Virgin Active Membership

chendriksen

I've had a really bad experience with a Virgin Active gym, and despite emailing the club and complaining, they didn't really seem to care about my problems. I was wondering who else I could complain to, as I'm really unhappy about what has happened with my membership

When I initially contacted the gym about membership, I explained my
situation, that I was a student, at home for 2 months, and needed membership for a few clubs across London. I was given a call back from somebody from the membership team, who explained to me that a Student membership, for 3 months, would be the best option for meeting my needs.

I signed up for this membership and started using the gym, but a few days later I went to another club and was told that I did not have sufficient membership to enter. I then returned to my home club to ask about this, and was told that my membership type did not permit me to access other clubs, unless I paid an additional fee each time. Something I had originally been told was included when signing up.

At this point, I asked for my membership to be changed. But I was told this was not possible because I had signed a contract. I had not actually signed a contract at this point, so one was quickly presented to me. When I disputed signing it, as obviously there were discrepancies between what I had been told and what I was actually receiving in my membership, I was told I had no choice but to sign the contract, as my membership could not be changed or cancelled.

Another aspect of the membership I was never made aware of was it's continuation beyond the 3 month period. I have not visited the gym since early september, but I have been charged £200 since then. I only just realised when checking my bank account a few weeks ago.

I just am extremely dissatisfied with the membership experience I have had. Most of what I was told by the membership team turned out to be untrue, and when I have complained they just hid behind the contract I signed (even before I signed it!!).

I would like to complain to somebody about my experiences. I feel that the service I have received from Virgin Active has been unacceptable. There is no contact email for head office.

timbstoke

Did you sign? This is important. If you signed after becoming aware of the problems, then you have accepted the situation - you were aware that you couldn't use other gyms when you signed the contract. If you haven't, just stop paying them and tell them you no longer wish to be a member.

Generally, gym memberships aren't credit agreements, so there isn't usually any cooling off period either.

The lesson here: NEVER sign something you don't agree with.

Former_MSE_Andrea

Hi

Virgin Active's asked us to post a reply on here. MSE doesn't endorse anything a company says on the Forum.

Sorry to hear you feel that your experience with Virgin Active wasn't as good as it should have been and you were sold a membership that didn't meet your needs. With this lower price membership unfortunately multiclub access is not included and that's why you would have been refused entry at clubs other than one you first joined up with. This definitely should have been explained during your joining experience and I'm sorry to hear that it wasn't.

With any membership at any time you are able to transfer to another membership option as we fully understand that circumstances may change, however it would need to be on a membership with the same time commitment contract. All of our contracts are rolling contracts unless cancelled before the 17th of the last month of commitment. This also should have been pointed out during your joining experience and would have been initialled in the T's & C's of your contract.

Please rest assured that your concerns have been heard and action has been taken to make sure the proper joining experience is given to every new member. If you would like to discuss this further please don't hesitate to get in touch with our head office member relations team at memberfeedback@virginactive.co.uk.