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Business Profile

Swimming Lessons

Terra Nova Aquatics

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Swimming Lessons.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:06/20/2025

    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 am writing to formally request a full reimbursement of $630 for services that were not rendered between December 2024 and June 2025 from Terra Nova Aquatics and the director **** PenceIn December 2024, I contacted Terra Nova Aquatics to inquire about enrolling my daughter into their swim program. Per **** ***** instructions, I completed and submitted the registration and payment authorization forms. However, I never received confirmation of enrollment, a class start date, or any follow-up instructions. He mentioned that a Team Unity account would be created for me and that I would receive further instructions via email, but this never occurred.Unbeknownst to me, **** ***** began charging my credit card $90 per month starting in December 2024. During this entire period:My daughter was never enrolled in any class.I did not receive any invoices or receipts for the monthly charges.I was never made aware that the registration was processed or that billing had begun.I did not receive any welcome or enrollment information until June 16, 2025, when **** ***** sent a welcome email and finalized the ************* was not until June 2025 that I became aware of these charges. When I contacted him to clarify the matter, I explained that the registration had not been finalized, and I had no knowledge of the billing. Despite this, he declined to fully reimburse me and instead offered only half of the amount charged.This situation is unacceptable. I could not comply with their cancellation policy because I was never notified that my daughter had been enrolled. No communication, confirmation, or billing notices were sent to me during this period.Given the circumstances, I am requesting a full reimbursement of $630 for the months of December 2024 through May 2025, during which no services were used and no enrollment was finalized.

Terra Nova Aquatics is NOT a BBB Accredited Business.

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