ComplaintsforSuper Stars Learning Center

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I provided this organization with a $45.00 non-refundable deposit for registering my child into the center for child care. I also paid a $700.00 tuition deposit that was to be used for her last 2 weeks of tuition, whenever she was to leave the center. I pulled my 3 year old daughter out of the center's care, for safety concerns, after only 2 days. Each time I went to pick her up, no one even noticed that I was taking her. I requested the balance of my $700.00 deposit (minus the 2 days she was there) to which I was told it was non-refundable as they "did not do anything wrong." Given my inability to send her to the facility due to safety concerns and my daughter's limited time there, the right thing to do would be to refund me the balance. I would not recommend this center to anyone as it is evident the level of "care" is not up to what I would consider qualified safety standards. Keeping children essentially unattended outside of a locked school where anyone can come and pick them up or they can wander off (my daughter is certainly capable of opening the fence), is not safe as far as I am concerned.

  Business response

  07/23/2022

  Ive attached a screenshot from our handbook stating that the two week deposit is applied to the last two weeks of care when a two week notice is provided. This is to protect us from parents like ********* who pull their child unexpectedly. When she withdrew her child from the program she spoke with the director and stated that shes kind of a crazy mother and didnt like that the kids were dismissed from the playground. Never was her daughter picked up without anyone noticing as that would have triggered a Code Red missing child situation. This particular parent may not have liked the procedure due to her ongoing custody battle, but if she was concerned about kidnapping she had the opportunity to ask about dismissal procedures during her tour. Please contact me if you need any further documentation. I do have a signed acknowledgment from her stating that she had read the handbook but I wont be back in the office until Monday.

  Customer response

  07/26/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

  I have not (nor have I ever been) involved in any sort of custody battle, ongoing or otherwise. To fabricate such a thing in a sad attempt to defend ones business is quite frankly, nothing short of repulsive. A code red would not have been issued as a member of the staff did see me leaving with her, to be what I consider a too significant amount of time. As far as parents like me, I dont feel as though my concern for the seemingly inadequate safety measures to be at all extreme, when it comes to our children. My concern grew greater when I came across a disturbing review recently left by a former staff member (attached). I understand the policy however given the circumstances and not having the luxury of a 2 week notice period, I had hoped that the facility would do the decent thing and refund some of the deposit. 

  Business response

  07/27/2022

  Catharine,

  I was unaware that my response was to be sent directly to you and had I known, I would have presented my argument with a far different tone. I apologize if I confused you with a different family who started at the same time that did specifically call and ask me questions about the childs non-custodial parent and pick-**** I did assume that it was you because weve never had a parent have a problem with outdoor pick-*** before.

  In regards to the terminated employees defaming libel - that was removed from Yelp. That teacher was angry that she had been terminated after being insubordinate and she even made a report with the same allegations to our licensing authority. Our licensor visited and interviewed multiple staff. None of what was alleged was substantiated.

  The fact remains that you had the opportunity to ask questions about the pick up procedure prior to enrolling and knew that the two week deposit goes toward the last two weeks of care with a two week notice. You did not ask to discuss your concerns about pick up prior to withdrawing your child. People like you was only meant to refer to people who withdraw without notice which is harmful to my business, and quite standard across the industry. 
  

  Do bad people exist who could ****** a child by entering our premises? Yes. But they could also ****** them at the grocery store, the beach, or (if theyre super motivated) right from the childs own bed while you sleep. That does not mean that our procedures are dangerous or inadequate. We keep count of the children constantly while outside and it has happened twice in our 9 year history that a parent had enough lack of courtesy to not make eye contact with the teacher before taking their child (and one of those was an INSIDE pick-**). ** both instances the teacher noticed in less than a minute that she was missing a child and called a code red.

  I wish you had expressed your concerns without blaming it on your being a crazy mom. We would have been able to ease your concerns. I understand that short of having your deposit returned you will not consider this complaint resolved. We are open and willing to resolving issues in-house, but you did not want to handle the issue, you just wanted to take your child out of the program knowing the deposit was non-refundable.

  Customer response

  07/28/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

  Thank you for the clarification of your stance on policy. I am unclear where the harp on kidnapping comes from as I stated my child could easily climb and unlock the unattended fence door. I have no interest in entertaining your rhetoric any further. Just be a better human and run a better business. Thatll be all.

   

   

*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. ↩