Virgin Active CAN afford to lose members

Item: Virgin Active South Africa
Rating: 1
Author: phillipa B

To whom it may concern. Virgin Active CAN afford to lose members. I have been a member at Virgin Active in George for 7 years and 6 months. After three separate occasions of being treated, spoken to, called a lair and taunted disgustingly by one particular staff member, Jason Scriven, I decided that I would cancel my contract and go elsewhere... I made this well known to Dave Luis (Head Office) as well as Susan Jerling (Branch Manageress) on the 31 December 2016. Dave responded by requesting that I bear with them and hang in there... They had three months to take action as I am in training for an event in March and therefore only planned to leave at the end of March 2017. However, clearly Virgin Active does so well that they don't worry about members leaving their club. Unfortunately for them, they decided to take no action against their 'friend' and that he was more important than keeping their 'paying' member, therefore deciding to do absolutely nothing... On the 7 February 2017 I wrote to Dave saying that I would be cancelling my contract due to the fact that no action had been taken and Dave responded in his email as saying "We are a fun brand, and our employees do have fun at work" and then with "I have terminated your membership and the last day of your membership will be 31 March 2017." One thing became very clear to me as I was going through this ordeal and that is that the staff at Virgin Active are all friends with each other, totally unprofessional and involve themselves in horseplay. They have no concern how they speak to members to their faces or even behind their backs... no one would believe the things I've over-heard by the staff.... and it's always the SAME staff members too... they have absolutely no maturity or simple tact. While Susan was away on leave towards the end of December 2016, Jason Scriven was supposedly the manager on duty in her absence... the pool was cold, dirty and at one point the water was so bad you couldn't see the bottom of the pool. He however enjoyed laughter with his colleagues and didn't seem concerned at all. I repeat myself... HORSEPLAY! Dave Luis stated that the condition of the pool was not linked to Jason himself but rather a broken pump... which happens from time to time. Three days later Susan informed me of another pump that had recently gone (less than a month later)... clearly this was 'NOT ANYONE'S fault'... nor 'ANYONE'S responsibility’ either... Seen as they 'do have FUN at work'! Another fact that fascinates me is how commission is given when a person signs up... but NO action is taken when a member wants to cancel due to discussing staff behaviour. Someone seriously needs to take responsibility for the shenanigans going on at Virgin Active. Whatever happened to the consumer/member being the most important person? Phillipa Bishop. Soon to be ex-member No: 13 4 **********

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