Stay away from Virgin Active

Title: Extremely Disappointed with Customer Service and accounts at Virgin active

I joined in October 2024 with high hopes, but unfortunately, my experience has been nothing short of frustration. The gym itself is decent, but the customer service is absolutely abysmal.

First off, the customer care and accounts is consistently unhelpful and often downright rude. I’ve had several instances where I’ve asked basic questions about membership options or gym policies, and instead of providing clear answers, I was met with impatience or vague responses. When trying to resolve an issue regarding billing, it took weeks with promises but no callbacks, and even then, it was a struggle to get anyone to take ownership of the problem.

Additionally, the management seems to have zero interest in improving customer satisfaction. Calls and emails often go unanswered, and when I did get a response, it was either a generic, unhelpful message or a promise to "look into it" that never materialized into action. The lack of communication has been incredibly frustrating, and it makes you feel like you’re just a number to them.

In terms of the gym itself, the equipment is fine, but the customer service is so poor that it makes it hard to enjoy the experience. I understand that things can get busy, but basic respect and assistance are non-negotiable, and unfortunately, this gym falls short in that area.

I would not recommend Virgin Active to anyone looking for a gym where they will be treated with no respect and have their concerns addressed. It's a shame, because the facilities have potential, but poor customer care has completely soured my opinion.

For cancellation yet its a fault on their side they still asking for 40% penalty.