Complaints

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• Initial Complaint

  Date:09/04/2022

  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 year long membership for myself and my teen. I have multiple chronic health issues that the doctors tell me to exercise in water (I have FMLA paperwork I can provide about my joint condition). So I got the membership for the therapy pool. Many times during the winter, I would go and find the therapy (warm water) closed. I would find the hot tub closed. Their excuse was swim team meets in the lap pool. They closed it frequently. When I complained to employees at the front desk that they could keep the therapy pool open for those of us with medical needs, the posted a sign announcing a high percentage of time that they close pools. I tried talking to Bryce O******, supervisor, and she didn't get my point. She merely announced that the pools and hot tub are closed mid August to mid Sept. That's an entire month I could not use my membership! All the closings in the winter "for swim team" prevented me from using my membership!

  Business Response

  Date: 10/04/2022

  ---------- Forwarded message ---------
  From: ************************* <*************************************>
  Date: Mon, Oct 3, 2022 at 1:33 PM
  Subject: Complaint ID: ********; *********************
  To: [email protected] <[email protected]>

  
  

  Complaint ID: ********; *********************

   

  Complaint again: Ida Lee Recreation Center, 60 Ida Lee Drive, Leesburg, VA 20176

   

  We are sorry to hear about the frustration with the hours of our warm water pool. I hope that I am able to shed some light on when the warm water pool is available for open swim.

   

  The warm water pool that you are referring to, is operational:

   

  • Monday Friday                             5:30am to 9:30pm
  • Saturdays                                          6:00am to 8:00pm
  • Sundays                                             7:00am to 8:00pm

  Due to the smaller size of the warm water pool, the pool has specific hours for open swim, programmed classes, and swim meets.  The pool is available for open swim 78% of the time and the remaining 22% of the time, the pool is closed for swim lessons or swim meets only.

  The open swim hours are listed on our website, the activity guide, as well on the hours and fees form located at the front desk of the recreation center.  Over the past 5 years, the amount of open swim hours has actually increased.

   

  The established times the warm water pool is closed are listed below:

   

  • Monday/Wednesdays                   8:15am 10:00am and 5:00pm 7:00pm
  • Tuesday/Thursdays                        9:00am 11:30am and 5:00pm 7:00pm
  • Fridays                                               8:15am 10:00am
  • Saturdays                                          9:00am 11:30am

  The only other exception to the above pool closures, is annually in December and January, there are a total of 7 to 8 weekends (Friday nights & Saturday nights) that all pool facilities (main pool, warm water pool, and spa) close up to 3 hours early for *********** County Public School high school swim meets. The closures are due to the sheer volume of participants and to ensure safety.  This has been a standard practice for over 20 years.

   

  Also this year, all indoor pool facilities were closed from August 13, 2022 to September 18, 2022 for the main pool and warm water pool to receive a new white coat (which is a type of plaster that is replaced every 7-10 years) and for the annual maintenance and cleaning while the rest of Ida Lee Recreation Center remained open.

   

  All passholders were notified of the pool closure via email and they were given an opportunity to respond and let us know that they were pool users only and they could choose to be refunded for the missed time or have their pass extended. However, upon investigation into your complaint, I did learn that your household in our system did not have an email address linked to it, therefore you did not receive an email notification of this closure. In addition to email notifications, updates were listed in our activity guide, on our website, as well as signage posted throughout the facility. We did not receive any communication from you that you wanted a refund until this complaint was received.

   

  As of August 13, 2022 (when the pools closed) your annual adult and dependent membership had one-month remining on it and today $39.21 was refund to your credit card.

  ------------------

  Should you need further clarification for our response to this dispute, please feel free to call or email me.

   

  Katey J**********

  Recreation Superintendent