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Business Profile

Swimming Lessons

Bear Paddle Swim School

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Swimming Lessons.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/02/2025

    Type:Order 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.
    Numerous attempts to cancel membership of the last 9 months. In person and over phone. I continue to be charged.

    Family account is under ****** *******- Cincinnati-****** location.

    Business Response

    Date: 06/13/2025


    Thank you for forwarding the concern regarding the ******* family’s membership at our Bear Paddle Swim School – Cincinnati ****** location.

    We have reviewed the account and all related correspondence thoroughly. Bear Paddle’s cancellation policy, which the ******* family acknowledged and signed at the time of enrollment, requires a written cancellation form to be completed in person at the facility with a minimum of 30 days’ notice. This policy ensures clarity and protects all parties involved.

    While we did receive an email inquiry regarding cancellation on March 9th, no in-person follow-up or written form was submitted at our location, as required to process a cancellation. Because the necessary steps were not completed, the membership remained active and charges continued accordingly.

    As a gesture of goodwill, we will refund the membership dues for April and May, even though proper cancellation procedures were not followed. We hope this demonstrates our commitment to resolving the matter fairly.

    Attached to this email, you will find:

    A copy of the signed membership agreement outlining our cancellation policy.
    The March 9th email that was not completed with the required in-person follow-up.

    We appreciate the opportunity to respond and clarify, and we welcome any further questions.
  • Initial Complaint

    Date:11/05/2024

    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.
    My son has been at Bear Paddle since February 2022, at age 3. From February through April, he was in a mommy and me class, where he received 2 of 3 badges for completing level 1. When he turned 4, he was moved to regular classes without a parent. For over a year, he remained in level 1, as he did not get his badge for floating. His other 2 badges he obtained include being able to get out of the pool by himself and swimming 5 feet. He attended 1 private lesson every month focused on floating. Other parents, whose kids have started lessons after mine, are already in level 4 and 5. Considering I have a very athletic kid compared to those other kids, I questioned why he was not “progressing”. One reason could be the lack of consistency of instructors- he had a different instructor every week for the first few months, with lack of communication of progress. For 6 months, his reports state that he could float, but need to work on consistency. Finally at 16 months, I asked what the definition of consistency is. I also inquired about the huge poster by the door that states if your child does not progress in a timely fashion, then you can receive up to 6 months tuition for free. The manager agreed that this may be a good reason for 6 months free tuition, but she had to ask corporate. This was in July of 2024. Coincidentally a few weeks later in August I was told that the definition of floating changed, and he now qualifies for the badge. I inquired monthly asking if corporate got back to them about the 6 months tuition, but I was told they have a backlog, and they are at the “bottom of the barrel”. Each time I am also told that they will email corporate again, and they will have the other manager reach out, and also the regional manager. It is now Nov 2024. At this point I was told they have a lot of new people joining corporate, so it is hard to get in touch with someone. I feel like they just don’t want to give me 6 months free tuition. Really, I deserve more.

    Business Response

    Date: 11/21/2024

    Hello - 

    Thank you for bringing this matter to our attention. After reviewing the account in question, we would like to address the concerns raised regarding the Student’s progress and our communication with the Family.
    The Student transitioned to a new class as a severe water adjuster, and we worked with the Family to provide personalized support and set clear expectations for progression. During this time, we reinforced staff training to ensure alignment on progression standards, including clarifying that students can advance to the next level with supported floating skills.
    The Student later transitioned to a different class schedule, and we recently worked with the Family to address a billing concern. We ensured that the credit was properly applied and confirmed the refund timeline. Throughout our interactions, we have maintained open communication and valued the Family’s feedback.
    We remain committed to delivering exceptional experiences for all families and continuously strive to enhance our processes to meet their needs. We welcome the opportunity to support the Student’s continued progress and address any remaining concerns.

    A**** B**** - Bear Paddle Swim School Sr. Director 

    Customer Answer

    Date: 11/27/2024

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.


    Student Progression: While they mention reinforcing staff training and clarifying progression standards, this does not explain why my son spent over a year in Level 1 despite making clear progress in other skills. Additionally, the sudden change in the definition of floating and its timing remains unexplained.
    2.Tuition Credit: the response mentions a credit for canceled classes due to pool closures and misbilling for holidays. However, this has nothing to do with the 6-month tuition credit policy referenced in my complaint. I have been inquiring about this specific policy since July 2024, as my son did not progress in a timely fashion, and this issue remains unresolved despite multiple follow-ups.
    Communication Delays: the response does not address the repeated delays and lack of follow-through on escalating my concerns to corporate, as well as the ongoing excuses provided about backlogs or new hires. This lack of responsiveness has further compounded my frustration.


    Regards,



    ***** *****

    Business Response

    Date: 12/09/2024


    Thank you for bringing your concerns to our attention. At Bear Paddle, swimmers progress through levels based on mastering specific skills within their current level. For Level 1, this includes floating independently on their back without the support of a pool noodle. This standard was introduced company-wide to ensure consistent swimmer safety and skill development. Unfortunately, your child did not meet this requirement during their time in Level 1, which is why they remained at that level. We understand this may be frustrating, but the standard was established to create a safe and effective learning environment for all swimmers.
    Regarding the tuition credit, we sincerely apologize for the confusion and delays in addressing your concern. While the 6-month tuition credit policy was part of an older program that is no longer active, we understand your frustration. If you would like to further discuss this, we are happy to honor your request for 6 free months of lessons. Please reach out directly to our Senior Director of Operations, A**** B., at A****.b***************, and we will eagerly assist you.
    Thank you for giving us the opportunity to improve.

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