Complaints

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.

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I moved to palm beach county on July 31st, 2024. I had *** in ******* county. I asked my case manager to submit a new referral for Palm Beach County ***. She submitted the request and I was notified by e-mail to submit my changes to the *** portal on 8/22/2024. I submitted necessary changes (I have confirmation email proof of this). My *** voucher has still not come through and I started a new job on September 3rd, 2024. First, palm beach county *** told my case manager that I didn't submit the changes, I sent the confirmation email. Then they said 10 days to process. *** ********* kept forwarding my concerns emails to ******** *****. The daycare is charging me late fees and on Monday I will owe them $700 and may loose my job after already paying them almost $500. I have emergency ***, and palm beach county *** has dropped the ball and is going to cost me my new job after moving! ******** ***** has not answered any of my emails or phone messages. *** ********* was rude to me over the phone, laughed when she picked up the phone and claimed emails were sent. My case manager called them and *** told him ******** was away from her desk, well it turns out ******** is on vacation until the 17th. *** is continually lying to myself and my case manager regarding my ***. I was also told I didn't submit the daycare provider when I did in the portal, I emailed the provider on 9/5/2024 and was still ignored. This has been the most frustrating experience of my life. I also asked if I would be reimbursed if I made any payments, and I was given the run around saying maybe it can be credited to my daycare account which would equal $1200. This is unacceptable. This program is supposed to help people not hinder them. I keep getting a new excuse every other day on why my application has not been processed. Please help me fix this. I have sent many unanswered emails and can provide proof of all of it. They are not answering my case managers either and also giving them the run around.

  Business Response

  Date: 09/20/2024

  After investigating the incident and conferring with our client database, which shows the customer's son's enrollment ceased on 7/25/24 with *** of *****************, it was determined that the complaint should be directed to Palm Beach County ELC and not ELC of Southwest Florida.  The employees referenced in the customer's statement do not work for *** of Southwest Florida.  However, our CEO is actively working with the other Coalition to see if and how we can assist Palm Beach to correct the consumer's issue.  I respectfully request that BBB ensures this complaint be filed to the correct business.  

  Customer Answer

  Date: 09/20/2024

  I didnt realize I was sending this to the wrong ELC. ******* county was always very on top of it and helpful. I have had issues with Palm Beach County from the start.. the certificate finally went through and the daycare still hasnt been paid, I paid $490 out of pocket already and the daycare still shows a balance of $1,020 including late fees due to non payment. Ive been told different things by each employee. They told me I didnt submit changes, I did and sent the proof (confirmation email) number was wrong in the system, it wasnt, they ignored my emails, they told me I didnt fill out the application properly, I did. my case manager called and they told him the person was away from their desk, I called and they told me she was there and sent me to her phone. It went to voicemail. It turned out she was on vacation and myself and my case manager were lied to by staff. I have emergency ELC, they said they didnt know that, then they said they dont backpay but had to call my case worker to confirm it was actually emergency *** to get backpay. Everything was finally resolved but the daycare still has not been paid and Ive been charged several $30 late fees that Im not sure if Im responsible for. They wont respond to the daycare or me regarding this.

  Business Response

  Date: 10/23/2024

  Thank you for bringing this matter to our attention. Our goal is to support our customers in navigating the complexities of accessing funding to cover the high cost of quality childcare. We are committed to making the necessary improvements to prevent such issues in the future. 

  We have contacted the parent to learn more about her recent experience and the communication issues she faced. We are addressing the communication gap between Coalitions to ensure that all future inquiries are responded to promptly and effectively. 

  This matter has now been resolved. 

   

  Business Response

  Date: 10/24/2024

  Thank you for bringing this matter to our attention. Our goal is to support our customers in navigating the complexities of accessing funding to cover the high cost of quality childcare. We are committed to making the necessary improvements to prevent such issues in the future. 

  We have contacted the parent to learn more about her recent experience and the communication issues she faced. We are addressing the communication gap between Coalitions to ensure that all future inquiries are responded to promptly and effectively. 

  This matter has now been resolved.
  

  Customer Answer

  Date: 11/05/2024

   
  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,
  
  **** **********