In response to complaint ID [redacted] West Hills Day Camp did not at any time act in accordance to the way the complainants have described. Their refund was processed on the day their registration ended on 7/*/17 for $6700. They had originally paid $7700 for the summer and were only charged for...
the time their son attended camp. Numerous attempts were made to speak with, email and personally conference with [redacted] about her son. Regardless of what we explained to her, offered her as what was actually taking place, supervision that is in place, and solutions that were implemented, she insistently called, showed up, argued and accused of us wrongdoing relentlessly. She made serious allegations that her son’s safety was in jeopardy and was being harmed when we knew and could confirm it was not happening. She continued to pursue and became enraged. It was at this time that that camp felt it was best to refund her money so that so that she co uld feel her son was out of harm and to avoid the really serious and untruthful allegations she was making about our camp. Safety of campers is our number one priority and we knew her child was safe and if she did not trust us it was not the best fit.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The Director’s response on July [redacted] is full of falsehoods, whether due to incompetence or other reasons. I will not go through every point in detail, but highlight some of the most important ones. While the Director’s response emphasized how they care about safety, this was not the experience our son had. The Director’s July [redacted] response that they never acted as described in my July [redacted] complaint is factually wrong. They did hang up on my wife, I have not received a return call (beyond the initial call from Scott to collect payment for the summer), our child was not given medical care when hurt, and these truths offer only a brief glimpse into the inexcusable treatment my wife received in trying to understand why my son was getting hurt and what changes would be made to ensure his safe participation at camp. The Director’s July [redacted] response that my wife “insistently called” and “argued…relentlessly” is illustrative of the condescending and entirely unhelpful attitude she received from the Directors. Consider also the Director’s statement that “she continued to pursue and became enraged.” Quite aside from that I disagree entirely with these statements, the statements also show that the Directors were not understanding and compassionate in a situation where my wife and I desperately wanted to avoid taking our son away from camp with his friends, but were also very concerned for his safety after he is punched (multiple times) one day, then pushed and sat on another day just in the first 6 days of camp. The Director’s July [redacted] response, in regards to our son’s safety, states, “we knew and could confirm it was not happening” and that “we knew her child was safe.” The facts argue otherwise, and make me wonder what “confirmation” the Directors are taking comfort in. How can they make these statements when they know a child had taken marker and used it on our son’s body including his face (and even near his eyes) on one bus ride home? What kind of professional would consider this to be safe? A 6 year old with marker on his face and near his eyes, written by another child, and on a moving bus no less? How can they say that they knew our child was safe when he comes home and is in pain from being punched repeatedly while waiting to get on the bus at the end of a camp day? Or when he has marks on his back after being pushed and sat on? After our son was punched multiple times, my wife contacted the Directors. Rather than emphasizing to my wife and I that they would do everything they could to ensure that our son would be safe and that they (the Directors) were happy to work together with us for this goal, my wife was told that nothing happened to our son before Scott discussed the situation with his staff and in contradiction to what various sources communicated to us. Following this conversation, we learned that the child who had punched our son was in his camp group and so was in proximity to our son throughout the day. After we found that this child had punched other campers in the group during the first few days of camp, and that his attacks were unprovoked and unpredictable, my wife contacted the Directors. The fact that this child had hit several children (according to an employee at the Camp and to other parents), that his attacks did not require provocation, that the Camp’s staff could not predict and thus could not prevent these attacks is sharply at odds with the Director’s July [redacted] response. The Directors’ response to our phone call was puzzling and deeply concerning. We also noticed that the Directors decided to leave this child in the group even after he had punched several campers, and could not understand why they had failed to resolve such a safety risk. The Directors only sought to more effectively address this safety risk after my wife contacted them, not before. The failure to effectively address this safety issue provides a crucial window into the type of leadership and oversight the Directors feel is appropriate. While they may say that “we knew her child was safe”, the facts do not support this statement. After my wife contacted them a second time, and explained that we were worried about our son’s safety but also why we believed simple measures could be taken to deal with the safety risk, the Directors proposed a solution that would have penalized our son, the victim in the attack. We found this unacceptable and said as much to Scott. Scott then made it seem like my wife and our son were seen as a problem by the Directors, when they eventually decided to do us “a favor” by “accommodating” us. I won’t go into detail on the other time our son was hit, but will simply say that this other incident did not alleviate our concerns over our son’s safety, or give us confidence that the Directors were taking the actions needed to ensure safety. In both instances, the Directors told us that nobody saw anything happen to our son. This could be considered even more concerning than if they had noticed our son getting hurt but failed to treat it appropriately. Is the staffing oversight so inadequate that (in addition to the markers on the bus incident), our son could be attacked twice and nobody sees anything happen, according to the Directors? In the July [redacted] response, the Directors have said that in regards to our son being harmed, they were able to “confirm it was not happening.” So essentially the Directors are claiming that our son was lying. Despite what the Directors would like to believe, the marker on our son’s face, the marks on his body, the pain he was in that day when he came off the bus, these facts do not support calling our son a liar. What my wife heard in talking with other employees at the Camp, and from other parents, the shifting stories given by Scott to explain what supposedly did not happen, these words do not support calling our son a liar. For trying to get answers as to what was being done to ensure our son’s safety, for asking questions and being honest when insufficient measures are proposed, for being disappointed when our son is hurt; for these things my wife was treated shamefully by Scott, in his role as a Director of the Camp. There is no acceptable explanation for the way he treated her, and more than once. One last point is that while the Directors eventually decided to do us the “favor” of moving the child to another group (the child who had hit several campers), we were informed that this could be reversed after as few as 3 days (Monday July [redacted]). The Directors refused to give us assurance that our son would not have to be in a group again with this child who had punched him. The Directors knew that both parents work, and we could not be home all summer. We never received any assurance from the Directors, and then they dismissed our son from camp on Wednesday July [redacted], effective immediately and after refusing to give us an answer for a week, and even deemed it appropriate to charge us for those days despite Director Susan D[redacted] telling my wife that we would get a “full refund.” We strongly reject the Business’s response to my complaint. Thank you and have a nice day.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
In response to complaint ID [redacted] West Hills Day Camp did not at any time act in accordance to the way the complainants have described. Their refund was processed on the day their registration ended on 7/*/17 for $6700. They had originally paid $7700 for the summer and were only charged for...
the time their son attended camp. Numerous attempts were made to speak with, email and personally conference with [redacted] about her son. Regardless of what we explained to her, offered her as what was actually taking place, supervision that is in place, and solutions that were implemented, she insistently called, showed up, argued and accused of us wrongdoing relentlessly. She made serious allegations that her son’s safety was in jeopardy and was being harmed when we knew and could confirm it was not happening. She continued to pursue and became enraged. It was at this time that that camp felt it was best to refund her money so that so that she co uld feel her son was out of harm and to avoid the really serious and untruthful allegations she was making about our camp. Safety of campers is our number one priority and we knew her child was safe and if she did not trust us it was not the best fit.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
The Director’s response on July [redacted] is full of falsehoods, whether due to incompetence or other reasons. I will not go through every point in detail, but highlight some of the most important ones. While the Director’s response emphasized how they care about safety, this was not the experience our son had. The Director’s July [redacted] response that they never acted as described in my July [redacted] complaint is factually wrong. They did hang up on my wife, I have not received a return call (beyond the initial call from Scott to collect payment for the summer), our child was not given medical care when hurt, and these truths offer only a brief glimpse into the inexcusable treatment my wife received in trying to understand why my son was getting hurt and what changes would be made to ensure his safe participation at camp. The Director’s July [redacted] response that my wife “insistently called” and “argued…relentlessly” is illustrative of the condescending and entirely unhelpful attitude she received from the Directors. Consider also the Director’s statement that “she continued to pursue and became enraged.” Quite aside from that I disagree entirely with these statements, the statements also show that the Directors were not understanding and compassionate in a situation where my wife and I desperately wanted to avoid taking our son away from camp with his friends, but were also very concerned for his safety after he is punched (multiple times) one day, then pushed and sat on another day just in the first 6 days of camp. The Director’s July [redacted] response, in regards to our son’s safety, states, “we knew and could confirm it was not happening” and that “we knew her child was safe.” The facts argue otherwise, and make me wonder what “confirmation” the Directors are taking comfort in. How can they make these statements when they know a child had taken marker and used it on our son’s body including his face (and even near his eyes) on one bus ride home? What kind of professional would consider this to be safe? A 6 year old with marker on his face and near his eyes, written by another child, and on a moving bus no less? How can they say that they knew our child was safe when he comes home and is in pain from being punched repeatedly while waiting to get on the bus at the end of a camp day? Or when he has marks on his back after being pushed and sat on? After our son was punched multiple times, my wife contacted the Directors. Rather than emphasizing to my wife and I that they would do everything they could to ensure that our son would be safe and that they (the Directors) were happy to work together with us for this goal, my wife was told that nothing happened to our son before Scott discussed the situation with his staff and in contradiction to what various sources communicated to us. Following this conversation, we learned that the child who had punched our son was in his camp group and so was in proximity to our son throughout the day. After we found that this child had punched other campers in the group during the first few days of camp, and that his attacks were unprovoked and unpredictable, my wife contacted the Directors. The fact that this child had hit several children (according to an employee at the Camp and to other parents), that his attacks did not require provocation, that the Camp’s staff could not predict and thus could not prevent these attacks is sharply at odds with the Director’s July [redacted] response. The Directors’ response to our phone call was puzzling and deeply concerning. We also noticed that the Directors decided to leave this child in the group even after he had punched several campers, and could not understand why they had failed to resolve such a safety risk. The Directors only sought to more effectively address this safety risk after my wife contacted them, not before. The failure to effectively address this safety issue provides a crucial window into the type of leadership and oversight the Directors feel is appropriate. While they may say that “we knew her child was safe”, the facts do not support this statement. After my wife contacted them a second time, and explained that we were worried about our son’s safety but also why we believed simple measures could be taken to deal with the safety risk, the Directors proposed a solution that would have penalized our son, the victim in the attack. We found this unacceptable and said as much to Scott. Scott then made it seem like my wife and our son were seen as a problem by the Directors, when they eventually decided to do us “a favor” by “accommodating” us. I won’t go into detail on the other time our son was hit, but will simply say that this other incident did not alleviate our concerns over our son’s safety, or give us confidence that the Directors were taking the actions needed to ensure safety. In both instances, the Directors told us that nobody saw anything happen to our son. This could be considered even more concerning than if they had noticed our son getting hurt but failed to treat it appropriately. Is the staffing oversight so inadequate that (in addition to the markers on the bus incident), our son could be attacked twice and nobody sees anything happen, according to the Directors? In the July [redacted] response, the Directors have said that in regards to our son being harmed, they were able to “confirm it was not happening.” So essentially the Directors are claiming that our son was lying. Despite what the Directors would like to believe, the marker on our son’s face, the marks on his body, the pain he was in that day when he came off the bus, these facts do not support calling our son a liar. What my wife heard in talking with other employees at the Camp, and from other parents, the shifting stories given by Scott to explain what supposedly did not happen, these words do not support calling our son a liar. For trying to get answers as to what was being done to ensure our son’s safety, for asking questions and being honest when insufficient measures are proposed, for being disappointed when our son is hurt; for these things my wife was treated shamefully by Scott, in his role as a Director of the Camp. There is no acceptable explanation for the way he treated her, and more than once. One last point is that while the Directors eventually decided to do us the “favor” of moving the child to another group (the child who had hit several campers), we were informed that this could be reversed after as few as 3 days (Monday July [redacted]). The Directors refused to give us assurance that our son would not have to be in a group again with this child who had punched him. The Directors knew that both parents work, and we could not be home all summer. We never received any assurance from the Directors, and then they dismissed our son from camp on Wednesday July [redacted], effective immediately and after refusing to give us an answer for a week, and even deemed it appropriate to charge us for those days despite Director Susan D[redacted] telling my wife that we would get a “full refund.” We strongly reject the Business’s response to my complaint. Thank you and have a nice day.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]