Complaints

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• Initial Complaint

  Date:01/02/2024

  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.

  I have had nothing but trouble from the company from the beginning with constantly changing facilities and instructors with various teaching styles when I made it clear from the beginning I'm not new to being in a pool by any stretch but didn't know techniques for freestyle or back stroke. We worked through various instructors and they switched randomly so training isn't consistent. They had me with very inexperienced people learning who got more attention from instructor. Last class they wasted 10 min of my 30 min class figuring out which instructor then instructor spent probably 5 minutes with me in total. I then emailed requesting not charge for any more classes due to auto charge 12/25 with $36 2024 annual fee and the 4 classes I missed I'd make up and be done. She told me that wasn't an option unless I paid for Jan mo and annual fee and I could just forfeit and prepaid classes I needed to make up. They owe me $126 for prepaid services they refuse to give unless I pay for 4 more classes and annual fee. That may even be theft of services and ** where in their policies does it talk about forfeiting money regarding makeup classes when closing account. The address listed is one of the facilities they teach at because they have no actual address listed anywhere for their franchise business. Thank you!

  Business Response

  Date: 01/10/2024

  To Whom It May Concern;
  
  I am sorry that ******* feels that she has not had a good experience at our school but I don’t feel this is an accurate recounting of her experience. When she originally expressed concern about her class level and the facility in August 2023, I moved her class to a facility that worked for her and matched her with an instructor that would be a good fit for her experience level. She was very happy at the time with the resolution. She took another 4 months of lessons without any sign of being dissatisfied with her lessons. She has had my personal phone number and knows that she could reach out at any time if she had further concerns. However even with having my phone number and my email address, I did not hear anything further until December 20th when she emailed our general email box that she would like to end her classes immediately as well as not be charged further and still be able to use her make up classes.
  
  While I’m very sorry to hear that ******* was unhappy with the service that was provided, if I had known that she had concerns, I would have made sure to investigate and resolve them as I did in August. When she emailed on Dec 20th she was fully aware of the 30 day cancellation policy and make up policies as they were explained to her when she originally wanted to stop classes in August so my response with her options should not have been a surprise.
  
  The options I provided were that I could either enter a drop date for January 17th which would be in accordance with our 30 day drop policy and that she would have until that date to make up any missed classes or that I would waive the 30 day policy and pull her immediately so that there would be no further charges but that she would be unable to schedule make up classes until she became an active student again.
  
  Our make up lesson space is reserved for active students and have a generous timeline for expiring of 6 months from the date of absence so if she became an active student again in a few months she would have every ability to complete the make up lessons on file prior to their expiration. I am not forcing her to lose/forfeit those classes in any way, shape, or form. They are available for her use if she is an active student and were available for her use from the date of absence until she chose to stop lessons as of Dec 21st when she became an inactive student.
  
  Our make up policy, cancellation policy, and payment policies are clearly stated in our initial verbal conversation when someone registers, in our waivers, in our welcome letters, as well as we sent a reminder about our make up policies on November 30th to all active students (all of which I have attached). Make ups are not guaranteed but provided on an availability basis. They are a
  We will absolutely honor those make up lessons while ******* is an active student (now or in the future), however we will not provide a refund for services that were provided which she chose not to attend. If the absence was due to a facility issue or a class cancellation, I would be completely open to crediting those classes, however this is not the case here.
  
  Again, I am not trying to cheat her out of classes and/or money. However saying that there was a theft of service or that we are forcing her to lose those classes is just not true. We held classes on the dates she missed so the service was provided even if she chose not to use it. We would be happy to provide the make up lessons that she has on file provided she is an active student.
  
  As mentioned above, if the issue is that she was not pleased with the level of service, I would have gladly addressed her concerns if she had communicated them as she did in August, but I was never made aware of them or given the opportunity to address them.
  
  Sincerely,
  *****

  Customer Answer

  Date: 01/15/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  

  I am rejecting this response because: I did have multiple communications about their dirty facility and below par instructor, after which they gave me an instructor I felt was up to par in a much cleaner different facility, then that was taken away from me suddenly and was sent back to the other dirty facility with an ok instructor. The same facility I initially complained about in getting a chlorine rash from, burning eyes and the water so incredibly cloudy. ***** trying to tell me it wasn't caused by the pool too, assuming I know nothing about pools. Even tried telling me that the double diapers the kids wear prevent all accidents with feces, when I know for a fact that is incorrect and later on they even cancelled a class for that same exact cause. I heard nothing but excuses, so there is no reason to communicate anything at a certain point and it's time to stop paying for services that aren't being delivered. They even had me with 2 other people with an instructor when the normal is two adults per instructor where I can't even swim when two other people are swimming in the lane. I was there for around 4 months and they switched me to 4 different instructors, half who were wasting my time knowing where I was at with my level of swimming. They were better off training little kids or adults with no swim experience at all. They took the only great instructor and gave me a half decent one, but gave him 3 to teach instead of two like all the other instructors. Never asked if it was acceptable to me in switching instructors, facilities or adding more people to share a lane and instructor time with. $30 dollars for 30 minutes and I probably got 5-10 minutes total due to having 1 or 2 other people with my instructor. They know 30 minutes divided by 3 students equals at max 10 minutes per student and that's if the instructor is being fair, but they are more concerned with the revenue than with quality of their services how much time a student receives, or customer service as they try to blame the customer's communication for their lack luster service.
  
  Again, no where in it's policy does it state I have to make up missed classes only when I'm still a paying customer. It only stated I have until April 2024 or something along that lines to make up the classes. Never said, unless you discontinue services than you forfeit missed classes that were prepaid for. It actually never stated in any policy about having to forfeit classes of any kind for any reason as seen in the attachments in this complaint. I prepaid for those classes and if they don't want to provide the services I already paid for, then I want a refund since those services were clearly not received. I prepaid for services and I was forced to forfeit some of them when I decided to not pay for anymore bad services. I've never heard of any company who would dare do something so unethical to customers. If they want to continue to play the blame game instead of accepting responsibility and refunding me my money, we can take it to small claims court where a judge can review their written policies at the time I signed up regarding forfeiture of missed classes and refunds.

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