ComplaintsforSteve & Kate's Camp

• Initial Complaint

  08/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid a discounted rate for a full summer at ******************************** We intended to keep my oldest there all summer. Following an ongoing issue with inadequate supervision by camp counselors, my son was repeatedly cornered by three boys using chairs to trap him against trash bins. He escaped, only to be penned in multiple times, with counselors not responding to the scene during any of this. On his 5TH escape attempt, the boys brought a chair down on his head. At that point, the counselors came over when my son was yelling and kicking at the boys to free himself and ejected from camp for the day. Given that we no longer believed our boys were safe at the camp, we did not send them back. I asked that Steve and ****** honor the rate we purchased when we committed to the camp for the summer for our oldest ($65.63/day) and $105/day for our other kid. We requested $3570 total. The camp would not honor our contract and only refunded $2940, a difference of $630. We request the balance.

  Business response

  08/20/2021

  We at S&K investigate and document each and every incident carefully and extensively. After a thorough investigation with all parties involved, we determined that your children attended our DCNorthwest summer camp location. We pride ourselves on ensuring that we keep families safe not just during this pandemic but in every sense of the word. All our directors and counselors have been trained on regulations and best practices to ensure the safety of our kids, families, and staff members. 

  You purchased a flat-rate Summer **** (Early-Bird Promotion) and were refunded according to our policy and procedures outlined in your contract, when you opted to exit the program. Your refund was issued promptly and we encourage you to re-read the flexible and fair fee policy here https://steveandkatescamp.com/dc-northwest/#fees and recalculate.

  You did receive, in good faith, an additional $315 (the cost of three days of camp) and an invitation to a free week of camp on us, a value of $525, at any of our 2022 locations. We hope to see you again soon.

  Customer response

  08/21/2021

   
  Complaint: 15748656
  
  I am rejecting this response because:

  Your standard refund policy applies in standard circumstances (eg when families decide they want a mix of camps or go on vacation). This was not standard. We exited for cause. Our child was mistreated by campers and a counselor for weeks, culminating in him being trapped by three kids and having a chair slammed onto his head. Counselors failed to intervene (or even observe the protracted episode). You now ask us to be financially impacted because of your negligence. Unacceptable.

  Because we had committed to a full summer at S&Ks, we forewent other discounted camp options. In our scramble to find last minute coverage for Desi, we ended up paying more money for fewer hours and having to take leave from our jobs to bridge the gap. We ask for your to honor the rate we paid to cover some of that extra cost we had to pay; again, due to the camp locations unsafe environment.

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

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

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