Little Lambs Learning Academy

To Whom It May Concern,
RE:  Complaint by
[redacted]
Mrs. [redacted] did not receive any assistance from Child Care Services for September which resulted in her being responsible for the entire bill.  This billing consists of $480.00 for...

September tuition, $175.00 for the pre-school curriculum and$20.00 in late payment fees. The total amount due for September was $675.00.  Mrs. [redacted] paid $378.00 on September 4, 2014 and $20.00 on September 19, 2014.  These two payments total $398.00 which is $277.00 less than what she should have paid.
For the month of October Mrs. [redacted]’s bill is $480.00 for October tuition and $30.00 in late payment fees for the beginning of October.  On October 2, 2014 she paid $185.00.  On October 8, 2014 she paid $157.00.  She also paid a $30.00 late payment fee on October 8, 2014.  The total amount that she has paid in October is $372.00.  The balance due for October is $138.00.
The amounts from September and October resulted in Mrs. [redacted] having a balance due of $415.00 which consists of the $277.00 she owes for September and the $138.00 that she owes for October. According to her contract with Little Lambs, her child’s account must remain current in order to continue to receive services.  At this time, she has neither submitted any written notice of termination of services and she has not paid her outstanding account balance. 
The amount above does not include any late fees for the payment that was due on October 15th which as of today, October 20,2014 has not been paid.  It also does not include any fees associated with not giving a proper notice of termination of services.
Due to the account being delinquent and in an effort to save the customer additional fees, the center will process a disenrollment for the child effective two weeks from today and waive the $175.00 curriculum fee that was not paid in September.  Two weeks from this date is November 3rd.  The customer will not be charged for the payment that she would owe for the beginning of November (according to the two week notice agreement).  She will only be responsible for the fees up to October 31st. October 31st will be last day the child will be able to be in attendance. However, the child’s balance must be brought current in order to be in attendance for the remainder of these days.
This course of action will reduce the customer’s fees to a balance of $260.00 which includes a late fee of $20.00 for the tuition that was not paid on October 15th for the remainder of the month.  This late fee increases daily up to $55.00.  However, the additional late fees will be waived if the account is brought current and does not go to collections. It is recommended that the customer contacts the center immediately to satisfy her debt and avoid collection action.
Best Regards,
[redacted]
Finance and Administration

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
My entire complaint is not being addressed.  My son was immediately withdrawn due to the lack of unprofessionalism and hostility I received from Mr. [redacted] on October 8th.  I addressed my concerns with Mrs. [redacted]; however my complaint was not taken seriously.  I felt my sons' care would be in jeopardy and he would be treated unfairly, therefor I had to find alternate care for my son.  I addressed my concerns with employees at Little Lambs.  I was informed that Mr. and Mrs. [redacted], and their family members who are employed, also speak to their staff in an unprofessional manner.  This is why a two week notice was not provided.

Complaint: [redacted]
I am rejecting this response because:
Mrs. [redacted]
 
I received a letter in the mail stating I had CCS coverage up until September 15, 2014.  I also confirmed this with my case manager Mrs. [redacted] I have documentation as well as a voicemail recording from her stating I received CCS for the first two weeks in September.  All payments are due at the end of the month for the following month, since I had this issue for the month of August I decided to screen shot the amount that was posted on September 30, 2014.  The amount that was posted was $174.82 and I though that it was for the first two weeks of October, so I paid $185.00 which included the fee.  I already paid $378.00 for the month of September as instructed by little lambs. After making the payment I checked my balance online and there was a balance for $634.08.  I called and spoke with [redacted] to find out why my balance was so much and she informed me that she had to make adjustments since my CCS ended on September 15, 2014.  On October 7, 2014 I was informed I owe $157.00.  I sent [redacted] a text message asking her about my balance (I have attached the text messages as well as the screen shots when the amount for $174.82 was posted).  I'm confused as to why you're saying I did not receive CCS for the month of September and I have documentation stating I did.  In addition to my complaint, which you did not address is the way Mr. [redacted] spoke to me. On October 8th I was confronted by Mr. [redacted] regarding my account. I informed him that I paid $157.00 and Mr. [redacted] told me that he would not accept my son unless I paid $30 late fee. I asked Mr. [redacted] to explain to me why I was being charged a late fee because of their mistake and I was just informed on October 7th the amount that was due.  He rudely proceeded to tell me that "once his mind is made up, there is no changing it" and my son was not allowed until I paid $30 late fee. Mr. [redacted] was rude and disrespectful. This entire conversation took place in the front lobby in front of my child and other parents. The way Mr. [redacted] handled the situation was very unprofessional.  I spoke with Mrs. [redacted] and informed her how upset I was with the way Mr. [redacted] spoke to me.  Mrs. [redacted] did apologize, however I did not feel like my concern was taken serious.  I spoke with an employee regarding what happen and I was informed that this is how the staff at little lambs speaks to their employees. I understand little lambs requires a 2 week notice but I did not feel comfortable leaving my child at this facility and I removed him once I found alternate care.   If this is reported to the credit agency I will dispute the matter. 
 
Daycare

 
 





Tuition paid $378.00 for September


 


Little Lambs requesting $634.08


 


$30 late fee.


 


September 3, 2014


 


October 6, 2014


 


October 7, 2014


 







 


October 2, 2014


 


October 7, 2014


 



 


Tuition paid $185.00 for October


 


Tuition paid $157.00 for October


 






 
Regards,
[redacted]

Mr. [redacted] was administratively dis-enrolled from the daycare for disorderly conduct in the lobby and hallways of the daycare.  He did not turn in a two week notice.  The owner told him that the police would be called to have him removed if he did not leave the property due...

to his disorderly conduct. His behavior in the lobby was then followed by another parent that he was speaking with as he then began to try to get others to act with him.  Mr. [redacted] has on more than one occasion caused a disturbance and issued threats towards the daycare, it's owners and staff.  Mr. [redacted] on this occasion was administratively dis-enrolled and will not be allowed to return to the center due to the pattern of behavior he has exhibited. The entire incident, from beginning to end was video taped by the cameras in the center.  Mr. [redacted] stated that the behavior of the other parent was uncalled for and that he was the cause of it.  However, he was told that his behavior was also unacceptable, he began to act in a very disorderly way, yelling in the door way and issuing threats.  This type of behavior is unacceptable and the actions taken to ask him to leave were appropriate. The level that is being stooped to is very unfortunate.  As a pastor, it is very unfortunate that he would not tell the truth and seek to tarnish the name of the daycare.  His behavior was also witnessed by staff.  The daycare stands by its position to not allow this customer to return.

Little Lambs Learning Academy has gone over and beyond to accommodate the behavior of the parent and child of this complaint.  Any calls made to the parent were an attempt to work with the parent so that their child could remain in daycare.  Despite the schools best efforts,...

the behavioral issues persisted. The school can never take the place of a parent who has the ultimate responsibility of correcting behavioral issues. Mrs. [redacted] did not submit a two week notice.  She did not inform anyone that she was not bringing her child back to the school.   The school did not know that Kingston was not returning until Mrs. [redacted] called and cursed the front desk staff and said that he would not return. This behavior is also unacceptable. The school stands by Mrs. [redacted]'s choice to find another source of child care.  It also stands by it's policy of a written two week notice.  All policies agreed to in writing by Mrs. [redacted] and her husband will be enforced.

The facility itself is nice, but when addressing my concerns with the female owner about the suspension of my son over a safety hazard, she began to over talk me and not listen to anything I had to say. When you tell me " i'm not going to continue to lolly gag with you on the phone, these are my rules and read the parent hand book" all my respect goes out the window. In my opinion, they need to beef up the security of keeping the children with in their classrooms. It concerns me if a teacher is too slow to stop my child from exiting the room or cannot guarantee that my child will not leave the room and end up in the streets if there is no one at the front desk. I think that the daycare facilitators could benefit in some education on conflict resolution, and customer service skills.