Complaints

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• Initial Complaint

  Date:02/02/2024

  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.

  This is a daycare and I am appalled at the owner *********************. My children just turned 5 and 7 so they are pretty young yet. They aren't allowed to bring toys all of a sudden when last week it was ok. Only reason given is another child lost theirs. Ok I get it but let's teach kids how to be responsible. ***** increased tuition this past summer of 2023 and do NOT notify me. I tried to be nice and understanding. She has complained about me to staff members and they have told me what I've said. When you confront her about a topic she lashes out and is mean. She is immature and not a person who should be running a daycare. Tuition has increased however I'm now having to send my own food in for my 5 year old. When the center closes for weather or holidays I still have to pay full price. If I don't go to work and use PTO I certainly don't get paid. She has bullied my kids. They say she's mean all the time to them. She has a staff member ***** who's son kept punching my son in the stomach and when asked to separate them nothing happened! My son was 6 at the time. How is this ok??? She's the only daycare in ******* and knows she can do whatever she wants because parents like me are desperate for help. This inappropriateness and bullying and taking advantage of parents needs to stop. This is not ok!I want to be reimbursed for the days the center closed, all the lunches I've had to pack, emotional distress to my children.

  Business Response

  Date: 02/05/2024

  In regards to the customer statement:
  In the matter of toys:
  Toys from home have been a problem on and off for years.When things start to become a big problem to the point of interrupting the classroom, we make changes to help the classroom situation. The steps we took about the toy situation over 2 weeks: 1) Teachers talk to the children about the situation (not sharing, lost toy on the playground and looking almost 20 min. for it, with the child being upset, toys being thrown in the classroom)and have them put the toy in their cubby when causing issues. 2) Teachers talk to the parents and ask them to keep the toys at home. 3) Teachers put the toys on my desk till parents pick them up, and then I give the parents the toy. (Dads comment was Now what? and then *********************** after I told him the child was throwing the toy in the room.) 4) I wrote a message to them about keeping toys at home and why.
  Here is a copy of the message that went home on Tuesday,January 30th after I had staff members at both locations telling me that mom had a problem with the boys not being able to bring toys.
  Good morning. I was told by both centers that you are upset about the center's rule about toys from home. Over the past 24 years of working in childcare, toys from home continue to be an issue. We have issues at both locations with children 1-not sharing, which turns into both children screaming and upset. 2- Lost, stolen, or broken toys, that turn into children screaming and upset. 3- Toys being thrown around the room and being asked to put away,which leads to children screaming and upset. 4- Toys with small parts that end up in other rooms and become choking hazards. 5- Inappropriate toys with weapons, that are not allowed, and the list can go on. We do allow stuffed animals for children to use at rest/nap time. The staff work very hard at changing out toys, rearranging rooms, and having daily activities to keep the children active and engaged, so they are not bored and have fun when at both centers. This rule is also supported by the teachers, as they are the ones who have to deal with the repercussions of the children and parents. I understand that this is sometimes the way parents get their children to listen or get them to the center by letting them bring a toy from home but it completely interrupts the entire day with issues. We ask that the toys remain in the car for them to have as soon as they are picked up. We appreciate your understanding and help in this matter.
  This matter was discussed with our State Licenser, *************************** on Friday, January 26th and it was her suggestion to stop toys from home for the time being. Not only was it becoming a safety concern but a disruption to the program.
  Other messages that were sent home about toys in the past:
  Lynzee Adkins - Aug 30, 7:36 am
  Good morning!! Due to home toys being mixed in with daycare toys, I am asking if everyone can please keep toys from home at home to eliminate toys being lost.Thank you! ??
  
  *********************;- Oct 30, 8:22 am
  At this time we are not allowing toys from home. We are having too many issues with not sharing and arguing over home toys. Know we have a lot of things for the children to do and the teachers change out the toys often. Thank you for your help and understanding. *****
  
  ************************;- Jan 29, 6:52 am
  Good morning! As a reminder, toys from home need to stay at home. This is to eliminate mixing up with daycare toys. Thank you and have a great Monday! ??
  
  In the matter of tuition increase:
  Yes, we made a tuition increase that took effect on July 17,2023. Notice was given to parents on June 23, 2023.  This is a 4-week notice for parents when our policy states we only need to give a 2-week notice. The issue at hand is that this family chose to pull their children out of the center and pay a holding fee to save money during the summer months. Because of this, when I sent out messages to all parents through our software Brightwheel they did not get the messages and I was unaware that they wouldnt see the parent messages. The messages are sent automatically to the parents. We had been talking to the parents and putting out messages for almost 3 months before this increase about ********** Counts and the state of *********. We encouraged the parents to contact their state representatives to keep ********** Counts for the childcare centers in **. Messages indicated an increase would need to take place if the state did not include ********** Counts in the budget.
  In the matter of Lunches:
  October 13, 2023, was the last day of work for our kitchen lady. She started working for a family member. I tried for 2 weeks to be in the kitchen, the office, and the classrooms to keep the center running as it was. After talking to our state legislator, ***************************, she informed me that I needed a designated kitchen staff member. Because of this, I needed the parents to start bringing a cold lunch. Our only other options were to shut down a classroom or terminate care of some children to utilize a staff member in the kitchen, till I could find and hire a new kitchen person. This would have caused another increase in tuition to stabilize the budget. Also, another increase was set for December 2023, and we chose to not do the increase because of the parents bringing their lunches. We continue to provide Breakfast, Snack,and milk for all meals. In the end, this is a better option for parents because they would be paying more if we had done the tuition increase instead of the lunches. We gave notice of cold lunches on October 30, 2023, and it took effect on November 6, 2023. We had several interviews and offers for this position but in the end, no one has taken the job.
  
  In the matter of weather and holidays:
  Here is our policy- We have these policies in place to balance the budget and prevent too many increases.
  FEE PAYMENT AND REFUNDS
  Tuition is billed on Thursday for the following week. Payment is due by Tuesday at 6:00 p.m. for the week of care. If there will be a third-party payment, as from an employer or the county, a special payment schedule will be arranged and detailed in the contract.  Parents will be responsible for any specified co-payments or unpaid amounts. Inspire Dreams Learning Center will announce any tuition increases at least two weeks in advance.
  The Director will establish a regular rate based on each child's hours and days of enrollment.
  NO refunds will be given for days when children do not attend for illness or other reasons.
  NO refunds will be given when the center closes due to severe weather, health emergencies, or any other unforeseen reason.
  Regular tuition will be charged when the center is closed for holidays. 
  Rates are higher for children under 2 years of age than for older children due to staff-child ratios.
  
  Current fees appear on the rate sheet.
  If a child will not attend on a regularly scheduled day, parents should let the Director know as soon as possible or by 1 hour before scheduled arrival. All varied schedules need to be in by Wednesday of the week prior to the schedule. Regular and full-time Schedules take priority over varied and part-time schedules.
  
  In the matter of a staff member's son:
  
  Due to confidentiality, I cannot go into great detail about this situation that happened over a year ago. I will however say this; with the ADA ********** with Disabilities Act of ****), we do not discriminate against any child who comes to our center. We do our best to accommodate all children with differing abilities.  With that being said, we sometimes do have issues at the center with children who have different abilities. Every effort is made to keep all children safe and happy. We help families with resources through the county, the school, and the state to assist a child with needs so the child can continue with our services.  With added services, this can greatly help a child in need. Just because a parent thinks nothing has been done to solve a problem, doesnt mean we have done nothing. Confidentiality still applies.
  
  
  Here is our policy for both:
  
  To protect each family's confidentiality, Inspire Learning Center will not share information about a child or a child's family with anyone who is not authorized to receive this information.  
  
  Inspire Dreams Learning Center will provide care for children between the ages of 4 weeks and 12 years. We will never refuse to enroll a child on the basis of race, ***,color, creed, political persuasion, national origin, handicap, ancestry, or sexual orientation.  We will make any reasonable accommodations to afford an individual with a disability an equal opportunity to participate in all services, programs, and activities.
  
  In the matter of damages and reimbursement:
  
  They could have left at any time with the increases and lunches. We have given them leniency on their bills and tuition. Our policy states that a late fee will be added if tuition is not paid in full by each Tuesday at 6:00pm for the week of care. The first late fee that was added was January 30, ****. This is because they were 1 month behind with an outstanding bill of over $1,200. Also back in August when the children started back from summer, they failed to turn in their fall schedule. As a result, the older child wasn't charged enough for care after school.  *** asked if she would have to back pay the 3 weeks he was there on Wednesdays but not charged, I told her we would just move forward. I have tried to stay positive and always gave them the time needed to make a payment. I could have added late fees every week their tuition was not in by Tuesday at 6:00pm, it would have totaled $2,470 in late fees.
  
  In the matter of being the only center in ******* and my interactions with her children:
  
  Yes, we are the only group center in *******. However, I helped chair the Calumet ************************** in efforts to bring other centers to the area. I have also participated in the Dream Up ***** in efforts to help home-based centers start in *******. I helped develop flyers that went out to every home in Calumet County to see what the needs were for the area. I know and understand that the area needs more care. However, there is a huge staffing issue and childcare is not a profitable business and has extremely low wages because of the restrictions the state has put on the field. The problem is much bigger than you or I.
  Their children are amazing and I love the little amount of time I have with them. I do not have a lot of opportunities to work directly with the children but when I do, their children are always the first to greet me and show me the things they are doing and playing with. Usually, child 1 (oldest) is in the Lego area or drawing something with Minecraft, and child 2 (youngest) is in the block area or housekeeping. They both enjoy the fact that I know nothing about Super *************************** or Minecraft. I am going to miss them dearly and anyone at the center could tell you that. I think the parents truly know this and that is why they gave a 2 week notice and didnt just pull the children. To say I do not belong in this business/field is heartbreaking. I have given 25 years of total service in childcare to the **********************. I strive to have great childcare at an affordable price. That is why my tuition is less than most in Calumet County.In fact over $50/week per child less than Play & Grow Learning Center, Holy Family Early Learning Center, and ******** Early Learning Center.  I am here because I love children and love the families we serve. To continue to be here for the community, we have to increase tuition and make choices that keep our budget balanced and program sustainable. I have done everything in my power to keep Inspire Dreams going for the community, including having outside agencies look at our books to help figure out solutions to keep tuition down. We dont like to make hard choices like food, toys, and tuition but it is all necessary to keep the center up and running smoothly. It saddens me that it has come to this. I never want to upset anyone or have feelings hurt.
  

  Customer Answer

  Date: 02/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The teachers there have told me time and time again it's ok for your boys to bring toys I know they are good. Messages are sent yes but then the next day I'm told it's fine don't worry about it. You do realize we don't make a fortune right? I am baffled at your response. I have spoken to over 10 parents who agree with me and every staff member I've talked to also agrees with me and my kids don't want to go anymore. The reason I gave 2 weeks notice is because your contract said that. And the fact that tuition was late because you made it so expensive I had no choice and then I paid it. I wash my hands of you.
  
  Regards,
  
  ***************************************

  Business Response

  Date: 02/07/2024

  Thank you for your response and input. Again, I am sorry to have upset you. This is never my intention. Your children will be missed.
  No refund/settlement will be given. However, I did void your tuition for the week and did not charge you for Monday and Tuesday, February 5th and 6th when your children attended.
  Best regards