Complaints

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• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On 3/7/23, My daughter was dropped off at school at 9:15 A.M. She soiled herself shortly after and she was left in her ***** matter all day. This resulted in injury her skin, which required antibiotic burn cream to be applied to her skin so she could walk. I pay over 600 dollars for my child to attend the academy, which told me upon enrolling her that she would receive individualized attention in a small class room setting. I discovered after speaking with my daughter, that she had soiled herself shortly before gym class, which began at 10:00 A.M. My daughter was not cleaned nor attended to by the multiple staff members who oversaw her education that day. After homeroom, she moved onto gym class, her gym teacher did not tend to my daughter's hygienic needs. My daughter then moved back to homeroom class before lunch, where the director of lower school learning, *********************** supervised my daughter's class room as that day, my daughter's homeroom teacher, ******** was attending meetings part of that day. ***********************, while supervising my daughter also failed to care for my daughter's hygienic needs. I was told that on two separate occasions the teacher or teachers tried to locate the awful smell that they claimed lingered throughout the day. They stated they discretely asked every child twice that day, on two separate occasions, if they had soiled themselves. Every child denied doing so, including my daughter. Naturally, she was embarrassed to admit having had soiled herself in front of her peers. The homeroom teacher, towards the end of the day did determine that my daughter had soiled herself, They claim they sent my daughter to the school nurse, ***************************, and that she was cleaned. I spoke with my daughter, who stated that she hadn't been cleaned at any time by any person. The academy asked parents to bring two changes of clothes to the school, in the event the children soiled themselves. I filed a police report, the police investigated and notified DCFS.

  Business Response

  Date: 03/28/2023

  This is in response to complaint # ******** submitted on 3/22/2023 by a parent against Elgin Academy.

  
  We believe that this report contains numerous inaccuracies and falsehoods.

  
  The parent indicates multiple times that he believes school personnel did not attend to his daughters hygienic needs. On the contrary, all school personnel involved made every attempt to attend to the students needs, both physical and emotional. The student repeatedly denied having soiled herself, despite the discrete and compassionate questions posed to her by the known and trusted adults at school. We would expect a toilet-trained child this age to be more responsive to discrete and compassionate requests of this nature, especially over the course of a day. At approximately 2:30 p.m. on Tuesday 3/7/2023, approximately 15 minutes prior to dismissal and during the time that students were packing up to go home for the day, his daughter did finally alert her classroom teacher, who had just returned to the classroom from a professional development session, that she had soiled herself. At this time, the classroom teacher looked for the extra clothing from home that the student had in the classroom (2 shirts, 1 pair of shorts and no clean underwear), none of which was sufficient to the situation or the weather conditions that day. A determination was made that the teacher would speak with the students caregiver, who typically picks up the student, at the time that the student was picked up from school, which was less than 15 minutes later. At that time, the caregiver was apologetic toward the classroom teacher and indicated that she believed that perhaps doses of Miralax were to blame (see below).

  
  His claim that they sent my daughter to the school nurse and that she was cleaned. I spoke with my daughter, who stated that she hadn't been cleaned at any time by any person. The academy asked parents to bring two changes of clothes to the school, in the event the children soiled themselves, is inaccurate. We told the family that, per school policy, when a student soils themselves to a degree that we do not believe that the student can adequately clean themselves up without help, we call the family so that they can come to the school to do so. This policy was also implemented on the 3 subsequent days (3/8/2023-3/10/2023) following 3/7/2023. The clothing that the student had at school on Tuesday, 3/7/2023 was not sufficient to the situation nor the weather on that particular day.

  
  School personnel spoke with members of the Elgin ***************** on the day of the incident in response to a detective coming to our campus following his report. During the time he was making that report he did not answer a phone call from the school. We did have a meeting with him and the caregiver the following morning to discuss this and an ongoing disagreement over the students academic progress and ****************. The detective was on campus to have a brief conversation and indicated that she saw no danger and that there would likely be a follow up. Later in the week school personnel talked with Sgt. ************************* and were told that the *** had determined that there was no evidence of malicious or abusive intent and the *** considered the matter closed. To our knowledge, DCFS was not involved in this matter.

  
  The complaint fails to mention that the students caregiver indicated to school personnel that, as mentioned above, the family had given the student doses of Miralax over the weekend of March 4th & 5th, as well as Monday, 3/6/2023. At school dismissal on 3/7/2023, the caregiver was apologetic to the classroom teacher and indicated that she believed that the doses of the laxative may be to blame for the student having soiled herself. The family was asked to send the student to school the following day with a change of clothes appropriate for the time of year, which they did. As noted above, the problem persisted for the remainder of the week, at which point the caregiver indicated to school officials the family had scheduled a doctors appointment to try to help resolve the issue.

  
  We do not believe that this complaint is accurate and do not choose to refund this familys money as requested. Because the parent has indicated the student will withdraw following our spring break we do not believe there is an ongoing issue to resolve. In addition, we ask that the complaint be edited to remove identifying information about school officials consistent with BBB policy before it is published.