Amherst Community Church Child Care Center

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowWe toured the facility in October 2015, and while we needed something for March 2016, Andrea told us that a spot wouldn’t be available until May/June I understand there was no guarantee, but I don’t know why Andrea told me that a spot was available at that time when it clearly was notAfter the tour, I called a few days later to let them know that they were our first choice They told me that May/June was still the approximate start time, but they were going to go through the waiting list to see if anything changed and if we could be moved upI called in January when my child was born, and asked about a start dateThey told me that Andrea needed to call me back, I left a message, and she never called me backI called several times after that and left messages for Andrea, with no return call, until I finally talked to her on March So while she claims in her response that we were welcome to call and check the status, I did call for the status several times and she never called me backThe only date I had to go on was the date they told me when we toured the facility Andrea stated in her response that they give priority to families currently enrolled, and there are infants expected this year Since the infant room only fits infants and the children stay until months, my child’s start date would be over months awayThe estimated start date she gave me of May/June doesn’t make sense, and she knew thatThey must have known that these families were expectingYet when I finally talked to her on March and asked her a start date, she said it would be less than a yearThey obviously don’t know what they are doing and just give random start dates to people When I talked to Andrea on March 7, she apologized “that no one got back to me.” She is the one who should have gotten back to meI was waiting for her call, and she couldn’t be bothered to figure out who was going to take the spots in the infant room, and let me know that I had a very long waitI did not just sit here complacent, expecting a spot whenever I wanted; I called several times trying to get an exact date and she didn’t call me back The fact that Andrea is blaming me for the situation because I didn’t have a backup is infuriatingI called and stated that I was interested in their center, they gave me an estimated start date that worked for me, so there shouldn’t be a need for a backupIf I had known that it was not even close to the true date my child would start, I would have looked into other centersThe center’s procedures might be that they take priority for families currently enrolled, but they never informed me of that fact when we toured or when I called to say we were interestedThey also never told me that the center was expecting infants in the next yearIf I would have known these facts, I would not have relied on their word of our expected start date since it was basically meaningless They had all the information I needed to make a decision, didn't tell me anything, and then are blaming me for not having a backup that I didn't know I needed They should not have lead us on that they wanted our business when they actually had no intention of providing us a spot They are dealing with an important part of people’s livesTo be so dismissive about the situation by saying there is no guarantee is completely unprofessionalAndrea’s “apology” on the phone was as disingenuous as the apology in her letter, and it is clear that she does not care about the situation Regards, [redacted]

Our child care center has only one infant room with spotsChildren are in this room from weeks to months old, which means we do not move up children for almost a year to a year and a halfAll families that tour for the Infant room are placed on a waiting list in hopes that a spot will open up at the time they need However,no guarantees are ever given and no money is taken to be placed on the wait list We tell all the families that we will contact them if a spot is going to open up but they are welcome to call us and check the status any timeThat was the same procedure taken with this familyThis family did tour while mom was pregnant and filled out a general information form on that dayIn response to the families complaint of no communication after the baby was born, is not accurate because we did note a conversation with mom in January and added the infants name and now birthday After that we noted a conversation with mom on March 7thIf we missed any messages between those dates we did apologize to mom during the March 7th conversation We did also explain to mom at that time that she is still on the waiting list and we were unsure when a spot would openFamilies with children currently enrolled have always had first priority filling any open spots within the classroomsThis has been an unusual year where we have had current families expecting an infant childDuring the conversation with mom I explained these extenuating circumstances to her and it became clear that we were her only plan even though she was never offered or guaranteed a spot off the wait listWe are sorry that we could not accommodate this family but feel strongly that we stayed true to our center's procedures and missionSincerely, Andrea OProgram Director

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. We toured the facility in October 2015, and while we needed
something for March 2016, Andrea told us that a spot wouldn’t be available until May/June
2016. I understand there was no guarantee, but I don’t know why Andrea told me
that a spot was available at that time when it clearly was not. After the tour,
I called a few days later to let them know that they were our first choice.
They told me that May/June 2016 was still the approximate start time, but they
were going to go through the waiting list to see if anything changed and if we
could be moved up. I called in January 2016 when my child was born, and asked
about a start date. They told me that Andrea needed to call me back, I left a
message, and she never called me back. I called several times after that and
left messages for Andrea, with no return call, until I finally talked to her on
March 7. So while she claims in her response that we were welcome to call and check the status,
I did call for the status several times and she never called me back. The only
date I had to go on was the date they told me when we toured the facility.
Andrea stated in her response that they give priority
to families currently enrolled, and there are 9 infants expected this year.
Since the infant room only fits 8 infants and the children stay until 18
months, my child’s start date would be over 18 months away. The estimated start
date she gave me of May/June 2016 doesn’t make sense, and she knew that. They
must have known that these families were expecting. Yet when I finally talked
to her on March 7 and asked her a start date, she said it would be less than a year. They
obviously don’t know what they are doing and just give random start dates to
people.
When I talked to Andrea on March 7, she apologized “that no one got back to me.”
She is the one who should have gotten back to me. I was waiting for her call, and
she couldn’t be bothered to figure out who was going to take the 8 spots in the
infant room, and let me know that I had a very long wait. I did not just sit
here complacent, expecting a spot whenever I wanted; I called several times
trying to get an exact date and she didn’t call me back.
The fact that Andrea is blaming me for
the situation because I didn’t have a backup is infuriating. I called and
stated that I was interested in their center, they gave me an estimated start
date that worked for me, so there shouldn’t be a need for a backup. If I had known
that it was not even close to the true date my child would start, I would have
looked into other centers. The center’s procedures might be that they take
priority for families currently enrolled, but they never informed me of that
fact when we toured or when I called to say we were interested. They also never
told me that the center was expecting 9 infants in the next year. If I would
have known these facts, I would not have relied on their word of our expected
start date since it was basically meaningless.
They had all the information I needed
to make a decision, didn't tell me anything, and then are blaming me for not
having a backup that I didn't know I needed.
They should not have lead us on that they
wanted our business when they actually had no intention of providing us a spot.
They are dealing with an important part of people’s lives. To be so dismissive
about the situation by saying there is no guarantee is completely
unprofessional. Andrea’s “apology” on the phone was as disingenuous as the
apology in her letter, and it is clear that she does not care about the
situation.
Regards,
[redacted]

Our child care center has only one infant room with 8 spots. Children are in this room from 6 weeks to 18 months old, which means we do not move up children for almost a year to a year and a half. All families that tour for the Infant room are placed on a waiting list in hopes that a spot will open...

up at the time they need.  However,no guarantees are ever given and no money is taken to be placed on the wait list.  We tell all the families that we will contact them if a spot is going to open up but they are welcome to call us and check the status any time. That was the same procedure taken with this family. This family did tour while mom was pregnant and filled out a general information form on that day. In response to the families complaint of no communication after the baby was born, is not accurate because we did note a conversation with mom in January 2016 and added the infants name and now birthday.  After that we noted a conversation with mom on March 7th. If we missed any messages between those dates we did apologize to mom during the March 7th conversation.  We did also explain to mom at that time that she is still on the waiting list and we were unsure when a spot would open. Families with children currently
enrolled have always had first priority filling
any open spots within the classrooms. This has been an unusual year where we have had 9 current families expecting an infant child. During the conversation
with mom I explained these extenuating circumstances to her and it became clear that we were her only plan even though she was never offered or guaranteed a spot off the wait list. We are sorry
that we could not accommodate this family but feel strongly that we stayed true to our center's procedures
and mission. Sincerely, Andrea O. Program Director