ComplaintsforChildren's Learning Adventure

• Initial Complaint

  12/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  June 2023- Dec 2023. My child has attended the children's learning adventure for the last 3 years. She receives tribal assistance along with our payment. In June 2023 I was told she had received a $700 credit from tribal and I had credit. Every time I asked her account I was told it was fine and tribal normally deposits on certain days. I called corporate multiple times to resolve her account and it was never returned. the day care itself also called no response. in September I called the corporate office again as I was worried about a high balance. It was then that I was told " the money was allocated incorrectly, and you now owe us $1900 and as of today you child is suspended." I called corporate and it's blame game for 2 months between us and tribal VS corporate. After 1 month of going back and forth a payment plan was offered to us , we were able to get paperwork going and then I was told it needed to be approved. Today I received a call that the owner denied the payment plan and that $1700 would need to be paid before my child can return. I told ****** that we were super upset as I had been monitoring my child account since June. I have told them that as accounting them allocating money into the incorrect side was an error on their part. I have worked and done everything they have asked us to do and was still denied. I truly believe my child as a tribal member is being discriminated against, I was told to contact the tribe and see if they can pay her balance. I did reach out to tribal and the day care as well, even asked if this could be adjusted and I was told no. Now we are left with no child care plus a $1900 bill due to an error on the accounting side.

  Business response

  12/19/2023

  To the Better Business Bureau:
  This statement is in response to matters raised by Ms. *** ***** in her Statement of Problem is submitted by Children’s Learning Adventure.  *** ***** statement ignores the fact that she knew that the credit she refers to had been applied to her account in May and June 2023, yet she continued to receive services for which she did not pay until the end of October 2023.

  *** ***** has used our facility for care of her child since 2021. She receives assistance from tribal funds to cover the cost of the care. The tribal assistance covers a portion of the daily cost based on actual attendance.  *** ***** was/is. *** ***** or her spouse  signed off on a monthly summary sheet detailing the number of days attended and the amount owed for the month.  The signed summary sheets, along with daily attendance sheets were submitted to the tribe to determine the amount of the tribal payment.

  In May 2023, *** ***** received a $700.00 credit from the tribal funds covering October 22-March 2023.  Our ledger shows that the credit was applied to *** *****’s payments in May, 2023 and partially against the first week in June 2023.  *** ***** was aware the credit had been utilized by the week of June 1, 2023.  She made a payment on June 16, 2023 to reduce her outstanding balance and another payment on July 3, 2023 to bring her account current.  She made a $100.00 payment on July 25, 2023 bringing her outstanding balance to $276.27. She made no payments thereafter, despite continuing to sign the summary sheets acknowledging the days her child attended and that amounts were owed.

  Calls about the credit, which she knew had already been applied, were nothing more than a diversion from the fact she was accepting services and not paying for them. After months of not making payments, she was informed at the start of November 2023 that services could no longer be provided as her balance was in excess of $2000.  Despite discussions, she did not want to pay and did not want a payment plan.  In December she came back trying to obtain services again. She was now willing to discuss a payment plan, but the requested terms of repayment were too low and would take too long (34 weeks).  Ms. Reyes would not agree to higher payments and a shorter repayment period.  At this time, she still owes the balance of $1742.00 for provided but unpaid services reflecting adjustments for services not provided in November 2023.  Attached is the pertinent copy of *** *****'s ledger  with highlights showing the credit, its application,  the payments in July 2023, another small agency credit payment in October 2023, and the amount owed at the time service was discontinued. 

  Customer response

  12/19/2023

  I, as the parent, was the one who initiated the recollection of ******** account. Back in May i also received a credit and i had paid $300 out of pocket for 2 days later my account have credit. In June  and July , ***** told me not to pay as i had a credit. In August, i was the one who kept questioning the account, again i was told to call corporate which i did. I called corporate multiple times to check on her account and nothing was ever done. This was not to deflect or not to not pay for services as services have always been paid for ******. This was the ONLY time we had a problem with accounting. I did not agree to the payment plan as i was to pay the copay plus the difference plus the $50 payment which made it un-doable for my single income family. I was also working with tribal to see if i could get funding to help pay for this balance, which at the end of day was done incorrectly by the billing office at corporate, because again i was told to call corporate as everything is handled at corporate and not the daycare themselves. . I did everything in my power to get everything to good standings. Back in October after nothing was resolved, ***** ( billing at daycare) and my self went to ***** as this was not ok with me, every time i went in, i asked, and every single time i was told to contact corportate. Every time she checked there was  $0 balance on her account. ***** also reached out and they were looking into it. Again i reached out again and was finally put in touch with ******* this was MONTHS after. Again we had never not paid and this was not because of us not wanting to pay, but for us to pay what was actually owed. I am not ok with painting us as receiving free services and us not wanting to pay when it was me who called every single month to sort this out. ****** did tell me that this should have NEVER gotten this far and everything should have been cut off after a balance of $300 was accumulated. ***** and tribal both have stated this is not the first time this happens with Tohono children. I had multiple conversations with ***** and would check in consistently with her for updates on any calls from corporate. The balance is due to the fact due of billing department not applying the funds correctly, this is how the whole mess came into being , and myself as the parent looking for straight answers. At the end of this all my child is the one who lost. I am attaching an email from back in August when i started to question her account, and where tribal started sending me where they were paying, and these funds being allocated incorrectly promoting a $0 balance on my childs account. 

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