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:12/12/2024

  Type:Product 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.

  Formal Complaint Against Goldfish Swim School, ** ** ***** **, Edmond, OK 73013
  
  Dear Better Business Bureau,
  
  I am writing to formally complain about Goldfish Swim School (GSS) in Edmond, Oklahoma, regarding unsatisfactory service and improper charges.
  
  I enrolled my daughter in swimming lessons at GSS on November 19th, expecting consistent and reliable instruction. However, her instructors were frequently changed, as detailed in the attached documentation. Not all changes were communicated to me, as reflected in the emails provided.
  
  On November 7th, I submitted a withdrawal request, yet I was still charged a full month’s fee of $120 due to their 30-day notice policy. While I acknowledge this policy, I believe a refund is warranted due to GSS’s inconsistent and inadequate service.
  
  One session with a substitute teacher resulted in my daughter swallowing a significant amount of water, leaving her in tears and unwilling to continue swimming, a sport she once dreamed of pursuing. This experience caused her distress and discouraged her from further participation.
  
  Additionally, my attempt to address these issues with a supervisor ended without resolution, further demonstrating GSS’s lack of accountability.
  
  I have paid $338.02 but have received no tangible benefit from their services. Given the circumstances, I request a refund to address the insufficient service and its negative impact on my daughter. I trust the BBB will review this matter and assist in resolving it promptly.
  
  Thank you for your time and attention.
  
  Sincerely,
  ******** ** ******** ********************** *** *** **** 

  Business Response

  Date: 12/17/2024

  Customer wished to withdraw from swim lessons due to lack of consistency of a specific swim instructor. When able, Goldfish Swim School provides instructor substitute notices to all customers for transparency. Company is unable to do this for last minute changes such as sickness, conflicting schedules, emergencies, etc. Customer was informed at the time of initial complaint that his instructor was also a Pool Deck Supervisor and would still be on the pool deck and in the water for the afternoon- just in a different role. We offered to have the supervisor spend the entire class with this family during their regular class time in addition to her Supervisor duties. Customer submitted 30 day notice withdrawal request via customer portal on November 7th. Drop request was approved with a last class date of December 5th. Customer accepted all company policies via the customer portal on September 9th acknowledging the 30 day withdrawal policy. Customer was called by General Manager on December 17th to address concerns. Company/Customer resolution was to add November's and December's tuition back onto the account for future use to provide a different experience.

  Customer Answer

  Date: 12/18/2024

   
  
  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,
  
  
  
  ******** ********

• Initial Complaint

  Date:06/03/2024

  Type:Billing 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.

  Paid $300 for swimming lessons for my twins, less than 24 hours later, my husband received military orders that would make those lessons impossible. I sought a refund and the club refused to refund me due to their "30 day" refund policy despite stating it was for military reasons, and wishing to cancel less than 24 from purchase. No options were given. This a poorly run business with many negative reviews.

  Business Response

  Date: 06/18/2024

  Customer paid for and enrolled in swim lessons entirely online via customer portal. Customer sent an SMS to texting portal on 5/29/2024 at 5:30p CST asking for a refund with no other details provided. Texting portal responded with a very general statement and explained there is a corporation policy requiring 30 days notice for withdrawal of swim lessons lessons and it looked like she accepted all policies and terms of business on 5/18/2024 at 6:56p CST via the customer portal. Customer did not ask to speak to anyone to escalate issue and provide resolution or explain why refund was requested. After leaving reviews online, regional manager called customer on 6/1/2024 at ***** CST and left VM to communicate with customer and provide resolution. Customer has not called back.

  Customer Answer

  Date: 06/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: I did not register 30 days in advance, therefore could not have cancelled 30 days in advance. I have reached out multiple times to the business and been told the same rhetoric about their policy. They have taken my $300 and offered no services. I have offered to show them military orders and they have no responded. There was no option to escalate the situation and every message, voicemail, or response I have received has been rude, predatory and unhelpful. 

  I received no services and expect to receive a full refund. 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/12/2024

  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.

  For over the past year I have continued to get phone calls and emails from Goldfish Swim School. I have repeatedly asked them to remove me from their calling list. The last time I called in the young lady I spoke with told me she did not understand why I don't just block their number. They are calling a land line and it does not work that way. I told her to just remove my information from their system. We do not have ************* swim in their age brackets. Plus, we moved to another state, and they still continue to try to contact us despite asking them to stop calling. This feels like harassment when I have asked, via text, email, and phone calls speaking directly with staff and they refuse to remove from their calling list. This is probably what happens when they seem to only hire teenagers to run a swim school.

  Business Response

  Date: 03/27/2024

  Customer communicated via phone they would no longer like to be contacted on 1/15/2024. They were removed from all customer follow up systems. 

  Customer Answer

  Date: 03/28/2024

  
  Complaint: ********
  
  I am rejecting this response because: on February 23, 2024 I received a text message from Goldfish schools at the number I requested to be removed. On February 27 I received additional messages. Additionally, I first called asking for them to remove me on Sept. 7, 2023. I called again on Nov. 2 2023 requesting to be removed. Then again in January 2024 as Goldfish indicated in their response. As indicated by the attachments of their continued contacts in February they did not remove me in January as they claimed.
  
  Sincerely,
  
  ******************