All Virtuagym Reviews
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Oliver
Verified reviewer
Health, Wellness and Fitness, 2-10 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2018
BUSINESS PLANNING AND CUSTOMER SUPPORT
My business model required a software where we can prescribe and schedule exercise for business travellers and the Virtugym software has way exceeded our expectations and in fact has shaped our business plan much more than we could of antipated.
PROSThe software is extremely versatile which has shaped the business direction of our physical activity intervention for the corporate market. The number of exercises and activities listed in the library is amazing, you can really shape your fitness programming to any demographic, we specialise in corporate health and the library provides everything and more for our exercise prescription. Finally, I find that the using the animated personal trainer is really motivating for clients as they are not intimidated by a perfectly toned personal trainer, which can be demotivating, this tool enables you to look at the character and visualise that you can do the exercise demonstrated by looking at an illustration.
CONSIn the membership phase of setting up the software, it would be useful if you can delete membership you no longer wish to keep active, you can only disable them. However, when I asked a member of the customer support team did explain that other users accidentally deleted memberships, so this is why Virtuagym implemented the disable option. So I guess the users need to be more carefull.
Vendor Response
Hi Oliver, Thank you so much for your amazing review and the time you took to write it! We are so happy that you and your customers are happy with our product. Of course, we are aware that we can always improve and therefore customers like you who spend time to give us valuable feedback are truly important to us. Hopefully we'll be able to find a more elegant solution to the membership deletion in the future! If you have any more feedback for us, please do not hesitate to reach out to us via chat or email! - Anna, Virtuagym Client Success Department
Replied August 2018
Nancy
Health, Wellness and Fitness, 1 employee
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2020
Virtuagym for the solo business owner
They have been really receptive. When their rates did go up - I thought here we go again - and I would be switching software but we found a solution.
PROSI run boutique private training studio, as well run group classes at another facility. Because I am a sole operator, in my research many of these services can be too expensive as they are geared for gyms and bigger studios. Virtuagym worked with me to design a package that met my needs and I really appreciate that.
CONSThe report system is geared towards gyms and recruiting new members. I have had the same members for years so would love to see reports broken down by product sold each month vs new members.
Reasons for switching to Virtuagym
Mind body increased their rates substantially, which really impacts the small business owner. The only option I had with Mindbody was to cut out features of the package I was using to lower my overall cost, which meant I would have no monthly reports or be able to track group classes and token usage which was integral for me.
Vendor Response
Dear Nancy, Thank you for sharing your thoughts about our services! We're thrilled to hear that you found an all in one solution for your business to drive results and success while keeping it affordable. Your comments are very valuable to us, which is why we'd like to encourage you to continue providing us with feedback and ideas for us to improve the system every time we can! You can email us at support@virtuagym.com with suggestions such as the one you mentioned about reports and we'll be glad to embrace your petitions. With warm regards, Your Virtuagym Family!
Replied August 2020
Joost
Hospital & Health Care, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
2
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
2
Reviewed June 2016
VG can be big
I like VG because it offers it all. In the beginning the development went very fast, but lately I didn't see a lot of improvements. The small details make VG hard to work with. And also for training, I don't like it. It's to complex The supportservice is great and doing the best they can. I hope the development will show some results in the next year.
PROSVirtuagym tries to be a total sollution, and will be that. But for no it's "in progress". Has a lot to offer. The foodapp is great Customer administrations is good, but need a lot of solvings Roster app is great. Easy overview of groupsessons and PT. Extra pay options are good.
CONSTrainingsapp is to difficult to use. Takes to much time to search for excersises. App is not ready for Ipad. Customer administrations is not perfect, but for that goal it has to be perfect. It's so unhandy that you cannot undo your actions. Coachingapp is not usable to coach. I want to get a sigh when it's my cliënts birthday, when they want or need contact with an instructor. Taskapp is not easy to use.
Vendor Response
Hi Joost, thank you for your honest and elaborate feedback! We are very sorry to hear that you feel Virtuagym is not offering the things you need as a total package at this point. Lately we have focused a lot of attention on creating new option in our Financial part. For example, we now offer recurring online payments for the whole world! Next to that, we've had updates like iCal/Google Calendar connection with the scheduling app, scanning your POS items with a barcode scanner, more check-in options and in the next update you'll see we've been working hard on a Walkthrough system for new (and existing) customers! In the upcoming months, we expect to release more features regarding invoices, but also a new Schedule and of course the long awaited Workout Editor. We are still working on that, it's just a huge project! We'd love to have a call to talk about important things you feel are missing and how we could improve your experience. I will contact you later this week! Regards, Floor
Replied July 2016
MWJ
Sports, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed January 2024
Good platform for personal trainers
Good platform for personal trainers. We have used it for several years for nutrition and training plans. Easy to use and good support when needed.
CONSThere are some features that could be added such as online courses, in-app messenger, and the loading speed could be improved.
Jessica
Health, Wellness and Fitness, 1 employee
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed December 2021
I love this product for my fitness studio!
I really appreciated the thorough training across multiple weeks on setting up the software to align with my brand & how to use it the way that best fits my needs as a small town fitness studio. The customer has been fabulous if I ever need to reach out, and my customers seem to enjoy the app experience. It’s great to have a community area that’s away from social media for them, plus they can track their progress & receive extra coaching from me there. It’s been a crucial part of my operation of a small, class-based boutique fitness studio over the last year!
PROSI like that I have a custom app for my members to book the classes we schedule, and that it handles all of the transactions for memberships, goods, & services digitally. I don’t have a cash register in my fitness studio, and everyone can use this app.
CONSMy biggest struggles with the software are mainly due to tech issues to fully utilize the software AND represent all that I want to in the app, which are probably more due to user error.
Reason for choosing Virtuagym
The quick & helpful response to trying out the software + the customization options won me over.
Vendor Response
Hello Jessica, Thank you for taking the time to leave such a valuable review. We work very hard to ensure we provide our customers with a high-notch product, so we are very appreciative to know that our efforts have been paying off. As for the difficulties you have had, you can always reach out to us at support@virtuagym.com for assistance and we will be glad to help! Team Virtuagym
Replied December 2021
Valarie
Health, Wellness and Fitness, 11-50 employees
Used daily for less than 6 months
OVERALL RATING:
3
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
2
FUNCTIONALITY
3
Reviewed July 2020
Great for clients, not yet great for the business end
We were super excited when we found this software, and thought it could do everything we needed. But as we got into the set up and transferring from our old system it was honestly a bit of a let down. It is a better experience for our clients and that is why we are sticking with it but really hope to see some development on the back end side of it so it allows us to more easily run our business.
PROSThe customer side of this is great. Being able to adjust the app as we want and the ability to program for clients right in the app is awesome. We are getting great reviews from our clients.
CONSThe business side of things need some work. There are very simple functions that the system can not yet do like; limit sale of a membership, integrate scheduling types (appointments, classes, enrollments), adjust membership and invoice dates (after expiry, adjusting payment processing...), payroll report function. It makes it a lot harder on our end to manage our business.
Reason for choosing Virtuagym
We THOUGHT it would do everything we needed and was some bonuses on the client side.
Reasons for switching to Virtuagym
We were not happy with the price increases of MB and the current functionality
Vendor Response
Dear Valarie, Thank you for sharing your Virtuagym experience! We're glad to hear that our all in one solution has allowed your business to connect with your members while driving engagement and revenue. Also, your feedback is very relevant to us as we continue to strive to become the most complete and functional solution for our clients. Let us remind you to reach out whenever you need us by emailing our support team at support@virtuagym.com we'll make sure to address all questions and keep in mind any suggestions you may have to improve the system overall. With warm regards, Your Virtuagym family!
Replied July 2020
Amy
Health, Wellness and Fitness, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
2
EASE OF USE
2
VALUE FOR MONEY
3
CUSTOMER SUPPORT
1
FUNCTIONALITY
3
Reviewed January 2020
The WORST Customer Service ever....but really good App based system for workout tracking
I was attracted to them for their features, which I have not found a comparable replacement (maybe I'll will try programming my own in the future), but honestly, it is never going to be a one-stop shop as I was hoping with the way their system is going. I absolutely DREAD talking to their customer support system as they are very ignorant and stubborn about their policies, I think there have been a few people [SENSITIVE CONTENT HIDDEN] who have been understanding of our issues and actually tried to help. Everyone else seems to think that our problems are not their problem, and don't really take the time to truly understand their own software. Payment system is absolute crap, you're better off using a different system like Stripe or Square. Their scheduling went down for a whole day and all we got was a "SORRY" e-mail. I mean...our customers were unable to book for a whole day which is several hundred dollars in revenue and that's all you can say? We switched to a different booking software when that happened. But I will most likely keep virtuagym for the fun features they have like the workout tracking and such (and also because I am inadvertently locked in for a 1-year contract that was never fully explained and keeps increasing because no one will take the charges off....yay.)
PROSTheir workout trackers are awesome. I love that they integrate with different companies (though maybe not particularly well) as I was trying to set up an integration with AccuroFit and after two month, it still seems they cannot figure out how to do this. I purchased their recommended bioimpedance scales which is great because we are able to run gym challenges, and members love being able to track their lifting workouts and have a workout player whenever they want. We regularly use the community portal aspects of the software and the app based system makes it easy to talk to members and send notifications about specific things.
CONSTheir salespeople are good. Good enough that with their features alone they can convince you to purchase a YEAR LONG subscription without trying it out. By the way, they don't ever explain to you what features you're paying for or when your pricing goes up, why that happened because you accidentally made some changes that affect your subscription. The customer support team/on-boarding team is absolutely dismal. From day 1, I felt like I was explaining to their support how their system worked. They have no idea what is going on and they basically give you 2 30 min phone calls and expect you to figure it out on your own (when they can't even figure it out). I wanted to setup a system that allowed for different credits and booking based on levels and their onboarding specialist asked me during our first phone call "What software did you switch from and why?" I explained that I switched from WellnessLiving and what I liked about them and person managing our account told me "Well maybe you should have stuck with them." They have an difficult system for trying to reach anyone to answer your questions. They use Zendesk, which is both incredibly confusing as it goes into (how I understand it) a central e-mail system which can take them 1-3 days to get back to you. At which point, they respond with very unhelpful advice or flat out ignorance. Also, their pay service integration sucks. It is very difficult to use them for bookkeeping and POS and I ended up just resorting to Square.
Reason for choosing Virtuagym
Price point and available features, including integrated community and workout trackers
Reasons for switching to Virtuagym
Needed more interactive community features and better integration with other products.
Vendor Response
Dear Amy, We are glad to hear that you are enjoying the Tracking and the Community modules of our system but are devastated to hear that you had such negative experience with the service that you had received. We would love to reach out to you and see how we can improve the situation. Please check your in-box :)
Replied February 2020
Brian
Health, Wellness and Fitness, 1 employee
Used daily for less than 12 months
OVERALL RATING:
3
EASE OF USE
2
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed September 2020
Not Ideal for Small Business Users
I wasn't happy with the onboarding process as training was mostly independent and delay response time from support team. There was no option to buy out of 12 month agreement due to dissatisfaction with the product so you're left with a product that you dread to use. Only made use of their software for a couple months before switching to another product. Currently waiting for terms of agreement to expire so I don't have to see my account being billed by them.
PROSI enjoyed the community board feature where updates can be posted in real time to the group/clients which promotes interaction. The app user friendly according to member feedback.
CONSNot ideal for martial arts based businesses. The templates and features within the software seem catered more towards larger chain gyms/health clubs to track fitness stats important to personal training and traditional group fitness classes. The initial sales call made it appear that it would be easier for a small business to use, but it didn't feel like that at all.
Reason for choosing Virtuagym
I only considered this product because I was on a time crunch for my Grand Opening and I needed something simple (which it was not) and something inexpensive.
Reasons for switching to Virtuagym
Way more user friendly. Onboarding was a more pleasant experience very timely responses from support staff. Setting up workflow management and students was extremely easy. Way less stress in how this manages my business
Vendor Response
Dear Brian, Thank you for providing us with your valuable feedback. We are glad to hear that our community and engagement module has become such a great tool for you to connect with your members! Our main goal is to continue improving while providing our clients with the most seamless and complete all-in-one solution package. Your feedback will be definitely taken into consideration. If you ever need assistance, you can always reach out to us at support@virtuagym.com, we will be happy to help! With warm regards, The Virtuagym Team!
Replied September 2020
Dan
Health, Wellness and Fitness, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed December 2021
Happy with our service
It has been very beneficial to every day use. From setting up new membership to taking payments
PROSWas easy to set up with the one on one help going over all features and way to use them. It make our book keeping easy and membership and payment management is awesome.
CONSTech support not available 24/7 if there is a problem can take days to fix. One of the features my members like most was when they scanned in at gym door it greeted them by name and told them how many credits they had left. One day it just stopped showing and after many phone calls still not back up.
Reason for choosing Virtuagym
After spending days and walk throughs with several different companies Virtuagym stood out.
Reasons for switching to Virtuagym
Had to track membership in to many places and separate place for door system and separate for payments
Vendor Response
Dear Dan, Thank you for providing us with your valuable insight. We are glad to hear about your positive experience with Virtuagym, and your feedback will be, of course, taken into consideration. As for the issue you mentioned you have been experiencing with the check-in system, please feel welcome to email us at support@virtuagym.com so we can look further into this and help you find a resolution! Team Virtuagym
Replied December 2021
Allie
Health, Wellness and Fitness, 1 employee
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed December 2021
Great tool for Personal Trainers
I’ve had a great experience between the Programming and the customer service.
PROSThe ability to create workouts with avatars for clients.
CONSSchedule integration is a little confusing between the scheduler and Appointment Schedule. It would be a lot easier to manage if they communicated or were combined.
Reason for choosing Virtuagym
MINDBODY did not have the ability to create workouts with avatars and focused more on classes than individual clients from what I saw.
Vendor Response
Dear Allie, Thank you very much for taking the time to share your feedback with us. We are thrilled to know that you have used the Coach module in such a good way. Lastly, merging the schedule and the appointment schedule is already part of our roadmap, so we will notify you, and the rest of our clients when this has been implemented. Please feel free to contact us at support@virtuagym.com if you need assistance. Team Virtuagym
Replied December 2021
Lina
Health, Wellness and Fitness, 2-10 employees
Used daily for less than 6 months
OVERALL RATING:
2
EASE OF USE
2
VALUE FOR MONEY
2
CUSTOMER SUPPORT
5
FUNCTIONALITY
2
Reviewed December 2019
What a nightmare
It’s been nothing but a headache and super frustrating.
PROSSounds cool with so many features, customer support is nice and helpful.
CONSFirst of all t’s a pain to learn, it has all these features that instead of doing something right, they are all useless. Then since day one we had problems with it, creating embarrassing problems to our new members. From it not allowing members to signed up online, to charging their cards and not showing in our system, to having to get a different P.O.S system when at purchasing the system I was told it was going to work just fine but it was again useless. There are always issues I have to keep emailing support almost every week. Not sure how long they have been around but it seems like they are always fixing issues and have many features in Beta that might or might not work. On top you have to sign a 12 month agreement so you are pretty much stuck with them.
Reason for choosing Virtuagym
It sounded like it had everything in one system.
Vendor Response
Dear Lina, We are glad that you had found our customer service to be of comfort while experiencing some issues with the system. While Virtuagym has been around for 12 years, just as any daring and growing technology we do experience growing pains from time to time. But we never wish for it to impact our clients negatively. We had taken your feedback seriously and will work on improving our customer experience to the highest level. Thank You!
Replied February 2020
Colten
Health, Wellness and Fitness, 2-10 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed October 2021
Great customer service and timeliness!
Overall, I'm please with our new software company, Virtuagym. They've been able to answer any and all questions that we've had.
PROSI love how user-friendly Virtuagym has been. From the sign up process to the member management, the system is very easy to work with.
CONSThe transition from our previous software company to Virtuagym could've got a little easier, specifically talking about the transferring of payment methods. We're struggling to get ALL of our current members involved with the app and to set up their payment methods.
Reasons for switching to Virtuagym
We were looking for more of a user-friendly system for our employees. Not only that, we wanted more of a cost effective solution to get our members involved at the gym. Virtuagym has done that for us, and more!
Vendor Response
Dear Colten, Thank you for proving us with your valuable feedback! We work very hard to ensure we provide a high-notch and user-friendly system, so it truly means a lot to know that our efforts are paying off. On another note, we know that migrating to a new system might be hard, so please do not hesitate to contact us at support@virtuagym.com to better assist you with this matter. Again, we thank you for taking the time to rate us, we're very appreciative of your kind words. Team Virtuagym
Replied October 2021
Ryan
Health, Wellness and Fitness, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2017
By far the BEST training software for Fitness Professionals!
I have been using Virtuagym since April 2016.. I have used other platforms for my business (Mindbody, AmStatz, MyPTHub).. Virtuagym is on another level. There is a reason why they are internationally recognized and used by gyms around the WORLD. What sets them apart from any other service out there is there database of exercises and the ability to demonstrate each movement without having to be sent to a youtube video. The workout builder is awesome and very easy to use. The ONLY problem I can say about it is I wish there was a way to switch between reps vs time on exercises, and allow a way to create supersets & circuits. I have been able to easily work around that by just adding a note in the specific workouts I create. And their customer service has already confirmed them working on updating that portion of the software. Speaking of customer service.. They are amazing! You can call them anytime and speak to a real person! If you email them about an issue, someone replies within an hour. Scheduling clients is super easy. The app allows clients to register for their classes and automatically tracks remaining sessions/credits. The nutrition side is great for holding clients accountable and works similarly to myfitnesspal, but better, mainly because it is integrated with the workout portion of the program allowing clients to track calories burned/consumed. As the trainer it allows us to monitor each client individually allowing the info to remain private between trainer/client. The software also has a online portal allowing you to create "groups".. This allows you to separate members and easily communicate with your entire team. Overall I absolutely LOVE Virtuagym. Whether you're running a small studio (like me) or managing a large capacity box gym, investing in Virtuagym will instantly separate you from your "competition", especially with the custom mobile app! *****5 STARS ALL DAY! *****
PROSEverything! But most of all I like the Workout Builder. 2nd would be the "Online Portal"
CONSThe ONLY thing I wish they would update is the Workout Builder.. Offering buttons to more easily switch reps/time, type of workout (circuit, hiit, supersets). Also maybe a way to copy exercises if you are doing them more than once within a workout? Virtuagym has already confirmed they are working on updates. In the meantime I have been able to easily work around these by adding little notes within the specific workouts.
Vendor Response
Hi Ryan, thank you so much for your feedback! Just reading this made us feel proud about the hard work we all put into creating not only a great product but also cater each client's specific needs. As my colleagues have already confirmed, we are currently building a new version of the workout editor which will include many more different functions such as circuits and supersets. All best, Alkistis
Replied February 2017
Gregg
Health, Wellness and Fitness, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
2
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
3
Reviewed August 2020
COULD BE AWESOME BUT IT NOT
Lack honesty and integrity: they have been dishonest on a number of occassions adn never admit that they are lying to you. They promised us a payment provider other than PayPal in 2016, and we are still waiting. They dont seem to care that much for clients outside of The Netherlands. Very poor support: take too long to return communications, many customers IOS APP's have not been updated since 2018 when they claimed to have notified us all about a change in Apple App store policy and even after two years of apps not being updated they belived it was not their responsibility to assist their customers. During COVID closure they continued to charge full price and even took extra payments out of our account while we were closed and had no income.
PROSWORKOUT BUILDER Extensive exericse library and custom exercises (including videos) are easy to add. MOBILE APPS There are Andriod and IOS App for customers and a Coaching App for coaches to use. They are good when they work. MANY FEATURES They provide features for Club management, and for coaches and customers. Have not found another software company that address all three well.
CONSEXTREMELY OVERPRICED. Im a small owner operator and they charge me $300AUD a month. BUGS GALORE .It often has bugs and therefore doesnt work efficiently. IOS MOBILE APP - Has not been updated since 2018 and it has taken me over 2 months to get them to do it.
Reasons for switching to Virtuagym
At the time they had a much better quality product back in 2016.
Vendor Response
Hello Gregg, Thank you for your review. We're glad to hear that you find our workouts and coaching module easy to use along with the features we provide for club management. Your feedback is deeply appreciated, although we work very hard day by day trying to provide our clients with the top-notch service they deserve, there will be times in which technology will have us facing certain obstacles. The areas of opportunity you've mentioned will allow us to continue assessing our priorities with a better focus as we move along into a path of success. Let us remind you to reach out whenever you feel like it by emailing us at support@virtguagym.com we'll be ready to help! All the best. Virtuagym,
Replied August 2020
Amieris
Civic & Social Organization, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed December 2021
Thankful for this App!
Overall, our organization is happy with our choice to move to virtuagym. There are some features that we want to see the app develop into, but it offers a benefit to our internal team and clients.
PROS-The new business analytics feature is going to a wonderful asset to our team -Setting up the app was clear- we had a lot of support from the team -We are able to manage various calendars and systems -The system is very user friendly -There are clear ways to customize the experience -customer service is pretty responsive to the needs of our organization
CONS-We currently use Daxko billing software and the two systems do not naturally integrate. So our membership data doesn't track into Virtuagym -Programs aren't as customizable as we would like. Individuals have to have their own distinct log in and app in order to sign up for classes- it makes it difficult for doing open community events, or for parents/guardians to sign up their minor child to a class. (i.e people should be able to sign up for more than one slot. -The notifications/move reminders sent to clients-want to have that turned off -We had to work to have weight removed from the first questions that app asked -Overall, we want to have a more "holistic wellness" approach and this app is very normative in its approach to health.
Reasons for switching to Virtuagym
Neither of the product we were using were user friendly, or easy to manage on the back end. The apps weren't customizable and didn't provide any analytics.
Vendor Response
Dear Amieris, We are delighted to hear about your positive experience with us. It is exciting to know that our system has met your expectations! we work very hard to ensure we provide our customers with a very high-notch product, so we are very appreciative to know our efforts have been paying off. As for the integration with Daxko, this is not currently part of our system but we will, of course, take your feedback into consideration for future planning. Let us remind you to share any further questions and ideas by emailing us at support@virtuagym.com. Team Virtuagym
Replied February 2022
Sean
Health, Wellness and Fitness, 2-10 employees
Used daily for less than 6 months
OVERALL RATING:
2
EASE OF USE
2
VALUE FOR MONEY
2
CUSTOMER SUPPORT
2
FUNCTIONALITY
2
Reviewed January 2018
Not what i was told
Nothing
PROSThe functionality of the coaching app, is nice - That's it.
CONSI explicitly asked that when i purchased virtuagym, would it be possible for my clients to have a limited number of PT sessions on a weekly basis, starting on sunday and renewing on the following sunday....however i wanted them to be able to book at least 30-60 days in advance as my clients like to plan. I was told that this was possible and i would have help setting it up, this has not happened. I have had virtuagym since December and was looking to implement it into my gym facility by mid january, however due to the lack of help from support, i am no closer to getting what i need from the software. I even offered to pay virtuagym to set it up for me as i thought it may be me that was doing something wrong, they declined and their rep. stopped conversing over the support line. All i wanted was for my clients to book 1,2,3 or 4 Personal Training sessions per week, at least 30 days in advance - How can this be so hard..!!?? At the moment the system allows me to book 10 sessions in 10 days and i was told "That's ok, the client will be notified if they don´t have enough credits to attend the class" All i want is that the client can't book the class, i dont want them to book to be told nearer the time "sorry you don't have enough credits" they will turn up and say "but i booked and the system let me?" Very frustrating for a business owner and terrible customer service
Vendor Response
Hi Sean, Thanks for the time you spent to review our product. We're sincerely sorry if you are experiencing an unpleasant situation with the product and with our CS Team. We took a look at the conversations you had with our consultants over the last days, and we noticed that there was rather some confusion between the many questions asked and the many solutions provided, which inevitably leads to confusion and frustration. Our advise is to send one, fully detailed email to support@virtuagym.com, explaining exactly the challenges you are now experiencing, the way you would like to work with the system and - if you like - any improvement that you would like to see (maybe there are some features you aren't aware of yet!). Plus, with our live chat service, we can help you further with your real time queries. We believe that - this way - we can achieve a way more constructive communication, helping your business to take off with us! We stay at disposal. Your, CS Team
Replied February 2018
Jocelyn
Verified reviewer
Health, Wellness and Fitness, 1 employee
Used weekly for less than 2 years
OVERALL RATING:
1
EASE OF USE
2
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
1
Reviewed September 2019
Worst company I have ever dealt with!
Terrible, terrible terrible.
PROSIn the beginning, when I was signing up, they called a few times a week to check in on me. They were happy to hear my suggestions on things that I needed.....however...
CONSMy suggestions were not implemented. After my 1 yr contract was close to being done, I realized, this is not the software for my business anymore. When I used the contact form BEFORE my 1 yr mark, to ask how I go about cancelling my subscription (since there is NO easy way to do this and no information can be found about it). I received no contact back. I later then tried calling, leaving a voicemail. I then received an email TWO months after my initial contact for request on how to cancel! (and a long thread of back and forth) where the support staff has stated my term has automatically renewed and there is 'conveniently' no trace or evidence that I left a msg or used their contact form to request to cancel and I now owe another yr of subscription. I did NOT give consent to this, in fact the contrary. They have been completely disregarding that I even tried to contact them and just so happened to not contact me at all In the 2 months leading up to it. There is no where where I have consented to them renewing my contract at all. This is a complete scam and DO NOT use this this service at all!!
Vendor Response
Dear Jocelyn, We apologise for the misunderstanding but from what we can see, you had submitted your cancellation request through the end-user form. Our app is available for free to our end users and therefore if they wish to close their account, it is a simple form and it seems that it's exactly where you ended up. For our customers, when they accept the 12 months agreement, one of the things they have to agree to before the payment can be processed, is that the contract auto-renews after 12 months unless a cancelltion is submitted at least a month prior. It is, of course, unfortunate that such misunderstanding delayed our contact with you and we greatly appreciate your feedback on our process
Replied February 2020
Emm
Health, Wellness and Fitness, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed March 2020
Tick Performance
Being in another country does make it difficult to follow up with any issues
PROSI like the content and the presentation, back end content, and app store app
CONSI am still waiting for Ezidebit Aust to become apart of the integrations - I was initially informed it would be less than 1 year to onboarding but 2 years later I am still waiting.
Reasons for switching to Virtuagym
To access better back end content
Vendor Response
"Dear, Emm Thank you very much for your review! We are glad to hear that you find our content and presentation, positive aspects of Virtuagym. We would like to hear more about those areas of opportunity you feel we can continue to work on when it comes to better access to back end content. Unfortunately, our partnership with Ezidebit has been put on hold. With their current pause of payouts to clients, we are unsure when this can be picked up again. But we will make sure to keep you posted once there is a change in their situation. Please feel free to write to us at support@virtuagym.com using the code JA23872 in the subject line. Many thanks, Your Virtuagym Family"
Replied April 2020
Gary
Health, Wellness and Fitness, 1 employee
Used daily for less than 6 months
OVERALL RATING:
2
EASE OF USE
1
VALUE FOR MONEY
2
CUSTOMER SUPPORT
5
FUNCTIONALITY
1
Reviewed January 2022
Be very careful of the sales team.
Very poor if I’m honest, apart from the onboarding team who were fantastic, wouldn’t recommend due to how dishonest the sales team are and how poor the system is to actually coach, regretting moving away from TrueCoach. Might not have been the most glamorous software but they nailed the basics something virtuagym should take note of
PROSFrom a users perspective it’s good, has pretty much everything you want.
CONSThe sales team will mislead you and try yo get the sale over the line, I was told the app could do things that it couldn’t (even have the recording) and the sales team didn’t even hold their hand up and apologise, they just tried to shift the blame onto me and say I made assumptions, which was clearly wasn’t the case, as the recordings Cleary show. The app is missing the most basic features, no activity feed so you can easily keep track of what your clients have done, no notifications when a client completes a workout, no ability to comment on a clients work out or even the ability to reply to notes that they left, no notification when a client updates their metrics. Can’t message using the app. Software has easily added 3 hrs onto my day due to repetitive task's and now I have to do my coaching outside of the app in what’s app because of how bad it is.
Reason for choosing Virtuagym
Because your sales team lied to me.
Reasons for switching to Virtuagym
Because your sales team lied to me and told me the platform could do things it’s couldn’t
Vendor Response
Dear Gary, Thank you for bringing this to our attention. We are very sorry to hear that our product has not yet fulfilled your needs as presented during the sales process. We work very hard to ensure we provide high-notch software and high-quality customer service so it is indeed very sad to hear that your experience with us was not up to par. If you are open to discuss your experience further, please feel welcome to email us at support@virtuagym.com and we will be happy to work with you to find a resolution. Team Virtuagym
Replied February 2022
Allen
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
3
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2018
Customer retention and ease of communication was our primary goal this software smashed those goals
The fact that I can communicate with all my members in one place, schedule, take payments and have the full functionality of the finance section, but also add in as many staff members as needed specifically to their individual departments just Love this option. Great to track memberships and attendance as well as online option to our business. The support by far is AWESOME the team that looks after the UK clients are simply incredible and they go over and above to help and have worked late working on our system and to know that you have a full office pulling out all the stops to make things awesome for your business is such a relief. Telephone, email and chat feature are the support methods and when that office is shut other offices worldwide pick up the issue and assist so the support package is by far the best I've come across and without them I would have not stayed with the software. But they have gone above and beyond to help us get it right and that I value a lot, team is fantastic real-life hero's
CONSThe notifications are not very quick, and the apps are individual as opposed to being just one for portal, food and coaching. Lot to get head around at first but support is incredible
Vendor Response
Hi Allen, Thank you so much for your kind review! We are so happy to hear you're happy with our product and services. As a company, we try to improve and learn every single day and that is why your feedback is so incredibly important to us! We know what a daunting and difficult process it is to adapt and learn a new system. There is usually a lot to learn and not much time to do so - However, that is why we are here to help, assist, consult and guide you. Please do know that if you have any feedback or require any assistance from us we're happy to help! :) - Anna, Virtuagym Client Success Department
Replied August 2018
Narayan
Hospital & Health Care, 2-10 employees
Used daily for less than 6 months
OVERALL RATING:
2
EASE OF USE
2
VALUE FOR MONEY
1
CUSTOMER SUPPORT
4
FUNCTIONALITY
1
Reviewed July 2016
Don't pay and demand a trail before hand
So at the beginning I ask repeatedly if I could trail the app before signing up for 12 months. They never let me. They did do an online presentation with me and I was very impressed with all the features that were shown it had everything I needed so I payed it lump at the start a few hundred pounds and started to use the software. Straight away I realised it was such a bad mistake. It's not at all finished there's so many problems with it, after a week I found a client feedback page and realised I wasn't the only one finding it a nightmare to use... It's such a shame as they have thought of everything but it's not no where near ready yet and if you get your clients onto the software and the app your going to make yourself look incompetent. I tried to get into but no joy I've just given up, can't waist anymore time with it. The hardware is even worse the scales and the writs band "fitness tracker" beyond awful. Beware of any software that doesn't let you test it before hand. Maybe in a year or two this app will be worth paying for but I wouldn't even use it for free as it is, your just going to come across as unprofessional to your clients.
PROSCustomer service is fantastic to be fair.
CONSEverything else unfortunately.
Vendor Response
Hi Narayan, thank you for your honest feedback! I'm very sorry to hear that our system is not what you wished for. We don't offer trials right now, because we have a fully onboarding process which has been very successful for our existing clients. We aim to be a complete all-in-one solution for fitness professionals, and as such are eager to hear clients' feedback so that we can make changes. Regarding the Feedback Group, please take into account that we have 3000 clients and those who are happily working with the system, do not post in those groups. I'm happy to hear that you are pleased with our customer support, but it's a shame to hear we couldn't wow you with our product. I see that you appreciate that we offer different features but since they seem to be not "complete" enough I would love to hear some more specific thoughts and suggestions you have for us. Being someone who has worked with the system, your insight would be the most valuable!Take care, Tasneem
Replied July 2016
Jason
Health, Wellness and Fitness, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed December 2021
Easy to implement, affordable and feature rich.
Great software! Excellent support! Reasonable price!
PROSI really appreciate the ease of setup. It integrated nicely with our University software for easy syncing of Staff and Students. Flexible pricing options for products/services. The App works well and allows people to do scheduling and track exercise directly from their device. Pretty great!
CONSThis software fit our parameters quite well. Only suggestions, might be nice to have more control over App design. But, that really would require features that are probably outside Virtuagyms intended customer base.
Reason for choosing Virtuagym
Feature completeness. Price. Ease of use.
Vendor Response
Dear Jason, We appreciate your time in reviewing Virtuagym! Our team is dedicated to providing exceptional service and it truly means a lot to hear that our efforts have made a difference for you. We are committed to improving our system, so we will definitely pass your feedback on to the development team. Let us remind you to email any further suggestions and ideas you may have at support@virtuagym.com Team Virtuagym
Replied December 2021
Jackie
Health, Wellness and Fitness, 2-10 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2021
VirtuaGym is an EXCELLENT app, for remote training options!
I must say, having [SENSITIVE CONTENT] as our initial rep, then being transferred to [SENSITIVE CONTENT],as our on-board consultant, was instrumental in giving VirtuaGym a FIVE star rating! All staff members were very kind, patient, and knowledgeable. Special recognition to Jalyzsa for going above, and beyond. She KNOWS her material, hands down. No way could’ve Apex Training BBC would have such a beautifully designed app, along with being proficiency taught how to work through the multiple elements of the app. She’s an exceptional asset to VirtuaGym, and hope the company recognizes this.
PROSVery user friendly! Nice layout, and organization of tabs, and detailed explanation how to navigate through the program. Chat box, and he ring e-mail support is a huge plus.
CONSThere really wasn’t anything that I didn’t like about the software, except would like some exercises with more foam rolling animation for spinal mobilization, and some power bag movements relating closer to Olympic weightlifting. That’s would I’d like to see, such as power cleans, RDLs, and push presses performed with a barbell. I’m a weightlifting coach. Not seeing the Oly lifts in the program was my only disappointment.
Vendor Response
Dear Jackie, Thanks for taking the time to leave such a wonderful review! It is incredibly helpful to know that you like our system and that you consider it an excellent option for remote training! We are also glad to know how much you enjoyed your onboarding with Jalyzsa! We will, of course, make sure to share your thoughts with her! As for the features you'd like us to include in some exercises, we will definitely take your feedback into consideration in future planning, but realistically this is not something on the short/mid-term roadmap. Let us remind you to email any further suggestions and ideas you may have at support@virtuagym.com Team Virtuagym
Replied September 2021
Marshall
Health, Wellness and Fitness, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed March 2020
Improvements
Overall good experience but difficult to make payments.
PROSOverall easy for clients to set-up and use.
CONSFor some exercises it would be nice to have a feature to record videos or be able to post live streams.
Vendor Response
"Dear, Marshall Thank you very much for Review! We are happy to hear that you find the tools and solutions we have built for you easy to use. Just to make sure you take complete advantage of our tools, let us share with you our current streaming options: 1. Here is a link on how to create a custom activity in which you can upload your own videos https://virtuagym.zendesk.com/hc/en-us/articles/201870881-Workouts-How-do-I-add-a-video-to-a-custom-activity- 2. We recently launched some other options for streaming and you can find further information here on both articles https://business.virtuagym.com/blog/explore-virtuagym-new-integrations-live-stream-on-zoom-youtube-google-hangouts/ and https://business.virtuagym.com/blog/live-streaming-via-your-virtuagym-community/ We hope you'll find this information useful for your business! Best regards, Your Virtuagym Family."
Replied April 2020
Chris
Used less than 6 months
OVERALL RATING:
1
EASE OF USE
2
VALUE FOR MONEY
2
CUSTOMER SUPPORT
1
FUNCTIONALITY
2
Reviewed December 2017
Terrible, Dishonest Company
None, unless you count less money in the bank account as a benefit. I don't. The software could be great with quite a few improvements, but it lacks much basic functionality such as automated billing. - The sales people are slick tongued and can sell really well. They'll promise you whatever you want! (See Cons)
CONS- As mentioned, they promise a lot and then don't deliver. If you ask about a feature they don't have, they'll assure you it "launches next month" or some such nonsense. - Sales people sell a product they don't have by promising/"showing" features they don't have. - They WILL charge you as long as they possibly can, even going so far as to change the names that appear on the credit card statement in order to circumvent account holds. - They won't let you try the platform before committing. Their minimum contract is 12 months and the "cancellation" terms are to pay out the entire remaining contract even if you don't want to use the service. - When you do try to cancel, they'll delay replying long enough to charge you at least one more time, then they'll try to make you jump through hoops with "cancellation paperwork" when the contract expressly states they accept cancellation via simple email. - This company is a scam. Stay away!
Vendor Response
Hi Chris, Thanks for sharing your opinion. We are sorry if you felt misled by our reps about the product as well as if the service did not satisfy your expectations. It is not our intention to offer a product that works differently than promised, nor we do so with any feedback. The implementation of such ideas needs to undergo a complex development process and we usually do not promise to implement it very soon if it cannot happen. So again, we are sorry if you felt this way. Same goes for the closing process, which needs to be carefully processed, especially if under circumstances such as a premature cancellation. If you feel like providing us with further details, please feel free to do so by dropping an email at support@virtuagym.com and we'll be happy to think along with you over your specific feedback and ideas for improvement, in order to address them properly. We are sorry for this situation and look forward to hearing from you. Sincerely, The CS Team
Replied December 2017