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:07/13/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  In January 2023 I enrolled two children into swim classes at Goldfish Swim School located in ********* **. I provided my credit card for monthly billing at the time of enrollment. At the end of April we decided to cancel the enrollment because we have our own pool and wanted to try private lessons. In compliance with School's policy, which requires a 30 day advance notice for cancellation, I spoke with a front desk representative of Goldfish Swim School on Sunday April 23rd (during regular class time) and requested to cancel enrollment for both children starting end of May 2023. The front desk representative on duty asked to complete a paper form, which I did, and I was advised that our last class would be on Sunday May 21st for both children (the School records would show that neither child attended classes after that date). I was assured at the time that our enrollment was cancelled as of May 21st and we did not need to do anything else. I did not notice until today when I looked at my credit card statement on file with Goldfish Swim School that the School charged my credit card on both June 1st and July 1st for swim classes in the amount of $277.92 for each months, despite we followed proper procedure to cancel our enrollment back in April. I called the School immediately to address my concern (and I called during regular business hours). The person who picked up the phone introduced herself as Yolanda H. Yolanda advised me that she saw no record of us ever cancelling the enrollment and there was nothing she could do about it. After I expressed my frustration and disbelief that the person who processed our enrollment cancellation in April did not follow through with proper paperwork, Yolanda suggested that she would pass along my concerns to a supervisor. When I asked for a name of a supervisor who would call me back, Yolanda was not willing to disclose such information. She also told me that this was just an answering service.

  Customer Answer

  Date: 07/14/2023

  ***** ***** ***** ***********************
  ***** ********* **** *** **** **** **
  *** ********** ***********************
  ******** ****** *** ********* *********
  
   

  To whom it may concern.   I spoke with the General Manager of Goldfish Swim School in ********* ** today who was very helpful in resolving my complaint.  She committed to providing full credit for the two months of classes charged after the enrollment was cancelled and properly cancelled the enrollment as of May 2023.  Thank you for your assistance in this matter.  

   

  ***** ***** 

  Customer Answer

  Date: 07/14/2023

  ***** ***** ***** ***********************
  ***** ********* **** *** **** **** **
  *** ********** ***********************
  ******** ****** *** ********* *********
  
   

  To whom it may concern.   I spoke with the General Manager of Goldfish Swim School in ********* ** today who was very helpful in resolving my complaint.  She committed to providing full credit for the two months of classes charged after the enrollment was cancelled and properly cancelled the enrollment as of May 2023.  Thank you for your assistance in this matter.  

   

  ***** *****