The facilities are well kept and the memberships a...

The facilities are well kept and the memberships are affordable, but the customer service is very poor. I was a member there for about a year, and I enjoyed knowing that my membership went towards community programs and support. However, I had a terrible experience with group classes, where they cancelled two group classes and didn't bother to give me a call or email to let me know. When I'd show up on the first day, and it became apparent that no instructor was showing up for the class, I'd go up to the front desk and (both times) they had no idea if the class had been cancelled or not. They gave me the email address for the manager. The manager did not respond to my emails, and all I wanted was my money back (since I had paid in full). I eventually had to go above him and email one of the administrators, and that got him to respond. When he did contact me, after weeks had gone by, there was no apology made or attempt to make it right. He actually responded quite resentfully, and only offered to give me my money back. Not even a, "I'm sorry for your trouble, and I hope you continue your membership." Although I did receive that response from the admin I had contacted.
One of my friends also signed her son up for a swim class, and the instructor didn't show until the end of class - when he casually strolled in. The people at the front desk could not tell her what was going on, while her son sat by the pool for 45 minutes, waiting for a class that didn't happen. I told her this is, unfortunately, pretty par for the course there.
TLDR: the management is unresponsive, immature, and the customer service is poor.
I dropped my membership there and now go to a gym where my money, time, and commitment, is valued.