I hold firm to my Policies and Procedures. The pertinent sections of our Parent Handbook are highlighted in my initial response to the complaint.
In summary: When the parent initiates termination, they are required to give Billie’s Busy Kids two weeks notice. As stated in the initial response, the parents verified, by signature, that they received and understood the policies in the Handbook.
When I indicated that I would refund them the remaining tuition for the month of July, I did so under duress. The parents initiated termination on 7/17/15. When I spoke with the mother to verify, I was insulted, screamed at, called names, and had profanities yelled at me. When ** showed up at the center I felt threatened. In the parking lot at my place of business, he was aggressive, he got in my face, and yelled and threatened me. I felt threatened and I just wanted them to go away. I was shocked by the unprofessional behavior displayed by both parents and I was fearful of the backlash that I was experiencing, and has continued to take place. At the time, I reached out to the Granite Falls Police Department and was advised by Deputy [redacted] to write them a letter, letting them know that if it continued, I would be forced to obtain a no-harassment order. This is detailed in my initial response to the complaint.
Again, I will hold to the policy and procedures that the parent signed durring the time that their children were enrolled with Billie's Busy Kids – I will not be refunding any tuition fees.
I will however be refunding a prorated portion of the prepaid activities fees for both children for July and August. This will include $70.00 ($35 for each child) for the month of August. And it will include $30.40 ($15.20 for each child, for the remainder of July after termination). The total activity fee refund will total $100.40.
Billie [redacted]
Response:The above complaint leaves out several key details. Webegan having conversations regarding [redacted]’s behaviors not long after enrollmentin December of 2013 including phone calls, text messages, and I have hadseveral meetings with each parent both individually and together during dropoff and...
pick up times. We 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 herself. The 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 herself. I have documentation goingback to February of 2014 that shows the history and the progression of [redacted]’sbehaviors, and documents that the parents in fact did have knowledge of theseevents and issues. It was common practice for me to have conversations withthe mother, letting her know that [redacted] was having a good or bad day. On 7/17/15,before the events outlined in the above complaint, I sent the mother a text andasked her to call me at her convenience. When she called I informed her thatthere were two incident reports for [redacted]. Before I could talk in any detailabout the specifics of the reports she began yelling and swearing at me. Shecalled me a liar and hung up the phone after saying my kids hate you and your daycare and we are "done" with care. I 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 mycare. Before this incident I felt that we had been working successfully as ateam to find solutions for [redacted]. After she hung up the phone, I called thefather. He said “we are done with your daycare”. They terminated services.On 7/20/15 The father attempted to drop his children offin the morning, I reminded him that they had terminated care on 7/17. He toldme I owed him two weeks of care. He said he was going to call my licensor, CPS,and the police, and he told me I owed him money. I asked him to leave.Regarding the refund they are asking for:In fact, I do not owe them any reimbursement. On 5/2/14they signed a form acknowledging that they have received a copy of my Parent Handbookwhich outlines my business policies. My policy regarding parent initiatedtermination is as noted in the excerpt below: Termination ofServices: 1. After the trial period, you are required to givethe director 2 weeks’ notice of your intent to terminate care. If you shouldterminate your child’s care without notice, you will owe the regular fee forthe 2 weeks. Regarding the handling of the child’s abusive/aggressive behavior: Myself and my staff followed all policies defined in our Parent Handbook. As noted above, theparents we maintained constant communication with the parents as it pertainedto the child’s behaviors. Challenging Behavior:Parents will be notified if their child isdemonstrating aggressive behavior. Physical aggression and hurtful behaviorincludes, but is not limited to: biting, hitting, kicking, pushing, andpinching. Relational aggression includes verbal bullying, tantrums, testinglimits, refusal to follow directions or observe classroom rules. Billie’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 2014 as documented on incident reports. 2. Step Two: Teacher/director coach the child and provide regular updates to parents. This has been ongoing since 2014 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 2013 providing thehighest quality child care we can for [redacted]. 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 matter. Billie [redacted]
Complaint: [redacted]I am rejecting this response because:Again Billie, at no time did we initiate termination on 07/17/15. I only informed you that we were looking for other care options. If 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 4 days before you informed us that you were terminating care. You can make up any story you want and your alleged actuations of your false claims that you were called names, profanities were yelled at you, and so called harassment are absurd. You are now just trying to find anything to justify your poor business choices that you have demonstrated with this situation. I am just giving you the opportunity to make right with this matter. I will only accept the $ 675.00 for childcare fees plus the $100 for the activity fees that were paid for in advance to you. It appears like we are not coming to an agreement on this matter, so the only other option is to resolve this matter in court. Which I have in writing from you that you would in fact pay me what is owed to me. I would also like to point out that I received the termination letter 5 days after this so called incident. [redacted]
I hold firm to my Policies and Procedures. The pertinent sections of our Parent Handbook are highlighted in my initial response to the complaint.
In summary: When the parent initiates termination, they are required to give Billie’s Busy Kids two weeks notice. As stated in the initial response, the parents verified, by signature, that they received and understood the policies in the Handbook.
When I indicated that I would refund them the remaining tuition for the month of July, I did so under duress. The parents initiated termination on 7/17/15. When I spoke with the mother to verify, I was insulted, screamed at, called names, and had profanities yelled at me. When ** showed up at the center I felt threatened. In the parking lot at my place of business, he was aggressive, he got in my face, and yelled and threatened me. I felt threatened and I just wanted them to go away. I was shocked by the unprofessional behavior displayed by both parents and I was fearful of the backlash that I was experiencing, and has continued to take place. At the time, I reached out to the Granite Falls Police Department and was advised by Deputy [redacted] to write them a letter, letting them know that if it continued, I would be forced to obtain a no-harassment order. This is detailed in my initial response to the complaint.
Again, I will hold to the policy and procedures that the parent signed durring the time that their children were enrolled with Billie's Busy Kids – I will not be refunding any tuition fees.
I will however be refunding a prorated portion of the prepaid activities fees for both children for July and August. This will include $70.00 ($35 for each child) for the month of August. And it will include $30.40 ($15.20 for each child, for the remainder of July after termination). The total activity fee refund will total $100.40.
Billie [redacted]
Response:The above complaint leaves out several key details. Webegan having conversations regarding [redacted]’s behaviors not long after enrollmentin December of 2013 including phone calls, text messages, and I have hadseveral meetings with each parent both individually and together during dropoff and...
pick up times. We 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 herself. The 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 herself. I have documentation goingback to February of 2014 that shows the history and the progression of [redacted]’sbehaviors, and documents that the parents in fact did have knowledge of theseevents and issues. It was common practice for me to have conversations withthe mother, letting her know that [redacted] was having a good or bad day. On 7/17/15,before the events outlined in the above complaint, I sent the mother a text andasked her to call me at her convenience. When she called I informed her thatthere were two incident reports for [redacted]. Before I could talk in any detailabout the specifics of the reports she began yelling and swearing at me. Shecalled me a liar and hung up the phone after saying my kids hate you and your daycare and we are "done" with care. I 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 mycare. Before this incident I felt that we had been working successfully as ateam to find solutions for [redacted]. After she hung up the phone, I called thefather. He said “we are done with your daycare”. They terminated services.On 7/20/15 The father attempted to drop his children offin the morning, I reminded him that they had terminated care on 7/17. He toldme I owed him two weeks of care. He said he was going to call my licensor, CPS,and the police, and he told me I owed him money. I asked him to leave.Regarding the refund they are asking for:In fact, I do not owe them any reimbursement. On 5/2/14they signed a form acknowledging that they have received a copy of my Parent Handbookwhich outlines my business policies. My policy regarding parent initiatedtermination is as noted in the excerpt below: Termination ofServices: 1. After the trial period, you are required to givethe director 2 weeks’ notice of your intent to terminate care. If you shouldterminate your child’s care without notice, you will owe the regular fee forthe 2 weeks. Regarding the handling of the child’s abusive/aggressive behavior: Myself and my staff followed all policies defined in our Parent Handbook. As noted above, theparents we maintained constant communication with the parents as it pertainedto the child’s behaviors. Challenging Behavior:Parents will be notified if their child isdemonstrating aggressive behavior. Physical aggression and hurtful behaviorincludes, but is not limited to: biting, hitting, kicking, pushing, andpinching. Relational aggression includes verbal bullying, tantrums, testinglimits, refusal to follow directions or observe classroom rules. Billie’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 2014 as documented on incident reports. 2. Step Two: Teacher/director coach the child and provide regular updates to parents. This has been ongoing since 2014 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 2013 providing thehighest quality child care we can for [redacted]. 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 matter. Billie [redacted]
Complaint: [redacted]I am rejecting this response because:Again Billie, at no time did we initiate termination on 07/17/15. I only informed you that we were looking for other care options. If 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 4 days before you informed us that you were terminating care. You can make up any story you want and your alleged actuations of your false claims that you were called names, profanities were yelled at you, and so called harassment are absurd. You are now just trying to find anything to justify your poor business choices that you have demonstrated with this situation. I am just giving you the opportunity to make right with this matter. I will only accept the $ 675.00 for childcare fees plus the $100 for the activity fees that were paid for in advance to you. It appears like we are not coming to an agreement on this matter, so the only other option is to resolve this matter in court. Which I have in writing from you that you would in fact pay me what is owed to me. I would also like to point out that I received the termination letter 5 days after this so called incident. [redacted]