What a nightmare, this company has turned into. Most of its clubs are run by people who have either not been trained to deliver good customer service or are just useless and cheap labour picked on the pavement. One such example is in Cricklewood near my work place. One has to go there to experience the mess. Most staffs have been there so long, that they have turned this gym into their own, i.e. no customer care at all, rude and always grumpy. Adding insult to injury, there are two elderly oriental guys [members] who spread an air of bullying, which case has been reported to the management, instead of dealing with these two Masters, they laughed off your report. Most of the equipments are out of order, maintenance guy by the name of Taylor who has no idea how to resolve these, is another example of sheer uselessness. If one has to speak about the countless failures, a book can be written. So guys from experience, make sure if you are to join any Virgin active Club, you get what you pay for and stand up for your rights