Complaints

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I enrolled our two kids ages 3 and 4 months old. My son was told to stand in the corner because he missed his mom and dad. During the week he went there we noticed he lost weight and we were able to see his spine and ribs. He would come home and eat anything he could after being there for 9 hours. Our 4 month old daughter was the same way, but without seeing her spine and ribs. After going there for a very short time my son would cry in his sleep and say he didn't want to go to school and his teacher was mean. After these situations we withdraw our kids for the fear of their mental and physical health. They are now able to stay with family members while my wife and I work. Do to a financial agreement we had to sign in order for us to enroll them into the Treehouse Academy on line 11. This was a stipulation for withdrawal. My wife submitted the proper form and they neglected to honor it and will not pro-rate nor refund any monies. The financial agreement doesn't state the specific amount they withdrew. At the this time I would like to mention that this daycare facility and faculty be evaluated by the BBB and CPS.

  Business response

  09/30/2022

  Business Response /* (1000, 10, 2022/09/19) */ Mr. and Mrs. ***** had two children enrolled. It was brought to our attention that the oldest child had suffered from bullying in a previous school out of state. Mom and dad expressed reasonable concern for how he was adjusting here with us considering their past experiences. We stayed in communication about his progress and spoke multiple times about the adjustments he was making. However, mom and dad continued to reiterate to their son that something was wrong. He was not asked to stand in a corner because he missed mom and dad, he was asked to wait while another teacher changed another child- this is per an in person meeting between the teacher, dad, and the Principal immediately after pick up. Mr. ***** never mentioned concerns that his son or daughter were not eating at school. Our last in person conversation was a productive one and he left from our facility in good standing. The following week, Mrs. ***** called to say that they would not be returning and was inquiring about how much money they would receive in return for ending care on that day. Per our policy, we asked for an email to be sent to our main email to indicate their desire to withdraw. We also referred to the instructions in our Financial Agreement on how to submit a proper withdrawal notice to prevent financial penalty. This Financial Agreement was signed by Mrs. ***** upon enrolling their children. I understand that Mrs. ***** stated that she missed the deadline to submit by one day but in fact missed it by 5 days. At this point in time we should have charged the ***** family for the prorated days into the following month to satisfy a 30 day notice that goes into effect when a notice is not given by the proper deadline. We did not charge Mr. ***** the money that we were entitled to collect in an effort to meet in the middle as far as coming to a resolution. Unfortunately, Mr. ***** still believes he is entitled to a refund. At this time that request has no grounds and we will not be issuing a refund.

*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. ↩