Aquatic Management Group
5300 Atlantic Avenue

Suite 101

Raleigh | NC 27609

Dear Braxton, Chris, & Greg,

As a collective group of concerned members of The Greenway Club at Falls River, we are writing to express our profound dissatisfaction with the current management and upkeep of our club pool and its surrounding facilities. Over the past four years, the quality of the club's amenities and services has noticeably declined, leading to widespread frustration among members.

As we approached a new season, we had hoped to see significant improvements that have been delayed for far too long. Unfortunately, numerous issues continue to persist, significantly impacting both the enjoyment and safety of the pool area for all members. These unresolved problems not only detract from the overall experience but also raise serious concerns about the club's commitment to providing a high-quality, safe, and welcoming environment for its members.

We urge management to address these concerns promptly and effectively, as the current state of the facilities is unacceptable and does not meet the standards that we, as paying members, expect and deserve.

Outlined below are the key concerns along with a list of requested improvements that we believe will significantly enhance the overall experience for all members:

1.      Refinishing the Pool Deck in Stages: The pool deck is in a state of disrepair, posing significant safety hazards for all members. Many individuals, including children and adults, have reported constant toe/foot injuries due to the cracked and uneven surface. It is painful to walk on and members cutting their feet also creates unsanitary conditions and prevents members from fully enjoying the pool facilities. Additionally, the deteriorating condition of the deck increases the risk of more severe accidents, such as slips and falls, which could lead to serious injuries.

2.      Upgrading the Kitchen Facilities: Instead of selling microwaved food and candy, we propose adding and utilizing a proper kitchen. This would allow for the sale of healthier and higher-quality food options. Implementing this change would not only enhance the member experience but also bring in much-needed revenue for the club during special events. However, we insist that the food be sold at a reasonable price, ensuring that members are not subjected to price gouging. Fair pricing will help foster a positive relationship between the club and its members, encouraging more frequent participation and support for club events.

3.      Eliminating the Unused Reserved Area: The area designated for reservations is often left unused. We suggest opening this space by eliminating a few of the bushes, making it accessible for all members. By moving the fenced area, this can be efficiently accomplished at a low cost. This change would provide a significant amount of new space for members and guests, particularly during Swim Team meets, where additional space is desperately needed. The policy should be that if it is not reserved, members should be free to use the space.  If it is reserved, put up a reserved sign.  Currently the sign indicates that members are not able to use the space at all unless reserved, which is unnecessary.  

4.      Replacing Sand with Rubber Tiles in the Playground: The current sand in the playground is messy and tracks into the pool and other areas. It is not raked or cleaned at all and for some reason causes stains on bathing suits that do not come out.  We propose replacing it with a rubber surface to enhance safety and cleanliness. If this change is not feasible, we suggest at least adding a foot washer to help minimize the spread of sand into the pool and surrounding areas, thereby improving overall hygiene and comfort for all members.

5.      Pool Drains: We would like to bring to your attention the issue with the drainage system on the pool deck, which is currently malfunctioning. This has resulted in frequent standing water and instances of flooding, creating not only an unsightly area but also a safety hazard for members, particularly when the surfaces become slippery. Furthermore, standing water can become a breeding ground for bacteria, posing additional health risks. We request that these drains be assessed and repaired as soon as possible to prevent water accumulation and ensure a safe, dry, and pleasant environment for all members. Addressing this issue promptly will enhance the overall functionality and safety of our club’s facilities.

6.      Creating a Path from the Pool to the Volleyball Court: Creating a direct path from the pool area to the volleyball court will improve accessibility and encourage more use of the court. Additionally, the current fence allows non-members to access the court, resulting in lost revenue. We recommend improving the fence to ensure that only members can use the court. These combined efforts will enhance the overall functionality and security of the volleyball court area, making it more appealing and exclusive for club members. Moreover, a direct path would significantly improve safety for children, allowing them to reach the volleyball court without navigating through potentially hazardous or congested areas.

7.      Guest Passes: There is growing dissatisfaction among members concerning the current guest pass system and its associated costs. Many of us find the fees to bring in a family of guests prohibitively expensive, with the total reaching up to $100 depending on the size of the family. This high cost significantly restricts the ability of members to enjoy the club with friends and extended family, which should be a core benefit of club membership. We urge the management to reconsider the pricing structure for guest passes to make it more reasonable and inclusive, allowing members to fully take advantage of the club's facilities while sharing the experience with their loved ones. Additionally, the policy of charging for a nanny when parents cannot be at the pool is unacceptable and should be eliminated immediately. Families rely on caregivers to ensure their children's safety and enjoyment at the pool, and this added expense places an undue burden on members.

8.      Staff Training on Guest Relations: It is crucial that staff receive proper training on how to respectfully treat guests. This will improve the overall experience and satisfaction of pool members. 

9.      Relocating the Lifeguard Table: The lifeguard table currently occupies valuable space and appears to be more of a hangout spot. We suggest relocating it and ensuring lifeguards are actively engaged when not on break.

10. Better Utilization of the Club House: The recent renovations to the clubhouse have unfortunately left it in a condition that is largely unusable for our members, which is completely unacceptable. The space, once a central hub for social gatherings and community events, now stands empty following the removal of its furniture. This has not only diminished the value of our club membership but has also limited our ability to enjoy the facilities we pay for.

We insist that the management take immediate action to restore the clubhouse to a state that can be used by members on a regular basis. It should not merely serve as a venue for the management to host occasional events at a high cost to members. We request that the clubhouse be promptly refurnished and equipped with adequate amenities that reflect the needs and expectations of our community.

Furthermore, we expect the clubhouse to be a versatile and welcoming space that can accommodate a variety of activities, from casual gatherings to organized events, enhancing the overall membership experience throughout the year. This will not only improve member satisfaction but also reinforce the sense of community within our club.

11. Clutter in the Outdoor Showers: We would like to address the clutter and the presence of tents in the outdoor shower areas. These items not only detract from the aesthetic appeal of our club but also reduce the functionality and accessibility of these essential facilities. We request the management to remove these tents and any related clutter to ensure that the outdoor showers are clean, open, and inviting for all members to use. Another concern is the amount of insects that are attracted to the shower area- we recommend that the showers are routinely swept of webs and more frequently treated for mosquitoes and other insects. This change will help maintain the high standards of cleanliness and order that our club is committed to providing.

12. Early Morning Lap Swim: We request that the pool be made accessible earlier in the morning for members who wish to engage in lap swimming. It is frustrating to see management selling early morning time slots when it is a reasonable expectation that members should be able to use the pool during these hours. Early access to the pool would greatly benefit those of us who prefer to exercise before starting our day. Implementing dedicated lap swim hours in the morning would promote a healthier lifestyle among members and ensure that everyone can enjoy the pool facilities at times that suit their schedules.

13. Landscaping and Facility Cleanliness: we are also concerned about the state of landscaping and general cleanliness around the facility. The grounds surrounding the pool and clubhouse are in need of regular maintenance to ensure a pleasant and inviting atmosphere. Overgrown plants, untrimmed hedges, and neglected flower beds detract from the overall appeal of the club. Furthermore, we have observed that the pool deck and chairs are not being power washed or cleaned appropriately. Accumulations of dirt & grime not only create an unsightly environment but also pose potential health risks.

We urge the management to invest in consistent and thorough landscaping services to maintain the aesthetic appeal and cleanliness of the entire facility. Regular and thorough cleaning of the pool deck furniture is essential to maintain hygiene standards and enhance the member experience. We request that a more rigorous cleaning schedule be implemented to ensure that these areas are properly maintained, reflecting the high standards that members expect from the Greenway Club at Falls River.

14. Furniture at the Pool: Several loungers and chairs were removed this year; the members would like to see more of the lower chairs by the lap pool so that they can sit near the pool to socialize and watch their children.  The covers for the tables were also removed and never replaced.  Now that table are extremely hot and pose unnecessary risk.  

15. Swim Team Coaches: The swim team is a cherished aspect of the Greenway Club and should be supported appropriately. The revenue collected for the swim team should be sufficient to pay the coaches fairly. However, over the last three years, coaches have reportedly seen a consistent decrease in their pay, resulting in parents and members being expected to pay extra to compensate for the shortfall. This situation is unacceptable and could be managed much better through transparent communication and honesty. Proper budgeting and allocation of swim team funds are essential to maintain the quality of the program and ensure that coaches are adequately compensated for their hard work and dedication.

16. Open Stairs to the Slide: One significant concern that many members share is the condition of the slide stairs. The current design, with open backs and slippery surfaces, poses a serious safety hazard, especially for small children who are excitedly rushing to the top. It would not take much for a child to slip through and fall to the concrete below, which is a terrifying prospect for parents and caregivers. We strongly urge the management to redesign the slide stairs to include closed backs, significantly enhancing their safety. We may be able to consult with Bedford Pool, which renovated its slide pool stairs a few years ago, to gain insights into the cost and process of making these crucial improvements.

17. Developing a Clear and Transparent Plan for Improvements: Finally, and most importantly, we expect a clear and transparent plan detailing the improvements and changes planned for the next 3-5 years. This will help members stay informed and engaged with the development process. We acknowledge you’ve increased member rates and would like to see an outlined plan for improvements. We feel increased dues have been mismanaged into less desirable improvements and recommend involving the members in improvement plans moving forward.

 

We believe these improvements are essential for maintaining a safe, enjoyable, and functional club for all members. Your prompt attention to these matters would be greatly appreciated, and we look forward to your response outlining how these issues will be addressed.

Thank you for your time and consideration.

Sincerely,

The Members of The Greenway Club at Falls River