Complaints

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• Initial Complaint

  Date:02/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/6/23 I Spoke to the Owner ****** at 12 noon by phone to check on ***** my daughter, no issues (with/about me) were discussed. I picked ***** up around 4 and ****** the caregiver told me that ***** would need food for the rest of the week. I was at home and @430 pm I received a very rude and condescending message from ***** the Owners daughter on the app telling me not to speak with other parents that a mom told them I contacted them on Facebook and made her uncomfortable. I have spoken to several moms of the daycare i have met through Facebook and ALL of them still contact me to this day so her message made no sense to me. I told her I didn't appreciate being told what to do, she then sends a message stating that they've done everything to make me happy with my child. I was confused by this and Asked were they kicking her out, NO REPLY. I asked several times on app, I called the owner several times to no avail, texted her several times with no response. I explained to them that I had to care for diabetic children the next day and needed to know so that I could make arrangements because I had paid for the week already, I showed up for 7am like usual on 2/7/23 to drop my daughter off and her daughter ***** stood at the door and allowed me to take my child out and get the diaper bag before she told me they would no longer care for ***** and handed me a garbage bag full of my child's things. I explained to her about the diabetics and I had no one to care for them and she stated "Thats your problem". I asked for my money back for the week and she said i would get back $50 and thats it because I owed money, but on 2/2/23 the owner texted me after my payment stating I had a $50 credit. I missed a whole day of work because they wanted to play games and laugh about that morning. They could of answered me the evening before so that I could prepare for someone to watch my child but they denied me that right. I want $130 for work day missed and $120 for tuition

  Business Response

  Date: 02/23/2023

  To whom it may concern, ***** has attended our facility for a few months now. ****, the complainant, is someone who can never be made happy. She has told us to feed ***** baby food at certain times then came back upset over feeding ***** at those times. Then at times would claim we didn't give her baby food, then we would send pictures of the baby food being given and she would say "I believe you." but then shortly after make claims again. We have 4 babies in the room, if we we're tending to the children instead of answering her she would claim again we we're not feeding *****. We would assure her we just haven't had the chance to update the app yet since we are caring for the babies in the room. Almost everyday it was something new and she was not happy. On 2/3/23 after ***** was picked up **** made more false claims on a new worker. We told her we would watch camera and address the claims. On Monday 2/6/23 when we returned we did watch camera and found the claims **** made to be false, again. An hour later we had parents at in the daycare come to us about being uncomfortable because they we're receiving Facebook messages from **** bashing the daycare and trying to get the other parents to join in. The parent did not feel the same way about our daycare and stopped opening messages and came to talk to us about it while **** continued to message the parent. The parent said she did not know even know **** and did not understand how **** knew the parent's name but was trying to remain nice but felt very uncomfortable. We told the parent we would speak with **** about it and that we were sorry. On 2/6/23 **** came to pick up *****, our morning worker(who has been at our faculty for awhile now) opened the door for her. **** then went into the room to get ***** and told our worker that she was upset that every time she comes to the daycare there is a new person. We then did message **** stating that the girl who opened the door for her was not a new worker, we also then did address the concerns from the parents about being uncomfortable nicely. We we're not rude, just that our goal is to make sure all of our parents are comfortable while at our daycare and maybe to just ask the parents first before sending Facebook messages to them to confirm they're okay with it. (we have all messages saved) She then very rudely responded that she could do whatever she wanted. We at this point felt there is no talking to her calmly, especially in messages and that we felt this isn't the daycare for *****. At this point it was putting unneeded stress on our workers and other parents. We messaged her that maybe this isn't the right center for her since we try very hard to make her happy but sometimes it's not a good fit, and that we were sorry. After her response to that we decided it was best to explain our letting go of ***** in person to ****. On 2/7/23 **** arrived to drop off ***** where we did try to explain our reasoning of asking her to find a different childcare. We never told her "That's your problem" as we have the whole thing recorded to cover ourselves because she has proven to be an un-honest person. She then did start using cuss words and started screaming at our workers that they we're mentally unstable, we knew at that point there was no getting anywhere with the conversation especially with other children and parents present during the exchange. We informed her then that we would be refunding the $50 credit she had for the week (even though ***** had attended 2/6/23 so she technically received this day for free.)  She then posted on Facebook discriminating against our workers sexual orientation. We still refunded the $50 credit and gave her 2/6/23 free of charge. We love all of our kiddos and workers here and we hate that our childcare center wasn't a good fit for **** as we truly did love *****. We will not be refunding the $120 for childcare as ***** did not attend our childcare that Tuesday-Friday nor did **** pay for it, once again we gave her that Monday for Free already.

  Customer Answer

  Date: 02/23/2023

  
  Complaint: 19367715
  
  I am rejecting this response because: First off, being a parent, going to the owner with a concern about my child is totally normal and I would love to see the video of 2/3 where there was a new worker in the baby room they HAD NOT told any of the parents about that was on her cell phone texting the entire time.  Also, Their worker ****** who has been known to start drama with parents, even other workers there (I also have their messages) seems to not tell the whole truth.  I NEVER asked who the girl who opened the door was.  I asked ****** her name because I had simply forgot(again, didn't know it was a crime), if video is watched you would see us smiling at each other in the exchange.  Also, on my personal FB I have NEVER made any comments nor post about someone's sexuality there, one I don't even know who and I would like to see proof of this.   Also, regarding the parents, I messaged 2 moms asking if they were having any issues there to see if it was just me and it wasnt.  They both voiced concerns.  One stated a worker wasnt changing her sons diapers and was fired for it.  The other voiced concern about feedings(same as me) and even texted me info on how we could report them to the state.  I also have all saved messages and text messages with these moms so it wasnt one sided like their making it out to be,  They took it as bashing but it was moms talking privately away from the daycare about our kids.  The owner's daughter seems to think she is entitled to tell people what to do on the own time away from the daycare even when my child wasn't there.  And as far as the day they kicked her out, ***** had no issues messaging me paragraphs fusing at me like I was a child about speaking with the moms etc but couldn't simply respond (" Yes, please find another daycare for *****").  I also was not screaming and when 2 parents showed up to drop their kids off I moved out of the way and waited until they left to return speaking NOT yelling with *****. My son was there and recorded it on his phone.  ****** who is a simple worker there was behind her arguing with me as well, instead of watching the kids that were there (her job)  And for the comment on me messaging them on the app.....THATS THE POINT OF IT LADIES!!!!!  Is for parents to communicate with them.   I had days that they acted like they never cared for a child in their life and were messaging me on it while i was at work all day with, ( her belly is hard what can we do), (she hasnt pooped today), (She feels warm but doesnt have a temp), But as a mom i made time to respond even though some of them were ridiculous, one of the other moms even stated they do the same to her and make her feel like they just want her to come get her son all the time.  Also, I have nothing to hide, but the owner went back after my complaint with BBB and deleted all messages between her and I on FB which she even herself made comments about staff not doing right.  I also pay for the week a week before.  I made a $300 payment($150 wkly) for the week of 2/3 and week of 2/6.  So their wrong with the free day.  In the text she clearly states I had a CREDIT!!! Also I missed work on 2/7 because they couldnt let me know that afternoon before that they wouldnt take her.  
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 03/08/2023

  **** had a $50 credit for the week of 2/6. Which ***** was present 2/6 but we still refunded it so she got a free day of charge. See pictures of payments and billing for proof. She made a fake profile to make the remarks but used her own address on the fake facebook. **** was talking about our workers sexuality. The worker she is referring to about having drama with ****** was also discriminating against ******** sexuality and actually the week before had asked to be removed from *****'s room as she could not handle ****'s behavior anymore. We have spoken to both parents that she is referring to and they do not feel these ways about our center. They did mention to her they had previous issues with a last worker (that was let go) but it was handled immediately. ***** was not let go from the center due to **** talking to parents, we just at this point felt we could never make **** happy. She would lie on workers and just causing unneeded drama and stress in our business that has never been as issue before in the years we have been open. We did not feel we could message her about letting her child go from the center due to her behavior and that everything is an argument. We felt it was better to be discussed in person in the next morning. The message that was sent to **** letting her know that parents we're coming to us uncomfortable about facebook messages was not rude at all. And if the parents didn't feel this way then why did they come to us? We would have never known **** was messaging other parents had they not came to us letting us know they we're not comfortable and if we could speak with her on it. We will not be refunding for a week she did not attend or pay for and we will not be responding anymore. We love all of our parents, workers, and kiddos here! We truly do hate it did not work out for *****. We loved ***** very much and wish we could have kept sweet girl in our care for longer. But, we as a business have to make sure all of our other workers and parents are completely comfortable at all times to keep a smooth sailing childcare and that just was not possible with ****. We could not lose any more workers or any parents due to her. Thank you!