Virgin Active Horizon- Worst service and gym

Really thought this was a great gym. But clearly once you sign up, they really couldn't be bothered about you. Phoning them or head office is a waste of airtime and time. Spent weeks trying to get answers on a massive increase on my debit order, about 50%. Found out about 3 weeks later, it's a yearly increase. Which they couldn't tell me sooner. Also, people 'reserve' machines with waterbottles and towels, to only make you wait 15 minutes to only return to machine/equipment and then tell you they have 2 more sets. Virgin active staff, just say, we're sorry, we'll deal with them.