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Business Profile

Specialty Schools

Tierra Encantada Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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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Complaint status

Complaint type

  • Initial Complaint

    Date:06/28/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 son broke his leg and I contacted the Rochester director to ask if he was able to come. She said she would call the District Manager and call me back. When she did not call back, I reached out again and she informed me he "cannot come back until he can participate". I explained that it was only his mobility that was limited and with assisted mobility he would be able to engage in all activities. She continued to inform me he could not come back until he could participate. I pointed out that they care for infants who cannot move and that my son is more independent than an infant, even with his cast, but I was still told that he could not come but I would still be charged. According to their policy, if a child is dismissed from the program "If a family is removed from our program, all monies paid are non-refundable and the deposit is forfeited". They determined he could not return for the duration of his injury, which doctor's stated could be 6-8 weeks. Due to this, they have essentially dismissed him from the program for this time and I believe that the dismissal policy should stand. However, they are considering it a withdrawal and according to their policy I will be charged for 5 weeks when my child cannot attend due to their decision. After I had already made alternative childcare arrangements, the District Manager contacted me and changed their decision, stating that they COULD make accommodations with a doctor's note and with a plan put in place to meet his needs. However, I had already taken the dismissal as fact and arranged alternative care, and I ultimately do not trust them to care for my child now after they told me they could not originally. I believe they only changed their mind after realizing they had violated the Americans with Disabilities Act. I do not believe I should be charged for the 5 weeks of care due to their poor communication and changing their minds, after I had to adjust my work and childcare due to their original dismissal.

Tierra Encantada Inc is NOT a BBB Accredited Business.

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