It's been over a year since my last review and I'm pleased to say that this Y has improved greatly. I especially would like to call out Devon, the operations director. After hearing about what was happening she made time to meet with me and thoroughly apologized for the rude customer service we had received. One thing that frustrated me is that the the problems our family was having was never sent up to her. I actually didn't even know who she was when she wanted to meet with me. I had met with another employee prior to this who conned me into thinking they were essentially the head honcho at this branch. Anyway, it was surprising to see the turn around that happened and how apparently this was all due to miscommunication. An awful case of it, but I am glad it was cleared up and that Devon made it right.