Complaints

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has deceptive advertising on their website. I purchased what I thought was a swim ****** on their website for about $30 dollars. Their purchase page did not show a total price. It turned out that I had purchased a monthly membership for $150. I was unable to use the 4 ******s that month as I did not expect to have that commitment. I called the company and explained the misunderstanding. They refused to allow me to use the ******s (that I had paid for) the following month and refused to offer a refund. On top of that, they charged me for a second month, which I did did not want. They offered to refund me for this month, but then never did provide a refund. Ultimately their website has false advertising, and they refused to offer a refund even though I did not use their services and was confused by their deceptive website. I was unable to upload the images I took of there registration page, but it never shows the total purchase amount, and the subscription policy is in the fine print and not easily noticed.

  Business response

  05/08/2023

  Dear *****,

  Thank you for bringing this issue to our attention. We apologize for any confusion that *** have occurred during your purchase process.

  We strive to be transparent with our customers about our pricing and services, and we take any accusations of deceptive advertising very seriously. We would like to assure you that we are not a deceptive practice and that we have done everything on our end to ensure that we are not deceptive.
  Regarding your purchase, we would like to clarify that on our purchase page, it clearly states that the purchase is for a monthly membership that includes four swim lessons, and the total cost is $146 - ****** depending on how many weeks of lessons are offered on month to month basis. We also have a subscription policy that is clearly stated on the page, which includes information about automatic renewal and cancelation which emailed and agreed upon during the registration process.
  We understand that this *** have been a misunderstanding on your part, and we apologize for any inconvenience this *** have caused. However, we must also adhere to our policies and terms of service, which state that refunds are not offered for services that have already been provided or scheduled for a makeup due to your absence for personal matters.
  In regards to the issue of the second month charge, we apologize for any confusion that *** have occurred. We understand that you did not want to continue with the monthly membership, and we have refunded the charge for the second month as promised.
  We value your feedback and will take it into consideration as we continue to improve our website and services. If you have any further questions or concerns, please do not hesitate to contact us.
  

  Sincerely, 

  British Swim School - City of Boston
  
  
  

  
  

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