Pathetic service from Virgin active Wembley

I have now left two complaints letters in the "suggestion" box at Virgin Active Wembley Cape Town, and spoke to one of the ladies at the counter - in each case I've asked the manager to call me regarding my complaints but no one has bothered to make any effort. it is greatly disappointing and unacceptable that we must keep paying higher and higher membership fees every year, and there is just no feedback or service. Pathetic to say the least. Maybe I must just go to another gym that actually cares. Looking at the stats on your website for Virgin Active SA it is terrible - it seems this is an universal problem of VA in SA.