Poor customer service

We visited Virgin Active Key West on 4 December and dealt with a sales consultant named Raz. We took out a contract for my one son, and changed my other sons' contract to a national contract so that we can use other clubs while on holiday.

According to Raz, all was in order, but the next day we had to go back to the gym as he did not give us all the paperwork to sign the previous day.

Again we were told that everything was now sorted and that the kids can go to any Virgin active.

My kids went to Little Falls gym the following week, but had to turn back as the contracts were not updated yet. We contacted Raz and he promised that it will be sorted out.

Again, my kids went to the gym and were told the contracts were not updated. We phoned and whatsapped Raz, but he just didnt bother to return our calls.

After 3 weeks, we eventually phoned his manager, James, who promised that Raz will phone us back. A day later, after no reply, we phoned again but James was not available. We finally got through to Raz, who claimed to have no idea who we were.

He was extremely rude on the phone, and even laughed while we were trying to explain the situation to him. The utterly disgusting manner he spoke to us is totally unprofessional an unacceptable.

Despite desperately trying for 3 weeks, the contracts have still not been changed and the holiday is almost over.