ComplaintsforRoots Aquatics Center, Inc.
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Complaint Details
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Initial Complaint
02/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Thursday February 2, my daughter, age 3 (2 at the time) was nervous to attend her first swimming class. During the class, as the children were taken into the deeper part of the water, the instructor began to put her swim floaty/bubble on her. He turned away without realizing the floating device was not fully secured and my daughter completely went under water. The instructor turned around and caught her. The director of this business was there and saw the whole thing. My daughter was clearly traumatized- I saw her hold her hands out and say mommy while she was there and she proceeded to stay by the side of the pool, afraid to continue, though she did.NO ONE came to me to address what had happened.3 days later my daughter became very sick with a high fever; she was taken to the doctor and we were told she also has fluid in her ear.She no longer wants to attend swimming class and neither does her brother.The director called me on Thursday February 9 (which was supposed to be her next class, but she is still sick), and completely DENIED the whole thing happened. First, she said my daughter didnt go underwater. Then she tried to blame my 3 year old saying she jumped in when she wasnt supposed to, which is completely false. She lied and said it didnt happen and is refusing to give me a refund for my childrens classes.I would like to be refunded the complete cost of my childs classes because one is traumatized and the other does not want to go after what happened to his sister. I also do not feel comfortable sending my children to a place that is irresponsible and clearly do not have the childs safety as their number one priority.Business response
03/03/2023
We have refunded all charges associated with this service.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.