The southern lady answering the phone named Ms Lor...

The southern lady answering the phone named Ms Loretta (I believe ) was very rude and unprofessional. She was screaming at me to hold on. She cut me off when I was asking questions about the thearpy pool hours. She offered an excuse instead of an apology when I asked why she screamed at me. Her excuse was that she's really busy. When is it ever acceptable to scream at customers?! She also said they do not have managers at the YMCA?! This lady has no manners. She needs to be retrained.