ComplaintsforHot Spots Extended Care Programs

• Initial Complaint

  01/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello I have had a terrible experience with Hot Spots Extended Care. I went to sign my son up for after school care around September 14th. I filled out forms and requested our start date be September 16th. I never receive any confirmation from them about this. I send another email September 17th asking for an update and don't receive any response. I call the week of September 20th and finally receive information that they need more forms. I finally get them a doctor's form they needed this whole time on September 23rd. I still don't receive any confirmation for my start date this week. I then request my start date be September 28th and FINALLY receive confirmation. I feel conned into the $200 that I spent on September's enrollment to only be able to attend 3 days. Then in November I find out my son needs to transfer schools because this school can't provide what he needs from his IEP. We give Hot Spots as much of a heads up as we could, but they didn't seem to care at all about the situation and continued to spew their "30 days notice" down my throat. I thought this was a business about caring for children? We had no control over his transferring so soon, the least they could have done was wave the 30 day notice. So we get charged for December enrollment when we DID NOT ATTEND ANY DAY IN DECEMBER. So now I call and complain about my experience and threaten to leave this review. Upper management returns my call and tells me I am expected to get a refund for these issues. I have not received ANY refund and it's now January 21st. I have contacted this management multiple times at this point since the beginning of December and I am still told "it's coming". This company is a JOKE and cares NOTHING ABOUT THEIR CUSTOMERS OR CHILDREN. They are a MONEY GRAB. It's a shame too because the people ACTUALLY caring on site are very nice. The business side of this company is disgraceful, and a lot of their processes need MUCH improvement.

  Business response

  03/28/2022

  Business Response /* (1000, 11, 2022/03/15) */ Please see attached response. This issue has been resolved. Customer communicated his concerns and requests with program District Director January 2022. 1.6.22 Check number **** sent Check Amount- $102 Refund of Security Deposit for Care- $92 AND 1 day of care in December- $10 (Customer would receive a refund for the last day of December child did not use.) 3.2.22 HotSpots received retuned check number **** due to wrong address. 3.8.22 The finance team reached out to customer in order to update his mailing address to resend his initial check of $102. This is when finance was notified that he was anticipating a refund of approx. $300 for the months of care his child did not attend the program. At this time, HotSpots was informed by customer that a complaint had been submitted to the BBB regarding this matter. This was the first information our company had heard of the BBB complaint. Customer was informed that his check was sent and returned to the business due to the wrong address being listed on his account. Customer provided the updated address. 3.11.22 Customer was informed by the finance department that the following refunds were in transit to him via mail. 3.8.22 Check **** sent Check Amount- $102.00 Refund of Security Deposit for Care- $92 AND 1 day of care in December- $10 (Customer would receive a refund for the last day of December care that his child did not use) 3.11.22 Check 5120 sent Check Amount- $208.00 Refund for August 30th and 31st- $18 (Child did not attend care) AND Septembers tuition- $190 (Child did not attend care) 3/11/22 a Final Notice from the BBB was received via email regarding this concern. The notice was emailed to an Administrator that is no longer employed by our business. Luckily an Administrative Assistant of our sister company, Celebree Schools was copied on this email. This email was promptly forwarded to the appropriate administrator to be addressed. Again, this final notice was the first notice HotSpots Extended Care Programs received for this matter from the BBB. This matter has been resolved. HSECP apologizes for any inconvenience this may have caused. Please update point of contact to ********@hsecp.org

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