ComplaintsforEmler's Swim School

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The facility had no ** the contract I have states that the business is weather proof. It was hotter inside than outside and this was in June of last year. Temperatures were in the hundreds. We were never made aware of the ** problem till we started setting up for the party. They didnt bring in any fans or any temporary **. I have a lot of autoimmune disorders such as lupus. Im not suppose to be in heat. Which is why I picked this place. My medication I take shows I should stay out of the heat and sun. I had paid money for extra toys in the pool for the kids and we never received them till the end of the pool time. I tried talking to the manager. She pretty much didnt answer most of the time and said she couldnt give a refund. I made her aware that she had broke the contract.

  Business response

  02/23/2024

  *************, thank you for reaching out with your concerns from the birthday party you had at our facility last year. We apologize for not exceeding your expectations during that birthday party, we always want to go above and beyond our customers expectations. We have refunded the amount of your birthday party, and we've also spoken to you about hopefully coming back in the future for another birthday party on us!  Please feel free to reach out to the general manager if you have any further concerns. We appreciate your business, thank you! 

  Customer response

  02/23/2024

  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.
  
  Regards,
  
  *********************

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called customer service for a on-demand class and the representative named ****** kept wanting to transfer me to the location even though I told her the staffs at the location will not pick up the calls due to understaffing issues.****** then kept silence purposely without asking information thats needed for the class. It shouldnt be a problem to enroll a class since the extension is to registration team. I eventually hung up and called again. The lady helped me with my class request without any issues this time.I really like ***** and never encountered any customer service rep like ****** before. I know shes just a case but still brought up to your attention in case this happens to others.

  Business response

  09/18/2023

  ************, we appreciate your feedback. After a thorough investigation of this call, we believe our call center agent ****** followed our established guidelines, both in tone, customer service, and proper procedure. Please let us know if we can further assist you. Thank you for your time. 

  Customer response

  09/18/2023

  Complaint: 20576661
  
  I received a call from call center supervisor saying they are working on her behavior and call processes for better calling experiences this morning. Its totally different than your response. 

  My complaint is resolved with his response.

  Regards,
  
  *****************

  Business response

  09/19/2023

  ************, thank you for taking a call from our ************ Director, ****. We are glad that you had a chance to speak with ****, so that he could address your thoughts and concerns directly. As **** mentioned to you, we are very sorry that your experience with us on the initial phone call wasn't satisfactory. We don't take customer experiences lightly, and as **** mentioned, we will use this as a coaching experience for not only the call center agent you spoke with, but for all of our agents. Thank you for accepting our apology, and knowing that we will make effort to do better next time. As per your conversation with ****, please feel free to reach out to him or to Yaz, for any further questions or inquiries. Thank you again, have a wonderful day! 

  Customer response

  09/19/2023

  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.
  
  Regards,
  
  *****************

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Classes for week of June, 19, 2023 were cancelled at Emlers in ******* because the air conditioning was not working. ****** will not return my phone calls. I have called repeatedly and stopped into the location in ******* where my grandson took his first week of classes. Because my grandson lives in *******, rescheduling another week of swimming is out of the question.This was a problem created by Emlers. A refund is a reasonable request under these circumstances.

  Business response

  08/09/2023

  Thank you for sharing your review and feedback regarding your experience at our school. Our phone records show a transcription that your student would not be attending lessons the week of the 19th, as mentioned in the review, due to a medical concern. During the week of June 19th, our morning lessons remained open for the duration of the week referenced. No refunds would have been provided for open and available classes. We show the voicemail had been responded to at that time, but unfortunately do not have the results of that call. It appears lines were crossed somewhere along the way, as we do not see other attempts to reach us until yesterday. We're so sorry for any confusion or delays you've experienced! Our General Manager, **************, will be reaching out to you to help better understand your situation and help with the outcome. She can be reached directly at *********************************************************

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  FALSE ADVERTISING AND MISLEADING SALES TACTICS After a great deal of consideration, and additional contact with a local ***** manager, we elected to enroll our son in a nearly $700, 18 week program (30 min/wk). When we questioned the price, the justification that we were repeatedly given is that it would ultimately be faster and more cost effective than traditional swim programs, because they were guaranteed to learn how to swim in only one semester. The website states that 99% of children learn to *swim alone* in their first semester at *****. Because we were more focused on disability-related accommodations (that did not materialize), and were reassured by the "***** guarantee", we did not ask for ******* specific criteria. When we expressed concerns throughout the program that he was not progressing quickly, we were told he was doing fine and not to worry because the guarantee meant he would get more time if he needed it. Towards the end of the program, we went swimming as a family and found that he was nowhere near water safe or swimming.When we brought that to the attention of the ***** manager in week 16, that is when we were told for the first time that ***** does not consider a child water safe until they have completed FOUR sessions. Apparently the first semester guarantee only covers a child pushing off a wall and kicking/swimming 10 feet with their face in the water. I was not expecting multiple strokes, or good form, or really any advanced skills- but I did expect that they would introduce basic skills like treading water, floating, back and side stroke as an alternative to the crawl- none of that is included. So it actually will cost almost $2700 and take 76 weeks before your child has basic swimming skills. A review of basic swim skills from any reputable organization will show ******* standards to be completely substandard, and that they are deliberately misrepresenting their program on their website and in their sales pitches.

  Business response

  05/31/2023

  Hello ****************, 
  
  We appreciate your feedback about the program. If it were not for families like yourself sharing your thoughts then we would not have been able to build up to almost 50 years of helping children become safer around the water. One of our Core Values at ***** is to "Embrace changes that make us better". Our mission since ***************** began the program was to reduce the incidence of childhood drowning. 
  
  Based on your feedback it appears that your expectations were different from the program itself. You did mention the Emler Guarantee which is absolutely something we work hard to ensure stays true as standard of *****. This states that when a family signs up for a full session worth of ******s (Spring/Summer/Fall) that we guarantee the goal of the class to be met. We chose to uphold this standard to keep ourselves accountable to a level of offering quality ******s as well as having our families be able to know exactly what to expect in a full session in our program. Every level has a goal associated with it and for your being in Beginners has a goal for them to be swimming 10 feet independent of any floatation and anyone. In addition to this goal we also review some life saving skills that include back gliding so that we can prepare them to begin learning to kick on their back and slowly prepare for skills on strokes and breathing techniques to be learned as they move through the program. We also include a safety skill called Jump Turn and Swim which helps the child prepare for an incident in which they accidentally fall in. We teach them that if this were to happen that they turn back to the wall they fell off of and climb out independently. All of these skills are practiced every ******* Per the Guarantee, if a child does not meet the goal then we would cover any remaining ******s to help them reach their goal to ensure your child truly does become safer around the water. As mentioned, with the Beginners goal being to swim 10 feet independently we do adhere to the 99% of children swimming alone. However, we do believe that swimming is a skill that must be practiced annually as a child to continue learning and advancing their skills to ensure maintenance of what they do learn. 
  
  
  I did a bit of research with my team to also see how your child did related to the goal of the class and did find that they are able to swim the 10 feet by the end of the session. You mention additional skills that you would like to have been taught within a session and many of which are included in our Beginners program. We have 5 levels within the Beginners program and your child would be moving into the Advanced Beginners program if continued which guarantees ***** feet using their arms and improving the front breath while introducing the rollover breath. 
  
  
  We understand your desire to choose to swim elsewhere given the expectations being different and want to thank you for your commitment to ensuring your child learns these lifesaving skills with us or wherever you choose. We would like to share a couple items to help ensure you choose a quality program:
  The program has a goal assigned to the class that your child is enrolled into and a timeframe that they can guarantee the goal will be met. 
  The program has layers of safety for the children while in their classes that the teachers and all staff adhere to. 
  The program teaches and reviews safety skills every ****** with the children.  
  We loved having you and your little one around for the Spring and hope that you find a program that works best for you and your little one to have them work toward becoming a safer and stronger swimmer. If you have any questions, please reach out to our General Manager ******** at **********************************************************.  
  
  
  We wish you the best!
  ***** Swim School ********-***************** Team 

  Customer response

  06/06/2023

  Complaint: 20113874
  
  I am rejecting this response because:

  i have moved my child to another swim program at a public pool and had to register him for level 1, after spending almost $700 on Emlers class. The reason for that is Emlers standards are grossly lower than any other swim program and he doesnt qualify for level 2 yet  by the way, the two week session of the level 1 class at the public pool costs not much more than a single class at *****. 

  
  Regards,
  
  *********************

  Business response

  06/06/2023

  Hi Tess, 
  
  We are happy that you have found a program that is more in line with what you are looking for and we appreciate that you also value water safety as much as we do. It is very possible that our levels have different goals than other programs. However, we do stand by our ***** Guarantee so that our families can hold us accountable, as well as holding ourselves accountable to having the children meet a goal within a specific time frame and if not, then we would cover the lessons required for them to meet the goal. 
  
  We hope that you have an incredible experience and wish you the best!
  
  Swimcerely, 
  ***** Swim School

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a complaint about *************** school in *********,***** in regards to their no refunds policy. My son, four years old attended here for several months In 2022 but due to diagnosed ADHD, he really struggled to pay attention and focus during the classes. His behavioral issues are very well documented. While in class, I noticed he was usually off doing his own thing and going underwater during class while the teacher was working with other students. The classes have several students and youre child os not the primary focus while the instructor is working with other students which is a safety issue when you have a child with behavioral Issues.A couple times while observing from the sidelines, I had to run inside to the pool to point out he was going under water on his own while the teacher was busy with other kiddos. Several times I noticed different instructors getting onto my son for his misbehavior-they seemed patient but frustrated. I eventually decided to remove him from class and to potentially come back to swim lessons when he is older, better able to focus and not being a safety risk to himself and others. My complaint is with how the school chose to handle our request to withdraw. The school refused to give any refund on the prepaid $387. they said they could give his spot to someone else but would not give a refund. This seemed awfully unreasonable given that they have a waitlist and would easily be able to fill the spot and replace the revenue with another student. I am not sure what rights we have here. Its problematic when a business puts profits ahead of student safety and well-being, particularly where a disability is involved.

  Business response

  05/02/2022

  ****************, 
  Our goal at ***** Swim School is to provide fun and effective swim lessons to our families in a caring and safe environment. Safety is the cornerstone of everything we do at ***** Swim School. Since beginning swim lessons with us, your son has been on goal in his Preschool Beginners swim classes, and we have offered you private lessons to help move him even further along. In addition to private lessons, we've also offered you credits to use in the future, which you declined.
  
  
  When you enrolled with us, you signed a waiver stating that we have a no refund policy, this policy is also stated on our website several times. All of our customers sign a waiver when enrolling stating our no refund policy before starting lessons with us. The no refund policy, which we've had in place for many years, allows us to make a commitment to our customers and provide the highest quality swim lessons with a 100% swimmer guarantee. Here at *****, we stand behind this guarantee and because of the guarantee, we are unable to offer refunds on tuition or registration fees.
  
  
  We have learned that this commitment is important as we navigate each childs learning and progress through our curriculum, meeting their physical and emotional needs as they learn life saving swim skills. There are things we can do to make sure your swimmer gets to a place where he is happy and learning well, and we would be glad to discuss them further with you. 

  Swimcerely, 

  ***** Swim School

*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. ↩