Complaints

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• Initial Complaint

  Date:09/18/2023

  Type:Order 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.

  We signed a childcare service contract through provider, Eagle Mountain Kids Care owned by DeNae V*********. Upon signing, we were promised our children would receive services that exhibited safety & overall happiness. We have felt those terms have not been exhibited. Within the 4 days my children were there, we received multiple allegations of my 3 year old hitting/talking back/pushing/etc. After the 4th instance in which hitting had to be a write up- I asked the owner DeNae V********* for footage so I could see what was going on. Upon requesting footage, Mrs.V********* claimed her cameras stopped working & there was no footage of hitting. The only video I got was a situation that was presented to me from Mrs.V********* that my 3 year old was taking snacks off other children’s plates, so the teacher called her over to tell her to keep her hands ri herself, and my child stomped her foot and verbally said “You can’t tell me what to do!” In the video, I see my child stomping her foot but nothing came out of her mouth regarding the statement DeNae claimed she made. Then, I witnessed Mrs.V********* shout at my child from across the room, in front of other children, to correct the behavior. This was completely out of line for a childcare provider to exhibit aggressiveness when correcting such small actions as stomping of a foot from a toddler. Mrs.V********* claimed she has “No tolerance for the stomping of feet so she came off more rigid” in this situation. I, by no means, signed nor consented to my child to be shouted at. Therefore, I wrote a formal letter of contract termination. Mrs. V********* claimed we still owe $300 for early cancellation fee + the remaining months dues. When my children have only been there 4 days, we were told we owed $1561 DUE at 5:30PM same day I sent the formal letter of termination. (9/15/23). My purpose of this complaint is to come to mediation with Eagle Mountain Kids Care, pay the 4 days my children received services, $300 fee & be done.

  Business Response

  Date: 09/18/2023

  I notified and checked with the state the following day to just confirm I didn’t do anything wrong as well as because I had to follow up on an injury report. Their daughter has hit a child with a kid metal frying pan on the temple of the left side of his face and bruised it pretty well. While on the phone with them I notified them of the conversation I had with the parent and sent the footage and they said nothing wrong was done and no rules were broken and not to worry about it and they would let me know if the family filed a complaint. Which they did Friday morning and said since I had submitted everything Thursday and no rules were broken and no harm came to the child the case was closed. The family stated that their child had never acted aggressively in home and from day one that’s all we had seen and had notified them about it. I sent them proof that the cameras were down multiple days and I was unaware since we do not rely or check on the cameras day to day. There were a total of 4-5 adults plus 10-14 children who witnessed everything and we have a photo of the child who was struck and given a bruise. They didn’t believe me about the cameras but I sent them the proof so I don’t know what more to do in that aspect. Wednesday night they even asked for hourly messages and pictures of their daughter to see how she was doing for Thursday and we did as best we could which we are not required by the state but we were trying to help them adjust as this is their first daycare experience and they decided the following day to terminate. We have a contract and since nothing was broken in the contract for termination without pay so as stated in the contract they are required to pay in full. They were upset about it but at the end of the day I have a business to run as well and that’s what the contract is for. 

  Customer Answer

  Date: 09/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I am not going to argue over Mrs. V*********’s methodology on
  discipline. We disagree with it, therefore we terminated contract. Upon signing
  the contract, never did we consent nor agree to the shouting at children and it
  was by no means explained to us that this was the way she handled disciplinary
  action. It was quite the opposite with how she explained to us during the tour. 
  Now,
  I feel it is realistic in paying Eagle Mountain Kids Care the 4 days in which
  we received services, as well as the $300 early termination fee. Given this is
  a personal contract made by DeNae V*********, I want the BBB to help us come to
  a resolution in terms of what we are going to pay. I do not by any means
  support this business’ approach on disciplinary action, nor did I consent to
  the shouting of my child. If any tone is to be “questioned”, or sent to a
  “parent group” to see what they think like Mrs. V********* did, then the tone
  should not be used at all. Shouting is never acceptable in terms of teaching or redirecting a child. In addition to that, we never consented to talking
  about the tone used with our child with other parents like Mrs. V********* did.
  That, in terms of confidentiality, is not a professional take. Rather, we would
  expect Mrs. V********* to listen to the parents concerns and make sure our
  needs are heard and acted upon. Rather, Mrs. V********* was argumentative in
  speaking on her approach regarding the stomping of my child’s foot. It was
  stated Mrs. V********* has “No tolerance for the stomping of feet, and if this
  behavior is not corrected- it carries onto teen years.” We have differences in
  the way we view disciplining a child, and that is okay. Which is why we removed
  our children from the facility after only 4 days of our children attending, we
  quickly noticed this was not a good fit. Now, we are going through BBB so that
  they can be a 3rd party in helping us come to a realistic solution with Mrs.
  V*********. Since the day we sent the contract termination letter, Friday
  9/15/23, Mrs. V********* stated we had til 5:30PM same day 9/15 to send the
  $300 cancellation fee plus the remainder of the month totaling out to $1561 due
  that day, and if not- the state would be contacted and we would be served a court
  date. That is not realistic expectations nor a realistic solution to pay $1561
  the same day we terminated contract, & to consistently threaten to contact
  the state is by no means professional. Lastly, upon submitting a complaint with
  Utah’s Childcare Licensing in which Mrs. V********* is licensed through, it was
  stated that the formal complaint was dismissed. That by no means is true &
  according to Sue K******, this complaint is still to be investigated. There is
  a false narrative being posed by Mrs. V********* in terms of her doing no
  wrong, when that has not been decided by the state or licensing agency given
  they have not communicated with me- the person in which submitted the
  complaint. We by no means expected this to happen, that’s clear given we signed
  this contract for a year. Now, we just want to be sure we come to a realistic
  solution with Eagle Mountain Kids Care. And because there are no disclaimers
  within Mrs. V*********’s contract, we feel this is fair that a professional
  whom owns a childcare facility, allow our needs to be met elsewhere and come to
  an agreement that meets all needs involved. Because we feel as though the contract terms have not been met in terms of my child being in a safe, happy environment; Our proposal is paying only what’s
  owed / what was done for us for the 4 days only within the establishment. The 4
  days of childcare + the $300 cancellation fee. 
  If needed, I can attach the emails from Sue K******, the video in which Mrs. V********* can be heard using an aggressive approach/tone with shouting at my child from across the room in front of other children because my 3 year old stomped her foot, Child Guidance and Interaction (R430-50-12) document regarding shouting, and any additional documentation you may need. 
  
  
  
  Sincerely,
  
  
  
  **** *********