Sunsational Swim School LLC

Our company provided a full refund to this customer even though they completed 8 swim lessons and only had 4 remaining. The instructor we sent to their home had over 4 years of experience and was trained through his previous swim schools. We do not provide our instructors training as... they are independent contractors and we only hire instructors with a minimum of 2 years of training and CPR certification. We did not ever hear from the client that they were unhappy with the lessons until after the 8th lesson as we could have booked a more suitable instructor if we would have known. The only information we received from the client is that during the 8th instructor went to check his phone (for the time) which we assumed was close to the pool edge and when he turned around the student had gone under the water and off the steps (for a couple seconds). The student was fine and continued the swimming lesson and it is not uncommon for a new swimmer to go under the water for seconds at a time while learning how to swim. Unfortunately [redacted] did not receive our email we sent to him regarding the incident and proceeded to call the client to schedule the next lesson. We have taken this issue very seriously by dismissing the swim instructor from our team and refunding the client in full for the 12 lessons. Additional info: Instructor bio: My name is [redacted] and I've been teaching swim lessons for four years with ages 2 to 13. I have 6 years of experience with children, volunteering with the YMCA and working at a preschool for children with special needs. I'm currently studying for a degree in Digital Arts at [redacted] with a minor in Psychology. I'm passionate about swimming, and I love teaching it to people of all ages because I believe it is an important skill to have in terms of safety and life experience. We sent the following email to the customer on 6/23: My name is [redacted] and I am the Founder of Sunsational Swim School. I am extremely concerned about your experience with our company and your negative *** & BBB review and wanted to follow up with you. On behalf of the entire Sunsational Swim School team, I would like to apologize for your less than positive experience with our company. The information that you provided on *** regarding our instructor, [redacted] , is completely unacceptable and not the service standard that we hold our swim instructor professionals to. I would greatly appreciate it if you could provide me with more information regarding the situation so I can make sure this will never happen again. While you're correct that our company does not provide our private instructors with swim instructor training, I want to assure you that we do have an intensive screening process and only work with highly qualified swim instructors who have a minimum of 2 years of experience at another swim school, have passed multiple background checks, and are CPR certification. [redacted] did had over 4 years of experience teaching swimming lessons to all ages and was trained through the YMCA & Boys & Girls Clubs, in addition to working with a Preschool for the Deaf. Although, I am very sorry to hear that [redacted] was not a good fit Amaya and I wish we would have known this sooner so we could have restarted your lessons with a more suitable instructor.We strive for 100% client satisfaction and since you were unsatisfied with our service, I would like to offer you a full-refund for the entire amount paid ($572). The first refund that Kara offered in the amount of $230 was completed 6/21 and a refund of $342 for the 7 lessons completed and registration fees was completed on 6/22 (both receipts attached). We're constantly striving to improve our client experience, so I would like to take this opportunity to thank you for reaching out to us and informing us of your situation. I hope this compensation serves as a remedy for your less than positive experience. I hope to hear back from you with more information regarding your experience with our swim instructor so we can be more informed of the situation to ensure this never happens again. Feedback from our clients is absolutely vital to a company like ours - the more we know the better we can be for all our clients.I hope this helps to restore your faith in our company, please let me know if there is anything else I can do to remedy this experience for you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Our company provided a full refund to this customer even though they completed 8 swim lessons and only had 4 remaining.  The instructor we sent to their home had over 4 years of experience and was trained through his previous swim schools.  We do not provide our instructors training as...

they are independent contractors and we only hire instructors with a minimum of 2 years of training and CPR certification.  We did not ever hear from the client that they were unhappy with the lessons until after the 8th lesson as we could have booked a more suitable instructor if we would have known.  The only information we received from the client is that during the 8th instructor went to check his phone (for the time) which we assumed was close to the pool edge and when he turned around the student had gone under the water and off the steps (for a couple seconds).  The student was fine and continued the swimming lesson and it is not uncommon for a new swimmer to go under the water for seconds at a time while learning how to swim.   Unfortunately [redacted] did not receive our email we sent to him regarding the incident and proceeded to call the client to schedule the next lesson.   We have taken this issue very seriously by dismissing the swim instructor from our team and refunding the client in full for the 12 lessons.  Additional info: Instructor bio: My name is [redacted] and I've been teaching swim lessons for four years with ages 2 to 13. I have 6 years of experience with children, volunteering with the YMCA and working at a preschool for children with special needs. I'm currently studying for a degree in Digital Arts at [redacted] with a minor in Psychology. I'm passionate about swimming, and I love teaching it to people of all ages because I believe it is an important skill to have in terms of safety and life experience. We sent the following email to the customer on 6/23: My name is [redacted] and I am the Founder of Sunsational Swim School. I am extremely concerned about your experience with our company and your negative [redacted] & Revdex.com review and wanted to follow up with you.  On behalf of the entire Sunsational Swim School team, I would like to apologize for your less than positive experience with our company.   The information that you provided on [redacted] regarding our instructor, [redacted], is completely unacceptable and not the service standard that we hold our swim instructor professionals to.  I would greatly appreciate it if you could provide me with more information regarding the situation so I can make sure this will never happen again.  While you're correct that our company does not provide our private instructors with swim instructor training, I want to assure you that we do have an intensive screening process and only work with highly qualified swim instructors who have a minimum of 2 years of experience at another swim school, have passed multiple background checks, and are CPR certification.  [redacted] did had over 4 years of experience teaching swimming lessons to all ages and was trained through the YMCA & Boys & Girls Clubs, in addition to working with a Preschool for the Deaf. Although, I am very sorry to hear that [redacted] was not a good fit Amaya and I wish we would have known this sooner so we could have restarted your lessons with a more suitable instructor.We strive for 100% client satisfaction and since you were unsatisfied with our service, I would like to offer you a full-refund for the entire amount paid ($572).  The first refund that Kara offered in the amount of $230 was completed 6/21 and a refund of $342 for the 7 lessons completed and registration fees was completed on 6/22 (both receipts attached). We're constantly striving to improve our client experience, so I would like to take this opportunity to thank you for reaching out to us and informing us of your situation. I hope this compensation serves as a remedy for your less than positive experience.   I hope to hear back from you with more information regarding your experience with our swim instructor so we can be more informed of the situation to ensure this never happens again.  Feedback from our clients is absolutely vital to a company like ours - the more we know the better we can be for all our clients.I hope this helps to restore your faith in our company, please let me know if there is anything else I can do to remedy this experience for you.