Complaints

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 12th I was told by *********************** she had 2 open spots available at her childcare facility and it could be for 2-3 days a week, or drop in. She said first to fill out an application and pay the fee would be given the spot. On January 19th I paid a $100 enrollment fee to enroll my son for drop in childcare at Pink Door Adventures (formerly little me learning) owned by ***********************. I paid $40 for her to watch him on 1/30 and $40 for her to watch him on 2/5. I reached out to inform her on 2/8 that I would be bringing him on 2/12 and 2/13 for childcare so she could invoice me. On 2/11 she contacted me to tell me she could not care for my child on 2/12 & 2/13 saying my child was not enrolled so she chose to enroll another child and no longer had room for my child. Considering my child was indeed enrolled due to her collecting an enrollment fee from me, and her replacing my son to allow another child his spot, I asked for the enrollment fee to be refunded since she only watched him twice (which I paid the $80 for) and then replaced his spot with another child without giving me any type of notice. She is refusing to refund me.

  Business response

  02/13/2024

  Shaelee and her family came to tour our Mother's Day Out program on January 12th. I gave them information about the two spots we had open for enrollment including the policy of our drop in services. I made it very clear to both Shaelee and her husband that drop in spots were only available while we were trying to fill permanent spots. Her husband even stated, "we will take full time if that is what we need to have him come here." After the enrollment forms were already completed by *******, I messaged her about what days a week she was wanting. She replied with her preference of drop ins if it was still available and I said, 
  "drop in is okay for now" (see attached). I never told her that our drop in services were a permanent spot on our enrollment. There have been multiple families that have used our drop in services, paid the enrollment fee, used us once or twice, and never requested a refund. Our policy is even written out on our website that she used to enroll her son stating, "this fee is nonrefundable and will be used for the purchase of teacher and classroom supplies." (see attached). The enrollment fee is for every student that attends our program whether full time, part time, or drop in. Her son attended school for two days where he participated in arts and crafts and activities that our enrollment fee goes towards. 

  We also have a policy about tuition and late payments. Our website states, "there will be one late payment allowed per semester. More than that will result in your child's dismissal from the program" (see attached). ******* had a declined payment for both the enrollment fee and the first time her son attended. These declined payments were weeks apart. Her card was declined due to insufficient funds multiple times (see attached). I was gracious enough to continue to let her use our drop in services without even charging the $25 late fee per incident (see attached). This policy alone gives our company grounds for the dismissal of her son coming to our program. 

  There will be no refund for the enrollment fee or the two days that her son attended. 

  Customer response

  02/20/2024

  I am rejecting this response because:   *********************** stated in the attachments I sent previously and will attach again that she had 2 available spots which could be chosen for 2-3 days or drop in. She told us several times that whoever was to fill the application out first would be given the spot. Per ****** previous response she is correct that my husband stated we will take full time if that is what is needed in reference to her stating there was only one drop in spot available, meaning if it was filled before us we would take a full time spot. She reached out to inform us our son was given a spot and asked which spot I wanted, which I replied drop in if the spot was still available. She sent an invoice for a $100 enrollment fee which was paid within 24 hours of receiving. After watching him twice, and payments being made by the due date (attached below) with the exception of 1/26 when I informed her ahead of time that he would not be present on 1/26 due to my sons uncle passing away unexpectedly. I did not allow the payment to go through due to him not attending and it being okayed by *****. When he attended on 1/30, I asked her several times to send me an invoice ahead of time as well as on 1/30 before and after picking him up. On 2/2 she finally reached out about the invoice and asked me to pay the invoice for 1/26 stating she would use that for the 1/30 drop in date so she wouldnt have to create a new invoice. I will attach conversation below as well as the invoice that was paid immediately following the conversation and in the notes she wrote This will be for 1/30/24 since he was not dropped off on 1/26/24. 
  on February 9th I texted ***** to inform her I would be utilizing drop off services on 2/12 and 2/13. She read the message and never responded. On Sunday Feb 11, I reached out again to ensure she had received my message in which she responded stating she decided to fill my sons spot with another child and I would be unable to utilize the services. We paid an enrollment fee and higher priced dues to ensure he had a spot and was only able to utilize services 2 times before being told we would no longer be able to utilize services with no explanation and no notice. Per my lawyers advice as well as the advice from a local childcare provider and owner of 8 years who also offers drop in services, I have been informed a refund of the enrollment fee should be issued due to ***** collecting an enrollment fee for a child that ***** is stating is not enrolled and not allowed to utilize services we paid for. ***** is scamming parents by collecting enrollment fees with the intention of not enrolling students. She is also violating health & safety regulations by not covering electric outlets with the proper safety covers, being on her phone while providing care for children, changing my childs diaper only once in a 5 hour period, and sending my child home with a bruise on his forehead with out filing an accident report nor informing me of the incident immediately as stated per the ******** ********** Regulations. 
  
  
  I am not asking for a refund of the $80 we paid for the drop in days, but for the $100 enrollment fee that was not used to enroll my child.

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