Stay & Play

This is a response to the recent complaint by [redacted] concerning my company, Stay & Play ChildcareAs a provider of quality childcare, Stay & Play frequently has a waiting list for our various programs Our After School program is very popular and typically has a waiting list to get in Each year at the end of the school year, the families that are planning to return for the coming school year are asked to purchase the first week of school as a deposit to hold their spot in the After School program The letter for the 2015-school year went out on June 1st It offered families that were not planning to return the option to NOT pay for the first week of school However, if you pay for the first week of school, the deposit was to be applied to the week of September 8th That was clearly stated in the letter It did not say that the money could be applied at any point in the future It clearly stated that the first week of school was being purchased to hold the child's spot in the program Parents were not asked to sign this policy, as consent to the terms of the letter were displayed by the action of purchasing the week of September 8th The customer complaint stems from someone who willingly paid that fee on June 12th, and said nothing of the transaction until September 9th On the 9th, I called this customer to find out when we could expect his child to return to our program so that I could let the school have an accurate count of the children coming to my center Only after missing two days of the first week of school was I informed that this family would not be returning The customer then went on to say it wasn't a big deal and that I could just credit his money to a week of his choice However, I submit to you that it WAS a big deal I turned away paying customers to hold the spot for this customer By the time he informed me that his child would not be returning, those other families have already made arrangements for after school care and it may be months before I fill that spot If this customer had contacted me at any point prior to the week he had already purchased to say that his child would not be returning, I would have applied the credit to his account and filled the spot with someone else on the waiting list However, due to lack of notification, his deposit will not be refunded and I have an opening for the foreseeable future until someone else moves from their current after school program to mine I will continue to lose money each week until that spot is filled because I was told that the spot would be occupied by this familyI returned a call to the customer on the morning of Thursday, September 10th He was very unprofessional during this exchange, threatening me with harm to my company's reputation if I didn't relent and give him the refund/credit Shortly after this phone call, I received negative feedback on the company Facebook page and this complaint was filed with the Revdex.com I chose not to remove the negative comment from the Facebook page, although I am able to do so I feel that he be fairly represented with his complaint and I will let other customers read his words and make their own decision about doing business with meItem of note: This customer was also signed up for automatic bank draft to cover the cost of the childcare Had I not contacted this customer on the 9th (a Wednesday), his account would have been charged again as part of the recurring payment draft Knowing that this charge, which had been set to resume since it was suspended for the summer in June, was going to process was one of the reasons I contacted him I prevented the charge from processing on the next cycle, but I have a signed document on file that says the charge is allowed to process in perpetuity until I am notified in writing by the customer I never received this, or any other, documentation from the customer indicating that he would not return or that payment should be stoppedI hope this gives a better picture of the other side of this complaint Thank you for your time [redacted] ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
The response does not include any offer to resolve the situation, but is merely a justification for the actions [redacted].  I have been a patron in good standing with the Stay & Play for six years and it is unfortunate that the relationship has come to this end. We as consumers have many options open to us and with the expanse of social media consumers have the ability to relate business experiences to others.  Having been in business for over 40 years I know an appreciate the advantage of happy patrons and the positive effect they have on a business.  Conversely negative experiences can exponentially effect a business.  This is not posed as a threat, just a solid business axiom.  It appears that we are not going to reach an acceptable resolution based on the response of [redacted].

This is a response to the recent complaint by [redacted] concerning my company, Stay & Play Childcare. As a provider of quality childcare, Stay & Play frequently has a waiting list for our various programs.  Our After School program is very popular and typically has a...

waiting list to get in.  Each year at the end of the school year, the families that are planning to return for the coming school year are asked to purchase the first week of school as a deposit to hold their spot in the After School program.  The letter for the 2015-2016 school year went out on June 1st.  It offered families that were not planning to return the option to NOT pay for the first week of school.   However, if you pay for the first week of school, the deposit was to be applied to the week of September 8th.  That was clearly stated in the letter.  It did not say that the money could be applied at any point in the future.  It clearly stated that the first week of  school was being purchased to hold the child's spot in the program.  Parents were not asked to sign this policy, as consent to the terms of the letter were displayed by the action of purchasing the week of September 8th.  The customer complaint stems from someone who willingly paid that fee on June 12th, 2015 and said nothing of the transaction until September 9th.  On the 9th, I called this customer to find out when we could expect his child to return to our program so that I could let the school have an accurate count of the children coming to my center.  Only after missing two days of the first week of school was I informed that this family would not be returning.  The customer then went on to say it wasn't a big deal and that I could just credit his money to a week of his choice.  However, I submit to you that it WAS a big deal.  I turned away paying customers to hold the spot for this customer.  By the time he informed me that his child would not be returning, those other families have already made arrangements for after school care and it may be months before I fill that spot.  If this customer had contacted me at any point prior to the week he had already purchased to say that his child would not be returning, I would have applied the credit to his account and filled the spot with someone else on the waiting list.  However, due to lack of notification, his deposit will not be refunded and I have an opening for the foreseeable future until someone else moves from their current after school program to mine.  I will continue to lose money each week until that spot is filled because I was told that the spot would be occupied by this family. I returned a call to the customer on the morning of Thursday, September 10th.  He was very unprofessional during this exchange, threatening me with harm to my company's reputation if I didn't relent and give him the refund/credit.  Shortly after this phone call, I received negative feedback on the company Facebook page and this complaint was filed with the Revdex.com.  I chose not to remove the negative comment from the Facebook page, although I am able to do so.  I feel that he be fairly represented with his complaint and I will let other customers read his words and make their own decision about doing business with me. Item of note: This customer was also signed up for automatic bank draft to cover the cost of the childcare.  Had I not contacted this customer on the 9th (a Wednesday), his account would have been charged again as part of the recurring payment draft.  Knowing that this charge, which had been set to resume since it was suspended for the summer in June, was going to process was one of the reasons I contacted him.  I prevented the charge from processing on the next cycle, but I have a signed document on file that says the charge is allowed to process in perpetuity until I am notified in writing by the customer.  I never received this, or any other, documentation from the customer indicating that he would not return or that payment should be stopped. I hope this gives a better picture of the other side of this complaint.  Thank you for your time. 
[redacted]

This is a response to the recent complaint by [redacted] concerning my company, Stay & Play Childcare. As a provider of quality childcare, Stay & Play frequently has a...

waiting list for our various programs.  Our After School program is very popular and typically has a waiting list to get in.  Each year at the end of the school year, the families that are planning to return for the coming school year are asked to purchase the first week of school as a deposit to hold their spot in the After School program.  The letter for the 2015-2016 school year went out on June 1st.  It offered families that were not planning to return the option to NOT pay for the first week of school.   However, if you pay for the first week of school, the deposit was to be applied to the week of September 8th.  That was clearly stated in the letter.  It did not say that the money could be applied at any point in the future.  It clearly stated that the first week of  school was being purchased to hold the child's spot in the program.  Parents were not asked to sign this policy, as consent to the terms of the letter were displayed by the action of purchasing the week of September 8th. 
 
The customer complaint stems from someone who willingly paid that fee on June 12th, 2015 and said nothing of the transaction until September 9th.  On the 9th, I called this customer to find out when we could expect his child to return to our program so that I could let the school have an accurate count of the children coming to my center.  Only after missing two days of the first week of school was I informed that this family would not be returning.  The customer then went on to say it wasn't a big deal and that I could just credit his money to a week of his choice.  However, I submit to you that it WAS a big deal.  I turned away paying customers to hold the spot for this customer.  By the time he informed me that his child would not be returning, those other families have already made arrangements for after school care and it may be months before I fill that spot.  If this customer had contacted me at any point prior to the week he had already purchased to say that his child would not be returning, I would have applied the credit to his account and filled the spot with someone else on the waiting list.  However, due to lack of notification, his deposit will not be refunded and I have an opening for the foreseeable future until someone else moves from their current after school program to mine.  I will continue to lose money each week until that spot is filled because I was told that the spot would be occupied by this family.
 
I returned a call to the customer on the morning of Thursday, September 10th.  He was very unprofessional during this exchange, threatening me with harm to my company's reputation if I didn't relent and give him the refund/credit.  Shortly after this phone call, I received negative feedback on the company Facebook page and this complaint was filed with the Revdex.com.  I chose not to remove the negative comment from the Facebook page, although I am able to do so.  I feel that he be fairly represented with his complaint and I will let other customers read his words and make their own decision about doing business with me.
 
Item of note: This customer was also signed up for automatic bank draft to cover the cost of the childcare.  Had I not contacted this customer on the 9th (a Wednesday), his account would have been charged again as part of the recurring payment draft.  Knowing that this charge, which had been set to resume since it was suspended for the summer in June, was going to process was one of the reasons I contacted him.  I prevented the charge from processing on the next cycle, but I have a signed document on file that says the charge is allowed to process in perpetuity until I am notified in writing by the customer.  I never received this, or any other, documentation from the customer indicating that he would not return or that payment should be stopped.
 
I hope this gives a better picture of the other side of this complaint.  Thank you for your time.
 
[redacted]

Review: I have been using the Stay & Play Childcare for six years. I did not use the service this summer because I was home and did not need child care. I was required to pay for my first week starting Sept.8 in advance this was paid in June and a requirement to hold a spot. During the course of the summer my situation changed and fortunately I would be staying home with my son. I called [redacted] the owner not to request a refund I inquired about using my deposit going forward in the future I was informed that my deposit could not be used this way and would not be refunded. When I asked to see a policy concerning this I was sent a letter which I had never seen before and this letter said nothing about deposits not being refunded if the service was not used. I understand from the owner that is a common policy and effected other clients. I believe it is unlawful to hold back a deposit for services that were not rendered particularly in the absence for a signed agreement. It is truly unfortunate that after six years of loyalty to this facility our relationship would end like this.I would like my deposit refunded at this time. I will not ever use this facility going forward.Desired Settlement: Produce a policy letter which states that deposits are not to be refunded.Refund my $75.00 deposit.I cannot speak for others however this policy should be stopped immediately or each consenting parent should be asked to sign a consent document acknowledging all policies.

Business

Response:

This is a response to the recent complaint by [redacted] concerning my company, Stay & Play Childcare. As a provider of quality childcare, Stay & Play frequently has a waiting list for our various programs. Our After School program is very popular and typically has a waiting list to get in. Each year at the end of the school year, the families that are planning to return for the coming school year are asked to purchase the first week of school as a deposit to hold their spot in the After School program. The letter for the 2015-2016 school year went out on June 1st. It offered families that were not planning to return the option to NOT pay for the first week of school. However, if you pay for the first week of school, the deposit was to be applied to the week of September 8th. That was clearly stated in the letter. It did not say that the money could be applied at any point in the future. It clearly stated that the first week of school was being purchased to hold the child's spot in the program. Parents were not asked to sign this policy, as consent to the terms of the letter were displayed by the action of purchasing the week of September 8th.