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

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Virgin Active Health Clubs - www.virginactive.co.uk
★★☆☆☆
1.6
18.0% of users recommend this
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Latest Reviews

“Disgrace service”

★☆☆☆☆

written by SonnyPeck407 on 20/08/2023

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.

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“Virgin Active Fulham- Swimming Lessons- Kids- AVOID”

★☆☆☆☆

written by Sheai313 on 30/03/2023

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

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“Bad Experience”

★☆☆☆☆

written by Vasile666 on 15/12/2022

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.

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“You will seriously regret it.”

★☆☆☆☆

written by Dantel on 06/07/2022

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.

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“Twickenham virgin active”

★☆☆☆☆

written by Newellsta on 07/03/2022

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

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“Canary riverside”

★☆☆☆☆

written by 433Goodman on 25/11/2021

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.

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“VIRGIN IS THE HEALTHCLUB FROM HELL I COMPLAINED TO ICO...”

★☆☆☆☆

written by Jay1967 on 04/12/2020

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.

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“Menagement doesn’t reply to emails of complain. ”

★☆☆☆☆

written by ParkerCook384 on 26/04/2018

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.

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“why are renovations of Kensington branch taking so long?”

★★★☆☆

written by RossiItalian188 on 25/01/2018

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

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“Virgin Active solihull is filthy dirty”

★☆☆☆☆

written by Don-Chelsea on 09/08/2017

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.

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“Poor facilities, poor customer service”

★☆☆☆☆

written by Havenz321 on 10/07/2017

Take my advice. Avoid signing anything with virgin. It's gyms are uncared for, broken equipment and facilities out of action for weeks. Staff chatting, not caring for customers or taking time to keep things working or fixed. Any complaints are ignored or passed on to someone else who passes it back . They assume you will give up fighting your case and walk away. I was told there is no funding for restoring, upgrading or mending facilities. It's over priced and grubby.

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“Excuses ”

★☆☆☆☆

written by JohnPembridgeHore on 30/05/2017

Virgin Active are employing people who do not take accountability or ownership of an issue. I should be a corporate member for virgin active Twickenham, but they have failed to action this. This has cost me over £300. When I asked at Virgin Twickenham I got excuses after excuses. They employ idiots. I am going to join different gym(not Virgin) I may be paying more but at least they will employ adults. I do not know if it is incompetence or just arrogance of a big organisation who just simply doesn't care because they are too big?? My advice, "Never join Virgin Active"

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“Terrible security measures in Kensington Virgin Active”

★☆☆☆☆

written by on 29/04/2017

I am a member of Kensington Virgin Active. I have tried to address my complaint to the club 3 times already and unfortunately I couldn’t get any call back from anyone therefore I decided to share with you the very unpleasant experience that I had with virgin active. Wednesday night I came to the gym around 6:45pm and stayed for exactly for 1 hour. When I go back to changing room my locker was open, my combination lock wasn’t even there and my coat, watch, wallet and phones were missing. I was really shocked and extremely upset with the whole thing. The thing that annoyed me more was the attitude of the stuff. I have been told that these things happens quiet often and it is unfortunately normal, since there are no cameras in the changing rooms there is very limited they can do. The manager didn't even bother to ask if there was any eye witness. I called the police and reported the incident. Later I also found that same thing happened previous week as well which made me more upset as there wasn’t any sign or warning about the incident that happened. I am aware of the fact that the club has no liability over the stuff stolen in the changing rooms however I find extremely poor and totally unacceptable the fact that the club didn’t take any action whatsoever to prevent it and the stuff’s attitude indicating that this is such a normal incident. Although I don’t have much hope, I have tried to call 3 times since Wednesday to get an update on the situation sadly no one could give me any update. I didn’t even get a courtesy call from Virgin Active which I found even more frustrated. I honestly doesn’t want to believe that this how Virgin treats to its members but after what I have been through I don’t have any faith in the virgin active.

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“Very Unprofessional Service!”

★☆☆☆☆

written by ShafiqChoudry on 30/03/2017

I went to see the club which looked great. Spoke to staff who welcomed me to email them so I could arrange a week's pass to try out the gym to see how it would work out for me compared to the gym I attend at the moment (DW Brooklands). When I emailed requesting a day pass as I didn't think it was necessary for a week pass as I would know from my 1 time there, they refused, saying they no longer offer passes. Not so much an issue they don't do free passes, but why suggest to me to request a free WEEK'S pass and when I request a DAY pass I get refused. I would say that is really poor not professional at all.

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“Racist in Thailand”

★☆☆☆☆

written by Braydonv24 on 17/03/2017

Virgin Active Thailand is managed and run extreemly poorly for the price. Members are treated very unequally. If you are a national and wealthy and connected you can break the rules consistantly. Westerners are treated to a different standard and often ignored when lodging a complaint. Discrimination is rampant and obvious.

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“Acton - lethal”

★☆☆☆☆

written by on 01/02/2017

I was a guest member today at this gym. I have little to compare against but wanted to flag up what I thought was good and then the opposite: Parking facilities - good, reception - willing and cheerful. Aqua class - OK but surpised that members were allowed to join a class up to 25 minutes after start of class. In fact 4 members joined late out of 16. Ladies changing room - very wet floors and lots of debris on floor that staff member was clearing up with very good grace - thank you. Steam room experience - SHOCKING - full of soap as member was washing himself and was surprised that I objected. Member of staff threw bucket of water to sluice it away. Three more members of staff entered steam room, told him it was not allowed and then left - so said person carried on as before - huge safety breach as steam room lethal. Why didn't 3 members of staff remove the person? - Therefore my rating would have to be influenced by this breach of safety and it's not a place I would wish to return to. Is this what you get for your money?

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“Cancellation Pressure”

★☆☆☆☆

written by on 18/10/2016

I contacted Virgin (both over the telephone to their call centre and also the club I attended to advise them that due to physical illness I had been advised by my specialist that I was not in a position to attend. I was asked to provide a letter from my specialist to confirm this - I have asked my specialist to do this however unsurprisingly this is not at the top of his priorities - he is dealing with sick patients after all. Virgin have continued to pressure me for this information and in the meantime have not cancelled my membership or even put it on hold and I received a letter from their debt agency today telling me that I had to pay otherwise they would take out legal proceedings. As someone that is unwell and trying to deal with this I think it is disgusting the way that Virgin have treated me - basically it is all about the money for them and the way they treat you when they get you to sign up is certainly different from when you want to cancel. I would recommend steering clear and going elsewhere

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“Best club”

★★★★★

written by 393Flood on 06/10/2016

Virgin active Wandsworth smugglers way best ever , very grateful management and friendly , lifeguard always asking if we need any help . Very nice and clean poolside . Large swimming pool and two jacuzzi amazing facility .

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Paigecamp's Comment

Written on: 10/10/2016

I love Wandsworth smugglers way , me and my boyfriend went last week, really lovely club friendly staff

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“Promise fulfilled - great Pool”

★★★★★

written by MichelleDixon on 30/09/2016

Best swim ever at Mill Hill last night, water was soft and clean, pool was clean, not too crowded, fantastic! I am now a converted member and swimmer and looking forward to getting fitter and fitter with a bi or tri-weekly swim. A big shout out to my MC thank you it was great!!

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“Can it get any worse?”

★☆☆☆☆

written by 169Gregory on 20/09/2016

I, with my family have been a member for just over 18 months. There are no facilities for children. Managers last for circa 6 months. Cleaning happens occasionally. The children's pool is rarely open. Today the life guard was cleaning the changing room. The sauna was closed. The duty manager was clueless. My wife has cancelled her membership. I am not far behind.

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