Joe Montoya I.
A deeply disappointing first-lesson experience at PGA TOUR Superstore in Chandler
I booked an introductory golf lesson for my wife at the PGA TOUR Superstore in Chandler on Saturday, May 23, expecting a warm, welcoming experience for someone excited to learn the game. Instead, our family left feeling disrespected, uncomfortable, and completely dismissed. The lesson was with Brian Crawford. From the moment we arrived at the teaching bay, his tone was abrupt and unprofessional. Rather than welcoming my wife or briefly explaining how the lesson would work, his first interaction with me and my children was: “First of all — OUT!” He then looked at me and asked, “What are we teaching her?” I tried to explain what she hoped to accomplish and asked whether she might eventually need her own clubs. His response was, “Well, I don’t know. I haven’t even seen her swing yet.” The statement itself may have been reasonable; the dismissive tone was not. This was supposed to be an introductory lesson for a new golfer, not an interaction where her family was treated like an inconvenience. I immediately brought my concerns to the front desk. Rather than listening and acknowledging how poorly the interaction began, the manager quickly defended the instructor by saying he was good and had never received complaints. I did not feel heard, and I did not feel the complaint was taken seriously. What happened next made the experience even worse. During my wife’s lesson, Brian came out to speak to my children and said, “Wow kids, she is the best student that I have ever seen.” He then asked my daughter whether she had taught her mother to play. When my daughter explained that I had helped her mother up to that point, he responded, “Oh, don’t worry. I fixed all that your dad taught her.” My daughter found the interaction uncomfortable and described it as creepy. I found it inappropriate and needlessly disrespectful, especially after I had already raised a concern about his manner with management. I also observed what appeared to be a significant difference in the warmth and friendliness shown toward white customers compared with the way my family and another family of color were treated. I cannot speak to anyone’s intent, but the contrast was noticeable enough that it added to an already upsetting experience. My wife went in excited for her first professional lesson. Instead of leaving encouraged and eager to return, our family left feeling unwelcome. I regularly take lessons with Robert Macaluso at the PGA TOUR Superstore in Glendale and have always had an extremely positive experience there. Unfortunately, after this visit, I have no intention of returning to the Chandler location. A beginner golf lesson should make someone feel welcomed into the sport. This experience did the exact opposite.