Spa 23 Fitness and Lifestyle

BE VERY CAREFUL WITH THEIR BILLING!! I have been a member on and off at Spa 23 for over 15 years. My daughters recently began swim lessons. Their instructor was great. Scheduling began difficult when the schools schedules switched due to COVID. I reached out to the Spa 23 and spoke with a manager on how to cancel our lessons. She said to go directly to the instructor. I texted with the instructor and explained that we could no longer make the lessons and are unable to find a time that works to schedule lessons. I then got charged another month of lessons (which is not cheap). When I reached out to the Aquatics Director, Rachel, for a refund she refused to issue the refund. She was rude and inflexible over the phone. Spa 23 is refusing to refund my money, even after I sent them text messages with the instructor, explained that I called to cancel, and knowing that we cannot make any lessons. Rachel also lied about the instructors recent schedule change. You would think during the pandemic they would be more understanding and flexible. I am disgusted by their conduct and will never be a customer of theirs again in any capacity. They should be ashamed of themselves.

Recently joined as a member. Great facility with very friendly staff !

I want to echo Jennifer’s review about swim school. It is managed very badly. I have no complains about swimming instructors, they are all friendly and great guys. It is about management. Not only I was financially punished for late payment fees by $100 in addition to membership maintenance fee for months that my kids didn’t attend the school but also my kids were publicly humiliated by not allowing to the session that was paid. My card was expired in May when gym was closed due to COVID restrictions. All communications about changes in fee, sessions or late fees are handled through e-mails. If you have 4 members in gym you will receive 20 e-mails (e.g. opening, promotion, warning) weekly in average so it is easy to miss important ones. When I asked customer service why they don’t give a call when the payment doesn’t go through first time the answer was “there are thousands of you here….”. After this words, you don’t feel as valuable customer anymore. Moreover, due to COVID we expect more flexibility and empathy as we all go through financial hardship. Later, after multiple complains $50 penalty was waived off. As I was not happy with the situation I wanted to cancel membership for the month I paid for but it was refused as gym has 30-day cancellation policy. I didn’t have a choice but send kids for classes. When they came for 2nd swimming session instructors told kids that they can’t attend it. The whole drama started in front of kids. Customer service representative was walking back and forth with Aquatic director on phone and instructors for 10 minutes before allowing kids to attend session. How do you think my kids felt about this? It was horrible. I didn’t get any apology from Swim class director. I also wrote to owner directly but no reply from him either.

I would not recommend this school to anyone. I used recommended it to everyone I know because to be fair the instructors are amazing. However, the way they are handling the reopening in this post covid shutdown is atrocious. I understand that there are rules and regulations that need to be in place but they do not understand that these are not valid options for parents with multiple young children. And instead of saying ok we willfwill your account for a few months so you can resume when things get more normal they said you can cancel and pay an extremely high re-enrollment fee when you want to return. I just paid an extremely high high fee 3 weeks before they shut down and don't want to have to lose that money twice. They refuse to call you back and talk to you in person and the email responses are pretty much saying this is it just deal with it. It seems like they feel we have your money already and don't care about you. If I could just hire one of the instructors directly and not deal with the school I would.

My daughter loves her swim instructor Francesca. We are only a few classes in but I already see great progress. Francesca is amazing with kids, very patient and makes my daughter feel safe and comfortable in the water.