Totally frustrated client - **** and *****

I am up at this time due to the fact that the past few days have been nothing but extremely upsetting and disturbing. I still cannot believe how we were ****med by your brand and staff in your employ?? I play back the entire month and now see how calculated the **** was that was executed by your sales staff member Andrew.

I would NOW like to request the email addresses for the Head of Sales and the Head of Customer Engagement. Kindly forward the contact details as I am not satisfied with how your branch has dealt with our situation.

Email of my experience below already sent with more details:

The past 2 weeks experience have been very frustrating and extremely upsetting. This is the 4th time in a row my husband and I have been asked if we are members of Steenberg gym unbeknown to us the sale representative sold us a false membership which we had no clue was not for Steenberg after investigation.

The staff came to our home to sign up my family for a membership and debits are going off monthly.

We indicated to the sales representative that Steenberg is our preference as we live in Kirstenhof. When we got to the gym we were told we have membership at another gym. The sales representative indicated that he got us a reduced deal so we were happy to take it is a family.

I asked numerous times for my contract copy which was not sent to me and given excuses if admin backlog. I kicked up a fuss at reception and demanded management call me. I have evidence if all my chats and your staff falsified the contract by lying about the process and delay to give me a copy of my contract.

Enrico the regional sales manager called me and indicated he would investigate the issue. After a day i was called to say that they apologize for what has happened but i would have to either cancel the contract or pay a different rate which was much more then was sold to us. I heard from the sales representative that he had to resign or face a dismissal..rightfully so as he blatantly **** to us and sold us a contract which we did not ask for as he forged the contract and indicated another gym by rushing to get the deal to the gym as it was month end and he indicated the special would end. Unbeknown to us it was all a ****!

"Steenberg Management Virgin Active "

- your staff made us feel as if we were committing a crime by entering the gym unknown to us at the time we were not even signed up for. They have no idea how to deal with customers at front desk and indicated I must pay more for use of the gym and embarrassed us by speaking front of other patrons. What they should have done was investigate or escalate the issue before they make statements to a customer as though we are ********* when actual fact your staff committed an offense.

My husband and I are deeply disappointed and angry at how we have been treated and to date no solution presented is in the interest if us as the customer. Andrew Bailey your sales representative working under your brand and supervision **********ly sold us a membership to either make his sales targets on the 30 August 2021. Us as the customers bared the brunt of this ****!!!

**** incident on Hellopeter clearly shows this is happening at other branches. I am sure there are more people that have been exposed to this ****? We are now seen to be committing an offence as the customer instead of the gym acknowledging they caused this and fulfil the commitment of their staffs ********** behaviour!!!

This is not acceptable in any business practice to be falsely sold a product and then tell the customer we need to make a decision which does not suit us.

I am reaching out to many people via social media platforms to ask for other people to come forward with similar experiences as clearly my case is not the first **** experience as per below:

My proposition to you Steenberg Management is to honour what we were sold until the contract ends and then we will be willing to pay the higher rates should we wish to continue.

This is not the fault of our doing but your staff you hired. We should not be made to feel as though we doing something wrong when we enter your gym which was experienced over the past few days.

It is NOT OKAY. Show up for your customers and take responsibility for your staff's poor sales training and ********** behaviour . The fact that you made him choose resignation or dismissal indicates your acknowledgement of what happened to date took place at your branch. You have still not provided us with your findings and actions in a formal email response which I have asked for? The above I know as I spoke to your sales person to try to understand why he did what he did and lie to us. He was a decent person or so I thought at the time and thought you did well in training them to be super professional and friendly.

Due to Covid times the rate he sold us was something we thought was great and could offer, as businesses were trying to bring back clients to utilise the gyms.

We were honestly so excited about joining as a family and you have totally disappointed with your welcome to the Virgin Active Brand. I have tried to wrap my head around our treatment over the past few days and I cannot accept or take this to be our fault or be made to feel like we committed a crime and not Virgin Active Steenberg staff.

I have not asked for a free membership and am willing to pay for what we were sold!

Please send me escalation details for national management level before I resort to going further as I do believe this needs to be taken further as we are not satisfied. Brand reputation is KEY for any business and clearly this is NOT the case with Virgin Active as a brand.