Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/13/2022

  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.

  We enrolled our 3 kids into swimming with a membership fee of $660 (for all 3 kids, 4x per month, 60 min each session). Due to their inflexibility to schedule for make-up classes, I had informed Aqua-Tots to change our membership to $348) 30 min each session instead. This was communicated in August **************************** Sept 2022. However, they did not make it effective which we were billed for $660 for the month of Sept. They admitted their mistake. Starting Oct 2022, they did change it to 30 min sessions. At the moment, we have about 6 make-up classes per kid (30 min each class) and asked Aqua-Tots to work on their schedule and accommodate our classes to be a full 60 min (30 min from the membership + 30 min from the make-up). Aqua-Tots said it is hard to accommodate 3 kids for 60 min; therefore, asked us to continue on the 30 min sessions.This is not what we want and what we been getting. They are forcing us to just take whatever is available, which this is not fair.I have asked for a refund of our membership for this month and the 6 paid make-up classes. They refused to do so. This is not honest business, I am asking for your determination and help to bring this to light and make it right. The amount of money they need to refund us is: 1. 2 remaining 30 min classes for Oct 2022, $174.00 2. 6 make-up classes each 30 min (per kid), $495.00 Total refund should be $669.00 Thank you so much.

  Business Response

  Date: 10/14/2022

  Hi *****,
  
  I appreciate our time spent on the phone yesterday (10/13/22). As I stated over the phone, I felt heart-broken to read your complaint on the BBB. As a small business owner and mother myself, I put a lot of love into our business and my team does their best to do the same. As discussed, our team worked diligently to make exceptions and navigate the schedule to the best of their ability. We know it can be challenging to schedule for 3 kids, especially for the 1 hour timeframe you requested. We are sorry that we could not find an immediate solution to meet your needs. We did waive several of our policies, including booking make-*** more than 7 days in advance, waiving the 30-day withdrawal notice, and providing the full refund you requested. We did our best to be as flexible and accommodating as our schedule and staffing allowed for. Our hearts and intentions always come from a good place. We want your kids to have a successful swim journey as we have loved seeing them progress at Aqua-Tots. We genuinely hope you find something that matches your needs so that the kids can continue to build upon their water safety skills. Should you have any further questions or concerns, please do not hesitate to contact me directly: *************************************.

  With Gratitude,

  *******************************

  Owner