Springboard Education in America, LLC

Good afternoon,I apologize for the inconvenienceWe have recently changed ownership of this account and if you have any outstanding questions from your e-mail, please feel free to contact our customer care department

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. First, I would like to say that the caregivers at Springboard did a good job. Second, even though Springboard provided an explanation for the $charge and I accept the clarification, Springboard failed to address the issue of why they did not stop the automatic billing of my account. I have a screenshot of a pending payment for the following week. I had to go through both billing and customer service along with the school contacting the director to get the payments stopped. Companies are all to eager to set up auto billing because they are afraid they will not get paid. However, when that company cancels the service, it is their responsibility to notify the customer the auto billing will stop, when it will stop, and make sure the auto billing stops. Springboard had two weeks to address this issue and failed. That is irresponsible. If Springboard communicated and acted properly by providing proper notification to its cancelled customers this issue would not have happened. Also, by Springboard ignoring the fact in its response that they failed to stop the auto billing indicates more irresponsibility as they refuse to admit the true nature of the problem. Lastly, they also failed to address the issue of walking out on the parents and school without fulfilling their obligation for the rest of the school year. springboard may have good care givers but Springboard has terrible management
Regards,
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I have personally contacted Ms. [redacted] and we have discussed the issues at hand. This particular site, located in [redacted] is a site that was abandoned by another after school company (that has since left the before and after school business). Springboard hires licensed teachers to operate programs...

but in this instance, in an effort to provide current employees to retain their jobs, we decided to forgo this requirement while we evaluate their performance. Ms. [redacted]'s complaint regarding "appropriate staffing" that is consistent with what we have advertised will be addressed for the 2015-16 school year based upon this evaluation and based upon what we state we will do in our programs. As indicated to Ms. [redacted], we anticipate that we will employ licensed teachers in the program next school year.In our conversation,  Ms. [redacted] also suggested that we are "not appropriately staffed in as much as we do not have adequate numbers of staff," I have reviewed the rosters and staff attendance. Illinois licensing standards call for a 1:20 staff to child ratio. Springboard does not exceed 1:15 and we have averaged three (3) staff to 32 children on site since the beginning of the school year. Our ratios far exceed the state requirements. However, our Operations Director had been out at the program the previous week (from [redacted]) before the complaint was lodged and made several recommendations regarding the quality of the program (to include training and staffing recommendations) that will be followed through on for the 2015-16 school year. Ms. [redacted] was made aware of this and appeared to understand the wisdom of waiting until the end of the school year (in June) before making these changes.Finally, it is Springboard policy to honor all refunds up until 11:59 EST the night before programming. This policy is in place to ensure that we have adequate staffing each and every day (for the number of children that will attend). Ms. [redacted] was aware of the policy but had been unable to adhere to it and had demanded a refund. As Ms. [redacted] had been given several refunds prior our customer support staff was unwilling to provide her with another one. However, after speaking with Ms. [redacted] it is clear to me that the policy favors east coast families and should be further evaluated and if possible changed to accommodate those families that reside outside of the east coast. Springboard will evaluate this policy over the summer months and if feasible will make adjustments to our online registration system. It is not our policy to bill parents for the days that they do not use as long as we can have adequate notice and we want to provide a consistent message regardless of geographic location (i.e. if the time is 11:59 the night before programming then we will try to adhere to a nationwide policy of 11:59 regardless of time zone).I have contacted Ms. [redacted] personally and have credited her for the day in question as well as for two weeks worth of programming in an effort to compensate her for her time and energy. I have provided her with my personal cell phone number in the event she is unable to adequately communicate with our filed staff. Additionally, I have spoken with our Operations Director regarding this issue and he has made our Area Director aware. I have also provided Ms. [redacted] with our nationwide toll free phone number. We value Ms. [redacted]'s continued patronage and hope that the steps we have taken are to her satisfaction.