ComplaintsforLIT First Aid & Lifeguard Training

• Initial Complaint

  02/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $175 for the First Aid and CPR program on 21/10/2023, scheduled for the 28th and 29th of October 2023 at their *************. I also bought a pocket mask for $21. On the 25th, the company wrote to inform me that the program in my chosen location was cancelled and offered me to use *********** if I wanted the same course or take another course in the rest of their location. Since the only course I wanted was now at Maple Ridge, I decided to take it while acknowledging that it was far. I came in an hour late due to excessively delayed public transport on one of the days, and the instructor asked me to contact the office to reschedule me for another session so that I would not be able to join the class. I reached out to the company to reschedule me, and I was asked to pay for the program again when i have not partaken in the class I paid

  Business response

  14/11/2023

  ****** was a student in one of our first aid courses. The student original course location was in surrey, but due to low registration the course was cancelled. For all cancelled students we provide students with other locations to complete the course at the same weekend.

  
  In this case, the student chose to travel to the *********** Location, which involved taking transit. On day one she arrived on time, but on day 2 they were 1 hour late. As this course is governed by the ********** the course requires 100 % attendance.  As a result,the instructor had no other choice but not to excuse them from the course.

  The student emailed us on Monday, to which she was provide a 25 % credit towards another course, as we still had costs associated with the course, and that she had participated in the first day of the course. Upon review by the owner and direction from the owner, we revised the offer and offered a 50% credit towards another course which they would have to the end of December 2023 to use.
  

  The student responded by asking for 75% credit, due to financial constraints. We responded by denying the 75% but still providing the option of 50%. We emphasized that at the time of cancellation we gave the student sufficient notice regarding the cancellation; furthermore, we offered the student other locations, to which they chose to go to ***********. After choosing the new location, a new confirmation was email which identified the times of the course.

  After we sent the final email, we got no response.

  When we do cancellations, we like to follow our own guidelines and give 3 days notices, as we recognize that people will have to make adjustments to their schedule. 

  Customer response

  14/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Dear LIT First Aid Team, 

  I appreciate your prompt response and understand the policies that govern the courses you offer. However, I would like to bring to your attention a few points for reconsideration.

  Firstly, the change in location from Surrey to *********** was not a matter of choice, but a necessity imposed by the cancellation of the original course. The additional travel required for this change was significant and involved public transit, which as we all know, can be unpredictable. i used uber on the first day of the class because i have never being to *********** before and it was the only option offered for my course on the scheduled date. I returned using the public transit and it was smooth and fast within an hour.

  On the second day, despite my best efforts to leave 7am, I was unfortunately delayed due to circumstances beyond my control. While I understand the *** ****** requirement for 100% attendance, I believe some consideration could be given for unforeseen circumstances, especially when the student shows commitment and makes every effort to attend.

  Regarding the course credit, I appreciate the increase from 25% to 50%. However, given the unique circumstances, I kindly request you to reconsider the 75% credit. The financial constraints I am currently experiencing make it challenging to enroll in another course with a 50% credit. I am an international student and unemployed, i was hoping to use this course to improve my chances in the job market.

  I hope you understand my situation and reconsider your decision. I am eager to complete the course and gain the valuable skills it offers.
  

  Thank you for your understanding.
  
  
  Sincerely,
  
  ********************

  Business response

  15/11/2023

  You accepted the transfer knowing the location. You were also given the the option for another course on a different day but due to your timeline you choose to go to ***********. You were able to get there on the first day day on time, but unable to make it on time for the 2nd day. As this is a professional certification, it is required 100% attendance according to the the policies and guidelines of the ********** Furthermore, we had costs associated with the course which we still have to pay. This is why we are offering 50% credit for another course. 

  Customer response

  16/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Let them share the promo code for 50% disount code and dates ************* will provide my program. I am looking forward to the discount instruction.
  
  Sincerely,
  
  ********************

  Customer response

  06/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  LIT Team,

  
  

  Your client informed us that you failed to provide the 50% discount as agreed but offered to give him 50% credit towards another course while he is not interested in taking another program. Also, you conditioned him to take down the compliant. Do note that we will not publish the compliant if you meet the terms that was agreed by providing him the 50% discount.

  
  
  Sincerely,
  
  ********************

  Business response

  06/12/2023

  From the start of the complaint to now, we have gone back and forth to reach an agreement (over 8 times of contact either by phone or email.. The complainant failed to reach the requirement of the course, and in any organization they would have to pay for the course again if parts were missed. We offered a 50% credit in return for the complaint to be taken down and this was not the case. 

  Moving forward, the offer of 50% credit  is no longer available and if the complainant will need to pay for the full price to take the course again.

   

  Customer response

  06/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: ***************** has a terrible reputation on the reviews, and now I have experienced it first hand. They never wanted to give the 50% discount. They are after their clients' money backed with cunning policy. I rather do my program with another organisation than doing with them. Please proceed to publish this case for others to take precaution while I consider it as one of the exploitation experienced in ******. 
  
  Sincerely,
  
  ********************

• Initial Complaint

  13/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Student is a lifeguard. Student Paid LIT Aquatics a registration fee of $258 for a one day Lifesaving Instructor course that was scheduled for Sunday, December 11. At 8:22 am on December 10, student emailed LIT Aquatics that they tested positive for strep throat and was advised by family doctor not to attend the course. Followed up with a phone call to LIT. Did not receive a response until December 12 that a refund nor a credit would be provided. Sent lit aquatics another email on the evening of December 12 asking them to reconsider giving a credit. If somebody had returned the Email or phone call to advise us that we would not be refunded the student would’ve attend the class.

  Business response

  11/01/2023

  Here are the events and attached screen shots serving as support of the facts:
  
  An online registration was made by the client for ****** **** on 22-November-2022 08:14:35 PM for a December 11, 2022 Lifesaving Instructor course on litaquatics.com. 
  
  The screen shot of registration details is provided:
  22-November-2022 08:14:35 PM.****
  
  When making that registration for this course as for any course on litaquatics.com the customer opted not to purchase insurance on the course.  The insurance is like trip cancellation insurance for an airline ticket and back in December the cost of the insurance for this course was only $18.  This is the verbiage of the insurance policy:
  
  Purchasing optional insurance allows for you to make a last minute cancellation with a full refund on your course up until the start time of a course (minus the purchase price of the insurance).  Requests must be made in email prior to the course start.  If insurance is not purchased, regular cancellation policy will apply
  
  
  The screen shot of the insurance which was not selected is provided:
  Insurance Policy.****
  
  In order to complete the registration the customer must read and accept the terms and conditions which are stated:
  
  TERMS & CONDITIONS
  Refunds, credits or transfer requests must be emailed to [email protected]. Any cancellations made by LIT due to COVID19 will be eligible for a 100% credit towards another course within 1 year. Credit is non-transferrable and non-refundable.
  
  When courses are back in full operation, if a request is received a minimum of 5 full business days prior to the course, they will be granted and are subject to a $25 admin fee. Requests made with less than 5 business days but more than 72 hours before the start of the course will be permitted, but will be subject to a cancellation fee equal to 25% of the original course price. There will be no refunds, credits or transfers granted within 72 hours of the start of the course regardless of the reason. (Business days are Monday-Friday starting at 8am). Refund requests under the optional course insurance (purchased at the time of registration) must be made prior to the start of the course, or will be subject to a maximum of a 50% course credit only.
  
  It is the participant responsibility to ensure that all pre-requisite conditions for courses are met, and refunds will not be permitted for failing to hold the correct pre-requisite. Pre-requisite fails are not eligible for the LIT guarantee. Continuing to the payment page shows your acceptance of the terms and conditions as stated above.
  
  
  The screen shot of the terms and conditions is provided:
  Terms & Conditions.****
  
  Once successful payment was made the confirmation receipt displayed on screen re-iterating the same Terms & Conditions.  In addition a confirmation email was sent to the customers email *************** 22-November-2022 08:14:35 PM in which the same Terms & Conditions are stated
  
  The screen shot of the email sent to the client is provided:
  Email Confirmation.****
  
  The client is correct that they reached out to LIT Aquatics the morning of Saturday December 10 informing us of the situation and illness.  However per the cancellation policy that the customer say when making their registration we require minimum 3 business days notice.  They opted not to purchase the insurance for $18 which is designed for these very last minute issues.  The company had a high number of emails and phone calls that Saturday and the weekend staff is only present 9am to 1pm on Saturdays.  The client then phoned after 1pm when the office was closed.  They called 1:47pm that Saturday
  
  The screen shot of the company’s call log for December 10, 2022 is provided:
  December 10, 2022 Call Logs.****
  
  Please note in that screen shot we have redacted our customer names and phone calls for privacy.
  
  This is a very unfortunate situation and we really feel for ******.  L.I.T. Aquatics Ltd was hit very hard by Covid and with the mandated closures of recreation centres more specifically swimming pools the company was not operating for nearly 16 months before getting approval for a slow re-opening of courses.  The company took in revenue drops of nearly 80% during 2020 and 2021 as with pool closures courses were not able to run.  The company now operating again has to protect itself as we have so many cancellation requests because of Covid.
  
  Even though ******/**** opted not for the insurance and clearly did not read the cancellation policy that is made very clear during the registration process and on confirmations* **** ** ** **** *** ******  **** ** ** **** *****
  
  

• Initial Complaint

  27/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On July 21st of 2022, I have ordered Standard First Aid & CPR C training to take place in **** *** ** **** **** ****** **. Registration # ********** and I have paid $175. On Monday I got a voice mail saying that the location has been moved to White rock. On the same day, I have made a request for cancellation of service as I will not be able to participate in the new location. However, the business still wants to charge me $25 for cancellation fee. * ** *** ***** ************ *** ** *********** **** ** *** ******** ********** ******* *** ******** ** *** ********

• Initial Complaint

  22/11/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  - I purchased a course from LIT first aid training on November 6th, 2021 - I payed $80.00 - They were going to provide my daughter with a first aid recertification - When my daughter attended, she was informed she could not attend the class because her award was expired and they informed her she had to take the full course (re-book for another course). When she asked for a refund, the employee at the facility told her that she could not refund her herself so she would have to contact the head office. In the mean time due to her tight schedule, she purchased the full course from ********** ** ******** **** ******** who uses LIT to run their courses. - When I called and emailed LIT, the owner of the company, Mr. Micheal M*****, refused for any reimbursement or refund for $80.00, stating that my daughter was 100% responsible for signing up for the wrong course. From the very beginning, Mr. M***** sounded very offended from the idea of me asking for a refund. Throughout the conversation, he was **** ********* ************ *** not ready to take any responsibility for his company's wrong doing. - I strongly believe this company is running an unethical business *** ****** ********* ** ***** ********* *** *** ****** ***** *******

*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. ↩