Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/09/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, On Jul 27, 2024, I enrolled for 16 private swimming ******s with ************************ because they said it was a summer promotion, and the total marked up to $1086.90 (1st red flag!) instead of $1026.90 that initially informed. ($200 paid on Jul 27, and $886.90 paid on Aug 13) But when my daughter attending the first ****** on Thursday (Sep 5), they said I still need to pay more than one thousand dollars (2nd red flag!) because the initial cost wasnt covered for the 16 fall private ******s, it was a mistake in the email and the verbal communication.I wasnt happy with this scam, and told them I dont have extra money to pay. I dont mind if they just give me half of the ******s instead. But they said it isnt possible, and the only option is to cancel my daughters ******s and give me full refund (3rd red flag!). Which both of us agreed.But until today, they didnt refund me nor give me ******s, and saying canceling after full payment is not possible, they even send me the link for their no refund policy.This is really unethical business practice and their business license should be reviewed and revoked until investigated completed.

  Customer Answer

  Date: 09/09/2024

  Hi,

  My First Name is ‘Foon’. Last Name is ‘City’.

   

  Thanks,

  Margaret

• Initial Complaint

  Date:11/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to file a formal complaint against Marina Swim School and they are mis-selling the swim lessons to me. I was told that the class size of each swim lesson is Four and they have changed the class size to FIVE while I have paid a full school fee for my two girls for a class size of Four. I have been reaching out to seek clarification and offer to have a refund as a resolution. They said that this is a company policy for changing class size, however some parents at Marina Swim School told me the class size has been Four in their class. Their school fee is not cheap and I cannot accept such irresponsible reply from this school, all is about their policy therefore nothing can be changed.
  
  I had another experience before in regard to overcharge school fee, they have overcharged two lessons due to Victoria Day and Easter Monday. They didn't reach out to their customer to arrange refund, they just arrange credits for the clients for future purchase, this is not a good company practice. They won't take the request from their customer seriously because I have to explain my situation a few times until I got a confirmation of lessons credits. This potentially constitute a fraudulent if I don't have enough patient or understanding.
  
  I have requested to get a refund for the rest of my school fee due to their unfair arrangement of putting additional student in my class while other classes are four (mine is five). They have rejected me due to company policy again, this is really unfair to customer like me. I feel like I have no choice while I am the one paying the service and the service provider couldn't deliver or honor what they said during the selling process.
  
  I want to get BBB to evaluate the case and suggest a solution to settle this case.

  Business Response

  Date: 02/11/2022

  Hello,

  Our company is very caring about our customers.

  We need to get the student's name to analyze this case.

  From your letter we couldn't see this information.

   

  Thank you,

  Alexander T*******
  
  ******* ********

  Customer Answer

  Date: 02/11/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The name of students are not relevant to this case to be honest unless they can proof that they didn't mis-selling their programs to their customers.  

   

  Again, I think this is not a single incident and I have been paying an expensive school fee for bad customer service.  They are aiming to gain profit without considering customers' interest is not acceptable.  This is definitely a bad business practice.  

   

  You may disclose my daughters' name ******** ** *** ********* ** if they insist to know.  However I don't think this helps the process at all unless they agree to refund the rest of school fee to me.

   

  Thanks again for your help in this process!

   

  ******* 
  
  

   

  
  
  
  
  Sincerely,
  
  
  
  ******* ***

  Customer Answer

  Date: 16/11/2022

  Hi *****,

   

  I will need more time to work out my numbers and can I get back to you by this Friday or latest by next Monday ( Nov 21)?

   

  Thanks, ******* 

  Customer Answer

  Date: 22/11/2022

  Below is my computation of my claim against Marina Swim School:

  
  

  CAD / Per lesson	GST	Cost per lesson (incl tax)	Class size	No. of lessons	Time allocation per lesson/ student	Cost (CAD)
  52.8	5%	55.44	4	13	15 mins
  52.8	5%	55.44	5	13	12 mins
  Claim of school fee per lesson for two daughters						27.72
  Total claim (CAD 27.72 x 13 lessons)						360.36

  
  

  I am requesting to have CAD360 as a total compensation for breaching the contract.
  

  
  

  Thanks, *******

  
  

  Business Response

  Date: 20/12/2022

  The issue has been resolved from our side.
  ******* has completed all of her lessons with us in this session.
  She purchased a 13 lesson package for this session and completed all of her lessons.
  
  Therefore, we can not issue a refund for the lessons that a customer has taken already.
  Please let me know if you have any other questions.

  Customer Answer

  Date: 21/12/2022

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  I am requesting for the compensation of breaching our contract not the school fee.  As per my earlier email, I am requesting for CAD 360 for breaching the contract and mis-selling the swim program to us.  

   

  I am proactively to resolve this case since October while the swim school seemed rather reactive and keep dragging the case without providing solution until we have finished all swim lessons.  This is unacceptable and irresponsible to their customers.

   

  I will share my experience on social media and parents groups if they don't respond quickly.

  
  
  
  Sincerely,
  
  
  
  ******* ***