Following your review, I have done further due diligence, contacting your instructor Alejandro, who once again confirmed his arrival at 14:45. I then contacted Jay, the other instructor, who confirmed his own arrival at 14:50, and said Alejandro was already on site, with all facilities prepped for the lessons.
Additionally, I have contacted the dad of Jay’s 15:00 student who has also confirmed Alejandro was on site and ready to teach when he arrived between 14:50 and 14:55. He chatted to both Alejandro and Jay prior to Jay’s lesson starting promptly at 15:00. Alejandro and he continued to chat after the lesson started as you had not arrived for your 15:00 class.
Your email about no one being on site was received at 14:40. Your voicemail was received at 14:45. I can only assume you left just before Alejandro arrived. We very specifically state that clients are to arrive no more than 10 minutes prior the start of their lesson. To leave before the requested arrival time seems hasty. Even if Alejandro had been late and arrived at 14:50 or 14:55 (as these things do happen), the facilities would have been made accessible by Jay at 14:50, and Alejandro would still have been ready to teach your lesson at 15:00.
As you can see, we have not taken your accusations lightly, and are extremely upset by your unfair reviews. We always welcome positive and negative feedback to help us build a better service, but on this occasion, we do not believe your reviews are factual, or warranted. We would very much appreciate it if you removed them.
We obviously do not want to force anyone to swim with us if they are so unsatisfied with our service, so we will refund you for the 12 remaining lessons this term.
I have left you from the class and as per your request, unsubscribed you from our database.
Should you have any queries, please do not hesitate to contact me directly on 02088713972 (ext.2) or firstname.lastname@example.org
, Monday to Friday, 09:30-14:30.
SwimWay Operations Manager