ComplaintsforKinderCare Learning Centers LLC

• Initial Complaint

  06/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hello, My daughter recently left KinderCare last day she attended 4/26. We had informed the school several weeks prior that she would not be attending the summer program, but didn't have a hard date for last day. I emailed the school once we did have the date to inform them she would no longer be attending and my account was fully paid up. Now I am being billed for an additional week of tuition plus a summer program fee that I explicitly informed the school she would not be attending plus a late fee for a bill I should not have received in the first place. I have called and sent emails for weeks with no response. I was just informed today that they will not reconsider the charges because I didn't give sufficient notice, however I did inform them several weeks in advance that my daughter would not be staying on for the summer. We have paid all of our very significant tuition fees to KinderCare for several years for days our children didn't attend for vacation dates, for days/ weeks even during COVID when the school was closed. This is just bad business.

  Business response

  06/20/2024

  Hi, ****,
  Thank you for taking the time to leave a BBB review for KinderCare. If a parent has any questions or concerns during their time with us, we strive to respond urgently, compassionately, and professionally. We are sorry to hear that your experience *** have been inconsistent with this, and we want to assure you that we are looking into your concerns further. ******* your local district leader was able to look into this matter; on April 29th we received an email stating that care will be cancelled immediately. Since the notification was received the start of the week a charge of $382.50 was made for the week in addition to the $55.00 summer fee and $30.00 late fee. ******* has gone ahead and reversed the Summer and late fee on your account. I have attached a copy of the statement on this BBB for your reference.  Please feel free to reach out to our local District Leader, ***************************** for any additional information;  she is available at ************** or at  *************************************************.
  Warm regards,
   *******, Family Operations
  
  

  Customer response

  06/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Such a horrible company. Id say about 90% of the staff are useless. My son comes home with bite marks, scratches and new illnesses almost daily. The center director is negligent and completely dismissive of any grievances. Im beyond appalled at how these professionals are still employed. I highly recommend looking into another daycare facility if you truly care about the well being of your child.

  Business response

  06/11/2024

  Hi *****, 
  Thank you for taking the time to leave a review for KinderCare. We're sorry to hear about your experience, and we appreciate you bringing your concerns to our attention. Every family that has chosen KinderCare should have confidence that their child is learning and growing in a safe, warm, and welcoming environment, and we want to assure you that we hold our teams to a much higher standard than what you have described here. We would love to be able to look into this for you. If you are willing, could you please provide us with the center your family attended. You can also give us a at call ************, 6am-5pm PST, M-F. Thank you again for taking the time to share your feedback. 
  Warm regards,
  *****, Family Operations

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A director at the Kindercare location in ********** PA did a hit and run on my daughter on April 29, 2024. My daughters car has damage in the back and the first car payment had not even been made. ************* was leaving her place of employment, Kindercare and was texting and driving when she hit my daughter. At first ******** got out of the car for a moment and gave her name and phone number. My daughter took her license plate number. When ******** realized my daughter did not have a working phone on her to call the police, this is when she went back to her car and drove off. Our insurance was able to contact her off guard and she admitted to the accident. Her insurance is ready for her statement and she refuses to call back now. My daughter has to drive around now with back end damage and Simoninas license plate indented into her bumper. This is very unethical of Kindercare employees to be acting this way.

  Business response

  05/30/2024

  Hi ******,
  Thank you for taking the time to leave a review for KinderCare. We're sorry to hear about your experience, and we appreciate you bringing this to our attention. At KinderCare, we understand the importance of having a team you can count on to be kind, professional, and communicative. We are sorry to hear your experience *** have been inconsistent with this. We have followed up with the local leadership at your center and have informed us that the parties involved have spoken with the insurance company. We would like to thank you again for reaching out to KinderCare, we are always looking for ways to provide our families with the best experience possible, and we rely on feedback like yours to do so.
  Warm Regards,
  *****,Family Support

  Customer response

  05/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our son is constantly bullied, and our daughter is constantly harassed, and the "teachers" Ms. ***** and the director do nothing but say they will look into it. Northing changes. I would like to see someone fired. The place is always a mess and smells. KinderCare doesn't care about its kids. The bullying policy is non-existent.

  Business response

  05/20/2024

  Hello **,

  Thank you for reaching out to KinderCare. Would you be able to let us know which KinderCare location you family attends? e would like to make sure this is shared with the appropriate teams to be looked into further. Thank you.
  Warm regards,
  *******, Family Operations

• Initial Complaint

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ten month old son HAS SEVERAL BRUISES, SCRATCHES AND DEEP CUTS FROM. Kindercare. I took son to daycare at Kindercare *************************, *****. I left two bottles with the instructions to feed him the bottles at 11 am and 2 pm. I received a call from *****, assistant director at 4:06pm. She told me that my son was crying and very upset because he was hungry. She asked me why I had not brought him more than one bottle. I told her I brought 2 bottles and explained what time he should have been given them. I heard my son crying and it was very disturbing. It sounded like he was in great distress. The phone then hung up. I called back. The assistant director told me that they found his bottle. I let her know that I would be there at in a few minutes.I arrived at the facility and had to wait longer than usual for *******, one of my sons teachers to give him to me. I was not allowed in the classroom so I waited. She then handed him to me without any mention of scratches, cuts, and contusions that were on his arms, shoulders neck and ears. After I realized that he was hurt I called his daycare. The assistant director answered and told me that she did not know anything about this. The assistant then paused and said she was just informed of an incident report. I told her that I sent pictures to the Kindercare app and told her they were very bad. She said she was going home and would address it tomorrow.The next day I went to the daycare and was told that the director ****** would contact me when she got in. She called around 8:30 and I went back to the daycare and we spoke in her office. After seeing the pictures of my son ****** said she did not believe that they looked like abuse. She says one of the bruises looked like a **** from sleeping and another from a seatbelt. She said he may have hurt himself or perhaps he was putting himself in ***** way and a teacher grabbed him. She then told the police officer who came to investigate that she wasnt sure if I had dropped him off with all the bruises and cuts.My son has been having nightmares and crying more than usual. He is traumatized. I cant imagine the amount of pain and suffering he was put through.Please, if you know something say something. You can report anonymously to the police or the child protection authorities.

  Business response

  05/20/2024

  Hi *******,

  Thank you for taking the time to leave a BBB review for KinderCare. We're sorry to hear about your experience, and we appreciate you bringing your concerns to our attention. At KinderCare, every family should have confidence that their child is learning and growing in a safe, nurturing, and positive environment, and we hold our teams to a much higher standard than what you have described here. We have shared your concerns with local management, *********************** and she would appreciate the opportunity to speak with you directly. ***** has tried to reach out to you via phone but you can be reached at  *************************************** Thank you again for taking the time to share your feedback.

  Warm regards, *******, Family Operations

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ****** daughter attended daycare here starting in November 2022. During our time there we had the early learning coalition voucher because she is in ****** care and receives subsidy. In December 2023 we decided to move her daycare due to her being bit repeatedly without notification provided to us when we asked about it. In order to be enrolled at her new daycare they required a $0 payment voucher from Kindercare stating we do not owe payment. I requested this and am guessing it was the director at the time, who sent it as she said she was working on this. I was able to start her new daycare without issue following this request. During our time at Kindercare we were never prompted to pay or told we owed anything at the facility. Since she is in ****** care, all was processed through the *** voucher and there has never been a time where Kindercare said there was a balance for her enrollment. Nothing was ever placed in her bag or told to us in person when we would be signing in/out daily. We received no letters in the mail either. She was never unenrolled at any point of time. However, now we are told that we owe money and the only reason I even know this is because I got a notification from my credit app saying there was a report to collections. Kindercare has now sent an outstanding balance to collections and we need it removed and resolved immediately. The amount is $1648. I have contacted corporate and they have shared it is the direct facilities responsibility to handle the matter/have it removed. When speaking with the facility, they said they cannot help because they are a new director and do not know how to have these fees removed from our account. The facility then provided me a district leaders email to which I emailed on May 7 and still have not received any sort of response or solution.

  Business response

  05/22/2024

  Hello *******,

  Thank you for taking the time to leave a BBB review for KinderCare. If a parent has any questions or concerns during their time with us, we strive to respond urgently, compassionately, and professionally. We are sorry to hear that your experience *** have been inconsistent with this, and we want to assure you that we are looking into your concerns further. Our District leader ******************* has worked on your account and it looks like its a zero balance. I have attached a copy of your account balance. Please let us know if you have any other questions

  Warm regards,

   *******, Family Operations
  
  

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This location has an issue with non-disabled parents using the disabled persons parking spot to drop their children off quicker. They also park directly on the "No Parking" zone blocking access for wheelchair ramps and pedestrians. I've reported it twice to their corporate offices, and was told the second time that they would put a clear sign up. No sign was put up. On May 06, 2024 at approximately 9:00, my 4 year-old and I arrived to see a van parked on the "no parking" spot and two women standing outside of it (******* owns the van, and ******* is the aggressor and has parked in the ** spot illegally multiple times). I asked the woman why she was parked there when it says "no parking". Both women were defensive, then aggressive. I said to call the police then so they could come over and explain to her how it works. They became even more upset, so I entered the facility loudly asking someone to please call the police. They would not. I tried entering private office with my child to wait for a supervisor , but both women came into the room and began yelling and berating me in front of several small children and teachers. I kept requesting to police, but no one would. I went outside so they could be escorted out and I could come back in. I sat on a bench and one of the women stood in front of me and threatened to hit me had I not been holding my child. She was yelling violently and her body language made it obvious she was going to hit us. She walked away, to get her phone while the other woman continued to antagonize me and call me prejudiced names. ******* filmed my license plate, myself and my **********************'s face. The event happened over a period of *************************************************************** asking multiple times to call the police as this was escalating. A single employee kept her at arms reach and watched the violent outburst still refusing to contact the police. I immediately left the center and disenrolled from this location.

  Business response

  05/15/2024

  Hi ********,
  Thank you for taking the time to leave a review for KinderCare. We're sorry to hear about your experience, and we appreciate you bringing this to our attention. At KinderCare, if a parent has any questions or concerns, we strive to respond urgently, professionally, and kindly. We have followed up with the local District Leader. He followed up with you and the center regarding the situation, apologized for the experience, and stated he would take any action needed in the center. Additionally, he refunded your co-pay and summer fees. Your account should reflect the change in the next 3 to 5 days. If you have any further questions, ****** would be happy to help. He can be reached at ************. We would like to thank you again for reaching out to KinderCare, we are always looking for ways to provide our families with the best experience possible, and we rely on feedback like yours to do so.
  Warm Regards,
  *****, Family Support
  

  Customer response

  05/28/2024

  Sorry for the delay, I was contacted and the issue was explained and resolved at it's highest capacity. It is okay to close this case. 

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son attended ********************************. He had multiple situations where he was injured me. My wife was not contacted. My son was choked around a highchair for about 15 seconds. He had ligature marks on his neck me or my wife were not contacted and we werent told about the incident until we physically asked about the ligature marks around his neck Recently, my son attended a full day of care at this center. He was only changed one time throughout the eight hour plus. He developed an extreme diaper rash that then let it to infection as well as needing antibiotics and medication. This business was extremely negligent to my child furthermore, I will be seeking a lawsuit against them , please call me for more information about this daycare center. I have reported them to child services, though they said the only things that they could do was require them to provide a plan of action to better their situation. I believe that this daycare should no longer be open no longer allowed to service children , there was multiple other characters to include so if you could give me a call that would be great. I can provide you with evidence as well as the scope of my experience at this daycare center. Some of the photos are explicit due to them being from my sons diaper area so if this evidence is needed, please contact me. My phone number is ************.

  Business response

  05/10/2024

  Hello ***,

  Thank you for taking the time to leave a BBB review for KinderCare. If a parent has any questions or concerns during their time with us, we strive to respond urgently, compassionately, and professionally. We are sorry to hear that your experience *** have been inconsistent with this, and we want to assure you that we are looking into your concerns further. We have reached out to our RISK department and they have been in communication with the parent. Please reach out to **************** at Office: ************.

  Warm regards,

   *******, Family Operations

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kindercare, ********* has charged me for ******* for a week when he did not attend daycare. Despite numerous email exchanges over the last four monthstotaling over 20I have yet to receive a refund for the overpayment and the excessive fees. In addition to this specific instance, I am also asking for a refund for times when ******* was on vacation with prior notice. They have charged me the full amount for times when ******* was on vacation for over three weeks during Thanksgiving or winter break during his time there. We have never encountered such excessive payment at any other daycare before.

  Business response

  05/03/2024

  Hi ******, 
  Thank you for taking the time to bring your concerns to our attention. The experience you have described is inconsistent with what we expect from our team members, and we appreciate the opportunity to look into it further. When at KinderCare, you should expect our team to always communicate kindly, transparently, and openly with any and all questions regarding tuition or fees, and we are sorry your experience *** have been inconsistent with this. As per our policy, we do not issue refunds when a child is away since we plan our schedule and staffing ahead of time. If you have any questions concerning our tuition and fees policy, you can refer to the enrollment agreement we provided for your sons stay with us. Furthermore, we would like to apologize for any misunderstanding there *** have been, and we hope we were able to bring some clarification to our policies. Thank you again for taking the time to share your feedback with us here. We are always looking for ways to provide our families with the best experience possible, and we rely on feedback like yours to do so.
  Warm Regards, 
  *****, Family Operations

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter was attending the KinderCare Learning center on ************* in *************. An employee there pulled her arm to the point where she could not move it and was in agony for three days. I reported it to their corporate office and they are allowing him to keep his job. The building is also unsanitary and I believe breaks several health code violations

  Business response

  05/14/2024

  Hi ***, 
  Were sorry to hear about your experience at our center, and we want to thank you for bringing your concerns to our attention. We would like to thank you for your patience and understanding during this process, and we would like to apologize for any inconvenience this may have caused.  We would like the opportunity to investigate this further. We have attempted to reach out to you but have not been able to connect. If you are willing, please reach out to us at ************, 6am-5pm PST, M-F. Thank you again for taking the time to share your feedback. 
  Warm regards,
  *****, Family Operations

  Customer response

  05/14/2024

   
  Complaint: 21619471
  
  I am rejecting this response because:
  

  I have already reached out to you several times including the corporate level. You have already investigated further and determined that since he has been working there for almost three years he is allowed to hurt children and get away with it. Clearly you did no research on this prior to copying and pasting this response.  

  
  Sincerely,
  
  ***************************

  Business response

  05/20/2024

  Hi ******, 
  Were sorry to hear about your experience at our center, and we want to thank you for bringing your concerns to our attention. We would like to thank you for your patience and understanding during this process, and we would like to apologize for any inconvenience this may have caused. ************************* has been in contact with you and are more than welcomed to reach out to him at ************. In addition, we have reached out to our Risk team and are able to reach out to  ************************* our Supervisor in our *************** at ************. Thank you again for taking the time to share your feedback. 
  Warm regards,
  *******, Family Operations

*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. ↩