Kids First Swim School

This letter is regarding ID [redacted] I'm writing this letter in response to [redacted] s complaintHer child was swimming in one of our classes on Tuesday April 29th when he fell into the pool [redacted] made his way back to the side of the pool as the instructor was getting to him to help him outHe was fine and was starting to rejoin the class when *** [redacted] entered the pool deck and proceeded to cuse out half of my staff teaching lessonsI was working with a customer at the time it happened and I wasn't made aware of the situation until or minutes after it took placeI then attempted to talk to *** [redacted] about the situation and she then proceeded to curse me out, I have not spoken to *** [redacted] since that day nor did she make her last class.Due to her out burst in front of children, Kids First will not be considering any refund in this situation, Kids sometimes fall into the pool and it even happens when the parents are in chargeMy staff responded to the incident in a timely manor and contrary to *** [redacted] s claim [redacted] didn't almost drown.Best Regards,

The complaint about the Kids First Swim School in Rockville case # [redacted] has several inaccuracies that need to be addressedAs far as Kids First is concerned, this complaint was resolved in favor of the customer and no farther action is required on our partThe following is a breakdown of the payments made to Kids First by the familyOn Janthey purchased a Semi-Private lesson for $this was for our Session #During the course of that session, the family purchased a five session group package for $on 2/22/The family made this investment because they were extremely happy with the instructors, the curriculum, and how their lessons were being conductedThe children participated in Session 2, one of the children breaking his arm during the course of the session and a credit (for future classes) was applied to their account for all of the next session for the child that they had signed up for (session 3), as well as the last two weeks of the session they were currently inThey again signed both children up for session on 4/19/2014, and completed that session without incidentThe only other credit besides the one previously mentioned was a credit placed on their account on 4/(when they signed up for session 4) because they told us that they would miss a class on 5/15/The TOTAL amount of credit on their account was for $On 5/10/they signed up, again because they were extremely satisfied with the quality of personal instruction being afforded to their childrenThis was for session, They USED all of their credits on their account at that time for the semi-privates during session Instead of paying $290, they paid $(290-134)Session ran from June 16"-July 27" and they finished that session without incident, so the assertion that the incident arose on 6/21/simply is misleading, if not downright incorrectOn 7/11/(during session five and after the incident supposedly occurred), the family signed up for another semi-private session as well as the group classAgain there was an issue with the health of their children as one suffered another broken bone, this time a leg, this happened in the middle of the session, with one of the children attending sometimes, we then also tried to schedule make-ups with the instructor to accommodate this issue, for whatever reason the instructor and the family didn't get connected with times, the family came in once when the instructor wasn't there and vice versa, the instructor showing up when she thought she had scheduled the makeupHowever the mistakes were made during that period is mute because at that time she began asking for a refund for that session and the upcoming semi-private lessonsagreed to give here the refund and emailed her several times on that issueWhat I don't understand is why they filed a complaint during the period that I agreed to refund their moneyAccording to this report, they filed the complaint on 8/19/On 8/25/the mother emailed me asking about the status of the refundI responded telling her that I had put the request in, however it sometimes took a week or days for some people to see it appeared on her accountShe accepted this and thanked me for handling the issueOur records indicate that on 9/3/the refund was fully processedAs they stated, some of the jessons were purchased on a discount, the total amount of the refund that I issued based on how much they paid, the amount of lessons they took, ect was $as opposed to $As stated the refund was processed on 9/for $to a visa account ending in This was the same account that all lessons had been charged to and it was accepted by the banki had been out of the country from September 25-Oct 5, this is the first instance that I have had to review and respond to this issue

Dear Revdex.comI am responding to the letter you recently sent us concerning Jessica G [redacted] As explained to her at registration we do not do refunds- it is a corporate policy in all of our schools that is relayed via the attached letter when she registered and was also clearly explained to her on no less then three occasionsWe recognize her frustration and she was originally offer a $store credit as per our policyWhich she acceptedThen on a second occasion she complained again about the policyAfter it was brought to my level by our store manager she was offered two make ups a value of $creditShe still was not satisfied- We make every effort to do what is best for our customers- but some are neverhappy.Any Questions please feel free to contact me directlyChris RKFSS District Manager

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** **

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response for the following reasons:
It appears that MrR*** has his facts mixed up again. Yes, the swim school corrected their fraudulent overcharge of $that they were claiming went against their refund policy despite the fact that it was in no way a refundI do appreciate having received my money backHowever, there is now a new issue in that they are refusing services which I have paid for, equal to the amount of another $16. The policy of Kids First is that each person is allowed one make up class before their session endsBecause of the issues I was having with the fraudulent overcharge, the front desk manager at the Limerick location told me that I would be able to take my make up class after May 2nd, since I was going on vacation (the reason why I took days to return MrR***'s phone call, which I told him about)She told me, "Call us after May 2nd when the next session starts." I agreedWhen I returned from vacation, I contacted the Limerick location to give them my credit card information so as to receive the overcharge correctionI also inquired when I would be able to take my make up class for missing my final classThe manager told me that they would no longer be allowing me to take my make up class because they had corrected my $overchargeI told her that those two things had nothing to do with one another and that she had specifically told me to call back after May 2nd and she said that was something they were going to do for me because of all the troubles I was having with getting my fraudulent overcharge corrected and that since I had received my $they were no longer going to allow me to take my class as promised. If they were going to change their minds on allowing me to make up my class after my session ended, the professional thing to do would be to make a phone call to inform me that I would need to come in before it ended so as to have the opportunity to make up my class that I paid forI obviously received no such call.I was never rude to anyone, and I certainly never slandered the companyThe definition of slander is making a accusation - the reviews I left for this company have been nothing but 100% truth and have only described my experience thus farI am not threatened at all by MrR***'s threat of legal actionI have done nothing wrong, however this company made a fraudulent charge to my credit card, refused to correct it, and is now refusing me services which I paid for. I have attached some reviews that I have come across that describe similar issues in fraudulent charges and rude managementI am clearly not the only customer who has had a negative experience with this company and MrR***, but perhaps I am the only one to have taken it this far. I have also attached my published review showing that there is in no way any slander and simply describes my negative experienceIt is my right to review any company in an honest wayAnd I believe it is my responsibility to warn as many people as I can about the possibility of fraudulent overcharging and rude management, as it is clearly a pattern for this company. If by "not getting my way", MrR*** means not receiving services that I have paid for, then yes, I will not stop until I "get my way"At this point, since I am no longer welcome at Kids First, I would like the $returned to me for the missed class that was promised and that they are not allowing me to make up. Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution
is satisfactory to me.
Regards,
*** ***

Dear Revdex.comI am responding to the 2nd letter you recently sent us concerning [redacted]As stated in my previous letter - we followed Kids First Swim School corporate policy, I spoke directly with the owner and received approval to issue a refund. Which was issued 5/4- [redacted] was called on 5/2 to offer the refund it and took her two days to respond. When she finally responded she was still not satisfied because we rescinded the credit and additional make ups offered previously to correct the issue. She has also been slandering us on social media and our owner and attorney are considering options. Her and several of her family members are making inaccurate accusations. Simply because she did not get her way. As to her comment on my rudeness- she has been very rude to our staff and employees. We made several attempts to solve her issue including the refund and she is still not satisfied. We would be very happy if she take her business somewhere else as she is no longer welcome at Kids First Swim Schools.Any Questions please feel free to contact me directlyChris R.District Manager

Dear Revdex.comI am responding to the letter you recently sent us concerning Jessica G[redacted]As explained to her at registration we do not do refunds- it is a corporate policy in all 29 of our schools that is relayed via the attached letter when she registered and was also clearly...

explained to her on no less then three occasions. We recognize her frustration and she was originally offer a $16 store credit as per our policy. Which she accepted. Then on a second occasion she complained again about the policy. After it was brought to my level by our store manager she was offered two make ups a value of $32 credit. She still was not satisfied- We make every effort to do what is best for our customers- but some are neverhappy.Any Questions please feel free to contact me directlyChris RKFSS District Manager

The complaint about the Kids First Swim School in Rockville case #[redacted] has several inaccuracies that need to be addressed. As far as Kids First is concerned, this complaint was resolved in favor of the customer and no farther action is required on our part. The following is a breakdown of the...

payments made to Kids First by the family. On Jan. 2 2014 they purchased a Semi-Private lesson for $290 this was for our Session #2. During the course of that session, the family purchased a five session group package for $446.25 on 2/22/2014. The family made this investment because they were extremely happy with the instructors, the curriculum, and how their lessons were being conducted. The children participated in Session 2, one of the children breaking his arm during the course of the session and a credit (for future classes) was applied to their account for all of the next session for the child that they had signed up for (session 3), as well as the last two weeks of the session they were currently in. They again signed both children up for session 4 on 4/19/2014, and completed that session without incident. The only other credit besides the one previously mentioned was a credit placed on their account on 4/19 (when they signed up for session 4) because they told us that they would miss a class on 5/15/2014. The TOTAL amount of credit on their account was for $134.00. On 5/10/2014 they signed up, again because they were extremely satisfied with the quality of personal instruction being afforded to their children. This was for session, 5. They USED all of their credits on their account at that time for the semi-privates during session 5. Instead of paying $290, they paid $156 (290-134). Session 5 ran from June 16"-July 27" and they finished that session without incident, so the assertion that the incident arose on 6/21/2014 simply is misleading, if not downright incorrect. On 7/11/14 (during session five and after the incident supposedly occurred), the family signed up for another semi-private session as well as the group class. Again there was an issue with the health of their children as one suffered another broken bone, this time a leg, this happened in the middle of the session, with one of the children attending sometimes, we then also tried to schedule make-ups with the instructor to accommodate this issue, for whatever reason the instructor and the family didn't get connected with times, the family came in once when the instructor wasn't there and vice versa, the instructor showing up when she thought she had scheduled the makeup. However the mistakes were made during that period is mute because at that time she began asking for a refund for that session and the upcoming semi-private lessons. agreed to give here the refund and emailed her several times on that issue. What I don't understand is why they filed a complaint during the period that I agreed to refund their money. According to this report, they filed the complaint on 8/19/2014. On 8/25/2014 the mother emailed me asking about the status of the refund. I responded telling her that I had put the request in, however it sometimes took a week or 10 days for some people to see it appeared on her account. She accepted this and thanked me for handling the issue. Our records indicate that on 9/3/2014 the refund was fully processed. As they stated, some of the jessons were purchased on a discount, the total amount of the refund that I issued based on how much they paid, the amount of lessons they took, ect was $395.00 as opposed to $425.00. As stated the refund was processed on 9/3 for $395.00 to a visa account ending in 9010. This was the same account that all lessons had been charged to and it was accepted by the bank. I had been out of the country from September 25-Oct 5, this is the first instance that I have had to review and respond to this issue.

This letter is regarding ID [redacted]I'm writing this letter in response to [redacted]s complaint. Her child was swimming in one of our classes on Tuesday April 29th when he fell into the pool. [redacted] made his way back to the side of the pool as the instructor was getting to him to help him...

out. He was fine and was starting to rejoin the class when [redacted] entered the pool deck and proceeded to cuse out half of my staff teaching lessons. I was working with a customer at the time it happened and I wasn't made aware of the situation until 4 or 5 minutes after it took place. I then attempted to talk to [redacted] about the situation and she then proceeded to curse me out, I have not spoken to [redacted] since that day nor did she make her last class.Due to her out burst in front of 20 children, Kids First will not be considering any refund in this situation, Kids sometimes fall into the pool and it even happens when the parents are in charge. My staff responded to the incident in a timely manor and contrary to [redacted]s claim [redacted] didn't almost drown.Best Regards,

Review: We signed our 2 kids up for swim lessons at the [redacted], Maryland Kid's First Swim School starting in February 2014. The lessons are typically once per week except in the summer when there are special mini-sessions which consist of lessons twice per week. At first, everything was great. But due to a variety of reasons, we started to need make-up lessons. For example, the instructor was on vacation for 2 weeks in the end of June and had to make-up those lessons. Since the school policy is to not refund your money, we either had to take a credit or do make-up lessons. The make up lessons would have been sufficient except that the instructor then proceeded NOT to show up for the lesson. The excuse given that day (July 29th) was, the school "didn't have our contact information" and could not inform us in advance and so we showed up for no reason. So we decided to take credits and arrange for more lessons. As an aside, if they really didn't have our contact information, then they certainly had it after this incident. In July, we signed up for a mini session that was to start August 19th. We showed up and there was no instructor, again. The supposed reason was the instructor was on vacation and would not be back until next week. Since this is a mini session, that is another 2 missed lessons! Not to mention, why didn't they contact us to let us know? We showed up, again, for no reason. They had at least 3 weeks to lock down an instructor and then let us know if that was not going to be possible. And they did NOTHING. As I mentioned, we have been doing lessons since February 2014 and it is now August 2014 and we STILL have unused credits because Kid's First keeps screwing up and either missing make-up lessons or just flat out doesn't have instructors available at pre-determined lesson times that were on their schedule long in advance. I would be more forgiving if it were only make-ups that were screwed up but screwing up the scheduled lessons is unacceptable.Desired Settlement: We would like a refund of all of our unused credits. With so many cancellations and reschedules, it's hard to say what that amount of money even is, unfortunately. I am certain, though, that we had enough credit for a semi-private lesson + 2 group lessons. The regular price for the semi-private is $290 and the 2 group lessons is $210 ($105x2). This is $500 total. Since we may have purchased some of the lessons at a 15% discount, this reduces to $425. $425 is what we want refunded to us.

Business

Response:

The complaint about the Kids First Swim School in Rockville case #[redacted] has several inaccuracies that need to be addressed. As far as Kids First is concerned, this complaint was resolved in favor of the customer and no farther action is required on our part. The following is a breakdown of the payments made to Kids First by the family. On Jan. 2 2014 they purchased a Semi-Private lesson for $290 this was for our Session #2. During the course of that session, the family purchased a five session group package for $446.25 on 2/22/2014. The family made this investment because they were extremely happy with the instructors, the curriculum, and how their lessons were being conducted. The children participated in Session 2, one of the children breaking his arm during the course of the session and a credit (for future classes) was applied to their account for all of the next session for the child that they had signed up for (session 3), as well as the last two weeks of the session they were currently in. They again signed both children up for session 4 on 4/19/2014, and completed that session without incident. The only other credit besides the one previously mentioned was a credit placed on their account on 4/19 (when they signed up for session 4) because they told us that they would miss a class on 5/15/2014. The TOTAL amount of credit on their account was for $134.00. On 5/10/2014 they signed up, again because they were extremely satisfied with the quality of personal instruction being afforded to their children. This was for session, 5. They USED all of their credits on their account at that time for the semi-privates during session 5. Instead of paying $290, they paid $156 (290-134). Session 5 ran from June 16"-July 27" and they finished that session without incident, so the assertion that the incident arose on 6/21/2014 simply is misleading, if not downright incorrect. On 7/11/14 (during session five and after the incident supposedly occurred), the family signed up for another semi-private session as well as the group class. Again there was an issue with the health of their children as one suffered another broken bone, this time a leg, this happened in the middle of the session, with one of the children attending sometimes, we then also tried to schedule make-ups with the instructor to accommodate this issue, for whatever reason the instructor and the family didn't get connected with times, the family came in once when the instructor wasn't there and vice versa, the instructor showing up when she thought she had scheduled the makeup. However the mistakes were made during that period is mute because at that time she began asking for a refund for that session and the upcoming semi-private lessons. agreed to give here the refund and emailed her several times on that issue. What I don't understand is why they filed a complaint during the period that I agreed to refund their money. According to this report, they filed the complaint on 8/19/2014. On 8/25/2014 the mother emailed me asking about the status of the refund. I responded telling her that I had put the request in, however it sometimes took a week or 10 days for some people to see it appeared on her account. She accepted this and thanked me for handling the issue. Our records indicate that on 9/3/2014 the refund was fully processed. As they stated, some of the jessons were purchased on a discount, the total amount of the refund that I issued based on how much they paid, the amount of lessons they took, ect was $395.00 as opposed to $425.00. As stated the refund was processed on 9/3 for $395.00 to a visa account ending in 9010. This was the same account that all lessons had been charged to and it was accepted by the bank. I had been out of the country from September 25-Oct 5, this is the first instance that I have had to review and respond to this issue.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Pool was beyond dirty (Green and brown in color) lifeguards refused to show PH levels upon request. Dirty bandaids with blood were not only floating in the water, but were stuck to the sides of the pool where you walk in.

When I asked why they weren't cleaned out between classes I was told by a young girl that worked there that "She is only one person and can not multiply" after she said those words she leaned against a wall and chatted with a friend.

I have photos and videos to support my claims.Desired Settlement: I would like a health check up of the location as well as a refund of my $180 fee.

Review: I paid $100.00 for a 6 weeks of Level II swim lessons for my granddaughter, my initial complaint to Mgmt was the 1st wk of tng was more intense than the 2d lesson week, next following the 4th of July 2013 I drove from NC to have my granddaughter attend swim lessons and after my arrival and waiting for someone to come open the facility for over 25 minutes I was informed that no staff on site had keys and I was offered a makeup lesson; upon arriving for makeup another problem arose this time I was told that the proper chemicals were not in the pool so again I am offered a makeup for Wed, Jul 18, 1000am. Also, I noticed that on some days a lifeguard was on duty and on other days there was no lifeguard posted in the lifeguard chair.Desired Settlement: Refund me my money and I will take my business elsewhere.