---------- Forwarded message ---------- From: [redacted] *** [redacted] > Date: Fri, Oct 24, at 12:PM Subject: LeChaperonRouge-ComplaintResponse To: " [redacted] Dear [redacted] , I am responding on behalf of Complaint #: [redacted] - [redacted] It has always been standard policy that our Registration Fees are non-refundable Our practice is that when families choose our school, they pay the registration fee plus first week of tuition to hold their spot for their child to start in our school upon their requested date We then hold that spot for their child which therefore keeps other children from enrolling in that space We do offer the family partial free days to help children transition easier into their new school Prior to this, enrollment information and a parent handbook is given to parents to fill out and return One of the forms returned is a signed form that they are aware of our Policies and Procedures Upon orientation of new families, I clearly educate families of the enrolment process This particular family felt it was best for them to stay with their nanny for a couple more years I understood their current situation and sympathized their change of plans Mrs [redacted] has called me several times for a refund and I explain that her deposit is non-refundable but can of course be honored when she decides for her child to start at an older age which I even recommended by 1/years old Mrs [redacted] and I had a nice relationship during this process, but her family simply felt that since their child didn't partake in the 1st full week that they would like a refund and continue to ask me if there is a possibility Still, to this day, I will accept attendance for their child if they choose to enroll him in Pre-Kindergarten, etc Please let me know if you need any additional information I can fax you copies of our tour fact sheets and parent handbook Thank You & Have A Nice Day! [redacted] Director Le Chaperon Rouge-Rocky River Hilliard Blvd Rocky River, Ohio Phone: Fax: www.lechaperonrouge.com
---------- Forwarded message ----------
From: *** *** ***
Date: Mon, Oct 27, at 11:AM
Subject: Fwd: You have a new message from the Revdex.com serving Greater Cleveland regarding complaint #***
To: ***@cleveland.Revdex.com.org
Hi ***,
My name is *** ***, and *** ***, a Revdex.com livechat support agent gave me your information because I wanted to update you about my case (complaint #***) and also leave a record of what is happening
Le Chaperon Rouge called me this morning (***, the administrator did) and told me that they had been able to cut me a check for $that will be signed on Friday and will be mailed that same day to my homeShe also wanted to confirm my home address and I gave it to her: *** *** *** *** *** ** ***She said that she was sorry for the miscommunication and confusion and said I should be receiving the check next week.
She called me today Monday, October 27, at 10:40am
This is the solution I was looking for, and I am hoping I receive the check next weekI wanted to let you knowI am not sure if I need to do anything else in the websiteJust let me know
Many thanks for your helpI appreciate it
Sincerely,
*** ** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I completely disagree with the email.
First of all, I was never told that the First week tuition was non- refundable; but totally the opposite (otherwise I would not have continued calling her for updates)The administrator told me, the very same day I decided to not have my child in the school, that she would refund the first week BUT that the process would take few weeks, because they needed to issue a check (I had paid in cash)After few weeks, I started calling and I was always told that the "request" had not gone through so that I should continue calling; and that's what I didI continued calling and she would always said to keep calling back in few weeks to see if during whatever staff meeting or office meeting, they would approve to issue the check for the refundShe never mentioned that it was non-refundable to begin with (making it sound like it was almost a favor to me); that was never mentionedAnd as I had said, she was always nice to me, asking me to continue calling every few weeks to continue trying to get my check issueThere was NEVER a mention of not being possible, or not allowed; it was just a matter of timeAlso, it was never mentioned that my child could use the refund for the future (which of course will never happen)One of the times she even mentioned that their bookeeper or person in charge of finances was out for few weeks so she had not been able to put it in the agenda, but again, continued encouraging me to call her back for my refund.
None of this was ever recorded so it is basically what she says she said against what I say I heardAnd I understand that we may never agree upon what was said during these conversationsHowever, as a consumer, I will exercise my right to spread the word about the double standard of this company that did not keep their word and took my money for a service I did not receiveThey can keep the money they took from my familyI will not pursue this anymore, but I will continue spreading the word about them and word of mouth is pretty powerful, and moms talkI will make sure there is no doubt that Le Chaperone Rouge has a double standard when dealing with customers, and that their word is not worth a penny
Regards,
*** ***
---------- Forwarded message ----------
From: [redacted]>
Date: Fri, Oct 24, 2014 at 12:53 PM
Subject: LeChaperonRouge-ComplaintResponse
To: "[redacted]
Dear [redacted],
I am responding on...
behalf of Complaint #: [redacted].
It has always been standard policy that our Registration Fees are non-refundable.
Our practice is that when families choose our school, they pay the registration fee plus first week of tuition to hold their spot for their child to start in our school upon their requested date. We then hold that spot for their child which therefore keeps other children from enrolling in that space. We do offer the family 3 partial free days to help children transition easier into their new school. Prior to this, enrollment information and a parent handbook is given to parents to fill out and return. One of the forms returned is a signed form that they are aware of our Policies and Procedures. Upon orientation of new families, I clearly educate families of the enrolment process. This particular family felt it was best for them to stay with their nanny for a couple more years. I understood their current situation and sympathized their change of plans. Mrs. [redacted] has called me several times for a refund and I explain that her deposit is non-refundable but can of course be honored when she decides for her child to start at an older age which I even recommended by 3 1/2 years old. Mrs. [redacted] and I had a nice relationship during this process, but her family simply felt that since their child didn't partake in the 1st full week that they would like a refund and continue to ask me if there is a possibility. Still, to this day, I will accept attendance for their child if they choose to enroll him in Pre-Kindergarten, etc...
Please let me know if you need any additional information. I can fax you copies of our tour fact sheets and parent handbook.
Thank You & Have A Nice Day!
[redacted]
Director
Le Chaperon Rouge-Rocky River
19315 Hilliard Blvd.
Rocky River, Ohio 44116
Phone: 440.356.7329
Fax: 440.356.8914
www.lechaperonrouge.com
---------- Forwarded message ---------- From: [redacted] *** [redacted] > Date: Fri, Oct 24, at 12:PM Subject: LeChaperonRouge-ComplaintResponse To: " [redacted] Dear [redacted] , I am responding on behalf of Complaint #: [redacted] - [redacted] It has always been standard policy that our Registration Fees are non-refundable Our practice is that when families choose our school, they pay the registration fee plus first week of tuition to hold their spot for their child to start in our school upon their requested date We then hold that spot for their child which therefore keeps other children from enrolling in that space We do offer the family partial free days to help children transition easier into their new school Prior to this, enrollment information and a parent handbook is given to parents to fill out and return One of the forms returned is a signed form that they are aware of our Policies and Procedures Upon orientation of new families, I clearly educate families of the enrolment process This particular family felt it was best for them to stay with their nanny for a couple more years I understood their current situation and sympathized their change of plans Mrs [redacted] has called me several times for a refund and I explain that her deposit is non-refundable but can of course be honored when she decides for her child to start at an older age which I even recommended by 1/years old Mrs [redacted] and I had a nice relationship during this process, but her family simply felt that since their child didn't partake in the 1st full week that they would like a refund and continue to ask me if there is a possibility Still, to this day, I will accept attendance for their child if they choose to enroll him in Pre-Kindergarten, etc Please let me know if you need any additional information I can fax you copies of our tour fact sheets and parent handbook Thank You & Have A Nice Day! [redacted] Director Le Chaperon Rouge-Rocky River Hilliard Blvd Rocky River, Ohio Phone: Fax: www.lechaperonrouge.com
---------- Forwarded message ----------
From: *** *** ***
Date: Mon, Oct 27, at 11:AM
Subject: Fwd: You have a new message from the Revdex.com serving Greater Cleveland regarding complaint #***
To: ***@cleveland.Revdex.com.org
Hi ***,
My name is *** ***, and *** ***, a Revdex.com livechat support agent gave me your information because I wanted to update you about my case (complaint #***) and also leave a record of what is happening
Le Chaperon Rouge called me this morning (***, the administrator did) and told me that they had been able to cut me a check for $that will be signed on Friday and will be mailed that same day to my homeShe also wanted to confirm my home address and I gave it to her: *** *** *** *** *** ** ***She said that she was sorry for the miscommunication and confusion and said I should be receiving the check next week.
She called me today Monday, October 27, at 10:40am
This is the solution I was looking for, and I am hoping I receive the check next weekI wanted to let you knowI am not sure if I need to do anything else in the websiteJust let me know
Many thanks for your helpI appreciate it
Sincerely,
*** ** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I completely disagree with the email.
First of all, I was never told that the First week tuition was non- refundable; but totally the opposite (otherwise I would not have continued calling her for updates)The administrator told me, the very same day I decided to not have my child in the school, that she would refund the first week BUT that the process would take few weeks, because they needed to issue a check (I had paid in cash)After few weeks, I started calling and I was always told that the "request" had not gone through so that I should continue calling; and that's what I didI continued calling and she would always said to keep calling back in few weeks to see if during whatever staff meeting or office meeting, they would approve to issue the check for the refundShe never mentioned that it was non-refundable to begin with (making it sound like it was almost a favor to me); that was never mentionedAnd as I had said, she was always nice to me, asking me to continue calling every few weeks to continue trying to get my check issueThere was NEVER a mention of not being possible, or not allowed; it was just a matter of timeAlso, it was never mentioned that my child could use the refund for the future (which of course will never happen)One of the times she even mentioned that their bookeeper or person in charge of finances was out for few weeks so she had not been able to put it in the agenda, but again, continued encouraging me to call her back for my refund.
None of this was ever recorded so it is basically what she says she said against what I say I heardAnd I understand that we may never agree upon what was said during these conversationsHowever, as a consumer, I will exercise my right to spread the word about the double standard of this company that did not keep their word and took my money for a service I did not receiveThey can keep the money they took from my familyI will not pursue this anymore, but I will continue spreading the word about them and word of mouth is pretty powerful, and moms talkI will make sure there is no doubt that Le Chaperone Rouge has a double standard when dealing with customers, and that their word is not worth a penny
Regards,
*** ***
---------- Forwarded message ----------
From: [redacted]>
Date: Fri, Oct 24, 2014 at 12:53 PM
Subject: LeChaperonRouge-ComplaintResponse
To: "[redacted]
Dear [redacted],
I am responding on...
behalf of Complaint #: [redacted].
It has always been standard policy that our Registration Fees are non-refundable.
Our practice is that when families choose our school, they pay the registration fee plus first week of tuition to hold their spot for their child to start in our school upon their requested date. We then hold that spot for their child which therefore keeps other children from enrolling in that space. We do offer the family 3 partial free days to help children transition easier into their new school. Prior to this, enrollment information and a parent handbook is given to parents to fill out and return. One of the forms returned is a signed form that they are aware of our Policies and Procedures. Upon orientation of new families, I clearly educate families of the enrolment process. This particular family felt it was best for them to stay with their nanny for a couple more years. I understood their current situation and sympathized their change of plans. Mrs. [redacted] has called me several times for a refund and I explain that her deposit is non-refundable but can of course be honored when she decides for her child to start at an older age which I even recommended by 3 1/2 years old. Mrs. [redacted] and I had a nice relationship during this process, but her family simply felt that since their child didn't partake in the 1st full week that they would like a refund and continue to ask me if there is a possibility. Still, to this day, I will accept attendance for their child if they choose to enroll him in Pre-Kindergarten, etc...
Please let me know if you need any additional information. I can fax you copies of our tour fact sheets and parent handbook.
Thank You & Have A Nice Day!
[redacted]
Director
Le Chaperon Rouge-Rocky River
19315 Hilliard Blvd.
Rocky River, Ohio 44116
Phone: 440.356.7329
Fax: 440.356.8914
www.lechaperonrouge.com