ComplaintsforCouncil Oaks Learning Campus, LLC

• Initial Complaint

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  my daughter was enrolled at the daycare for the XXXX-XXXX school year. i enrolled her in the summer program, circling the program and days on the enrollment form. i paid $200 fee for enrollment and supplies. when i wS charged in June, it was $300 more than the program i enrolled her in... when i contacted the owner said my daughter wasn't eligible for the other program bc she had just finished PreK, not K...even tho that wasn't specified on the form. they didn't notify me prior to charging for the more expensive program. when i told them i couldn't afford it, they dropped her from enrollment and i was without care, so i couldn't work, plus they kept the $200 enrollment fee, and they only refunded part of the tuition they charged. she went to this program for one day, maybe two, and it cost over $700. then i had to send my daughter to my sisters so she could watch her so i could work bc i was without childcare. the owner, Susan refused to discuss the charges, hung up on me and my father who were only trying to discuss things rationally, and then she changed my enrollment sheet trying to say i'd enrolled her in the other program. out of the $996 they charged, they refunded $350. when my dad said he'd like to come pick up the "supplies" bought with the $200, she got mad and refused to talk to either of us again. i would like the remaining $646 to be refunded as they changed her enrollment without notification, charged me almost double what i was expecting, and left me without childcare the week i was to start back to work.

  Business response

  04/05/2022

  Business Response /* (1000, 5, 2022/03/24) */ Thank you for the opportunity to respond to this complaint. Our summer program contracts clearly define the age/grade for each program enrollment and clearly states that supply/enrichment fees are not refundable. Postings on the enrollment table in the front lobby also denote the information. Our financial agreement clearly states that we require two weeks paid written notice to withdraw from the program. The customer received the two week refund per contract. The customer chose to withdraw completely from the program. She did have an opportunity to move to a part-time status. Communication with the customer, several calls, was not successful and became threatening in nature. Customer was asked to not contact the center. Customer called OKDHS and filed a false complaint. Customer continued to harass via telephone and email, to which we made no response. Consumer Response /* (3000, 7, 2022/03/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) the enrollment form i had regarding their programs did not indicate the need to have FINISHED Kindergarten. they had the enrollment form for almost 3 months prior to the start of the program and no one indicated to me that i had enrolled her in an ineligible program or that i would be charged twice as much. the phone calls made to CLC by me and my father were never threatening in nature. my father is a 26 year army vet who graduated from West Point and continues a very successful career in the private sector. when Susan became obstinate and argumentative at my inquiries, my father tried calling and speaking to her and she chose to hang up the phone on him after she repeated rose her voice. neither me or my father ever raised our voices, we just wanted to discuss the situation and find a solution. I did file a complaint with DHS, but nothing in my complaint was falsified. by failing to communicate to me the change in enrollment, she put me in a position i could not afford to keep her in he program at CLC. She kept our enrollment and supply fee, and **** was immediately removed from the program bc there was another child on the wait list. so she not only gleaned $200 from us, but also from the child who took our place. if I had been notified of the enrollment charge there would have been no issue as i would have had time to find other appropriate and affordable care. Susan was terse, rude, and refused to even discuss the situation fully. Keeping over $600 for a change they made without notification resulting in my child being in a program i couldn't afford this leaving me without care or the ability to work without any communication is not acceptable. I will gladly contact my father for his statement on the situation. susan has been lying to us, and those i've contacted about this situation since i became aware that my daughter was enrolled in a program other than that which i indicated on the enrollment form. she also falsified a document trying to say i had mistakenly enrolled her in the more expensive program. as far as information being available IN the lobby, it was the thick of COVID and parents dropped off and picked up children outside the front door. the fact is they changed the program i thought i'd enrolled my daughter in without notifying me. i didn't have the opportunity to find other care, much less the opportunity to give them two weeks notice that i needed to withdraw my daughter from the program. my daughter was also not enrolled for full time. she was enrolled for 4 days a week, and the difference in programs was $300 a month. i very specifically noted the program and the days desired on the form that I actually filled out. comparing the circle and the x on the form susan falsified shows it's not my handwriting...hers is shaky and incomplete. i happen to have been an art major for several years, and those are not characteristics of strokes made by my hand. *if i had been notified of the enrollment CHANGE Business Response /* (4000, 11, 2022/03/30) */ The summer program paperwork/contract clearly denotes the program requirements for summer session and summer camp. The contract has a tuition & fee schedule that clearly denotes pricing and our policy that deposits and supply fees are not refundable. The signage for the summer program contained detailed enrollment information regarding summer camp and summer session. Tables with signage were out front of the building and/or just inside the lobby door for parents. The customer received an email from COLC on March 26, 2021, at 10:16 AM stating that our summer session was almost full which detailed the requirements for the program. She replied to the email at 1:13 pm wanting a spot. She picked up the contract that night. On March 29, 2021, she paid the $200 supply fee in person in the lobby in cash. The customer receipt she received clearly denotes enrollment in summer session. The customer statement reflects enrollment in summer session. It is unfortunate that she did not understand the contract, receipts, signage, verbal communication and/or emails. At no point was myself or any of my staff members unprofessional with the customer or her father. No document was falsified. She declined to work with me when she was offered part-time options of 3 or 2 days. She was enrolled in 4 days. She declined to pursue a payment option to assist her in remaining in the program at full-time or at the 4 days. She received a two week refund and I waived the two week notification requirement. This matter is approaching a year of age, the harassment and false allegations need to stop.

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