ComplaintsforSwim Fins Swim School

• Initial Complaint

  23/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  They charged me $621.07 on June 22nd, 2023 for their fall class when the summer class hasnt even started. As my child is completing the summer class, she is finishing all the swimming levels that this business has to offer. I reached out recently for a refund but got told they only do refund in credit. I explained to the business manager that my child has out grew their program and there is no further classes they can provide. This credit of $630 has no use to me. They kept saying they have zero cancellation policy in place but the issue is they charge the clients 3 months in advance. Its hard to the parents to plan ahead for stopping the charge. I went to their ****** review and it seems to happen to a lot of families out there. I dont think they should do this to innocent families with kids.

• Initial Complaint

  09/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  The website says that students can learn to swim in as quick as 1/4 the time of regular lessons, so we thought even if they learn in 1/2 the time, or just learn some good swimming skills then that would be great. My children actually regressed in their swimming skills and had to take other lessons just to get back up to where they were before swim fins. The company only responded to one e-mail.

• Initial Complaint

  25/05/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Swim **** not returning the credit amount after struggling to provide committed service I requested to transfer of the credit on my file, which was issued as a result of the class cancellation on Swimfins' end. Due to staffing shortages and pool unavailability , the swim class we had enrolled in were canceled, and I was informed that a credit would be issued for future use.I would like to kindly request that this credit be transferred to my account, as I am unable to make use of it for the canceled class. Considering the inconvenience caused by the cancellation, I would greatly appreciate your assistance in facilitating this transfer.Please let me know the necessary steps I need to take or any additional information you require to process this request. I look forward to your prompt response and resolution of this matter.

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I signed my daughter up for swimming lessons through Swim Fins on Jan. 4 2023, online. I was charged $409.50 by Swim Fins on January 5th 2023. They did not require me to accept and terms or policies before payment or provide information regarding the location ( which turns out is a hotel pool) and that I would not be allowed in, but would need to drop off my small child and leave her with strangers until AFTER payment was made. I emailed to inform them I could not accept the terms and would need a refund. This request was not acknowledge in the emails I received back from Chris at Swim Fins. I was however emailed on Jan.9 2023 that they would be charging my card an additional $113.40 due to an error in dates. I emailed back asking them not to charge my card and immediately canceled my credit card so that this unauthorized payment could not be processed. They do not acknowledge my request for a refund and I refuse to leave my small child alone at a hotel pool with strangers, ***** * *** *** ** ***** ** ****** *** ******. Please help me recover the $409.50 that they charged for lessons I can not proceed with and have them delete my personal details from their files. Thank you.

• Initial Complaint

  19/07/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  SwimFins operates under a "perpetual registration" policy. This year, the withdrawal for the fall session inconveniently fell in the last week of the school year. I missed the deadline to withdraw for fall by two days. When I realized my credit card had been charged almost $600 for swimming lessons for fall, I emailed the company immediately to advise that I intended to withdraw my son as with hockey and soccer, we do not have time for swimming this fall. I also advised that I felt my son had outgrown the program (we had started just before the pandemic), and indicated that I did not want a credit but a full reimbursement. SwimFins refused to reimburse my money. I noted that I had never requested reimbursement before (even when classes were cancelled twice due to the pandemic/coach shortages), but now had valid reasons to withdraw as their services are no longer suitable for my son. SwimFins still refused to return my money. I know full well that my son's spot would be quickly filled for fall given that I requested the withdrawal in June. Yet, SwimFins is holding onto my money knowing that I am not going to receive any services from them in return. This is not fair, and given my loyalty over the pandemic, makes me feel taken advantage of as a customer. I would like my money back, and I am looking for advice as to whether the "perpetual registration" clause of the agreement would be considered a legally enforceable provision. Thank you. *****

  Customer response

  19/07/2022

  Hi there,
  
  My last interaction with this company was last week via email, and my complaint relates to a charge by the company to my credit card in June 2022.
  
  Thank you.
  
  *****

• Initial Complaint

  27/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  My husband and I registered our 1 year old son up for swim lessons with this company, Swim Fins for the spring 2022 session. It went alright. As the end of these sessions were nearing they sent out an email regarding the fall 2022 sessions. They tell you that your child is automatically enrolled and they will be charging your credit card for this new session.. without your permission! They don’t tell you that once you sign up ONCE, for just 1 round of swim sessions, that means you’re somehow forced to automatically sign up for future sessions? After this notice, I sent an email to tell them we did not want to enroll our son for this next upcoming sessions, and heard nothing.. They don’t have a phone number to call, they expect everything to be done over email but very rarely do they email you back with a response. So on their email they provided a withdrawal form, so I try to open it to fill it out and it won’t open. It keeps giving me an error message over and over. I let them know, and nothing.. I then get an email saying my card has been charged! I sent another email saying no I don’t want to proceed with these classes, and their response is that it’s too late now, the deadline is passed and there’s nothing they can do. In my opinion this is very unprofessional and quite frankly unfair to the customer to take their money without permission then refuse to refund it.. All I am asking for is my money back as we do not want to go forward with this next session of swim lessons in the fall. Communication with this company is very difficult and they are not willing to work with me and be understanding of these circumstances. Please help me get my money back so we are not stuck paying hundreds of dollars for something we do not want. Thank you.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased swimming lessons on april 1st. My schedule at work had changed and I asked to change the date of a few of the swim classes to join another day of the week. In booked the Wednesday in Abbotsford and needed to swap a few of my Wednesday dates to the Tuesday class. Swim fins was unable to accommodate this so I requested a refund. The manager reinforced that the company policy does not allow for refunds but the money can be credited for another time. I reviewed the booking website and noted spots were open for the Saturday class at 1105. I emailed the manager and asked to move into the Saturday class. He responded 48h informing the Saturday class in Abbotsford at 1105 was full and instead select the 12 class (there is no 12:00 class but instead there is a 1230 class). I requested the 1200 class as suggested. 48hours later the manager named Chris responded and the 1200 class was full and he suggested selecting another class. At this point I would like a refund as I feel I am being scammed. By the time the owner messages me again when selecting a class that session will then be full as well. I cannot register online as the online registry requires another payment when I need to use credit from my previous purchase with the.compnay.

• Initial Complaint

  14/03/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hi, Due to COVID we stayed behind in my * ** ***** swim lessons so we decided to go with advanced lessons & signed him up with Swimfins. According to Swimfins website: They do 3-4 years of work in 1 year. they don't allow parents as its a distraction but at the same time allow hotel guests? Swimfins Vs ******** offered at **** ** ****** swim pools: I paid $553.88 from 3rd Jan- 13th April 2022 to Swim fins. * ***** ** **** ****** **** **** **** ** **** ** ****** ************ ******** From Jan - April my child would have progressed through level 3-4 of ********. my * ** *** has never missed any class although swimfins cancelled 3 classes. Now my 2nd kid** ** *** goes to **** ** ****** swimming classes and has progressed through three levels since Dec - March. In the swimming pool my * **** *** is becoming more comfortable and advanced in swimming skills as compared to my * **** ***. What I have done: I have sent an email to Swimfins showing my concerns, I have also tried to contact them in past but no response, their teachers wont come out and talk to you or address your concerns, they haven't replied to my email yet. I went on ****** and was surprised to see the number of low ratings, other people are saying same thing. They also promised an open house which hasn't happened so far and we only have 3 more lessons left at swimfins. I believe its almost a **** since they are not doing what they promised! My reason for complaint is that they are not fulfilling their promises that they are making on their website, they charge too much and only offer a credit on account for cancelled classes "no refund". If they don't do what promised they should refund our full money... how will they refund our time lost? I have attached their program details, My * ** *** completed ******** Kids level 1 in December 2021. as per that my kid should be in kids level 3-4 by end of this session but he is still in level 1 with no progress as per the description of the swimfins program.

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