Response:The above complaint leaves out several key detailsWebegan having conversations regarding ***’s behaviors not long after enrollmentin December of including phone calls, text messages, and I have hadseveral meetings with each parent both individually and together during dropoff and pick up timesWe also had conversations when one or both parentsneeded to come pick [redacted] up early because of her abusive and aggressive behaviortowards staff, other children, and herselfThe agreement between the parentsand Billie’s Busy Kids was that they would come and pick her up if she wasabusive towards staff, other children, or herselfI have documentation goingback to February of that shows the history and the progression of ***’sbehaviors, and documents that the parents in fact did have knowledge of theseevents and issuesIt was common practice for me to have conversations withthe mother, letting her know that [redacted] was having a good or bad dayOn 7/17/15,before the events outlined in the above complaint, I sent the mother a text andasked her to call me at her convenienceWhen she called I informed her thatthere were two incident reports for ***Before I could talk in any detailabout the specifics of the reports she began yelling and swearing at meShecalled me a liar and hung up the phone after saying my kids hate you and your daycare and we are "done" with careI was more than a little surprised thatshe would treat me this way given the history and good working relationship wehad developed over the course of the year and a half that her kids were in mycareBefore this incident I felt that we had been working successfully as ateam to find solutions for ***After she hung up the phone, I called thefatherHe said “we are done with your daycare”They terminated services.On 7/20/The father attempted to drop his children offin the morning, I reminded him that they had terminated care on 7/He toldme I owed him two weeks of careHe said he was going to call my licensor, CPS,and the police, and he told me I owed him moneyI asked him to leave.Regarding the refund they are asking for:In fact, I do not owe them any reimbursementOn 5/2/14they signed a form acknowledging that they have received a copy of my Parent Handbookwhich outlines my business policiesMy policy regarding parent initiatedtermination is as noted in the excerpt below: Termination ofServices: After the trial period, you are required to givethe director weeks’ notice of your intent to terminate careIf you shouldterminate your child’s care without notice, you will owe the regular fee forthe weeks Regarding the handling of the child’s abusive/aggressive Myself and my staff followed all policies defined in our Parent HandbookAs noted above, theparents we maintained constant communication with the parents as it pertainedto the child’s behaviorsChallenging Physical aggression and hurtful behaviorincludes, but is not limited to: biting, hitting, kicking, pushing, andpinchingRelational aggression includes verbal bullying, tantrums, testinglimits, refusal to follow directions or observe classroom rulesBillie’s BusyKids acknowledges that children in the toddler years are learning boundariesand teachers will be using methods to help children learn appropriate behavior.In the event challenging behavior cannot be handled through a standardclassroom setting, BBK will work with the parents to set up abehavior plan: 1.Step One: Director, teacher, parent conference to establish a behavior plan with goalsThis has been ongoing since as documented on incident reportsStep Two: Teacher/director coach the child and provide regular updates to parentsThis has been ongoing since and has been documented in incident reports and in notes infile.3.Step Three: Second conference, at which time the director and the parents will evaluate the child’s progress and makeadjustments to the age appropriate methods being used to modify the child’s behavior.This was done in May after contacting Bracken the Mental Health professional, and Working on Developmental plan in June withthe family.4.In extreme circumstances if no progress is being made and Billie’s Busy Kids has exhausted all methods to help the child,parents will be required to find alternate childcare.Child care termination was initiated by the parents on 7/17/15.Any or all of the steps may be skipped or omittedas deemed appropriate, based on the extent of the aggressive behavior andcircumstances, and Billie’s Busy kids may, in its sole discretion, suspend orterminate services.Explanation we provided to the family in our follow up letter: We feel at this time that day care is to stressful for your child to remain in our care.We as a program have gone above and beyond since December providing thehighest quality child care we can for *** It is recommended that you find a child care with a smaller group, orprovide a nanny for your child and try a group situation again in a few monthsThank you for your time regarding this matterBillie [redacted]
Complaint: [redacted] I am rejecting this response because:Again Billie, at no time did we initiate termination on 07/17/I only informed you that we were looking for other care optionsIf you were so in duress after our conversation, then why take the time to call and confirm with my husband that we were in fact looking into other care options? Then take an additional days before you informed us that you were terminating careYou can make up any story you want and your alleged actuations of your claims that you were called names, profanities were yelled at you, and so called harassment are absurdYou are now just trying to find anything to justify your poor business choices that you have demonstrated with this situationI am just giving you the opportunity to make right with this matterI will only accept the $ for childcare fees plus the $for the activity fees that were paid for in advance to youIt appears like we are not coming to an agreement on this matter, so the only other option is to resolve this matter in courtWhich I have in writing from you that you would in fact pay me what is owed to meI would also like to point out that I received the termination letter days after this so called incident [redacted]
Complaint: ***I am rejecting this response because:First and foremost I would like to bring up that *** hasnot exhibited any behavior issues for to months nowRegarding your commentabout *** having aggressive behavior towards other kids and herself, never wasthis an issue and this was never reported to me or her father as an issueAllbehavior issues that she experienced there was directed towards your staffmembers and I was informed of some of thoseWhich those occurred the prior year.On 07/17/at 3:pm. The text that I received from you was in your words” Hey Lady when youhave a few shoot me a call Jeverything is goodJust a Heads up.” I called you at 3:pm, you then relayedto me that *** is losing her mind this weekI asked how soYou stated thatshe pushed a chair at a staff member on 07/16/which when we picked the kidsup that evening nothing was ever reported to me or** the following morning on07/17/neitherYou then stated that Teacher *** report an incident today07/17/that *** was asked to pick up some toys and tried to hit and kick herwhen she didn’t complyI then questioned if you were there to observe this incidentand you had no response and if this was reported to you second hand and then Iquestioned the interaction of the teacher with my daughterI also stated I hada hard time believing that was the case as *** has had no behavior issues athome or anywhere else for that matterOnly since she has attended your daycarehas she been acting in this manner, I continued and said that she was in***’s care at *** *** for + years and home with no behavior issuesprior to her attending your centerI also stated that my year old ***,that also attends your center has been coming home and saying that she hatesyour center due to staff members being rude and mean to her. I also addressed other issues that occurred there recently in your absence.July 2015, *** went on a Field trip withyour staffI received a text message at 3:pm from you that *** had a greatday at the zoo on the way back she took a short nap and woke up with a headache in not those wordsWe did have lots of water on the trip and she ate wellat both snack and lunch we stopped and got ice cream and she also had snack at3:00. When I got home *** was still notfeeling well I asked her how much water she had too drink today she said thatshe had cups of water and that she asked you for water and you refused togive her water and told her it was not the appropriate timeThen she startedvomiting and passed out from heat exhaustionI informed you on 07/06/thatshe got heat stroke over the 4th of July weekend and need to bewatched and reminded to drink fluidsThat didn’t occur. Also thatsome new teacher ***, kicking the back of her feet cause she was not walkingfast enough on a walking field trip and to me that is bullying my child.*** on06/24/which she put a sensory corn kernel in her ear and told staff membersthat her ear hurt and no one did anything about it or checked her earWhen Ipick her up she said her ear hurt and teacher *** was right there and said thatshe was saying that a lot today. Its no 430mind you and that it has been in her ear all day, from some time before nap atnoonishWhen I got home I checked her ear and there was corn kernels, oneshoved in further than other to the point I could remove and easily see one andthe other inside the drum area so far that I had to take her to the clinic,then ENT and have it removed. I also informed you that we werelooking into other daycares for the girls, and that I would be on my way topick my girls up and I was unhappy with the care my kids were getting and thelack of management present at the center for the last months there was no oneavailable to report any issue too. Itold you I was done with the conversation and I would come and get them.You then proceeded to contact myHusband via phone call, and asked him if we were looking at other daycares andhe said yes and told you the issues that have been occurring there from his perspective.He said that staff is on their phones not watching kids, with all the new staffmembers that it was a revolving door it appearedOnce I arrived I was provided theincidents from 07/17/came from teacher *** and *** that you said werereported and you stated to me to “call me later”At no time did you say thatyou were terminating our children’s care or not to contact you or the daycarefor that matter.On 07/20/my husband went todrop the kids off and you came out of the center, met him at the ramp in frontand told him that you didn’t feel safe with *** there… end of communicationfrom youHe then said that there is still the bill from ***’s doctor and remainingmonth’s payment that you owe usHe stated he will contact whoever to getresolution** then called me, and I then contacted you, and you hung up on me. The next communication I received fromyou was on the July 21nd, after I texted you and said that I wouldbe by in the afternoon to pick up the girls stuff, and be reimbursed for thechild care that was not provided with the field trip fees that I paid forearlier in the monthAt that time you sent me a text message saying that “Ihad terminated care” which was not the case at allOnly expressed that we werein*** on different care optionsAlso that my refund would be mailed to mein the next few weeks. I feel that you have retaliated against us since we informedyou that we were looking for child care elsewhere. At no time did we say that we wereterminating care since there is limited care options in Granite Falls which you are aware ofYou areclearly using our daughters past behavior issues as an excuse to terminate ourchild care and keep our paymentOrigin*** you stated that I said that I wasterminating care then you stated “you were terminating care.” Which you omittedfrom your response here on this forumI do have the letter that includes thatyou would reimburse us for the service that you didn’t provide I can providethat for you if neededI have never been so disappointed with a daycare centerand find it funny that the center the girls are going to currently, have somekids that used to go to your center that are saying your staff is rude and meanto them as well All I would like is to bereimbursed for the weeks that my children were not cared for and summerprogram fees that were paid up front, that is all I’m asking for*** ***
Complaint: ***I am rejecting this response because:Again Billie, at no time did we initiate termination on 07/17/I only informed you that we were looking for other care optionsIf you were so in duress after our conversation, then why take the time to call and confirm with my husband that we were in fact looking into other care options? Then take an additional days before you informed us that you were terminating careYou can make up any story you want and your alleged actuations of your claims that you were called names, profanities were yelled at you, and so called harassment are absurdYou are now just trying to find anything to justify your poor business choices that you have demonstrated with this situationI am just giving you the opportunity to make right with this matterI will only accept the $ for childcare fees plus the $for the activity fees that were paid for in advance to youIt appears like we are not coming to an agreement on this matter, so the only other option is to resolve this matter in courtWhich I have in writing from you that you would in fact pay me what is owed to meI would also like to point out that I received the termination letter days after this so called incident*** ***
Response:The above complaint leaves out several key detailsWebegan having conversations regarding ***’s behaviors not long after enrollmentin December of including phone calls, text messages, and I have hadseveral meetings with each parent both individually and together during dropoff and
pick up timesWe also had conversations when one or both parentsneeded to come pick *** up early because of her abusive and aggressive behaviortowards staff, other children, and herselfThe agreement between the parentsand Billie’s Busy Kids was that they would come and pick her up if she wasabusive towards staff, other children, or herselfI have documentation goingback to February of that shows the history and the progression of ***’sbehaviors, and documents that the parents in fact did have knowledge of theseevents and issuesIt was common practice for me to have conversations withthe mother, letting her know that *** was having a good or bad dayOn 7/17/15,before the events outlined in the above complaint, I sent the mother a text andasked her to call me at her convenienceWhen she called I informed her thatthere were two incident reports for ***Before I could talk in any detailabout the specifics of the reports she began yelling and swearing at meShecalled me a liar and hung up the phone after saying my kids hate you and your daycare and we are "done" with careI was more than a little surprised thatshe would treat me this way given the history and good working relationship wehad developed over the course of the year and a half that her kids were in mycareBefore this incident I felt that we had been working successfully as ateam to find solutions for ***After she hung up the phone, I called thefatherHe said “we are done with your daycare”They terminated services.On 7/20/The father attempted to drop his children offin the morning, I reminded him that they had terminated care on 7/He toldme I owed him two weeks of careHe said he was going to call my licensor, CPS,and the police, and he told me I owed him moneyI asked him to leave.Regarding the refund they are asking for:In fact, I do not owe them any reimbursementOn 5/2/14they signed a form acknowledging that they have received a copy of my Parent Handbookwhich outlines my business policiesMy policy regarding parent initiatedtermination is as noted in the excerpt below: Termination ofServices: 1. After the trial period, you are required to givethe director weeks’ notice of your intent to terminate careIf you shouldterminate your child’s care without notice, you will owe the regular fee forthe weeks. Regarding the handling of the child’s abusive/aggressive behavior: Myself and my staff followed all policies defined in our Parent HandbookAs noted above, theparents we maintained constant communication with the parents as it pertainedto the child’s behaviorsChallenging Behavior:Parents will be notified if their child isdemonstrating aggressive behaviorPhysical aggression and hurtful behaviorincludes, but is not limited to: biting, hitting, kicking, pushing, andpinchingRelational aggression includes verbal bullying, tantrums, testinglimits, refusal to follow directions or observe classroom rulesBillie’s BusyKids acknowledges that children in the toddler years are learning boundariesand teachers will be using methods to help children learn appropriate behavior.In the event challenging behavior cannot be handled through a standardclassroom setting, BBK will work with the parents to set up abehavior plan: 1.Step One: Director, teacher, parent conference to establish a behavior plan with goals. This has been ongoing since as documented on incident reports. Step Two: Teacher/director coach the child and provide regular updates to parents. This has been ongoing since and has been documented in incident reports and in notes infile.3.Step Three: Second conference, at which time the director and the parents will evaluate the child’s progress and makeadjustments to the age appropriate methods being used to modify the child’s behavior.This was done in May after contacting Bracken the Mental Health professional, and Working on Developmental plan in June withthe family.4.In extreme circumstances if no progress is being made and Billie’s Busy Kids has exhausted all methods to help the child,parents will be required to find alternate childcare.Child care termination was initiated by the parents on 7/17/15.Any or all of the steps may be skipped or omittedas deemed appropriate, based on the extent of the aggressive behavior andcircumstances, and Billie’s Busy kids may, in its sole discretion, suspend orterminate services.Explanation we provided to the family in our follow up letter: We feel at this time that day care is to stressful for your child to remain in our care.We as a program have gone above and beyond since December providing thehighest quality child care we can for ***. It is recommended that you find a child care with a smaller group, orprovide a nanny for your child and try a group situation again in a few months. Thank you for your time regarding this matterBillie ***
Response:The above complaint leaves out several key detailsWebegan having conversations regarding ***’s behaviors not long after enrollmentin December of including phone calls, text messages, and I have hadseveral meetings with each parent both individually and together during dropoff and pick up timesWe also had conversations when one or both parentsneeded to come pick [redacted] up early because of her abusive and aggressive behaviortowards staff, other children, and herselfThe agreement between the parentsand Billie’s Busy Kids was that they would come and pick her up if she wasabusive towards staff, other children, or herselfI have documentation goingback to February of that shows the history and the progression of ***’sbehaviors, and documents that the parents in fact did have knowledge of theseevents and issuesIt was common practice for me to have conversations withthe mother, letting her know that [redacted] was having a good or bad dayOn 7/17/15,before the events outlined in the above complaint, I sent the mother a text andasked her to call me at her convenienceWhen she called I informed her thatthere were two incident reports for ***Before I could talk in any detailabout the specifics of the reports she began yelling and swearing at meShecalled me a liar and hung up the phone after saying my kids hate you and your daycare and we are "done" with careI was more than a little surprised thatshe would treat me this way given the history and good working relationship wehad developed over the course of the year and a half that her kids were in mycareBefore this incident I felt that we had been working successfully as ateam to find solutions for ***After she hung up the phone, I called thefatherHe said “we are done with your daycare”They terminated services.On 7/20/The father attempted to drop his children offin the morning, I reminded him that they had terminated care on 7/He toldme I owed him two weeks of careHe said he was going to call my licensor, CPS,and the police, and he told me I owed him moneyI asked him to leave.Regarding the refund they are asking for:In fact, I do not owe them any reimbursementOn 5/2/14they signed a form acknowledging that they have received a copy of my Parent Handbookwhich outlines my business policiesMy policy regarding parent initiatedtermination is as noted in the excerpt below: Termination ofServices: After the trial period, you are required to givethe director weeks’ notice of your intent to terminate careIf you shouldterminate your child’s care without notice, you will owe the regular fee forthe weeks Regarding the handling of the child’s abusive/aggressive Myself and my staff followed all policies defined in our Parent HandbookAs noted above, theparents we maintained constant communication with the parents as it pertainedto the child’s behaviorsChallenging Physical aggression and hurtful behaviorincludes, but is not limited to: biting, hitting, kicking, pushing, andpinchingRelational aggression includes verbal bullying, tantrums, testinglimits, refusal to follow directions or observe classroom rulesBillie’s BusyKids acknowledges that children in the toddler years are learning boundariesand teachers will be using methods to help children learn appropriate behavior.In the event challenging behavior cannot be handled through a standardclassroom setting, BBK will work with the parents to set up abehavior plan: 1.Step One: Director, teacher, parent conference to establish a behavior plan with goalsThis has been ongoing since as documented on incident reportsStep Two: Teacher/director coach the child and provide regular updates to parentsThis has been ongoing since and has been documented in incident reports and in notes infile.3.Step Three: Second conference, at which time the director and the parents will evaluate the child’s progress and makeadjustments to the age appropriate methods being used to modify the child’s behavior.This was done in May after contacting Bracken the Mental Health professional, and Working on Developmental plan in June withthe family.4.In extreme circumstances if no progress is being made and Billie’s Busy Kids has exhausted all methods to help the child,parents will be required to find alternate childcare.Child care termination was initiated by the parents on 7/17/15.Any or all of the steps may be skipped or omittedas deemed appropriate, based on the extent of the aggressive behavior andcircumstances, and Billie’s Busy kids may, in its sole discretion, suspend orterminate services.Explanation we provided to the family in our follow up letter: We feel at this time that day care is to stressful for your child to remain in our care.We as a program have gone above and beyond since December providing thehighest quality child care we can for *** It is recommended that you find a child care with a smaller group, orprovide a nanny for your child and try a group situation again in a few monthsThank you for your time regarding this matterBillie [redacted]
Complaint: [redacted] I am rejecting this response because:Again Billie, at no time did we initiate termination on 07/17/I only informed you that we were looking for other care optionsIf you were so in duress after our conversation, then why take the time to call and confirm with my husband that we were in fact looking into other care options? Then take an additional days before you informed us that you were terminating careYou can make up any story you want and your alleged actuations of your claims that you were called names, profanities were yelled at you, and so called harassment are absurdYou are now just trying to find anything to justify your poor business choices that you have demonstrated with this situationI am just giving you the opportunity to make right with this matterI will only accept the $ for childcare fees plus the $for the activity fees that were paid for in advance to youIt appears like we are not coming to an agreement on this matter, so the only other option is to resolve this matter in courtWhich I have in writing from you that you would in fact pay me what is owed to meI would also like to point out that I received the termination letter days after this so called incident [redacted]
Complaint: ***I am rejecting this response because:First and foremost I would like to bring up that *** hasnot exhibited any behavior issues for to months nowRegarding your commentabout *** having aggressive behavior towards other kids and herself, never wasthis an issue and this was never reported to me or her father as an issueAllbehavior issues that she experienced there was directed towards your staffmembers and I was informed of some of thoseWhich those occurred the prior year.On 07/17/at 3:pm. The text that I received from you was in your words” Hey Lady when youhave a few shoot me a call Jeverything is goodJust a Heads up.” I called you at 3:pm, you then relayedto me that *** is losing her mind this weekI asked how soYou stated thatshe pushed a chair at a staff member on 07/16/which when we picked the kidsup that evening nothing was ever reported to me or** the following morning on07/17/neitherYou then stated that Teacher *** report an incident today07/17/that *** was asked to pick up some toys and tried to hit and kick herwhen she didn’t complyI then questioned if you were there to observe this incidentand you had no response and if this was reported to you second hand and then Iquestioned the interaction of the teacher with my daughterI also stated I hada hard time believing that was the case as *** has had no behavior issues athome or anywhere else for that matterOnly since she has attended your daycarehas she been acting in this manner, I continued and said that she was in***’s care at *** *** for + years and home with no behavior issuesprior to her attending your centerI also stated that my year old ***,that also attends your center has been coming home and saying that she hatesyour center due to staff members being rude and mean to her. I also addressed other issues that occurred there recently in your absence.July 2015, *** went on a Field trip withyour staffI received a text message at 3:pm from you that *** had a greatday at the zoo on the way back she took a short nap and woke up with a headache in not those wordsWe did have lots of water on the trip and she ate wellat both snack and lunch we stopped and got ice cream and she also had snack at3:00. When I got home *** was still notfeeling well I asked her how much water she had too drink today she said thatshe had cups of water and that she asked you for water and you refused togive her water and told her it was not the appropriate timeThen she startedvomiting and passed out from heat exhaustionI informed you on 07/06/thatshe got heat stroke over the 4th of July weekend and need to bewatched and reminded to drink fluidsThat didn’t occur. Also thatsome new teacher ***, kicking the back of her feet cause she was not walkingfast enough on a walking field trip and to me that is bullying my child.*** on06/24/which she put a sensory corn kernel in her ear and told staff membersthat her ear hurt and no one did anything about it or checked her earWhen Ipick her up she said her ear hurt and teacher *** was right there and said thatshe was saying that a lot today. Its no 430mind you and that it has been in her ear all day, from some time before nap atnoonishWhen I got home I checked her ear and there was corn kernels, oneshoved in further than other to the point I could remove and easily see one andthe other inside the drum area so far that I had to take her to the clinic,then ENT and have it removed. I also informed you that we werelooking into other daycares for the girls, and that I would be on my way topick my girls up and I was unhappy with the care my kids were getting and thelack of management present at the center for the last months there was no oneavailable to report any issue too. Itold you I was done with the conversation and I would come and get them.You then proceeded to contact myHusband via phone call, and asked him if we were looking at other daycares andhe said yes and told you the issues that have been occurring there from his perspective.He said that staff is on their phones not watching kids, with all the new staffmembers that it was a revolving door it appearedOnce I arrived I was provided theincidents from 07/17/came from teacher *** and *** that you said werereported and you stated to me to “call me later”At no time did you say thatyou were terminating our children’s care or not to contact you or the daycarefor that matter.On 07/20/my husband went todrop the kids off and you came out of the center, met him at the ramp in frontand told him that you didn’t feel safe with *** there… end of communicationfrom youHe then said that there is still the bill from ***’s doctor and remainingmonth’s payment that you owe usHe stated he will contact whoever to getresolution** then called me, and I then contacted you, and you hung up on me. The next communication I received fromyou was on the July 21nd, after I texted you and said that I wouldbe by in the afternoon to pick up the girls stuff, and be reimbursed for thechild care that was not provided with the field trip fees that I paid forearlier in the monthAt that time you sent me a text message saying that “Ihad terminated care” which was not the case at allOnly expressed that we werein*** on different care optionsAlso that my refund would be mailed to mein the next few weeks. I feel that you have retaliated against us since we informedyou that we were looking for child care elsewhere. At no time did we say that we wereterminating care since there is limited care options in Granite Falls which you are aware ofYou areclearly using our daughters past behavior issues as an excuse to terminate ourchild care and keep our paymentOrigin*** you stated that I said that I wasterminating care then you stated “you were terminating care.” Which you omittedfrom your response here on this forumI do have the letter that includes thatyou would reimburse us for the service that you didn’t provide I can providethat for you if neededI have never been so disappointed with a daycare centerand find it funny that the center the girls are going to currently, have somekids that used to go to your center that are saying your staff is rude and meanto them as well All I would like is to bereimbursed for the weeks that my children were not cared for and summerprogram fees that were paid up front, that is all I’m asking for*** ***
Complaint: ***I am rejecting this response because:Again Billie, at no time did we initiate termination on 07/17/I only informed you that we were looking for other care optionsIf you were so in duress after our conversation, then why take the time to call and confirm with my husband that we were in fact looking into other care options? Then take an additional days before you informed us that you were terminating careYou can make up any story you want and your alleged actuations of your claims that you were called names, profanities were yelled at you, and so called harassment are absurdYou are now just trying to find anything to justify your poor business choices that you have demonstrated with this situationI am just giving you the opportunity to make right with this matterI will only accept the $ for childcare fees plus the $for the activity fees that were paid for in advance to youIt appears like we are not coming to an agreement on this matter, so the only other option is to resolve this matter in courtWhich I have in writing from you that you would in fact pay me what is owed to meI would also like to point out that I received the termination letter days after this so called incident*** ***
Response:The above complaint leaves out several key detailsWebegan having conversations regarding ***’s behaviors not long after enrollmentin December of including phone calls, text messages, and I have hadseveral meetings with each parent both individually and together during dropoff and
pick up timesWe also had conversations when one or both parentsneeded to come pick *** up early because of her abusive and aggressive behaviortowards staff, other children, and herselfThe agreement between the parentsand Billie’s Busy Kids was that they would come and pick her up if she wasabusive towards staff, other children, or herselfI have documentation goingback to February of that shows the history and the progression of ***’sbehaviors, and documents that the parents in fact did have knowledge of theseevents and issuesIt was common practice for me to have conversations withthe mother, letting her know that *** was having a good or bad dayOn 7/17/15,before the events outlined in the above complaint, I sent the mother a text andasked her to call me at her convenienceWhen she called I informed her thatthere were two incident reports for ***Before I could talk in any detailabout the specifics of the reports she began yelling and swearing at meShecalled me a liar and hung up the phone after saying my kids hate you and your daycare and we are "done" with careI was more than a little surprised thatshe would treat me this way given the history and good working relationship wehad developed over the course of the year and a half that her kids were in mycareBefore this incident I felt that we had been working successfully as ateam to find solutions for ***After she hung up the phone, I called thefatherHe said “we are done with your daycare”They terminated services.On 7/20/The father attempted to drop his children offin the morning, I reminded him that they had terminated care on 7/He toldme I owed him two weeks of careHe said he was going to call my licensor, CPS,and the police, and he told me I owed him moneyI asked him to leave.Regarding the refund they are asking for:In fact, I do not owe them any reimbursementOn 5/2/14they signed a form acknowledging that they have received a copy of my Parent Handbookwhich outlines my business policiesMy policy regarding parent initiatedtermination is as noted in the excerpt below: Termination ofServices: 1. After the trial period, you are required to givethe director weeks’ notice of your intent to terminate careIf you shouldterminate your child’s care without notice, you will owe the regular fee forthe weeks. Regarding the handling of the child’s abusive/aggressive behavior: Myself and my staff followed all policies defined in our Parent HandbookAs noted above, theparents we maintained constant communication with the parents as it pertainedto the child’s behaviorsChallenging Behavior:Parents will be notified if their child isdemonstrating aggressive behaviorPhysical aggression and hurtful behaviorincludes, but is not limited to: biting, hitting, kicking, pushing, andpinchingRelational aggression includes verbal bullying, tantrums, testinglimits, refusal to follow directions or observe classroom rulesBillie’s BusyKids acknowledges that children in the toddler years are learning boundariesand teachers will be using methods to help children learn appropriate behavior.In the event challenging behavior cannot be handled through a standardclassroom setting, BBK will work with the parents to set up abehavior plan: 1.Step One: Director, teacher, parent conference to establish a behavior plan with goals. This has been ongoing since as documented on incident reports. Step Two: Teacher/director coach the child and provide regular updates to parents. This has been ongoing since and has been documented in incident reports and in notes infile.3.Step Three: Second conference, at which time the director and the parents will evaluate the child’s progress and makeadjustments to the age appropriate methods being used to modify the child’s behavior.This was done in May after contacting Bracken the Mental Health professional, and Working on Developmental plan in June withthe family.4.In extreme circumstances if no progress is being made and Billie’s Busy Kids has exhausted all methods to help the child,parents will be required to find alternate childcare.Child care termination was initiated by the parents on 7/17/15.Any or all of the steps may be skipped or omittedas deemed appropriate, based on the extent of the aggressive behavior andcircumstances, and Billie’s Busy kids may, in its sole discretion, suspend orterminate services.Explanation we provided to the family in our follow up letter: We feel at this time that day care is to stressful for your child to remain in our care.We as a program have gone above and beyond since December providing thehighest quality child care we can for ***. It is recommended that you find a child care with a smaller group, orprovide a nanny for your child and try a group situation again in a few months. Thank you for your time regarding this matterBillie ***