FORMAL COMPLAINT AND ESCALATION – STAFF CONDUCT, ****** PROPERTY, CONTRACT CANCELLATION AND CONTINUED FAILURE TO ASSIST

Dear General Manager,

I am writing this email because I have reached the absolute end of my patience with Virgin Active Greenstone. Quite frankly, I am extremely angry, frustrated and disappointed with the way I have been treated and with the manner in which several issues have been handled by your club.

I have tried to handle these matters reasonably. I have tried to communicate. I have tried to follow the appropriate channels. I have tried to give Virgin Active the benefit of the doubt and allow the relevant people an opportunity to resolve matters properly.

But I am now sick and tired of trying with Virgin Active.

There is only so much frustration a member can tolerate before they have to seriously question why they are constantly having to fight for basic assistance, communication and accountability from an organisation that claims to provide a premium service.

My concerns are not limited to one incident. They include the conduct of your staff member, Akhaona1, the refusal to assist me, the complete lack of meaningful feedback, the cancellation of my contract despite ongoing communication, and an extremely concerning incident involving my personal property being ****** on Virgin Active’s premises.

Let me be very clear: this has become completely unacceptable.

When I approached Akhaona1 for assistance regarding my visit/membership matter, she blatantly refused to assist me.

There is a massive difference between a staff member explaining that they are unable to resolve something personally and a staff member simply refusing to assist a member.

If there is a process that needs to be followed, explain the process.

If another department needs to deal with the issue, refer me appropriately.

If information is required from me, tell me what is required.

But simply refusing to assist a member is not acceptable.

I should not have to walk into a Virgin Active club and feel as though I am an inconvenience simply because I am asking for assistance with my own membership and attempting to resolve an issue.

What makes this even worse is that I still have not received proper feedback.

I have communicated. I have followed up. Head Office has also been communicating regarding the matter. Yet I am still left chasing answers and trying to get someone to take ownership.

How many times must a member communicate before somebody actually takes responsibility?

I should not have to continuously chase Virgin Active for basic answers about an issue that should have been dealt with professionally in the first place.

Then there is the issue of my contract being cancelled due to alleged non-payment and/or non-compliance.

I strongly object to the manner in which this has been handled.

I have been communicating about the situation. Head Office has also been communicating. I have not simply ignored the matter or refused to engage.

So how does Virgin Active justify cancelling my contract while communication was taking place?

If there was an outstanding payment, compliance issue or contractual requirement, I expected Virgin Active to engage with me properly and provide me with a reasonable opportunity to resolve it.

Instead, it appears that a decision was made to cancel my contract while I was actively trying to communicate.

I therefore require a clear written explanation of exactly why my contract was cancelled, who authorised that cancellation, what communication was sent to me before the cancellation, what amount Virgin Active alleges was outstanding, what contractual provision was re**** upon, and why the communication between myself, Greenstone Virgin Active and Head Office was apparently insufficient to resolve the matter.

But that is not the only issue.

THE THEFT OF MY PERSONAL PROPERTY

I also need to address the fact that my personal property was ****** on Virgin Active’s premises.

This is extremely serious.

I am a member of your club and I should reasonably expect that when I am using your facilities, my personal belongings are not simply going to disappear from your premises without the matter being treated with the seriousness it deserves.

What has made this situation even more frustrating is that I was apparently told that I would need to subpoena Virgin Active in order to obtain information/evidence relating to the incident.

Seriously?

After my property was ****** on Virgin Active’s premises, I am now expected to incur additional costs and potentially go through a legal process just to obtain information that may assist me in dealing with the theft?

I find that absolutely unacceptable.

I should not have to spend even more money simply because I am trying to obtain information relating to an incident that occurred on your premises.

I want to understand exactly what information Virgin Active has relating to this incident, what CCTV footage or other records were available, how long such footage is retained, what steps were taken when the theft was reported, and why I was placed in the position of having to consider a subpoena just to obtain information relating to an incident at your facility.

I am not asking you to compromise anyone’s privacy or breach any lawful obligation. I am asking Virgin Active to explain what assistance it is prepared to provide to a member whose property was ****** on its premises and why I have been left feeling as though I am the one having to fight to obtain assistance.

Once again, I am the person who is having to chase, escalate and incur potential additional costs.

And frankly, I am ****ing tired of it.

I AM STARTING TO QUESTION WHETHER THIS MEMBERSHIP IS EVEN WORTH IT

At this point, I genuinely have to ask myself:

What exactly am I paying for?

Because if being a Virgin Active member means constantly having to fight to get assistance, constantly having to chase feedback, dealing with staff members who refuse to assist, having my contract cancelled despite ongoing communication, and then having to fight for assistance when my property is ****** on the club’s premises, then I have to seriously question whether this membership is worth the constant battle.

A gym membership should not feel like a full-time dispute.

I should not have to wake up wondering what problem I am going to have to fight with Virgin Active about next.

I joined Virgin Active to use the facilities and receive a service. I did not sign up to constantly fight with the club, its staff or its internal processes just to be treated fairly.

I have genuinely tried with Virgin Active.

I have tried to be patient.

I have tried to be reasonable.

I have tried to communicate.

I have tried to resolve matters without unnecessarily escalating them.

But my patience has now run out.

I am exhausted from constantly having to explain myself and chase people for answers.

I am exhausted from feeling like nobody wants to take ownership.

I am exhausted from having to escalate matters that should have been resolved at the first point of contact.

And I am particularly angry that despite my attempts to communicate, I am still being treated as though I am the person causing the problem.

I am not.

I am the member trying to get these matters resolved.

I am the member who has been communicating.

I am the member who has been asking for assistance.

And I am the member who has now been pushed to the point where I am seriously reconsidering my relationship with Virgin Active.

This is no longer about one employee or one isolated incident.

It is about a pattern of poor communication, lack of accountability, inadequate assistance and an increasingly unacceptable customer experience at Greenstone Virgin Active.

As the General Manager, I am asking you to personally take ownership of this matter.

I do not want this complaint passed from one department to another.

I do not want another generic response telling me that my concerns have been noted.

I have heard enough words.

I want action and answers.

I expect the following to be addressed in writing:

1. The conduct of Akhaona1 and her refusal to assist me. 2. Why I have still not received proper feedback regarding my complaint. 3. The exact reason my contract was cancelled. 4. The exact amount, if any, that Virgin Active claims was outstanding. 5. The contractual basis re**** upon to cancel my membership. 6. The communication that took place between myself, Greenstone Virgin Active and Head Office. 7. Why my communication was apparently disregarded when the cancellation decision was made. 8. Whether the cancellation will be reviewed. 9. Whether my membership can be reinstated pending proper resolution of this matter. 10. The circumstances surrounding the theft of my property on Virgin Active premises. 11. What CCTV, access records or other relevant information exists relating to the incident. 12. What steps Virgin Active took after the theft was reported. 13. Why I was told that I would need to subpoena Virgin Active to obtain information relating to the incident. 14. What assistance Virgin Active is prepared to provide to me regarding the ****** property. 15. What action will be taken regarding my complaint about the staff member involved. 16. Who at Virgin Active is ultimately responsible for resolving all of these issues.

I also expect the relevant records, correspondence, notes, CCTV retention information and communication relating to my membership, complaint, cancellation and ****** property to be properly reviewed before you respond to me.

I am extremely angry because I have tried to resolve these matters properly.

I am frustrated because I have repeatedly attempted to communicate.

I am exhausted because I should never have had to fight this hard for basic assistance.

And I am now genuinely questioning whether I even want to continue being a Virgin Active member if every attempt to resolve an issue turns into another battle.

I am ****ing tired of fighting with Virgin Active.

I have tried.

I have communicated.

I have waited.

I have followed up.

I have given Virgin Active opportunities to resolve these matters.

At this point, I need someone in management to step up and actually take responsibility.

Please treat this as a formal complaint and management escalation.

I expect a detailed and substantive written response addressing the issues above. I do not want a generic acknowledgement, a template response or another referral to a different department.

I want answers. I want accountability. And I want these matters resolved.

Because quite honestly, the way Greenstone Virgin Active has handled these situations has left me questioning why I should continue paying for a membership that increasingly feels like a constant fight.

I have had enough.

Regards,