Virgin Active Gym Glen Acres - This is the worst service I have every received

We recently had to move over from Planet Fitness to Virgin active and the experience has been terrible!!! As usual the sales person just wanted to make a sale and signed us up for the wrong membership. We have vitality with Discovery and did make this very clear to the sales agent as we know we are only suppose to pay 25% of our gym fee with vitality, she however just went ahead and signed us up for a public membership which is not what we asked for.

We have been trying to reach our sales person since the 1st of December and every time we are just told at reception that she is busy / unavailable. When we finally got in contact with her she said she would call us back and DID NOT CALL US BACK EVEN ONCE, we had to keep calling and keep following up. She just kept kicking the can and then went on leave without sorting out THE MISTAKE SHE MADE!.

We have since called the head office who just said they cannot help us, we have asked for the sales manager at this branch who is always busy/ not there or on leave. We then escalated to the branch manager and again every time we call he is busy or not there. we even went into the branch just for them to tell us that both managers are not there and they have no one that can assist us. We left our contact details more than 7 times and no one have ever called us back. They said after we escalated to the branch manager he would call us back after 24 hours- we still have not heard anything !!!

This is the worst service I have every received and this branch do not care about their customers they just want your money and then refuse to assist you!! Virgin active staff made the mistake and now no one wants to take accountability!! Our problem is still not sorted and Virgin Active is not doing anything to assist us!