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:07/03/2024

  Type:Order 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.

  I registered my son at Goldfish Swim School in ******** ******* in July 2023 for the summer. At the beginning of September 2023, I requested to cancel my membership. They told me I had to give them 30 days' notice and therefore I would be charged for September and partially October for $200, but not to worry I could use those classes for up to a year. This had not been previously disclosed to me, but I paid it and saved the classes for this year (2024). Last week (June 27) I called them to schedule the ‘makeup tokens’ and was told I had to re-register for yet ANOTHER month of paid classes in order to be able to take the tokens plus the membership renewal. Again, this was never communicated to me last year when I was forced to take the extra month of classes. However, the woman on the phone (Harley) tried to help me in any way possible giving me options and ideas on how to make it as cheap as possible. She then passed me on to the manager, Roderick, who thankfully removed the membership renewal fee ($50) but charged me for 3 additional classes for $120 which I had to put in as makeup tokens because of timing. He then scheduled me for the entire month and cancelled my membership in order to make it before the 30 days so that I wouldn't be charged yet again. A couple of days later (June 29) I get an email from Katheryn stating that I can’t schedule classes more than 1 week in advance because they are ‘makeup classes’ and that I have to take them all before July 30th because that is when my membership ends. Now I’m a single mother and scheduling 6 classes is a nightmare for my particular situation and the fact that I can't schedule in advance puts me in a situation where I could lose those times to someone else and then I won’t be able to take the classes unless I pay for yet MORE classes. I replied to the email stating my dissatisfaction and my situation but received no communication back. Goldfish swim school has not considered my situation and left me in the lurch.

  Customer Answer

  Date: 07/11/2024

  Hello,

  Please note that since I have not heard back from anyone yet on this case, and given I only have until the end of the month to take my classes otherwise I have to register for more, I have started taking these makeup classes. The last 3, which will be scheduled for July 30th, are the last three I was forced to take in order to be able to take the makeup tokens. Those are the classes I wish to be refunded for. However, I feel that Goldfish may be stretching this out so I am forced to take the classes and then they don’t have to refund me my money. Please let me know status of this. 
  

  Regards,

  ***

• Initial Complaint

  Date:03/21/2023

  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.

  I am writing because I have had issues with Goldfish swim school at ******* for the last 6 weeks. I have prepaid for my daughter’s swim lessons just so we can do our Family swim on Friday nights. I have called in the last 6 weeks and so far, I have been able to sign up for one open swim (only for 2 people and not the whole family). I have called at 9:58 and have been told that I need to call after 10. I called back at 10:01 am and was told all the spots are filled.
  I have spoken to employee who was extremely rude. I have asked to speak to a manager and employee keeps telling me that “there is no reason to speak to the manager because she will tell you exactly the same thing”. I kept asking to speak to the manager and finally after 10 minutes she agreed to let me speak with Kristine. According to Kristine Goldfish swim school doesn’t have enough staff to extend open swim to more customers and she said all the spots were filled by 10:01. I asked who I can contact, and she replied “there is no need to contact anyone else because they will just forward your email back to me. She said someone else already has done that and all they did is forward their email to me.” This continues to be an issue every week. I am asking for a full refund so I can go somewhere. I was told that advantage of prepaying will provide us with family swim, but it looks like there is no advantage since your facility doesn’t have enough staff to provide customers with full service.