Swim 2 u Reviews

Kai's letter and Swim 2 u's response:
Dear Manager/ Faye
RE: Complaint about service provided and request for refund [Invoice Number 1328]
I am unhappy with the quality of the service (swim lessons) I paid for ($495, refer attached invoice) to give my daughter Anna swim lessons.
I am writing to seek a refund on the upcoming/ unused lessons ($225 in total for the lessons scheduled for 18 Nov, 25 Nov, 2 Dec, 9 Dec and 16 Dec 2024).
My main points of complaint are as follows, in my opinion,
1. you did not provide reasonable flexibility/ personalisation in teaching to encourage Anna's learning, despite the lessons are on 1-on-1 basis
2. your attitude made me feel that you did not want to continue teaching Anna
3. you refused to have Anna's sister to replace her spot in future lessons
4. you refused to refund the upcoming/ unused lessons
After repeated requests over phone call and text messages, I now write to request a refund on the upcoming/ unused lessons to my bank account below.
• Amount: $225 (if refunded by 29 November 2024) OR a reduced amount of $112.50 (if refunded by 22 November 2024)
• Account name:
• BSB:
• Account number:
• Ref: refund
If the refunds are not completed by the above dates, I will escalate my complaint further online and with Consumer Affairs Victoria.
Yours sincerely,
Kai

Dear Kai,
Thank you for your email and for bringing your concerns to my attention. I would like to address your points individually to provide clarity on this matter.

1. Personalisation and Flexibility in Lessons:
All lessons are tailored to each child, following the Swim and Survive curriculum. Anna’s progress is a testament to this, as she advanced from not being able to swim or put her face in the water to successfully passing her Level 3 certificate and moving on to Level 4. Additionally, I made accommodations for Anna, including rescheduling her from a 6:35 pm lesson to a 3:50 pm lesson and allowing more breaks during her 30-minute sessions.

2. Continuity of Teaching:
As discussed over the phone on Wednesday, 13 November, I am more than willing to continue teaching Anna until the end of Term 4, provided her attitude and behaviour improve. Anna’s attitude towards swimming has deteriorated since you have not been in attendance. The environment in the pool has become challenging, particularly with Anna’s mother shouting at Anna, followed by crying on the phone to you, which led to Anna becoming more upset and crying hysterically. This situation is not conducive to a productive learning environment, and I made it clear that I would not attend if it continued.

3. Siblings Replacing Lessons:
Our policy requires children to be enrolled for the entire swim term. We do not allow siblings to replace an enrolled child's lesson, especially not mid-term. This ensures consistency and that each child receives the individualised attention needed for their progress.

4. Refund Policy: As per our terms and conditions, which you signed when lessons commenced and are reiterated in newsletters and available on our website, Swim 2 U does not offer refunds for cancelled lessons. I have kindly offered to try and rebook your spot — the spot you booked for Term 4 that prevented others from enrolling. If I am successful in rebooking it, I can offer a refund. However, I also explained that this is highly unlikely as it is mid-term, and others have already committed to their outer curriculum activities.

I hope this clarifies our position and the efforts we have made to accommodate Anna. Should you have any further questions or wish to discuss this further, please feel free to reach out.

Kind regards,

Faye

Swim 2 U