RE: Response To Complaint: Primrose School of Stone Oak
To Whom It May Concern:
13.85pt 0.15in 0.0001pt 0in;">We are in receipt of a complaint filed with the Revdex.com dated November 7111, 2014, received on November 2014. Below you will find our response to the complaint in addition to attachments to defend our position in the matter.
In regards to a refund check, a check in the amount of $20.00 ($10 per FOB) was mailed to the [redacted] family on November 11,2014, which is a full refund for the 2 Key Fobs that were returned to us. In regards to our policy for withdrawal of a child from our program, a two week written notice is required or two weeks tuition will be charged to the account, we were never in receipt of such notice, so there is a total of $470.00 ($235.00 X 2 weeks) balance on their account, this balance can be sent to collections per our policy. In addition to this, during the summer the [redacted] family decided to sign up for the Fall Program, which requires $180.00 non refundable deposit that will be credited to the child's balance in the Fall if they attend (this includes the $10.00 increase from the previous year registration).
Addressing the [redacted] Family's version of the withdrawal of their child from our program on August 29111., the following is a truthful description of what transpired. Management was approached by the Mrs. [redacted] requesting if their child could be taken out of the program for several months due to an illness in Mrs. [redacted]'s family, she was told that unfortunately there was a waiting list and to hold her spot she would have to continue to pay tuition, she decided she was going to withdraw her child that same day without written notice. That afternoon at 3:27 Mr. [redacted] arrived to pick their child up and informed us that the child was going to withdraw immediately. Once he left with his child, the first person on the wait list was contacted about the opening and they immediately enrolled their child. At 4:45 PM that same day, Mr. [redacted] called management and informed them that they had decided to change their mind and keep their child enrolled, he was informed that the space had already been taken, he was very interested in putting their child on the wait list. We informed him if a new space opened they would be informed immediately, he did not request any refunds at the time. They were on the wait list until we received a call from Mrs. [redacted] requesting a refund of her Key Fob and Registration on November 7th, she was informed that the check for the Key Fob would be mailed to her, but unfortunately her Registration was non-refundable, this made her very upset.
Addressing their child being subjected to extreme weather conditions, this is an untrue statement, as we follow strict guidelines determining when the children go outside. We also are required by the TEXAS State Licensing Department that oversees our Preschool, to abide by strict guidelines about required play outdoors when weather permits. In addition, our facility has invested in over 2000 sq ft of sunscreen canopies for our outdoor playgrounds. If their statement were true, we would have over 180 parents complaining about their children being subjected to extreme conditions.
Attached you will find a copy of the Primrose School Enrollment Application Agreement detailing the non refundable Registration Fee, the requirements for withdrawal of a child and any other pertaining information to their agreement with Primrose of Stone Oak, a current rate sheet, a copy of the check mailed to them (which has not been cashed as of today) and a copy of the Texas Department of Family and Protective Services regulations regarding outdoor play.
I would also like to add that our facility has been in an impeccable business for almost 11 years, we have not had any complaints prior to this family. We have gone above and beyond in providing a safe, clean and loving environment for their child through out the years she that she attended, but our policies are in place for a reason.
If you were to have any other questions, please do not hesitate to contact us.
RE: Response To Complaint: Primrose School of Stone Oak
To Whom It May Concern:
13.85pt 0.15in 0.0001pt 0in;">We are in receipt of a complaint filed with the Revdex.com dated November 7111, 2014, received on November 2014. Below you will find our response to the complaint in addition to attachments to defend our position in the matter.
In regards to a refund check, a check in the amount of $20.00 ($10 per FOB) was mailed to the [redacted] family on November 11,2014, which is a full refund for the 2 Key Fobs that were returned to us. In regards to our policy for withdrawal of a child from our program, a two week written notice is required or two weeks tuition will be charged to the account, we were never in receipt of such notice, so there is a total of $470.00 ($235.00 X 2 weeks) balance on their account, this balance can be sent to collections per our policy. In addition to this, during the summer the [redacted] family decided to sign up for the Fall Program, which requires $180.00 non refundable deposit that will be credited to the child's balance in the Fall if they attend (this includes the $10.00 increase from the previous year registration).
Addressing the [redacted] Family's version of the withdrawal of their child from our program on August 29111., the following is a truthful description of what transpired. Management was approached by the Mrs. [redacted] requesting if their child could be taken out of the program for several months due to an illness in Mrs. [redacted]'s family, she was told that unfortunately there was a waiting list and to hold her spot she would have to continue to pay tuition, she decided she was going to withdraw her child that same day without written notice. That afternoon at 3:27 Mr. [redacted] arrived to pick their child up and informed us that the child was going to withdraw immediately. Once he left with his child, the first person on the wait list was contacted about the opening and they immediately enrolled their child. At 4:45 PM that same day, Mr. [redacted] called management and informed them that they had decided to change their mind and keep their child enrolled, he was informed that the space had already been taken, he was very interested in putting their child on the wait list. We informed him if a new space opened they would be informed immediately, he did not request any refunds at the time. They were on the wait list until we received a call from Mrs. [redacted] requesting a refund of her Key Fob and Registration on November 7th, she was informed that the check for the Key Fob would be mailed to her, but unfortunately her Registration was non-refundable, this made her very upset.
Addressing their child being subjected to extreme weather conditions, this is an untrue statement, as we follow strict guidelines determining when the children go outside. We also are required by the TEXAS State Licensing Department that oversees our Preschool, to abide by strict guidelines about required play outdoors when weather permits. In addition, our facility has invested in over 2000 sq ft of sunscreen canopies for our outdoor playgrounds. If their statement were true, we would have over 180 parents complaining about their children being subjected to extreme conditions.
Attached you will find a copy of the Primrose School Enrollment Application Agreement detailing the non refundable Registration Fee, the requirements for withdrawal of a child and any other pertaining information to their agreement with Primrose of Stone Oak, a current rate sheet, a copy of the check mailed to them (which has not been cashed as of today) and a copy of the Texas Department of Family and Protective Services regulations regarding outdoor play.
I would also like to add that our facility has been in an impeccable business for almost 11 years, we have not had any complaints prior to this family. We have gone above and beyond in providing a safe, clean and loving environment for their child through out the years she that she attended, but our policies are in place for a reason.
If you were to have any other questions, please do not hesitate to contact us.
Sincerely,
[redacted]