Complaints

• Initial Complaint

  04/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  One the morning of Tuesday, April 19, 2022, my three year old son ****** was dropped off at his daycare center clean, fully uniformed and in a proper healthy manner. With the upmost disgust, when a ****** was picked up for dismissal around 5pm he was returned with only a T-shirt and pull up on. The state in which I picked up my child is contrary to the daycare centers guarantee:to provide every scholar a nurturing, positive, safe, and developmentally appropriate learning environment that creatively and innovatively stimulates their educational experiences.I have reached out the the school on several occasions to understand how this issue has been or will be resolved according the the policys and procedures however, I have not received response. I have been more than patient through minor acts of negligence however, this incident is alarming and I am concerned for the safety of the children in care.

  Business response

  04/29/2022

  In response to the customer's complaint, please see below:

   

  April 20, 2022
  The customer reached out to our Director Wednesday, April 20,2022,  via phone and was advised an internal investigation would be launched. After speaking with employees on duty April 19th, it was determined the child soiled his clothing late in the afternoon.  In compliance with our policy, employees placed the childs clothing in the washing machine to ensure he would be returned to his parents as presented that morning.  While we ask all parents to provide a change of clothing for their children in the event of accidents, there are occasions when the childs spare clothes are not available.  The Director made attempts to reach the parent via phone to share investigation findings April 20th and was not successful.

  
  April 21, 2022
  The parent emailed the Director April 21, 2022, at 3:32 PM stating she had not heard back from our center and made further uncorroborated assertions regarding his care.  The Director responded to the email at 6:14 PM and shared she had made multiple attempts to reach the parent to share investigation findings.  In the email, the Director apologized and informed the parent the employees involved had been addressed in alignment with our policy. See below

  
  Good evening Ms.Verelien. I am sincerely sorry that you have experienced this. I have attempted to contact you multiple times since the occurrence of this incident. Nevertheless, the situation has be handled to the fullest extent. I will contact you tomorrow as soon as I enter the facility in which we can sit down and discuss further actions to accommodate for the matter. Once again I am very sorry that you experienced this form of care, this action contradicts our mission.

  
  April 22, 2022
  The customer responded to the Directors April 21st email at 8:20 AM stating she missed her calls and the best way to communicate was via email.  The customer further stated that she did not feel she gained resolution and wanted to know our companys policy for how personnel were addressed.  See below
  Good morning,
   Thanks for your response. Due to scheduling I mustve missed the calls. It is easier to access me via email at this time please and thank you
  I am unaware of how this situation was handled, I dont recall coming to a common understanding of the incident that occurred on Tuesday.  As I previously stated, I would like to set up a meeting with leadership of the school and a representative of the school board to verify how to rectify this negligence. As a parent of the community I am not satisfied with the institutions approach in regards to this matter, I lack a sense urgency for the concerns and how this is being handled. As requested please provide the schools policys and procedures for situations in this nature. 
   Kindly,please provide the name of the staff that my child was isolated with on April 19, 2022. Following that information I am requesting the camera footage from this day as well. 
   To conclude a in person meeting is what Im requesting. Please let me know a date and time that works for you, any staff members involved that day, head of school and a Board member.
  
  The Director replied to the customers email  at 9:56 am asking her to provide a date and time convenient to her schedule to meet as requested.  The parent responded with a proposed time for Monday, April 25th.

  
  April 25, 2022
  The customer emailed concerns to senior leadership. However, and unfortunately, the email was delivered to the spam folder.

  
  April 27, 2022
  The customer met with the Director and senior leadership and  stated no one made attempts to respond to her concern and she never received any emails from the Director.

  
  Nonetheless,during the meeting the customer was advised of our policy and was again apologized to for the customer service experience. While it is our policy to wash a childs clothing when no spare clothes are available, it is also our policy to contact the parent to make them aware. The apology was not only for the experience, but also for failure to contact the customer via phone. The customer was also again advised that not only were the employees reprimanded,but were also retrained April 26, 2022, by a certified state agency trainer to ensure policies and procedures were strictly adhered to.
  It should be noted it was never our intent to provide an unpleasant experience. We truly endeavored to ensure the child did not remain in soiled clothing. Per the customers complaint, what occurred is misaligned with our mission. We deeply regret the occurrence, understand the customers concerns,  and have taken the  steps outlined below to address the customers experience.

  
  1.  Addressed involved employees
  2.  Reviewed policies and procedures with involved employees
  3.  Engaged state regulatory agency to facilitate additional training
  4.  Apologized to the customer in writing
  5.  Apologized to the customer and child face to face
  6.  Assured customer the events experienced would not occur again

  
  Regarding the additional assertion, we have reviewed video and are not able to substantiate the claim. We are open to further discussion.

*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. ↩