ComplaintsforIddy Biddy Pool School

• Initial Complaint

  10/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I have a credit on my account at Iddy Biddy Pool School for $89.00 from March 2020 when the pandemic began. Unfortunately, the pandemic is still occurring and I do not feel comfortable taking my daughter back to Iddy Biddy Pool School because the instructors are not wearing masks that cover their nose and mouth will instructing small children. As a result, on 10/18/2021 I called to request a refund. I was told no and so I requested to be contacted by the office manager or owner to resolve this issue. To date (10/21/21), I have not received a call back to resolve this matter.

  Business response

  11/01/2021

   

   

  

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

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

  Where Safety Starts and Quality Lasts

   

  Regarding Miss Smiths concern, we have spoken with her numerous of times but unfortunately, she did not like our response.

   

  In March of 2020, when covid started we offered our customers the choice of a refund, a credit or to donate the tuition to our school.  *************** chose to take the credit on her account for when they returned.  This credit was to expire one year after being issued.  *************** was more than welcome to use that credit until March of this year.  She has now waited 18 months to voice her concerns regarding the credit and has now decided that she wants a refund instead.

   

  Her concerns regarding our swim instructors not wearing a mask that covers their nose and mouth are not valid.  We have followed all *** recommendations to the letter.  The *** advises us not to wear cloth masks in the pool because it is a drowning hazard.  Iddy Biddy Pool School took extra precautions and purchased plastic face shield for all swimming coaches.  Our coaches wore these face ******* for the first year of the pandemic when Miss Smiths credit was available for her to use. 

  As of the beginning of this summer, 2021, after speaking with parents we realized that the face ******* were more of a distraction than a help.  Our front desk employees as well as anyone that is not in the water including all parents are still wearing face masks while in the building.  Everything that *************** was concerned about in her letter to you was taking place during the time she could use the credit, she just chose not to.

   

  If *************** had approached our front desk with some kindness versus calling them a liar and talking down to them, I may have extended her credit until now as good customer service.  Unfortunately, the way she spoke down to my staff was completely unnecessary and we no longer welcome her to our swim school.

   

  We hope that she finds a swim school with policies that she is comfortable with, and we strongly encourage her to read them thoroughly before signing.

   

   

   

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

  Office Manager

  Iddy Biddy Pool School/Sharkys Pool Care

  ************ (office)

  ************ (cell)

  Customer response

  11/01/2021

   
  Complaint: 16047264
  
  I am rejecting this response because:

  1) I was not spoken to several times about my concerns.  I called Iddy Biddy Pool School on October 18, 2021 at 9:08am and spoke with the front desk staff to request the refund.  The staff member was unsure if this could happen and told me she would give me a call back.  She returned my call at 12:21pm and stated no credit would be granted.  I asked her what the reasoning was and she said it had been too long.  I expressed that I was uncomfortable sending my child back with  Covid instructors not wearing *******.  I asked if I could speak with the owner, she said that he had step out and he or the office manager would call me back.  I never heard from the office again.  So there were not multiple times that I was spoken to.  It would have greatly appreciated a call back as promised.  Also, I NEVER called the staff a liar or was rude.  I did express my concerns and ask questions, she wasn't sure so she offered a call back.  Again, I never received that call.  Do you guys happen to record calls?  As your claims are completely false and a recorded phone call will support my position.  

   

  2) When was it stated or a policy provided that the credit was only good a year?  Here is the email sent to your customers on 5/12/2020 (I did thoroughly read your email) and it does not stipulate a time frame.  Unfortunately, we all could not predict how things would go with Covid and had you listed a timeframe on the credit, I would have requested a refund then.  In good faith, I was trying to help keep the school open as the owner had expressed using most of his savings to operate and I did have intentions of returning when Covid calmed.  

  On May 12, 2020, at 12:29 PM, Iddy Biddy Pool School <**************************> wrote:
  
  Dear Swim Families,
  We want to express our gratitude for your continued support through these uncertain times.  Without it,we couldnt continue on.  We have NOT touched the April tuition; we have gone through all our money and pretty much all of our savings trying to keep afloat.
  We would like to offer you 3 choices in how you would like your April tuition returned:
  1. Donate to Iddy Biddy.  Some families have generously donated their tuition to us and we are extremely grateful.  This has helped use out tremendously
  2. Put towards future lessons.  A credit will be added to your account so when you do sign up for lessons this amount can be put towards that total.
  3. Refund.  A refund would be put through to your original credit card which would take 3-5 business day.
  Please know that whatever you decide we are extremely grateful for your support and we miss you and your children immensely.  We can not wait to get back in the pool with them!!  Please let us know if you have any questions or concerns.  Stay safe and healthy and we look forward to seeing you all very soon!!
  Sincerely
  Coach Jeremy & Miss *****

  3) I was in the swim school and the face ******* were not covering the instructors mouth or nose.  So for my own child's safety, I chose not to re-enroll.  I do have video if needed to provide proof of this.  

  4) The reason that I am requesting a refund is because I am not planning to come back to your school, so not being welcomed back in not of concern.  However, as a business owner I would never keep someone's payment for a service/lesson/product that I did not provide them.  It's unfortunate that this is how the school operates.  I had been a consistent customer prior to Covid and could not even receive a call back from the office manager to answer/address my concerns, but when I was time to register and take payment I never had a problem receiving a call back.  I would suggest that you keep the same level of customer service when booking lessons as you do if someone has an issue.  

  Could you please provide the policy or email that mentioned the one year time limit on the credit (I know there was a limit on makeup classes).  

   

  Thank you,

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

   

   

   

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

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