Virgin Active Carlswald is DISHONEST, GIVES MISLEADING INFORMATION AND THEY ARE ******S!!!

I am very IRATE from the misleading information I have received from VIRGIN ACTIVE Carlswald. I reactivated my membership online two weeks ago, made payment for the joining fee mainly because I wanted to enroll my daughter into Club V. As per the website it indicates that Club V in Carlswald takes kids from 6 weeks to 14 years old. Screenshots attached!

I personally would have not re joined virgin active as I am already gyming at Fight Club which is the reason why I left the gym BUT i decided to come back just so that my daughter could get activity levels up at Club V.

Now when I went in to collect my card at the reception I informed their employee "Rorisang" that I want to enroll my child as I couldn't do so online as she is a minor. She then assisted me BUT I was informed that my daughter is 8 years old and doesn't qualify for Club V which was alarming and surprising because on your website as attached Club V is up until 14 years old. I remained calm asked her what does she qualify for? She said that she can exercise or make use of the machinery as long as she is with me but she cannot use weights.

My daughter was then allowed to join club V just for the day. Now on Tuesday I go to the gym and as we are preparing for treadmill I am told she is not allowed to use it as she is not 14 that was not the information that was given to me upfront. Also as I have indicated I joined the gym just to get my daughters activity levels up and it wasnt for me but now I was misinformed and misled and the website was misleading as what I saw and what I got is two to three different things. I am not happy as this is unfair, this is misleading this is dishonest and when I spoke to Dudu on how to do I cancel due to my unhappiness and due to being misled by different and false information she advised that I need to pay R500 for cancellation. Now please make it make sense, how am I expected to pay one for cancellation of a membership to a gym/company that **** on its own website to obtain sales and also made me to believe that my daughter can use equipment then now she can't ??? I refuse to make payment as this is unfair, I was **** to not only by the staff but by the website too.

One thing I will not do is allow to be **** to, misled and be made to pay for something that I had no control over. I would like to cancel this membershwith immediate effect. I refuse to pay for the cancellation and please also reimburse me my joining fee because the information is misleading and dishonest.

I am not happy whatsoever!!!!! I will not take this one lying down. Please resolve this matter with urgency!! The customer experience is awful and I regret the day I made a decision to come back because I left the gym because of this awful experience but I wanted to give it a second chance but I was proved wrong on thinking that things will ever change. Phumzile the club manager phoned me twice to understand what happened and she then said she would cancel the membership. Guess what today is four days later no cancellation has been processed and I was debited for something I have proactively managed. Please reverse my debit order Virgin Active Carlswald, reimburse me my joini Fee and cancel the membership.