*********** staff unable to retain new business

I am appalled and disappointed in the experience that I’ve had with your Red Club Parklands, to the point where I actually now regret having had registered in the first place. 3 weeks ago after registering myself I requested that one of your sales agents call me regarding 6 new members I wanted to on-board to your club. 3 weeks later I have had no call from the sales agent Sydney (we promised me he would call me back or the sales Manager Raymond who was supposed to call me the next day for the details. I left it at that and requested a call back on your website, as it seemed that your Red Club was not interested in my business I wanted to bring. The following page on the home screen (30/08/2018) appealed to Michael because of the price and also the bag. Michael (new member) was contacted and told to visit Parklands Club to initiate the registration. On our arrival Sydney came to assist us, I told him that I wanted to speak to the manager of the club, as I do not want this registration to count as a sale for their club. Ashley (Manager) came out to see me I explained my issue to him and he called Raymond from the back office. I explained my frustration to him “in that I do not understand how you don’t want your business to grow, by not following up on hot leads, it just does not make business sense” Raymond blatantly **** and told me that he had called me but was unable to get hold of me. He said that “I slipped through the cracks” really now, that’s the feedback from your “Sales Manager” emphasis on “sales” He called me once apparently according to him. I explained to him that in the business world as I know it, if you have a hot lead you need to chase after that customer until you have sealed the deal. Why would anyone not want 6 new clients? It just does not make sense. Michael then eventually signed up with Sydney who didn’t seem sure on how the registration had to be finalized, surely the details of the online request should have pulled through on the system?? Sydney confirmed all his personal details as well as his banking details for the debit order, I overheard him saying something about the 1st and moved close to enquire, I asked Sydney if the debit order for the 1st premium would be deducted on the 1st of October and he confirmed yes. I asked him again to confirm the debit date being the 1st and again he confirmed yes the 1st October. This morning Michael forwarded me the contract and I read that the 1st premium is due 1/09/2018, I was so ****ed off because I asked Sydney twice about this and he confirmed 1/10. I called your club and asked to speak to Ashley again, I told Ashley about the whole contract and he advised that he would look into the matter and call me back. Right after Ashley’s call with me I received Whats App messages from Sydney (see attached) saying that he “should have asked if you guys still paying upfront” I was at boiling point at this time, as now he is talking about other things which he failed to discuss with me. (See attached) *Consumer Protection Act. Ashley eventually did call me back and said that he would speak to Sydney once he is back as he is currently out looking for new business – what a joke! He had the option of signing up 6 new members a lead that no one wanted to follow up on, and only a day later they are walking the streets looking for business. Pathetic to think that business was handed to them on a silver platter and yet they were not committed. I work in a sales environment and every customer is an opportunity you will not get again, so you have to optimize on your customer while you still have them in your presence. I’m really disappointed that such young guys have no ambition for your business, it’s actually sad. I’m beginning to think more and more that joining the Virgin Active club was a big mistake right from the beginning. I work in a big corporate business and will definitely share my experience with my colleagues to make sure they do not fall into the same trap. Another issue I’ve contacted your call centre number ***and spoke with Kyle who confirmed yes the above membership ad showing R199 per month is correct however this ad only applies to students, I’ve just told him that nowhere in the ad is this stipulated. 1. Misleading advertising. It appears that misrepresentation is common practice in your business.