Hudson Valley Swim Newburgh

Mar 6th, 2023

My experience with process from start-(help with registration/signing up) to finish was wonderful with Hudson Valley Swim. After initially reaching out, the admin staff was wonderful at explaining the sign up/registration process and were so prompt and helpful! It totally translated to the pool, where my two young children had a wonderful experience with their teacher. The instructor was enthusiastic, attentive, and knew how to make it so fun for the kiddos! My children were comfortable in the water, learned valuable skills, and could not wait to go back each weekend. Can't wait to sign up for more classes!
Dec 17th, 2022

I enrolled my daughter for Middletown lessons in the infant/toddler program. The classes themselves are kind of sweet and fun, but they do feel very rushed as there is no buffer between classes (so our class ends at 4 and another class starts at 4.) There's also no easy way to change at the Sleep Inn as there is a single person restroom but it's locked so either the instructor or a hotel staff member has to give you a key. I just change her in the trunk of my car as it's easier. Out of 7 classes, 3 have been canceled *so far*. Only one of those has been rescheduled for now, as make-up dates would run into their fall session. Overall I'm really "meh" about the whole thing. It could definitely be better. I probably won't sign up again.
Aug 11th, 2022

HV Swim has been an awesome experience for my 17month old. She has gained so much confidence being in the water, going under the water and learning how to be safe in the water. Its been an awesome journey and we cant wait to keep learning!! The instructors at class have been very personable, knowledgeable and flexible (especially with little humans). I appreciate how age appropriate the activities are, but that there has also been opporunities for one on one work in the class setting. It has been great to be able to learn along with my child. Im also appreciative of all of the efforts and precautions in place to keep everyone safe during COVID.
Jan 20th, 2022

Now that my issues has been resolved, I will update my original review. We enrolled in the fall session beginning Nov 7th, which was completely canceled after that class due to the water heater breaking in the pool. It happens and was out of their control, but that is not the issue. On November 26, the company emailed that the pool would remain closed an additional two weeks. On December 7th, I wrote an email requesting a refund for all of the classes (minus the first class) at that point. This email went unanswered. I also called and left a voicemail that day. On December 9th, an email went out stating the companys wish to roll all of the missed classes over into the winter session. This no longer worked for our schedule. I promptly replied to the email once again asking for a refund. The email went unanswered. I called and left another voicemail. Finally Joan called me back, a call I missed on Dec 11th. On voicemail she said she would refund for all but the first two classes. I called back, leaving a voicemail stating that the class count was incorrect and an additional $30 was owed for classes that did not happen. When Joan finally did call back, she didnt seem to believe me that only one class was held before the cancellation and said she would ask the teacher. I did not hear back from her again until Dec 21st when I sent a follow up email with the email proof that the class was in fact canceled. Joan on that occasion did immediately reply and said yes they reviewed the classes and determined that I was correct, and I could either roll the $30 into the next session or receive a refund via a check. If they had determined that, then why did they wait until I reached out to be okay with issuing a refund? Since I was not enrolling again I asked for the refund. I then had no further communication with them until January 19th when I sent another email asking if I would ever be receiving the check, as I never got the refund as promised. This email went unanswered, at this point I have nothing to help me believe that a check was sent at all. So finally on January 28th, I left a review on Google, which was IMMEDIATELY answered, claiming they mailed a check on Dec 22 and being annoyed with my audacity to leave them a bad review, accusing them of theft. I reached out again via email to explain that I just want my money back and Joan continues to go back and forth with me regarding what happened and being unhappy with that fact that I chose to email rather than call. Honestly, this is why I do things through email so I have a record of what exactly happened. Never once did she actually apologize for what happened, and it felt very much like she was placing the blame of the miscommunication on me because I didnt take the time to call her. She was more angry that I took the time to write a bad review, rather than owning up to the fact that SHE didnt take the time to ensure that all money received for services that did not happen were properly returned. It is not up to a business owner to determine HOW a customer reaches out, it is up to them to be on top of all forms of communication between them and their customers. This morning she did take the time to email me and state that the refund has now been issued on the original form of payment (thank you) as well as letting me know that she took the time to look up my small business as well, for what reason exactly Im not sure. It felt a bit threatening given our current situation. I WAS planning to completely delete my review until that bit of information. So my review stands on terrible customer service and lack of professionalism. This was my first experience with Hudson Valley Swim and it will be my last. I didnt get to experience enough swim lessons to review that aspect, but the teacher, Alizea, was very nice with my child that day. So theres that.
Feb 2nd, 2023