Virgin Actives ********** service to paying customers.

As a customer, I understand there are rules & regulations concerning COVID but the fact that 50 people are only allowed inside the gym, including staff is quite ridiculous. Most people only have a certain period of time to train and majority of that time is spend standing in a line outside the gym, sometimes standing for more than 40 minutes. The fact that Virgin Active can’t even be bothered to reply to customer complaints is even more pathetic. All they care about is taking our gym fees every month and as a customer, we get NOTHING in return. I’ve been with Virgin Active on & off for 5 years and I’ve never even seen a new machine being brought into the gym. The pads used for the squat bars are so old the Velcro doesn’t even stick down anymore. There are never any weights on the racks, instead the fitness instructors stand around in groups talking stead of picking up the weights. It’s honestly so ridiculous and no matter how many times a person complains, it remains the same. It’s guaranteed that my complain on this platform will either go unnoticed with no reply or Birgin Active will send me a useless email about “they understand my frustration” or “they understand how I feel and we’ll try and address your concerns” AND NOTHING WILL EVER HAPPEN OR CHANGE! Customer service couldn’t even be bothered to continue sending me emails about any changes to my account, instead they increase my gym fees w/o letting me know and then tell me it’s my responsibility to make sure I phone customer service so that they know they should email me. THERE IS NOT EVEN AN EMAIL TO SEND THIS COMPLAINT TO!!!