ComplaintsforSaf-T-Swim

• Initial Complaint

  10/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid for swim lessons in advance on a pre-purchase price agreement and paid against the 6-week programs. I've been a paying customer to this company for over 8 years. As of August ************************************************************************************************************************************************* on weekend times. Throughout the 8+ years, the instructors were repeatedly changing as well as policies. When an instructor would cancel/call out sick we would be offered a make-up class (same scenario if we had to cancel due to illness). However, they changed the policy for make-*** to be done within 30 days - yet never had any slots available for said make*** to be done within the 30 day timeframe. They would cancel the makeup and you are out that money. I spoke with ****** at the **************** in August and followed up every few weeks regarding the refund which had to be issued via check. She advised that her supervisor ***** would help me. Then it switched to *******. On my most recent call - over 2 months later, I was told that ******* spoke with the district manager ********************* who advised her that they would refuse to provide said refund. Regardless of that I was told I would receive it back in August during my initial call. This is unacceptable. No one has followed up and I'm constantly in the dark meanwhile they are sitting with almost $200 of my money. I'm a single mom and a volunteer firefighter - I cannot afford for someone to hold onto crucial funds I need to provide for my son and his wellbeing. In addition to the fact that this is very bad business and extremely poor customer service. When I asked to speak with ***** directly, I was again given the run around.

  Business response

  10/21/2022

  Good Afternoon BBB,
  
  We were very sorry to hear of the concerns that the customer is having regarding their swim lessons.  We strive to ensure that each customer has an amazing experience at Saf-T-Swim.  Under normal circumstances, there are no refunds for classes.  However, in the aforementioned case, due to our lack of availability and delay in providing lessons, we did accommodate the customer and issued a refund for the classes which she was unable to attend.  
  
  
  The District Manager contacted the Corporate Office and the check is on its way!  We apologize for any inconvenience and delay in this process.  We value your commitment to our ********* Location and drowning prevention.  
  
  
  Thank you for bringing this to our attention!  We apologize for any frustration this may have caused.  
  
  

  Customer response

  10/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  Business offered a resolution and issue was resolved to satisfaction
  
  Kindly update case accordingly
  
  Thank you
  
  ***** ********
  

  
  

  
  
  
  
   
  
  

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We bought swim ******s for our 3 children. Covid hit and the location closed. When it reopened, we wanted to continue with the ******s we paid for. They said they expired. We told them covid prevented us from coming so they allowed the ******s to be reissued. Whenever we tried to get a ****** in, they had no availability so we purchased another package for our 3 children and finished that session. They whole time trying to get the other ******s done. Again, no availability. SO I called to try to get availability and she now says they ******s expired. We had another high incidence of covid and I did not feel that it was a safe enviroment for my children while the numbers were high and my 4 year old are unvaccinated. Additionally their instructors wore face ******* not masks ( obviously difficult to do in a pool but yet another reason why my kids were not going for the past 6-9 months. I also have called and left messages along the way but no one ever calls me back. It is difficult to schedule if they do not answer! It took 2 different phone calls for them to tell me my sessions expired. I would like a resolution. The supervisor said there is nothing that can be done. I feel that in these times of the pandemic, an expiration date should be null and void. Please advise.

*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. ↩