Virgin Active Negligence a safety concern

Virgin Active Failed to secure a metal rod to the floor of the gym, it was left sticking out and posed a safety hazard. Due to their negligence the metal rod ended up cutting a hole through my shoe. I have sent through a complaint asking for assistance (they took over a week to respond). They told me I should contact the gym manager, unfortunately its been over a week now and the manager of the gym never seems to be around. On top of that the metal rod still hasn't been secured flush to the ground. I sent through the complaint on Saturday 5 December 2015, and nothing has been done till now. Clearly Virgin Active have no concern for their clients.