Complaints

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• Initial Complaint

  Date:02/26/2024

  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.

  12/23, I enrolled my child for swim class sessions to begin 1/24 because the class the "placement" questionnaire said she should be in (Intro to water skills), which fit in our busy schedule. As soon as I paid IN FULL, they were trying to switch days and times. I explained it would not work due to other classes we had, and we would need to keep the times we signed up for. After the first class, the swim instructor seemed very overwhelmed with having 4 kids in the class and it seemed hard to keep all 4 kids' attention. I wanted to get the most out of the little time we had and didn't like that the kids were playing more than learning. I tried to be flexible, so I crunched our Sat morning to make the original offered time work. The instructor told us at the first class to come in the next morning for the 9am class. Once we were at that class, we discovered this class had 1 infant in the class. So, the instructor was focusing the class on the infant rather than have the introduction to water skills class for my 5-year-old. My daughter floated around the water for most of the class before I took her out 5 mins before class ended. The instructor said he was planning on having a meeting with ******* (the owner) on Monday to figure out a day and time for my child. I never heard back, so I took her back the original class. She was ignored again and at the end of the class I was told they might have a time later in the day on Sat and they would call me. A week later, I got an email basically saying I needed to pay for private classes and the only time was the times I said would not work. I asked for a refund or even partial refund because I didn't want to keep the game of bouncing around going any longer and I didn't want to pay $257 for my kid to sit in water and watch another class. All staff have avoided my contact requests even though automatic reply emails say they will get back in 48 hours. It has been over a month, and no one will call me back.

  Business Response

  Date: 03/05/2024

  *************************** registered her daughter for swim lessons with Teach America To Swim in December for our upcoming winter swim lessons commencing in January. Her lessons were scheduled to start on January 5th.
  
  A few days before the session began, I reached out to **** asking if her daughter could move to another class time to provide her daughter with a little more instructional time with our Instructor as the class she initially registered for was full. We had another class on Saturdays with only one other student in it, and as a new swimmer in our community, I hoped to offer her an environment with more support. The newly proposed time did not work well for her family's schedule, so we decided to leave the schedule as is.
  
  On our end, we ended up canceling that newly proposed time due to low enrollment, and our instructor was not yet made aware of this change when he saw **** on Jan 5th and told them to come to the Saturday, Jan 6th class. So when **** and her daughter showed up for class, it was an infant class. After speaking with my Instructor, he informed me he didnt want to turn the family away, so he allowed ***** daughter to join the class. Due to the extreme age difference and different styles of teaching required, it is difficult to teach both swimmers, which could have led to the reason why there was a lot of downtime in that class. It is my understanding that at that time, my Instructor told the family that someone would follow up with her about a new class time that would be a better fit for her daughter.
  
  Over the following few weeks, our team experienced numerous unexpected personal issues and family emergencies that caused significant delays in communication with ****. **** and our Instructor continued to reach out to our leadership team several times to discuss the change. As per company policy, our instructors need approval before making any schedule changes, and due to absences from work, the change was not able to be addressed in a timely manner.
  
  Building strong and positive relationships with families and swimmers is one of our company values. It's important to us that we provide a safe place where our swimmers and families love to come to build swimming skills and awareness around the water. We never want our families and swimmers to feel frustrated, unwelcomed in our programs, or that their concerns are not being addressed. This is not typical for our team, and this situation brings to light some customer service gaps we, as a company, are now working on to address if something unexpected were to occur like this again.
  
  On Monday, February 26th, one of our team members forwarded me two messages from **** explaining her experience. Within the hour of receiving the message, I emailed **** and asked if we could schedule a meeting via Zoom to hear more about what happened and discuss ways to address our shortcomings. By the end of the day, we had scheduled a time to meet on Tuesday, February 27th. On the 27th, **** and I had a conversation where she took her time to answer a few questions I had and explain what happened. We discussed options for making this situation right, and we are glad ***** daughter is now enrolled in a private class for the spring session. She had her first class this past Saturday, 3/1.