Discontent Virgin Active customers call for action

NELSPRUIT – Many customers of Virgin Active are unhappy with how this gym is being managed and feel that problems are reoccurring and not being addressed.

Most members received an SMS on Thursday January 30, stating that it had no water or air conditioner due to a burst water pipe. A week later, nothing seems to have been done.

The sound system in Studio 1 hasn’t been functioning properly for more than four months. After numerous complaints, instructors are still grumpy. Other issues ae machines being out of order, no senior staff available on the floor and the old equipment the local Virgin Active still makes use of.

Ms Les Aupiais, head strategic communications manager of the Virgin Active group says that it is very concerned that some of the members have expressed unhappiness over its operating standards and equipment, but wishes to assure them that the problems are being addressed.

“With reference to the quality of the air conditioning, we are in the process of replacing the old existing PVC pipes that were part of the original building structure. In order to replace them with the steel pipes that we have on order, we have to switch the entire system off. We made the decision that in this peak summer season, we would run the existing air-conditioning unit at less than optimum level until the weather cools, rather than switch it off altogether for a major overhaul,” Aupiais said.

She has, however, said that at no time has the water supply been out for a full week as they would have had to close down the gym completely, but there have been some challenges. “One of our pipes burst and that caused a three-hour delay. Supply of municipal water from Mbombela was interrupted three times and these lasted several hours. We brought water for members at this time so they could at least train and keep up their hydration levels.”

Regarding the sound system that has been less than satisfactory and led to a demand from the supplier, a full replacement was installed and is now working.

The head of property projects has flown to Nelspruit for an on-site inspection and has given the green light for the following course of action:

• The gym will immediately order the replacement of the V-cycle bikes, as well as all strength and cardio equipment. However, it has been informed of substantial work planned for the centre, equipment can only be replaced when the landlord’s work has been completed. Any dust from construction can cause substantial damage to the equipment. Right now though, it has arranged to have the Technogym service agents come out to ensure that the current cardio equipment is working optimally.

• During the work on the general property, the entrance and reception will be relocated and therefore upgraded. At this time, the food and beverage offering will be upgraded with a Kauai outlet in line with the other Virgin Active Clubs.

• It is are also upgrading the Club V children’s offering – which is good news for parents.