Moving gyms complaint

<p>After waiting 8 days for a response and recieving 2 automated replies saying that they are "getting" to my email, I have decided to escalate my frustration. A sign that Virgin Active's processes and systmes are clearly lacking! My email below:</p> <p> </p> <p>I would like to formally complain regarding the poor service that I have received from Virgin Active as a whole. My husband and I have been with the gym for many years and the service and manner in which I have been treated was shocking! This is not the first time I have moved gym branches but at this point if I have to go through this again I will look at moving gyms altogether!</p> <p><br />I called through to change my gym branch as we have moved houses. A few days later someone from Virgin Active called to ask if I wanted the moving charge debited or paid at the gym. I requested for it to be debited. I arrived at the gym last Sa****ay and was deeply embarrassed in the way I was treated from your front of desk staff. The front of desk lady would not let me through and instead of showing proper front of desk etiquette and pulling me aside to discuss, informed loudly that my account is in arrears and I cannot go through until it is paid (with a queue of other people behind me). Are your staff not trained on how to deal with these incidences? I informed her that this is a moving gym charge and that it is being debited from my account and then after some debate I was "allowed" through.</p> <p><br />The same thing happened on Monday morning but was better dealt with. On Tuesday evening my husband and I both went to the gym, his account had already been debited but was showing that he was in arrears as well. To avoid any further embarrassment I bought the money and paid in cash as advised by your front of desk staff, irrespective of the fact that I had informed that my account was being debited. The front of desk staff informed that head office and the branches work separately and essentially are not the same "company" and cannot see the reflection of the payments or how the accounts are being treated. For a corporation like Virgin active with so many branches I find this ridiculous and extremely frustrating that we (the customer) are expected to bring our bank account statements showing the money deducted from our account (again advised by your staff) and we must speak to head office rather than your own staff (the branch) dealing with your own staff (head office) to sort out issues with customers.</p> <p><br />To further the frustration, my account has now been debited after I have paid in cash at the branch. I will not be sending you a bank account statement or the receipt as internally between your company and staff you should be able to find the deductions and payments and sort out your internal politics and short comings.</p> <p><br />I would like the following answered:</p> <p><br />Firstly, how will you will be sorting out the front of desk etiquette to avoid this happens to me or another poor customer who is exposed to Virgin Active's poor systems and communication?</p> <p><br />Secondly, how you will be attending to your inefficient system of communication between the branch and head office on account issues?</p> <p>I still have not been re-credited with the money that has been taken twice!</p>