Poor Service at Virgin Active Kenilworth even after complaining to Club Manager

<p>So after messaging the club manager for the last two days, and getting a response after the first message only. An excerpt of his response is as follows:<br />“…. I just had a meeting with ****** with regards to your experience and this is not the level I am striving for. Please mention to ****** your concerns or any other MOD so they can address issues picked up. I encourage you to do this to each and every MOD as they are the ones driving member experience.<br />If these steps are not followed then there is a discipline and performance process which will then need to take place. ….”</p> <p>So this morning, as I entered the club at about 05:03 I was greeted by 3 VA Staff. One is a personal trainer, but I consider them staff, the other was the person that works at reception (they are always smiling, polite and if I have any queries, they are able to assist immediately) and a fitness instructor. I then went to the locker rooms and then made my way to the gym floor. At about 05:17 a visually impaired member required assistance and was assisted by the fitness instructor (FI). This was the only time that I noticed the FI having left the reception area. At about 05:27 was the first time I noticed the FI on the gym floor. He made sure that the television set in front of the elliptical machines was working. He gave it his full concentration for 12 minutes. When the club manager was doing his rounds of checking equipment in the spin studio, then the FI started walking around and checking some of the cardio equipment.</p> <p>During his television inspection session, members were dropping weights, leaving weights and not using a sweat towel, but they did not seem to interest him as much as the television. At some point, the club manager was chatting to said members, but it did not seem that he was telling them to replace weights or to use a sweat towel, as he went on his way and they continued with their training. About 3 meters from the club manager, weights were left on equipment, and they were still left there after he had gone.</p> <p>I then moved on to the dumbbell section and surprise, surprise, not all the dumbbells were in their correct place. The FI was still walking around aimlessly and then did pack a few barbell plates away that were left on the floor for the past 30 minutes.</p> <p>People might be wondering why I am complaining and if it bugs me that much why don’t I just go to another gym. I go belong to another gym and they are a lot better than Virgin Active KC, but at that time of the morning, it is not feasible for me to go to the other gym. Another part of me is also stubborn in that I expect a certain level of service, and until I take it to Virgin Active South Africa Executive Management and they do not do anything constructive about the very poor service I receive, then I will leave, but until then I think I’ll make as much noise as I want about the poor service at Virgin Active KC.</p>