Complaints

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Attended swim for my son here for nearly 2 years. We took a break because he wasnt making progress. We escalated and spoke to a director. She paired ** with an instructor but they could not give my son a consistent instructor. We took a break and joined again. We attended for 2 months and they gave us 3 different instructors. The last instructor did not read any previous notes, left my child under water struggling to breathe for far to long. He came out of the water traumatized, screaming and is afraid to go back. *** tried to call and get a hold of anyone to help the situation and get a refund and no one is calling us from their end. They charged us for an extra session in the month of November 2023 without any notice. I tried to email and call and no one will speak to us. They intentionally make it difficult to reach anyone besides their admin people that work on scheduling. They are doing this on purpose, take you money, they do not make the charges clear, intentionally avoiding speaking with customers and resolving their complaints. The executive team is unreachable. This place is a safety hazard and a scam.

  Business response

  11/08/2023

  The Customer in question signed up for 15 Minute Private Lessons from April 14, 2021 to April 28, 2021.  Of the three classes they signed up for, they missed 2 of the 3 ******s (67%). All of these classes were with the same Instructor.

  On April 30, 2021 they decided to change to Baby & Me classes and attended these classes from May 6, 2021 through July 22, 2021.  Baby and Me classes are not progressive in nature and are designed to help both Parent and Child become comfortable in the water environment, they are NOT learn to swim ******s. Of the 12 classes they signed up for, they missed 7 of those classes (58%). 

  On July 24, 2021 they decided to re-enroll in 15 Minute Private classes and attended classes from July 30, 2021 through July 22, 2022.  Of the 50 classes they signed up for, they missed 16 of those ******s (32%). 

  On July 30, 2022, they changed their ******s from Thursday to Friday citing a scheduling conflict.  We transferred them to the Friday class, which necessitated an instructor change.  Of the 13 ******s that they took between August 4, 2022 and October 7, 2022, they missed 4 classes. (31%). 

  The family then took a 1 year break from swimming ******s. 

  They returned and took ******s from September 20, 2023 through November 1, 2023.  Of the 7 ******s they took between those dates, they missed 2 (29%).  All of these ******s were with the same instructor through October.  The regular instructor left our employment to accept work closer to home and a new Instructor taught the November 1, 2023 class. 

  Of the 31 classes they missed throughout their time with us, they have done 21 make up classes.  Make-up classes are done where we have availability and your regular teacher is not guaranteed.  It is for this reason, and due to the Customer's schedule changes, that their child has had several different instructors.

  The incident in question took place during the November 1, 2023 class.  During that class, our Instructor asked the Customer's child if they wanted to try going under on his own, or with her help.  He replied that he wanted to try alone.  At NO TIME was he left alone and did not spend a long time under water.  He attempted going under alone, and the Instructor helped him back up and above the water's surface.  The Customer then came over to the pool, told the instructor he doesn't do that and "assisted" the remainder of the class. 

  The Customer reached out to us after the ******* we attempted to call them back, and played "phone tag" for a few days.  We connected on November 7 at which time they complained of a lack of progression, and asked that the remaining 10 make up classes used as new ******s at the same day/time in lieu of tuition.  We explained that our policies specifically state that make-up classes can not be used in lieu of future tuition and offered to let them use their make-up classes at an accelerated rate.  We refunded the month of November and attempted to find a different instructor that would be more to their liking.  The Customer explained they did not want us to put their child under water.    We have provided a consistent class time and instructor throughout their time with our school.  Due to the large number of missed classes and make-up classes, they have had several instructors.  Between their lack of consistent attendance and without their child becoming comfortable going under the water, we will be unable to make any measurable progress.  We are happy to provide supporting documents regarding their account, make-up classes, and video of the ****** in question with their permission.  We are happy to discuss a ****** plan to assist in overcoming their child's fear of being underwater.

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