Pathetic Service

<p>I have been a customer of Virgin Active for the past 6 years. I have opted for the quad package which allows me access to 4 different clubs, I was under the impression that Bel Air was one of them as I have been allowed access to this club on numerous occasions in the past including the last two Sundays.</p> <p>I recently took a package with a personal trainer, and I have already paid upfront. To my surprise I was informed on Sunday that I am not a member of the Bel Air club and that I need to query this with Virgin Active directly</p> <p>I did explain my confusion and concerns especially because I was allowed access before and no one cared to advise me that I was not part of this club, I was told that only the club manager can make a decision regarding my situation. The feedback I received was that I need to upgrade to national membership in order for me to continue my personal training until the end of this month! And that the club manager Jeff* could not assist me if I did not do so, and my only other option would be to request a refund from my personal trainer.</p> <p>Sadly after being a customer of Virgin Active for a number of years, I find this absolutely pathetic. I need to upgrade and pay almost double just to finish the personal training sessions for the next 3 Sundays?! That's literally 3 sessions which the Bel Air manager could not assist with.</p> <p>This feedback was a joke! So much for assistance and service!</p>