CG
Christine G
Active since Aug 2025
2
Reviews
0
Industries
Reviews
2 reviews6 months ago
Virgin Active Sunningdale – Extremely Poor Service and Misleading Staff
I signed up at Virgin Active Sunningdale on 31st August 2025. Before signing up, I asked the sales consultant, Khanya Mdana, about the monthly promotions. She informed me that promotions were only released mid-month, and staff did not know the details. Based on this information, I decided to wait and planned to sign up in September. However, Khanya insisted I sign up on 31st August, obviously just so she could secure the sale. On 1 September, I saw that the new promotions had been released and were further discounted, meaning Khanya had misled me deliberately. I contacted Virgin Active head office, who confirmed that promotions are released on the 1st of every month and that staff are aware of this. It is clear that Khanya **** to secure a sale. I then attempted to resolve this with the Sunningdale branch, asking if I could receive the September promotion. I was told this was not possible, and my emails were ignored. That same night, 1 September, I sent a cancellation email, but no one responded. After two weeks of constant follow-ups and calls, I was finally contacted by head office, who informed me that the branch manager, Rush Gutu, would handle the matter. He called me on 16th September, listened to my situation, but said he could not give me the new promotions. He promised to investigate why Khanya **** and to get back to me the same day, which he did not. I continued to follow up. On 25th September, Rush Gutu called again, saying the cancellation would be sorted within 48 hours, and that Roxzanne Moodley would contact me. She did not. I kept emailing and calling, but no one responded. Only on 1st October, after finally reaching Rush again telephonically, did Roxzanne send me an email. In the following days, Khanya and Roxzanne then offered me the September promotions, after I had insisted on canceling - something they had refused to do initially. I confirmed I just wanted to cancel, yet as of 6th October, I still have not received my refund. Throughout this ordeal, both Rush Gutu and Roxzanne Moodley have ignored my emails and calls. The lack of accountability, communication, and basic customer service is astounding. Virgin Active Sunningdale’s staff appear very helpful and friendly when securing a new sale, but once you need assistance or a resolution, they are completely unresponsive. They mislead customers to make sales, and then fail to provide any support, even when the issue is their fault. I have been waiting for over a month with no resolution. The only communication I received recently was a generic email from Roxzanne stating that the refund will take 7–14 working days, without any apology, explanation, or acknowledgment of the delay. This experience has been extremely frustrating and disappointing. I would strongly caution anyone considering this branch: do not trust the staff to act honestly or provide timely assistance when issues arise.
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8 months ago
TERRIBLE SERVICE: NO TRAINING, NO RESPECT, NO RESPONSE
I am extremely disappointed with the service and conduct of Complex Patrol. Their officers (GARTH, CRAIG AND AN UNKNOWN "SUPERVISOR") confronted me at my own unit during permitted renovation hours, insisting I was breaking rules when in fact I was fully compliant. To make matters worse, I received three different (and incorrect) versions of the rules from three different officers. One officer (CRAIG) even shouted at my workers and spoke to me in an aggressive manner. The supervisor initially refused to show me the “rules” he was quoting and only changed his story once the managing agent confirmed the actual hours. This clearly shows a lack of training and professionalism. When I raised my concerns directly with management (LOURENS MYBURGH), I did not even receive the courtesy of a proper response or phone call back — days have gone by with complete silence. This shows that the problem is not just with the staff but with management itself. If you are part of a complex or estate considering their services, I strongly recommend thinking twice. A security company should be professional, knowledgeable, and respectful to residents — not confrontational, misinformed, and dismissive when complaints are raised.
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