Iceoplex Escondido

Review: My 5 years old daughter has been taking the PA2 swim classes for the past 3 weeks. I was not happy with the fact that the instructor just let her sit on the site and not learn anything. I approached [redacted] and the director of the swim program and requested that my daughter take the class again since I did not believe she learned anything at no cost and I would bring an additional business to them with my 2 years old. The director told me that is not their policy and they only refund during the first week. She also told me that she agrees that my daughter was in the wrong class and it has taken 3 weeks of a 4 week program to figure out she is in the wrong class. Should not the teacher have told us our daughter was in the wrong class during the time where refunds are accepted? Do I have to pay $65 and 3 weeks of time to figure out what level the kid should be placed in? Does this sound fair? I guess they have the right to refuse refund and I have the right to take my business else where.Desired Settlement: I would like my daughter to be able to take the class again at no charge. Or I would like my $65 refunded.

Consumer

Response:

---------- Forwarded

message ----------

From: ** <[redacted].com>

Date: Sat, May 11, 2013 at 8:18 AM

Subject: complaint #[redacted]

To: "[email protected]"

<[email protected]>

This issue is resolved thank you.

Business

Response:

-----Original Message-----

From: [redacted] [mailto:[redacted]@iceoplex.com]

Sent: Thursday, May 16, 2013 4:39 PM

To: [redacted]@sandiego.Revdex.com.org

Subject: Complaint ID [redacted]

To whom it may concern.

I just

received this notice of complaint to the Revdex.com yesterday 05/15/2013.

This response to the complaint dated 04/22/2013 is

delayed for this reason.

This letter is to inform our response to Mr. [redacted]

when he confronted us with his concern regarding his 5 year old daughter in our

swim school program.

Mr. [redacted]

came in to us after his 5 year old daughter had already been in our swim school

program for over three weeks. He discussed his frustration with the fact that

our instructor is not working with his daughter and that she simply sits on the

steps of the pool and is not asked to participate in the instruction and not

learning how to swim. In this same complaint he did acknowledge that within the

past week that she had dramatically improved her skills in the class once the

instructor taught at her level, realizing that she had been enrolled in the

wrong level of class. His solution to this dilemma was that he demanded that we

teach his 5 year old for the next session at no charge, and that if this is

done he will pay to enroll his 2 year old for the next session.

We did

deny his request based on our policy being that if you would like a refund that

it needs to be requested within the first week of instruction if you are not

happy. This is written in the first page of the registration form which is returned

to the customer upon registration completion.

"Refunds: Refunds will only be made within the first

week of a session. A refund takes up to 2 weeks to process". This along

with his acknowledgment of the fact that his daughter did in fact improve her skill

and that he had only physically been to the first of his daughters lessons

while Mrs.

[redacted] had brought her to all the others. When Mrs.

[redacted] had been addressed by the swimming director regarding their daughter,

she did not give any indication of the fact that our lessons were

unsatisfactory.

Later that day I discussed it over with the

swimming director to make some slight compromise to see how that would be

received. We informed them that we may be able to make a compromise and

discount one full priced lesson half off. Although he felt that our instruction

was so unsatisfactory to the point of full refund or free class session, it

seemed to be satisfactory enough to discount his other daughter 50% for the

next session. He re-signed up both of his daughters for the following session.

Although this complaint has been closed, we felt

compelled to inform the facts of the conversation and the out come with details

and logic of how this was resolved.

Manager

The Fitness & Aquatics Center

555 N. Tulip St.

Escondido CA.

92025

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