Virgin Active Head Office Reviews

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I’m extremely disappointed with how Virgin Active has handled my membership and the complete lack of care shown throughout a difficult period in my life. I’ve been a member since February 2023. In early 2024, during an overwhelming time, I stopped attending the gym without cancelling my membership. At the time, I was paying £67.48 per month with an annual commitment. In March 2024, Virgin Active emailed me about changes to my membership. I didn’t see these emails and, because I didn’t reply, they automatically began increasing my monthly fee — eventually reaching £148 — without any follow-up call or confirmation. That’s more than double my original fee. When I returned to the gym in January 2025 and noticed the overcharge, I immediately raised the issue. I spoke with Lanya, the Membership Manager at the Chiswick branch, who told me they would request a refund of the difference (from August 2024 onwards) if I recommitted to an annual plan — at the new rate of £72.50/month. I followed up weekly for months but got no answer. Instead, I was told to “be patient” and made to feel as if following up was unreasonable. Meanwhile, they continued charging me £148/month — even after I had clearly stated my intention to switch to the lower rate. Later, Dan, the General Manager, told me that because the emails had been “opened,” the charges were valid — regardless of whether I had actually read or understood them. Eventually, I received an email from Jonny, the Head of Customer Relations, offering a £226 “goodwill gesture.” They refused to refund the full amount I was overcharged and considered the case closed. Frankly, calling this a goodwill gesture was offensive. That amount was not a kind gesture — it was a partial reimbursement for money I was clearly overcharged while waiting for them to process my request. And worse — despite this being promised in March, I still haven’t received the £226, despite repeated chasing. The lack of communication, ownership, and basic customer care is embarrassing. I’ve been a loyal member, but this experience has left me feeling completely undervalued. Virgin Active seems more focused on quietly increasing fees than actually supporting or respecting their members. I would not recommend Virgin Active to anyone expecting fairness, transparency, or decent customer service.