Treehouse Childcare Center

Dear [redacted] ,I am writing you in response to the letter we received from your office regarding complaint ID [redacted] The customer is stating that they paid for childcare enrollment and deposit fees and were not refunded and that they are unaware of this practiceThe customer registered their child with us 4/4/16, leaving a deposit and enrollment fee to hold a position for summer campWe reached out to the customer on 6/17/after more than two months had passed without contact from her confirming a start date for her childAt this time, days before summer camp was set to begin, she stated that she would not be coming and wanted her money back.Childcare deposits and enrollment fees are non-refundable, Unlike most businesses, we are bound by the DPW to maintain child to teacher ratios based on the age of childrenWhen positions are held other customers are turned awayAs a business we lose potential sales for that space while maintaining and paying for staff levels adequate to staff for this enrollmentSituations arise, such as this one, where we are left without communication for extended periods of time and at the last minute unable to "sell" this space while having already absorbed the overhead required for itEmployees' schedules are altered and working hours eventually lost as most familles are no longer shopping for summer camp or childcare options after school has closed for the yearThe deposit and enrollment fees are held in order to reduce the risk of this happening.Our policy is aligned with the industry standard, Enrollment fees and deposits are nonrefundableDeposits may be used to cover the fees of the last week of care in the event that the customer gives a week notice prior to withdrawing from our serviceUpon comparing our rates and policies against local competition you will find that the practice is standard and our rates are more than competitive.For example:Treehouse Childcare Center: $Registration (1x) + week deposit (Non-Refundable) [redacted] : $$Registration (Annual) + week deposit (Non-Refundable) Verified 6/29/www[redacted] .comAt this time we are unable to provide the customer with a refund based on policy and her failure to show or contact us regarding her first day of careAt Treehouse, we strive to provide quality care at affordable rates while maintaining a friendly and family-like atmosphereUnfortunately, situations such as these arise from time to time, but the enrollment and registration fees are in place across the Industry for this exact reason.Please feel free to contact me with any further questions.Best Regards,Andrea B

Dear [redacted],I am writing you in response to the letter we received from your office regarding complaint ID [redacted]. The customer is stating that they paid for childcare enrollment and deposit fees and were not refunded and that they are unaware of this practice. The customer registered their...

child with us 4/4/16, leaving a deposit and enrollment fee to hold a position for summer camp. We reached out to the customer on 6/17/2016 after more than two months had passed without contact from her confirming a start date for her child. At this time, 3 days before summer camp was set to begin, she stated that she would not be coming and wanted her money back.Childcare deposits and enrollment fees are non-refundable, Unlike most businesses, we are bound by the DPW to maintain child to teacher ratios based on the age of children. When positions are held other customers are turned away. As a business we lose potential sales for that space while maintaining and paying for staff levels adequate to staff for this enrollment. Situations arise, such as this one, where we are left without communication for extended periods of time and at the last minute unable to "sell" this space while having already absorbed the overhead required for it. Employees' schedules are altered and working hours eventually lost as most familles are no longer shopping for summer camp or childcare options after school has closed for the year. The deposit and enrollment fees are held in order to reduce the risk of this happening.Our policy is aligned with the industry standard, Enrollment fees and deposits are nonrefundable. Deposits may be used to cover the fees of the last week of care in the event that the customer gives a 2 week notice prior to withdrawing from our service. Upon comparing our rates and policies against local competition you will find that the practice is standard and our rates are more than competitive.For example:Treehouse Childcare Center: $40 Registration (1x) + 1 week deposit (Non-Refundable)[redacted]: $$50 Registration (Annual) + 1 week deposit (Non-Refundable) Verified 6/29/2016 www.[redacted].comAt this time we are unable to provide the customer with a refund based on policy and her failure to show or contact us regarding her first day of care. At Treehouse, we strive to provide quality care at affordable rates while maintaining a friendly and family-like atmosphere. Unfortunately, situations such as these arise from time to time, but the enrollment and registration fees are in place across the Industry for this exact reason.Please feel free to contact me with any further questions.Best Regards,Andrea B.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
I was not given that in writing, nor did I ever sign and agree to this policy. I have also check with other childcare they tell you upfront nonrefundable registration fee and when you pay 1st week of childcare is refundable due to already paying for your childs care and  to circumstances changing. Since it does seem to be a policy with other childcare facilities with nonrefundable registration. I offer a proposal I will gladly settle this matter with $50 refund for the 1st week of childcare.
Regards,
[redacted]