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:09/16/2024

  Type:Service or Repair 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.

  Hi! My 5 year old daughter, ****, has been going to **** swim school in Ballwin, MO for a little over a year now. At the end of her last term she was evaluated by **** and recommended to level up to Middle 5 and we agreed and enrolled her on 8/10/2024. Her first session was on 9/7/2024 and that was when we realized that ****, without informing us, had switched **** to Big 4 level. Big 4 is for older children (seemingly 9-11 years old with a higher student teacher ratio). **** was very exhausted and could not endure the activities of Big 4 class. Moreover, teacher was not using a safety island at the pool lane entrance due to it not being needed by 9-11 year olds and their ability to reach bottom of the pool without the use of the island. During the class, **** needed to constantly face away from the pool and hold onto pool walls to stay above water level. We had great safety concerns and noticed the teacher could hardly supervise **** and accommodate for her ages needs since she was busy with five other 9-11 year old kids. We contacted the manager at this location on 9/14 and requested a refund for their mistake of replacing **** in an improper class, not notifying us, and endangering the safety of our child by not providing the safety gear needed for her age group. **** did not have enough enrollees for Middle 5 and decided to replace **** to an improper class for her age group and we dont want **** to go there anymore as we are concerned with her safety at that facility. We were denied a refund and manager did not escalate our issue saying there was no one above her that we could talk to. We have paid $472.50 and we would like a full and immediate refund. If full refund is not granted by the facility, we will follow through with filing with *************************** and MO licensing body of government for an inspection of this facility to get to the bottom of this. Weve consulted with legal counsel and they are more than happy to look into this neglect.

  Business Response

  Date: 09/22/2024

  When **** was enrolled on 8/10/24, we had a conversation with her mom. The conversation was about the fact that enrollment opened 2 weeks before (7/30/24) and due to this fact, all of our Middle 5 levels, that worked with their schedule, were full. We offered other Middle 5 times throughout the week but mom said none of them worked. Since they weren't able to make it to any other Middle 5 times, we told her about Big 4. Big 4 has the same ****** plan, progression standards, and student to teacher ratio (6:1) as a Middle 5 has because these levels are part of our Swim Team Prep classes and all of the kids in these levels are safe and strong swimmers. We let mom know that some kids in the class may be older but will be the same skill level. We also told mom that **** will be the youngest but not by a lot as there is also a 6 year old in the class who has been in this class for 6 months (since she was 5 years, 7 months which is the same age as ****). Mom called on 9/14 and said they wanted to drop and get a refund because the kids in the class were 9-11 years old and it was unsafe for ****. I called mom back on 9/16 and reminded her of our Refund Policy (families are not eligible for refunds once the quarter has began but can get credits back onto their **** Family Account) and that this is part of the terms and conditions that every family signs when they sign up with us. I also told mom that of the 6 kids in the class, there is only 1 kid over the age of 9 years and that the ages of the kids in the class are 8 years, 8 years, 8 years, 10 years and 6 years (not counting ****, who is 5 and a half). Mom went on to say that it is unsafe as **** can't stand in a 4 foot deep pool. I reminded her that since this is a Swim Team Prep class, there wouldn't be a lot of time to stand and she will be swimming the majority of the class. At the end of the conversation, I told mom that I would reach out to our District Operations Manager and see if we would be allowed to break policy and offer a refund. It was approved and I issued a refund for the remaining classes that have not been swam but couldn't offer a refund for the classes the already happened. A refund of $409.50 was issued on 9/16 and I called mom to let her know that it had been issued.

  Customer Answer

  Date: 09/23/2024

  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.
  
  Sincerely,
  
  ***** Karimzadehtabrizi

  Customer Answer

  Date: 09/23/2024

  Thank you for following up. **** is still 5 and she can not be in a class with a ration of 1-6 as the manager told me. That ratio is for 6 and up. My daughter does not go there anymore as I found a safer swim school with a great customer service. I do not recommend this swim school to anyone.