Complaints

• Initial Complaint

  01/15/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I enrolled my child for swimming classes at RWJ Fitness and Health Hamilton NJ in October 2024. During evaluation, my daughter had a head-on with another child who was diving. My daughter went to 1st class where she felt dizzy. Took her to pediatrician who diagnosed as concussion. I shared doctor's note with RWJ aquatics manager via email and she also recommended that my daughter cannot continue until cleared from the doctor. My daughter also had a foot fracture as a result of dizziness from concussion. The recovery has been very lengthy for my daughter with a lot of pain and suffering and missed out on many events and many medical bills to pay. She was finally cleared starting January 2025 but my daughter has developed a fear to going back to RWJ Swimming classes and she does not want to go there. I had sent an email to the current aquatics manager who requested all details explaining what had happened. I provided her all the details and doctors notes. She took all the details but never responded back. I keep sending her emails but no response. And because of them I had incurred so many medical bills and my daughter went through a lot of suffering. They were not even apologetic and do not even care to respond and discuss the refund. I am seeking BBB to help me get my refund back from RWJ Fitness and Health Hamilton NJ for the swimming classes we never took from them with an apology. Thank you BBB in advance for your support and any assistance to help me get my refund from RWJ with an apology.

  Business response

  01/18/2025

  Our general manager spoke with Ms. ************.  We explained that our aquatics manager changed and we did not see her email, of course we were not ignoring the email. We are very concerned about the health and well being of the child. We originally understood that the child needed down time and to be placed in a different group, so we put the $297 as a credit on the account until she was ready to return. After our general manager spoke with Ms. ************, she apologized for the situation and we told her we would refund the $297 payment in full. A check has already been placed in the mail.  We explained that we are here for the child whenever she is ready to learn to swim. We suggested doing one on one lessons in our warm pool that is more inviting and personalized. We feel that the matter has been resolved.

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