ComplaintsforCatalyst Family Inc

• Initial Complaint

  11/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My children were enrolled in the ******** Family Inc.,summer program for 1 week in August 2022. In that week, no behavior issues and only positive reports were given. We decided to continue child care through ******** Family ***** in their ******** Kids program at ******* *********** On August 18th, my children were enrolled in the ******** **** program for the regular school year and the fees ********* were charged to my credit card. At the end of the school day ******* the lead child care personnel at the site, ****** ***** ("Ms. ****"), called my husband to pick up our ******** son (his ****** was ********* in the enrollment paperwork) right away. She informed my husband that our son would not be allowed to return to the program unless we could arrange for a third-party adult to supervise him while at the daycare center. We were expected to find and pay for additional care services on top of what was already paid to ******** **** for child care. This requirement is not mentioned in the ******** **** agreement, nor is it reasonable to expect parents to essentially pay double for child care services. We expressed our disappointment with the lack of support staff, the lack of notice that our ****** ******** behavior was an issue, and the condition for my son to have a paid 3rd party adult to continue attending ******** ***** On August 19th, I spoke with Ms. **** and she advised me to email the bookkeeper, ***** ******** to receive a ******** refund since my children only received one day of child care services. My husband emailed Ms. ******* on August 19th and August 29th and she failed to respond. Ms. **** stated she had completed the necessary paperwork for us to receive a refund. Ms. **** emailed Ms ******* stating they should only be charged for Thursday, August 18th. They did not attend any time afterwards," with no reply. We did not cancel services, ******** **** unilaterally *********** our son. Contract item 12, clearly supports the argument for a refund.

  Business response

  12/15/2022

  Business Response /* (1000, 5, 2022/11/21) */ At Catalyst Kids our programs are committed to providing high quality, programs that focus on supporting children and families. We are also committed to providing programs that support the inclusion of children with different abilities. There may be instances where our staff determine the program may not fit a child's specific needs and for the safety of the child and other participants, we request parents provide an aide for additional support. At Catalyst Kids we provide a group enrichment experience with a ratio of 1 adult to every 14 children, this limits our ability to provide one-on-one care. Our fees are due at the beginning of each month. In this case the family was charged the monthly tuition at the time of registration per their signed agreement. Once it was determined the program was not a good fit for their child, our billing specialist submitted a request to make an adjustment to the monthly fees for August. The adjustment was made on the account and the family account shows a balance for one day of drop-in care instead of the monthly fee. There is no refund due. See the attached family account ledger. Consumer Response /* (3000, 7, 2022/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not agree with their response. My credit card was charged the full amount ******* on August 18, 2022. As of November 22,2022 no reversal of charge or prorated refund ********* has been made to my credit card. Catalyst Family Inc ledger shows an "admin credit" of ******* on September 22, 2022. My credit card statement does not reflect any such credit. In good faith, Catalyst Family Inc should reach out to my credit card company and provide the proof of credit as indicated in the ledger. Business Response /* (4000, 9, 2022/11/29) */ Today ******** we called our payment processor *********** who informed us of the status of the dispute. We were unaware that ********* responded to the dispute and funds were settled in our favor on ********* Further that the case went to prearbitration and was awaiting our response by ******** Today, we requested Heartland to close the case and settle in the family's favor. They said they will debit us and credit the family for the ******** It may take up to 7-10 business days before they see the funds returned to their account.

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