Initial Business Response /* (1000, 9, 2015/03/09) */
Revdex.com Atlantic Provinces
XXX- XXXX Brunswick Street
Halifax, NS B3J 3J8
Re: Case [redacted]
[redacted],
Thank you for providing me with the opportunity to reply to complaint made against my
business (Dutch...
Village Road Child Care Centre) by [redacted]. I take this complaint very
seriously and want to do what I can to resolve the issue to everyone's satisfaction.
Since receiving the complaint notice [redacted] I have reflected on **. [redacted]'s specific
issues and I have discussed the complaint with my Daycare Advisory Committee and my Early
Child Care Consultant. Below are my responses and explanations for the issues raised by **.
[redacted].
1. Optional Yoga Class and Payment
A $[redacted] fee was paid in [redacted]. When the fee was paid **. [redacted] did not express to
me or my staff that she was dissatisfied with paying yoga fee. The child has already completed
approximately 18 out of 25 classes. If [redacted] had express her concern at the time of payment
then Parents Advisory was willing to subsidize any families needing support for payment.
The payment of $[redacted] will not be refunded at this time.
2. Customer Service Complaint
At DVRCCC our mission statement includes providing good communication which I feel we take
pride in. I feel very sad that [redacted] feels this way after providing a wonderful child care
experience for her and her [redacted], which I have been a vital part of. I hope that
we can get back on track with our relationship after these issues have been resolved.
I will make a concerted effort to rebuild a positive relationship with **. [redacted].3. Sick notes
Dutch Village Road Child Care Centre has an illness policy in place. **. [redacted] has signed that
she understands and agrees to the policy. Our policy does not state we will write notes for
parents when children are sent home due to illness. I provided **. [redacted] with her signed copy
of our policy [redacted].
When [redacted] expressed her dissatisfaction with this on [redacted] to me and the Assistant
Director, I immediately took this concern to the Advisory Committee and Early Child Care
Consultant on [redacted]. They instructed me that providing notes to parents was not
feasible. If a child is sent home due to illness they should see a doctor at the parents' discretion.
If a note is requested by her employer for missed work it is the parents' responsibility, not the
child care facility's responsibility to provide a note when a doctor's note is required by the
parents' employer.
I made several attempts to contact [redacted] to discuss this with her. She did not return my call.
Notes will not be provided for parents when children are sent home dues to illness as per our
policy.
4. Official tax receipt
From [redacted] provided all written cheques for the child
care payments except what was received as a subsidy through Community Services. I was
instructed by my accountant the [redacted] income tax receipt must be issued to [redacted].
[redacted] expressed to the staff and Assistant Director that the income tax receipt was incorrect.
She was informed to contact me directly as I was the only per[redacted] with the ability to discuss tax
receipt information with parents. [redacted] expressed to me during a phone conversation on [redacted] that the receipt needed to be made out to her.
Currently we do not have formal documentation showing that **. [redacted] shares the same
address as [redacted] and therefore my accountant is unable to include **. [redacted]'s name
of the official tax receipt.
The official tax receipt will not be issued to **. [redacted], as this would be asking me to commit
fraud.
5. [redacted]
[redacted]. [redacted]
Address the consumer's desired resolution -
I want to rebuild the relationship with **. [redacted] for the benefit of her [redacted] care and I will
make every effort to communicate with **. [redacted] in a caring and professional way.
Thank you for giving me the opportunity to present my side of the situation. I look forward to
your response.
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. In regards to the yoga, I did express my displeasure with having to pay this to a member of staff ([redacted]). I would like that on record but I am letting this concern go because it is not my main concern going forward.
2. As far as the notes go, this is my main concern. I do not have an issue with the illness policy, in fact I think it is of utmost importance for the health of all of the children of the centre. It is provided in writing to me if the daycare is unable to provide the service I am paying for via email should:
A. The power be out
Or
B. The daycare closes, opens late, or closes early due to inclement weather.
I am not satisfied with the rea[redacted]ing [redacted] provided me for not providing me confirmation is writing should the daycare be unable to provide the service I am paying for due to the daycares policy. (Again, I do not dispute the policy itself)
My issue is I am paying for the service and am unable to due it due to my [redacted] illness,[redacted]. [redacted]. [redacted]. I have since provided her with a receipt proving I was charged.
I have tried to work with the business by providing pre written notes which need to only be dated and signed but again this was refused.
[redacted]. I have called back and left a message asking for a call back after 5pm but was told by a member of staff that [redacted] would only speak to me during hours which, convenient for her, I am working. The daycare closes as [redacted] so I do not feel asking for a call during hours the business is still opened is unrea[redacted]able.
If the business is still refusing to take a moment to sign a note for me every few months when my [redacted], [redacted]. [redacted].
I do not feel what I am asking is unreasonable. I was clear when I joined the daycare [redacted] notes would be required when my [redacted] was inevitably sent home and I was assured by [redacted] herself that this would not be an issue. And it was not up until the end of [redacted].
I stand by wanting an agreement to provide me this when service can not be provided, for any reason.
Tax receipt issue was resolved with [redacted] over the phone following the initial complaint, this issue is no longer relevant.
I am hoping this is resolved as dealing with [redacted] directly has not always been a comfortable experience. [redacted].
Final Business Response /* (4000, 21, 2015/03/30) */
Thank you for your ongoing support in dealing with our customer issue. We take this process seriously and look forward to a solution.
First, I would like to say that this is the first time the issue of issuing notes to parents to provide to employers has been raised with us. Ultimately, our customer is asking for a significant change to a core policy that applies to all customers of our business. We are open to having this discussion and we are open to making a change to our policy. However, in order to make a significant change to a policy in our business we would need to first consult with the advisory board and our licensing consultant to discuss the full implications. Depending on their feedback we would look at making the policy change. It must be noted that the policy review process could take 4 to 6 months to complete. This process would include reviewing the impact the policy change could have on the business and planning for the resulting administrative burden of creating and maintaining all the resulting documentation that the new policy would require, the administrative cost of the policy change, rewriting the policy itself, and finally re-introducing the policy to all customers of the business as well as any associated fees. This would be a significant undertaking but one that we would gladly undertake if it will enhance the service we offer to our customers. If the new policy were to be undertaken we would expect to roll out the new policy [redacted].
In the meantime until the policy has been reviewed we will maintain our current policy[redacted]. I hope you can understand that we cannot make exceptions to our policies at one customer's request. However, we will certainly take this policy change into consideration but we must insist that our customer respect our process in developing new policies and procedures. There are many implications that we must consider.
Currently, we do send emails to all customers advising of business closures due to inclement weather but we do not issue notes or emails when children are sent home due to illness.
Thank you again for giving us the opportunity to participate in this process. [redacted]
Final Consumer Response /* (4200, 23, 2015/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am happy that we are finally moving in the right direction. Although I do find it interesting that the timeline for having this resolved brings us exactly to the month in which my [redacted] will no longer being attending the daycare therefore it is irrelevant.
[redacted].
I am confident it does not say anything of the sort specifically on the policy since DVRCCC a happily wrote me notes was acceptable in the eyes of DVRCCC a until the end of [redacted]. Once this had been submitted to myself and Revdex.com I request that DVRCCC a writes me a note Or email, or stamps and signed the notes I've provided them, whichever is easier for them.
[redacted]
Initial Business Response /* (1000, 9, 2015/03/09) */
Revdex.com Atlantic Provinces
XXX- XXXX Brunswick Street
Halifax, NS B3J 3J8
Re: Case [redacted]
[redacted],
Thank you for providing me with the opportunity to reply to complaint made against my
business (Dutch...
Village Road Child Care Centre) by [redacted]. I take this complaint very
seriously and want to do what I can to resolve the issue to everyone's satisfaction.
Since receiving the complaint notice [redacted] I have reflected on **. [redacted]'s specific
issues and I have discussed the complaint with my Daycare Advisory Committee and my Early
Child Care Consultant. Below are my responses and explanations for the issues raised by **.
[redacted].
1. Optional Yoga Class and Payment
A $[redacted] fee was paid in [redacted]. When the fee was paid **. [redacted] did not express to
me or my staff that she was dissatisfied with paying yoga fee. The child has already completed
approximately 18 out of 25 classes. If [redacted] had express her concern at the time of payment
then Parents Advisory was willing to subsidize any families needing support for payment.
The payment of $[redacted] will not be refunded at this time.
2. Customer Service Complaint
At DVRCCC our mission statement includes providing good communication which I feel we take
pride in. I feel very sad that [redacted] feels this way after providing a wonderful child care
experience for her and her [redacted], which I have been a vital part of. I hope that
we can get back on track with our relationship after these issues have been resolved.
I will make a concerted effort to rebuild a positive relationship with **. [redacted].3. Sick notes
Dutch Village Road Child Care Centre has an illness policy in place. **. [redacted] has signed that
she understands and agrees to the policy. Our policy does not state we will write notes for
parents when children are sent home due to illness. I provided **. [redacted] with her signed copy
of our policy [redacted].
When [redacted] expressed her dissatisfaction with this on [redacted] to me and the Assistant
Director, I immediately took this concern to the Advisory Committee and Early Child Care
Consultant on [redacted]. They instructed me that providing notes to parents was not
feasible. If a child is sent home due to illness they should see a doctor at the parents' discretion.
If a note is requested by her employer for missed work it is the parents' responsibility, not the
child care facility's responsibility to provide a note when a doctor's note is required by the
parents' employer.
I made several attempts to contact [redacted] to discuss this with her. She did not return my call.
Notes will not be provided for parents when children are sent home dues to illness as per our
policy.
4. Official tax receipt
From [redacted] provided all written cheques for the child
care payments except what was received as a subsidy through Community Services. I was
instructed by my accountant the [redacted] income tax receipt must be issued to [redacted].
[redacted] expressed to the staff and Assistant Director that the income tax receipt was incorrect.
She was informed to contact me directly as I was the only per[redacted] with the ability to discuss tax
receipt information with parents. [redacted] expressed to me during a phone conversation on [redacted] that the receipt needed to be made out to her.
Currently we do not have formal documentation showing that **. [redacted] shares the same
address as [redacted] and therefore my accountant is unable to include **. [redacted]'s name
of the official tax receipt.
The official tax receipt will not be issued to **. [redacted], as this would be asking me to commit
fraud.
5. [redacted]
[redacted]. [redacted]
Address the consumer's desired resolution -
I want to rebuild the relationship with **. [redacted] for the benefit of her [redacted] care and I will
make every effort to communicate with **. [redacted] in a caring and professional way.
Thank you for giving me the opportunity to present my side of the situation. I look forward to
your response.
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1. In regards to the yoga, I did express my displeasure with having to pay this to a member of staff ([redacted]). I would like that on record but I am letting this concern go because it is not my main concern going forward.
2. As far as the notes go, this is my main concern. I do not have an issue with the illness policy, in fact I think it is of utmost importance for the health of all of the children of the centre. It is provided in writing to me if the daycare is unable to provide the service I am paying for via email should:
A. The power be out
Or
B. The daycare closes, opens late, or closes early due to inclement weather.
I am not satisfied with the rea[redacted]ing [redacted] provided me for not providing me confirmation is writing should the daycare be unable to provide the service I am paying for due to the daycares policy. (Again, I do not dispute the policy itself)
My issue is I am paying for the service and am unable to due it due to my [redacted] illness,[redacted]. [redacted]. [redacted]. I have since provided her with a receipt proving I was charged.
I have tried to work with the business by providing pre written notes which need to only be dated and signed but again this was refused.
[redacted]. I have called back and left a message asking for a call back after 5pm but was told by a member of staff that [redacted] would only speak to me during hours which, convenient for her, I am working. The daycare closes as [redacted] so I do not feel asking for a call during hours the business is still opened is unrea[redacted]able.
If the business is still refusing to take a moment to sign a note for me every few months when my [redacted], [redacted]. [redacted].
I do not feel what I am asking is unreasonable. I was clear when I joined the daycare [redacted] notes would be required when my [redacted] was inevitably sent home and I was assured by [redacted] herself that this would not be an issue. And it was not up until the end of [redacted].
I stand by wanting an agreement to provide me this when service can not be provided, for any reason.
Tax receipt issue was resolved with [redacted] over the phone following the initial complaint, this issue is no longer relevant.
I am hoping this is resolved as dealing with [redacted] directly has not always been a comfortable experience. [redacted].
Final Business Response /* (4000, 21, 2015/03/30) */
Thank you for your ongoing support in dealing with our customer issue. We take this process seriously and look forward to a solution.
First, I would like to say that this is the first time the issue of issuing notes to parents to provide to employers has been raised with us. Ultimately, our customer is asking for a significant change to a core policy that applies to all customers of our business. We are open to having this discussion and we are open to making a change to our policy. However, in order to make a significant change to a policy in our business we would need to first consult with the advisory board and our licensing consultant to discuss the full implications. Depending on their feedback we would look at making the policy change. It must be noted that the policy review process could take 4 to 6 months to complete. This process would include reviewing the impact the policy change could have on the business and planning for the resulting administrative burden of creating and maintaining all the resulting documentation that the new policy would require, the administrative cost of the policy change, rewriting the policy itself, and finally re-introducing the policy to all customers of the business as well as any associated fees. This would be a significant undertaking but one that we would gladly undertake if it will enhance the service we offer to our customers. If the new policy were to be undertaken we would expect to roll out the new policy [redacted].
In the meantime until the policy has been reviewed we will maintain our current policy[redacted]. I hope you can understand that we cannot make exceptions to our policies at one customer's request. However, we will certainly take this policy change into consideration but we must insist that our customer respect our process in developing new policies and procedures. There are many implications that we must consider.
Currently, we do send emails to all customers advising of business closures due to inclement weather but we do not issue notes or emails when children are sent home due to illness.
Thank you again for giving us the opportunity to participate in this process. [redacted]
Final Consumer Response /* (4200, 23, 2015/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am happy that we are finally moving in the right direction. Although I do find it interesting that the timeline for having this resolved brings us exactly to the month in which my [redacted] will no longer being attending the daycare therefore it is irrelevant.
[redacted].
I am confident it does not say anything of the sort specifically on the policy since DVRCCC a happily wrote me notes was acceptable in the eyes of DVRCCC a until the end of [redacted]. Once this had been submitted to myself and Revdex.com I request that DVRCCC a writes me a note Or email, or stamps and signed the notes I've provided them, whichever is easier for them.
[redacted]