Aqua-Tots Swim School

I am writing to complain about Aqua-Tots Wheaton's lack of communication,unavailability of coaches,insensitive management,&overall bad customer service.

We’ve been attending Aqua-Tots Wheaton since May 2018.During my pregnancy&after giving birth,our child has not been able to attend his lessons regularly.We also moved to another address during this time period.As soon as we're able to,we tried to schedule make up classes,but availability was limited.This caused the number of our makeup classes to grow to 20 (7 out of 20 cancelled by Aqua-tots.I have emails to prove it).We felt trapped &couldn’t leave bec we didn’t want to waste the money we already paid for.

On Feb 8,2020,my husband&child arrived at Aqua-Tots&was informed that it was cancelled due to the coach calling in sick.The manager said they sent out a cancellation email.The problem is,it was 2hrs before the said schedule.We fully agree that people should prioritize their health.What didn’t sit well with us is this –the email was beyond short notice.We didn't receive any phone calls,&when I brought this issue up,I was told that they were "too busy" to call.

The manager was not apologetic.She just said that I will receive a call back from the gen. manager,but have not heard from them after 2 days.After calling them multiple times,I was able to talk to the owner Rishi K. I explained to him what happened &told him that it wasn’t the first time a sudden cancellation,or a change of schedule happened –without us getting a call,or us agreeing to the change.Instead of offering an apology&asking how he can make things right,he went on&said that he can’t make a sick person go to work,that we should be thankful that they taught our child how to swim,&that it was our fault that we had all those makeup classes.Without knowing why we had to cancel classes,he was already judging us.I tried to explain to him our situation,but he said,“No, you listen to me!”He then went on&I couldn't get a word.He hung up after saying“I have to go,I'll call you later.