Complaints

• Initial Complaint

  06/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The daycare director is not a suitable person to watch any children. Not only is the surprise fees misleading and fraudulent; the place must be dirty and never cleaned because my baby caught the first cold of her young life in there. Then the director sends my child home saying that I must be the reason why she is coughing. Then she still demanded biweekly payment upfront even though I had to take days off at work and my child had to stay home with me. In total, we have paid for 6 weeks in advance and she has had the baby for 3 half-days during 1 week. We also paid a registration fee and a holding fee and then she tried to add on another fee that would’ve doubled the weekly rate on her website. If I wanted to pay that much I would’ve found a real daycare not someone’s converted home. She mad verbal agreements with us on zoom and then backed out on everything after she got our money. There is no reason she should be allowed to keep the money for this poor quality service, misleading contracts and always changing staffing. I want a full refund or I’m going to escalate this to the highest level I can reach. I’m from NY and I won’t be played with by someone from DC because they think I’m too far away. The staff don’t even wear masks but they don’t let parents enter the building. There’s just so many red flags after the check cleared that we don’t even feel safe bringing our child to them and the questionable staff that she has watching your child. The neighborhood has drug use and prostitution happening right around the corners. The staff don’t follow meal plans and the baby was always stressed out and crying at pick up. She said we could try it out for one week and if we don’t like it, get the refund but she doesn’t answer phone calls or texts messages or emails. I even called the staff to get a message to her. If she ain’t dead, this is wild unprofessional and unacceptable for a person in charge of children.

  Business response

  06/30/2022

  From: LaTrell F******* <**********@******.com>
  Date: Thu, Jun 30, 2022 at 9:47 AM
  Subject: Fwd: Termination Letter **** ******* ****
  To: <*******@mybbb.org>, LaTrell *. F******* <**********@******.com>, LaTrell F******* <*************@*****.com>
  
  PLWHCC had a contract agreement with the mother **** ******* the father was not listed on the documents because the mother **** ******* was trying to get childcare assistance and the father was upset because I talk to him about vaping and smoking in front of the daycare and talk to him the importance of 2nd hand smoke and the infant's lungs are not fully developed she starting getting sick with a runny nose and when they took her to the pediatrician she had an upper respiratory infection which was caused by him smoking around the infant.  I have been working and caring for children for over 20 years and never had a child get sick I was just nominated for ***** accredited Provider of the Year I was a finalist and had to go to San Francisco, CA to be honored.  I informed the mother I would not be able to receive texts, emails, or calls because I was at the ***** Conference 2022 and if they had questions or concerns regarding payments and hours it will change from $255 to 297.50 my rate is $350 a week and miscalculated the price.  I even tried to get her assistance from ********* ***** and *** Subsidy and she did not meet the eligibility requirements so I had informed her that the rate would go back to $297.50 whether she got assistance or not and she did not want to pay $42.50 and on the June 15 she paid $255 and asked me could I give them a discount and I told her I had already discounted and her payment of $%10 was due on June 15, not $255 everything was in the contract agreement then she put a different time in the box after we had already agreed that her hours would be 6 am-3:30 pm.  I sent an email to her and CC  *** ******* and I called her and she did not answer to tell her would not be available instead the mother kept calling the staff and instead of calling **. ******** then the mother gave the teachers number to the father without teacher's consent.  I also was nominated in 3 categories in ********** ****** Magazine for Childcare, Summer Program Camp, and School & Education for our STEM.  My facility is clean and spotless there was not an issue until he came from NY and asked for discounts on tuition.

  Customer response

  06/30/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I am writing to request a refund for services not rendered. I paid for childcare services for my child, *****, on June 15 for the remainder of the month. *****s last day in your care was June 9. We kept her home June 10-June 17 because she starting experiencing cold symptoms. Although you kept expressing, she is teething or has allergies, we found out from the pediatrician that was not the case. Also, we, her parents had gotten sick soon after. The pediatrician said we could return ***** once she had gone 24 hours without a fever. You disagreed and said she had to be completely asymptomatic.

  
  

  I contacted you June 21, by text message to confirm that I would be dropping ***** off a 6am and that I would pick her up once I got off at 5. To which you replied, I must pick her up at 3pm. I responded that was not possible since I work until 5pm. I then requested that you give me a call ASAP. On the evening of June 21st, you stopped responding to our text messages and phone calls. We couldnt even discuss with you a plan for June 22 and the rest of the week. 

  
  

  Due to your silence, we had to find last minute alternative childcare. We didnt have a plan for the 22nd so of course I didnt bring my daughter to you. 

  
  

  Im requesting a refund from the time you decided you wouldnt respond to us. You emailed the 22nd in the morning as I was already heading to work letting us know that you, the main provider, would not be available until June 27 and that you would charge us for each additional hour after 3pm. Oh yum  You told us to contact Mr. F*******, which we did and got no response. Without proper correspondence from the person that would be responsible for our child, we decided we could not bring ***** to your daycare.

  
  

  We are also requesting a refund for the $250 paid that you said would cover materials, equipment, linen, toys, and backpack. We provided the backpack, diapers, wipes, food and milk for *****, despite you saying some of those items would be provided. You blamed your staff for using all of our diapers just like you put fault on Mr. F*********** for not responding and you put fault on the staff for not properly preparing *****s bottles.

  
  

  Because of the above mentioned we would like a refund for services not rendered.

  
  

  Thank you,

  
  

  ************************* and *************************

  
  Regards,
  

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