Failure to resolve

I am a Virgin active member for a few years already. I lodged a complaint via Virgin active's website and got quick responses, but the problem just isn't being addressed. The manager phoned me and promised to resolve the issue, but the issue still remain. There is no staff supervising the floor and other club members hog the machines. I can't use the super circuit cause some members does not follow the rules and just hang on the machine for ages. There is suppose to be staff on the floor to supervise and stop members from waisting others time. I changed my session days and times but still it remains extremely frustrating. Sometimes during peak hours there isn't even a manager available to tend to issues. I feel that I pay good money and that I follow the rules, the least I can expect of Virgin is to ensure that their staff ensure other members also follow the rules.