Extended Hours Program

To Whom It May Concern, In reply to the complaint regarding our policies and procedures in providing care for the child from [redacted] We emailed all families in our system two times throughout the weeks of summer reminding parents and of our registration process and our deadlines for registration and completion of student files per our licensing regulations for The State of Colorado — Rules Regulating School Age Child Care Centers: Rule #(attached and highlighted)This family has been with our program for several yearsOnce we received the registration for their child there was an inhaler that was to be used by the child and provided by the parentWe are required by the State to be provided with written orders by the prescribing practitioner(as noted in a second attachment that is included in the actual registration form the parent fills out)We emailed mom and then called their Best Contact Number (which was Dad's) and asked them for the required paperwork to complete the fileAt that time we let them know of our pick up deadlines for the file to go out to the schools in order for the child to attend(Files had to be complete by noon on Monday, August in order for children to attend August or August or the morning of August 12)When the first deadline was missed for attendance the first two days of school we called dad again and let him know we still had not received the paperwork and when our next pick up date would be and when the child could attend(Pick up on Friday, August — child could attend the afternoon of Friday, August 12th)The required paperwork was then received Wednesday, August 10th, and so would go out with the files on Friday morning pick up August 12th.MOM called the afternoon of August 10th to be sure we had received the paperwork and at that time demanded I make our staff pick up special for herShe also questioned our process and when letting her know of the State requirements she stated it just had not been a priority for them to provide us with the proper paperwork to complete the fileI stated again that the pick up would be Friday, August 12th and her child could then attend Friday afternoon.Dad called on August 11th — upset with our process and stated they would not be using our servicesHe then demanded a refund of the registration feeWhen denied the refund he said he would file a complaintWe attached the front page of our Web Page stating that we do not refund registration feeWe were not the ones delaying the paperworkMom stated on Wednesday, August 10th it was not a priority at the time for them to provide us with the paperwork we needed to complete the file and get it out to the schoolWe notified our parents throughout the summer of our process and our deadlines and with each contact we made with parents we were and are clear of our deadlines and pick up datesThe file was processed in the most timely manner provided the cooperation we are given by the parentsThere will be no refund of the registration feeI feel there should be no complaint regarding our business by [redacted] We did everything we could to communicate and process his child's fileWe have State Laws we have to abide by in order to provide the safest care possible for all children — his includedThe cooperation of the parents in crucial in this process and when it is not their priority in providing the proper information and forms it prevents us from processing their child's registrationAlways, Sheryl F [redacted] Extended Hours Program

Complaint: [redacted] I am rejecting this response because:Accusations in response from the business are false When I (dad) was first contacted in regards to the medical form; I informed Extended Hours Staff that the form had been submitted to my daughter's medical care provider I also informed Extended Hours I could not force the medical provider put a rush on the form My wife also reiterated this to Sheryl F [redacted] on August 10th Never was it stated that the "medical form" or my daughter's care was not a priority for us In fact, MsF [redacted] stated to my wife, "you need to make your child a priority" MsF* must have misunderstood what was said during her rant and use of profanity at my wife.The second time I was contacted by Extended Hours I reminded them for a third time that the required form was with the medical provider and we could not make the provider compete the form In their response, extended hours stated they do not issue refunds of the registration fee When I contacted Extended Hours on August 11th, I was informed my registration fee could be refunded if the "registration process" had not been completed I was informed the registration process was complete and I would not receive a refund of the registration fee.I understand there are deadlines However, I see it important to note that MsF [redacted] admitted to allowing a family to start child care after missing the deadline for registration Special accommodations should not be made for certain families and not others.I did not utilize their services this year, nor do I plan to ever again This complaint will not be resolved with anything short of receiving a refund Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Complaint: [redacted]
I am rejecting this response because:Accusations in response from the business are false.  When I (dad) was first contacted in regards to the medical form; I informed Extended Hours Staff that the form had been submitted to my daughter's medical care provider.  I also informed Extended Hours I could not force the medical provider put a rush on the form.  My wife also reiterated this to Sheryl F[redacted] on August 10th.  Never was it stated that the "medical form" or my daughter's care was not a priority for us.  In fact, Ms. F[redacted] stated to my wife, "you need to make your child a priority".  Ms. F[redacted] must have misunderstood what was said during her rant and use of profanity at my wife.The second time I was contacted by Extended Hours I reminded them for a third time that the required form was with the medical provider and we could not make the provider compete the form.  In their response, extended hours stated they do not issue refunds of the registration fee.  When I contacted Extended Hours on August 11th, I was informed my registration fee could be refunded if the "registration process" had not been completed.  I was informed the registration process was complete and I would not receive a refund of the registration fee.I understand there are deadlines.  However, I see it important to note that Ms. F[redacted] admitted to allowing a family to start child care after missing the deadline for registration.  Special accommodations should not be made for certain families and not others.I did not utilize their services this year, nor do I plan to ever again.  This complaint will not be resolved with anything short of receiving a refund.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

To Whom It May Concern, In reply to the complaint regarding our policies and procedures in providing care for the child from [redacted]. We emailed all families in our system two times throughout the 10 weeks of summer reminding parents and of our registration process and our deadlines for...

registration and completion of student files per our licensing regulations for The State of Colorado — Rules Regulating School Age Child Care Centers: Rule #7.712.51 (attached and highlighted). This family has been with our program for several years. Once we received the registration for their child there was an inhaler that was to be used by the child and provided by the parent. We are required by the State to be provided with written orders by the prescribing practitioner. (as noted in a second attachment that is included in the actual registration form the parent fills out). We emailed mom and then called their Best Contact Number (which was Dad's) and asked them for the required paperwork to complete the file. At that time we let them know of our pick up deadlines for the file to go out to the schools in order for the child to attend. (Files had to be complete by noon on Monday, August 8 in order for children to attend August 10 or August 11 or the morning of August 12). When the first deadline was missed for attendance the first two days of school we called dad again and let him know we still had not received the paperwork and when our next pick up date would be and when the child could attend. (Pick up on Friday, August 12 — child could attend the afternoon of Friday, August 12th). The required paperwork was then received Wednesday, August 10th, and so would go out with the files on Friday morning pick up August 12th.MOM called the afternoon of August 10th to be sure we had received the paperwork and at that time demanded I make our staff pick up special for her. She also questioned our process and when letting her know of the State requirements she stated it just had not been a priority for them to provide us with the proper paperwork to complete the file. I stated again that the pick up would be Friday, August 12th and her child could then attend Friday afternoon.Dad called on August 11th — upset with our process and stated they would not be using our services. He then demanded a refund of the registration fee. When denied the refund he said he would file a complaint. We attached the front page of our Web Page stating that we do not refund registration fee. We were not the ones delaying the paperwork. Mom stated on Wednesday, August 10th it was not a priority at the time for them to provide us with the paperwork we needed to complete the file and get it out to the school. We notified our parents throughout the summer of our process and our deadlines and with each contact we made with parents we were and are clear of our deadlines and pick up dates. The file was processed in the most timely manner provided the cooperation we are given by the parents. There will be no refund of the registration fee. I feel there should be no complaint regarding our business by [redacted]. We did everything we could to communicate and process his child's file. We have State Laws we have to abide by in order to provide the safest care possible for all children — his included. The cooperation of the parents in crucial in this process and when it is not their priority in providing the proper information and forms it prevents us from processing their child's registration. Always, Sheryl F[redacted] Extended Hours Program