Primrose School at Cibolo Canyon

Sept 8, Response To Complaint ID [redacted] RE: Primrose School at Cibolo Canyons To Whom It May Concern: We are in receipt of a complaint filed with the Revdex.com (Revdex.com) dated August 28, Below you will find our response to the complaint in addition to attachments to defend our position in the matterWe were pleased to have this family tour our school and choose to register their two children for our afterschool care program on 8/24/with care to begin on 8/31/Our registration and enrollment process requires a signed and completed registration form and tuition rate sheet, payment of a non-refundable registration and supply fee, a completed application for enrollment and other related forms as required by state licensingThe family complied with all necessary forms and payments to complete the enrollment process for their childrenThis family needed care soon because the KIN program told them they did not have availability so our staff worked quickly to process the paperwork in time for the children to begin care with us on the requested start dateWe immediately processed the payment for the registration and supply fees on 8/25/and made staffing and bus transportation plans accordinglyWeekly tuition billing was set to begin on 8/28/On 8/26/15, the customer called and notified our staff that the KIN program now had space available for his children so he would no longer need our careHe was advised, as indicated on the registration form and tuition rate sheet that he signed, that registration and supply fees are non-refundableThe customer requested an exception to the policy (refund) which was reviewed by the business ownersThe owners considered the following when reviewing the request for a refund of the fees: · Our staff complied with the request of the customer to process the enrollment of their children to ensure a space was reserved in our program so their children could begin care on the date neededThis family was fully registered in our program as of 8/25/· There were no extenuating life circumstances (i.eparent lost job, military move, medical emergency, etc.) surrounding this exception request· Registration and Supply Fees do not expire and can be used for future care· The family chose to accept the spaces in the other program after completing payment and enrollment for a space in our programThey could have chosen to stay with our program rather than accept the opening with MN· We have no control over when another program may offer a space to one of our customers or the customer's decision to accept the space in their program Our two week withdrawal notice was waived for the familyOur withdrawal policy states that a two week withdrawal notice is required in writing for all programs and tuition is due and payable for the two week notice periodCollection of $in tuition cost was waived by the ownersUpon conveying the owners' decision to the customer on 8/27/15, it was further explained that although the fees are non-refundable they do not expire and that he may use our services in the future for afterschool care, holiday care when the other program is closed or for our summer camp program(As a side note, the policy stating our fees are non-refundable is a school-wide policy and not just related to the after school program.) We are saddened that our efforts and decision to uphold our policy is viewed by the customer as a bad business practiceWe feel that we acted in good faith with this decisionThe business did perform work to process the customer's requestWe received a request from the customer to quickly enroll children in our program which we accepted and reserved the space for the childrenWe performed the work necessary to process the enrollments, reserve the spaces, and made the preparations necessary to pick the children up from elementary school on the requested start dateAlthough the children had not physically started attending the program, they were fully enrolled in our programUnfortunately, the customer asked to withdrawal his request after the request had been completed and based on the considerations above the policy was enforcedMoving forward, we will make every attempt to ensure our customers fully understand our written policy in advance to avoid further misunderstandings such as thisWe are also happy to receive any recommendations the Revdex.com may have to offer in regard to our business practices as it relates to this complaintSincerely, [redacted] Owner, Primrose School at Cibolo Canyons

Sept 8, 2015 Response To Complaint ID [redacted] RE: Primrose School at Cibolo Canyons To Whom It May Concern: We are in receipt of a complaint filed with the Revdex.com (Revdex.com) dated August 28, 2015. Below you will find our response to the complaint in addition to attachments to defend...

our position in the matter. We were pleased to have this family tour our school and choose to register their two children for our afterschool care program on 8/24/15 with care to begin on 8/31/15. Our registration and enrollment process requires a signed and completed registration form and tuition rate sheet, payment of a non-refundable registration and supply fee, a completed application for enrollment and other related forms as required by state licensing. The family complied with all necessary forms and payments to complete the enrollment process for their children. This family needed care soon because the KIN program told them they did not have availability so our staff worked quickly to process the paperwork in time for the children to begin care with us on the requested start date. We immediately processed the payment for the registration and supply fees on 8/25/15 and made staffing and bus transportation plans accordingly. Weekly tuition billing was set to begin on 8/28/15. On 8/26/15, the customer called and notified our staff that the KIN program now had space available for his children so he would no longer need our care. He was advised, as indicated on the registration form and tuition rate sheet that he signed, that registration and supply fees are non-refundable. The customer requested an exception to the policy (refund) which was reviewed by the business owners. The owners considered the following when reviewing the request for a refund of the fees: ·         Our staff complied with the request of the customer to process the enrollment of their children to ensure a space was reserved in our program so their children could begin care on the date needed. This family was fully registered 1           in our program as of 8/25/15 . ·         There were no extenuating life circumstances (i.e. parent lost job, military move, medical emergency, etc.) surrounding this exception request. ·         Registration and Supply Fees do not expire and can be used for future care. ·         The family chose to accept the spaces in the other program after completing payment and enrollment for a space in our program. They could have chosen to stay with our program rather than accept the opening with MN. ·         We have no control over when another program may offer a space to one of our customers or the customer's decision to accept the space in their program.       Our two week withdrawal notice was waived for the family. Our withdrawal policy states that a two week withdrawal notice is required in writing for all programs and tuition is due and payable for the two week notice period. Collection of $324 in tuition cost was waived by the owners. Upon conveying the owners' decision to the customer on 8/27/15, it was further explained that although the fees are non-refundable they do not expire and that he may use our services in the future for afterschool care, holiday care when the other program is closed or for our summer camp program. (As a side note, the policy stating our fees are non-refundable is a school-wide policy and not just related to the after school program.) We are saddened that our efforts and decision to uphold our policy is viewed by the customer as a bad business practice. We feel that we acted in good faith with this decision. The business did perform work to process the customer's request. We received a request from the customer to quickly enroll 2 children in our program which we accepted and reserved the space for the children. We performed the work necessary to process the enrollments, reserve the spaces, and made the preparations necessary to pick the children up from elementary school on the requested start date. Although the children had not physically started attending the program, they were fully enrolled in our program. Unfortunately, the customer asked to withdrawal his request after the request had been completed and based on the considerations above the policy was enforced. Moving forward, we will make every attempt to ensure our customers fully understand our written policy in advance to avoid further misunderstandings such as this. We are also happy to receive any recommendations the Revdex.com may have to offer in regard to our business practices as it relates to this complaint. Sincerely, [redacted] Owner, Primrose School at Cibolo Canyons