13 Customer Reviews
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Review from ALAN V
1 star08/13/2024
They should rebrand to TrashHorizons, they are imposible to deal with their business model consist on charging employers for services they constantly refuse to provide. Backup care is a nightmare, their website is constantly down, so you never know when can you put a reservation in.Bank of America should audit them and either provide another option or just cut off the benefit as is of NO USE to resolve care issues. Employees OF BRIGHT hORIZONS are inconsistent and inefficient.ZERO STARS IS WHAT THEY REALLY DESERVEReview from Santina P.
1 star08/08/2024
I cannot even give this company 1 star! I have spent the last nine months trying to get this company to do its job with little to NO success! Every employee that I have spoken with, and believe me I have been through several, has a different response than the last one. This should not be complicated as this tuition repayment assistance is a part of my employment contract but yet I have to live chat with them and listen as they invent new rules and policy on a monthly basis. Nine months later and I have only managed to get TWO payments out of them! And in the meantime, the interest on my loans continues to grow. I have done everything Bright Horizons EdAssist has asked me to do and yet they still manage to find a reason (or lie) as to why they will not accept my request for payment. This has been an awful experience, and I have lost hours of my life that I will never get back because of this company! Thank you.Review from Anna G
1 star10/25/2023
Bright Horizons services are offered through my employer. Just this year I've requested back-up care from them days if not weeks in advance five times. Four of those times were unsuccessful and I had to care for my kids while trying to work. Each of the following have happened at least once: 1) Reservation was confirmed and a caretaker assigned who never showed up. 2) Reservation was confirmed and a caretaker was assigned, but then the evening before the caretaker becomes unavailable. They offer to reimburse me if I find my own care, which is nearly impossible given the short notice. 3) A caretaker is never found to fill the reservation. I've spoken to their ****************** before. They were friendly and took down my complaint, but I have yet to be convinced that things have improved. They are unreliable.Review from Stephen C
1 star10/03/2023
I will give them 0 Stars, I just have to put at least 1. I am trying to get my tuition assistance, they have a 30 day window after the 1st day of classes and it has not let me add the document i need for multiple weeks, it just says unexpected error, please try again later and now its past the deadline so if my managers cannot help me fix this I am going to quit, and I urge anyone who has bright horizons benefits to quit your job if you think you want to use benefits.Review from Isaac J
1 star08/22/2023
Don't rely on these people for child care because they will literally not do their job. They had my in-home care request sitting on "awaiting confirmation" until 30 minutes before it was due to start. Then they called me and said "uhhhhhhhh we don't have anyone who can come, uhhhhhhhhh you can use out-of-network care and get reimbursed yeaaahhhhh" as if I just had an extra babysitter waiting around looking for work. So I had to drag my two daughters (aged 2 and 1) to a meeting after relying on them to do their job, which they didn't do. It would have been better if they had been honest with me a few days ago and said they had nobody rather than waiting until the LITERAL *********** and leaving me in the lurch. Complete incompetence.Review from Matthew L
1 star03/30/2023
The biggest headache that anyone would have the misfortune to deal with. You keep getting bounced around between representatives. You cant talk to anyone directly. They wont look into quick and timely resolutions to your issues. They are bound by policy to respond in a comments string in 1-3 business days. They will not admit fault for any mistakes made. If you read below at others issues/reviews, these are the exact same issues that I have experienced as well. Incompetent, poorly trained representatives, poorly managed business. I have had to call numerous times, talk to numerous people, submit numerous comments, open up a support ticket, and still cant get a clear resolution for their mistake.Review from Sara S
1 star12/15/2022
Bright Horizons partners with my employer, providing tuition discounts for specific colleges and tuition reimbursement. December 14th, which is today, is the last day to submit claims so that students can get reimbursed for tuition costs. However, their website has been down for several days before today. I have spent the last two days reaching out to their customer service. Their representatives cannot provide any updates on website maintenance, if students will be penalized for their outage, or if there will be an extension given to those affected by the outage. I spoke with a representative named ********, who was very **** with me and kept repeating the same information. I was polite with her, albeit panicking a bit because of the issues with the website. It seemed she had no empathy for the struggling students she was paid to help. Bright Horizons has disabled all of its customer service phone lines so that no one can reach out to them. I was able to call them earlier this morning, but now when I try to call, it does not ring through. They do not respond to any social media messages either. As far as I can tell, Bright Horizons is avoiding taking accountability for its outage and will likely not be extending its deadline for tuition reimbursement. Writing this review is a last resort, as I don't have any other way of reaching out to them or advocating for myself. I'm very disappointed in the lack of willingness to help people despite their promise to help "promising employees with a clear path to career development while helping to develop the skills".Review from Juan C.
1 star11/28/2022
I needed to use back up crisis care when the hurricane hit ******* back in October. I was told that my employers benefit would give me 100$ as compensation for each day of care, in writing. I submitted all of the appropriate documentation only to receive the largest back and forth I've ever had with a company. I never report to the BBB, but ultimately this example warrants it! A endless amount of calls where I'm told a different excuse why they are waiting to pay me back for those days. I was even put with their compliance team to PROVE that the assistance was given in those days. All appropriate documentation was given, approval was given by the compliance team. I have, in writing, where they stated it would take 2-3 business weeks to get the money sent out. Still nothing...when I call in to the customer help line, I'm told a new number of time to wait each time and the ********* didn't even lie. She simply asked, "how would you like to resolve this issue?"In a time where everyone is struggling financially, this business cannot play with people's lives like this! It is ultimately a benefit, but when you are promised a certain amount of money in writing. The company should be held responsible to that amount and be aware that people make financial plans based on that. I will reach out to my employer to see what options we have to cease business with this shady business.Review from Kerri H
1 star06/01/2022
Due to extreme COVID policies, my son has not been allowed in his center more than two weeks out of every month this past year (aside from the 90 days after he had COVID). Last year was just as dire.If one of his older three siblings had a close contact in their elementary school classroom, Bright Horizons would also send my son home for ***** days at a time.Last month he was seemingly out the entire month, regardless of the fact that he never tested positive for COVID, and did not have a single symptom.The latest CDC guidance regarding children resuming programming if they come in close contact but remain asymptomatic, Bright Horizons has not considered. My son is still home right now despite this latest CDC announcement on May 25th.Additionally, children who are vaccinated must also go home anytime there is an exposure within the center or elsewhere.Dont bother trying to call anyone in the corporate office. They will simply ignore your voicemails and emails. It is a black hole of voicemails. The local staff are lovely but have no authority to ever let my healthy, asymptomatic, negative testing son back in the center.The test and stay program they touted does not include any exposures originating outside the center.The well-being of families is not taken into account. There is a corporate COVID Team who asks our local directors to dictate the exclusions to us, and never communicate directly with families so they wont be held accountable. We pay $2,000 a month and have not been offered a nickel in reimbursement. For reference, other preschools often even reimburse for snow days! I am beyond frustrated, and hope other parents are not put in this same situation. I will likely have to separate my sweet son who loves his friends and teachers here, and find a preschool organization who respects and acknowledges families who need to actually receive the childcare they are paying for. Respectfully,*************************Review from Victoria S
1 star05/09/2022
The EdAssist division of this company is by leaps and bounds the most incompetent business I have EVER had to work with. My employer does tuition reimbursement processing through EdAssist, and I have had an issue every single semester of my graduate degree thus far. Everytime I upload a proof of tuition payment or proof of grade document it gets denied with a general message, though everything required is present on the documentation, and they've accepted identical documentation in the past. The first semester this happened I had to upload the exact same document FOUR DIFFERENT TIMES because they were claiming the school name was not present (it was in giant bold letters smack dab in the middle of the page, could not have been more obvious). Support told me I had to comment where every item they required was on the page so that it could be found (are you kidding me? isn't that your job? it's a SINGLE PAGE DOCUMENT) and they STILL DENIED IT. I've started having to highlight my PDF submissions so that they can find all the elements required (which is basically five basic things on a single page submission). Unsurprisingly, this happened AGAIN this semester (shouldn't be surprised based on the prior three), and now they're quoting that I don't have an itemized breakdown of tuition of other fees. THE DOCUMENT FROM THE SCHOOL LITERALLY SAYS AT THE TOP TUITION AND FEE BREAKDOWN. On top of that, this incompetent organization doesn't have any contact phone number to talk to an actual human being to resolve these issues, and their "live chat link" is broken and doesn't work on my computer this semester.
Bright Horizons Family Solutions, LLC Response
05/11/2022
Dear Better Business Bureau:Bright Horizons Family Solutions (Bright Horizons) is in receipt of ************************** (**************************) complaint alleging reimbursement errors regarding her tuition administration by EdAssist, which is a division of Bright Horizons. By way of background, our EdAssist division is the leading provider of outsourced tuition assistance management services nationwide. The program provides highly personalized advising, an exclusive education network featuring over two hundred accredited schools and academic partners, a sophisticated tuition administration system, and utilizes a web-based tuition administration system with sophisticated rules-based technology. EdAssist works with employers who wish to subsidize employee educational expenses, ensuring all paperwork and tuition approvals are administered in line within that specific framework and the educational expense meets all of the employers policy requirements. If any employee has questions regarding the program administration, numerous resources are available to assist including a team of dedicated advisors and help desk support offering personalized, ongoing help to any enrolled employee, including **********************, as well as the companys human resources and benefits departments and video tutorials contained on the EdAssist administration website for the company. After reviewing ************************** complaint, it is clear ************** has submitted the sufficient documentation to be paid. We are required to verify certain information to be visible for audit purposes and it appears we were mistaken with some documentation that was sent. We have done coaching to our team and this shouldnt be an issue going forward. As detailed in her Complaint, ************************** submitted the required documentation, and her request has been paid. We reached out to ************************* to apologize for the confusion and we ask that this case be closed. As a leading provider of tuition assistance management services, we are sorry this Consumer is dissatisfied with the process required by her employer for tuition reimbursement. However, given the aforementioned, we ask that this complaint be closed at this time. Please do not hesitate to contact me with any questions or concerns.Sincerely,Bright Horizons EdAssist Solutions
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