Virgin Active Health Clubs - www.virginactive.co.uk

Disgraceful service, I tried to complain and they cancelled my account using a false excuse. Very poor customer service and they do not look after their customers. The staff were very rude including the head of service. I would recommend Nuffield and David Lloyds. Virgin active have lost their touch completely. I am now having to change my partners membership and few people that I was planning to recommend using Virgin Active.

Virgin Active Fulham- Swimming Lessons- Kids,

Term starting from September to December 22, they cancelled all the lessons one day before and ended up by freezing the lessons. They charged me 3 months and they've never answered to my endless emails and calls and when I finally had someone on the phone, he was very unprofessional.

I AM VERY ANGRY- PLEASE AVOID

I am a man, 47 years old, a child and a wife, and I have ADHD.

Due to the fact that I have this form of ADHD Diagnosed with Attention Deficit Hyperactivity Disorder (ADHD) Generalized anxiety, Avoidant personality disorder and Dependent personality disorder, I have difficulties with work because after covid the job I was doing, massage, no longer works, my wife went to work in another place and I was left alone and it is very difficult emotionally because there is no one to help me when I have problems and there are no more clients at most 1, 2 per week, which means 150 pounds at most 200 per month.

I decided to take a Personal Trainer course, my wife paid 260 paunts for me and my i pay 260 pound , and I started the course, when I started taking the written tests I got a high mark but at the practical one I told the instructor that I need a little quieter environment because I have ADHD, then he looked at me strangely and started to behave differently. It created a very aggressive environment during the test and I got agitated and confused, I finished the test and at the end I was told that you are sorry, but out of about 30 people in the course, I didn't take the test. I asked what is happening now... will I be able to give it another time or will I get my money back? He answered that he doesn't know and it's none of his business.

I have sent several emails to see what they are doing with me, that it is not fair to lose the money paid and that it would be fair either to give me more opportunities to take the test or to receive my money back. The wife also called and they said that it is not their job to look for bosses. No one has answered my email for a month now and I don't know what to do? Give me some advice on how to solve this situation! Is it really right for a person with ADHD to be put in special difficulty and not have any rights? I am attaching the contract and the payments.

After all this situation, I had panic attacks and went into depression and I ended up in the psychiatric emergency twice, my state of health degenerated very much. I tried to contact you many times, but practically I did not receive any answer. From September 8th until December 15th, I don't know anything about my situation. I gave money which for my family is a lot and besides the fact that they deceived me and emotionally destroy me through indifference. If anyone can help me with advice on what to do, please contact me.

The gym in Mill Hill is absolutely filthy. Members urinate and sometimes defecate in the showers. The gym is far too overcrowded at all hours of the day. The pool is full of snot and urine. It is also full of children who frequently invade the adult swimming lanes and prevent you from swimming while the staff just sit there and watch everything without keeping order. When you do make a complaint the staff just intimidate you and ignore you. One particular staff member, a chubby Romanian guy, is overly rude and aggressive towards members. He thinks that he owns the gym because the management gives him and other staff free reign to throw their weight around and do what they want.

No words can describe how the managers deal with this here, absolutely appalling, fed up of paying for a service they can't deliver, disgusting service

For the premium price you pay, here is what you actually get v what is advertised. PROS: Swimming pool, view, Spa when its working, and the PTs. CONS: Restricted use of pool die to kids in the morning, Cancellation process difficult, most parts of the club not been refurbished in a decade, showers worn, mould In jacuzzi roof, old wood in saunarium, rubber roof of steam room a hazard of being drenched and burnt by piping hot water that collects when door is closed, barely any steams most of the time, Dwindling services and prolonged periods where services are unavailable/broken/awaiting repairs yet no prior notification or price reduction, Closing times getting earlier, Robes and molton brown products were infrequently provided and have ceased due to "covid" now. Towels are rationed, changing rooms are often dirty with used towels all over the floor. Membership services often allow prospective members from outside they are showing round to walk in spa areas without blue shoes where members walk barefeet.

On occasions you will leave more stressed than when you arrived.

The staff (excluding the PTs) are abysmal, uneducated about policies and constantly rude & aggressive to members. Members who complain have their accounts terminated immediately. Males cant expect privacy in male changing room as a female supervisor feels she can constantly walk in. CEO is terrible as his Customer Service/relations is terrible. The club manager, is poor and rude.Terrible management.

VIRGIN IS THE HEALTHCLUB FROM HELL

I COMPLAINED TO ICO TODAY because Virgin Active, London SW6 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. They stole 132 Pounds from me.

Have been a member for 18 years from the opening . Never been so unhappy with the way managers treat members, never reply to emails of complains about classes. There is a teacher who only comes when he wants, taking time off, for no reason, I complained to all managers , but nobody really cares. The reply from the studio manager, when I talk to them, was, He got the right to have other projects. If someone is not able to come and do their classes, he should t be there in the first place.

We are constantly having onother person to cover, in the end, why he is not given this classes, nstead of the teacher, who doesn’t seem to be interested. I am deeply disappointed, because this 2 classes are the only, but the only reason I pay £130 er mo th fee, and we have no guarantee the 2 classes are on .

Extremely unhappy with the studio manager, never seen anything like that for 18 years, total disrespect .

The studio is very crowded, and as we don’t have enough of this particular dance class, very uncomfortable with to many people throwing arms around. Why can’t we have more classes, to suit e erybody.

Won’t be recommending this club to any of my friends, and lots of them like dance, but there is no much point.

I think they should close Virgin Kensington and finish all the works - at the moment its a health and safety issue ...the mixed hot tub is empty of water for days/weeks now as ceiling could collapse from water coming from the new showers (half of these have been taped up and cant be used)...what team of workmen were hired? the club is filthy...dust in lockers and all over stairways and floors and lift floor...I dont see any air purifiers being used....wires are hanging from ceiling by swimming pool and holes in ceiling open ....the work has been going on now since November I think - the ladies' sauna and steam room isnt finished yet ....close it all and reopen once finished I suggest thanks

I have made numerous complaints about this club that I have been a member of for many years.

Members shave in the sauna in the mornings and I caught a member filing the skin off his feet with an automatic pomil stone in the sauna. People cut their toe nails in the changing rooms with toe clippings every where. Sinks in men's changing room are filthy and stained with grime. Bogysnot on glass shower curtains. Urinals smelly and the toilet doors slashed with dirt.

Managers and supervisors are a joke and do nothing when ever i have complained.

Spa ceiling flaking paint.

This is the most dirtiest club in the country as I have visited many in the past.

Managers should do hourly daily checks of these critical areas as hygiene is paramount. Most of the dirt could be cleaned up if they employed a dedicated cleaner

instead of using teenage life guards who have nothing better to do as they are paid peanuts.

Shame on Virgin Active. Richard Branson would be horrified if he saw the pictures and video footage i have of the state of things.

I would certainly not recommend people joining Solihull unless they get their act together.

There should be big signs in men's changing rooms which clearly state members who shave will be banned for life if caught shaving in the spa.

I would be very happy for Any Virgin Active Manager to contact me to see my videos and photos of the state of this club.