The gym gets the job done- you get your workout and you leave. It's a small, clean facility with various machines, and a punching bag. I gave them 5 stars once because the owner was nice when I was signing up, but when it came to answering questions about my account; they never answer the phone and "sometimes" they respond to emails. I don't always have time to drive to a gym I'm not using anymore.
I've switched over to a different club luckily who are more prompt with account inquiries.
Answer your phones. Don't let people leave multiple voicemails and not call back.
Respond to emails. Respond to your customers. These are common good business practices.