Complaints

• Initial Complaint

  01/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 14, 2022, we were told in an email from ***** at Warson Woods Goldfish Swim School that we could cancel swim lessons and they would waive their 30 day policy regarding cancellations. On October 2, 2022, we were charged $119.66. When the charge was brought to the attention of staff, they cited the 30 day policy despite what we were told via email. Email communication is attached. We would like a refund of $119.66.

  Business response

  01/30/2023

  ***** called and said if Sunday doesn't work we can withdraw ********* immediately.  I basically said yes and told them if you want to take this route, I will withdraw her immediately.  I never heard back from them.  We weren't sure if they wanted to keep their other kid enrolled but they never responded to me. This is why we billed their son for the next month, we continued to hold the spot for him.  We didn't hear anything from them and turned other customers away because of this. 

  Business response

  02/01/2023

  *** called to say she is working on sending a response to this complaint. She has been sick and out of the office.  She has agreed to refund the customer but wants to send her response by email to us so she can explain more.

  Business response

  03/16/2023

  I wanted to send a copy of this email showing my act of goodwill towards the customer that complained about our policies. Despite any miscommunication, what's most important to us is that we set all families up for success when it comes to water safety awareness. I have refunded the ******* Family and offered a credit if they choose to give us another chance at teaching perpetual swim lessons to their two children. If you need something specifically sent in response to the complaint, please let me know. 

  Thanks!

  
  

  ---------- Forwarded message ---------
  ******************* <************************************************>
  *************************************>, <*********************>
  
  

  Dear ******* Family,

  
  

  It was brought to my attention that there was confusion on the cancellation of your membership earlier this year. Although time has passed since you submitted a complaint to the Better Business Bureau in January, your concern is very important to me. 

  
  

  We have been working very hard to recruit, train and retain employees to teach our time-tested curriculum. I realize these occasional adjustments to the schedule can cause confusion. In addition to our changes, your fall schedule made it difficult for you to get up to Goldfish to officially give the typical 30-day notice.

  
  

  While our policies state that the withdrawal needs to be received in person, my team's attempt to make the process easier for you, led to confusion over what they thought was an email acceptance of your Oct. 13 drop date. After reviewing this matter, I have arranged a refund in the amount of $119.66. You should receive the refunded amount returned to your original payment method within 5-7 business days. Please reach out to me directly with questions or concerns. My cell phone is listed below.

  
  

  I have also added a credit to your account for two free classes for both ********* and ********* to use if you choose to re-enroll in our perpetual program in the future. I hope when your schedule allows, you'll give us a second chance to offer you the GOLDEN experience you deserve.

  
  

  'Swim'cerely,

  ***

  *******************

  Operating Owner

  Kirkwood Swim School, LLC

  Customer response

  03/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****

*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. ↩