BAD SERVICE

I'm not happy for the service i received at virgin active in sandton,i tried to stay there and continue my membership but i still feel like im gonna be uncomforatble. I join the gym on the 2nd of July and their cooling of period is 5 days but i started the gym on the 10th it was a Wednesday and on Friday i received bad treatment from the trainer i reported it on that Friday and only got respond on Tuesday and i tried going back even attending the same class but i'm still uncomfortable and i advised the manager,i will still like to cancel due to bad service ,but now they want me to pay cancellation fee for their bad service,i advised them 'm not willing to pay any cancellation fee due to bad service ,can this be resolved as i still want to cancel my membership with them