Virgin Active Gym Waterstone Village — Local services in Somerset West

Worst experience I've ever had with a company. I would give it a 0-star review if I could.

I had my account frozen (which is then only 1/5 the full fee) a while ago. Suddenly, I am charged the full membership fee. Apparently, you can only freeze your account for 3 months at a time. THIS WAS NEVER EXPLAINED TO ME WHEN I HAD MY ACCOUNT FROZEN.

I tried for weeks to call their help number. I sent many, many emails, and never heard back from them. Virgin Active kept trying to charge me the full fee despite me doing everything I could to reach out to them. I came to them in good faith; I didn't ask for a full refund, I was more than happy to pay the fee for a frozen account. I only wanted the difference back.

I finally cancelled my membership. Even after that Virgin Active tried again to charge me the full fee. I went to the bank and cancelled the debit order.

The one thing I will say is that there were a few employees (at the Waterstone branch as well as the Sanctuary branch) who understood my situation and did their best to help me, and I am thankful to them. Unfortunately, their efforts were offset by this terrible experience.

Do not sign with...

Yes, a one-star review without even entering the club. I went as far as the front desk and looked at that hall of machines. I didn't find that inviting. But this is about pricing and the front lady's information she gave to my questions. I wanted to find out if I could come to the gym once a week for a workout (because I live 45 minutes away, but desperate enough to drive that distance). The lady at the desk confirmed that they offered single entry tickets. She didn't know the price and went to call a number. That someone on the phone told her it would be R375 for the whole day. Now, who stays at the gym the entire day? I said, I would probably be there for 60-90 minutes. No, that would also be R375, she responded. And, she added, from 1st January the prices would change. It would then be R400. So, I argued, if I came four times in a month, I'd spend more than the monthly subscription of R1500 (which I found on the Virgin Active homepage). It caused her to add that the monthly subscription would also go up next year. It would then be R2500 a month. That's when I left to...

I’m absolutely furious and struggling to find the words to explain just how upset I am. As a loyal member of Virgin Active Waterstone, I pay a significant amount to be a part of that gym, and this incident made my blood boil. We all know how expensive gym memberships are, and on top of that, we have to spend even more on gym clothes—don’t even get me started on how pricey those can be.

Last week, I took a shower at the gym and accidentally left my clothes on the door. I fully acknowledge that it was my mistake, and I understand that not everyone can be trusted to return your belongings. But what really blew my mind was how the situation was handled.

The staff member literally told me that whenever I see the girl with my clothes on, I should just forgive her—the girl who clearly stole my clothes.

I’m just stunned by how little care they showed for the situation.

Please be mindful of your belongings, as we are working out in an area with potential...