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:06/12/2025

  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.

  At an in person event, I was promised a refund by this company/trainer in good faith. I attempted to reach the business via email and telephone the next business day and was not responded to. I have left 4 unreturned voicemails and 3 unanswered emails. This business has no right to retain peoples payments for services which were not rendered without a written policy to state otherwise (I was not provided any such policy prior to paying their invoice), nor do they have any right not to answer customers or consumers which have questions related to anything about their business or services. I have been trying for 3 weeks to simply have a written or oral conversation with someone affiliated with this business.

  Business Response

  Date: 06/19/2025

  Hello,

  Thank you for forwarding this complaint. I apologize for the delay in both responding and issuing the refund. The delay was due to two issues:

  1. This is not a full time business - we only host a handful of Lifeguarding classes per year and have been doing so for 34 years with 0 complaints. After these classes were scheduled and posted online, I suddenly became extremely busy at my full time job. We discussed canceling the classes due to my sudden change in availability...but decided to continue hosting the classes due to the shortage of lifeguards and the needs of the local swim clubs.  With the closing of the Crozer-Keystone Health system and the discontinuation of 911 emergency ambulance services in 60% of ***************, I was contacted by several municipalities and tasked with setting up emergency ambulance services in multiple local towns. I had 9 days to set the project up from contract signing to being operational. And then I spent the next few weeks monitoring, adjusting, and implementing different facets of the operation. I have basically been dealing with emergency ambulances, politicians, and township administrators for the past 6 weeks with no time left over for anything else. Lifeguarding classes unfortunately were just not on the priority list and took a back seat for the past 6 weeks with the priority given to ambulance operations.
  

  2. I did receive Mrs. ********** messages and logged in to process a refund (usually during overnight or late evening hours). Upon searching "********", I showed zero payments and the Quickbooks system would not process a refund where no payment existed. At the time, I didn't have the capacity or timeframe to do further research, send emails, or do follow-up calls. And I couldn't call to clarify info in the middle of the night since my days were tied up with ambulance operations. Upon finally being able to dig into this today, we realized the participant that she paid for was registered under a different last name. I just logged in and was able to pull up the participant's name and change it to Mrs ********** name. Now that we have a matching payment to a matching invoice, Quickbooks let me issue a refund via check.

  I apologize for being unable to respond for several weeks and for the delay in issuing a refund. These classes just happened to be scheduled at the exact same time that I was getting overwhelmed with ambulance shortages. Please note that we normally are quick to respond and handle issues - and these delays and unresponsiveness are not the norm. It appears this customer lives down the street from me. I will drop off the refund to her mailbox this afternoon on my way home today. 
  

  Customer Answer

  Date: 06/20/2025

  
  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,
  
  ******* ********