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:05/17/2024

  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.

  I purchased a swimming package from this business in approximately October. I called to see if I could get a refund as I was planning on starting swimming lessons a little later this summer and wanted to inquire if a refund was possible. They told me that the swimming package had completely expired which is unbelievable to me that I would only have a few months to use a $500 worth package that was approximately 11 lessons or so. The business owner would not work with me at all to extend the time or offer any sort of a settlement as this is completely unconscionable that a package of that size would expire so quickly. I saw nothing of an expiration date or that it would have expired because I never would have purchased it I purchased it knowing I would wait until the summer approximately to use it I did not use it because it was something that I was setting aside to use in several months and obviously would have never purchased it if I had known that they would not allow me to use it within a year's time at least. It was my understanding it had no expiration.

  Business Response

  Date: 05/23/2024

  To whom it may concern:

  The customer purchased a package of swimming lessons in October of 2023, according to the policy stated on our purchase page, and in the terms and conditions that are agreed to by each of our customers before any purchase is ever made, all purchases need to be used/ completed within 6 months of the purchase date, and we have a no refund policy, (see attached screen shot of customers view when purchasing) The customer reached out to us via phone call on May 14th requesting a refund stating that she was getting divorced and could really use the money. We explained the no refund policy to her and that her lessons had expired on April 30th of 2024. She was very aggressive on the phone and demanded that we return the funds to her, our receptionist told her she could email the company to see if we would make an exception. Please see attached email thread. The customer then threatened us with defamation, and bad reviews to get her way after we had offered to do an extension of her swimming lessons so that she could still use the classes but she declined the alternative we offered. She left a one star review on google and the review with BBB. Please let me know if any additional information is needed from our company.

  Best,

  Alliesha R****, Owner

  Customer Answer

  Date: 05/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The conversation that she is relaying that I talked to the receptionist isn't outright lie. I asked if the lessons could be refunded they said no and I asked if they could give me some lessons as 6 months does not make sense for $500 worth of lessons. The business owner has a big advantage and not giving any lessons and just keeping the $500 this is not acceptable that somebody would have 6 months to use $500 worth of lessons. It is a deceptive business practice.
  
  
  
  Sincerely,
  
  
  
  ******** *****