Complaints

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son has been at Bear Paddle since February 2022, at age 3. From February through April, he was in a mommy and me class, where he received 2 of 3 badges for completing level 1. When he turned 4, he was moved to regular classes without a parent. For over a year, he remained in level 1, as he did not get his badge for floating. His other 2 badges he obtained include being able to get out of the pool by himself and swimming 5 feet. He attended 1 private lesson every month focused on floating. Other parents, whose kids have started lessons after mine, are already in level 4 and 5. Considering I have a very athletic kid compared to those other kids, I questioned why he was not “progressing”. One reason could be the lack of consistency of instructors- he had a different instructor every week for the first few months, with lack of communication of progress. For 6 months, his reports state that he could float, but need to work on consistency. Finally at 16 months, I asked what the definition of consistency is. I also inquired about the huge poster by the door that states if your child does not progress in a timely fashion, then you can receive up to 6 months tuition for free. The manager agreed that this may be a good reason for 6 months free tuition, but she had to ask corporate. This was in July of 2024. Coincidentally a few weeks later in August I was told that the definition of floating changed, and he now qualifies for the badge. I inquired monthly asking if corporate got back to them about the 6 months tuition, but I was told they have a backlog, and they are at the “bottom of the barrel”. Each time I am also told that they will email corporate again, and they will have the other manager reach out, and also the regional manager. It is now Nov 2024. At this point I was told they have a lot of new people joining corporate, so it is hard to get in touch with someone. I feel like they just don’t want to give me 6 months free tuition. Really, I deserve more.

  Business response

  11/21/2024

  Hello - 

  Thank you for bringing this matter to our attention. After reviewing the account in question, we would like to address the concerns raised regarding the Student’s progress and our communication with the Family.
  The Student transitioned to a new class as a severe water adjuster, and we worked with the Family to provide personalized support and set clear expectations for progression. During this time, we reinforced staff training to ensure alignment on progression standards, including clarifying that students can advance to the next level with supported floating skills.
  The Student later transitioned to a different class schedule, and we recently worked with the Family to address a billing concern. We ensured that the credit was properly applied and confirmed the refund timeline. Throughout our interactions, we have maintained open communication and valued the Family’s feedback.
  We remain committed to delivering exceptional experiences for all families and continuously strive to enhance our processes to meet their needs. We welcome the opportunity to support the Student’s continued progress and address any remaining concerns.

  A**** B**** - Bear Paddle Swim School Sr. Director 

  Customer response

  11/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  Student Progression: While they mention reinforcing staff training and clarifying progression standards, this does not explain why my son spent over a year in Level 1 despite making clear progress in other skills. Additionally, the sudden change in the definition of floating and its timing remains unexplained.
  2.Tuition Credit: the response mentions a credit for canceled classes due to pool closures and misbilling for holidays. However, this has nothing to do with the 6-month tuition credit policy referenced in my complaint. I have been inquiring about this specific policy since July 2024, as my son did not progress in a timely fashion, and this issue remains unresolved despite multiple follow-ups.
  Communication Delays: the response does not address the repeated delays and lack of follow-through on escalating my concerns to corporate, as well as the ongoing excuses provided about backlogs or new hires. This lack of responsiveness has further compounded my frustration.
  
  
  Regards,
  
  ***** *****
  

  Business response

  12/09/2024

  
  Thank you for bringing your concerns to our attention. At Bear Paddle, swimmers progress through levels based on mastering specific skills within their current level. For Level 1, this includes floating independently on their back without the support of a pool noodle. This standard was introduced company-wide to ensure consistent swimmer safety and skill development. Unfortunately, your child did not meet this requirement during their time in Level 1, which is why they remained at that level. We understand this may be frustrating, but the standard was established to create a safe and effective learning environment for all swimmers.
  Regarding the tuition credit, we sincerely apologize for the confusion and delays in addressing your concern. While the 6-month tuition credit policy was part of an older program that is no longer active, we understand your frustration. If you would like to further discuss this, we are happy to honor your request for 6 free months of lessons. Please reach out directly to our Senior Director of Operations, A**** B., at A****.b***************, and we will eagerly assist you.
  Thank you for giving us the opportunity to improve.

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For two weeks, I tried to schedule my kids for lessons. We were told that classes were full, but every time, I was also told that someone would see if a class could be opened for them. We have gift cards, so I wanted to get in to make use of them. Time after time, I waited for a call back. I was told, "We'll call tomorrow," but days would pass. Finally, I said that I would like my money back for the gift cards. We are former customers and planned to return, but were not given any options. No one was straight-forward enough to say that lessons were not going to be offered at this time. When I said, "I need to know if I should look elsewhere," I was told that a conversation would take place with a corporate manager on a Thursday about potential class openings or the possibility of a refund. It was guaranteed the latest I would hear back would be by 6:00 on Thursday night. Still, no one called. On Saturday, I was finally told there weren't any classes available for a month and a refund was not possible. At that point, I had already signed the boys up for lessons elsewhere. One day to get into another company, and two weeks to hear "no" from Bear Paddle. Since that time, I have waited to actually hear back from a corporate manager. Apparently there is no way to get a phone number to reach this person, so I have to trust that the employees are actually seeking a resolution. I posted a negative review online, which got a response within a half hour. They suggested an email address to discuss things further, but it comes back undeliverable. I went to talk in person, and they refused to give a working email, phone number to contact, and maintain a refund is not an option. The simple fact is that they are not providing the service I paid for and do not have a way to speak with someone who could potentially help me. At this point, I would appreciate assistance in getting my money back.

  Customer response

  05/03/2022

  Consumer has notified BBB that the matter has been resolved by the business.

  Business response

  05/04/2022

  "Our location, like most other aquatics programs, is quite full this time of the year as families are preparing for summer swimming. When ******** initially started looking for lessons, she was looking for spots for 3 children at/near the same time. Our schedule was quite full, and the team needed to sift through upcoming changes in our schedule to see where & when we could accommodate them. We did offer a handful of class options to ********, however they were not conducive with her family's schedule. Our team continued to look, but many of the future options were dependent on other swimmer's schedules changing. With this, we could not give her an immediate response like she requested, as there were many other moving parts that impacted scheduling options for them. 
  
  Our corporate team did touch base with ******** on 4/27/22, unknowing that this complaint had been submitted the day before. The corporate team member took the time to better understand ********** perspective & concerns. A refund for the nonrefundable gift cards was granted & has since been mailed back to this parent. It appeared that ******** was pleased with this conversation as she deleted her negative ****** Review following this connect.  
  
  Additionally, our corporate team was unaware that the email that was given to families with customer concerns was not working. This has since been resolved and is now functional."
  
  Please let me know if you are in need of anything else. 
  
  Swim Safe, Paddle On!
  Lindsey S.
  Director of Operations

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩