Recent Reviews:
December 20, 2019
L.N.
Snoqualmie, WA
Snoqualmie, WA
For over a year, we've been recommending Swimlabs to others. Once we experienced Andy, and the recent policy changes, that has changed. Primarily Andy though. Now I recommend that people don't use Swimlabs.
Barring a couple examples, the teachers are very good. It's policy and management that gets in the way. A few examples of this are:
1. For young age groups (e.g. 2-5), many kids struggle with something that is out of routine and so when a teacher is changed from week to week, it causes a larger issue that it would for other age groups. Obviously if the teacher is sick, or otherwise unavailable that is one thing. The problem for us was that teachers were often just rescheduled for one single week to a different person/lesson/group and they were still working.
2. When I asked Andy about moving from one group lesson to another, he was pushy about us moving to a private lesson. When it was clear that we weren't going to do that, he was condescending and dismissive. The policies that, I'm assuming, Andy puts in place and his attitude towards us made me think that he cares only about revenue and not about his customer. It's not an endearing approach and makes us more inclined to leave than to stay. We are staying for the moment, only because of our son's relationship with the teachers. As soon as we find another option, we will likely go.
3. Children at young ages often have birthday parties or other events that they attend. This means that we need scheduling flexibility. The recent email about no longer doing makeup days is incompatible with this reality. It's also another example of making it inconvenient for parents of young kids to continue at Swimlabs. It also seems like another money grab.
4. Small things like a 'convenience fee' on my monthly payment seem like attempts to just get a few more dollars from the parents. As a customer, I'm very tolerant of a business reality of paying for value. I'm not as tolerant of feeling like I only matter insomuch as I can provide revenue. When small fees like this happen, with no compelling reason for them, it makes me less inclined to continue working with that vendor. It also fits into the wider narrative that I've outlined in item 2, and 3 above.
Money grabs work in the short term. In the long term, it will bury a business. On the other hand, investing in relationship with customers and employees first will help to ensure longevity. Unfortunately, this kind of investment often requires some margin sacrifice.
If you wanted to make it right, we would need the following things:
1. A sincere apology from Andy
2. Commitment that, for group lessons, the teachers will not be moved around
3. Allowing makeup days when 24 advance notice is given about not being available for a certain time - this would obviously be subject to availability (i.e. room in a group class).
February 7, 2019
T.V.
Bellevue, WA
Bellevue, WA
January 25, 2019
B.C.
January 21, 2019
T.L.
Bellview, WA
Bellview, WA
January 20, 2019
D.H.
January 18, 2019
Z.A.
I just enrolled my 2 year old daughter in the toddler transition class and was very excited to see that it was finally being offered. My daughter was also very excited about it and had a great first session. We were trying to keep that momentum going, but during the second lesson, as soon as she showed a little bit of anxiousness over new things and cried for a few minutes while still working through and following directions, the teacher recommended we move her to a parent-toddler class. I was actually proud of my daughter for still following directions and ending on a happy note, and was very dissapointed to see the teachers reaction. And she maintained a great attitude about going to lessons, which is usually the struggle in the beginning without a parent. Isn’t this exactly the point of this type of lesson: to phase out the parent and teach them it’s still okay? So far, the staffs overall attitude and reluctance to help rather than point to flaws has been very dissapointing. I had a (different) dissapointing experience when my son took lessons as well, but still thought I would give it a shot. We don’t feel excited and happy, but rather anxious whether our kids will be allowed to stay in their lessons or if the teacher is providing enough support.
January 16, 2019
D.K.
Bellevue, WA
Bellevue, WA
January 14, 2019
S.G.
Belleveue, WA
Belleveue, WA
January 10, 2019
M.S.
My son loves going to swim lessons at Swimlabs. He's really enjoyed all his instructors and is making great improvements. The only constructive feedback I have is the registration process isn't ideal. We do private lessons. Normally I email the main email address to schedule the lessons. And there's been confusion on me thinking we were assigned one instructor and then that changed. I feel like the front desk staff doesn't always know all the updates about scheduling. I don't know if it's because the process is centralized now? Last summer it was nice because the front desk staff could answer my questions more and make changes with our scheduling. I also don't like the new online system as much. The system before was much more comprehensive--I could see billing history, upcoming lessons, etc. Overall we've been happy, but some new things like scheduling and the online account system haven't been ideal.
January 8, 2019
P.O.
Snoqualmie, WA
Snoqualmie, WA
December 13, 2018
J.S.
Initially there wasn’t enough consistency in swim instructor at our time slot. That has since been remedied and we really do like James. With that said, 30 minutes is a short class and there have been too many in which the class started slightly late and there wasn’t a clear plan on what they were doing with the kids. I appreciate that at my daughters age it is mostly about getting them comfortable with the pool, but it doesn’t feel as though there is a thought through approach to the lessons. There are two or three things they have them do and no real rhyme or reason to the order.
December 11, 2018
S.T.
Sammamish, WA
Sammamish, WA
December 11, 2018
A.P.
More availabile times for private lessons. Need improved communication process with call center. Every time I’ve used call center they have to call front desk anyway so doesn’t seem that useful. Several times they’ve taken messages and I’ve not been called back and they once booked me for a lesson they wasn’t available.
December 10, 2018
M.J.
December 8, 2018
C.F.
Bellevue, WA
Bellevue, WA
December 6, 2018
L.B.
December 6, 2018
V.C.
Sammamish, WA
Sammamish, WA
My daughter has been to one lesson. The instruction seemed good but there were some things that seemed off. We weren't given a proper welcome for somebody brand new to your facility. The employee at the desk just pointed to where we were supposed to go for her to change. It would be better to have a list of who the new people are going to be and when they arrive, give them a better welcome and tour that involves employees doing more than just pointing.
The teacher didn't introduce himself to my daughter. (The other guy at the front desk might have told us his name though, I can't remember.) He waved her into the pool 15 minutes before her lesson was supposed to start and then started to send her out of the pool after 15 minutes. (I asked what was going on and she did get the whole 30 minutes.) I didn't get any feedback from him other than "she did good" and that's nice to hear but it would be good to know if we put her in the correct level and what the procedure is for evaluations and how often parents will be getting communication about a child's progress.
It's not my wish to single out any employees and the ones who were there for my daughter's lesson will probably know who we are if they read this. I'm looking forward to my child improving her swimming skills and based on her first lesson I think she will. It could be a better experience for new people at swim labs with just a few easy changes.