Complaints

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• Initial Complaint

  Date:02/26/2025

  Type:Customer Service 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.

  Unprofessional rude behavior. This business participates in state subsidy programs but act rude and unprofessional to **nsumers who rely on assistance. This business was dishonest in their reporting to the state ELRC program. They stated that me the **nsumer owed for ** payments instead of owing for days missed. Therefore I lost child care.

  Business Response

  Date: 03/19/2025

  The client (family) was funded thru a government agency.  As such the family who receives that funding has responsibilities stipulated by the agency, as do we as a provider of services under the agencys agreement.  See document parents caretakers rights and responsibilities issued by the Agency.  The family is required to sign and agree to the components of the Providers Tuition Agreement, which also contains the conditions of those covered by Agency funding (See attached ******* ** Tuition Agreement). 
  
  One requirement is for the family to make weekly payments for their part of the funding - a copayment determined by the agency.  Another is when the client has non-covered days created as a condition of the agreement, the Provider has the right to bill the daily rate for those days. The non-covered days can be incurred when the familys attendance exceeds the 40 days allotted per fiscal year.  Such was the case with this family (see May invoice with 6 unpaid days); as a result the family was billed for the 6 unpaid days. At the time the familys account was ***orted to the agency, the family was carrying a balance which included delinquent Copays as well as a residual balance from non- covered days billed in May 2024. (See Email Exchange ELRC ******** ) the family was made aware of the statement balance and a description was given for each charge. The statement balance is a culmination of all charges and payment is applied to the balance remaining. The payment is not applied to components of the balance, rather the family is responsible for the whole balance as long as the charges were applied according to stipulations in the agency agreement, which they were (see  attached ******* Statement 05012024-02282024 of charges and payments). The family was given ample time to make the payments as well as work out a payment arrangement to resolve the balance.  (see Email Exchange ******** SC). 
  
  The family chose to withdraw enrollment from our center on 02262025.   At that point we had not received any notice from the agency that the familys funding had been stopped; rather the family chose to withdraw from our center, thus ending their funding to us as a provider of their services.   At the time of the familys withdrawal, the family left a balance of $105 which we subsequently wrote off as a bad debt. Therefore, it is Shady Lanes position that nothing is owed to the family (by the Agency or the Provider) as the familys decision to withdraw was voluntary.
  
  Regarding the familys statement regarding rude and unprofessional behavior, we regret that the family concluded that we are rude and unprofessional.  Sometimes in following policy and reiterating responsibilities of all concerned, it is not received well.   
  
   
  Note: the agency communication protocols are that the client has a ***resentative that handles the familys eligibility requirements and conditions. The Provider is assigned a ***resentative who handles any provider related requirements and conditions. The provider is not required nor encouraged to contact the familys agency *** to resolve any family disc***ancies or concerns. Those can be handled by the respective agency ***s internally. The request by the family for the provider to contact the familys *** was outside of the agencys agreement.