Cogua Aquatics — Local services in Chino

I rarely write review anywhere but I am extremely pissed and upset dealing with them. I wish I can give them 0 star if I could. I can't understand why there are so many positive reviews here... I suspect those are fake and try to boost up their rating.

This place is an absolutely mess on scheduling. They have no system what-so-ever, and they do not keep track of their own cancellations. I had to write emails and let them know about THEIR OWN cancellation and a HOPEFUL reschedule.

A kid vomited in the middle of my son's session back in April 2016 and Cogua had to cancel the class. Their staff promised the session will be made-up on a later date, and I was expecting them to make a record of it. A few months later I asked their admin on the make-up session and she had absolutely no clue at all. I had to mention it many times with tons of back-and-forth emails but it still did NOT get resolved. I spoke with the owner Giovanni personally and hopefully he could fix the issue. We ended up with an argument and he verbally said he will give me back the missed lesson as a "favor" and an "extra" lesson! What a joke! Well, the story does not end here. When I logged into my account online and it still does not show that they give us back the missed lesson. These people do not know how their computer system works and does not know how to deal with customers. Look, I am paying 35 sessions with a total lump sum payment. Do you think I am trying to trick for one session? Treat your customers with common sense! Unhappy customers will NOT return and will spread the words to others.

My son is only into 25 of his 35 sessions, and they had been changing instructor 3 - 4 times already. It is hard for my kid to adjust to the instructor's teaching style and catch up the progress. They do NOT have any progress system to track how my kid is doing. My son still does not know how to swim at this point when he promised that my son should know by lesson 20 when we signed up. Honestly their instructors are not bad but it is difficult for my little guy adjust to different instructor’s teaching style every now and then.

Be warned and don't waste...

This place has the worst management. The quality of instructors is very inconsistent, and they honestly mostly look bored and uninterested, except a couple of them. They change instructors on your child without informing you. They have a substitute without asking you if it was ok, and expect your child to go into the pool with a stranger. They do not acknowledge that this is an issue but instead blame the parents when you do not want to put your child through these unexpected changes. They claim that they work well with kids with special needs, but they cannot even respect the basic need of consistency for any kid and especially for kids with special needs. When you call them out on it, they respond by saying that it's in the agreement that they can change instructors on you... and refuse to take responsibility for their poor service and management. Please do not go there - and please don't put your kids through this type of disrespect for their needs. They promise they will work with you when they take your money, and then they switch on you and blame you when you request that they respect your child's needs. By the way, they change the fees on you after the fact - after we paid for a whole bunch of lessons for the rest of the year, they suddenly changed the plan and started requiring a monthly fee in addition to the fee for the lessons. Trying to communicate with management is also a hassle, and you will always walk away feeling frustrated because they always have excuses and reasons. I really don’t want you to go through what...

I've never been one to write reviews, but this establishment deserves to hear from me. I've been bringing two kids here for the past 1.5 year and it was great at first. The last 6-8 weeks have been completely disorganized and with a constant turnover or last minute schedule change of staff that the instructors don’t even know about themselves. My daughter has had 5 different instructors with every instructor not knowing my kid's progress these last two months. The last minute phone call or an email sent the day before to notify me of yet another instructor change is unacceptable and have caused my child to regress on her swim progress.

The fact that the owner is so nonchalant and unapologetic with how this business is run is beyond comprehension. Our family runs a business and would never talk to the customer in such a rude tone. The paying customer should have a say to some extent and is "always right" so to speak. I'm not asking for free lessons or anything comped because that means nothing to me or my kids. I'm asking for courtesy, professionalism, and most importantly...consistency!!

After this package is complete, we might have to consider another aquatics school who actually values their customers.

There are only a few awesome instructors that are consistently there and unfortunately we can't choose whoever or whenever we want just like they would do to us. Parents out there looking, do your research before signing up because once you pay, it's...