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Business Profile

Child Care Services

Kepler Academy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Child Care Services.

Complaints

This profile includes complaints for Kepler Academy's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Kepler Academy has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Kepler Academy

      #1804, 10025 102 A Avenue NW Edmonton, AB T5J 2Z2

    • Kepler Academy

      17511 107 Avenue NW Suite 102 Edmonton, AB T5S 1E5

    • Kepler Academy

      11 Westwind Drive, Suite 511 Spruce Grove, AB T7X 1R3

    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    • Initial Complaint

      Date:16/05/2023

      Type:Product Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My wife and I withdrew our daughter from Kepler Academy's (Spruce Grove location) care on March 31, 2023, which was accepted by the daycare centre. Our daughter did not attend all of April 2023. Her last day was March 28, 2023. We were aware of the 1 month's notice required and we paid for April 2023 and returned all property belonging to the centre before our last official day April 30, 2023. Property consisted of 2 key fobs. The ******** ********, ensured us that we would not be charged for May 2023 and that we would receive our initial deposit of $510. We noticed my wife's card was mistakenly charged ($608) on May 2, 2023, for the month of May. However, our daughter was already withdrawn from their care. We contacted the ******** ** **********, **** ********. The refund is supposed to consist of $608 and $510. After speaking and texting with ****, I was also assured that we the accounting department would process our payment in a few days. After seeing no refund, I contacted **** on May 11, 2023. She apologized and stated the accounting department had promised her the refund had been scheduled to be processed on May 3. I understand it can take a couple business days for a refund. **** had ******** follow up with us. ******** called us and she asked how much is owed. We advised her She asked if we wanted it our refund on credit or debit and we stated we had only ever paid by credit card. She stated we would get the refund in a day or two. It is May 16 and still no refund.

      The business seems disorganized and no one seems to be telling us the truth or communicating. They just keep saying we'll get our refund. What if someone needs that $608 they mistakenly took? You would put people in a difficult place. Based on my experiences, there are communication issues between the staff and dishonesty when it comes to accounting. We would just like our refund and be done.
      ******** ******** ** ******** ** ***** ****** ****** ** *** *** ****** ***** ******** ***** ****

      Business Response

      Date: 08/06/2023

      Please see attached refund cheque for the ******* family.  This cheque will be delivered to the location tomorrow, the ******** will contact the family and inform.

      Thank you

      **** ********

      Customer Answer

      Date: 13/06/2023



      Complaint: 20068455



      I am rejecting this response because:



      We were contacted by Kepler on June 9th, 2023 and they advised us that they had a cheque for us. I went to pick up the cheque today (June 12th, 2023) and the amount of the cheque was $1118 (the $510 plus the $608). I advised them that we had already received our $608 back on credit card (our method of payment), on May 17th, 2023. ********, the acting ******** at Kepler, took the cheque back and stated she would look to rectify the situation as soon as possible and process things faster. We only require the $510 back. Now we are still waiting for them to correct the mistake and give us back $510. I have attached a screenshot of the cheque they had ready for us (which was taken back by ********).

      Sincerely,




      ******* *******

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