SwimJim

Review: I signed up for swim lessons for my 11 month old. I called SwimJim and was told the pool my daughter would be having lessons in is 86-88 degrees. It also said this on the front of their website, "pools are maintained at a comfortable 86-88 degrees." [[They have now changed their website since my complaints]]. When I signed up we discussed that she is 11 months old and babies cannot regulate their body temp. This is when she stated the pool was 86-88 degrees. I also stated very clearly that this was the only location I could do as I do not have a car and cannot take my daughter to another part of town for a swim lesson due to time and cost of transportation. I signed up for 2 months of lessons, a total of 9 plus they had me pay a registration cost, total paid $341. On the first swimming session, 7/*/13, the pool was 84 degrees and my daughters lips, hands, and feet turned blue and she started shivering. This was in less than 5 minutes of entering the pool. I called Swim Jim and told them I may have to cancel because I signed up for a pool that was supposed to be safe for babies and I am told this pool is always cold, but before canceling, I would get a wetsuit as they suggested. Not ideal, but my baby has been in pools before and when she is warm, she loves the water. I was told I still had credit for 9 lessons because we did not have a lesson the first visit. So I put my account on hold for a week and got the wetsuit. We went back to the lesson 7/**/13 and now the pool was 83 degrees. Even with the wetsuit, my baby's lips turned blue, etc. We made it in the water for about 8 mintues and she was very uncomfortable and we had to end the lesson. Because lessons are supposed to be fun and I know how she is in my friend's pool when comfortable, I called Swim Jim (spoke to [redacted]) and told them I needed to cancel, that the pool was not a safe temp for babies as I was told when I signed up. I told them that I had bought a wetsuit and wasted my time and made my daughter very uncomfortable trying to do these lessons. [redacted] said, "pool are maintainted at 83-86 degrees." I was shocked because this was actually not at all what I was told when I signed up and I never would have signed up an 11 months old for an 83 degree pool. I had looked up appropriate pool temps prior to signing up for the lesson and fully discussed this initially. [redacted] told me I would be refunded for only 7 of the lessons, and not registration fee either. Basically, she said, I would be paying $103 for lessons we never took and discomfort of my daughter. Prior to that day's lesson, I had credit for 9 lessons, not 8. I asked to speak to a manager and she said that [redacted] is informed and is in a meeting and that both she and [redacted] will call me back. Neither did. I told her that if this wasn't resolved I would contact the Revdex.com and she said fine. I then checked the website and they had changed it! The "comfortable 86-88 degrees" is gone! Now the pool says it is cold and babies may need a wetsuit. Obviously, I would never have signed up my baby for such a cold pool and I should have been told about this when I signed up and their website should have been correct then.Desired Settlement: FULL refund. I don't feel I should even have to pay a registration fee as I signed up for baby lessons in a warm pool and got none. I also had to buy a wetsuit which is now useless to me. We did not have any lessons and I shouldn't have to pay for any. 3 minutes first time, 8 minutes next time, with a crying baby turning blue is not a swimming lesson. And just to be clear, she was crying because she was cold, she has never cried in a pool except for these 2 lessons.

Business

Response:

SwimJim's UES location at Yorkshire Towers is and has always been 84 degrees, as is shown in this link http[redacted]. That is the temperature required by building management since the inception of our tenancy. We prefer that all of our pool temperatures be maintained at a slightly warmer 86 to 89 degrees but unfortunately never have had that option at Yorkshire Towers. We are guests and must follow their rules. Still, we are sorry that there was confusion over the temperature, other locations on our website do say 86-88 or 86-90 degrees, at that particular location the temperature has always been 84 degrees and we have never stated otherwise on our website. We did try suggesting a wetsuit (which is also mentioned on the website) or a change to another location on the West Side where we are permitted to keep the pool temperature higher. You are still welcome at another location as we would like to make your experience positive and can suggest some vendors that provide wetsuits. We sincerely value your business and the opportunity to make your child's experience enjoyable and effective as we do for thousands of children each week at SwimJim.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID#[redacted], and have determined that my complaint has NOT been resolved because: