Complaints

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Never used Kidtowne daycare previously needed daycare only for one week and made arrangements week prior. Told by staff would be considered drop in childcare since only needing daycare for one week and not continuing with full time enrollment. Drop in daycare does not require one week cancellation policy. Called on Saturday before the Monday we would need daycare and advised children not coming for week and if I need drop in daycare in the future will set up. I got charged $590 and told my rate was changed to enrollment rates and not drop in because it was cheaper for me and that requires a one week cancellation notification. Nothing was ever said to me about this change and I cannot cancel drop in care a week before if I made the arrangements in the week before. I reached out to the facility and told they would leave a message for manager and call back. Never got call back. Called again and they said they would leave message for director to start refund because they cannot do it at the facility and call me back. Never heard from them. Called the facility and told I could not get a refund since I was changed to full time enrollment status even though I am not enrolled full time with them. Gave me an email for regional director. Emailed her 5/21 and never heard back and never received call. I have called the facility multiple times asking what is happening and they said to email her again and that they have not heard from the director either. I emailed again 5/24 and still have not heard anything. I have not been able to speak to the director who I have been told is the only one who can do a refund or even about the situation. I should be charged to full time enrollment and that cancel policy when I was quoted drop in and made drop in arrangements the week prior that would be considered the week cancelation period. My kids were not scheduled to continue with full time childcare either so why was I was changed to full time enrollment status

  Customer response

  06/15/2024

  Company reached out to me directly and handled complaint well. 

  Business response

  06/17/2024

  We are sorry for the delay in the refund process. 
  The administrator who handles this was out of town and the email wasnt forwarded. 
  We have processed the refund. 
  Please let us know if there is anything further we can do to assist. 

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