Extended Day Services

To Whom It May Concern,My name is Kylie M***I am responding to complaint 10728698, that was submitted on 7/22/20152:59:06PM.Our 2ud half of summer camps tuition reminder was sent out on 7/6/5:04PMMrs*** hadopened the document on 7/6/7:46PMBy her opening the document, she was
aware that the payment wasdue on 7/9/Since the tuition was not paid on the due date, a $late fee was issued and another email wassent making Mrs*** aware of the $charge that was added to her accountThis was sent on 7/10/20155:01PM~On 7/14/2:55PM, a voicemail was left on Mrs ***’s answering machine stating that tuitionmust be paid before the child could attend campAfter we got no response from the voicemail that was left on7/14/2015, a Notice of Withdrawal email was sent on 7/15/3:00PM stating that if the tuition was not paidby 7/16/at Noon, services would be withdrawnPayment was not received by 7/16/at Noon, whichwe had to remove the scheduled days and tuition from the account on 7/16/2:39PM, An email was sentstating that the services has been removed and a check was issued for the credited amount on the account of$128.00.Mrs *** had contacted the office on 7/20/2015, saying that she would like to reinstate her servicesand pay her tuition over the phoneSince the services were already removed from the account, we needed thetime to reverse the credits and remove the check that was issued to the account since it had not been mailed orcashed yetAn email was sent to Mrs*** that same day 7/20/10:32AM, stating that her children hadbeen re-enrolled in the programAn updated statement and summer schedule was attached to the email.We received no response to the email on 7/20/until 7/21/3:20PM from Mrs*** asking usto add-on/take-off sonic dates and activities from her children’s scheduleThe changes were made to theaccount and showed a balance of$l,The amount of $1,went back down after the credits were reversedfrom the check that was issued for the credited amount of$128, Since activities were added to the schedules, theamount changed from theor ginal amount of $to $902, which was explained in an email response on7/21/3:46PM.Since we received no response to the email on 7/21/and we still had not received payment on7/22/2015, the week on 7/27/had to be cancelled for one child that was signed up for a schedule ofMonday-WednesdayI sent an email on 7/22/9:56AM explaining the reasoning we would not be able totake her child on those datesOur schedules are made weeks in advance and are made by the ratio of childrenenrolled on the specific date to staff membersSince the tuition was not paid and we had heard nothing fromMrs***, the camp notified us that it was too late to re-add the child to his previous schedule due to the lackof staff members on those daysWe’re required by the DPW to stay in range with our staff members to childrenand did not want to risk the loss of our license by accepting a child over the number recommended by them.I received a phone call later that day from Mrs*** very upset with me for removing the days fromher child’s scheduleI explained to her how our numbers work with our staff members to students andapologized for any inconvenience that it may have been to her, but since the tuition still was not paid for inadvance, we still would have been unable to take her child on this week even if we had the space availableIexplained to her that we would still be able to keep their schedules from August rd on the way theywereI also informed Mrs*** of each date that this information was sent to her on her tuition being late andfor the reasoning of her services being suspendedI am offended that she would say that I said “it was not myJuL 11:33AM NoP5problem what she did with her children, even if it is unsafe to leave them home alone all day.” That was neversaid by me or anyone else in our officeI apologized multiple times over the phone and repeated myself that itwas part of our policy that if tuition was not paid for in advance that we would withdrawal the childrenWe senther numerous emails and voice messages stating that the tuition was late and her children would be removedwithout paymentI also let her know that multiple parents that were out of town on vacation that had no accessto pay their tuition on time, gave me a date that they would be paying it by and I marked that down on theiraccountHad I received a message from Mrs***, I would have let her pay the tuition late, without receivinga late fee.I am attaching all of my conversations or documents that I have made of my conversations with Mrs.***I have also included an emergency contact from her account that has all of her information blanked outexcept for her electronic signature and our policies that she had accepted the terms to when she registered herchildren online 5/1/2015.Please let me know if you need any additional information from me.Sincerely,Kylie M***Accounts Manager

To Whom It May Concern,My name is Kylie M***I am responding to complaint 10728698, that was submitted on 7/22/20152:59:06PM.Our 2ud half of summer camps tuition reminder was sent out on 7/6/5:04PMMrs*** hadopened the document on 7/6/7:46PMBy her opening the
document, she was aware that the payment wasdue on 7/9/Since the tuition was not paid on the due date, a $late fee was issued and another email wassent making Mrs*** aware of the $charge that was added to her accountThis was sent on 7/10/20155:01PM~On 7/14/2:55PM, a voicemail was left on Mrs ***’s answering machine stating that tuitionmust be paid before the child could attend campAfter we got no response from the voicemail that was left on7/14/2015, a Notice of Withdrawal email was sent on 7/15/3:00PM stating that if the tuition was not paidby 7/16/at Noon, services would be withdrawnPayment was not received by 7/16/at Noon, whichwe had to remove the scheduled days and tuition from the account on 7/16/2:39PM, An email was sentstating that the services has been removed and a check was issued for the credited amount on the account of$128.00.Mrs *** had contacted the office on 7/20/2015, saying that she would like to reinstate her servicesand pay her tuition over the phoneSince the services were already removed from the account, we needed thetime to reverse the credits and remove the check that was issued to the account since it had not been mailed orcashed yetAn email was sent to Mrs*** that same day 7/20/10:32AM, stating that her children hadbeen re-enrolled in the programAn updated statement and summer schedule was attached to the email.We received no response to the email on 7/20/until 7/21/3:20PM from Mrs*** asking usto add-on/take-off sonic dates and activities from her children’s scheduleThe changes were made to theaccount and showed a balance of$l,The amount of $1,went back down after the credits were reversedfrom the check that was issued for the credited amount of$128, Since activities were added to the schedules, theamount changed from theor ginal amount of $to $902, which was explained in an email response on7/21/3:46PM.Since we received no response to the email on 7/21/and we still had not received payment on7/22/2015, the week on 7/27/had to be cancelled for one child that was signed up for a schedule ofMonday-WednesdayI sent an email on 7/22/9:56AM explaining the reasoning we would not be able totake her child on those datesOur schedules are made weeks in advance and are made by the ratio of childrenenrolled on the specific date to staff membersSince the tuition was not paid and we had heard nothing fromMrs***, the camp notified us that it was too late to re-add the child to his previous schedule due to the lackof staff members on those daysWe’re required by the DPW to stay in range with our staff members to childrenand did not want to risk the loss of our license by accepting a child over the number recommended by them.I received a phone call later that day from Mrs*** very upset with me for removing the days fromher child’s scheduleI explained to her how our numbers work with our staff members to students andapologized for any inconvenience that it may have been to her, but since the tuition still was not paid for inadvance, we still would have been unable to take her child on this week even if we had the space availableIexplained to her that we would still be able to keep their schedules from August rd on the way theywereI also informed Mrs*** of each date that this information was sent to her on her tuition being late andfor the reasoning of her services being suspendedI am offended that she would say that I said “it was not myJuL 11:33AM NoP5problem what she did with her children, even if it is unsafe to leave them home alone all day.” That was neversaid by me or anyone else in our officeI apologized multiple times over the phone and repeated myself that itwas part of our policy that if tuition was not paid for in advance that we would withdrawal the childrenWe senther numerous emails and voice messages stating that the tuition was late and her children would be removedwithout paymentI also let her know that multiple parents that were out of town on vacation that had no accessto pay their tuition on time, gave me a date that they would be paying it by and I marked that down on theiraccountHad I received a message from Mrs***, I would have let her pay the tuition late, without receivinga late fee.I am attaching all of my conversations or documents that I have made of my conversations with Mrs.***I have also included an emergency contact from her account that has all of her information blanked outexcept for her electronic signature and our policies that she had accepted the terms to when she registered herchildren online 5/1/2015.Please let me know if you need any additional information from me.Sincerely,Kylie M***Accounts Manager

Review: My bill for the second half of tuition for summer camp was due on July 9th. I went on vacation where I was in a remote area and did not have access to my home phone or email. I had forgotten to make the payment before I left and when the account was 3 business days late, I was given 21 hours to make the payment or my children were removed from the program. (At no time prior to this 21 hour notice was I told that a failure to pay on time would result in my children being removed from the payment.)

When I returned from vacation and received the notices, I called to get the children reinstated. I was informed (verbally and in writing) at that time that the children were added back to the schedule. I tried to make the payment over the phone, but they would not accept my payment since they had paperwork to do first to get the children back into the system.

The following day, I went to make the payment online and the amount was $182 higher than it should have been. I sent an email inquiring about the difference. I was told that was a credit I had from over-payment of the first half of tuition. This message was sent at 3:45pm on Tuesday. At 9:00am on Wednesday, I received an email stating that my son was removed from next week's schedule (3 days) since I had not given 2 weeks notice that he would be attending on the days that he was originally scheduled for.

It is unreasonable to only give 21 hours notice before removing my children from the program. A late fee would be expected, but to say that there is no room for my children since I did not give 2 weeks notice that they would be attending the days that they were scheduled for does not make sense. Especially, since I had a credit that would have covered that week and then some.

I have no options for alternative care for my children and with the limited notice, no way of obtaining care for my kids. The woman I talked to, Kylie M[redacted], stated that it was not her problem what I did with the children, even if it is unsafe to leave them at home alone all day.Desired Settlement: I am still owed the refund of the $182 credit on my account. I have no options for alternative care for my children and with the limited notice, no way of obtaining care for my kids.

Business

Response:

To Whom It May Concern,My name is Kylie M[redacted]. I am responding to complaint 10728698, that was submitted on 7/22/20152:59:06PM.Our 2ud half of summer camps tuition reminder was sent out on 7/6/2015 5:04PM. Mrs. [redacted] hadopened the document on 7/6/2015 7:46PM. By her opening the document, she was aware that the payment wasdue on 7/9/2015. Since the tuition was not paid on the due date, a $10 late fee was issued and another email wassent making Mrs. [redacted] aware of the $10 charge that was added to her account. This was sent on 7/10/20155:01PM~On 7/14/2015 2:55PM, a voicemail was left on Mrs [redacted]’s answering machine stating that tuitionmust be paid before the child could attend camp. After we got no response from the voicemail that was left on7/14/2015, a Notice of Withdrawal email was sent on 7/15/2015 3:00PM stating that if the tuition was not paidby 7/16/2015 at Noon, services would be withdrawn. Payment was not received by 7/16/2015 at Noon, whichwe had to remove the scheduled days and tuition from the account on 7/16/2015 2:39PM, An email was sentstating that the services has been removed and a check was issued for the credited amount on the account of$128.00.Mrs [redacted] had contacted the office on 7/20/2015, saying that she would like to reinstate her servicesand pay her tuition over the phone. Since the services were already removed from the account, we needed thetime to reverse the credits and remove the check that was issued to the account since it had not been mailed orcashed yet. An email was sent to Mrs. [redacted] that same day 7/20/2015 10:32AM, stating that her children hadbeen re-enrolled in the program. An updated statement and summer schedule was attached to the email.We received no response to the email on 7/20/2015 until 7/21/2015 3:20PM from Mrs. [redacted] asking usto add-on/take-off sonic dates and activities from her children’s schedule. The changes were made to theaccount and showed a balance of$l,016. The amount of $1,016 went back down after the credits were reversedfrom the check that was issued for the credited amount of$128, Since activities were added to the schedules, theamount changed from theor ginal amount of $888 to $902, which was explained in an email response on7/21/2015 3:46PM.Since we received no response to the email on 7/21/2015 and we still had not received payment on7/22/2015, the week on 7/27/2015 had to be cancelled for one child that was signed up for a schedule ofMonday-Wednesday. I sent an email on 7/22/2015 9:56AM explaining the reasoning we would not be able totake her child on those dates. Our schedules are made 2 weeks in advance and are made by the ratio of childrenenrolled on the specific date to staff members. Since the tuition was not paid and we had heard nothing fromMrs. [redacted], the camp notified us that it was too late to re-add the child to his previous schedule due to the lackof staff members on those days. We’re required by the DPW to stay in range with our staff members to childrenand did not want to risk the loss of our license by accepting a child over the number recommended by them.I received a phone call later that day from Mrs. [redacted] very upset with me for removing the days fromher child’s schedule. I explained to her how our numbers work with our staff members to students andapologized for any inconvenience that it may have been to her, but since the tuition still was not paid for inadvance, we still would have been unable to take her child on this week even if we had the space available. Iexplained to her that we would still be able to keep their normal schedules from August 3 rd on the way theywere. I also informed Mrs. [redacted] of each date that this information was sent to her on her tuition being late andfor the reasoning of her services being suspended. I am offended that she would say that I said “it was not myJuL 21. 2015 11:33AM No. 2834 P. 5problem what she did with her children, even if it is unsafe to leave them home alone all day.” That was neversaid by me or anyone else in our office. I apologized multiple times over the phone and repeated myself that itwas part of our policy that if tuition was not paid for in advance that we would withdrawal the children. We senther numerous emails and voice messages stating that the tuition was late and her children would be removedwithout payment. I also let her know that multiple parents that were out of town on vacation that had no accessto pay their tuition on time, gave me a date that they would be paying it by and I marked that down on theiraccount. Had I received a message from Mrs. [redacted], I would have let her pay the tuition late, without receivinga late fee.I am attaching all of my conversations or documents that I have made of my conversations with Mrs.[redacted]. I have also included an emergency contact from her account that has all of her information blanked outexcept for her electronic signature and our policies that she had accepted the terms to when she registered herchildren online 5/1/2015.Please let me know if you need any additional information from me.Sincerely,Kylie M[redacted]Accounts Manager