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Hilltop Early Childhood Enrichment Center, LLC.

Phone: (513) 360-0123 230 Seminary Drive, Monroe, OH 45050

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Description

This business offers child care services.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Hilltop Early Childhood Enrichment Center, LLC. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for Hilltop Early Childhood Enrichment Center, LLC. include:

  • Length of time business has been operating

Factors that raised the rating for Hilltop Early Childhood Enrichment Center, LLC. include:

  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Hilltop Early Childhood Enrichment Center, LLC.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

top
BBB file opened: October 24, 2013 Business started: 06/01/2013 in OH Business incorporated: 01/23/2013 in OH
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Ohio Department of Jobs & Family Services
30 E Broad Street, 32nd Floor, Columbus OH 43215
http://jfs.ohio.gov/cdc/childcare.stm
Phone Number: (877) 302-2347

Type of Entity

Limited Liability Company (LLC)

Business Management
Ms. Vicki Amburgy, Owner
Contact Information
Principal: Ms. Vicki Amburgy, Owner
Related Businesses
Imaginations At Work Childcare, LLC.
Business Category

Child Care Centers

Hours of Operation
S: Closed
Su: Closed
Industry Tips
Day Care Facilities

Additional Locations

  • 230 Seminary Drive

    Monroe, OH 45050 (513) 360-0123

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Types of Complaints Handled by BBB

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  • Billing or Collection
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Complaint Detail(s)

7/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 27, 2014 I went to Hilltop to speak with the owner about enrolling my son (22 months old) there. I was there for over an hour filling out paperwork. The owner was discussing her vacation with her employees and explaining to them how to go to the bank during her absence. My son began daycare there on Monday June 30, 2014. He was there from 9:15am until 5pm. I took my son back to the daycare Wednesday July 2nd and he was there from approximately 8:30 am until 3:30pm. During this time I attempted to call the daycare 5 times to check on my child but there was no answer. I left 2 voicemails requesting that someone call me back. I never received a call from anyone at the center. I was upset when there was no answer but there was nothing I could do at the time because I had just started a new job that week and was unable to leave. When my husband picked our son up early, he had a cut on his face. My husband informed me that he was told that our son got into a fight with another child. Later that night our son suddenly came down with a fever of 102.6. We gave him medicine but it stayed around the same temp all night. The next morning he broke out with blisters everywhere. Come to find out; he had caught the hands, foot, and mouth disease from the daycare. My baby was unable to walk for 3 days because it hurt him so badly, we didn't get any sleep for 2 days because of the pain, and there was nothing I could do for him except wait it out. It is heart wrenching to hear your baby cry out in pain in the middle of the night. His Fourth of July holiday was spent in the house rubbing his feet and trying to explain to him what the noises outside was since there were fireworks that night. Since the center was closed for 4th of July we were unable to inform them until Monday July 7th. I had called and left a voicemail the night before requesting again that someone call me back. I never received a call. My husband called that morning and spoke to an employee there. The employee told my husband that they knew it was going around the center and that they put out a newsletter the week before, which was the week my son started there. The owner obviously did not inform me of this which in turn stole my right as a mother to make an informed decision about my son's wellbeing. When speaking to the owner about the situation she did not take any responsibility for it and instead blamed me for my son catching this disease because I didn't see the newsletter that she supposedly gave out. She stated "It was not in your son's classroom. I did everything I was supposed to do. We had it under control so that's why I didn't tell you." She told me that it is not fair that I think she should refund my money although I was not informed of crucial information, my son caught this on the first day he was there, and he only spent 2 days there. She obviously didn’t have anything under control and was careless in her decision making. She has denied to refund the $121 I paid for my son to go there. I wasn't even asking for the doctor bills to be paid. However, the more I think about it; I feel that she should have to pay those also and money for my son's pain. He currently has all of the skin on his hands and feet coming off which is making it uncomfortable for him now because the skin underneath is raw new skin. Please help me at least get my money back and doctor bills paid.

Desired Settlement: I want a refund ($121), pay for the doctor bills($250), $100 for each day my son couldn't walk due to the pain, and begin giving parents the option to make an informed decision about their child's care. In total I am asking for $671.

Business Response:

To Whom This May Concern:

I am responding to the complaint that was reported about Hilltop Early Childhood Enrichment Center.  I toured *** ******* on June 26th.  She decided on this day that she would be enrolling her son at Hilltop.  She filled the required paper work out the same day.  *** ********* son started on Monday June 30th.  He attended 9:10a to 4:45pm on that Monday and again returned on Wednesday July 2nd from 8:15a-4:00pm.

Licensed childcare staff are required to attend a communicable disease class per licensing.  We all have taking this course and most of my staff have been in childcare over 5 years.  The well being, health, and safety of the children enrolled in our programs are our  number one priority.  When *** ******* enrolled we did not have hand, foot & mouth in the room her son would be enrolled in. It is not protocol when we tour a new family to disclose a childhood illness to prospective parents when the issue is not in the room the child is enrolling in.  If this childhood disease would have been in this particular room,  this information would have been discussed with *** *******.  

We did not originally have hand, foot & mouth in the center.  Unfortunately,  it was brought in by one of our clients child.  When this parent reported to the center about the hand, foot & mouth,  we began to follow proper protocol for this  particular classroom from a disinfecting standpoint and reporting the exposure to the parents of this room.  We have policies regarding communicable disease and illnesses in our Parent Handbook pg. 24 and we reference the communicable disease chart that we have hanging in our hallway  that list symptoms, communicable period, how children are exposed etc. 

On July 2nd,  I was told by staff that another child in the center had got hand, foot and mouth another classroom.  We do have siblings in our facility.  At that point, I put out a parent newsletter that talked about this disease, what precautions we were doing on our end to control, what symptoms looked like and how parents could control it on their end.  In group care- it is typical that children can be exposed to different virus.  We are not 100% germ free - but we do a amazing job of keeping virus out of our building by properly disinfecting throughout the day and practicing good universal  hand washing with staff and children all day long.  Not only did I put this information in the centers monthly parent newsletter, so did my lead teacher of the room that *** ********* son.  We also post a communicable disease exposure list for each room outside of the classroom.  *** ******* failed to take this information home to read and did not take the time to read the classroom postings.  How we communicate to parents, where this information is left for parents was discussed in detail with *** ******* at the time she toured with me on June 26th. 

We do not have hand foot & mouth in the center now.  We only had a few students come down with it.  Unfortunately, *** ******** son was one of them.  We feet terrible and are not minimizing this by no means.  It is a very uncomfortable virus.  This virus in one of those that just has to run its course.  No meds are required.

It states in our Parent Handbook which *** ******* received and signed off that she read - on Page 7 that we do not prorate or refund due to absences or illness.  And  *** ******** son attended for those days she paid for.  Therefore, I do not believe she in titled to a refund.  If that was the case, I would have to refund all parents for sick children.  This business is not set up from a financial standpoint to be able to offer that kind of benefit.  *** ******* was very rude to me on the phone.  I was trying to explain my position, and how I informed parents f this issue with 3 different communication methods and she wanted no part of it.  *** ******* on the phone all so indicated how she was going to slander my business and myself all over social media.  She also indicated she was going to be contacting you, and licensing.  I did tell her on the phone -  I felt she was being unfair with her comments and she hung up on me.

I have been doing childcare for over 20 years.  I have a passion for the children and for this field.  I have been a business owner for 11 of those 20 years.  I have never encountered a situation like this.  I also contacted my licensing specialist and made her award of this situation.  We broke no rules, we followed proper protocol.  This was an unfortunate situation for this mom and her child - her first childcare experience.  I am sadden about how this has ended for this family.  We never want to have a parent leave our center in this matter.  I have not seen hand, foot & mount in years.  I was told by one of my clients at Hilltop that this virus going around for whatever reason.  You can pick this virus up anywhere.

If you have any questions, I can be reached at ********.

Respectfully,

Vicki Amburgy

Owner Hilltop ECE Center

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

****** *******