Virgin Active Personal Training Direct Debit Cancellation

f.r.4.n

I joined Virgin Active about 2 or 3 months ago, I initially had a Personal Training (PT) taster session with one of their Personal Trainers. After that session I decided to buy a "Starter Pack" which included to PT session. The girl who was training me had some family issues and she left the gym so I was transferred onto another Trainer. I had to session with her, and it was great, so i decided to go on a Direct Debit contract for 3 months to have 4 sessions a month with her. this was set up on the 4th of this month and due to start on the 1 on June.

Unfortunately, Virgin is now saying that my Trainer will not be able to train me due to a change on their rules, I haven't had any sessions yet, and no money has been taken out of my account. So I have asked the manager to cancel my Direct debit as I don't want to start all over again with someone new, get used to that new trainer and build a relationship, to which she replied, I could not do, because of the contract.

I have all the paper work, and it says "Personal Training by Direct Debit can only be cancelled after 3 full payments have been completed" and below also states All cancellations need to be made by the 17th of the current month, by filling a change of circumstances form available from your club reception. but i have only been notified of this today 19th of May.

I have called my bank to cancel the direct debit, but it has not being processed yet. I have to go talk to the manager tomorrow morning.

Where do I stand? I feel like it is my right to cancel when they have made changes and I do not feel comfortable with them, specially when I am not in the middle of the contract or even at the end of it. I havent even started yet!

please advice!!!

LUCY_3-2

If you do not get a result from the Clubs General Manager contact the CEO and Financial Director at head office in writing - make a fuss and take it higher. I used to work in a gym, and I have been a member of a few too (and had membership disputes with them) and from experience you will usually get a result by doing this if your circumstances for comlpaint are legitimate and the club is at fault or providing bad customer service!

sabz3008

This is strange, I'm a member at Virgin Active and the only time they impose a three month contract or twelve month is when you're paying your monthly membership fee. The £150 per month PT's can be cancelled before the 17th of each month for the following month...I know this because I had PT sessions for one month and cancelled for the next...It's not worth the money!...As Lucy has said, contact the clubs general manager.

But as it's the 19th now, your contract remains that you will need to pay for PT sessions for next month...Their argument is that they provide you with an alternative PT and this is all within your contract (As far as I remember)...But anyway, your membership manager will usually sort these problems out, they do anything not to lose members!

I wouldn't advise cancelling the direct debit, because Virgin DO chase up on that kind of thing! Talk to your membership manager first!

Former_MSE_Alana

Hi,

We have received this response from Virgin Active. MSE doesn't endorse anything a company may say on the forum.

"Hi there I am a Member Realtions Correspondent for VAUK and would like to sort out your direct debit query. There has been a mistake here and I would like to help you resolve it. If you could email me at heather@virginactive.co.uk the details I will contact the club and see what we can do."

sabz3008

Direct debit query... Hmm, OP, whatever you do, do NOT hand out any bank details via e-mail..If this heather from VA is real, then your membership number should do.