Reviews

This profile includes reviews for Sunsational Swim School's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sunsational Swim School

  2970 5th Ave Ste 320 San Diego, CA 92103-5995

  
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  Sunsational Swim School

  2970 5th Ave San Diego, CA 92103

  

Review Details

• Review fromPriyanka C

  Date: 09/05/2024

  1 star
  I had high hopes when I signed up for private swimming lessons with Sunsational Swim School, but my experience turned into a nightmare. What should have been a safe and confidence-building process quickly became a disaster, leading to a physical injury on my face and a complete lack of accountability from the school.The instructor directed me to dive into a 5-foot pool, ignoring the "No Diving" sign that was clearly visible. As a result, I sustained significant facial injuries, and instead of taking responsibility, the school dared to blame me for not following the instructor's unsafe guidance. To be fair, I should have not followed the instructions as well but as a non-swimmer, I was really trusting in the private instructor's expertise. I paid for private lessons to trust an expert, not to deal with their gross negligence and disregard for safety.What's even more frustrating is how poorly this situation was handled after the injury. Despite multiple requests, I never received an incident report. Instead, I was passed off to an unprofessional insurance adjuster who continually deflected responsibility and never provided any real solution. Sunsational Swim School refused to offer any real acknowledgment, even though I was left with physical and mental scars, unable to continue swimming or regain confidence in the water. Additionally, They charged me the full amount with no refund when I was not even able to learn swimming and I think I am at the worst place where I started from. This isn't just about bad service; it's about a complete lack of professionalism, accountability, and respect for their customers. **********************'s behavior has been nothing short of disappointing and dismissive. If you're looking for a swim school that prioritizes your safety and well-being, I strongly recommend you look elsewhere. If this can happen to an adult, I don't think I can trust them with kids. DISAPPOINTING to say the least.

• Review fromMarianka B

  Date: 08/08/2024

  1 star

  Marianka B

  Date: 08/08/2024

  First instructor wanted us to work around her schedule (told me to just keep my child home from preschool because she was busy in the afternoons)Second instructor was too lazy to teach (Just threw some toys in the water and float around)Third instructor just didnt show up. The guarantee to have your child swimming after 12 lessons doesnt count if their instructor cancels (which happened A LOT) and you only get 1/4 of your money for lesson's paid back. So a lot of headache for a lot of money. I wasted the summer trying to get a good swim instructor and Im regretting signing up for Sunsational swim lessons.
  

  Sunsational Swim School

  Date: 08/12/2024

  Dear ********,This is *******, Team Manager with Sunsational Swim School. Thank you for taking the time to share your feedback. We are genuinely sorry to hear about the difficulties you encountered with our instructors and your overall experience. We agree and acknowledge your experience with our service was well below our standard and want to take accountability: Instructor #1: unable to accommodate the requested schedule. Instructor #2: the teaching style didn't align with your expectations, and a ****** was canceled at the last minute.Instructor #3: It took longer than expected to confirm the schedule for the first ****** and eventually canceled the first ****** that was scheduled.This is certainly not the level of service we aim to provide, and we understand how frustrating it must have been for you and Marli. We take great pride in being the #1 rated mobile swim school in the **, we were established in 2009 with a commitment to offer exceptional service to all our clients. It is unusual for us to experience such a series of uncommitted instructors, and we deeply regret that we fell short in your case. We have issued a full refund to your account. Please do not hesitate to contact our office if there is any further information you would like to address. Our goal is to ensure every family has a positive experience. Thank you for your understanding, and again, we apologize for any inconvenience caused.

• Review fromGeorge N

  Date: 08/26/2023

  1 star

  George N

  Date: 08/26/2023

  Run, don't just walk away. The instructors may be great, but the service itself is lacking. Our instructor never showed... told us that he was waiting at our house, but the Ring camera showed that no one ever came. And then to top it off, we couldn't get ahold of anyone to try and solve the situation. Not a ************ in a company that deals with kids but could leave a kid sitting there waiting.
  

  Sunsational Swim School

  Date: 08/31/2023

  Hello ******, This is ****** from Sunsational and we apologize for the issue around your swim instructor ***** having difficulties finding the swimming pool. He drove to the address you typed in for the pool address during registration and it was your house address. ***** called and tried to find the actual pool location but was not provided with the address but a snapshot. Unfortunately, ***** was confused when searching and was not able to find the new location to start the swim lessons. It is important that the right pool address is used when registering so the swim instructor can be at the right place at the right time for the lessons. Our office is primarily open Monday through Friday so we responded back to your missed call Monday morning. We sincerely apologize for delaying your daughter's swim lessons, it is incredibly important to us that all children learn life-saving water safety skills and learn to swim safely as soon as they can. I know you had a tight deadline, so the next time you are looking for more swim lessons we would love to help you with one of our experienced swim instructors.
  

  Sunsational Swim School

  Date: 09/01/2023

  Hello ******,??Thank you for calling us to let us know everything that happened so we can address that with your swim instructor to make sure they follow our policies, work with clients to overcome any issues with you and other clients, and will not be repeated. We sincerely apologize for how he approached this situation with you. Our instructors need to have clear and open communication with you, work with you to make adjustments while following our guidelines, be there on time, and help your child with building water safety skills before learning to swim safely. We will reinforce that our instructors call and work with their clients if there is any confusion, make a concerted effort to find and be at the pool earlier, and we will correct the voicemails to be more clear about when and how fast we can respond back. We appreciate your time working with us and letting us know what happened. What happened in your situation is not acceptable, and does not follow our policies/guidelines, and this will be addressed. If you ever need any at-home swim lessons we would be happy to send one of our top-rated swim instructors who has been with us for years to help you.

• Review fromSajel K

  Date: 07/18/2022

  1 star

  Sajel K

  Date: 07/18/2022

  We have had a *terrible* experience with Sunsational Swim School, which advertises that they match you with someone "personally picked for you". This is a great way of sugar-coating that they will offer the job to anyone who wants the money that they offer to them.We were matched with Coraima a week after we submitted payment in full, for three little girls for swim ******s. After matching, we planned on starting ******s two weeks later and throughout that time we had sent *at least* 5 emails to the instructor and the Sunsational office asking for communication regarding ******s. We never received a call, email or text from Coraima with clear communication other than her introducing herself, and did not receive a call or email from the office regarding our concern at the lack of communication, until we told them we would be leaving a review with BBB. When the first ****** came around, Coraima did not call, text, email, or show up. There was no way of reaching Sunsational on the weekend to communicate this and find a solution, or have them try to reach out to Coraima. When Sunsational did call us regarding the multiple emails we had sent, it was to deflect and downplay that they are "only the middle man" and that they aren't responsible for "what's going on in the instructor's mind".It is unfortunate that the only way you get any customer service from ********************** is when you tell them you're filing a complaint and that you'll be requesting a full refund with the credit card company, and even then, that they don't take any personal responsibility for facilitating a negative interaction and experience.Needless to say, we will not be using their services again and will be on the lookout for a company that is more invested in their customer.
  

  Sunsational Swim School

  Date: 07/26/2022

  Hi,I apologize that our service did not satisfy your expectations. We set a high standard for ourselves and are truly sorry to hear that standard was not met with your swim ******s.Based on your Better Business Bureau review, you had an unsatisfactory experience with our matching process, your assigned swim instructor, our billing department, and our customer service team.When a client fills out the registration form, our matching team immediately begins looking for a suitable swim instructor who can teach within your requested availability and is local to you. Our matching team will review the assigned swim instructor experience, make sure they have worked with the same ages/skill level, and understand the client's goals before officially pairing you.Based on Coraima's request, she was available to teach your ******s Sundays at 10 am. Her experience and qualifications are 6 years of experience with infants all the way to adults both privately and in group ******s. This is why our team believed Coraima to be a good fit for your ******s. Even though Coraima met the qualifications, she failed to communicate with you a proper schedule and attend the ****** once scheduled. This issue has already been addressed with Coraima and due to her unprofessionalism, she is no longer contracted with Sunsational Swim School.I understand you were disappointed that you were billed the full amount of the swim ******s upfront. As stated in our Swim ****** Agreement, our billing schedule is set up to happen within 48 hours of your instructor match. Since you and your instructor have each other's contact information and set the schedule directly, we often don't know exactly when you plan to start. In the scenario, the client wants to cancel, our customer service team will complete the cancellation process right away and issue a refund. However, since there is a chargeback request, your financial institution will be refunding your account while the case is being under review.Furthermore, in regards to our customer service team, I recognize being a nationwide company it is critical to have our team active 7 days a week. Unfortunately, our current demand is very high during our weekdays and it's not feasible to have our weekends open. It is an issue we're definitely trying to proactively solve. We do advertise on our company website that our business hours are Monday through Friday 8:30 am to 5 pm PST. To help prevent customer frustration, we have our Monday team addressing all major critical concerns as a top priority. Our customer service team did contact you first thing in the morning to address your concern and was immediately escalated to our customer service manager, ******* ****** apologized on our instructor's behalf, offered a refund, and or to be paired with a new swim instructor.I completely understand your frustration of waiting for private swim ******s at the convenience of your own pool and those expectations not being met. I am happy to provide you with 4 free ******s on us to try with your little girls with a new swim instructor that I personally hand-select for your ******s. I am currently contacting all the highly rated instructors in your area to see if they can meet your availability as soon as possible. Our goal is to provide you with a positive experience and most importantly for the students to enjoy their time in the water and become safe swimmers.I hope this helps to restore your faith in our company. We take pride in our mission of providing water safety for children and being the #1 mobile swim school nationwide. We're disappointed when we don't meet our goals and clients' expectations. The success of every student is truly important to us. I do hope that you'll try again with us and allow us to provide a 5-star experience as many of our clients have experienced.Thank you, *********************, MS ********** Manager