Complaints

• Initial Complaint

  23/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I applied for a preschool spot for my daughter in August 2020 with a start date of September 15, 2020. We scheduled a virtual tour after application fees and paperwork were done. I waited and waited for the virtual tour on the scheduled date, called the office a few times, left a voicemail but no response and no one returned my calls. I emailed them a few days later and they said their technical team was unable to set up the tour. Tour was never rescheduled and I was uncomfortable sending my special needs child to a daycare I haven't been in, interviewed the teachers, and know nothing about. I called and left a message that I wasn't interested in the spot anymore and I assumed that was it because again, I didn't hear back from them. I got a voicemail on October 2nd that they were wondering about the spot my daughter has with them and I called back (I sent them this call records). There was no response of course, so I left another voicemail stating for the second time that I do NOT want the spot as I would not be sending my autistic child to a center that I don't know what they have to offer. Again, no one called back so assumed they finally got the message. On October 26, I received an email that I have to pay October fees because I didn't inform them my daughter wasn't coming to their daycare. I replied with phone records of my calls that I did inform them and that they should check their call logs and messages. Again, no response from them until a few months later when someone from their accounts department in Calgary called. I explained the situation to him, he said he didn't know my daughter or I never stepped a foot in the daycare center, he also promised to confirm the call logs I sent and resolve the account. I haven't heard from anyone in that center since early 2021 until I received a call from debt collections today about the fees. I would appreciate your help in resolving this issue.

• Initial Complaint

  19/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  As per the federal government's goal of $10/day childcare, the government is refunding families through their childcare providers. Building Brains currently owes me $600.30 for back pay from July-Oct of 2021. I have filled out the appropriate paperwork. Building brains' parent company KidsU billing coordinator (**********) had originally told me mid February that it would be 2-3 weeks to see this cheque to my address. Then it became the first week of April. When that did not come, I attempted contacting her multiple times over a period of days. Finally she replied stating they are 'working on it' and it will be processed by the end of May. This is troublesome, as I have already received the next installment by my current provider (Nov 2021- Jan 2022). Building Brains/KidsU has already been paid this money from the government. There is no reason for such a delay. I do have a thread of emails I can send for correspondence if you so need. Thank you, **************

  Business response

  05/05/2022

  Consumer Response /* (2000, 8, 2022/05/05) */ ****************************************************************************************************** Subject: Complaint ID #******* Hello, below is the response I received from Building Brains on April 27, 2022. They informed me I would receive a cheque. Instead, on May 4, they deposited the balance owing into my account, for which they had the direct deposit information the entire time. Thank you for escalating this on my behalf. It is truly appreciated. ************* "Hi ****, Hope this email finds you well. We are truly sorry for the delay. I have forwarded the check for signing by the senior management and our team will mail out your check shortly. Due to some changes in our team recently the refund checks got delayed. It should have never happened in the first place. On behalf of Building Brains ELC I apologise for the inconvenience caused to you. Your patience and understanding is greatly appreciated. Thanks. Let me know if you have any questions. Have a great day. Thank you! Best regards, ********** Enrollments & Billing Coordinator **************************************************************************************************"

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩