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Business Profile

Fitness Center

Princeton Fitness & Wellness Center

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints 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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  • Initial Complaint

    Date:07/09/2023

    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.
    In January 2023, I signed up my six year old son for swim ******s through the Princeton *********************************************** (PFW) Center on Route 206. I purchased a package of 16 swim ******s (30 minutes/******, 1x per week) through S. After being put on a waiting list, I was assigned an instructor, K., with the first ****** to start on 2/24. Unfortunately, the first instructor canceled several sessions due to medical issues and personal conflicts and then quit on 5/4.First Instructor:2/24 Lesson * First Lesson;3/3, 3/10, 3/17, 3/24, 4/28 Lessons * All Canceled;On 5/4, a notification was sent that she's leaving PFW and will no longer conduct swim ******s.After reaching out to PFW several times, I was then assigned a second instructor, P. This instructor also canceled several times due to medical issues and then quite on 6/7.Second Instructor:5/22 Lesson * First Lesson;5/29, 6/5 Lessons * All Canceled; On 6/7, a notification was sent that she will not continue with ******s due to medical issues.Again, after notifying PFW several times, I was then assigned a third instructor, A.. This instructor contacted me to start the first ****** on 7/9. I drove to PFW center and received a VM ~10 minutes before the ****** was supposed to start that she was double booked and asked if I can reschedule to a later time.Third Instructor:7/9 First Lesson * It was double booked so it got canceled.Unfortunately, I have been dealing with constant cancellations for approximately 6 months. I have tried to contact the ****************************** including the General Manager, **, requesting a refund but I never receive a response from management. They typically triage the e*mail to another instructor and have them contact me instead. The aquatics facility has been very unresponsive, disorganized in scheduling, and unprofessional to deal with in terms of swim ******s.

    Business Response

    Date: 07/19/2023

    Sorry for the delay. We have spoke to ****** directly and believe this issue is resolved. Thank you! 

    Customer Answer

    Date: 07/21/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. PFW has issued a refund for the remaining swim lessons.

    Regards,

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

Princeton Fitness & Wellness Center is NOT a BBB Accredited Business.

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