Complaints

• Initial Complaint

  04/02/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Committee Members,I need a help to get my money back. We enrolled our two children in this childcare with the intention of long-term attendance and paid a $500 registration fee. We initially started with a half-day schedule, which was convenient for us and something we wished to continue. Since we joined in the middle of the month, they offered us a special rate for the trial period. On the last day of January, I approached them to confirm the tuition fees for February and beyond. They informed me that we would need to pay the full amount. I reiterated that we wanted to continue with the same half-day schedule, as previously agreed upon two weeks prior. At that point, they claimed that such a schedule was never an option and was only allowed for the first month. However, this was not what we originally agreed upon. When we signed the agreement, they assured us that we could attend half-day, part-time, or full-time without any issue. When they denied this arrangement, we pointed out the information on their website that supported our initial understanding. Instead of addressing our concerns, they began twisting our words and insisted that we either switch to a full-time or part-time schedule. Due to their unwillingness to honor the original agreement, we decided to withdraw our children. Given that they failed to uphold the terms we initially agreed upon and that their website contradicted their stance, we expected a refund of the $500 registration fee. However, they refused, citing the non-refundable clause in the contract. While we acknowledge this clause, our case is exceptionalwe were forced to withdraw as they adhering to our agreed schedule. Even after I provided screenshots from their website, they continued to manipulate the situation, arguing that enrollment is subject to availability. While they have the right to limit availability, it raises the question: why did they enroll our children if there was no availability to begin with? Regards

  Business response

  04/02/2025

  Hi Dear

  Venera registered her two children with us in mid-January. As newcomers, we waived the $1,000 security deposit for both children as a goodwill gesture. For January, we charged a reduced fee of $300 per child instead of the standard rate. Additionally, a one-time, non-refundable registration fee of $250 per child and a technology fee of $100 were applied. These fees were clearly communicated during the facility tour, and we have a signed contract confirming the parent's agreement. A copy of the contract is attached for reference. The children were enrolled for a three-day schedule (Monday, Wednesday, and Friday). However, to support their smooth transition, we extended an additional courtesy by allowing them to attend half-day sessions every day throughout January at no extra cost. When we informed the parent that the agreed-upon three-day schedule would begin in February, she expressed interest in continuing the extended schedule. We explained that this would require an additional feethough not a full-time ratebut she was unwilling to accept this arrangement.
  Without providing the required 30-day notice, as outlined in the signed contract, she withdrew her children from our facility. Per the contract, she is still responsible for the February tuition fee of $835 for both children. Instead of settling this amount, she is now demanding a refund, which is not in accordance with our policy. Furthermore, she has made unfounded accusations and has been posting multiple negative ****** reviews under different accounts in an attempt to damage our reputation. We have documented evidence to refute these claims. As newcomers, we hope they receive proper guidance, as we have made extensive efforts to assist them. However, they have not been willing to adhere to the terms they originally agreed to.
  
  Please let me know if you have any further questions.
  Best regards,

  **** ******

  First path Childcare

   

  Customer response

  06/02/2025

  Dear Committee Members,  
  
  I would like to clarify the following points:  
  
  1. Neha stated that we enrolled our children for a three-day schedule (Monday, Wednesday, and Friday) and attached our file as evidence. However, the file was altered from its original state. We initially sent it via email with no selected days, as our half-day schedule was verbally agreed upon. I believe the checkmarks were added afterward, making them falsified. I have attached the file for your review.  
  
  2. I was never offered the same half-day schedule at a different rate. Had this option been provided, I would have accepted it. Therefore, the claim that they explained an additional fee (not full-time) was required is false.  
  
  3. Their statement that I withdrew my children without providing 30 days' notice (as per the signed contract) is misleading. I was forced to withdraw them because the revised schedule was unsuitable for us. We had every intention of long-term attendance, but their shifting terms left us no choice. Moreover, since we were in the trial period, I did not even have 30 days to provide notice. Their argument is irrational, and we are now dealing with the consequences of finding a new childcare provider and restarting the adaptation process.  
  
  4. The accusation that I posted multiple negative ****** reviews under different accounts is false. I left one detailed review, but since ****** limits review length, I had to divide it into three connected parts. All statements in my review are accurate, and the accounts used are either mine or my husbands.  
  
  5. Neha and her husband did not honor the terms initially offered to us. I hope they will refund the amount for the service they did not provide. Charging $1,200 for two weeks of half-day care (a total of just five days) is entirely unreasonable.  
  
  Thank you for your time and consideration.  
  
  Best regards,  
  Venera  

  Customer response

  06/02/2025

  Dear Committee Members,  
  
  I would like to clarify the following points:  
  
  1. Neha stated that we enrolled our children for a three-day schedule (Monday, Wednesday, and Friday) and attached our file as evidence. However, the file was altered from its original state. We initially sent it via email with no selected days, as our half-day schedule was verbally agreed upon. I believe the checkmarks were added afterward, making them falsified. I have attached the file for your review.  
  
  2. I was never offered the same half-day schedule at a different rate. Had this option been provided, I would have accepted it. Therefore, the claim that they explained an additional fee (not full-time) was required is false.  
  
  3. Their statement that I withdrew my children without providing 30 days' notice (as per the signed contract) is misleading. I was forced to withdraw them because the revised schedule was unsuitable for us. We had every intention of long-term attendance, but their shifting terms left us no choice. Moreover, since we were in the trial period, I did not even have 30 days to provide notice. Their argument is irrational, and we are now dealing with the consequences of finding a new childcare provider and restarting the adaptation process.  
  
  4. The accusation that I posted multiple negative ****** reviews under different accounts is false. I left one detailed review, but since ****** limits review length, I had to divide it into three connected parts. All statements in my review are accurate, and the accounts used are either mine or my husbands.  
  
  5. Neha and her husband did not honor the terms initially offered to us. I hope they will refund the amount for the service they did not provide. Charging $1,200 for two weeks of half-day care (a total of just five days) is entirely unreasonable.  
  
  Thank you for your time and consideration.  
  
  Best regards,  
  Venera  

  Customer response

  06/02/2025

  Dear Committee Members,  
  
  I would like to clarify the following points:  
  
  1. Neha stated that we enrolled our children for a three-day schedule (Monday, Wednesday, and Friday) and attached our file as evidence. However, the file was altered from its original state. We initially sent it via email with no selected days, as our half-day schedule was verbally agreed upon. I believe the checkmarks were added afterward, making them falsified. I have attached the file for your review.  
  
  2. I was never offered the same half-day schedule at a different rate. Had this option been provided, I would have accepted it. Therefore, the claim that they explained an additional fee (not full-time) was required is false.  
  
  3. Their statement that I withdrew my children without providing 30 days' notice (as per the signed contract) is misleading. I was forced to withdraw them because the revised schedule was unsuitable for us. We had every intention of long-term attendance, but their shifting terms left us no choice. Moreover, since we were in the trial period, I did not even have 30 days to provide notice. Their argument is irrational, and we are now dealing with the consequences of finding a new childcare provider and restarting the adaptation process.  
  
  4. The accusation that I posted multiple negative ****** reviews under different accounts is false. I left one detailed review, but since ****** limits review length, I had to divide it into three connected parts. All statements in my review are accurate, and the accounts used are either mine or my husbands.  
  
  5. Neha and her husband did not honor the terms initially offered to us. I hope they will refund the amount for the service they did not provide. Charging $1,200 for two weeks of half-day care (a total of just five days) is entirely unreasonable.  
  
  Thank you for your time and consideration.  
  
  Best regards,  
  Venera  

  Customer response

  06/02/2025

   
  Complaint: 22895749
  
  I am rejecting this response because: 
  Dear Committee Members,  
  
  I would like to clarify the following points:  
  
  1. Neha stated that we enrolled our children for a three-day schedule (Monday, Wednesday, and Friday) and attached our file as evidence. However, the file was altered from its original state. We initially sent it via email with no selected days, as our half-day schedule was verbally agreed upon. I believe the checkmarks were added afterward, making them falsified. I have attached the file for your review.  
  
  2. I was never offered the same half-day schedule at a different rate. Had this option been provided, I would have accepted it. Therefore, the claim that they explained an additional fee (not full-time) was required is false.  
  
  3. Their statement that I withdrew my children without providing 30 days' notice (as per the signed contract) is misleading. I was forced to withdraw them because the revised schedule was unsuitable for us. We had every intention of long-term attendance, but their shifting terms left us no choice. Moreover, since we were in the trial period, I did not even have 30 days to provide notice. Their argument is irrational, and we are now dealing with the consequences of finding a new childcare provider and restarting the adaptation process.  
  
  4. The accusation that I posted multiple negative ****** reviews under different accounts is false. I left one detailed review, but since ****** limits review length, I had to divide it into three connected parts. All statements in my review are accurate, and the accounts used are either mine or my husbands.  
  
  5. Neha and her husband did not honor the terms initially offered to us. I hope they will refund the amount for the service they did not provide. Charging $1,200 for two weeks of half-day care (a total of just five days) is entirely unreasonable.  
  
  Thank you for your time and consideration.  
  
  Sincerely,
  
  ****** ***********

  Business response

  06/02/2025

  HI

  We are rejecting the claims made by ******. When she initially submitted the documents online, they were incomplete. She completed the required forms in our office on the first day she dropped off her children, spending approximately one hour at the facility.
  Completing the forms took around 30 minutes, and for the remainder of the time, she was moving between the children's rooms. These events are recorded on our security cameras. Please find attached a screenshot of Veneras email, which she sent before the start.
  Additionally, we have all the necessary documented proof and recordings. In my last message, I also shared the fee section of our enrollment form, which she signed, confirming her understanding of the fee structure, including the non-refundable policy. These signatures are authentic. Furthermore, when she picked up her children on the first afternoon, I personally offered her the opportunity to bring them daily for the month of January. This was offered by us, she was not aware of any half days initially. This conversation, which took place near the stairs, was also recorded.
  
  I hope this clarifies any concerns

  Best Regards

  Neha

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