Complaints

This profile includes complaints for Children's Nest Learning Center, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Children's Nest Learning Center, LLC

  161 Laymantown Rd Troutville, VA 24175-6634

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  Children's Nest Learning Center, LLC

  504 Dexter Rd Roanoke, VA 24019-4253

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:12/28/2024

  Type:Billing 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.

  I enrolled my child at Children's Nest Learning Center Hollins.
  
  On June 18th via email, the Director at the time said my on could start daycare in October.
  
  On June 21st, I sent a $100 deposit and first week payment of $250 to hold his place on the waiting list for the next available spot.
  
  On August 2nd, I followed up to see where my son was on the waiting list.
  
  I didn't get a response until August 21st, stating he is still on the list for October. No specific start date was given.
  
  Since I hadn't heard back in nearly three weeks and received no definitive date to start, I responded the same day informing the daycare that I had to get my son in another facility until the end of the year and asked if he could start January 1st.
  
  On August 22nd, the director said she would check on the January 1st start date.
  
  On October 1st, with short notice, a new Director (same email chain) emailed me to say they have an opening on October 25th. I told her the same thing that I had previously said, that we had to enroll him at another facility but asked if we could get him in January 1st. She said that she had to fill the October spot and would let me know about a new start date.
  
  There was no communication from anyone at Children's Nest until December 10th asking if he still needed to enroll in January. I informed them that I wasn't sure he was able to enroll in January and that we are keeping him at his new daycare. I asked if it was possible to be refunded the $250 first week payment since the $100 was non-refundable.
  
  December 12th the Director said she'd remove him from the January list and the deposit (assuming both) was non-refundable.
  
  My dispute is that due to the sparse communication, with months in between emails, left us no other option but to enroll our child into an alternate daycare. I think some, if not all, the deposit should be refunded as they failed their obligation to respond in a timely manner and their disorganization led to this outcome.

  Business Response

  Date: 01/20/2025

  Attached are the email threads on how that played out.  It appears ****** bumped his start date back on her behalf and then refused the opening in January as well. Will send this in two parts ***** ** *******Director of Operations Children's Nest Learning Center

  Customer Answer

  Date: 01/21/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.My concerns are regarding the communication and organizational issues we have experienced. The delayed responses, often spanning weeks or even months, and the frequent miscommunications have significantly hindered our planning efforts.There were two instances where my son was offered a start date with less than a month's notice. On August 22nd, I inquired about availability for October but did not receive a response until October, when I was informed that there was room. Additionally, I mentioned a potential January start on October 1st, but did not receive a response until December 10th, which was too late to adjust our daycare plans.In an industry that is vital for working parents, such lack of communication and disorganization makes it extremely challenging to plan ahead. The level of communication we received was far below what we expected when we enrolled.Given these circumstances, I believe a refund or partial refund would be an appropriate resolution.Sincerely,****** ******* ****************

  Business Response

  Date: 02/06/2025

  During the time frame mentioned a new director took over.  I understand we had a spot for him in Oct. but you had found another place for him.  You then inquired about Jan. and at that time you were put on a wait list.  We did not have a spot open in Jan. until we reached out to you in December.  At that time you were keeping your son at his present daycare.