The lies and the condescension at virgin active...

I've had it up to here with virgin active's access *******. I'm an off-peak member and access is up to 4pm but the centurion club always had the access system programmed to allow for about a 15 minute grace window (after 4pm which various staff there confirm). Recently, this has changed and the system cuts off access at least 5 minutes before 4pm which a VIOLATION of the contract for off-peak members. I took this up with the virgin social media employees in early July. On 11 July they responded: "Thank you for your message. The complaint was escalated to the Club Manger to look into. The off peak hours are 8 am -4 pm. We also allow members a grace period of 10 minutes before and after the off-peak hours to access the club.-Yoli". I then took it up with the club as per yoli and was advised that va head office deals with systems for access and they set the times, NOT THE CLUB. So this was disturbing as it indicated that staff at va head office are not fully competent. On 31 July and 7 August, I visited the club and on both occasions, access was denied. This is my feedback on social media: "Here is the feedback that I have for you regarding access problems at the gym. According to club staff here, you at head office regulate the entry and exit times, NOT them. In other words, if access times are input into club systems, it’s done by head office and can only be changed by head office! Now on two occasions (31 July and today), I have arrived at the club at 15:58 and 16:00 respectively and on both occasions, my access has been blocked!!! I’ve attached two separate screen grabs (sent via FB) provided by staff here at centurion club to corroborate the facts. Now either you are bull****ting me about the 10-minute ‘grace window’ (which used to be 15 minutes previously!) as regards access or you have NOT updated the system here at the centurion club to allow for access up to 16:10 as per your message above. Or, the staff here are telling lies! Whatever the case is, it’s f**king annoying and very embarrassing and so you need to adjust the system here at this club or do whatever the hell it is that you need to do so that I don’t have this issue!! I hope this is understood". On 7 August, this employee replies: "Hi Shana, Thanks for raising your concern with us. I have checked your profile and access was open due Limited parking, however since the 5 August this is closed. Your agreement is an off-peak membership which only allows you access during 8am-16pm weekdays and anytime weekends / public holidays. You have the option to upgrade your membership to anytime access. Ruwayda". I responded: "No ruwayda. No! Who sent the above message to me from your head office?????! This is utter ****!!!! One of you said that there is a ten minute grace window after 4pm (that was actually the case a few months ago!!!!) Now that has changed!!???? Don’t feed me the company line about membership types!!! No one likes a smart ass!! Your job is to be helpful, not disrespectful and condescending!!! As per my message, the system denied me access BEFORE 4pm!!! Can’t you read???? AND to make matters even more ****ty , today, a public holiday!! My husband and I were denied access!!!!!! What membership does that fall under, smart ass.???? And if I wanted to change membership , don’t you think I would have??? I am taking this as high as I can!! So help me , if I get to this gym on Monday at 3:58pm and I don’t get access…". ALL OF THIS HAS BEEN SO TRIGGERING FOR MY ANXIETY! And va seems to have no interest in treating people humanely or being REASONABLE!!!!! Having a 10/15 minute grace window for the off-peak members was reasonable enough a little while ago but someone at the va head office decided it had to be stopped! For no good reason! I AM TIRED OF THE BACK AND FORTH! I AM TIRED OF THE PASSIVE-AGGRESSIVE/CONDESCENDING/ INDIFFERENCE from the va social media employees (ruwayda). What I want is for the access system to be set as per the va staff member to allow for the 10-minute after 4pm grace period on access for off-peak members. I have this in writing!! Sort this out!!