We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Swimming Lessons

Foss Swim School

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Swimming Lessons.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 3 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/22/2024

    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 attempted to register my children for their Fall 2024. After adding a $50 gift card and a coupon code, I signed up for the installment plan of $52 per child. I authorized $104 to be debited from my card. Instead the Company attempted to charge $161 as the first installment. I called the same day, 2 weeks ago. I spoke to an employee who said it was an error and someone would be in touch to correct it. She also said my children would not lose their place in the selected class. I have NOT received a callback to date. Yesterday, I was notified that the Company tried to run my card again for the invalid charge. *** made countless phone calls, left voicemails and NOTHING. Dead air. Today I logged back in the website, the classes are unreserved for both kids. I tried to use my gift card and that also failed. I want this fixed NOW! And any reimbursement given to resolve. This is bad customer and bad business practices.

  • Initial Complaint

    Date:07/31/2024

    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.
    Their instructors for small children are useless and horribly trained. I specifically told that she hates water on the face or being submerged. The immature ignorant instructor still did the same my daughter got to her. Now, my daughter has developed a long-lasting phobia of swimming and feels like she is drowning. **** fails to refund or acknowledge or even postpone the missed classes for a year or so to accommodate. I had already told them the entire situation on the second session.

  • Initial Complaint

    Date:07/10/2024

    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.
    My daughters used to take swimming lessons at **** and their manager at the time assured us, that the money that was already paid would become a voucher to be used at a later time. The manager indicated there is no expiration to the voucher and that we could come back any time. Fast forward to the summer of 2024 and Foss Swim School of South Barrington indicates that the credits have expired. I have insisted that the business either refunds my credit card directly or issue a gift card. There hasn't been a response from ****. A couple of takeaways; with today's technology a company should send an email or a note that the credits or vouchers are expiring. If the company can take the time to send emails regarding promotions; then why not send a reminder email, which would indicate that the credits are about to expire? If it were the case we would have certainly signed up our kids before credits expired.They are trying to shield themselves with a one-year policy, but the reality is that they have taken money and didn't render any services.

  • Initial Complaint

    Date:05/30/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Always over 300 dollars per session. An on deck supervisor discriminated against my son, involved other instructors to join the discrimination. it was based on assuming my son had autism or other mental health disorders- he has none. staff openly laughed at the child and parents. I completed a private evaluation of the session and the deck supervisor then accused me of racism for not know her name and not knowing other instructors names in the evaluation. I have never had a face to face talk with anyone at **** about the evaluations aside from a previous manager who fixed the issues at hand. to discriminate against paying clients simply because of language, assumption of child behavior under age 4, speaking poorly of parents that just want their kids to learn how to swim as really left us anxious. this has nothing to do with anyones race or appearance. The supervisor ***** failed to take accountability for her actions during spring session and this happened numerous times. we felt unsafe coming back in. We were then told we would be kicked out of the program for the private evaluation that is meant for management to see. a ************************* then proceeded to block access to email anyone to address the issues. I asked for *************************** number and they would not provide any contact info. to discriminate against a child for language barriers and normal child behaviors at age 3/4 should be illegal. there was not even an apology for ****** actions against myself and my son throughout the session. Id like a refund for spring and summer session without question as we were told we are no longer welcome due to our private eval. I also have 1 voucher that needs to be refunded. I would never recommend or enter this business again for how we were treated. ***** should be fired for poor performance as an on deck supervisor and for defamation against paying parent and child. We are flabbergasted and shocked at the carelessness of Foss swim school in Barrington.

    Business Response

    Date: 06/14/2023

    Good evening.

    Our Director of Field Operations worked with this family and provided a refund a couple weeks ago.  We didn't receive the original communication from BBB as the email address was incorrect.

    This is issue is resolved with satisfactory resolution and should be closed.

    Thanks and let me know if you have any questions.

     

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

    Chief Executive Officer

    Customer Answer

    Date: 06/14/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Hopefully, they fired the young on deck supervisor for her actions of full discrimination against others( students) that speak different languages than their own. I have spoken to ******* ( regional manager) and he seemed to understand the issues at hand and the wrongful actions of bear paddle employees, as he hopefully works to create a safe space for all students, which at this time, the facility lacks. 

    Sincerely,

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

Foss Swim School is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.