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ComplaintsforMarina's Swimschool
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/10/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I would like to file a formal complaint against Marina Swim School and they are mis-selling the swim lessons to me. I was told that the class size of each swim lesson is Four and they have changed the class size to FIVE while I have paid a full school fee for my two girls for a class size of Four. I have been reaching out to seek clarification and offer to have a refund as a resolution. They said that this is a company policy for changing class size, however some parents at Marina Swim School told me the class size has been Four in their class. Their school fee is not cheap and I cannot accept such irresponsible reply from this school, all is about their policy therefore nothing can be changed. I had another experience before in regard to overcharge school fee, they have overcharged two lessons due to Victoria Day and Easter Monday. They didn't reach out to their customer to arrange refund, they just arrange credits for the clients for future purchase, this is not a good company practice. They won't take the request from their customer seriously because I have to explain my situation a few times until I got a confirmation of lessons credits. This potentially constitute a fraudulent if I don't have enough patient or understanding. I have requested to get a refund for the rest of my school fee due to their unfair arrangement of putting additional student in my class while other classes are four (mine is five). They have rejected me due to company policy again, this is really unfair to customer like me. I feel like I have no choice while I am the one paying the service and the service provider couldn't deliver or honor what they said during the selling process. I want to get BBB to evaluate the case and suggest a solution to settle this case.Business response
02/11/2022
Hello,
Our company is very caring about our customers.
We need to get the student's name to analyze this case.
From your letter we couldn't see this information.
Thank you,
Alexander T******* ******* ********
Customer response
02/11/2022
Complaint: ********
I am rejecting this response because:The name of students are not relevant to this case to be honest unless they can proof that they didn't mis-selling their programs to their customers.
Again, I think this is not a single incident and I have been paying an expensive school fee for bad customer service. They are aiming to gain profit without considering customers' interest is not acceptable. This is definitely a bad business practice.
You may disclose my daughters' name ******** ** *** ********* ** if they insist to know. However I don't think this helps the process at all unless they agree to refund the rest of school fee to me.
Thanks again for your help in this process!
*******
Sincerely,
******* ***Customer response
16/11/2022
Hi *****,
I will need more time to work out my numbers and can I get back to you by this Friday or latest by next Monday ( Nov 21)?
Thanks, *******
Customer response
22/11/2022
Below is my computation of my claim against Marina Swim School:CAD / Per lesson GST Cost per lesson (incl tax) Class size No. of lessons Time allocation per lesson/ student Cost (CAD) 52.8 5% 55.44 4 13 15 mins 52.8 5% 55.44 5 13 12 mins Claim of school fee per lesson for two daughters 27.72 Total claim (CAD 27.72 x 13 lessons) 360.36 I am requesting to have CAD360 as a total compensation for breaching the contract.Thanks, *******Business response
20/12/2022
The issue has been resolved from our side.
******* has completed all of her lessons with us in this session.
She purchased a 13 lesson package for this session and completed all of her lessons.
Therefore, we can not issue a refund for the lessons that a customer has taken already.
Please let me know if you have any other questions.Customer response
21/12/2022
Complaint: ********
I am rejecting this response because:I am requesting for the compensation of breaching our contract not the school fee. As per my earlier email, I am requesting for CAD 360 for breaching the contract and mis-selling the swim program to us.
I am proactively to resolve this case since October while the swim school seemed rather reactive and keep dragging the case without providing solution until we have finished all swim lessons. This is unacceptable and irresponsible to their customers.
I will share my experience on social media and parents groups if they don't respond quickly.
Sincerely,
******* ***
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BBB Rating & Accreditation
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.