Complaints

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Friday Nov 24,2023 Dropped both kids off for four hours after they were closed for 36+ hours thinking it would have been sanitized. According to their website they take sanitation seriously and do not admit children with obvious illness. Took the kids back Saturday Nov 25th to finish Christmas shopping and picked them up after four hours and entered to a building full of obvious sick children. My children were completely healthy upon entering the establishment. Sunday my youngest started uncontrollably projectile vomiting as she had picked up norovirus. The only place they had been outside our home was giggles drop in care in ************, **. She then spread it to the rest of us and we have been bed ridden for a week, in and out of the hospital. This has interrupted my oldest childs immunotherapy for the second time. When we had a membership for my oldest child she was sick so often she could not go at least half the days of the membership. The owner was not willing to work with us on a refund and made us pay full price even though their negligence of cleanliness was the cause of my childs absence. Every time my children have been here they have gotten ill. When we returned for our children on Nov 25, I spotted at least five small children with yellow/greenish thick discharge coming from their nose. They did not uphold their policy on sick children which caused major illness in my children. I am seeking a refund for the membership fees I paid as well as recent charges from this past weekend.

  Business response

  12/05/2023

  We regret ******************** is dissatisfied with our services and facility and wish she had reached out to us directly to address these issues rather than online forums. We stand behind our companies policies and procedures which include health checks at drop off prior to children entering the main play floor and routine cleaning throughout the day.  
  
  
  In regard to her request for refunds, membership plans are purchased with a contract for services and carry their own fully disclosed conditions and terms. We are unable to issue a refund for plans purchased in 2021. Company policies do state no refunds are offered for services purchased or rendered. We have made an exception to this policy for the November weekend mentioned above and have issued a refund back to the cards used for those purchases. 

  Customer response

  12/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory but being made aware of how the owner handles things, I am going to accept their refund for the weekend that caused my children to become severely ill. An update for the business, the stool samples came back confirmed with Rotavirus. A dangerous condition that can be life threatening to children within the age range they provide care for and *************** should be taken to prevent further spread. 
  
  Sincerely,
  
  *****************************

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