Callan Swim School — Local services in San Diego

I am revising my review out of respect for the owner/manager, who has taken responsibility for a negative customer service experience we had with a front-desk individual. Our initial experience was that our son's teacher spent a short amount of time with him per 30 minute session and felt that the amount of time should have been in proper proportion to the number of students with the teacher (3). We did not express concerns for the first few lessons, understanding that a toddler needs to get to know a swim instructor to get comfortable. However, we felt it was not cost effective if the time allocation was going to continue that way, and also felt like that particular teacher might not have gelled with our son well, and wanted to explore changing his schedule with another teacher.

The policies do not make it easy to alter the schedule, but after discussing with the owner, we have a better understanding of why. This concern unnecessarily escalated when we had to cancel a visit when he was sick. We were allotted the makeup session in our package of 8. We brought him for what we recalled was his 5th lesson and he got sick in the pool within 3 minutes, so we took him out, apologized, spoke to the front desk and asked if we could be credited for that day since he did not come anywhere near completing his lesson. They said yes, which we appreciated, and allowed us to hold his lessons. When I paused his lessons to make sure he would be 100% healthy again to start, I thought we'd be able to simply set up a future schedule a few weeks in advance. Moreover, I expected that we had 4 more lessons available as it was our recollection only 4 had been completed. The front desk person disputed my contention without backing it up, escalated the conversation with poor communication processes, and this led to us feeling inappropriately treated by the business.

As a professional, I understand the meaning of customer service and proper communication with unhappy or concerned customers. We handle conflict or disappointment in a way that makes even difficult customers WANT to come back and nurture a great relationship. What started as a simple phone call to get my son rescheduled turned into a conflict over what it means to represent your company as a customer service professional. I think there may be one or two staff people who either lack good management training or the maturity to resolve and prevent conflict, which are key customer service skills. The owner should get credit for taking responsibility, making a proper effort to make us whole and make an effort to sustain the customer relationship, rather than lose it. We are giving each other another chance and hope to have positive experiences as this is a neighborhood resource that has been serving the community for 60 years, and I have to believe their core customer service goals are about wanting to deliver a good experience for these kids and their parents. I wanted to publicly commend Brett for handling it the right way and would encourage him to provide additional training for his staff people who work directly with...

I went to this place (Sat 8/5/17) to inquire if they have a swimming class for adults. I was told yes, they do have adult classes. I also wanted to know if they did private classes. The young lady at the desk explained that it would still be in the same pool with other people. So I agreed to join the group class and paid $160 for 8 lessons. When I went for my first lesson (Thurs 8/10/17), I am told there is no adult classes and I am expected to go in the pool full of children (2-4 years old). I told them I can't go in there and that I've paid for adult classes, if they have no adult classes then they should refund my money in full since they've sold me a service that they don't have. The nice young lady at the desk sympathized with me but nothing she can do, so I asked her to let me speak to the manager, who apparently was in the pool. After waiting for 20 mins, the manager sent a message with the young lady saying he can't come out of the pool and there was nothing he can do for me except that they'll pass on the message to the owner. This was on Thursday, 8/10. I have been calling since then trying to speak with the owner and they keep telling me he is not in but they will pass a message. I even wrote a letter to the "owner" and personally dropped it with one of the managers. I will not give it a rest and will take it further to have my money back but I just wanted to let people know, make sure the service they try to sell you exists before you hand-in your hard earned money! Am so disappointed!

Update: Wed 8/23, they have refunded my money in full. I didn't use their service since they don't have lessons for adults. My rating is for their lack of communication and poor customer service, especially...

My 3 yr old son has been going to Murray Callan Swim School in PB for about a year now. He had been in lessons at a couple different swim schools before this and loved the water but didn't seem to be really learning how to swim. That all changed when I finally took the advice of a ton of my friends and signed him up at MCSS. Noah can now swim across an entire pool by himself with no flotation devices! I love how the classes are kept to 3 kids per teacher and how they tailor the lesson to the individual kid's temperament. I highly recommend this place! Rocky and Zach are both amazing teachers and great with rambunctious, mischief making boys! Also, the teachers aren't just well trained in giving swim lessons-I swear they must be given child development lessons as well...they do a fantastic job of handling tantrum throwing, separation anxiety, mischief making, etc. As for the bad reviews about the front desk staff...I actually find the gals to be quite friendly once you get to know them! They can seem quite serious at first but are fun loving and willing to work with you. The make-up policy is strict but with that many families I understand why they need to be. I've never had any problems getting a makeup class or doing a class in advance. I also love that your makeup classes do not expire...even if you stop swimming there you can still use your...