I have been a member of Virgin Active for years before changing my membership to a diamond membership when I realised I was paying considerably more than some friends were. I am a trained lawyer and I was simply told that there was a 12 month contract but that it was a rolling contract so that it would carry on after the initial 12 months.I was not told that I would be locked in for another 12 months. While in my 2nd year I enquired about changing my membership to off peak and was told by reception I would have to wait until August before I could change it. I contacted them today (October) and have been told I will have to wait until next August before I can change. I spoke with the New Zealand girl there and quite frankly had the most enormous row with her. I explained that I was never told what a rolling contract was, my understanding is that it was a 12 month tie in and then it went on a month by month basis. Secondly when I enquired about the change I was told I would have to wait to August why wasnt I told that I would have to come in and ensure it was done in August failing which the contract renewed for another 12 months. On two occassions they therfore failed to explain the contract to me. I suggested they look at the training of their staff on this point (on all other points they are excellent) but she flatly refused to see that there had been any f ault on their part. Quite frankly this stinks of an unfair contract and mis selling and I m surprised that no one seems to have posted that they have succeeded in their argument. It was an argument over £120 and as a family we have spent over £7000 over the years I was more than surprised at the lack of movement on their part, they obviously dont seem to mind losing customers or is it that they know that their customers have to diarise the aniversary of the membership and then within a 17 day period cancell it and that most people are either too busy or disorganised to do this and so they have got you for another 12 months .I hate the way they are so secretive about their membership fees in general, they definetely push the diamond membership at you as the best one for you, but really it is the same thing as a 12 month fixed but with a hidden tie in and Im sure they dont even tell you what the price differential is just that the diamond is cheaper and that the price is fixed for life (although if you look in the small print thats not true either it goes up if inflation above 5% or changes in vat).I am going to look into this futher and will be grateful if anyone can let me know whather they have succeeded.

I joined the thundesley club in August 2007, I had a membership for myself and my two children. At the time of joining I specified that I could only afford to pay for a year and that I only wanted a year's contract. I therefore only paid for 12 months then stopped paying and stopped using the gym. This morning I have received a letter from a debt collecting agency asking me for £529.50 on behalf of you. I am appalled, I am not trained in legal matters and didn't understand the terms and conditions but I did ask the salesperson to clarify the situation and the saleperson who sold me this contract stated that I had only joined for 12 months and would not be liable for any more payments. I only paid for a year because I knew I would not be able to afford any more payments. I have no money to pay this £529.50. I have not used the gym since August 2008 and now I am going to be taken to court because I was mis-sold this contract. I am not hiding or trying to shirk my debts but I think this is unjust and unfair. I have always believed the Virgin group of companies to be fair, honest and just. Am I wrong?
I have searched the web in vain for a name and contact details for someone I can complain to - can anybody help me please?

I entered an agreement of a gym membership at Virgin Active (Cape Town South Africa) for a period of 1 year. I have checked on the complaintsboard.com and found that there are many consumers who have this complaint.

After my year contract ended, funds were being deducted from my account on a continued monthly basis even though i was overseas and i was not accessing the gym for these months and even 2 months prior to leaving i was not accessing the gym. When opening the account, i was not informed that this membership would continue after the 1 year. I find this to be very misleading to consumers.

2/3 Months after returning, i received a call saying that i owe certain amount for the monthly deductions. Surely if a member hasn't been accessing the gym, there is a valid reason and why would any person let money be deducted from their account when all it takes is a call or a letter being sent to cancel the ongoing membership after this year.

Finally, to conclude. I recently opened a new membership with Virgin Active, assuming this previous issue which i had last heard from in October 2005 was resolved. Virgin Active NOW, opens a new membership for me and i pay my joining fee, then when i came to access the gym, my card was denied. Not only did they make me drive all the way out to gym, but this was an embarrassing experience too.

They now say that i need to pay this outstanding amount before i can access the gym again. Even though i don't mind paying this fee, i should NOT have to pay this.

In my view, they are very misleading in their approach and i am extremely unsatisfied with this service.

I thank you for viewing my complaint.

Best Regards,
Ameen
Waterside Place
South Gate
Carl Cronje' Drive
Tyger Valley
7536