TAKEN FOR A RIDE?

After trying for eight months to get virgin active to acknowledge our cancellation of our contracts due to injuries they now inform us that someone else is dealing with the matter. This is after months of emails going back and forth. One wonders if this is a ploy on unsuspecting clients. One also wonders if clients are being treated fairly. Is virgin active all that they claim to be? Would it be better to rather go to gyms and clubs that may be trusted?