MK
Minette K
Active since Mar 2024
2
Reviews
0
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Reviews
2 reviews18 months ago
Unjustified Membership Fee Increase and Poor Customer Service Response from Virgin Active
I have been a Virgin Active member since September 2023, and I am deeply concerned by the way my recent membership fee increase has been handled. The Issue: When I signed my fixed-term contract, my membership fee was agreed at R490 for the first year, which would then increase to R516.46 in the second year. However, Virgin Active has proposed a 48% fee increase to R770 starting January 2025, which I believe is unjustified and outside the terms of my original agreement. According to my contract, I was supposed to receive a 25% increase after the first year, which should have brought my fee to R612.50 from September 2024. However, my fee was only adjusted to R516.46, which represents a 5.4% increase instead of the agreed 25%. Despite raising this concern, I have not received a satisfactory explanation or adjustment to correct this. My Concerns: Despite making multiple attempts to resolve this with Virgin Active’s customer service, the responses I’ve received have been unclear and unhelpful. It seems that the fee adjustment should align with the terms of my contract, specifically the 25% increase after the first year, not a sudden mid-term hike. The proposed 48% increase to R770 appears to be an unjustified, mid-term adjustment that I do not believe is supported by my contract. As a customer, I feel that Virgin Active has not provided adequate reasoning or contractual evidence for such an increase. Request for Resolution: I have asked Virgin Active to: Apply the correct 25% fee increase, as per my original agreement, bringing my fee to R612.50 from September 2024. Provide me with a complete and proper copy of my membership contract. and highlight the relevant clauses that justify the R770 fee increase - the pdf was sent to me as a *******ed file which i cannot open and the 'pdf' seems to be just a picture of 1 page of the contract from what i can see on my end on the email they had last sent. Confirm in writing that the R770 fee increase will not apply, and that my fee will remain at R612.50 for the duration of my contract. As of now, I have not received the requested documentation or a satisfactory resolution. Conclusion: I have always valued Virgin Active’s services, but this experience has been extremely disappointing. I sincerely hope the company will address this issue fairly and transparently, and I encourage other consumers to ensure they have full access to their contract documents to avoid similar issues.
0 replies
23 months ago
AFRO's charges more at payment than what is shown in pricing on their website for their meals.
AFRO's official website shows it's pricing per meal, however charges more when it comes to payment. As far as my knowledge goed this is applicable to the branch in Somerset West, Western Cape. I have not been to other branches in other areas.
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