I'm having the same problem as a lot of other members, it seems. I moved and need to cancel my membership, so I went into the gym during traditional business hours and was told I needed to email the manager and was given his business card. I emailed twice and never received any response, but continued to get charged the membership fee for two months. In those two months, I called repeatedly but managers were never available to talk or didn't "handle membership." I was finally told that the person I had been trying to email no longer works there and I needed to contact the new GM. So now I'm going through the same exact process all over again. Clearly it doesn't matter who is in charge, their customer service is just terrible.
Pay the little bit of extra money and just to 24 Hour Fitness up the street from Smart Gym.