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Business Profile

Child Care Centers

Bright Horizons Family Solutions, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Child Care Centers.

Complaints

This profile includes complaints for Bright Horizons Family Solutions, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Bright Horizons Family Solutions, LLC has 9 locations, listed below.

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    Customer Complaints Summary

    • 45 total complaints in the last 3 years.
    • 17 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/02/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      I worked at Bright horizons as a teacher and my two children went there! I was told that both children would be getting the 75% off discount for me working there before I even came back from maternity leave. Ive contacted the Director multiple times to figure out my tuition. She never had an answer to me every day I worked. I asked her about my tuition. It was always tomorrow tomorrow tomorrow never came, it took me to blow up about a week and a half ago for me to get answers about actually how much my tuition is! It took them to last Tuesday to tell me. They say look online and as you see below I was told something and agreed to it then to find out its untrue. I have more proof if needed.

    • Initial Complaint

      Date:06/13/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Im very upset because I didnt received my tuition reimbursement for 2025. I submitted my request several times but it keeps getting denied stating that I used up my monies for 2024. I understand that I used up my monies for 2024 but this is for the classes that I took this year 2025. With my college the terms are 6 months. So this last term which was my last term was from 11.01.24-04.30.25. I did take classes in 2024 but I took some in 2025. I dont know why you guys keep denying me my monies for 2025

      Customer Answer

      Date: 06/26/2025

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:06/12/2025

      Type:Billing Issues
      Status:
      Unanswered
      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.
      My daughter attends their daycare facility at ***********************************************************. The facility, at the direction of my ex-wife, has disabled my access code and refused entry to the facility to pick up my daughter in defiance of a court order that I collect my daughter in order to exercise my parenting time. Local and corporate staff have been intransigent, rude, and dismissive.

    • Initial Complaint

      Date:05/30/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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.
      I submitted a tuition reimbursement claim to EdAssist by Bright Horizons on January 17th. There were no issues at the time. However, on May 29th after I had already submitted all requested documentation EdAssist denied my claim. The reason given was that I had submitted the claim after the term start date according to the University's academic calendar, which was against policy. The date discrepancy is due to classes being postponed as a result of the Los Angeles fires. I have already submitted an appeal. My issue is with the fact that the issue with the academic calendar was not brought up until the end of May after I had already submitted multiple documents for this claim. At this point in time, I am not able to submit another claim for a different term. I am losing out on a benefit provided by my employer that is worth thousands of dollars.

      Customer Answer

      Date: 06/10/2025

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:05/24/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      On May 22 and 23, 2025, I had confirmed reservations made several days in advance for backup child care through Bright Horizons, a service offered by my employer (*******************). Despite these confirmed bookings, Bright Horizons canceled both appointments at the last minute and failed to provide any replacement, leaving me completely without child care on two consecutive days.This caused serious disruption and stress to my household. I was unable to make alternative arrangements due to the extremely short notice and was forced to miss critical work responsibilities. The service failed to deliver the core function it promises: reliable backup care in emergencies.Bright Horizons later acknowledged their failure in writing and waived the co-pay as a gesture of goodwill. However, the damage was done, and their response does not address the operational failure or its consequences. I do not believe this was an isolated mistake rather, it reflects a breakdown in reliability and contingency planning.I am filing this complaint to formally document this experience and to urge Bright Horizons to implement real solutions that prevent similar failures for other families. I plan to report this to my employer and relevant regulatory agencies. At a minimum, I expect accountability and a public response addressing how such situations will be prevented going forward.

      Customer Answer

      Date: 06/03/2025

      The business did eventually respond, stating that they consider the matter closed after issuing a refund of the copay. However, their response did not address the substance of my complaint, which focused on the complete failure of a confirmed backup care service, the last-minute cancellations, and the lack of accountability or systemic correction for the disruption caused.
      My request was not for compensation, but for the company to acknowledge and address the operational failure and to take responsibility beyond a refunded copay. Their response ignored that entirely and instead attempted to unilaterally declare the case resolved.
      I do not consider the issue resolved.

    • Initial Complaint

      Date:05/01/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      EdAssist is a super frustrating platform for those seeking tuition reimbursement. After repeatedly uploading documents, you get pushback from certain documentation or told things need an enhanced review. The

      Customer Answer

      Date: 05/11/2025

      I have not heard from the business in response to my complaint.

      Business Response

      Date: 05/19/2025

       Bright Horizons is a national provider of Early Education and Care, and Education Administration and ****************** for employers and individuals. In May, we received ****** ***** complaint to the Better Business Bureau, regarding uploading documents on the Bright Horizons platform. We appreciate the individuals outreach. We are pleased to inform you that we have been in contact with ****** ***** on 3/28 and 4/1 to confirm the request regarding uploading documentation for her reimbursement. We have reviewed her account and found that the The ****************************** Policy has been applied as required by our client, and ****** ***** employer. This matter may now be closed.

    • Initial Complaint

      Date:03/19/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      my employer provides 10 days for back up care through Bright horizions, I have emailed and called with no answers why my case was send to the fraud department instead of getting my ******** case number is CAS-********.i have been waiting for answers since Feb ******.I feel like I am being discriminated against .

    • Initial Complaint

      Date:11/25/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      We first inquired about the daycare before our son was born, through the call center and they only told us about full and part time rates; 5 days and 3 days. We were already registered when we did our first tour, again we were only told about full time or part time, 5 days or 3. We were never told about a 2 day option, we never received any paperwork with tuition rates when we toured. When we toured we mentioned our financial hardship, still no one told us there was a three day option and 2 day. We were only ever told about 3 days. Even though we only needed 2 days we signed up for the 3 day option because thats all we were told about, we chose Monday Tuesday and Friday. It is not unreasonable to expect if you only need 4 days you would have to purchase the 5 day, so we thought our situation was the same. We only needed 2 days but we thought they only offered 3. Our son has never been one single Friday since hes been going there. Around June we sent an email, again explaining our financial hardship and asking if we could switch days around. They said no, but they could drop the Friday, without telling us if we dropped the Friday it would actually be cheaper. We have our attendance sheet showing hes never been in on one single Friday. We also have an email with management stating they cannot speak if we were ever told about the 2 day option because we never were.. they also do not have any documents to prove the contrary. A few weeks ago they sent a sheet home that showed there is a 2 day option for much cheaper, and when we brought this to their attention they said theres nothing they could do. At best this was a mistake, at worst its fraud and unjust enrichment. We are seeking to be refunded toward future credits for the difference between 3 day and 2 day rate since hes been enrolled. We are going to take this to small claims if this cannot be settled, we have tried with no avail, this is our last attempt. 427$ per month x 6 months = ***** difference

      Customer Answer

      Date: 12/06/2024

      I have not heard from the business in response to my complaint.

    • Initial Complaint

      Date:11/21/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Bright Horizons EdAssist has refused to compensate me for education expenses based on the submission date even though I have provided evidence substantiating my reimbursement claim with valid dates. I enrolled in a self-paced course and began work before the official term started, but the term began within a valid time frame. They are using this to deny my claim though the official transcript from the school details valid and compliant dates.

      Business Response

      Date: 12/13/2024

      Bright Horizons is a national provider of Early Education and Care, and Education ****************************************** for employers and individuals. In December, we received **** ******
      complaint to the Better Business Bureau, seeking a Refund from Bright Horizons. We appreciate the individuals outreach. We are pleased to inform you that we have been in contact with **** ******. We have reviewed this account and found that the Citis policy has been applied as required by our client, and **** ****** employer. This matter may now be closed.

      Customer Answer

      Date: 12/16/2024

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      The business requested evidence from the school on school letterhead signed my a school administrator demonstrating the dates claimed in the request for reimbursement. Requested evidence was provided and summarily ignored. I continue to open tickets with the business, but they refuse to acknowledge my claim and the evidence that I have provided noting valid submission for reimbursement. Further, they requested documentation that I provided and then refused to accept my claim based on the documentation they requested for approval.

      In combination with the official transcript I sent prior to this. The evidence should be sufficient to approve what has always been a legitimate educational expense in line with my benefit that should be honored as an employee at *****

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      ****

       

       

    • Initial Complaint

      Date:11/06/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      I am extremely frustrated and upset regarding the denial of my claim. My class ended on 10/26, but my grades were not available until 10/29, which was completely out of my control. I find it completely unfair and unjustified that my claim was denied, especially when you can clearly see from my previous claims that they were canceled for the same reasonmy grades werent ready in time.This delay was not caused by me, yet Im being penalized for something I had no control over. It's beyond frustrating to be treated this way, especially when the circumstances were exactly the same as before and my previous claims were handled accordingly.If this situation is not resolved promptly, I will be taking it to ************************** and filing a formal complaint. This is not something I am willing to let go without a fight, and I will take every necessary step to ensure my concerns are addressed.I expect this issue to be reviewed and corrected immediately. The way this has been handled is completely unreasonable, and I am deeply dissatisfied with your response.Please let me know how you plan to resolve this matter.

      Customer Answer

      Date: 11/17/2024

      I have not heard from the business in response to my complaint.dissatisfaction with the handling of my claim, which was recently denied despite prior approval. My supervisor had already reviewed and approved the claim, and I promptly submitted all required documentation as instructed. However, I was informed that my claim was denied because it allegedly required re-approval from my supervisor.
      This situation is deeply frustrating, as the claim was initially authorized, and no additional information or changes were requested at that time. It seems unreasonable and unfair to require the same approval again after all necessary steps were already followed, and the claim was previously approved in good faith.
      Given the circumstances, I respectfully request a thorough review of the denial, along with an explanation as to why this re-approval was required after initial approval. If there are any additional documents or steps needed to resolve this matter, I would appreciate clear guidance on how to move forward promptly.
      I trust that you will look into this matter carefully and take appropriate action to address this issue. I look forward to receiving a swift and satisfactory resolution.

    Bright Horizons Family Solutions, LLC is NOT a BBB Accredited Business.

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