goodgraces
These situations are very similar to ones our family has experienced over the years with the Y. I think the organization as a whole is a sound one, and, individually, the folks who work at the local branch are competent and kind. I think it serves a positive role in our community.
But . . . BUT! Ahh, such missed opportunities for greatness. Mediocracy is the name of the game there. Disorganization and inconsistency are rampant and communication is poor. (Who ever heard of a health club not answering the phone on Sundays — when they’re “open” but their “office” is closed? Maddening!)
Failure to return a call or email seems to be the norm. I long ago gave up on being able to find answers to questions easily and efficiently and have started to expect the “run around” or conflicting information.
One of the main reasons why it’s so frustrating, I think, is that the staff for the most part truly seems content and tries to be helpful. But . . . their answers are wrong, or incomplete, or (usually) absent altogether. I have spent a lot of time thinking about the dysfunction there and can’t quite figure it all out.