Complaints

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The owner, ******, called and stated that ccms had ended and the workforce sent over a dismissal of services. She assumed I was taking my children out of daycare and had her staff fill my children's spots. NO ONE confirmed with me about my children so they assumed incorrectly and filled the spots. The owner put the blame on me and said "I should have been on top of this and communicated better with her and staff", but that works both ways. I am now struggling to find another after school program to pick up my kids. Her customer service in this instance was terrible.

  Business response

  11/21/2022

  I received a call from the child care workforce and was told that a families child care was being terminated within the upcoming week. So as the owner, I let the staff know we had 2 vacancies. Then 2 days before the families child care was being terminated we let her know that Thursday would be the last day we would be picking up her children after school. During that conversation she informed me that she was not planning on leaving our center, that she was just no longer participating in the child care workforce program. I asked her how long she had known she was not planning on participating in the program and she stated for a while but it was not a priority to let us know.

  I contacted the Director of the child care workforce program to inform her what happened and she stated it is the families responsibility to let the daycare know if they plan on continuing to stay enrolled if their child care gets terminated. So while the parent believes I should have contacted her about her continued enrollment with our center, it's not our responsibility, the responsibility is on the person occupying the spots. The parent knew she was no longer going to participate in the program for several weeks she could have emailed us, told us at pick up or drop off or send us a text message. We have over 300 families enrolled in our center, if we receive a termination on a family we assume they are leaving and contact the next family on our waitlist. There is no refund due at this time because she used the child care service that was provided for her until her last date, plus 2 additional weeks. We have placed the the family back on our waitlist.  

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