Virgin Active - Worst Gym Ever!

Wish I could give 0 stars!!!

Once again, after numerous promises of phoning me back within an hour it never happened. My youngest son's membership was cancelled in January which I never requested. I simply asked why my youngest fees were higher than mine and my eldest son. Now why would I cancel only one family member's membership? I asked for it to be changed to the same plan as ours and they cancelled it instead of changing the plan. After months of struggling with this issue I cancelled all our memberships. Virgin Active phoned me in April asking to retain us and I advised them that I will give them one last chance but all 3 memberships should be reinstated to a month to month, like it was previously. Endless embarrassing trips to Virgin Active for my youngest to be declined access because people simply can't do their jobs. Last month they advised me that they reinstated his access and they issued him with a new card only for him to be declined access AGAIN in June. Then they had the audacity to tell me on Friday that my 15 year old son has never been a member since we first joined in January 2022 and that I would need to sign a new 12 month contract with them. Now I wonder how he was allowed access all the time without a membership and after I received emails in November 2023 about his membership fees increasing 2024. Today I told them that it would be my last phone call to Virgin Active. The consultant promised me that she would phone me back after an hour and I must give her the chance to fix the issue. And guess what, no phone calls. Virgin Active George is terrible. The GM has promised to phone us on numerous occasions, never received any of those calls. One particular staff member rolled his eyes at us after complaining about the issue. The head office employee told me that she could see so many notes on the system of the issues we have incurred so she could imagine my frustration but still, sorry, you have to renew a contract. Worst is Virgin Active is 2 houses away from my home but now I'm forced to rather drive to the other side of George and I will join Planet Fitness. Thanks for the most horrific service that I have ever received. I'm not a person that leaves bad reviews for misunderstandings or poor service because I know that systems can cause issues and people aren't perfect but the amount of ridiculousness of the worst experience with one company in a matter of 6 months cannot be left just at silence. I will make sure to use every possible social media platform, hello peter and discovery to voice my dissatisfaction. 4% of people complain and the other 96% go away quietly. People always ask me where I exercise and I will make sure to tell everyone about my experience and not to JOIN VIRGIN ACTIVE!