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Business Profile

Swimming Lessons

Aqua- Tots

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Swimming Lessons.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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:05/16/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Aqua Tots of Louisville does not provide any information online nor in phone calls that you have to complete a 60 day no-money back upon beginning lessons with their organization. Only once you call to cease services, which requires a 30 day notice do they inform you on first payment you are signing up for a total of 60 days of lessons. They do not specify in any of their online information or when you call that your child will be subjected to being put under water as their first exercise and that will be a continuation of the only exercises they will do during that lesson. No actual swim lessons are offered, just submersion exercises.

    Business Response

    Date: 06/05/2023

    Attached is the mailed letter from the BBB regarding the complaint. Also attached for reference is the Swim Waiver acknowledged and signed by ******* ********* Aqua-Tots requires this swim waiver to be signed by every customer prior to their child swimming at Aqua-Tots acknowledging that they are fully informed and aware of all of our policies and terms/conditions. ******* claims that we only explain these policies once a customer calls to cease services, which is inaccurate, as shown by the attached document signed by Jeffries on the first day of swim lessons. There is also information online regarding no refunds, and that by providing your credit card information, you have agreed to the terms and conditions of the monthly auto payment ********************************************* *********** *** ********* 

     

    Her second claim of not advertising submersions is inaccurate as shown in attached screenshots. We clearly advertise that we are a pro-submersion swim school and that a child will go underwater safely. Aqua-Tots Swim Schools is a franchise with over 130 locations around the world that teaches over 5 million swim lessons every year, yet Jeffries claims that "no actual swim lessons are offered." This statement is not based in fact.

Aqua- Tots is NOT a BBB Accredited Business.

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