Complaints

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• Initial Complaint

  Date:09/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********** of Naperville West is a daycare where I enrolled my 2-year-old child. The first day of attendance was August *******, and the last day, when we requested termination and withdrawal, was September *******. I made three payments, totaling is $6,470.79. This amount includes a security deposit, tuition for August and tuition for September, registration fee, and other associated fees. All fees were agreed upon based on the services they were contractually obligated to provide, However, during our child's attendance, we observed clear breaches of our agreement and violations of state requirements, including but not limited to:Inconsistent diaper changes,lack of consistent caregiving, insufficient supply of water, improper handling of child feces,refusal to communicate adequately about our concerns. We only attended the school for one month, for which the tuition is $2,195. We believe this is the only amount we are obligated to pay, and we are entitled to a refund for all other fees since we are leaving due to the school's breach of our agreement, rather than a standard withdrawal. Now, the *** refuse to communicate with us, they also locked my access to my child care app, they refuse to refund the money. Therefore, I am requesting a refund of $4,275.79, which represents the difference between our total payments and the one month of tuition for services rendered. The refund request is based on the school's failure to fulfill their contractual obligations.

  Business Response

  Date: 09/20/2024

  Dear Better Business Bureau,
  
  Thank you for notifying us about Complaint. At KLA Schools of Naperville West, we are fully committed to providing exceptional care and education to all our families. We value open communication and transparency in all matters, and we would like to address the concerns raised by Ms. Weiyi Tang.
  
  Response to Complaint Details:
  We acknowledge receipt of payments from Ms. Tang, which included tuition, a security deposit, registration fees, and associated charges. We regret that Ms. Tang is dissatisfied with her experience at our school; however, we stand by the quality of services provided and believe we acted in full compliance with the terms of our agreement and state regulations.
  
  Diaper Changes & Caregiving: Our school maintains strict protocols regarding diaper changes and childcare, aligned with state requirements. After a thorough review of our records and internal practices, we found no evidence to support the claim of inconsistent care.
  
  Water and Hygiene: The safety and well-being of children are our top priorities. Our staff adheres to hygiene procedures and ensures children are hydrated throughout the day. We are confident that proper hygiene practices were consistently followed.
  
  
  Communication: Ms. And Mr. Tang contacted the school multiple times, and our leadership team addressed their concerns during those conversations. We clarified our practices, explained the contractual terms, and attempted to resolve any misunderstandings. All communication was handled professionally, and we believe our responses were prompt and clear.
  
  App Access: As part of our standard procedure, app access was terminated following the withdrawal from the school, in accordance with the policy Ms. Tang agreed to upon enrollment.
  
  Refund Request: The terms of the contract, signed at the time of enrollment, clearly state that the policies including the withdrawal policy. We have explained these policies to Ms. & Mr. Tang in our previous communications and have adhered to the contract at every step. While we understand Ms. Tang’s frustration, we must follow the contractual obligations that both parties agreed upon at the time of enrollment. As such, we are unable to offer any refund.
  
  We encourage Ms. Tang to reach out directly if she requires further clarification or documentation.
  
  We are happy to provide any additional information regarding the care and services provided during her child’s enrollment at KLA Schools of Naperville West.
  
  Thank you for your understanding, and we appreciate the opportunity to clarify our position.

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22309237
  
  I am rejecting this response because:

  First, the school committed to changing diapers every two hours, yet the records we have reviewed indicate this was not consistently followed. Diaper change logs on your app often show gaps exceeding three hours, and on one occasion, no diaper change was recorded after 11:40 AM. We believe this neglect contributed directly to our child developing a diaper rash.
  Additionally, we have concerns about water intake. On at least two occasions, we noticed that our child's water bottle remained untouched throughout the day. Upon pickup, she consumed the entire bottle when offered water, indicating inadequate hydration during school hours. Furthermore, she did not have a bowel movement for three days, and when she finally did, it was accompanied by blood stains. Despite this, the school has refused to confirm or provide details regarding the water schedule or frequency with which water was offered.
  These issues illustrate a failure by the school to provide a safe and healthy environment, which is a clear violation of its duty of care. This negligence is the primary reason for our decision to terminate the contract. Following our termination request, our access to the app—containing all signed agreements, invoices, and records of inconsistent service—was immediately blocked. Denying us access to these important contractual documents and service records not only lacks transparency but also appears to be an attempt to prevent us from reviewing our rights under the agreement.
  This termination is not a standard withdrawal; it is a direct result of the school’s negligence. We believe we are justified in requesting a full refund, as the daycare has breached its agreement by failing to provide the care and services promised. Additionally, one of our payments was designated as a security deposit but has been inappropriately applied toward future tuition (October) without our consent.

  
  
  Sincerely,
  
  Weiyi Tang

  Business Response

  Date: 10/09/2024

  Dear Weiyi Tang,
  
  Thank you for your response and for expressing your concerns. We take these matters very seriously and want to ensure that our communication remains transparent and focused on resolving any misunderstandings.
  
  First, regarding diaper changes, our staff follows a regular schedule and procedure, which includes checking and changing diapers at regular intervals. We aim to record all changes in our app, but occasional gaps in app updates may occur due to classroom activities. However, it’s important to note that these gaps do not reflect a lack of care but rather occasional administrative delays in inputting the information. Our top priority is always the children’s well-being, and the Illinois Department of Children and Family Services (DCFS) has conducted a thorough investigation into your concerns.
  
  Regarding water intake, our school policy follows best practices for hydration. We provide water to children throughout the day using pitchers and cups during snack, meal times, and various intervals. While parents are welcome to provide water bottles, it is not required nor the standard for our operations. We do understand that children's consumption can vary, and staff are attentive to offering water regularly.
  
  As for your concerns about accessing records, we have sent copies of all pertinent documents, including the parent handbook and your child’s records, earlier this week. We hope these documents clarify our procedures and policies. If there are any further records or documentation you require, please do not hesitate to reach out.
  
  Finally, regarding the financial concerns, our policy, as outlined in the parent handbook, clearly states the terms surrounding deposits and tuition payments. While we understand your frustrations, our records show that the application of the deposit was handled according to these policies. We are happy to review this further with you if needed.
  We sincerely hope this clarifies your concerns and would be more than happy to continue addressing any additional questions or feedback.
  
  Kindest Regards,
  Selvei Rajkumar

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22309237
  
  I am rejecting this response because:
  

  Diaper Changing and Care:
  Based on the school’s daily routine records, we discovered that the school did not change diapers according to the required schedule. In the first week of enrollment, we reported this issue to the teachers, but after no improvement, we confirmed with the principal, who stated that diaper changes are conducted every two hours. However, the records in the school app show that on several occasions, diapers were not changed for up to four hours, resulting in diaper rash for our child. There is clear evidence of this in the app’s daily records. 

  August 12: 9:23 AM to 1:00 PM, 3.5-hour gap
  August 14: 11:39 AM to 3:00 PM, 3.4-hour gap
  August 30: No change recorded after 11:53 AM
  September 3: 11:38 AM to 3:00 PM, 3.5-hour gap
  September 5: 11:38 AM to 3:00 PM, 3.5-hour gap
  September 10: 10:21 AM to 3:23 PM, 5-hour gap
  September 11: No change recorded after 11:40 AM

   

  
  Water and Hygiene:
  On the first day of school, the principal explicitly informed us that we needed to bring a water bottle, and that a shelf was provided in the classroom specifically for water bottles. During our observations, we noticed that no disposable cups were available in the classroom for children to use at any time. A two-year-old cannot express the need for water. If a child without a water bottle wants to drink water, how is that handled? According to state regulations and the school’s handbook, the school should provide water to students at frequent intervals and during meals. We requested the school to clearly inform us of the child’s specific drinking schedule over the last three days but was refused by school principle and executive director.

  
  Communication:
  After raising our concerns about the school’s unprofessional practices, we did not see any substantial improvements. When we expressed our desire to withdraw our child, the school did not respond in any way. We have relevant emails as evidence. After termination, both school principle and director refuse to talk to us. They refuse to speak about our concerns, and the owner Selvei Rajkumar quoted communication as "to be harassed or intimidated with threatening emails and phone calls". 

  
  App Access:
  They do not have any policy regarding the immediate termination of app access upon withdrawal.

  
  Refund Request:
  According to the school’s handbook, KLA failed to change diapers on time and did not provide accessible drinking water for our child, which leads to diper rash and dihydration. We raised these concerns multiple times but did not receive any resolution, which we believe constitutes a breach of contract. Therefore, we request to only pay the tuition for the period attended and a full refund for the remaining amount.

  
  As a large chain daycare center, KLA Naperville West’s tuition fees are higher than other daycare centers in the area. We expected the school to provide healthy, safe, and professional services. However, the reality has fallen short of our expectations. As consumers and parents, we have the right to defend our rights and the responsibility to protect the health and safety of our child.

  
  Sincerely,
  
  Weiyi Tang