“Virgin Active has terribly gone down… They have reduced the classes, clearly making cuts in the wrong places while spending for things not necessary (e.g. the new app). Its now virtually impossible to reach them by phone, the new app is really really badly designed (the old one was fine), the music in the class v bad (because they dint want to pay royalties). They spend money though on cosmetic changes -no doubt to attract new members.
Can’t they put in charge somebody who actually understands how a gym work?!!!”
“Customer Service of Virgin Active: On more than one occasion, I was spoken to with a condescending tone, as if I was inconveniencing them by asking to resolve my issue. It’s shocking that a company would allow their representatives to treat customers this way, especially when it’s an issue caused by their errors.
I was promised multiple times that my issue would be resolved and a manager would get in touch but those promises were never kept.
Overall, the customer service at Virgin Active is appalling. They show no regard for their customers and seem completely disinterested in addressing even the simplest of issues. I would strongly advise anyone considering doing business with them to think twice—you’ll likely be left frustrated and disappointed, just as I have been.”
“As a former part time spin instructor the decision to terminate their PRS PPL music licence - something public venues require by law to have in order to use commercial music for teaching and to be played onsite- has led to a greatly diminished class experience , with many classes cancelled and the best instructors resigning
Replacing it with something called "royalty free" music may have cut operating costs but at the expense of happy and motivated members who attend classes where awesome music with the right energy is the KEY ELEMENT and indispensable tool for instructors to deliver class workouts to high standards
Royalty free music is horrendous, unusable and totally devoid of any intensity and most of all , is unrecognisable - there is nothing like being in a class and hearing songs that you know and can sing and work to as part of the overall class experience!
Virgin, you badly need to reverse this decision and give the fee paying members something back for their loyalty and dedication as well as restore your tarnished reputation and retain your most gifted instructors!”
“Starting April 1st, 2024, Virgin Active has made the decision to replace commercial music with low-grade elevator tunes for exercise sessions. This choice has left many members feeling frustrated and uninspired, with some even walking out of classes. For those who find music crucial for motivation, it might be wise to avoid Virgin Active. Personally, once my contract expires, I'll be seeking alternatives elsewhere.”
“Virgin active fulham pools
Very dirty poolside hairs etc
Blasts of cold air con whilst I was swimming g in .I'd December. Probably for the staff who were huddled in a doorway altogether chatting. They have chairs either side of pool so life guards can see more clearly and the whole pool. These 4 were huddled and chatting. Also I wonder why predominantly 20 + staff. In fact I haven't seen a 30, plus in age on poolside at all. Or reception for that matter. The changing room floor were very clean as were toilets. I work in industry for 20 plus years and would not join this particular centre.”
“I had an awful experience with Virgin Active. Despite following the cancellation process as per our agreement, they conveniently chose to ignore it and I faced five months of bullying and harrassment for payment, including from a debt collection company. The lack of professionalism, the dishonesty and their treatment of customers is just shocking. Although they finally acknowledged my cancellation and the fact that I didn't owe them any money, it took 5 months of stress, which I could have done without.”
“Complaint to ICO re GDPR breach -Virgin Active refuse to delete my personal data and have banned me for life from public pool and Virgin Active because a guest traumatized me and I complained!!!
VIRGIN IS THE HEALTHCLUB FROM HELL
I COMPLAINED TO ICO TODAY because Virgin Active, Lillie Rd, London SW6 7ST have been refusing to delete my personal data.
GDPR BREACH: Because my swimming pool did not reopen after the first lockdown, I went daily to the PUBLIC swimming pool in Fulham which is managed by Virgin Active. While swimming one day I was traumatized by a mentally handicapped young woman who moved, spat, jumped and issued terrible noises that scared, agitated and upset me. Because I complained to Virgin Active staff, I was insulted and threatened by the furious mother and banned from the public swimming pool. I only found out that I was banned when I came for my daily swim. My son was disabled and died, so it is very vicious to accuse me of discriminating against anyone who is disabled.
Virgin Active put an incident note next to my name which is visible on all Virgin Active data and clubs and systems.
I did sent an email to Virgin data protection office and to their management, and got no reply. Why are Virgin keeping me data on their system and banning me for life?
Virgin Active Hammersmith where I was a member for over 5 years 5 years ago, is also still holding my personal data with my old address without my knowledge and consent.
I never got a reply to my request sent to Virgin Active Management and their data request office:
"Subject: VERY URGENT - GDPR BREACH by Virgin Active--
I am over 60, have been a member for five years or so previously at your Virgin Active Club at Hammersmith and I have been a member at another
public swimming pool which is now closed due to the Corona virus issue.
Just to explain my situation:
I am disabled with a disabled pass and heavy mobility issues. I do a.o. also suffer from thrombosis.
I am 24/7 in pain and discomfort.
I had a son who was disabled and died
I have beeen going to the PUBLIC swimming pool at Lille Road because my pool is still closed. I had no issues. There are probably at least 10 people. some of them regulars, who can vouch for my good character and behaviour. Some weeks ago, I asked your staff at the PUBLIC swimming pool which you manage at Lille Road in Hammersmith for help because there was a young girl in the pool. The girl has a mental issue. she was making noises and behaving in a way that traumatized me. While I was swimming, I heard the noises the girl was making and they were scary and frigthening and I got into panic. This is why I called your staff and asked them for help.
I got also traumatized by seeing the strongly haired legs of the girl popping up uncontrollaby while I was swimming my normal rounds. The legs look like men's legs on a female body and this was extremely disturbing for me to watch. She was in my lane and nobody supervised her. There was a social worker but she did not take duty of care. She was allowing the girl to do everything. She also encouraged the girl to jump into the pool from the side which is forbidden
I told your staff that I was not feeling well. I made it clear that to me the girl triggered traumas....The mother of the girl came to me while I was swimming on another day and assaulted and theatened me verbally from the pool side. She said she would kill me and that I would regret what I had done. She said she would finish me and that she would make my life hell. She said she hates me. She went on and on. I asked the lifeguard on duty for help...."
RESULT OF GDPR BREACH: Now Virgin lied to me when I repeatedly asked them to delete my data from their system and assured me that they would, I did not expect to meet the devil when I signed up 2 days go with Virgin Active over the phone. I received no receipt, no contract,no membership card. The man who signed me up lied and lied. He also assigned me to the wrong club without my consent and knowledge. I only found out when I came to the club that he did not sign me up to Hammersmith but to Fulham. I was shocked. Hammersmith refused to issue me a membership card but said I can come in without one. I had obviously paid to have a membership card.
Today I spent 4 hours today on the phone trying to resolve the issue. Then I cancelled my membership. Today I was told I cannot go to the club. Why? Because there is a note of an incident next to my name. What is scary is that Virgin believe that we, the public, cannot get at them and that they can do with is what they want and breach GDPR and defame innocent people. Virgin had no legal right to ban me from a public pool in the first place. Virgin believe they are above the law and moral conduct and that they can be as evil as they want to because no one can touch them. But, thankfully, there is Trustpilot. I have not received a refund, used the club once, and paid 132 Pounds. I cancelled my direct debit though. Will I get my money back? I do not think so. I WILL NEVER BUY ANYTHING FROM VIRGIN AGAIN.”
“Complaint to ICO re GDPR breach -Virgin Active refuse to delete my personal data and have banned me for life from public pool and Virgin Active because a guest traumatized me and I complained!!!
VIRGIN IS THE HEALTHCLUB FROM HELL
I COMPLAINED TO ICO TODAY because Virgin Active, Lillie Rd, London SW6 7ST have been refusing to delete my personal data.
GDPR BREACH: Because my swimming pool did not reopen after the first lockdown, I went daily to the PUBLIC swimming pool in Fulham which is managed by Virgin Active. While swimming one day I was traumatized by a mentally handicapped young woman who moved, spat, jumped and issued terrible noises that scared, agitated and upset me. Because I complained to Virgin Active staff, I was insulted and threatened by the furious mother and banned from the public swimming pool. I only found out that I was banned when I came for my daily swim. My son was disabled and died, so it is very vicious to accuse me of discriminating against anyone who is disabled.
Virgin Active put an incident note next to my name which is visible on all Virgin Active data and clubs and systems.
I did sent an email to Virgin data protection office and to their management, and got no reply. Why are Virgin keeping me data on their system and banning me for life?
Virgin Active Hammersmith where I was a member for over 5 years 5 years ago, is also still holding my personal data with my old address without my knowledge and consent.
I never got a reply to my request sent to Virgin Active Management and their data request office.
Some weeks ago, I asked your staff for help because there was a young girl in the pool. The girl has a mental issue. she was making noises and behaving in a way that traumatized me. While I was swimming, I heard the noises the girl was making and they were scary and frigthening and I got into panic. This is why I called your staff and asked them for help.
I got also traumatized by seeing the strongly haired legs of the girl popping up uncontrollaby while I was swimming my normal rounds. The legs look like men's legs on a female body and this was extremely disturbing for me to watch. She was in my lane and nobody supervised her. There was a social worker but she did not take duty of care. She was allowing the girl to do everything. She also encouraged the girl to jump into the pool from the side which is forbidden
I told your staff that I was not feeling well. I made it clear that to me the girl triggered traumas....The mother of the girl came to me while I was swimming on another day and assaulted and theatened me verbally from the pool side. She said she would kill me and that I would regret what I had done. She said she would finish me and that she would make my life hell. She said she hates me. She went on and on. I asked the lifeguard on duty for help...."
RESULT OF GDPR BREACH: Now Virgin lied to me when I repeatedly asked them to delete my data from their system and assured me that they would, I did not expect to meet the devil when I signed up 2 days go with Virgin Active over the phone. I received no receipt, no contract,no membership card. The man who signed me up lied and lied. He also assigned me to the wrong club without my consent and knowledge. I only found out when I came to the club that he did not sign me up to Hammersmith but to Fulham. I was shocked. Hammersmith refused to issue me a membership card but said I can come in without one. I had obviously paid to have a membership card.. I WILL NEVER BUY ANYTHING FROM VIRGIN AGAIN.”
“Appalling Customer Service & Dishonest!
I planned to leave the Wimbledon Worple Road club due to a price hike. I was told, if I didn't leave, they would allow me to continue on my previous rate. Now six months later, I want to leave and they've told me by agreeing to my old price - I've now been signed up for another 12 months! I was never told this, and I would never have agreed to this. I have asked for proof that this fixed contract was mentioned to me but Jade - the customer service agent, will not answer any of my questions. As someone who was a member for years, and cancelling because I'm moving away, I would expect some level of consideration. I've been a paying member for over three years. It's clear by all the horrible reviews, that they aren't a company anyone should endure. Avoid, avoid, avoid!”
