. I requested for a package <br />that would enable me work out at a single branch and pay in advance for a year. He said this was possible. We reached a price of R2,500.</p> <p> </p> <p>On November 25, 2016, I made the payment of R2,500 to him in the Virgin Active branch in Rosebank. He got my passport copy and activated my membership. I received an email confirming my <br />membership and a gym access card.</p> <p> <br />He confirmed everything was fine. Apparently, their employees have a nomination and he had given me his. I was able to work out for some weeks in December. However, a particular day in December, <br />when my card was swiped, one of the employees stated it read "Membership expired. I was denied access. I was then wondering if the gym membership was genuine or if it was a system error. I called <br />the gym later the next day to explain the issue. One employee responded on the phone and informed me it was a minor issue. It was that my ID copy needed to be submitted.<br /><br /></p> <p>I came in January, 2017 and re-submitted it to another employee, Michelle. She told me your branch admin was yet to resume and would upload onto the system as soon as they resumed.</p> <p><br />Since then every time the card was swiped at the gym reception, it read the same "Membership expired" message. I have orally explained to each gym staffer that I had submitted ID copies and was <br />waiting on admin to upload them. On Thursday, January 19, 2017, I even implored Michelle to have the copies uploaded and the issue resolved once and for all. She promised she would.</p> <p> </p> <p>On January 22, 2017 at around 8 a.m., I visit the gym and was denied access again. The lady at the reception informed me that Njabulo no longer worked at the gym and my membership was no <br />longer valid.</p> <p>That day, I emailed the Virgin Active Support and was told that a gym employee would get in touch. I waited and waited. I had to search on the gym's website for the branch manager and send him an email. After back and forth emails (more than 15 emails), the branch manager concluded that since the transaction was not invoiced, my gym membership would be invalid. I informed him that I did not know this employee before hand and I received the Welcome email (stating 12-month contract) and Gym card.<br /><br /></p> <p>I even sent this branch manager the call audio clip with Njabulo I had to the gym phone line. He said it was revealing and he would reply. No response until I had to send emails . </p> <p>In summary, here is the last email I sent the branch manager:</p> <p><br />************************</p> <p>Hi Grant,</p> <p>This is super interesting as you have mentioned this (getting a new membership) before. I sent the audio clip thinking it would give Virgin Active some insight in what transpired.</p> <p>In all this:</p> <p>- I have not received a single phone call to clarify any issues. <br />- You have not hinted me on you speaking to your employee, Njabulo to verify any issues.<br />- You, even asking me to come for a new membership with my hard-earned cash is a ridiculous. I do not throw money down the drain.<br />- How am I not sure this is a gang operating within Virgin Active giving out ********** gym membership?<br />- The matter relating to invoices and receipts says a lot about the Virgin Active system, after receiving a Welcome Email and a gym card.</p> <p>It is very easy to make an unhappy client.</p> <p>**************************</p> <p>A brand new gym would never make up for good customer service and Virgin Active South Africa has proved this "consistently" with this HORRIBLE SERVICE.</p> <p> </p>