Steve Please see below my comments in bold — Original Message — From: Steve < [email protected] > To: Sent: Thu, Nov 5 9:28 pm Subject: Complaint
On August 14, I paid for diver certification for a class scheduled for September 18-20. While at the dive shop, I was instructed that the class schedule would be as follows: Friday 9/18 Orientation/Introduction Saturday 9/19 Classroom instruction in AM, Skills in pool in PM Sunday 9/20 Classroom instruction in AM, Skills in pool in PM On September 4, I decided to purchase the mask, fin, and snorkel prior to the pool instruction so I would be adjusted to the equipment prior to the dive testing at Lake Rawlings. While at the shop, I met the owner, Art, who re-stated the above information about the course schedule. He also informed me that in addition to the instructor, there would be additional Master Divers to assist in the class in the event I had trouble with a particular skill.
PG Sports and Learning Center canceled our course with out informing us until a couple days be for the class Correct at the pool there were no DM's Only Instructors (4). This exceeds the standards for scuba instruction. So DM's are not necessary.instructor Student Ratio is 1 instructor per 10 Students we had additional personal there to assist you.
On September 16, I received a telephone call from an employee of the dive shop, Gary. He called to remind me that the class started at 1830 hours on September 18 at the shop. He also informed me that due to scheduling conflicts the course schedule changed and the pool skills would be all day Saturday 9/19 and the classroom instruction would be all day Sunday 9/20.
Addressed above On September 18, I attended the orientation/introduction portion. On September 19, I arrived at the Sports and Learning Complex, the pool the dive shop uses. We were instructed that due to the scheduling conflicts we would have to use the children's pools and not any portion of the main pool for the morning portion of the class. We also had only two instructors and no Master Divers to assist in the course. We were told that the pool pump was broken but we would be allowed to use the pool. When we entered the pool the instructors commented that the water temperature was 70 degrees, the same temperature the lake was going to be. I entered the water in attempt to complete the course in a bathing suit (was instructed we did not need a wetsuit at the heated pool). I could only stay in the water for about 20 minutes before I was too cold to continue. I spoke with the instructor who apologized for the conditions of the pool and the change of schedule. He said with the normal schedule with the pool portion split there would be time for individual instruction after the normal class time for those having trouble with skills. He also apologized for the water temperature and told me that I could return another weekend to continue the course. I inquired about additional cost. He told me that I pay for certification and not a particular class date. He said if it takes me a year, it would not cost additional fees. He further told me it took one participant two years to get certification at no additional cost. This is correct there is no additional fees. If a student put forth the effort We will do what ever it takes to get the student certified and this has been documented thought out the 3 agencies we teach for
I inquired about the pool conditions. The pool pump was broken which meant that no chlorine was being added to sanitize the water. Additionally without the water being pumped through the system, it would not be heated. Since the pool pump was not working, the employees were draining the water and adding regular tap water while we were in the pool. This continued to cause the temperature to drop while we were in the water. After the course I contacted the Health Department, they informed me that it was in violation of health regulations and we should have not been in that pool. I wish you would of told me this. Please tell me who you spoke to. I left a message this morning for them to call me and file a complaint That evening myself and Bruce Hogan became extremely sick with a temperature of 105, hot sweats, coughing, etc. We did not return to the course on Sunday. I attempted to contact the shop at 0800 hours (start of class time). I received no answer. Since I was up all night being sick I finally fell asleep and re-contacted the shop at approximately 1300 hours. I talked to the owner, Art, who informed me that it would cost us an additional 100 dollars each to continue the course. (a direct conflict with what I was told the day before). I inquired about a refund, which was denied due to the it being less than 10 days in accordance with the receipt I received. No problem here. I checked the vmail when I came in on Sunday and there were none. I continued to call you and your Dive buddy from 8:30 to 1pm with no answer. At 1:20pm I finally got in touch with you, I am sure you voice mail shows the numerous calls. I have retrieved my phone bill for that month and it is a long distance call fro 301 855 3977 to you number and is documented call times and duration. There is no $100 additional charge for you or your dive buddy for training! I ended up at my doctors office by Tuesday. I was told I had a viral infection that was probably cause by the cold and the un-sanitized water in the pool. I was out of work for the entire week on antibiotics and missed a training course because of this illness. I feel PG should pay for your doctors bill That week I made inquires to other people who assist the dive shop in the certification courses. They told me the same thing that you pay for certification and not a particular course date. They also told me of other people who took the course over an extended period of time at no additional cost. Due to not being able to perform certain skills. I was also told that the classroom portion that would have been Saturday morning would have given better instruction in the equipment and use of the equipment. There was NO instruction prior to "jumping" into water and attempting to complete skills. The was no discussion at pool side and in the water of what skills were going to be accomplished? This needs to be brought to my attention not Gary The service that was to be provided by Divers Source was certification in open water SCUBA diving. Which I did not receive and do not wish to continue with your company. There is a clear description of our refund policy at the cash register, I am willing to forgo this policy and refund the $300. But you never talked to me just a store employee that does not make these decisions. After reading the Divers Source website I located some frequently asked questions and your guarantee: How long will it take? First of all it was NOT a PADI Course PADI programs are performance based. You proceed as you demonstrate mastery of the course skills. This allows you to work at a pace that is comfortable for you. Q. How long does it take to become a certified diver? A. The course is typically split into two weekends or 5 to 6 sessions, which may be scheduled in as few as 2 or 3 days, or over several weeks. Once the coursework is complete, the open water dives - where you apply and demonstrate the knowledge and skills that you learned in the course - are conducted on at least 2 separate days. Our Guarantee: Divers Source Guarantee is for our students to perfect safe and efficient scuba diving skills in an environment based on learning... We love what we do, and it shows in the commitment we make to teach each student based on their personal needs. We guarantee each student will learn the skills needed to safely experience scuba diving and the beauty of the aquatic world but the student must understand that scuba diving has risks. We do not just issue certification cards for attending a class, we believe in providing the proper training. You will not be disappointed. We guarantee it
It is very disappointing that you do not honor your Guarantee. Since you are not willing to refund the $300 I paid for myself and Bruce Hogan and you have not provided the diver certification which your company was paid to provide, I have disputed the charge with my credit card company under the Fair Credit Billing Act. (NOTE: I am disputing the full amount because neither I or Bruce Hogan received diver certification or a refund. Both course fees were paid on my credit card). Yes we do honor our guanatee if we are aware the is an issue. You need not to dispute the amount because I will refund the $300. BTW the normal cost for the class is $249. I personally discount the class for Public service people to $150.00 as a thank you for what you do. This would of been taken care of long ago if you contacted me. Additionally, I will be filing a complaint with the Prince George's Health Department and the Maryland-National Capital Park and Planning Commission in regards to the conditions your company and the employees of M-NCPPC put the class through. I already have I know your not a member of the Better Business Bureau, however, I will be posting a complaint with them and with usacomplaints.com so no other potential divers go through these poor conditions as we did. Do what you have to do but, mention you had not contact with the owner to resolve this issue. Yes I am a member and have sent this to them for record. I will got to Rip off.com to post this reply to you on the web site. I believe your facts are not accurate. Make sure you posting is complete, Again you needed to contact me to get this resolved not an employee Please note that this would have all been resolved if you would have simply refunded our fees. I am only taking these actions because of your company's unwillingness to provide a refund or certification as promised. You state here unwillingness to refund if I do not know your desire how can this be unwillingness. I am looking forward to your call to refund the $300.
Please do what ever action you need to do I told you above I would refund and would of if you contacted management at Divers Source. Keep in mind there are slander laws out there. Additionally I have sent this to my Atty, Better Business, Calvert County Jaycees for record.
Again you need to contact me through the shop or directly for the refund. I am looking forward to you calling me my Cell is 301 641 4165, Shop is 301 855 3977
Steven Van Bennekum steven. [email protected]
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