VA Steenberg - Most ***********!!

This is for Virgin Active Steenberg.

I wish I could rate this with 0 stars.. Would be more fitting. The most *********** branch I've ever dealt with. I'm sick and tired of having to fight, every day/week to get anything out of you people. We've even contacted the Branch Manager, who promised me that someone will get in contact with me within 24 hours. It has been 72 hours. Nothing. No feedback. I will NEVER recommend this branch to anyone. Myself and my partner were ******* into a contract that we don't want.

I can't stress enough how *********** this branch is. It's actually a joke. I have to drive back and forth to this branch to sort out issues. You keep promising that someone will call us back, which doesn't happen. On 4 different occasions. Why must I, as a customer drive after YOU. Call YOU to find out what's happening. Just because YOU can't do your job doesn't mean that I have to keep coming in to sort stuff out. How difficult is it to just give me feedback? I'm sure you can set a notification if you forgot? Surely? This is absolutely ridiculous service from your part. It's my time and fuel which you are not paying for. But If I don't come in nothing will ever get done or followed up on.

In the message below you will see that R800 was deducted from my partners account and it was requested for refund. It has now been 13 days! We were told between 7-10 days. Where is the refund? Did you even log it?

Here is the original complaint to the branch manager and I'm posting this on behalf of my partner:

Good day,

My name is Jamie-lee Krumm and I am extremely frustrated with how long it's taking to have my issues with this club resolved.

Myself and my boyfriend joined at the end of October 2018 for the special where you don't pay anything until the 1st January 2019 and the vitality activation was R799. We paid for our access cards and were told to return around Christmas time to activate the membership and pay the activation fee.

We returned late December to pay our activation fees. We were told constantly how amazing the Vitality special is as we get a 75% discount and would pay just over R200 a month for our membership. After that it was all downhill.

My boyfriend is the main member of his Discovery medical aid plan. I am a dependent on my mother's medical aid. This was mentioned to two of your sales team members.

While activating my boyfriends vitality membership his vitality access card was taken away and he paid R799 activation fee + R125 for another access card that was exactly the same. My access card was also taken at this time.

Once he had paid we then proceeded to complete my vitality membership. There was a small issue finding me on Discovery's system and I had to go home and contact discovery and return a few days later to Virgin Active to complete my membership now that I had my vitality number from Discovery.

During my second activation attempt we were successful in finding me in the system. During the activation I was going over the terms of the contract with a 3rd consultant and when I mentioned that I would be paying R225 she stopped me and said as I'm a dependent on my medical aid I only get 50% off not 75%. At this point my partner was signed up and we told the consultant we were told 75% would be the discount.

The consultant said she would consult with the sales team but I felt I had no choice but to pay my activation or loose the special while the issue would be investigated.

So I paid my R799 + R125 for a new card.

On the 1st I was billed R800 and was assured by Yusuf that it would refund in 7 - 10 days. As my membership currently is R450. This deducted a few days after the 1st. Today is day 9 and my refund better reflect tomorrow.

I have been in contact with the first consultant Yusuf to resolve these issues.

Both my boyfriend and I need refunds for being charged twice for our entrance cards and my vitality percentage needs to be 75% as that was verbally promised to us in our initial two visits.

Yusuf has escalated the issues but is slow with relaying any feedback. I constantly have to drive to the club to talk to him or have to call. I was assured I would be contacted on 2 occasions and never was. It's a waste of my time and money. Why do I as a customer have to run around following up on issues.

I'm fed up honestly and ready to take legal action.

You have two options.

We get our refunds for our access cards and our activation fees must be refunded and we will not be members of this gym.

Or we get our access card refunds and my membership is put to the 75% discount I was shown and promised by the first 2 consultants.

We only signed up to gym together as it was so cheap. I would never have signed up if I knew the discount was 50% only. I was mislead and trapped into a contract I don't want.

I expect a reply soon. My patience is completely finished at this point.

Regards Jamie-lee Krumm

After this email we were told that someone will contact us within 24 hours. Still nothing 72 hours later.

This has been going on for too long now. I expect someone to get back to me ASAP.