Total Swimming Academies, Dudley

"Lessons are cancelled quite often (2 out of 2 so far this month). Understandable that there are sometimes issues with the pool, however, refunds are a bit of a nightmare. The terms and conditions state that you will receive a refund if you request it within 30 days of the cancellation but it's not easy to get in touch with them. They are very slow to respond to emails and social media messages and quite often no one is answering the phones. Cancelled lessons should be refunded automatically. I've wasted a lot of time chasing a refunds (but I have updated this review to say that I have finally received refunds I was waiting for). It's a shame because I was impressed with the instructors and the lessons themselves (small group sizes, friendly and effective instructors who are in the pool with the children throughout the lesson), but it's let down by a terrible system and lack of communication/organisation from the company and the lessons are currently £9.60 each which is very expensive compared to elsewhere, so I've cancelled and signed up with an alternative provider."

"The lessons themselves are generally ok. The system is awful! They don’t refund for lessons that they cancel, they expect you to contact them and ask for a refund… we had 3 lessons cancelled in September and now they’re saying you only had 30 days to ask for a refund and they won’t give us the money back. They also don’t update the progress made at all, since my daughters first lesson they haven’t put any progress on her account, even though 3 months have passed and she can do lots of the skills with ease. As soon as we can find availability elsewhere we will move our child."

"avoid! just moved my daughter from this sham of a swim school that left her petrified of lessons. new to lessons and a non swimmer she was told by her instructor to take all her arm floats off and jump into the deep end! other shocking incidents took place and lessons were frequently cancelled on the day,refunds not given unless asked for and can take over a month to process. awful customer service .they also go through posts and delete anything that does not paint them in a good light so no one knows what goes on DO NOT trust them with your children . we have now found a really good swim school who are aware of whats gone on at ellowes and they have had other parents move their children to them too. they seriously need to sort the lessons and certain staff at ellowes out especially the manager."

"Very disappointed by Total Swimming. My experience has been that the communication is nonexistent, the lessons are cancelled frequently, and refunds are not given. The phones are never answered and complaints ignored. This is a most unprofessional organization. They promise great things when you start but, in my experience, deliver very little."

"Just be aware before you sign up that they will take money for lessons and then not refund you for cancelled ones unless you keep phoning them every time within 30 days. My sons been swimming with them for three months and every month a lesson has been cancelled last minute by them. I’ve just phoned as I was expecting them to refund me automatically so wanted to know why I hadn’t received refunds as they didn’t provide the service I paid for and they’ve refused as it’s over 30 days (hidden in the terms and conditions) none of the instructors or anyone will tell you this."