VA
Virgin Active South Africa
Unclaimed Business
VA
Virgin Active South Africa
Unclaimed Business
542 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Virgin Active South Africa faces severe and systemic service failures across every measured dimension. Customers consistently describe billing errors, unauthorized debits, ignored cancellation requests, broken equipment, rude staff, and a near-total absence of complaint resolution. While a small number of reviews praise individual staff members and select well-maintained branches, these positive experiences are vastly outnumbered by accounts of frustration, financial harm, and feeling disrespected.
Top Strengths:
- •Customer Service, Staff & Experience: A handful of branches like Steenberg, Bel Air, Roodepoort 14th Avenue, and Milpark receive praise for clean facilities and warm, professional staff. Individual employees like Peter Phaleng and Nomthandazo are singled out for creating positive, motivating environments.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
TrustIndex
1.9
Score
Ranking
#6
in Beauty & Personal Care
NPS Score
-90
Recommended: Unlikely
Review Distribution
1.3|542 Reviews
May '25 - Apr '26
5(5.1%)
4(0.2%)
3(0.8%)
2(3.1%)
1(90.8%)
5(5.1%)
4(0.2%)
3(0.8%)
2(3.1%)
1(90.8%)
Recent reviews (542)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceA
Anonymous
1 reviews | Active since Jan 2020
19 Mar 2026, 08:52
Unjustified Cancellation of Gym Membership and Lack of Resolution
I am writing to formally lodge a complaint regarding the unexplained cancellation of my Virgin Active gym membership, despite my account being in good standing. I have consistently paid both my Virgin Active membership and Discovery Vitality fees via monthly debit order, without ever missing a payment. It has therefore come as a complete shock and disappointment that my contract was terminated without any communication or valid reason, while my two sons’ memberships remain active under the same arrangement. The situation became particularly embarrassing when I was denied access at the Cresta branch a few weeks ago after my Virgin Active app failed to grant entry. Upon enquiry, the receptionist informed me that my contract had been terminated on 27 February. I immediately contacted Discovery Vitality and was assured that the matter would be investigated and that I would receive feedback. However, after not receiving any response, I followed up and spoke to another consultant who also could not provide any clarity. I then requested a reference number for the query, which was emailed to me as REF: 11929805044 on 18 March. To date, I have still not received any feedback. In a further attempt to resolve this matter, I tried contacting Vitality again yesterday, but experienced technical issues with their call system, where selecting options resulted in no response or assistance. This level of service is unacceptable. As a long-standing and loyal member, I find it deeply disappointing that my contract could be cancelled without explanation, and that my attempts to seek resolution have been met with delays, lack of communication, and system failures. I therefore demand the following: A full explanation as to why my contract was cancelled Confirmation of whether this was an administrative error Identification of the individual or process responsible for the cancellation Immediate reinstatement of my membership without penalty Assurance that such an incident will not recur I trust that this matter will be treated with the urgency and seriousness it deserves. I expect a prompt response and resolution. Zaheera Walker
Helpful (0)
|Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
19 Mar 2026, 08:52
Unjustified Cancellation of Gym Membership and Lack of Resolution
I am writing to formally lodge a complaint regarding the unexplained cancellation of my Virgin Active gym membership, despite my account being in good standing. I have consistently paid both my Virgin Active membership and Discovery Vitality fees via monthly debit order, without ever missing a payment. It has therefore come as a complete shock and disappointment that my contract was terminated without any communication or valid reason, while my two sons’ memberships remain active under the same arrangement. The situation became particularly embarrassing when I was denied access at the Cresta branch a few weeks ago after my Virgin Active app failed to grant entry. Upon enquiry, the receptionist informed me that my contract had been terminated on 27 February. I immediately contacted Discovery Vitality and was assured that the matter would be investigated and that I would receive feedback. However, after not receiving any response, I followed up and spoke to another consultant who also could not provide any clarity. I then requested a reference number for the query, which was emailed to me as REF: 11929805044 on 18 March. To date, I have still not received any feedback. In a further attempt to resolve this matter, I tried contacting Vitality again yesterday, but experienced technical issues with their call system, where selecting options resulted in no response or assistance. This level of service is unacceptable. As a long-standing and loyal member, I find it deeply disappointing that my contract could be cancelled without explanation, and that my attempts to seek resolution have been met with delays, lack of communication, and system failures. I therefore demand the following: A full explanation as to why my contract was cancelled Confirmation of whether this was an administrative error Identification of the individual or process responsible for the cancellation Immediate reinstatement of my membership without penalty Assurance that such an incident will not recur I trust that this matter will be treated with the urgency and seriousness it deserves. I expect a prompt response and resolution. Zaheera Walker
0
Replies (0)iM
itami M
1 reviews | Active since Jan 2020
19 Mar 2026, 05:38
Poor Maintenance (Virgin Active - Horizon View)
I am writing to formally raise a complaint regarding the condition and maintenance of the Virgin Active Horizon gym facility. There have been ongoing issues with the spinning bikes, many of which are broken and can only be adjusted using a number 13 spanner. This is highly impractical and unsafe for members who expect fully functional and user-friendly equipment. Despite numerous complaints being submitted to head office by several members, there has been no visible action taken to resolve these concerns. In addition to the equipment issues, the overall standard of the gym is deteriorating. Much of the equipment appears outdated and poorly maintained, which negatively impacts the training experience. More concerning, however, is the state of the changerooms. There is a noticeable presence of ****roaches, which raises serious hygiene and health concerns. While we understand that fumigation may be conducted from time to time, it is clearly not effective or frequent enough to address the problem. As paying members, we expect a clean, safe, and well-maintained environment. The current conditions fall significantly short of these expectations. We kindly request urgent intervention to: • Repair or replace the broken spinning bikes • Upgrade and properly maintain gym equipment • Address the hygiene issues in the changerooms with effective pest control measures • Provide feedback on the actions that will be taken and timelines for resolution We trust that this matter will be treated with the seriousness it deserves and look forward to your prompt response.
Helpful (0)
|Replies (0)iM
itami M
1 reviews | Active since Jan 2020
19 Mar 2026, 05:38
Poor Maintenance (Virgin Active - Horizon View)
I am writing to formally raise a complaint regarding the condition and maintenance of the Virgin Active Horizon gym facility. There have been ongoing issues with the spinning bikes, many of which are broken and can only be adjusted using a number 13 spanner. This is highly impractical and unsafe for members who expect fully functional and user-friendly equipment. Despite numerous complaints being submitted to head office by several members, there has been no visible action taken to resolve these concerns. In addition to the equipment issues, the overall standard of the gym is deteriorating. Much of the equipment appears outdated and poorly maintained, which negatively impacts the training experience. More concerning, however, is the state of the changerooms. There is a noticeable presence of ****roaches, which raises serious hygiene and health concerns. While we understand that fumigation may be conducted from time to time, it is clearly not effective or frequent enough to address the problem. As paying members, we expect a clean, safe, and well-maintained environment. The current conditions fall significantly short of these expectations. We kindly request urgent intervention to: • Repair or replace the broken spinning bikes • Upgrade and properly maintain gym equipment • Address the hygiene issues in the changerooms with effective pest control measures • Provide feedback on the actions that will be taken and timelines for resolution We trust that this matter will be treated with the seriousness it deserves and look forward to your prompt response.
0
Replies (0)FM
Faizel M
1 reviews | Active since Jan 2020
18 Mar 2026, 15:52
VA Broadacres Staff Member Brilliant
This rating in for a fitness assistant named Ntabiseng. Absolutely brilliant at her job. Very helpful and so full of enthusiasm to assist a member. She definitely doesn't get it from the Club Manager who was supposed to have called me days ago. However she more than made up for Club Managers poor attitude. What an amazing young lady, genuinely cares.
Helpful (0)
|Replies (0)FM
Faizel M
1 reviews | Active since Jan 2020
18 Mar 2026, 15:52
VA Broadacres Staff Member Brilliant
This rating in for a fitness assistant named Ntabiseng. Absolutely brilliant at her job. Very helpful and so full of enthusiasm to assist a member. She definitely doesn't get it from the Club Manager who was supposed to have called me days ago. However she more than made up for Club Managers poor attitude. What an amazing young lady, genuinely cares.
0
Replies (0)MR
Martin R
1 reviews | Active since Jan 2020
18 Mar 2026, 15:49
R250 to change contract
Tried to change my membership fee from national to single club and got charged R250 fee for the change. This does not seem ethical. What does the fee go to? The process took 2 minutes? Again Virgin Active proudly showing off their greediness.
Helpful (0)
|Replies (0)MR
Martin R
1 reviews | Active since Jan 2020
18 Mar 2026, 15:49
R250 to change contract
Tried to change my membership fee from national to single club and got charged R250 fee for the change. This does not seem ethical. What does the fee go to? The process took 2 minutes? Again Virgin Active proudly showing off their greediness.
0
Replies (0)DW
Deidre W
1 reviews | Active since Jan 2020
17 Mar 2026, 22:12
Double debits for Vitaltiy memberships.
So, did you figure out why, according to Discovery, my Vitality is still active, and you want me to pay full membership? With the reference numbers I provided for ease of reference. I don't like getting emails stating I owe money when you want more than you are supposed to get.
Helpful (0)
|Replies (0)DW
Deidre W
1 reviews | Active since Jan 2020
17 Mar 2026, 22:12
Double debits for Vitaltiy memberships.
So, did you figure out why, according to Discovery, my Vitality is still active, and you want me to pay full membership? With the reference numbers I provided for ease of reference. I don't like getting emails stating I owe money when you want more than you are supposed to get.
0
Replies (0)JS
Johan S
1 reviews | Active since Jan 2020
17 Mar 2026, 17:30
Bad management Loftus Virgin Active
It happened again, although I complained recently about what has become a pattern at Virgin Active Loftus - no sms notification of a game and permission to use another Virgin Active. The manager doesn’t seem to care about her members at all. No apologies from her, no correction of the unacceptable service. Since this now occurs regularly with no indication that the Loftus Virgin manager cares, I suggest that Virgin allows disgusted members to transfer their membership to another branch at no cost.
Helpful (0)
|Replies (0)JS
Johan S
1 reviews | Active since Jan 2020
17 Mar 2026, 17:30
Bad management Loftus Virgin Active
It happened again, although I complained recently about what has become a pattern at Virgin Active Loftus - no sms notification of a game and permission to use another Virgin Active. The manager doesn’t seem to care about her members at all. No apologies from her, no correction of the unacceptable service. Since this now occurs regularly with no indication that the Loftus Virgin manager cares, I suggest that Virgin allows disgusted members to transfer their membership to another branch at no cost.
0
Replies (0)KM
Keletso M
1 reviews | Active since Jan 2020
17 Mar 2026, 04:03
How my weave and iPhone 17 pro max got ****** at virgin active in a locked locker
Hello last week on the 10th I joined Virgin active red in Boksburg and on Wednesday when I went to shower I locked my things in the locker and to my surprise as I apply lotion and preparing I realised my weave and iphone17pro max were missing and the management is doing nothing regarding this. And the lady who works there is the one who said let me call your phone and by the way this is the lady who helps us sign in at the gym every morning and she booked me a class this day. I reported the matter at the police station and the police were not even surprised because they say it’s a normal thing there people always loose their things. Next day I get a strange call from someone claiming to be a police man and that I must unlock my phone and my question is where did this person get my number because my phone is locked and the only person who called my phone is the lady at the gym?? Till now I haven’t gotten any help from the management regarding this matter
Helpful (0)
|Replies (0)KM
Keletso M
1 reviews | Active since Jan 2020
17 Mar 2026, 04:03
How my weave and iPhone 17 pro max got ****** at virgin active in a locked locker
Hello last week on the 10th I joined Virgin active red in Boksburg and on Wednesday when I went to shower I locked my things in the locker and to my surprise as I apply lotion and preparing I realised my weave and iphone17pro max were missing and the management is doing nothing regarding this. And the lady who works there is the one who said let me call your phone and by the way this is the lady who helps us sign in at the gym every morning and she booked me a class this day. I reported the matter at the police station and the police were not even surprised because they say it’s a normal thing there people always loose their things. Next day I get a strange call from someone claiming to be a police man and that I must unlock my phone and my question is where did this person get my number because my phone is locked and the only person who called my phone is the lady at the gym?? Till now I haven’t gotten any help from the management regarding this matter
0
Replies (0)LL
LG L
1 reviews | Active since Jan 2020
16 Mar 2026, 12:18
Cancel membership
Has anyone successfully cancelled a membership with Virgin Active Green Point? I called the gym early last year to cancel and was directed to the call centre as branches cannot cancel telephonically. I called the call centre. I don't know what their function is because I got exactly no help and was advised to go to the club. No being able to get to the club being the main indication for cancelling. Time passed. Then the club revamps, and takes off a substantial amount of money for a membership I have clearly not used. Evidently, the prolonged absence of a member is immaterial in these sorts of matters. I went to the club the club on 05/03/2026 to sort out the mess and was pleased to helped by someone who appreciated the absurdity of the situation. I was advised that the membership would be cancelled without penalty, and the amount reimbursed. I called again 16/03/2026. The membership is yet to be cancelled and even after I explained the general lack of help from the call centre, the person who helped me asked, with all the indifference, to call the call centre. So what must happen now?
Helpful (0)
|Replies (0)LL
LG L
1 reviews | Active since Jan 2020
16 Mar 2026, 12:18
Cancel membership
Has anyone successfully cancelled a membership with Virgin Active Green Point? I called the gym early last year to cancel and was directed to the call centre as branches cannot cancel telephonically. I called the call centre. I don't know what their function is because I got exactly no help and was advised to go to the club. No being able to get to the club being the main indication for cancelling. Time passed. Then the club revamps, and takes off a substantial amount of money for a membership I have clearly not used. Evidently, the prolonged absence of a member is immaterial in these sorts of matters. I went to the club the club on 05/03/2026 to sort out the mess and was pleased to helped by someone who appreciated the absurdity of the situation. I was advised that the membership would be cancelled without penalty, and the amount reimbursed. I called again 16/03/2026. The membership is yet to be cancelled and even after I explained the general lack of help from the call centre, the person who helped me asked, with all the indifference, to call the call centre. So what must happen now?
0
Replies (0)