Poor service

<p>Good day</p> <p>To whom it may concern<br />I am currently a new member of Virgin Active. I joined two weeks ago.<br />Overall, I have been pleased with the facility. It is always clean, I love the classes, and staff is quite friendly. I honestly think its a great gym, however, I am extremely disappointed with the communication and the service I am experiencing.</p> <p>Upon signing up my contract, I requested an additional contract for my son. On the first night of joining the gym, after paperwork was done prior to our first visit, he was told that his card is inactive, and he could not use the facility. A few nights later we tried again, then i had to fill in paperwork once again (indemnity form). This is after I have paid his membership fee and making phone calls to Busi who was initially assisting me in signing up this contract. I am not prepared to go to the gym where i am forced to do admin work on behalf of Virgin Active. I find it extremely unprofessional while I am busy with a work out, to be disturbed and told that I must sign another form. This problem has been occurring since last week and every day it was brought to Busi's attention. I tried asking the ladies at reception to contact her but to my dismay they said it is pointless as the card is blank, the call centre is closed and there was not much that they could do about it.</p> <p>Everyday when I brought this to Busi's attention, she said that she would drop off a new card. Thursday & Friday I was informed that her manager is coming, I patiently sat and waited for one of them to arrive, but once again I was failed. Then Busi told me that I must go to Durban Central Virgin Active to pick up a card. I can''t understand why I have to be inconvenienced if I have paid upfront and have been tolerant throughout. I was also told that my son would receive a T-shirt and bottle on signing up. We haven't received anything. Monday & Tuesday, Busi once again convinced me that her manager would come pass to drop off the card and collect a new application. A few hours later she called me and told me her manager is busy with trainees. It took me a while to resolve this and absorb all this. Straight after i complained to Busi that I do not feel like a valued customer to your business, she told me to speak to Pearl when I arrive at the gym. I called Pearl but she told me that she has to first speak to Zohra, her manager, to find out if it will be ok for Chad to use the facilities as his card is completely blank. Please note that I go to the gym as a mental escape and a time to focus on exercise & not to be doing administration or queries for Virgin Active.</p> <p>Based on the service that I have experienced thus far, I re-iterate that I am extremely unhappy with the service and the manner in which my matter is being regarded. Regardless of the fact that you resolve this issue or not, i have considered finding a new gym & do not wish to continue doing business with you guys in the near future. Thank-you very much. please cancel both mine and my son's contract with Virgin Active with immediate effect.</p> <p>Regards<br />Veronique</p>