BK
Bronwen K
Active since Jan 2024
2
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2 reviews26 months ago
Virgin Active Gym - Pay Back my Money & Improve Customer Service.
I decided to cancel my gym contract with Rosebank Virgin Active after recieving continuously bad service from the gym and head Office Virgin Active. I have countless incidents but I want to focus on the latest. Last year I was overcharged and it took several months to try get this rectified and to get my refund; no one got back to me after countless calls, leaving messages at reception for managers to get back to me, social media DMs and even public social media posts. Finally a lady managed to assist and i was on the brink of cancelling my contract then. She convinced not to and I stayed. Then cam January 2024 - once again I was overcharged without warning, etc... I queried this in February and got the most disgusting response from one of the sales reps at Rosebank gym - she was rude and I decided enough was enough. I phoned head office, spoke to another sales consultant and cancelled my contract. I was told that there was nothing I could do to get a refund and so I decided to leave it. My contract was due to end on the 4th of March. Low and behold I was charged for the full month of March. I then called again to query this - the sales person acknowledged my cancellation. I then decided I wanted to get the March refund plus the other months' refund for the overcharging back. I spoke to this person over a week ago - I was told I would get a call back as she was going to escalate this to corporate. I have not received a peep from her or anyone from Head Office. There is a huge break down in the management, sales, customer care and running of the VIRGIN ACTIVE franchise. The gym is overcharging, ripping members off and with these ridiculous fees, we still don't get proper customer service. This is but one incident that I have encountered. There are many others of incompetence, poor customer service, rude managers and badly run gyms. I am waiting for my refund and for my phone call.
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28 months ago
Don’t go here if you want to relax
This was a birthday gift. During my full massage treatment, all you could hear were the reception and admin staff talking at the top of their voices. The spa is tiled so it echoes. It made my time for relaxation very jarring. I told my the****** that I’m finding it very loud so she turned up the music but it didn’t cancel out the noise. Eventually I decided to go ask them to keep it down. These four young women gawked at me like I was speaking a foreign language, after I had explained to them that I’m trying to have a relaxing treatment and can’t because of the noise. They just stared at me. I then asked them if they heard me and they continued to stare. I asked if they were going to apologise and still nothing. I then said I’m going to close the door so that it would be quieter and they nodded. The one woman said I can close it but still not one of them apologized. It ruined my whole experience. I left feeling aggravated. The unprofessionalism and total disregard for wellness is beyond my comprehension. I complained about it to another woman at reception, as the culprits had conveniently left. What a ruined experience. DON’T Go to this spa if you want to relax. It’s is the opposite of that. I’m still waiting for that apology.
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