Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I believe that this franchise is either unable to teach children to swim or is intentionally teaching children very slowly in order to extract more money from their families.My son was in the Glider 2 program beginning in summer '22. At Thanksgiving, they told us he only had one more skill to master to move to Glider 3. Each week for the next 16 weeks, we were told there was a different skill he needed to work on to move up. He also had a different teacher about every 3 weeks.I complained to a manager that I heard a different story about his progress each week. She said she would test him the next week, which took 2 weeks. They told me that he needed to be more consistent on several skills, but he needed a more consistent teacher. They couldn't find him a more consistent teacher, so I wrote to the schools websites Contact Us page and received a text message asking if the school could make it up to us by providing 6 weeks of private ******s for free. The week after that, the school was closed due to an accident in the pool. The following weeks, my son had an ear infection, and then we had a planned vacation. When we returned, he was placed in a lane with 3 other kids and no one had any record of the conversation about private ******s. I told the manager, *********, I wanted a refund for the make up tokens we had acquired. She offered me the money back for 15 make up ******s, as well as private ******s for the following three weeks on 6/21, 6/29 and 7/6.My son received a group ****** on 6/21 and a private ****** on 6/29. When I arrived on site on 7/6, they had no record of my son being enrolled and said we had not shown up for the last two ******s, so they were not expecting us. This is untrue. I again asked for the refund for the 15 make up tokens we had acquired as promised. ********* only gave me money back for 9.After almost 2 years at Goldfish, I still have a child who can't swim. I would like additional money back so someone else can teach my child.

  Business Response

  Date: 09/22/2023

  I know the complaint was closed due to a lack of response. I just spoke with the mom today and was able to give her a refund and have offered free lessons in the future when she's ready to return. Is it possible to get a response added to the complaint now?
  
  Thank you,
  
  *********************;
  Director of Operations

  Customer Answer

  Date: 09/22/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been taking my special need child to this establishment for 5 years since he was 12 years old. This establishment has been accepting my money every visit with no problem. Now all of the sudden their saying my son is too old now since hes 16 mind you this was never a problem until this past Saturday they came up with a new rule children cant be over 12 years old. However this establishment has been accepting my money for years it was never a rule before. They are also are charging customers $35 for 30 minutes and actuality they are only giving the customer 20 to 23 minutes the are cheating paying customers out of their hard earned money. This establishment needs to be investigated about the false advertisement they are committing.

  Business Response

  Date: 09/25/2023

  In regards to the complaint you sent over. I was unable to rectify this with the parent- because what they want is to be able to attend lessons-  
  -Our policies are to teach swim lessons for children 4 months- 12 years old. Their child is *************************************************************************************************************************************** February we got a new Manager who is enforcing the policies and making sure we are in compliance with our rules. And while we would love to be able to teach everyone, we are a franchise- with policies that come directly from our ***************** They put the age range into place and that is something we have to follow. We also don't teach teenagers or adults because our pool is only 3.5 to 4 feet high and some of our instructors are only 15 or 16 yrs old. We truly wish we could accommodate everyone but are unable to do so in this instance. We did recommend the ** who teach teenagers and adults and offered for them to come during our Family Swim/Open swim time to take advantage of the pool if they wanted. 
   
  
  *********************;