Rude Manager and Unfair Treatment

Yesterday I went to Virgin Active Loftus and had a valid friend pass on the mobile app for my mother to join me. When she showed it to the manager, Charlotte, the manager refused to let her in, saying that my mother has no intention to join the gym as my mother resides in Herm**** where there is no Virgin Active gym. Nevertheless, I had a valid friend pass and was treated very rudely by the manager; I do not understand why they hand out friend passes if they will not honour it. I had a friend from Port Elizabeth join many times with a friend pass and so I was embarrassed in front of my mother. Suffice it to say that she will never join a Virgin Active gym, even if it does open in Herm****, and I am going to cancel my membership. I will also never recommend Virgin Active to any of my friends or family in the future and will not use the supposed "friend pass" again.