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Business Profile

Swimming Lessons

Swim Fins Swim School

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Swimming Lessons.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:14/11/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 signed up for swimming classes for my child and I was not informed that it would be taught by trainees. We paid in full and was it was never disclosed and my concerns were not addressed. No compensation for this misleading classes.

  • Initial Complaint

    Date:17/10/2024

    Type:Order Issues
    Status:
    Unanswered
    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 have registered my son for swim ******s with Swim Fins in June 2024 and paid them in advance $584.85 inclusive of taxes for 17 ******s starting from Sep 29 We have attended 7 classes so far, We registered for a class on Thursdays from 2:50pm- 3:15pm - its a 25 min ******* So far my son was the only one in the class. Since last week we started getting emails from them to switch the class to another weekday like Friday or Thursday to another location or another time, which cant work for us as both my husband and myself work full time we had to make adjustments to make it work. We adjusted our schedules for this class to work that we registered for and made that commitment after all the adjustments we had to do. Now all of a sudden when were not open to switching the class like that, so we politely declined to switch and asked for the classes to continue as is. But now we have received an email about getting an extra charge of $304.50 for the coming ******s. As they have converted the class that my son is enrolled in as a private ****** because they didnt meet the minimum limit of students per class. So now we have to pay them more money. How is this our fault?! We are forced to either switch the class timings or pay them more money, which is absurd!!I would like them to continue the ******s to the very end without any extra charges from us. And bear the cost of the risk of doing business and stick to their commitment.

  • Initial Complaint

    Date:23/08/2023

    Type:Billing Issues
    Status:
    Unanswered
    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.
    They charged me $621.07 on June 22nd, 2023 for their fall class when the summer class hasnt even started. As my child is completing the summer class, she is finishing all the swimming levels that this business has to offer. I reached out recently for a refund but got told they only do refund in credit. I explained to the business manager that my child has out grew their program and there is no further classes they can provide. This credit of $630 has no use to me. They kept saying they have zero cancellation policy in place but the issue is they charge the clients 3 months in advance. Its hard to the parents to plan ahead for stopping the charge. I went to their ****** review and it seems to happen to a lot of families out there. I dont think they should do this to innocent families with kids.

  • Initial Complaint

    Date:09/08/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    The website says that students can learn to swim in as quick as 1/4 the time of regular lessons, so we thought even if they learn in 1/2 the time, or just learn some good swimming skills then that would be great. My children actually regressed in their swimming skills and had to take other lessons just to get back up to where they were before swim fins. The company only responded to one e-mail.

  • Initial Complaint

    Date:25/05/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Swim **** not returning the credit amount after struggling to provide committed service I requested to transfer of the credit on my file, which was issued as a result of the class cancellation on Swimfins' end. Due to staffing shortages and pool unavailability , the swim class we had enrolled in were canceled, and I was informed that a credit would be issued for future use.I would like to kindly request that this credit be transferred to my account, as I am unable to make use of it for the canceled class. Considering the inconvenience caused by the cancellation, I would greatly appreciate your assistance in facilitating this transfer.Please let me know the necessary steps I need to take or any additional information you require to process this request. I look forward to your prompt response and resolution of this matter.

  • Initial Complaint

    Date:11/01/2023

    Type:Product Issues
    Status:
    Unanswered
    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 signed my daughter up for swimming lessons through Swim Fins on Jan. 4 2023, online. I was charged $409.50 by Swim Fins on January 5th 2023. They did not require me to accept and terms or policies before payment or provide information regarding the location ( which turns out is a hotel pool) and that I would not be allowed in, but would need to drop off my small child and leave her with strangers until AFTER payment was made. I emailed to inform them I could not accept the terms and would need a refund. This request was not acknowledge in the emails I received back from Chris at Swim Fins. I was however emailed on Jan.9 2023 that they would be charging my card an additional $113.40 due to an error in dates. I emailed back asking them not to charge my card and immediately canceled my credit card so that this unauthorized payment could not be processed. They do not acknowledge my request for a refund and I refuse to leave my small child alone at a hotel pool with strangers, ***** * *** *** ** ***** ** ****** *** ******. Please help me recover the $409.50 that they charged for lessons I can not proceed with and have them delete my personal details from their files. Thank you.

  • Initial Complaint

    Date:19/07/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    SwimFins operates under a "perpetual registration" policy. This year, the withdrawal for the fall session inconveniently fell in the last week of the school year. I missed the deadline to withdraw for fall by two days.

    When I realized my credit card had been charged almost $600 for swimming lessons for fall, I emailed the company immediately to advise that I intended to withdraw my son as with hockey and soccer, we do not have time for swimming this fall. I also advised that I felt my son had outgrown the program (we had started just before the pandemic), and indicated that I did not want a credit but a full reimbursement.

    SwimFins refused to reimburse my money. I noted that I had never requested reimbursement before (even when classes were cancelled twice due to the pandemic/coach shortages), but now had valid reasons to withdraw as their services are no longer suitable for my son. SwimFins still refused to return my money. I know full well that my son's spot would be quickly filled for fall given that I requested the withdrawal in June. Yet, SwimFins is holding onto my money knowing that I am not going to receive any services from them in return. This is not fair, and given my loyalty over the pandemic, makes me feel taken advantage of as a customer.

    I would like my money back, and I am looking for advice as to whether the "perpetual registration" clause of the agreement would be considered a legally enforceable provision.

    Thank you.

    *****

    Customer Answer

    Date: 19/07/2022

    Hi there,



    My last interaction with this company was last week via email, and my complaint relates to a charge by the company to my credit card in June 2022.



    Thank you.



    *****

Swim Fins Swim School is NOT a BBB Accredited Business.

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