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:12/21/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  We enrolled our Daughter into this Daycare on 07/20/2023. the Daycare had not opened yet but was expecting pre-registrations with an estimated start date of early Fall (Somewhere around September-October). They have had to delay the start date twice, first time to late November and second time to April ****. The second delay was too much and so we were forced to cancel our enrollment. Our deposit was non refundable citing the terms of the agreement we signed.The terms of contract were pretty clear about the nature of the none refundable deposit and did mention some ambiguity when it comes to the start date. The problem we have is as follows: The daycare was never licensed to begin with and had to postpone their start date due to not meeting licensing requirement. How can a business request a non refundable deposit when it does not meet licensing requirements to begin with, they acted in bad faith and used the trusted brand name of Guidepost Montessori to lure clients in without any accountability on their end to meeting the terms of the deposit. This has in term not only cost us the financial loss of the deposit but also precious wait time we could have used with other day cares.

  Business Response

  Date: 01/09/2024

  Dear Better Business Bureau,  

  
  The following response is in reference to complaint #********. 

  
  The daycare was never licensed to begin with and had to postpone their start date due to not meeting licensing requirement. How can a business request a non-refundable deposit when it does not meet licensing requirements to begin with, they acted in bad faith and used the trusted brand name of Guidepost Montessori to lure clients in without any accountability on their end to meeting the terms of the deposit. This has in term not only cost us the financial loss of the deposit but also precious wait time we could have used with other day cares. 

  
  We take all concerns seriously and strive to ensure the satisfaction of our students and their families. We deeply regret any inconvenience experienced by the complainant, and we appreciate the opportunity to address this matter.  
  To provide clarity and context, Guidepost Montessori at Oak Brooks enrollment process involves a non-refundable deposit and registration fee outlined on the attached document signed by the complainant. This fee secures a place for the child and covers administrative costs associated with enrollment. It is stated in our enrollment materials and communicated to parents before they complete the registration process. 
  The complainant registered on July 20, 2023 and signed a registration contract that offered a six-month start date.  Prior to the six-month registration period the complainant requested a refund. The six-month window to offer a start date ends January 20, ****. Regarding the specific circumstances of the complainant, our records have been reviewed and we have found that all procedures were followed according to our established policy. We communicated this policy to the individual involved at the time of registration.  

  
  In the interest of maintaining positive relationships with our families, we are always open to discussing individual situations and finding potential solutions. As a result, we refunded the $1500 enrollment deposit and communicated that our policy would not allow us to refund the additional $400 enrollment fee. The $1500 fee was accepted by the complainant. Although this is outside of our standard policy, we wanted to offer a solution. Prior to accepting a registration fee and deposit were transparent about our inability to offer an immediate start. We are currently in the licensing process. We have been transparent throughout the entire process in effort to allow parents to plan accordingly. Our leadership team is working diligently with the ******** licensing agency to obtain our license. Despite exceeding each deadline and working with the team to ensure there are no delays that hinder progress toward licensing, there have been delays beyond our control as it relates to licensing.  

  
  We kindly request that the complaint be dismissed as we have worked intentionally to make accommodations to meet the complainants expectations. Accommodations outside of our signed policy have been made to meet the request of the complainant.  We value our community and strive to address concerns in a fair and reasonable manner, but we also must consider our entire community and the ability to service families according to our policy. Our aim is to ensure the satisfaction of all families within our school community. 

  
  Please feel free to contact us to provide any additional information required. 
  Thank you for your attention to this matter and for your assistance in resolving this issue. 

  
  Sincerely, 
  Guidepost Montessori at Oak Brook Leadership Team 

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21037990
  
  I am rejecting this response because:
  Dear BBB representative,
  
  We have just received the response letter from the business we have filed a complaint against. There appears to have been some delay in mailing due to the snow storms and winter advisories.
  We would like you to conisder this response to the the business appeal due to this delay and the short notice to respond.
  The business wrote a lengthy letter about their non refundable policy but failed to address our main concern. 
  We have no issue with the business policy. Our issue is with the fact that this non refundable deposit was given in the context of the business not even being licensed.
  
  When taking a deposit the expectation is for the business to fulfill the purpose of this deposit to the best of their ability (ie starting the day care). In the case of guidepost Montessori of Oakbrook, they accepted enrollments and deposits in July for a fall start date. We of course thought that the business was fully compliant with state and county regulations and was operating legally to open their business. We also understood the wait is mostly for enrollment purposes/ organization. We were then informed, after the fact that they had a routine licensing inspection which they apparently failed/did not meet expectations, which forced them to move the start date to 2024.
  
  Again, i have absolutely no issue with a business having a non refundable policy and we would not have complained had the refund not been given due to any other reason for not accommodating a student.
  
  However in this unique circumstance, guide post Montessori of Oakbrook was not allowed to operate by local regulators. It would have been illegal for them to accept students. Why is it then, if they are not allowed to operate the business and accept students (the only condition of the deposit), would it be legal or acceptable to collect deposits and enforce non refundable policies. Taking money before a business that is not operational is more in tune with investment rather than a business transaction.
  This sets a dangerous precedence for businesses to start collecting non refundable funds from trusting customers with little consequence on them to fulfill the condition of the deposit.
  
  Attaching screenshots of emails from guidepost Montessori of oakbrook explaining their delays due to licensing issues. 
  
  We feel guidepost Montessori of Oakbrook acted in bad faith with these predatory business practices and urge BBB to accept this complaint.
  Sincerely,
  
  *************************************

  Business Response

  Date: 02/19/2024

  Dear Better Business Bureau,
  The following response is in reference to complaint #********
  I kindly request that the complaint be dismissed as we have worked intentionally to make accommodations to meet the complainants expectations. We value our community and strive to address concerns in a fair and reasonable manner. Thank you for your attention to this matter and for your assistance in resolving this issue.
  Sincerely,
  Guidepost Montessori at Oak Brook Leadership Team   

  Customer Answer

  Date: 02/24/2024

   
  Complaint: 21037990
  
  I am rejecting this response because:

  The business failed to address and answer any of the points made in the complaint. They are simply asking for the case to be dismissed with no effort at proper remediation.
  The accommodation they mention in their response was a partial refund to tuition fees. We were never satisfied nor did we agree to anything less than a complete refund.

  Once again, we feel duped and cheated by guidepost Montessori of Oakbrook. This institution should have never taken advantage of its customers by taking non refundable deposits when they were not licensed to open their business.
  What makes it worse is the delay in opening the business was because they did not meet the standards set forth by DCFS which means not only were they not licensed, they did nit meet the requirements to be licensed either. How is it acceptable to take non refundable deposits from parents when the county has not allowed you to accept children. 
  A deposit is suppose to protect the business from the consumer changing their mind or backtracking on a deal. It is not suppose to be a blank cheque without accountability.

  This is kind of misleading business practice is the reason we have filed this complaint and are not satisfied with the business response to it.

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