ComplaintsforOhana Care

• Initial Complaint

  11/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Had me prepay for childcare. Had to quarentine due to Covid, business didn't communicate specific covid policy in due notice for the parent. Filled our childcare spot without notice. Asked for reimbursement /credit back from pre-payment - but I've been ghosted and ignored and possibly blocked.

  Business response

  12/01/2021

  please see attached 

  Customer response

  12/06/2021

   

  Complaint: 16159993

  
  

  I am rejecting this response because: 

  
  

  
  

  Ohana Daycare has not be truthful about payment policy. No notice was given of any late fee ever charged. I find this fraudulent and unacceptable to require pre-payment for services and Late Fees of a whooping $20/day for childcare Not preformed. Prepayment for services of childcare would make this payment Not late. Therefore, charging Late Fees of $40 is excessive and plain incorrect. I was never made aware of this such policy and charge until this response. ********************* can not provide proof I ever saw and signed a late fee policy. This is quite possible an attempt to reclaim my money as her own. I do think the family spent this considering they were just on an auto accident the month before. Another reason which leads me to believe she just needs the money is that she solicited me to purchase hair products from a company she jsut began to sell called Monat. 

  
  

  
  

  Ohana has not been consistent in the billing, often making excuses for sending out monthly invoices for "her own record keeping". It is not the norm for this industry to make Prepayments for childcare especially without a preferred policy. But this has in fact changed throughout the year. Nor was this how I paid when I first contracted with Ohana. I was not late on payments or nor wrote bad checks in the entire contract that would cause a demand for pre-payment. She can't provide proof of this claim either. 

  
  

  Refusing refund any funds and hold onto them for any extended amount for time, especially to a single mother while she is down sick with Covid-Sars 2, stuck taking care to quarentine and care for her children,  is professionally wrong and a complete violation of my health rights. No actions were made by this business to reach out for the concern of the child's well-being and welfare by the mentioned business. My child's place in daycare was presented as unavailable when I really need care and it was safe to do so. See attachment of emails and screenshots from CDC website that states how requesting negative tests goes against the guidelines. 

  
  

  To repeat, to deny a healthy child access to others because of a personal, yet flawed preference to handling a pandemic is grounds for discrimination. Having to defend myself against claims that I personally attacked someone is truly shameful with all considered. As a mother who depends on childcare to sustain and support my family, I was blindsided, discriminated upon, seen as a threat, backed into a defense corner, and had my prepayment taken any without a warning. 

  
  

  I asked Ohana to provide my balance and invoice in which she wrote she would provide for me in an email yet it was never sent. I never heard of a balance owed or a $40 late fee etc until this complaint was filed. Ohana admits to letting too much time pass before they responded to me. 

  
  

  I did call the local childcare regulations to complain because since learning of covid policies, I understood Ohana as not following the guidelines suggested for safety.. I complained there were hours posted in which visitors weren't allowed, which is a violation of rules and regulations. My child never had temperatures taken nor were masks or distancing ever implemented. To not follow guidelines provided by the professional organization nor CDC, and to go by their own preferences only singles out families and makes for unethical business practice. I subjected my 2 yr old daughter to 3 nasal tests within 1 week, in which the results were positive indicators of covid. The repeat testing of antibodies is not recommended by CDC as a means to return to activities, its the Time of first test exposure. Demanding a negative test from a recently exposed person is incorrect according to professional medical Doctors, HR management, CDC team and more.

  
  

  In my experience, this is not an honest or professional way to do business. I hope this complaint provides my experience with this company to be a guide for others looking for childcare. As a single mother hit by covid, this loss of a trusted reliable relationship deeply impacts by ability to work and provide for my children. I truly wish things were handled differently by this company. 

  
  

  Sincerely,

  
  

  ***************************

  
  

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

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