Bright Horizons Family Solutions, LLC

October 16, Sent Via Regular Mail Revdex.com of Eastern MA, ME, RI, & VT Donald Lynch Boulevard, Suite Marlborough, MA 01752- RE: Complaint # [redacted] : [redacted] Dear Revdex.com: Bright Horizons Family Solutions (“Bright Horizons”) is in receipt of Ms [redacted] ***’s (“Ms***”) complaint seeking a book reimbursement payment from her educational institution that was recently mailed to EdAssist, which is a division of Bright Horizons By way of background, our EdAssist division is the leading provider of outsourced tuition assistance management servicesThe program provides highly personalized advising, an exclusive education network featuring over two hundred accredited schools and academic partners, a sophisticated tuition administration system, and utilizes a web-based tuition administration system with sophisticated rules-based technology EdAssist works with employers who wish to subsidize employee educational expenses, ensuring all paperwork and tuition approvals are administered in line within that specific framework and the educational expense meets all of the employer’s policy requirements If any employee has questions regarding the program administration, numerous resources are available to assist including a team of dedicated advisors and help desk support offering personalized, ongoing help to any enrolled employee On September 2, 2017, Ms [redacted] submitted grades for summer courses to EdAssist and indicated she had dropped two courses Because of this change in coursework, the community college would be mailing a refund to EdAssist At the time, EdAssist had not received the check However, within the next few weeks, EdAssist contacted the educational institution and ensured the refund check was indeed mailed and received last week We have also been in contact with Ms [redacted] to ensure she is aware of our steps taken in response to her concern Since the issue raised by Ms [redacted] in her complaint has been resolved, we respectfully request that her claim against Bright Horizons be closed Sincerely, [redacted] Legal Counsel

The Purpose of this letter is to respond to the complaint lodged by [redacted] connection with her tuition reimbursement requestOn May 26, 2015, Bright Horizons elected to end [redacted] son’s enrollment at the [redacted] At the time of this decision, Center management met with [redacted] *and agreed not to charge her for the following month’s tuitionUnfortunately and unbeknownst to Center management at the time of this conversation, [redacted] account was already charged on May for the following month's tuition of $along with $in fees for activities that her son participated in at the Center during the prior month, which were not waivedWhen [redacted] contacted the Center on June and shared that her account was charged for the June tuition amount, Center management apologized to her for the miscommunication, explained that the charge was made to her account prior to the agreement to waive it and promised to issue her a refund check for the tuition amount promptly, less $that was due for lunches provided to her son previously in the monthManagement also agreed to refund her $registration fee and an additional $in prepaid fees for activities that he son would not participate in due the family’s departure from the Center, bring the total amount of the promised refund to $This payment has been requested from Bright Horizons corporate accounts payable department and is in transit to [redacted] as of the date of this letterSinca all of the monies Bright Horizons promised to [redacted] ***, have been paid, Bright Horizons respectfully requests that [redacted] ***’ claim against it be closed

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Regards, [redacted]

March 22, Sent Via Courier *** *** *** ** *** Attn: *** ***, Trade Practice Consultant *** ** *** *** *** ** *** Re: Case #***:XX Dear Ms***: This letter responds to MsXX’s (“MsXX”) additional concerns regarding her family’s billing by Bright Horizons at the *** *** (“the Center”). As explained below, MsXX was billed correctly for the services she received from Bright Horizons and the charges she disputes are validMsXX’s children attended the Center from September 14, to November 25, 2015. When MsXX enrolled her children, she purchased two full-time spaces from Bright Horizons and agreed to pay a fixed monthly fee for each space, regardless of how often her children actually attended the Center. MsXX also was a beneficiary of a tuition subsidy program operated by the *** *** *** *** (“*** ***”) through which *** *** would directly pay Bright Horizons the majority of her tuition costs for both children. At the time she enrolled in this subsidy program, it was clearly explained to MsXX that while *** *** would directly pay much of her children’s tuition, she was still responsible for paying the difference between *** ***’s contribution and the actual price she agreed to pay Bright Horizons for her children’s spaces when she enrolled. Initially, MsXX acknowledged this arrangement and paid her portion of this tuition for five weeks but abruptly stopped making those payments. In the weeks that followed, the Center Director met with her on several occasions to remind her of her growing past due balance due to the missed payments and to make sure she fully understood that even though the subsidy *** *** paid most of her tuition, she still needed to pay the difference between the amount that *** *** paid on her behalf and the actual cost of the spaces to fully meet her obligation to Bright Horizons. During those conversations, MsXX admitted her past due balance and promised to bring her account current. However, she later withdrew her children from the Center effective November 25, 2015, without making any additional payments, leaving a balance of $in unpaid tuition. Later, as part of *** ***’s year-end audit of this program, they determined that they overpaid Bright Horizons by $on MsXX’s behalf since she ended her enrollment before the end of the calendar month and Bright Horizons was required to return this money to *** ***. As such, that amount was added to MsXX’s account as well bringing her total past due balance to $ In sum, MsXX agreed to pay a fixed tuition fee for her children to attend the Center, and arranged for *** *** to make contributions toward these tuition costs with the understanding that she was required to pay the difference between the contracted price and the amount contributed by *** ***. Since MsXX did not pay her portion of her children’s tuition costs, the charges to her account were proper. Sincerely, M.C Legal Counsel

August 24, Sent Via Regular Mail Revdex.com of Eastern MA, ME, RI, & VT Donald Lynch Boulevard, Suite Marlborough, MA 01752- Re: *** *** (Complaint # ***) Dear Revdex.com: The letter is in response to the complaint lodged by Ms
*** *** (“Consumer”) disputing a waitlist fee forthe Bright Horizons at Corporate Woods Childcare Center (“Center”) located in Albany, New York. Similar to many Bright Horizons childcare centers across the United States, this state-of-the-art facility specifically serves numerous families in the Capital District of New York. This Center in particular is in high demand, having been repeatedly accredited by the National Association for the Education of Young Children (“NAEYC”), the nation’s leading organization of early childhood educators dedicated to improving the quality of child care programs. NAEYC accreditation is the early education industry’s highest mark of quality, a measure achieved by fewer than eight percent of all childcare centers nationwide In September 2016, we explained to Consumer our Center’s enrollment demand as well as this specific location’s enrollment priorities, including preference to a partnering employer’s families. Specifically, this employer’s children as well as siblings of currently enrolled children are given priority over community-based families for any available spaces. After discussion of the enrollment process, Consumer paid a nominal $administration fee to be added to our waitlist. As explained to Consumer, this fee is non-refundable. Recently, the Center offered Consumer a part-time enrollment option in our infant classroom, including waiving any enrollment fees for her other child, which would give her priority placement for a full-time spot. She refused. Given enrollment demand, the Center will open a new classroom in January 2018. As a leading provider of childcare, we are sorry this Consumer is dissatisfied with the days offered for her children in our care. However, given the aforementioned, we ask that this complaint be closed at this time. Please do not hesitate to contact me with any questions or concerns Sincerely, *** *** Legal Counsel

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Hello there,Once again I never agreed to pay 40+ hours for children to be thereSecond on the agreement there was nothing indicated nor did I sign an agreement to be charged 40+ hours when my children were there only hours one week and hours the other week. Therefore why I am getting charged full time ratesAs you can see I submitted my checks that were "cashed by Bright Horizons"As for contacting me I never received one phone call nor a letter stating a balanceI have emails from me to the director stating to meet to discuss this billing or hire authority to discuss this billNor did that happen because every time I offered to meet with him, he was always out on vacation or at meetingsI already uploaded proof of my paymentsWhere in my agreement did I sign this and if county is paying "90%" why do I have a $balanceThese over charges make no sense at allHere is an emails between us, asking about the bill ( wanting to discuss it but he was out at meeting.)
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
 Hello there,Once again, this is not correct I never sat down and agreed with these payments (STOP FALSIFING) . I also submitted emails and checks that were CASHED with my payments on them. Do not state that I agreed and to make payment agreements then I never agreed to the billing in the first place. I never sat down an agreed on anything. I offered plenty of times to sit down with the director, every time I offered he rejected. Also, I never signed an agreement for 2 FULL TIME SPOTS. The agreement was for 32 hours one week and 24 the other week. How am I going to owe $617. If I was paying my payments plus the county was paying to. This bill needs to be fixed. I will take this to the next step. YOU WERE CASHING THE CHECKS AND RECIEVING PAYMENTS FROM [redacted].
Regards,
[redacted]

October 16, 2017   Sent Via Regular Mail Revdex.com of Eastern MA, ME, RI, & VT 290 Donald Lynch Boulevard, Suite 102 Marlborough, MA 01752-4705   RE: Complaint #[redacted]   Dear Revdex.com:   Bright Horizons Family Solutions (“Bright...

Horizons”) is in receipt of Ms. [redacted]’s (“Ms. [redacted]”) complaint seeking a book reimbursement payment from her educational institution that was recently mailed to EdAssist, which is a division of Bright Horizons.   By way of background, our EdAssist division is the leading provider of outsourced tuition assistance management services. The program provides highly personalized advising, an exclusive education network featuring over two hundred accredited schools and academic partners, a sophisticated tuition administration system, and utilizes a web-based tuition administration system with sophisticated rules-based technology.  EdAssist works with employers who wish to subsidize employee educational expenses, ensuring all paperwork and tuition approvals are administered in line within that specific framework and the educational expense meets all of the employer’s policy requirements.  If any employee has questions regarding the program administration, numerous resources are available to assist including a team of dedicated advisors and help desk support offering personalized, ongoing help to any enrolled employee.    On September 2, 2017, Ms. [redacted] submitted grades for summer courses to EdAssist and indicated she had dropped two courses.  Because of this change in coursework, the community college would be mailing a refund to EdAssist.  At the time, EdAssist had not received the check.  However, within the next few weeks, EdAssist contacted the educational institution and ensured the refund check was indeed mailed and received last week.  We have also been in contact with Ms. [redacted] to ensure she is aware of our steps taken in response to her concern.  Since the issue raised by Ms. [redacted] in her complaint has been resolved, we respectfully request that her claim against Bright Horizons be closed.   Sincerely,   [redacted] Legal Counsel

The Purpose of this letter is to respond to the complaint lodged by [redacted] connection with her tuition reimbursement request. On May 26, 2015, Bright Horizons elected to end [redacted] son’s enrollment at the [redacted]. At the time of this decision, Center...

management met with [redacted]and agreed not to charge her for the following month’s tuition. Unfortunately and unbeknownst to Center management at the time of this conversation, [redacted] account was already charged on May 25 for the following month's tuition of $1082.00 along with $246.50 in fees for activities that her son participated in at the Center during the prior month, which were not waived. When [redacted] contacted the Center on June 2 and shared that her account was charged for the June tuition amount, Center management apologized to her for the miscommunication, explained that the charge was made to her account prior to the agreement to waive it and promised to issue her a refund check for the tuition amount promptly, less $12.00 that was due for lunches provided to her son previously in the month. Management also agreed to refund her $75 registration fee and an additional $92.00 in prepaid fees for activities that he son would not participate in due the family’s departure from the Center, bring the total amount of the promised refund to $1237.00. This payment has been requested from Bright Horizons corporate accounts payable department and is in transit to [redacted] as of the date of this letter. Sinca all of the monies Bright Horizons promised to [redacted], have been paid, Bright Horizons respectfully requests that [redacted]’ claim against it be closed

RE: Complaint #[redacted] Dear Sir or Madam: Bright Horizons Family Solutions LLC (“Bright Horizons”) is in receipt of Mr. [redacted]’s (“Mr. [redacted]”) complaint regarding his family’s billing at Bright Horizons at [redacted] located in [redacted], Arizona. In...

response, Bright Horizons has worked with Mr. [redacted] to bring a fair and appropriate resolution to his concerns and responded diligently to the same. At Bright Horizons, we strive to support all families through strong partnerships.  Because we successfully assisted in resolving this issue, we respectfully request that Mr. [redacted]’s claim against Bright Horizons be closed. Sincerely, [redacted] Legal Counsel

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
While acknowledging the accolades of the facility, that has little to no bearing on the fact that they had someone employed for them, adding people to a wait list under false pretenses, never actually putting them on a wait list at all, taking this non-refundable deposit and creating similar issues on multiple occasions with families putting deposits down; as echoed by your current director. If I had gone on the wait list just hoping to get in, it would be reasonable to understand that the fee was for the chance to have a spot or possibly to not have a spot in the near future. It is not a reasonable expectation to put a deposit down, for a wait list I was NEVER actually put on, therefore paying for a service that was never rendered. The fact that the employee who was responsible for having my "wait list" spot and deposit, has since  been terminated after this happening several times as well as many other administration issues does not resolve my problem. Nor does offering to waive a fee for care for one of my two children now, over a year later. The communication I received since initially voicing my complaint has never been punctual, messages never were returned, phone calls were never made on time, I would have to call back after being given an exact time and day when they would call back. It is clear that this is just the broader picture for how this facility operates and I will continue to complain until a resolution is reached. This is a different instance with the wait list and deposit than people who simply never get in; I was never on one and yet the deposit was taken. Therefore a different resolution needs to be made.
Regards,
[redacted]

January 8, 2018   Sent Via Courier [redacted], Customer Care Specialist Revdex.com of Eastern MA, ME, RI, & VT 290 Donald Lynch Boulevard, Suite 102 Marlborough, MA 01752-4705   RE: Case #[redacted]: [redacted]   Dear Ms. [redacted]:   Bright Horizons Hudson Yards...

(“Bright Horizons”) is in receipt of Ms. [redacted]’s (“Ms. [redacted]”) complaint regarding her family’s tuition arrangement with the New York Human Resources Administration (“HRA”).   From the outset, Bright Horizons takes all customer complaints seriously and, following our receipt of this complaint, Bright Horizons management promptly investigated Ms. [redacted]’s allegations and has engaged with her directly in an effort to better understand her concerns and desired resolution.  In fact, prior to receiving her complaint, Bright Horizons Division Vice President was – and remains – in regular contact with Ms. [redacted] to help assist in appropriately arranging her tuition assistance for her child with the New York Human Resources Administration.  Put plainly, the Center is awaiting necessary paperwork from the state to structure Ms. [redacted]’s subsidized tuition payments, which remain outstanding at this time.       At Bright Horizons, we recognize that we are most effective when we partner together and foster family-teacher partnerships at our Centers, and we work tirelessly to assist our families with their child care needs. In Ms. [redacted]’s case, while we did not receive the necessary information to continue her child’s enrollment at the Center uninterrupted, the Center promptly teamed with Ms. [redacted] to find a suitable resolution.  After speaking with Ms. [redacted], the Center Director, Regional Manager and Division Vice President contacted HRA to ensure the documentation is provided and the Center can determine best next steps as part of our partnership with Ms. [redacted].   Throughout this process, the Center has worked with Ms. [redacted] as well as the applicable state agencies to assist Ms. [redacted] in understanding, and appropriately receiving, any available subsidy for child care.  Of course, until the Center receives all necessary paperwork and approvals from the New York Human Resources Administration, the Center is unable to fully process her enrollment.  On January 8, 2018, a group meeting was held with Ms. [redacted], the Regional Manager and the HRA via telephone to discuss the tuition needs going forward and the call concluded with everyone indicating understanding as we move forward collaboratively.  Since the issues raised by Ms. [redacted] in her complaint have been resolved, we respectfully request that her claim against Bright Horizons be closed.   Sincerely,   [redacted] E. [redacted] Legal Counsel

February 29, 2016 Sent Via Courier [redacted]n Attn: [redacted], Trade Practice Consultant [redacted] RE: Case #[redacted]: Ms. XX Dear Ms. [redacted]:  The letter is in response to the complaint lodged by Ms. XX (“Ms. XX”) alleging...

billing errors on her family’sBright Horizons’ account.  Ms. XX enrolled her children with Bright Horizons at the [redacted] (the “Center”) on September 14, 2015, at which time she signed Bright Horizons standard Enrollment Agreement.  A copy of the standard agreement is attached.  According to her contract with Bright Horizons, Ms. XX agreed to purchase two Center spaces each week.  Throughout her family’s enrollment, [redacted] (“[redacted]”) provided the family a substantial subsidy, so that Ms. XX would pay a minimal, fixed amount each week ($54.31).  [redacted] paid the remaining 90% of Ms. XX’s tuition each week.  Copies of the subsidy agreements are attached.  When Bright Horizons accepted Ms. XX’s enrollment, it committed itself to holding space for her children and did not offer those spaces to other families.  Ms. XX’s two children attended from September 14 to November 25, 2015, and the family was charged for those weeks at the Center.  Bright Horizons’ payment and billing structure is in place to satisfy our reasonable business needs, and protect the Center’s ability to consistently meet its staffing and care obligations.  Our child care license requires that we maintain certain child to teacher ratios.  Our staffing plans assure that there is adequate staff available to serve the number of children enrolled and, in the alternative, that there is not extra staff present when children are absent.  Staffing decisions are based on the premise that families who enroll at the Center are committed for the full tuition associated with their space.  Despite the state routinely paying for the spaces provided for Ms. XX’s children, she failed to pay.  As such, she currently owes $617.84 which represents her share of the tuition bill for over eleven weeks of child care.  Throughout the family’s enrollment and after, the Center actively worked with Ms. XX to explain her billing and answer her questions.  In fact, the Center Director repeatedly reached out to her when she failed to pay on time.  We also note that the family is assigned a [redacted] caseworker available to discuss subsidy questions.  On November 4, 2015, the Center Director met with Ms. XX to explain her billing statement.  During that meeting, Ms. XX indicated she understood the billing and she would pay what she owed.  The Director also provided her with a color-coded tuition statement to help her understand.  In spite of the Center Director’s efforts, Ms. XX refused to remit the payments that were due.  The Center Director made himself available throughout November and December to meet with her in person.  Ms. XX repeatedly failed to attend scheduled meetings on at least four occasions.  Since Ms. XX agreed to pay the fee required for her children to attend the Center, and since she failed to remit payment within the time specified by her agreement, the fees charged to her account are proper.  Sincerely, M.C. Legal Counsel