Saguaro Aquatics

I popped into the Thornydale location the other day to inquire about classes and see the facilities. The young woman wasn't friendly and her curt attitude was a big turnoff. I blew off asking for a tour I was planning on taking 2 or 3 classes which would have been about $300 per month but based on this short interaction I have no desire to become a customer of this business. The outdoor shopping clomplex looks about 1/2 empty. The parking is abundant.

The coaches are great. Unfortunately, it stops there. Office staff is incredibly rude and unprofessional. Karen in the office doesn't respond to multiple messages left. When I did get a hold of her 2 weeks later, she acknowledged she did get the messages by phone and the online portal but assumed management would handle it and just ignore us. When I asked to speak to someone in management, she hung up on me. Sadly, I will never go there again. Now seeing all the other messages about the horrible office staff, I see it's not just me they treat this way.

I guess I should have read the reviews before enrolling my girls. Like most people say, the instructors are good, the office staff/management is terrible and rude. Main issue is how they schedule classes. Especially if you have more than one child. When one bumps up to a new level, it throws off the schedule. You get a new time that sometimes won't work with the other child and their time slot. My price raised almost every month also. The instructors come and go often. I never know who my younger daughter will have, she's pretty consistently gotten a different coach almost every week. Sometimes we get a notice about it, sometimes we don't and when we do, it's not the person they say will even be the new coach the next week. SEVERAL times we have had to end lessons early for poop in the pool which I realize isn't anyone's fault, however it's very hard for us to schedule makeup lessons again because my daughters are in different levels, and I can never seem to find the same time slots or even days for them to schedule them. So we lose out on money through no fault of our own. They refuse to refund that even if none of their makeup classes work for us. And we weren't the ones cancelling. This month they charged me not only the regular monthly fee, but a raise in price plus the annual registration fee. At the same time tho, my daughter moved up a level and when I tried getting her new schedule it was impossible to make work and the general manager was rude, inflexible, and refused any kind of refund even tho we can no longer come, so I'm paying the annual fee for no reason. She wouldn't even refund that part. She also hung up on me at the end of the call. I will find other places to post this review because people need to know this.

We used to go to Saguaro Aquatics at the old location many years ago. It was a far drive, but always worth it... We recently moved back to the area and I was very excited to see they have moved, and it is now closer to me. The owner is involved, he's very social and cares about his establishment. He was like this years ago, and he is still coming around, making sure everything is going smoothly. My 9 year old has Coach Jackie. My kid can be quiet and shy, Jackie notices that and gets her out of her shell. She pays attention to your kid and what they are capable of, and pushes them when they need to be pushed. My kid really loves her, highly recommend her!My 6 year old has Coach Kayton. He is so great and patient with smaller kids. He makes it fun and is funny. My kids look forward for swim, and progress well. Highly recommend.

All of the coaches we have had as we progress through the levels have been great. Our current instructor, Coach Maryn is awesome!

Karen was so incredibly helpful! She helped me fit my snorkel gear correctly and caused me to feel at ease with my upcoming trip. She went beyond her duties. I am so grateful

Avoid this place - We are so disappointed in this business and their lack of care for its customers. We enrolled our four year olds in semi-private lessons, over the first 6 weeks we noticed them not really wanting to go as the lessons were really repetitive and they were loosing interested. We understand there are basics that need to be covered so we kept encouraging them to make the best of it. on Feb 9th - well before the schools 15th cut off date to drop classes, I spoke with the front desk and said we needed to make a change to a different class or drop for a while so I could try and get the kids excited about coming again. I was told to wait until our visit next week (16th of month) because they didn't have the calendar out yet for March..... When I came in that day and was told my girls were not ready to move on to a different class (totally fine- they're the experts) I asked to drop for March and was told I had to now pay $100 to do so. Horrible customer service, the office staff was rude and uncaring to both me in person and my husband when he called in. While we would have just taken a month break before this, we will never be back. I asked for the owner to reach out but never heard back from them either.

Saguaro aquatics is hands down the worst learning environment to bring your children. I had two separate occasions where I had to get my child out of the water due to the instructor being too overwhelmed. There were kids twice his age, in his normal group that had priority because they were "make up classes." When we asked for withdrawal and refund for the last two classes of the month we were denied and told that our child was a "safety concern." The real safety concern is the assistants around the pool that can't look up from their computers while on duty.

CHILDREN TRAUMATIZED HERE. The owner dunked my 5 year old child under water repeatedly over & over for not following instructions. The owner stood by his actions when I confronted him and then later offered to apologize to my child only. It was traumatizing for my son, he didn't want to continue lessons afterward, and he now won't go into a pool.

Abysmal customer service. If you need to speak to a manager, none of the associates have any answer on when exactly they will be in, because they have no set schedule. I was told that a manager had been reaching out to try and resolve an issue, but between me and my wife, we have exactly zero voicemails. My wife was in the hospital in July, so naturally, my son's swim lessons were the last thing on my mind, and he missed the lessons. School is now starting up, so I'm planning on withdrawing him. After trying to get reimbursed for July and then getting charged for August (which they won't reimburse either), I am out of about $600. When i was finally able to speak with the manager, my complaints were met with a monotone, "I'm sorry sir, but company policy..."