Family Support Services

To: The Revdex.com --Family Support Services is a non-profit organization, We strive to provide quality care to children while keeping the cost to parents as low as possibleWith our very small margins of costs to fees, every dollar received is important to keep the programs runningIn regard to the customer complain concerning the cost of the program's School Closing Package, the followingoccurred.1) Each registration letter for the School Closing Package indicates in bold “ [redacted] Please note: The above dates aresubject to change per the HTSDPlease check your child's monthly calendar for the most accurate dates &#***???” 2) All customers who purchased the School Closing Package were notified as soon as possible about the day inquestion after the notification from the HTSD was received by the Program Director3) Within an email to the Child Care Billing area, the customer indicated she was informed that one of the dayslisted in the School Closing Package would not be available and asked if any monies would be returned to her4) The customer received an email respond within two days of her initial emailThe email stated "After speakingwith our Program Department, I have been informed that the School Closing Package fee of $is not calculated based on individual daysThe cost of the package is determined before registration forms are printedThe April 6"full day was mistakenly included on the formThe $cost of the SCP represented on the registration form is correctI'm sorry for any inconvenience this may cause.” 5) The customer then contacted the Director of the School Based Programs via email requesting a reduction in thecost of the package due to one of the dates stated not being available6) The Director of the School Based Programs responded to the customer's email that same dayThe email in partstates "Unfortunately we are not refunding money for that day because the $is a flat rateIn the past, the district has added or subtracted days throughout the years, and our rate stays the same regardless.” The School Closing Package is an additional service that is already provided at a cost calculated at a lower rate than our regular program feesThe agency is willing to provide this extra Service at a lower cost so that a child’s usual routine has minimal interruption and the parent does not have to worry about finding alternative careIt is unfortunate when the School Closing Package days must change but that is not within the control of our agencyThe School Closing Package is a flat rateThe Customer is not charged an additional fee if a day is added and a discount is not given if a day is removed.Respectfully, Barbara AS [redacted] Controller Family Support Services

I am rejecting this response because: Ms S[redacted] response to my complaint was incomplete and not entirely factual. I contacted Family Support Services by email on Monday, February 23rd, initially in response to an incomplete registration, and then requesting clarification about the issue in question (see below).
From: [redacted] Sent: Monday, February 23, 2015 3:54 PMTo: ChildcareBillingSubject: RE: [redacted]
I understand- I have received your emails and I know that policy is documented on the form. I have not had a chance to submit the registration fee. I do have a question for you about a separate billing matter- we were informed last week that the school will be closed on April 6th with no care provided by FSS- this was a day that was covered under the school closing package. Will the monies paid to cover that day be prorated to families?
[redacted]
On Tuesday, February 24th I received an email from Maryanne B[redacted], Staff Accountant for Family Based Services, that my account would be refunded $25 for the day in question. 
Hello [redacted],
We will credit your 14-15 account $25.00 for April 6th.
Thank you,
Maryanne
I replied to her email that same day- requesting a refund of $50 based on calculations made for reimbursement from my dependent care flexible spending account. Based on the days covered- I calculated each half day as being $25 and each full day was $50. See below:
I hate to nitpick- but when I calculate the breakdown for reimbursement from my flexible spending account, half days are $25, full days are actually $50. April 6th would have been considered a full day of childcare.Thank you.
[redacted]
The next contact I had was again  from Maryanne B[redacted] now Wednesday, February 25 retracting her previous offer of refunding $25 (see below)
From: [redacted] Sent: Wednesday, February 25, 2015 12:49 PMTo: [redacted]Subject: RE: 15-16 childcare registration (final notice)
 
Hello [redacted],
After speaking with our Program Department, I have been informed that the School Closing Package
fee of $400.00 is not calculated based on individual days.
.
The cost of the package is determined before registration forms are printed.
The April 6th full day was mistakenly included on the form.
The $400.00 cost of the SCP represented on the registration form is correct.
I’m sorry for any inconvenience this may cause.
Thank you,
Maryanne B[redacted]
Staff Accountant
Family Support Services
 
I replied to Maryanne to disregard my incomplete registration- that I intended to resubmit when this billing situation was resolved to my satisfaction. See below.
 
From: [redacted] Sent: Wednesday, February 25, 2015 2:39 PMTo: ChildcareBillingSubject: RE: 15-16 childcare registration (final notice)
Thank you- I’ll follow up with the Program Department. Please disregard my registration form at this time. I will resubmit it with the registration fee once this other situation is resolved. Thank you.
I then called the office and requested to speak with Jennifer D[redacted], the program director. She was not available at the time, but I did speak with  Dori who said she would relay the message to Ms D[redacted]. The next communication came from Ms D[redacted] in the form of an email on Thursday, February 26th. See below:
Hi [redacted],
Dori passed along the message that you called regarding the date in April. Unfortunately we are not refunding money for that day because the $400 is a flat rate. In the past, the district has added or subtracted days throughout the years, and our rate stays the same regardless.  For the day in April, the ** is taking place off site, and we will not have access to the buildings.
We do apologize for the inconvenience, and as soon as we were aware, we notified everyone who was affected.
Thank you,Jennifer
Jennifer D[redacted]
Director, School Based Programs
[redacted]
 
The Program director (Jennifer D[redacted]) did NOT respond to my email on the same day. My initial email was sent on Monday, February 23rd. I never emailed Ms D[redacted]. Her email response to my phone call came on Thursday, February 26th. A full day after my phone call to her and 3 full days after my initial inquiry.  I never once had contact with Barbara S[redacted]- either by phone or by email.  I would also like to stress that I certainly did consult and review the school district's calendar. The April 6th date is and was identified as a teacher inservice day. The change for FSS came when the school district informed them in what I assume was February, that the inservices would be held off site with school buildings not being available. Instead of exploring other options for parents (who still require  childcare), offering off site care or a refund- they had a generic type written note indicating that the date in question was no longer being covered. This left parents not only without childcare- but also having to find alternative care and pay for it again. I believe this is entirely unreasonable and poor customer service.
 
I have been a client of Family Support Services for 5 years. I am extremely disappointed that this organization is not taking responsibility for the error (see emails indicating that the inclusion of the April 6th date was an error) and providing a refund amounting to what amounts to the registration fee for the 2015/16 school year. I would have been happy to have had that fee waived. Most business would see it as good business sense and realize that keeping a good customer happy goes a long way.  There are other childcare options in the area and I will not only pursue them for my own child but encourage others to do the same.  Thank you for your time and attention.
 
 Complaint: [redacted]Regards,[redacted]

To: The Revdex.com --Family Support Services is a non-profit organization, We strive to provide quality care to children while keeping the cost to parents as low as possible. With our very small margins of costs to fees, every dollar received is important to keep the programs...

running. In regard to the customer complain concerning the cost of the program's School Closing Package, the followingoccurred.1) Each registration letter for the School Closing Package indicates in bold “[redacted] Please note: The above dates aresubject to change per the HTSD. Please check your child's monthly calendar for the most accurate dates &#[redacted]???” 2) All customers who purchased the School Closing Package were notified as soon as possible about the day inquestion after the notification from the HTSD was received by the Program Director. 3) Within an email to the Child Care Billing area, the customer indicated she was informed that one of the dayslisted in the School Closing Package would not be available and asked if any monies would be returned to her. 4) The customer received an email respond within two days of her initial email. The email stated "After speakingwith our Program Department, I have been informed that the School Closing Package fee of $400 is not calculated based on individual days. The cost of the package is determined before registration forms are printed. The April 6"full day was mistakenly included on the form. The $400 cost of the SCP represented on the registration form is correct. I'm sorry for any inconvenience this may cause.” 5) The customer then contacted the Director of the School Based Programs via email requesting a reduction in thecost of the package due to one of the dates stated not being available. 6) The Director of the School Based Programs responded to the customer's email that same day. The email in partstates "Unfortunately we are not refunding money for that day because the $400 is a flat rate. In the past, the district has added or subtracted days throughout the years, and our rate stays the same regardless.” The School Closing Package is an additional service that is already provided at a cost calculated at a lower rate than our regular program fees. The agency is willing to provide this extra Service at a lower cost so that a child’s usual routine has minimal interruption and the parent does not have to worry about finding alternative care. It is unfortunate when the School Closing Package days must change but that is not within the control of our agency. The School Closing Package is a flat rate. The Customer is not charged an additional fee if a day is added and a discount is not given if a day is removed.Respectfully,
Barbara A. S[redacted]
Controller
Family Support Services