Daughter's swimming classes - entitled to refund?

Zodo

I've asked for a full refund on my daughter's second course of swimming lessons when the first lesson was cancelled, and following lack of consistency on the first course. At first I was refused point blank, but asked for the manager who said he'll contact the person who runs the courses and request a refund.

I wondered if anyone can tell me my rights in this instance, in case they come back and say no refund, or no full refund?

Here's some background:

I signed my daughter (age nearly 4) up to swimming lessons and she completed the first course, but I didn't feel she had a chance to progress as there was no consistency due to her teacher's illness. Two lessons were cancelled (refunds given) and others were held by different covering teachers each time.

The first lesson of the second course and we turned up, got changed, then found out it was cancelled (again due to teacher's illness) and no one had informed us (it's a 25-min drive to the pool for us). We were not allowed to swim at all as other lessons were taking place. This was the final straw for me, as I wasn't happy with the inconsistency last term and this demonstrated the pool is not doing anything to improve on that.

The manager gave me a sob story about why it's happened, because of the teacher being ill with a bad back. But this is not relevant to me as I've paid for something and am not getting what I paid for. I feel the pool hasn't done enough to offer a good replacement (i.e. one teacher who would consistently cover and be able to progress the children). I politely told him this.

What do you think, am I entitled to a full refund on this second course?

Thanks in advance for any helpful responses.

JimmyTheWig

At what point did you sign up to the second course?

Had you complained about the lack of consistency / cancelled lessons before?
Had they said they would try to make things better?

Zodo

I made the mistake of not complaining before, thinking it was a temporary illness (of teacher) and things would improve in second course. I signed up automatically to second course (at end of previous course).

When I did complain following this !!!!-up, he just gave me sob story rather than detailing what they're implementing to make things better (which they aren't).

tibawo

I had a run in with my local pool over this. Different story but basically asked if i could swim whilst daughter having lesson. I walked round the pool to drop her off and then all the way back and got in, swam half a length and told to get out. When i asked why i was told no swimming whilst lessons going on so i asked why then had he watched me in my cossy walk to drop off point and back and said nothing. He said he did not realise i was swimming ROFL. I asked him for the manager. He left the pool UNATTENDED whilst he went for manager and came back without him. I asked where he was and he said of did you want to see him. He went again. Asst. Manager came and after changing i got went to his office where he said i would have to excuse the lifeguard as it was his first duty. I politely asked if he was going to use this line if a kid drowned and the manager went red. I said please get my child out of the pool now and i want my money back. He said he could not authorise it and it was under 'discresion'. I asked if there was CCTV in pool, yes he said but held at another office and he confirmed how long it is stored for. Good i replied then i will ask for a formal investigation as to why the lifeguard left the pool etc. I never raised my voice once. BUT as a leaving touch i did tell him then when the netball league leave this summer due to appalling customer service please remember i have a say in where we hire. At that moment the manager came [who knows me from netball dealings over 20 years] said hiya Kath how is it and when he heard what had happened he was speechless and i got a full refund on the spot.

Sorry about the rant but stay calm and state your case even things like you choose this lesson as you like the teacher and your child does not respond to others is important if they keep swapping. Hope you get it resolved.

wealdroam

tibawo wrote: »

I had a run in with my local pool over this. Different story but basically asked if i could swim whilst daughter having lesson. I walked round the pool to drop her off and then all the way back and got in, swam half a length and told to get out. When i asked why i was told no swimming whilst lessons going on so i asked why then had he watched me in my cossy walk to drop off point and back and said nothing. He said he did not realise i was swimming ROFL. I asked him for the manager. He left the pool UNATTENDED whilst he went for manager and came back without him. I asked where he was and he said of did you want to see him. He went again. Asst. Manager came and after changing i got went to his office where he said i would have to excuse the lifeguard as it was his first duty. I politely asked if he was going to use this line if a kid drowned and the manager went red. I said please get my child out of the pool now and i want my money back. He said he could not authorise it and it was under 'discresion'. I asked if there was CCTV in pool, yes he said but held at another office and he confirmed how long it is stored for. Good i replied then i will ask for a formal investigation as to why the lifeguard left the pool etc. I never raised my voice once. BUT as a leaving touch i did tell him then when the netball league leave this summer due to appalling customer service please remember i have a say in where we hire. At that moment the manager came [who knows me from netball dealings over 20 years] said hiya Kath how is it and when he heard what had happened he was speechless and i got a full refund on the spot.

Sorry about the rant but stay calm and state your case even things like you choose this lesson as you like the teacher and your child does not respond to others is important if they keep swapping. Hope you get it resolved.

Firstly, as you say, this is a different story.
You should've started your own thread.

You say you asked if you could swim.
You don't tell us what the reply was.

You do realise, don't you, that swimming pools have to have enough attendants/lifeguards for the activities taking place?
Your swimming was an unplanned activity and, whether you intended to or not, you were therefore diverting supervision of the class to yourself.

Also, these places make their money by charging people to swim.
What made you think it was ok to grab a free swim?

Yes, that's a bit of a rant too.
Your post should be in its own thread on the Praise, Vent & Warnings board.

ThumbRemote

wealdroam wrote: »

Firstly, as you say, this is a different story.
You should've started your own thread.

You say you asked if you could swim.
You don't tell us what the reply was.

You do realise, don't you, that swimming pools have to have enough attendants/lifeguards for the activities taking place?
Your swimming was an unplanned activity and, whether you intended to or not, you were therefore diverting supervision of the class to yourself.

Also, these places make their money by charging people to swim.
What made you think it was ok to grab a free swim?

Yes, that's a bit of a rant too.
Your post should be in its own thread on the Praise, Vent & Warnings board.

What a bizarre response. tibawo was clearly posting their own story of a swimming pool being awkward when it came to a refund, and that by continuing pushing for it, they got a refund in the end. Entirely relevant to the OP.

Next time someone posts with problems about (say) a Comet repair, should anyone who has had experience of something similar post in a new, unrelated thread?

lateandlive

ThumbRemote wrote: »

What a bizarre response. tibawo was clearly posting their own story of a swimming pool being awkward when it came to a refund, and that by continuing pushing for it, they got a refund in the end. Entirely relevant to the OP.

Next time someone posts with problems about (say) a Comet repair, should anyone who has had experience of something similar post in a new, unrelated thread?

Regardless of whether or not the post should have been made, the points made subsequently are valid. I see no reason the poster should have had a refund - the swimming lessons they paid for were happening as prescribed. The only thing tibawo seems to base the refund request on is that they weren't permitted to swim for free during a scheduled class!?

Posting experiences is one thing, but it offers no answer to the OP's question, just an account of someone else's experience and their apparent friendliness with the manager being exploited.

OP - in your situation, I'd ask to speak to the relevant management (and if it's a council run pool then the person responsible there too) and explain the situation. Whilst it's more than likely an unfortunate coincidence that the teacher was off sick, the lack of consistent tutor MAY have been an issue - that said, she passed the course so you might have a problem convincing the powers that be. Bit like me doing my degree, passing and then trying to claim my money back because I had lecturers I wasn't supposed to!

arcon5

I suppose it really comes down to whether you paid for a whole course or whether you pre-paid for a series of lessons? If the former if they continue breaching the contract you have grounds to rescind the contract and get the refund. If not, i'd say each lesson is to be treated seperately.