Shocking Service, Poor Communication and No Loyalty

<p>I joined Virgin Active Classic in December 2014 as I was really impressed with the facilities and even though the price was considerably more than a normal club, I was prepared to pay that for the additional benefits.</p> <p>Every year the fees have gone up which I don’t have an issue with as it’s normal flow of the economy, however, a 10% increase was a bit much but I was still prepared to pay that for the convenience.</p> <p>During the month of June 2017 we (the club members) were informed of parking that would be charged if the time spent at the gym would be longer than 2 hours. I wasn’t happy with this and decided to take it up with the Manager.</p> <p>I took the opportunity to also mention other things that bothered me before but I didn’t say anything. The points raised were as follows:</p> <p>1. Can I please have my contract showing that I would be liable to pay for parking?</p> <p>2. There is a 0-30 minute period of free parking, does that mean that we then have 2.5 hours free?</p> <p>3. The facilities at the club hasn’t improved yet our fees keep increasing, something as simple as a showerhead not working?</p> <p>4. The fruit quality has been deteriorating?</p> <p>5. What about your loyal customers? You always try and attract new members by giving away things but existing loyal members get nothing?</p> <p>To the above matters I got a very generic and in my opinion pathetic response which I’m happy to share as not all the issues raised were even addressed? How can a Manager not address all the questions?</p> <p>I decided not to leave it even after numerous emails between myself and the manager so I logged a complaint on the Virgin Active website. Guess what, they sent it to the same manager? Really? Shocking way of dealing with a complaint and the worst part was that the response was exactly the same!!!</p> <p>I logged a complaint on the Virgin.com website on Monday last week and still haven’t received a response that either? Now it started to make sense that the South African resolution was shocking if the Global Head Office doesn’t even respond either.</p> <p>This whole matter has started to turn into a bigger thing even further. I called to “downgrade” my account to a national membership on Monday this week. I was then informed that there is an admin fee payable of R500. I told the call centre lady that I’m not prepared to pay it as my original complaint and questions haven’t been dealt with.</p> <p>This morning I went to gym as normal and my card declined. The lady at reception then informed me that I needed to pay the penalty first. I wasn’t told this from the start so I demanded to be let in. I called the call centre when I got to the office and got a very “half assed” response. When I eventually got a call back just after 16h00 today, I said I won’t pay it and my membership better work in the morning.</p> <p>O, so we also pay our fees in advance right? Yet, with me downgrading, I cannot still use the Classic facilities till the end of the month??? Not that I want too anymore due to the lack of service and communication.</p> <p>My boyfriend from the UK was here last year for work and joined the club. He told them upfront also that he would only be here for 6 months and would want to “pause” his membership until he then returns to South Africa. He was then informed when he came back in December that his account was blocked as there was no payment made and he needs to still pay that money back. This after he asked them to “pause” his membership and which they confirmed would be possible? How is this Treating Customers Fairly”</p> <p>So, of all the above, point 3 was addressed stating how many cleaners they have and the Classic offered me a bag. I don’t want the bag and I’m not interested in how many cleaners you have, they not going to fix the showerhead!</p> <p>I find it shocking that a corporate company like Virgin Active think that they can just do what they want? This isn’t fair and I feel that it’s wrong to stay quiet and accept mediocrity. We pay for these services and facilities, why should we keep quiet.</p> <p>Based on the fact that my complaint has still not been dealt with, i don’t think I’ll get a response here but I also won’t leave this here.</p> <p>I don’t think that Richard Branson will accept mediocrity or this kind of shocking service, lack of communication and lack of brand loyalty to it’s loyal customer?!?!?!</p>