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:06/11/2025

  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.

  Our daughter went to this facility and oddly they kept calling with her screaming at the top of her lungs. She was supposed to return the next day but the girl at the front desk kept trying to persuade me not to bring her, our daughter did have a mysterious **** on the bottom of her foot and ended up having a seizure episode 24 hours later. I have requested a manager contact me and to date have not received any correspondence. We would like to be contacted by management and a full refund.

  Business Response

  Date: 06/11/2025

  Thank you for sharing your concerns. We take all feedback seriously and want to begin by expressing our sincere apologies for any distress your family experienced.
  
  To clarify, during your child’s visit, our on-site manager spoke with you directly and was not made aware that your concerns had escalated beyond what was discussed at the time. Had we known, we would have taken immediate action to follow up. As soon as we became aware of your complaint, we attempted to contact you by phone (though we reached voicemail) and also sent an email to open the lines of communication. We remain happy to speak with you.
  
  As a courtesy—and because we never want any parent to feel unsupported—we processed a full refund immediately, without hesitation or the need for further discussion.
  
  Please know that at no point would we ever intentionally cause harm or refuse service to a child. Although your little one was experiencing some separation anxiety during initial arrival, she did eventually calm down and was at peace and safe with the care providers’ aid during her time with us. Any comment made about the next day’s event was simply out of caution, given it was a large, high-energy event that might have been overwhelming for her based on how she was doing the day before.
  
  Again, we take these matters very seriously. We are deeply sorry for your experience and remain available should you wish to speak further.
  

  Business Response

  Date: 06/11/2025

  We are sorry to hear that this client had a concerning experience and take these kinds of matters very seriously.
  Our team made multiple efforts to reach the client once the complaint was received, including a phone call with a voicemail left. Prior to this, management was not made aware of any concern — had we been, we would have contacted the family immediately.
  To clarify, there was no report or evidence of any injury occurring while the child was in our care. The staff called the parent during the booking only to keep her informed, as the child was having difficulty adjusting. The parent did not mention in her complaint to the BBB that her child had epilepsy as well. We pride ourselves on transparency and wanted to ensure the parent was fully aware of how her child was doing, especially so her condition did not escalate while in our care. 
  The suggestion regarding the child not return the following day was based on concern for the child and an upcoming large-scale event which has lots of noise and lots of children in attendance. At that time, the mother brought up that her child was also on the spectrum (which we did not know about prior). We are always very sensitive to this information and out of concern for the child’s comfort and wellbeing, the staff member let her know it may not be the right environment given the previous day’s experience for the child. However, the client was still offered the opportunity to sign up for the event. It is just that the parent was simply given all of the information on the event so she could make an informed decision on what she would like to do with her child based on the fact that her little one was already having a hard time adjusting in a quieter setting. We just wanted to let her know she would participating in an even more stimulating environment with more children present.
  Regardless, as a gesture of good faith and courtesy, we have already issued a full refund without hesitation. We would never intentionally harm a child or refuse service unfairly, and we are still happy to speak with the parent directly to answer any further questions or provide support.