Virgin Active - taken over local Esporta

Scarlet_Fever

arrgghh!!

blinking Virgin Active - lets see what reply i get!!


took me ages to get the email address, so if anyone else has a problem with Virgin Active taking over they're local gym

s.conlon@virginactive.co.uk


***************************

Dear Sheralynne

I understand you are expecting my email.

I have been dealing with Janice who has been most helpful.

I was a member of Esporta. I paused my membership while I was pregnant as was unable to exercise. My membership was re-activated in February without a curtesy letter. I was unaware as no payment had been taken from my account. In March £100 was taken. I was a bit surpised and contacted your Crawley branch to see why. I was then told that the payment for Feb had been rejected so you had taken for March as well.

I was a bit cross at this as at no time had i been told that my membership was reactivated. I then received a flyer from Esporta, Brighton and realised that I could no longer use their facilities. I live in Hove (nr Brighton) and the main reason for joining Epsorta in the first place was because i would then be able to use the gym at the weekend - not now though

After much correspondance with Janice, she agreed to refund the fees for February (thank you), but was unwilling to reufnd for March. I would only have used the gym for swimming with my children - but your pool is out of order! When i raised this with Janice she replied

'... We are not at present providing refunds for members, as they are on an incentive scheme. They have a card which gets stamped everytime they come in and each stamp is then worth £1 for the inconvienience. At present the club is nearing the end of its building work which should be completed by the middle of April. The club will definately be worth the wait and money by the time we have completed the upgrade. Thank you again for your email, please feel free to come down to the club and view the latest developments....'

I have also been made aware of disatisfaction from many other members at my workplace, because of the state of the gym, also because you have changed the lockers from deposit to padlock (with no warning, and that you 'handily' sell them on the front desk), and i know for a fact that more than one member will be leaving you in the near future.

I now want my £50 back and also require £20 as a good will gesture for the incovenience - as I must let you know that I may seek legal advise in the legality of your company charging me for a membership to a health club that I have not joined, or signed a contract with (remember I joined Esporta) with much reduced facilities.

I would like this matter cleared up as soon as possible.

go4it

as an ex employee of VA, PM me if you need any advice.

If you want to go to the very top, the big boss of VA is called Frank (can't remember his surname!), he is big chums with Branson.

The reason Esporta sold the club is because they want to take a step back and concentrate on a certain number of clubs. VA have bought many Esporta Clubs over the UK.

VA entered the fitness market with a no nonsense approach, cheap fees, no commitment. However this has changed and I believe 12 month contracts are the norm. They will try and get as much money out of you as possible. From what you say they are bang out of order.

Good luck and keep us updated on how you get on.

Scarlet_Fever

i'm going to keep going up 'boss-wise' until i get my money back!!


*******************************************
Dear Ms Conlon

This reply is totally unacceptable - and I will be making a claim against your company - as well as advising everyone at my place of work of the lack of service I have received.

I would now like the email address of your boss please because this.

Many thanks

---

From: Sheralynne Conlon [mailto:s.conlon@virginactive.co.uk]
Sent: Mon 03/04/2006 14:11
To: Thomas, Pennie
Cc: j.warden@virginactive.co.uk
Subject: RE: Virgin Active Membership


Dear Mrs Thomas



Thank you for your email.



Please note Virgin Active acquired Esporta Crawley at the end of September 2005 and as per the Esporta Terms and Conditions, clause 14 relating to the sale of the club, all existing contracts and memberships at point of acquisition remain in force. According to our records you requested to freeze your membership until 1st February, whereby your membership automatically became active, this is procedure is the same for both Esporta and Virgin Active.



I understand the club has agreed to refund February’s membership fees as a gesture of goodwill and confirm that unfortunately we are unable to refund March’s fees as per my original email.



I refer to your comments relating to the pool closure and confirm that the pool is closed as part of the refurbishment for the club and notices relating to this closure were displayed within the club to inform members of this obvious disruption. To compensate for this disruption two options were made available, a) for those members who only use the pool - freeze for the month of March at a significantly reduced cost or b) for those members who also use the pool and gym facilities a stamp card system was introduced which for every visit the member made to the club they received a £1.00 refund stamp up to the value of one months membership fees.



Regards



Sheralynne Conlon

Office Manager – Head Office

---

From: Pennie
Sent: 03 April 2006 13:14
To: s.conlon@virginactive.co.uk
Cc: j.warden@virginactive.co.uk
Subject: RE: Virgin Active Membership



Dear Ms Conlon



Thank you for your reply.



However - you have not addressed the main issue -



I would only have used the gym for swimming with my children - but your pool is out of order!



Also - today i have received a letter from your admin at Crawley asking for 'a payment for the notice period.' In your letter you draw my attention to the agreement with Virgin Active which i 'signed'



If you can show me a piece of paperwork from Virgin Active with my signature on it - you can keep my membership fee and the amounts listed below - however as i am pretty sure that you will only have paperwork from Esporta, that you might find that a little difficult.



If i do not receive a refund within the next 14 days - i will be persuing this matter in the small claims courts as you are in breach of any contracts signed as you are not providing said services - ie swimming pool, and local gym to me.



I still want my £50 back and also require £20 as a good will gesture for the inconvenience.



I would like this matter cleared up as soon as possible, and I await your reply



Many thanks
Pennie

---

From: Sheralynne Conlon [mailto:s.conlon@virginactive.co.uk]
Sent: Mon 03/04/2006 10:34
To: Thomas, Pennie
Cc: j.warden@virginactive.co.uk
Subject: RE: Virgin Active Membership

Dear Mrs Thomas,

Thank you for your email, I apologise for the delay in my response.



I have now had the opportunity to discuss the matter with the club and advise that according to our records you requested to freeze your membership until February 2006, therefore your membership would automatically go live 1st February 2006.



Virgin Active do not send reminder letters as have received much feedback from other members to advise that too much paper is being sent from our offices. Virgin Active also believe that monies spent producing and sending these letters is better spent in reinvestment into the club, which in turn benefits the members.



Therefore I am unable to offer any refunds in connection with this matter.

Regards



Sheralynne Conlon

Office Manager – Head Office

---

From: Pennie
Sent: 31 March 2006 15:24
To: s.conlon@virginactive.co.uk
Cc: j.warden@virginactive.co.uk
Subject: Virgin Active Membership



Dear Sheralynne



I understand you are expecting my email.



I have been dealing with Janice who has been most helpful.



I was a member of Esporta. I paused my membership while I was pregnant as was unable to exercise. My membership was re-activated in February without a courtesy letter. I was unaware as no payment had been taken from my account. In March £100 was taken. I was a bit surprised and contacted your Crawley branch to see why. I was then told that the payment for Feb had been rejected so you had taken for March as well.



I was a bit cross at this as at no time had I been told that my membership was reactivated. I then received a flyer from Esporta, Brighton and realised that I could no longer use their facilities. I live in Hove (nr Brighton) and the main reason for joining Esporta in the first place was because I would then be able to use the gym at the weekend - not now though



After much correspondence with Janice, she agreed to refund the fees for February (thank you), but was unwilling to refund for March. I would only have used the gym for swimming with my children - but your pool is out of order! When I raised this with Janice she replied



'... We are not at present providing refunds for members, as they are on an incentive scheme. They have a card which gets stamped everytime they come in and each stamp is then worth £1 for the inconvenience. At present the club is nearing the end of its building work which should be completed by the middle of April. The club will definately be worth the wait and money by the time we have completed the upgrade. Thank you again for your email, please feel free to come down to the club and view the latest developments....'



I have also been made aware of dissatisfaction from many other members at my workplace, because of the state of the gym, also because you have changed the lockers from deposit to padlock (with no warning, and that you 'handily' sell them on the front desk), and I know for a fact that more than one member will be leaving you in the near future.



I now want my £50 back and also require £20 as a good will gesture for the inconvenience - as I must let you know that I may seek legal advise in the legality of your company charging me for a membership to a health club that I have not joined, or signed a contract with (remember I joined Esporta) with much reduced facilities.



I would like this matter cleared up as soon as possible.



Many thanks

go4it

"for those members that only use the pool - we will freeze membership at a significantly reduced cost."

- this is ridculous. Members are being forced to pay for not having a pool available. It should be freeze membership at NO COST to members.

Basically VA want to change the gym and pool. Yet, they still want to make money, so they are doing both at the same time.

Virgin Active do not send reminder letters as have received much feedback from other members to advise that too much paper is being sent from our offices. Virgin Active also believe that monies spent producing and sending these letters is better spent in reinvestment into the club, which in turn benefits the members.

- absolute codswallop. It saves them money.

If you don't have success PM me and I will call them and sort them out. They don't mess with me as I know stuff they don't want the public to know.

Scarlet_Fever

Dear Mrs Thomas,



Thanks for your email, as detailed in previous correspondence unfortunately our Managing Director is unable to review, discuss or respond directly to all complaints arising from the clubs and therefore a procedure has been introduced whereby complaints are handled at club level by the General Manager. If it cannot be resolved at the club the matter is raised at Head Office, in writing addressed to myself, once received I investigate the matter with the General Manager and use the information held on our membership database and if required liaise with the Managing Director and then respond on his behalf.



I confirm in your particular situation that the matter has been reviewed by me and I have also discussed with the Managing Director and unfortunately the situation remains unchanged.



I am sorry if you feel that we have not met your specific requirements but would like to take this opportunity to thank you for your feedback.

Regards



Sheralynne Conlon

---

From: Thomas, Pennie [mailto:Pennie.Thomas@ace-ina.com]
Sent: 10 May 2006 14:16
To: s.conlon@virginactive.co.uk
Subject: RE: Virgin Active Membership



Dear Ms Conlon



Is Mr Faragher-Thomas too busy to talk to your customers? If so - please advise who his boss is.



I must say - i have never had such bad customer services, and i imagine you have quite a few customers from Ace insurance, who i will be happy to share my experiences with.



Many thanks

Pennie

---

From: Sheralynne Conlon [mailto:s.conlon@virginactive.co.uk]
Sent: Wed 10/05/2006 13:58
To: Thomas, Pennie
Subject: RE: Virgin Active Membership

Dear Mrs Thomas

Please be advised that your complaint has been dealt with by the Managing Director, a Mr Faragher Thomas, who I am assistant to and have responded accordingly on his behalf.

Regards

Sheralynne Conlon

---

From: Thomas, Pennie [mailto:Pennie.Thomas@ace-ina.com]
Sent: 10 May 2006 13:39
To: s.conlon@virginactive.co.uk
Subject: RE: Virgin Active Membership



Dear Ms Conlon



Please provide me with the name of the person now dealing with this complaint.



Many thanks

Pennie Thomas

---

From: Sheralynne Conlon [mailto:s.conlon@virginactive.co.uk]
Sent: Wed 10/05/2006 12:41
To: Thomas, Pennie
Cc: s.conlon@virginactive.co.uk
Subject: RE: Virgin Active Membership

Dear Mrs Thomas,



I have discussed this matter with the Managing Director again this morning and he apologizes for the delay in his response, but as perhaps you can appreciate being the Managing Director he is unable to respond directly to all members correspondence as spends a majority of his time traveling and attending company issues. Therefore Virgin Active have established a complaints procedure whereby club related issues are managed by the General Manager of the relevant club and they are financially and operationally responsible for the running of their club.



If however the matter cannot be resolved at club level it can be raised at Head Office and is normally received in writing addressed to myself, once received I will discuss the issues with the Managing Director and respond on his behalf.



Please be advised that after careful review of this issue again, I can confirm that the Managing Director is entirely happy with the original decision made in my email to you dated 3rd April and advise that we are unable to refund any further monies in connection with this matter.



Regards



Sheralynne Conlon

---

From: Thomas, Pennie [mailto:Pennie.Thomas@ace-ina.com]
Sent: 10 May 2006 10:26
To: s.conlon@virginactive.co.uk
Subject: RE: Virgin Active Membership



Dear Ms Conlon



I have not yet heard from your boss can you please provide his/her name and email address by reply as over a month is not really an acceptable time to wait.



I still want my £50 back and also require £50 as a good will gesture for the inconvenience.





I would like this matter cleared up as soon as possible.



Many thanks

Financial Analyst



ACE International, Ashdown House, 125 High Street, Crawley, West Sussex, RH10 1DQ

---

From: Sheralynne Conlon [mailto:s.conlon@virginactive.co.uk]
Sent: Mon 03/04/2006 15:09
To: Thomas, Pennie
Subject: RE: Virgin Active Membership

Dear Mrs Thomas

I have forwarded all correspondence to the UK Managing Director as per your request

Regards

Sheralynne Conlon

Office Manager – Head Office

---

From: Thomas, Pennie [mailto:Pennie.Thomas@ace-ina.com]
Sent: 03 April 2006 15:07
To: s.conlon@virginactive.co.uk
Subject: RE: Virgin Active Membership



Dear Ms Conlon



Please forward all correspondence to your boss -



Many thanks

Pennie Thomas

---

From: Sheralynne Conlon [mailto:s.conlon@virginactive.co.uk]
Sent: Mon 03/04/2006 14:36
To: Thomas, Pennie
Subject: RE: Virgin Active Membership

Dear Mrs Thomas



I am sorry that you are unhappy with my response, I am unfortunately unable to supply the email address of my boss (UK Managing Director) and would advise that you can either send the email to me and I will forward to him, or I can forward all correspondence to date or you can write to him, I have detailed below the address for your convenience.



Virgin Active

21 North Fourth Street

Central Milton Keynes

MK9 1HL



Regards

Scarlet_Fever

Dear Mrs


Thanks for your email, as detailed in previous correspondence unfortunately our Managing Director is unable to review, discuss or respond directly to all complaints arising from the clubs and therefore a procedure has been introduced whereby complaints are handled at club level by the General Manager. If it cannot be resolved at the club the matter is raised at Head Office, in writing addressed to myself, once received I investigate the matter with the General Manager and use the information held on our membership database and if required liaise with the Managing Director and then respond on his behalf.



I confirm in your particular situation that the matter has been reviewed by me and I have also discussed with the Managing Director and unfortunately the situation remains unchanged.



I am sorry if you feel that we have not met your specific requirements but would like to take this opportunity to thank you for your feedback.

Regards



Sheralynne Conlon

---

From:
Sent: 10 May 2006 14:16
To: s.conlon@virginactive.co.uk
Subject: RE: Virgin Active Membership



Dear Ms Conlon



Is Mr Faragher-Thomas too busy to talk to your customers? If so - please advise who his boss is.



I must say - i have never had such bad customer services, and i imagine you have quite a few customers from Ace insurance, who i will be happy to share my experiences with.



Many thanks

XXX

---

From: Sheralynne Conlon [mailto:s.conlon@virginactive.co.uk]
Sent: Wed 10/05/2006 13:58
To:
Subject: RE: Virgin Active Membership

Dear Mrs xxxx

Please be advised that your complaint has been dealt with by the Managing Director, a Mr Faragher Thomas, who I am assistant to and have responded accordingly on his behalf.

Regards

Sheralynne Conlon

---

From: [mailto:XXX.Thomas@ace-ina.com] [mailto:xxxx
Sent: 10 May 2006 13:39
To: s.conlon@virginactive.co.uk
Subject: RE: Virgin Active Membership



Dear Ms Conlon



Please provide me with the name of the person now dealing with this complaint.



Many thanks

XXX Thomas

---

From: Sheralynne Conlon [mailto:s.conlon@virginactive.co.uk]
Sent: Wed 10/05/2006 12:41
To:
Cc: s.conlon@virginactive.co.uk
Subject: RE: Virgin Active Membership

Dear Mrs xxxx,



I have discussed this matter with the Managing Director again this morning and he apologizes for the delay in his response, but as perhaps you can appreciate being the Managing Director he is unable to respond directly to all members correspondence as spends a majority of his time traveling and attending company issues. Therefore Virgin Active have established a complaints procedure whereby club related issues are managed by the General Manager of the relevant club and they are financially and operationally responsible for the running of their club.



If however the matter cannot be resolved at club level it can be raised at Head Office and is normally received in writing addressed to myself, once received I will discuss the issues with the Managing Director and respond on his behalf.



Please be advised that after careful review of this issue again, I can confirm that the Managing Director is entirely happy with the original decision made in my email to you dated 3rd April and advise that we are unable to refund any further monies in connection with this matter.



Regards



Sheralynne Conlon

---

From: [mailto:XXX.Thomas@ace-ina.com] [mailto:xxxx
Sent: 10 May 2006 10:26
To: s.conlon@virginactive.co.uk
Subject: RE: Virgin Active Membership



Dear Ms Conlon



I have not yet heard from your boss can you please provide his/her name and email address by reply as over a month is not really an acceptable time to wait.



I still want my £50 back and also require £50 as a good will gesture for the inconvenience.





I would like this matter cleared up as soon as possible.



Many thanks
XXX Thomas
Financial Analyst



ACE International, Ashdown House, 125 High Street, Crawley, West Sussex, RH10 1DQ

---

From: Sheralynne Conlon [mailto:s.conlon@virginactive.co.uk]
Sent: Mon 03/04/2006 15:09
To:
Subject: RE: Virgin Active Membership

Dear Mrs xxxx

I have forwarded all correspondence to the UK Managing Director as per your request

Regards

Sheralynne Conlon

Office Manager – Head Office

---

From: [mailto:XXX.Thomas@ace-ina.com] [mailto:xxxx
Sent: 03 April 2006 15:07
To: s.conlon@virginactive.co.uk
Subject: RE: Virgin Active Membership



Dear Ms Conlon



Please forward all correspondence to your boss -



Many thanks

XXX Thomas

---

From: Sheralynne Conlon [mailto:s.conlon@virginactive.co.uk]
Sent: Mon 03/04/2006 14:36
To:
Subject: RE: Virgin Active Membership

Dear Mrs xxxx



I am sorry that you are unhappy with my response, I am unfortunately unable to supply the email address of my boss (UK Managing Director) and would advise that you can either send the email to me and I will forward to him, or I can forward all correspondence to date or you can write to him, I have detailed below the address for your convenience.



Virgin Active

21 North Fourth Street

Central Milton Keynes

MK9 1HL



Regards

Scarlet_Fever

i have just emailed loads of address in virgin active


f.reed@virgin.co.uk; r.branson@virgin.co.uk; RA Restore; r.FaragherThomas@virgin.co.uk
Cc: a.jackson@virgin.co.uk; Haynes, Deborah; 'info@virginactive.co.uk'; 'it@virginactive.co.uk'; 'ls@virginactive.co.uk'; 'de@virginactive.co.uk'; 'ed@virginactive.co.uk'; 'gw@virginactive.co.uk'; 'is@virginactive.co.uk'; 'lc@virginactive.co.uk'; 'mn@virginactive.co.uk'; 'ma@virginactive.co.uk'; 'mk@virginactive.co.uk'; 'nn@virginactive.co.uk'; 'no@virginactive.co.uk'; 'pn@virginactive.co.uk'; 'sh@virginactive.co.uk'; 'so@virginactive.co.uk'; 'sp@virginactive.co.uk'; 'th@virginactive.co.uk'; 'ww@virginactive.co.uk'; 'wl@virginactive.co.uk'; 'pr@virginactive.co.uk'; 'recruitment@virginactive.co.uk'

LondonDiva

If the money was taken out via direct debit, contact your bank and advise them that a fraudulent dedeuction was made from you raccount.

under the dd guarantee, the bank must refund immediately and it is up to them to sort out with the company.

Ellie2758

Hmm, interesting. I was talking to somebody who works for our local Virgin Active today. It is another ex-Esporta. She says it has gone downhill and they are going for a cheap and cheerful option. They have closed the hair and beauty side of it.

Scarlet_Fever

LondonDiva wrote:

If the money was taken out via direct debit, contact your bank and advise them that a fraudulent dedeuction was made from you raccount.

under the dd guarantee, the bank must refund immediately and it is up to them to sort out with the company.

will this work???? they gave me back £50.... - oh well lets see

Scarlet_Fever

actually - they shouldnt have taken the money from that account as all my DDs had been moved to my new account.... i'll give it a go!