Complaints

This profile includes complaints for AquaTech Swim's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AquaTech Swim

  2203 Mariner Square Loop Alameda, CA 94501-1021

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  AquaTech Swim

  1220 Diamond Way Ste 110 Concord, CA 94520-5267

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:04/02/2024

  Type:Service or Repair 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.

  Sometime in March we asked Aquatech ******* whether we could book a group reservation for 14 kids through one parent's account - we were told we could. On 3/29, we booked a group of friends to swim during AquaRec at ******* from 4:30-6:30 through Aquatech's website under one parent's account. On 4/1, we were contacted by ********; he inquired whether this group reservation is a party. We told him no - it's a group of school friends who want to swim together. He told us, next time, to have each child's parent/guardian book their reservation individually, but otherwise our reservation was still on for 4/6. Today, 4/2, we were informed that our reservation was canceled because each child's parent/guardian must book their own reservation. I understand that Aquatech has a policy, but that policy was not clear: we asked Aquatech employees on the phone whether we could book this way and were told we could, we were able to book this way through the Aquatech website, and we were told on the phone and through email on 4/1 that our reservation was still booked. We relied on Aquatech's employees and the website to have this time for our kids to swim together. Although we may still be able to book each kid for Saturday, 4/6, at 4:30, we feel that Aquatech has burdened us with its inconsistent policy information. If we knew from the outset that we must book each child individually, we would have done so, but now we have to go through the whole process again. It's very disappointing and burdensome on the consumer.

  Business Response

  Date: 04/03/2024

  Thanks for reaching out and we are sorry that you were frustrated by your interaction with customer service staff. We at AqauTech Swim wish for you to have an exceptional time at the pool!

  
  Your complaint stems from what you say is "inconsistent" policy but in fact we are very clear about anyone trying to throw a birthday party in our facilities without going through the formal event booking process. Birthday parties have a different impact and carry a specific set of liabilities compared to individual families coming to our open swim ********* ****** To be clear, your statement, "On 4/1, we were contacted by ********; he inquired whether this group reservation is a party. We told him no - it's a group of school friends who want to swim together." is inconsistent with the fact that you were organizing a Birthday Party in our space. The following attachment(s) illustrate that the families invited by the customer were clearly attending a Birthday Party. 
  
  The only confusion around booking might have been that our staff attempted to be flexible, trying to understand the needs of a parent, but the policy around Birthday parties is irrefutable and appears to have been evaded on purpose. This preponderance of evidence should qualify for dismissal of this complaint.

  
  AquaTech Swim takes the application of company policy seriously because it must be applied consistently in order to allow for operational support of events and customers without sacrificing the safety of all customers.

  
  Have a great day!

• Initial Complaint

  Date:06/03/2023

  Type:Service or Repair 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.

  Super disappointed and I think the customer service is disingenuous at best. Enrolled my child in an available class at the time to secure a spot per customer service, spoke to CS (*****) twice on the day of enrollment and was assured that it was okay to secure the spot available and move her up to her level after this (2 sessions) end. At the end of the 2nd session, apparently that was also the day they were supposedly doing assessments for kids which was a stunt at best cause when we went to front desk to discuss to move her up, they called to pool staff who had no record of her other then saying that 'your daughter is a higher level but we need an assessment'! weren't they doing an assessment tht day (5/31)? why was she not assessed? Is the assessment free- No we r supposed to pay for another ****** for them to assess (another gimmick- gt to know frm bad reviews on yelp). Next, we had also spoken to CS during enrollment that she goes to another sport where she plays competitive, when they release the roster we will need to change, which happened beg Jun we didn't find a suitable next ****** so we unenrolled from current lower level and enrolled her in 1 single- suitable level ******, if its for her would keep it. CS called us multiple times harassed us badly over ph cause we enrolld at a diff level, we reminded thm that she alrdy knew strokes & the lower level was not right, we alrdy discussed it earlier but to no help. We went to the facility & explained bt the staff there was inept & insinuated without trying to understand our point. They didn't assess our child & just want to keep her enrolled extract fees for a much lower level is cheating & scamming after telling us differently during enrollment. Also charged me $40 on a separate transaction without stating it clearly or mentioning it at all during enrollment. They insult the parents and the parents must not utter a word. Then they closed our account because we disagreed to their cheating. Shame on Aquatech!

  Business Response

  Date: 06/05/2023

  Thanks for the head up on a customer complaint. We are so sorry that conflict came from any event related to kids swim ******s. We are especially concerned about the argumentative nature of the customer because there could have been a workable solution but the parent screaming got in the way of really trying to settle on giving the child a trial at the higher instruction level.

  The customer in question refused to accept that her child could start at a "Silver Fish" level and could quickly move up to ****** levels instead pushed to have her child be placed 2 levels above the level assessed by our swim instructors. Our actual solution would have been to move the child up levels quickly once a comfort level with the child's skills are assessed and confirmed.

  AquaTech has a zero tolerance policy for abusive behavior to our staff and after the female parent repeatedly yelled at a staff member on the phone, the customer service representative had to hang up the call. Then the female parent came into the facility to continue yelling at our staff. After repeatedly coaching the parent to stop yelling so that AquaTech could try to find a solution, it was clear that there was no path to deescalation. AquaTech then terminated her from the program and refunded the family all fees related to ****** enrollment.

  It is very unfortunate that so much frustration came out of this engagement. We need to learn from this experience and are extremely saddened by the result because there should have been a way to deescalate the situation.

  We apologize for not finding a way forward with this customer and wish them nothing but the best in finding another swim ****** program.

  Customer Answer

  Date: 06/06/2023

  That is a lie the swim school hasn't refunded the $40 they charged without letting us know or ** agreeing to pay any part of it. Secondly, as mentioned earlier the swim school kept trying to force on the skill level we enrolled her in after the week's so called assessment session passed. They did not assess her correctly, their deck staff hovers over on swimming kids and yells at them constantly if they try to practice when they are not being taught and that's often because their pool is shallow and extremely tiny and for very small kids or shorter kids, my child is 5 ft tall, she came from another ******** swim academy where they were teaching her strokes!!! My child cannot possibly show them her skill level unless they specifically asked them which they don't and will not coz they are trying to hold the kids over in lower skill levels and force those levels on all. Also they insulted ** on phone by just forcing that 'silverfish' level on my child while their silverfish level is for those tiny kids that wear fins and we have record of the person at front desk sitting and told ** our daughter is a an upper level goldfish and possibly a puffer which is where she should have been. They harassed ** on phone and threatened to lower her when we withdrew her from the day she will not be able to go and registered her for a single ****** in puffer on another day that works, where it would have been very easy for them to assess her. If they were really trying to resolve the issue they would have tried to work it out with the parents instead of threatening to put the child out and close the account. The rude attitude started from their end, they called ** multiple times on phone talked rudely and emailed **. We got irritated after going through multiple annoying calls and emails from their CS and despite being busy we tried to go to the facility to discuss the matter when a skinny woman with long blonde hair came and interjected herself into a conversation that we were already having with 2 other grown instructors and insulted **, she insinuated that we are unaware parents and repeatedly shouted at ** calling our child unskilled. We were trying to find a solution that is why we made the effort to go to the school but obviously we were angered at the deranged behavior by the staff. We have been taking her to ******** Swim and never have we ever faced such shameful behavior from any of their staff. Like I mentioned in the initial complaint they just want people to listen and adhere and keep paying for what they want them to pay and not speak about the progress of the child. They think that they will say whatever insult ** and we should not utter a word, obviously we are paying for the ******s, got cheated into them slyly charging another $40 for that we got upset so NO it is not us who instigated the argument it was this facility and their staff and its not just us. Do look at all your reviews on the web, and there's too many that say the same thing. I have shared a couple of screenshots as well for the so unaware facility that calls out parents but fails to mind their own bad attitude. Shame at Aquatech for retaliating and lying about the entire issue.

   

  Business Response

  Date: 06/09/2023

  Firstly, thanks for your response. It is obvious that there is not a amenable solution to have them be a part of our program but we wish them the best in finding another swim program.

  Secondly, the customer was refunded $75.00 for their final ****** ($35) and for the annual fee of $40 dollars.

  Thirdly, the customers perception is not accurate and not reality. All interactions are recorded for training purposes and I have listened to the call and reviewed the video of the onsite interactions several times before my initial response. We do not raise our voices to customers unless there is a need to alert someone to a urgent safety concern. And under no circumstances did our staff raise their voice. Instead the staff was accosted by the customer who was very frustrated to the point of not allowing our customer service staff to actually have a constructive conversation. With that said, I hear the anger and frustration coming through the rejection communication and am alway sorry to see so much frustration come out of someone. After all, we teach swim ******s to kids not anything except that. 

  I am not here to support a customer who is not interested in conforming to our businesses practices. We are not ********************** We are a learn to swim program and follow a systemic ****** format that we create based on Olympic training methodology. There is no practice swimming in the middle of class as that is a distraction from the actual ****** instructor. The customer asked for us to constantly assess her child so that we could move them up a level but was not patient enough to let our assessment process work. We are not ********************** We are AquaTech Swim School and we appreciate the feedback so that we can learn from this encounter and hope to avoid the kind of confusion that appears to have unfolded with Tuh T. 

  Thanks again and we wish Tuh T. and family all the best!

• Initial Complaint

  Date:03/16/2023

  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.

  Retaliation for my reporting that me and my Child were mistreated is bad business. I was initially thrilled to get a spot for my Child at AquaTech. After about 6 different instructors, in as many months I did have some concern about the inconsistency of instruction. When I asked for feedback about my Child's progress, they provided some for the very first time, claiming inconsistencies in my Child's physical performance that they could ONLY have learned at their swim school. There was an instructor who I first categorized as rude, and a then Manager moved my Child into another swim class. About a year later, on Sun Feb 19 this instructor was subbing a make-up class I signed up for days prior. I asked for another instructor. They said they had none. I asked for the make-up token to be returned to me for use at another time. I pointed out that while their policy may be not to "promise" who an instructor would be, that there was no reason why I would subject my Child to someone who I felt mistreated us. I asked what the notes said and was told something like, "dissatisfied with Friday, 3:30pm session." The notes were incomplete at best and I shared that actually, what it really should have said is that my Child and I were subject to microaggressions from this instructor, and that there was no way I'd have my Child work with them again. I asked that someone call me to discuss. I was told that probably wouldn't happen. On Fri Feb 24 I received a call that my bank reversed an entire months fees - I'd asked for a reversal of a fraction of that, just to cover the make-up. AquaTech called to tell me they were cancelling all lessons effective that same day. AT NO TIME DID ANYONE ASK ME FOR MORE INFORMATION REGARDING THE INAPPROPRIATE REMARKS AND TREATMENT FROM THE INSTRUCTOR, OR HOW IT IMPACTED MY CHILD. In fact, after I told them I'd contacted the bank, they acknowledged their mistake and they could run the card again, instead they retaliated, and cancelled registration.