Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/25/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I registered my 7yr old Son for two weeks of summer camp with the explanation of animal explorations and sports. He was dropped off at 8:30am and sat there with no activity planned and no adult interaction until more children arrived. Young teens run the camp! They are not trained or experienced care givers in any way. My child said the teens play amongst themselves while theyre in the gym for sports and ignore the children or they are on their phones.It was a gorgeous 85 degree day and they kept them indoors all day and had a movie on.When I talked to the director the next morning he said the kids complain too much when they take them outdoors. This is unacceptable! After expressing my concerns to the so-called director my son told me The following day they handed him a tennis racket and he hit the ball with another child. There was no Councelor interaction or direction. He also stated some children bring their own toys and play on the gym floor for extended periods of time without Councelor interaction. I will not be sending my son back for his second week of registration and would like a full refund for both weeks. He did not get an animal exploitation experience or sports as advertised in the registration. This is false advertisement . When I picked him up he was playing tic tac toe!!!

  Business Response

  Date: 07/26/2023

  We appreciate you taking the time to voice your concerns regarding your child's experience at our summer camp. We take customer feedback seriously and are committed to addressing and resolving any issues promptly. We understand that our Program Manager has spoken with you today to discuss your concerns and explain the steps we are taking to remedy the situation. We would like to reiterate our commitment to providing a positive and engaging camp experience for all participants. We deeply regret that our camp team did not meet your expectations in terms of professionalism and engagement.
  
  To address these concerns, we have taken immediate action. Our Program Manager has reassured us that the remaining days of camp will be structured appropriately to ensure a fulfilling experience for your child. Additionally, we understand that the decision has been made for your child not to attend the second week of camp, and a full refund will be provided.
  
  We understand your disappointment regarding the "animal exploration" and sports aspect of the camp, as advertised. We assure you that we will thoroughly review our program descriptions and work to align them more accurately with the actual camp offerings. Your feedback is invaluable in helping us improve our communication and ensure that parents have a clear understanding of our programs.
  
  We sincerely apologize for any inconvenience caused and appreciate your understanding and patience throughout this process. We are committed to addressing and resolving all concerns, and we hope to have the opportunity to serve your family better in the future. Thank you for bringing these matters to our attention, and we value your feedback as we strive to provide exceptional experiences for all.

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 2037624
  I am rejecting this response because:

   

  I appreciate the reply however after my discussion with the higher up management representative nothing at the camp changed the following days.  He assured me someone would be present at the camp to supervise and advise the onsite counselors and on site director to make sure there was a structure and organization for the day.  My son expressed the on site director became agitated with the children and was rather unjustly and incorrectly disciplining young children with inappropriateness and threats.  my son was playing tennis and accidentally the ball went near the head counselor and he yelled and threaten my child telling him and others there will be no popsicle if he doesn't anything to bother him on a 95 degree day.  This is a lack of experience with children and a lack of training on behalf of kidstopro.  Also, teenage boys were in charge of young children.  they did not engage with them and were on their phones most of the camp day.  My son asked one teen to play tic tac toe with him during "arts and crafts" and he said no and continued on his phone.  This is unacceptable and I truly feel for the future children that *** be too young to bring this information home to their parents.  

   

  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/01/2023

  Dear *****,
  
  Thank you for bringing your concerns back to our attention. We apologize for the negative experience your child had at our camp. We understand the importance of providing a structured and organized environment, as well as qualified staff, to ensure a safe and enjoyable experience. We deeply regret that the situation did not improve as promised. We apologize for the inappropriate discipline and behavior exhibited by the on-site director and the lack of engagement from the teenage counselors. This does not align with our standards, and we will address these issues accordingly.
  
  To address your concerns and make amends, we have initiated a refund for your August camp purchase. We apologize for any inconvenience caused and appreciate your feedback as we continually strive to improve our camps. Please accept our sincere apologies for the negative experience your child had. Should you have any further concerns, please feel free to reach out to us.
  
  Best regards,
  ***************************
  KidzToPros **************** Manager

  Customer Answer

  Date: 08/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/19/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Enrolled both my kids for soccer, basket ball and tennis classes in *******, **. We had paid ~$750 for all the three classes for my 2 kids. We had paid it on 9/30 with classes expected to commence on first/second week of October.The business had commited to professional training of the above mentioned sports and atleast 2+ teachers. The classes were conducted in an unprofessional way and the instructors failed to take care of the kids - the kids were unattended to and kids were simply running around in the playground. Also, one teacher for 20+ kids when they promised to have atleast 2 teachers for 20 kids. Also, the teachers had no experience of the sport and some of them mentioned that they were walk-in tutors to just fill in and mere basic background check was done. Their professional qualification to teach kids were not qualified by kidz2pro management.A week into the program, we had complained about this to Kidz2Pro and wanted our kids to be removed from the program for a full refund. They verbally promised a refund. Afterwards they went completely silent and not responding. They said that the program manager overseeing East ******** would be contacting us and have not received any calls to resolve the problem. Kidz2pro has not taken any measure to resolve the problem. We have been having email communication and we get an auto-answer that someone will contact us - but ***** has contacted us.I seek full refund for the sessions as my kids did not attend the sessions and we had communicated the same via email and phone call.

  Business Response

  Date: 11/23/2022

  Thank you very much for taking the time to share your feedback. We are very sorry that your childrens' experience in class did by no means meet your expectations and we sincerely apologize that we have experienced challenges connecting you with the Program Manager overseeing the Fremont area. This experience does not reflect the quality of program and experience that we strive to provide for our families. Our Program Manager has attempted to reach out you but has not been successful as of yet. It is our hope that he can connect with you to discuss your experience and how to best proceed. We look forward to having the opportunity to address your concerns as soon as possible!

• Initial Complaint

  Date:11/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/17/22 I purchased online registration with KidzToPros for my children, ******************* and ******************* at ************************************************* for the following classes, a total of $720: - Wonder Robotics: Create and Code (9/7/22-10/26/22), $240 - Lego Robotics 1: Discover and Build (9/27/22-10/26/22), $240 - Creative Writing: Storytelling Adventures (9/8/22-10/27/22), $240.For Lego Robotics class, the business committed to providing instruction to build functioning robots using coding, sensors, motors, programming skills. My student built a simple robot only 1/5 sessions. No programming skills were used. She reported to me that the instructor did not assist the students but just sat in front of the class, and that most of the motors were non-functional repeatedly. For the remaining 4 sessions, my daughter sorted lego pieces by color so she'd have something to do. The company did not meet its commitment. For the Creative Writing class, on 3/5 sessions, the instructor provided no instruction or feedback on writing. The kids were given a writing prompt and just asked to write, without sharing or any feedback. This did not meet the advertised description of the class to provide instruction and guidance in writing. On the last session, the instructor left the class 15 minutes early and did not return. I happened to be on campus and found my daughter roaming the school with the other students. The principal was notified and the instructor never returned. I reviewed a notice that my daughter was "checked out" of the class, which she clearly was not. This was a huge safety breach.I have called the business multiple times during the sessions to request a refund, and filled out their online grievance form, with no follow up from the business. I request a refund of $720  for all three classes, including the store credit I received for cancelling the Wonder Robotics class, as I will not use this company again due to its repeated failures and student safety breach.

  Business Response

  Date: 11/11/2022

  Thank you for sharing your concerns. We sincerely apologize that your Childrens' time in class did not meet expectations. We always strive to provide the best possible enrichment experience for our students, and we are very sorry that we did not meet the **** in this occasion. We take your concerns and feedback very seriously and we will be processing a refund for the requested amount. You should see these funds return to your account within 15 business days. We hope that, with time, you will consider giving KidzToPros a second chance to provide an improved experience for your children.

• Initial Complaint

  Date:09/30/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business claims to provide a service, but has not. KidztoPros has been contracted in our school district and so far not only has my experience with this particular class been awful, but the same has happened to other families in other classes run by KidztoPros. This is all a scam!!My two children were enrolled in a Wonder Robotics: Create and Code class. They saw robots briefly the first day, but the instructors did not help the students or teach them anything. When a robot ran out of batteries, my older son asked for help and was ignored. The second week, there were two robots available for 20+ kids. My children spent the 2nd week watching ******* videos which is not allowed in our family and not what the class was supposed to be! The third week, I asked my son to request help from the instructors specifically and ask for a robot. He was ignored and played with chairs in a classroom that week. I spoke to one of the two instructors and emailed customer service. The instructor assured me that this is a misunderstanding and for the next week he would make sure my kids were in his class and he would give them robots. **************** said the program manager would get back to me. Week 4 was yesterday and my son asked for a robot 4 times, he was finally given one that was not charged and the instructor proceeded to play a game on his phone for the rest of the class. This is fraud, this is not Wonder Robotics. I called **************** yesterday and today and they are trying to give me a credit like I'd actually enroll in their garbage programs again. I will tell anyone and everyone what a scam this is and fight until our school district breaks their relationship with this company. They owe me a $480 refund.

  Business Response

  Date: 10/07/2022

  Thank you very much for providing your feedback. We are very sorry that your childrens experience was less than stellar due to the recurring technical issues involving the robots as well as issues with the instruction provided. This experience in no way reflects the type of experience we want of our families to have. Per your request, we will be processing the requested refund. Thank you again for your feedback and we hope, with time, you will consider giving us another opportunity to provide an improved enrichment experience!

  Customer Answer

  Date: 10/08/2022

   
  Complaint: 18149705
  
  I am rejecting this response because: my refund has still not been cleared and is not visible in my account. Also, this business is still failing to provide the service that they claim to provide. They continue to scam families and will not provide a refund to families unless they threaten to report them to the BBB. This business should not be allowed to continue to take money from families. Many families have pulled their children from the KidztoPros classes but haven't received a refund for their poor programming and inability to provide the service they were supposed to provide.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/10/2022

  I can attest and confirm that your refund is currently being processed and you should see this reflect in your account within 14 days of initial notification. Our Team is diligently working to make improvements at all of our after-school program locations and we are handling each and every complaint and concern as they are brought to our attention.

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18149705
  
  I am rejecting this response because: I am waiting until my refund is in my account. The previous response stated that my refund has been processed but may take 14 days to clear, however, I did not receive an email or other form of confirmation that a refund was ever initiated until this afternoon 10/12/2022. Also, although my children are no longer enrolled, my younger son was "checked-in" to camp and "checked-out" of camp today without actually being present. This is concerning as this company is in charge of caring for minors who are in their care. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/24/2022

  According to our records, your refund has been processed and an email was sent to you on October 12th, notifying you that this refund was complete on our end.  Regarding the other email notification, it appears that there was a technical issue that resulted in your receiving this email in error. We apologize for any frustration this may have caused.

  Customer Answer

  Date: 10/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is as good as it's going to get for my family. This company should still be looked into for for scamming families and not providing the service they claimed they would provide. Other families aren't getting their refunds only because they didn't take the steps to report them like I did. This company is making money off of their scam.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed my daughter up for a Roblox-Obstacle Courses afterschool program. According to the program info, students will learn the fundamentals of building and scripting within the Roblox Studio. My daughter has attended 3 classes and so far has done nothing. Kidz-to-Pros did not adequately prepare for the program and has not had the access to the internet or the number of computers needed. I called on Monday and asked for a refund and the person I spoke to said they would escalate the situation. I have not heard anything since and they have not responded to my emails. At least two additional people in the class have emailed as well. They received an initial email response saying they were looking into the situation but have not heard anything since. I do not feel I should have to pay for this program when they are not doing what they said they would do. While I am not happy with the company overall, my other daughter is enrolled in two programs where they seem to be doing what they said so I am not requesting a refund for those programs. Only the Roblox-Obstacle Course program.

  Business Response

  Date: 10/07/2022

  Thank you for providing your feedback! We are very sorry that your child's experience in this class has not met expectations. We have experienced some substantial and unexpected technical roadblocks that have greatly impacted delivery of this class, and for that we sincerely apologize. I was informed that our Program Manager reached out to you last week and spoke with you regarding the efforts they are making to improve the situation for upcoming classes. We will be processing a refund for the 3 classes that were negatively impacted. We are very happy to hear that your daughter is enjoying her other class and we hope we can provide your family a quality enrichment experience across the board moving forward.

• Initial Complaint

  Date:08/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Enrolled two 4 year olds in the robotics and engineering camp. There was no robtics and no engineering. The room was very hot and they fraudulently advertised the camp. This program is scam, there are no robotics, no engineering, it is a poorly managed daycare. They had a 19 yo as the camp director, very unprofessional people, they had little 4 yo wandering the ***************** on their own without a ***** to go to the bathroom, they leave kids in wet diapers and ****, they make the little 4 years olds do laps as punishment. And they sold my information to phone scammers such as from: Kids to Pros customer service is in ***** which and it appears they are selling customer info to the phone scammers because I was scammed and the geek squad scammers told me they got the info from kidztopros. This is a scam camp and the instructors on first day exposed everyone to COVID with symptoms and no regard for the kids health. I reported the practices to everyone and their lack of caring for my childrens health. They refused to refund after exposing my kids to COVID and they tested positive and were sick. This is a reprehensible program and I should not be working with kids.

  Business Response

  Date: 09/02/2022

  Thank you for taking the time to leave your feedback. We are very sorry that you are unhappy with your child's experience at camp. We take the health and safety of our campers very seriously and we have addressed your concerns with our Staff. I can unequivocally assure you that our company does not sell any of customers information in any way, shape or form, nor has there been any knowing Covid exposure on the part of our Staff. In cases of sickness, we happily offer and provide credit so that the camper does not miss out and can join us again when they are no longer under the weather.

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17766486
  
  I am rejecting this response because: you have not only shown no regard for the health and safety of the campers, but your camp is a scam. You have no real robotics or engineering STEM program, your coordinators run the program without any structure and kids instead are sent outside to play in 90+ degree weather and no one is checking for hydration or for sunscreen. Your program is awful and I will continue to let everyone know what a horrible program you have what awful camp coordinators you have. You deliberately do not issue refunds because you know the only way anyone knows this is from first hand observation. Why did the geek squad scammer that called me make a reference to your program. The geek squad scammers call center is also in ***** as your team is. mY KIDS GOT cOVID AFTER YOUR STAFF EXPOSED THEM AND YOU AWFUL PROGRAM DID NOT ISSUE A REFUND, why in the world would I want a credit I WILL NEVER USE YOUR SERVICE OR GO BACK TO YOUR AWFUL PROGRAM. I can only hope everyone reads this, when I saw a little 4 year old left alone to go to a bathroom by himself and he had no idea where to go, no one walked him to the bathroom and he started crying, all the kids were not taken to potty or diaper changed, all sitting in dirty diapers and underwear. Just a disgusting place- please if you read this don't make your child go through this. These are not nice people and when I saw camp coordinators make little ones run around the field because staff are missing and they have no idea what the ****** or activity is for the day. An absolute mess and i really hope your license is revoked.
  
  Sincerely,
  
  ****************

• Initial Complaint

  Date:07/25/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Kidz to Pros offered a Unity programming class for kids but this is a bait and switch. The computers provided would not run UNITY.The camp counselor did not know anything about UNITY.No instruction was provided. It's straight up fraud. Here's the class description from the website, but the kids just goofed around online instead of learning anything about UNITY."Students will learn and practice the basics of Unity using the ** scripting language. They will learn player movement with vectors and simple physics, and move on to integrating game objects and assets. Students will need to think through game level design and the bells and whistles of first creating a complete 2D game In the 2nd week, students will create a first-person, customizable game that will require them to master 3D character control and 3D models and animation control. They will use particle systems to create explosions and effects, and implement an AI for computerized opponents."Today on the first day of camp my kid's computer could not even load UNITY and the two kids who could load it received no instruction. None. The camp did not return my calls.

  Business Response

  Date: 08/05/2022

  Thank you for sharing your experience. We sincerely apologize that your child's time at camp did not meet your expectations. It is always our goal to provide the best possible enrichment experience and we are sorry that we did not meet the **** in this case due to technical difficulties and an instructor issue. According to our records, we processed a refund for your purchase earlier this week. We hope, with time, you will consider giving us a second chance to provide an improved experience for you family.

• Initial Complaint

  Date:07/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 15, 2022 I paid KidztoPros $391.20 for a camp called "Roblox - Obstacle Course" to take place July 5, 6, 7, and 8. On Saturday July 2nd, they sent an email reminder that families could not exit cars at drop off. I realized it made me uncomfortable and felt unsafe to not be allowed to enter the premises and see where my 8-year-old would have camp. I then looked up reviews of the camp to ensure safety and found shocking reviews, as highlighted below.These overwhelmingly negative reviews reinforced my fear of sending my son to KidztoPros. I called them first thing on July 5th to say I was pulling him out of the camp for safety concerns, and to request a refund. For two weeks I have attempted to get that refund, but they will not connect me with a manager, and will only offer a credit. They are not working to resolve the problem in an acceptable manner. I let them know I will not be sending my son to one of their camps in the future since they feel unsafe, so a credit is not sufficient. A refund should absolutely be given to families that have real concerns for the safety and well-being of their children. The negative reviews included things like:- Children feel unsafe - Camp allows people not on the emergency pick-up list to pick up campers without identification - Children are bullied without support from counselors - Covid precautions are "nonexistent"- Camp coaches belittle, insult, and are rude to campers - Coach refused campers water on scorching hot day, and wouldn't allow phone call to parents - Counselors neglect students to focus on their cell phones - Camps are cancelled or moved without informing parents - Staff and program management disorganized and unresponsive to needs - Experience is chaotic and disorienting, not what course list describes - Inadequate number of counselors and supplies for programs The list goes on...https://www.activityhero.com/biz/kidztopros/show_section?section_type=reviews I appreciate your support!

  Business Response

  Date: 07/25/2022

  Thank you for providing your feedback. Our refund policy is as follows, which is clearly stated at the time of purchase as well as in confirmation/welcome emails:

  Registrations cancelled at least 30 days prior to the start of camp will receive 100% refund, credited back to your payment method on file.
  Registrations cancelled between 14 and 30 days prior to the start of camp will receive 100% credit to their KidzToPros Wallet only.
  No refunds or credits will be provided for cancellations within 14 days of the start of camp.

  Unfortunately, the request was made to cancel enrollment on the first day of camp, well within the 14- or 30-day window. Due to the concerns expressed, we did make an exception and provided credit, so that family could participate in any other of our enrichment programs at a later date, when they felt more comfortable.

• Initial Complaint

  Date:07/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son was signed up to attend the camp June *****, 2022: MakerSpace: Vehicle, Structural Engineering + Play it all Sports. On day one of the camp, the director of the camp had not received any information from corporate with a list of students that should be in attendance. So therefore, this director knew nothing pertinent to my specific childs possible needs with food, allergies, or medication, etc. The director had absolutely NO record of what children were supposed to be there. That is unbelievable and shocking to me. The director was the only adult present. He did not have a ****** plan or materials scheduled for the day pertaining to the specifically advertised camp. He actually said he wasnt even sure what he was going to do with the kids that day. I signed up for this camp specifically due to the interest of my son. Vehicles, structural engineering & play it all sports was not at all provided/planned for or I was given a false description, therefore the listed services, that I paid for, were not provided. There were also children present that were much older than the 4-6 year old age range. I was absolutely not comfortable nor did I feel it was safe to leave my child with one adult who had no information on my child and was not even aware he was supposed to be there. I did not leave my son at this camp and he did not attend at anytime, because I felt it was unsafe. This was absolutely disorganized and so disappointing. I have been asking for my refund of $263.20 without any result. I have spent a lot of my time working on this without any progress or a resolution. The customer service continues to tell me that a manager will contact me and or it has been escalated to manager with NO response for over 3 weeks! I am VERY disappointed in the customer service and response I have gotten from them. I am asking that you make this right and refund my payment of $263.20. I paid for a service that was not given as stated, therefore a refund is justified.

  Business Response

  Date: 07/19/2022

  We sincerely apologize for the delay in response and that you had an initial negative experience when coming on campus. Our Program *************************** attached) reached out on July 13th to discuss the situation and let you know that we had made substantial improvements to the camps taking place at this location, including staffing changes. As the Parent chose not to attend and instead cancel, we proceeded by adhering to our cancellation policy, which states that "No refunds or credits will be provided for cancellations within 14 days of the start of camp."  Due to the issues experienced, we did extend the offer of a credit so that we can have a second chance to provide a quality camp experience and demonstrate what improvements have been made. Our **************** Manager and Director of Operations also reached out to discuss the matter and express that, due to our policies, we would be issuing a full credit to be used for a different camp or enrichment program.

  Customer Answer

  Date: 07/19/2022

   
  Complaint: 17558855
  
  I am rejecting this response because:

  
  

  Thank you for acknowledging the bad experience we had, but as stated, the camp I paid for was not provided, so the only acceptable solution is to provide a refund. You wrote, As the parent chose not to attend and instead cancel, stating you then chose to follow the cancellation policy. I did not choose to cancel. The listed services were absolutely NOT provided and it was an unsafe environment considering the camp director had no information about my son or any other children present. The policy does not apply here. Your listed camp services were not offered, so this justifies a full refund. I will never be comfortable sending my kids to your camp following this experience, so the credit offered will not work for me. A good business should back their services and provide adequate customer service including refunds when errors are made. This didnt happen here which is shocking and why I felt it necessary to move forward with my complaint. You still have a chance to make it right by refunding the money I paid for services that were not given. 

  
  

  Sincerely,
  Katy Sheets

  Business Response

  Date: 07/26/2022

  Based on your experience and the fact that our camp and staff was not adequately prepared to provide the program you enrolled your child in, we will be proceeding with a full refund. You will see these funds be returned to your account within 14 days. Again, we sincerely apologize for this occurrence and please know that we have made substantial improvements based on the feedback you have provided. Thank you!

  Customer Answer

  Date: 07/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Kidz to Pros has agreed to issue a full refund due to their errors.  This was the only acceptable response due to listed services not being provided. I am also hoping their improvement efforts will resolve future issues for other customers.  It is just unfortunate that it took this long and so much of my effort to receive the refund. Thank you Better Business Bureau for your assistance in this. 
  
  Sincerely,
  
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