YMCA

I am writing this complaint because i have noticed that every time it's registration season at the Cross Island Ymca located at 238-10 Hillside Ave Jamaica NY 11426, there is a lack of staff, they are overwhelmed, unprofessional and even rude!

My daugher attends the Cross Island Ymca for swimming classes for long years now. I usually register her for online for her swim classes. But every time its registration season, the staff do not pick up the facily phones. Their reason is that they are busy with people waiting on line waiting to register their children. What kind of excuse is that? The Y should hire per diem or part time staff during these busy days to help out their customers! I had an issue with my credit card being billed but still receiving an email saying that my transaction did not go through. I wanted to make sure that my daughter was registered for the next swim session. When I called to explain the situation, they never pick up the phones! When this employee named Katherine or Kathleen finally did, she put me on hold forever. I hung up and called back, she told me my problem was solved! I said how could you even know if you have not checked, then she told me that the staff is busy with customers!
This is unacceptable for a well-known organization like this! This is not the first time it's happening and their administration should find a way to fix this situation. Have staff stay for over time or hire someone for the phones!
Why having online registration is no one can assist when there is an issue? Every time this happens I have to leave my house and go stay on line at the facily for my problem to be solved. The staff is so overwhelmed that they become rude!
Very poor customer service.