Fastlane Aquatics Review

Great swim school my kids recently joined and they look forward to going every week.teachers and staff are fantastic

A good swim centre. Most staff are very good and a few that rise above the rest. Only downside is the toilets always smell of urine with no sign of improvement. Everything else is good though

We are thoroughly disappointed with management at King Swim, Narre Warren. They have a strong focus on profit to the detriment of student outcomes. This is exacerbated by their unwillingness to offer a fair range of options or compromises.

I will outline three experiences we had with King Swim that ended in removing our child from the school.

1. The Fast Track Program
The Fast track program was advertised as small intensive classes with up to 3 students. When our child participated in this program the school booked four students in the class allowing less time for individual instruction. While we did not complain at the time, we feel this makes later actions by the school all the worse. In addition, the instructors for this program were inexperienced (we observed them being trained in weeks leading up to the program).

2. Undisclosed rescheduling rules
As per the rules we were aware of, we rescheduled a class our child missed. However, he got a stomach bug (coincidentally after attending class at King Swim) and was too sick for his make-up class. Upon calling we were informed that this class cannot be rescheduled again despite not having it explicitly stated when booked, nor in any obvious place in the written materials. While we were disappointed, we still did not complain about King Swim policy.

3. Cancelling our regular class
King Swim advertises classes of up to 4 students, and for much of the past few months the class our child was in had no fewer than 2 students with often four. However, after two weeks in which he was the only student, the class was cancelled. Management informed us that they need to maximise their profits and therefore the class will be discontinued. We were given two options, a much early time with the same teacher which we could not attend, or go with another teacher on another day at another time. Management was not open to further discussion and had an attitude of take it, or leave .

King Swim does not state a minimum student number for classes. While I appreciate that they need to be profitable, I think after only two weeks with a single student the school should not have cancelled the class. We signed up with an understanding that a service would be provided at a particular time on a particular day, and to have that service cancelled so abruptly with no compromise (we had prepaid for the classes) was unacceptable. I do not think that saying (and I do paraphrase here) I understand you are upset, but we want to make more money is an appropriate way to speak to customers.

All that being said, I think our instructor was quite capable and a great teacher. The management of the business is, however, not worth dealing with.

(If necessary, I can have our experience corroborated with other parents in the school. But, I feel because I informed management that I was going to give this review (and they agreed I should), this should not be necessary).

In response to the below response:

We are discussing profit because you brought it up. If you are indeed a 'not-for profit sporting club' then you should remind your management of that. Our conversations were clearly about maximising income over the needs of our child. The particulars of our conversation were that instructors get paid the same amount regardless of the class size and that continuing the class was not profitable (despite charging over $40/hour). As a not-for-profit organisation, you have emphasised profit a lot in your dealings with us, which makes your response somewhat insincere and offensive.

I remind you, we have not complained until now because it is not something we do. However, management was so forceful on the phone that I felt the need to respond.

Dedicated to teaching all abilities and ages to swim, even under 1 year old.

Tutors are not very competent and their staff is rude

Great place for kids to learn to swim. My sons been here for a year now and is loving it.

Great customer service with challenge swimming activities for kids!

The manager is sooooooo rude here. If I can give zero star I will give zero star.. I never been see the manager like her... I just leave this swimming pool because her attitude .. really really bad attitudes to trad the customer... bad service..

Great swim school. You kids will actually learn to swim and survive in the water here. Unlike many other swimming schools in Victoria.

Great place for kids lessons and wonderful staffs. Only downside is the toilets are stinky

Instructor gave wring instructions to my daughter and the supervisor watched yet did not do any thing. Too much chemicals in water

Took an introductory lesson for the kids, had mentioned to the sales person that I will take the direct debit form for my daughter and discuss with my partner and return the form should we wish to proceed on a permanent basis. They said they would hold the booking for coming Friday. We decided to cancel the held booking as have got private sessions for the kids to learn to swim!

Made a phone call this morning to ensure no booking was in place and the lady at the reception says we need a 30days notice! ESENTIALLY MEANING WE ARE LIABIAL TO PAY FOR SOMETHING we did not signed up for.

I am sorry this is called RIP off business. Very poor form. I will not recommend this place and -5 star rating if I could give one. On the contray the trainer Eleanor was fantastic. Shame on you for poor sales tactics

Mostly good but when I gave more than 24hrs in writing to change coach for private lesson. They replied 2 days later to say I should have called instead to cancel lesson and refused to allocate the preferred coach for my son. Very unfortunate.

I very rarely write reviews however after our trial lesson at Kingswim Narre Warren a couple of weeks ago I was left completely in shock and disgusted by the receptionist Robyn. I would give this 0 stars if I could - but it wouldn't allow me. I will give the one star to the instructor.

I don't expect much - but common courtesy is something that is important and especially when paying for activities for young children. Robyn was by far, the rudest receptionist I think I have ever come across to date.

We came for our son's first swimming lesson with another couple and their child. It was impossible to get a glimpse of a smile or hello from her - just snapping at us straight away about signing in via a QR code. Not one minute of her time was given to say where change rooms are, where to meet for their first lesson, nothing. We were excited to attend and were let down from the minute stepping in.

We stood in reception until she scanned a QR code - in the meantime I heard her talking to other families in a very unfriendly and rude tone. I am quite shocked by how many families just allow to be treated like that.

With no further information, we moved into the viewing room, got the children ready - for Robyn to then call out to us to tell us that 'They could have been changed by the side of the pool'. It would have been nice especially for an introductory/trial class for her to take a minute of her time to explain the basics.

Myself and the other mother were then kicked out of the centre - due to COVID? None of this was explained over the phone - I found this quite ironic yet not one person had masked, any hygiene service of sanitiser and the pool was absolutely packed - hectic. Way too many people in the one area of the swimming pool to then be worried about 2 parents watching from an external viewing room. It seemed as though there was at least 10 lessons going on and very chaotic. More chaotic than school swimming lessons, which I have attended to for years as a primary school teacher.

I was on the side of caution before we did come - as I had read mixed reviews and was also quite suss as to how we got a place straight away. - yet at Jump and other swim schools in the area we were on a waiting list. Found out I think they made up just another class for us as there was only 3 students in his lesson apparently (my partner stayed to have our son in the pool) - the other child was a friend - so pretty sure they just created another lesson - I have read reviews about this business being money hungry.

Overall a shame - as apparently the instructor was quite good with the kids.

Writing this review so other first timers don't get the shock of their life with the complete disregard for any service whatsoever when entering this pool. I was beyond disappointed with his first lesson - to the point that we were all even considering leaving the pool before the lesson - but we had already spoken to the boys about their exciting swimming lesson so didn't want to let them

I have heard much better reviews on other swimming pools in the local area - and I am guessing this is the exact reason there are waiting lists - as they are actually worth the wait.

Honestly, steer clear. I don't want anyone else to have the same disheartening experience we did.

My step son absolutely loves it here. Especially the service that Joshua does to accompany his needs is magnificent. Thank you again kings :)

This is a great place for children to learn to swim, the staff are nice they give kids survival techniques, teach them to swim and after their finished all their lessons after K12 (last level) they can join a swim squad if they wish.