quick money making scheme

Ever since I joined sport and fitness in steeldale/south hills ive had nothing but lousy services from staff and management never seems to be there when a complaint needs to be logged(how convenient). Whenever I've made appointment for spa treatments they offer which I actually pay EXTRA for the lady assisting either takes 20/30min after appointment is booked to assist or does not at all. Last week I actually walked out the gym since I was already waiting since 9 am for my appointment and was still not assisted and the lady who was supposed to assist actually as she put it 'forgot' I was waitaing and actually joined the other instructors with THEIR gym class. Then to top off their **** services they decided to debit order me on two different priced gym fees. I really cant comprehend how its even legally possible for the **** services and double charging LOYAL clients. When trying to escalate the problem nobody has been able to assist.