Complaints

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.

• Initial Complaint

  Date:09/06/2022

  Type:Service or Repair 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.

  My son was expelled with 3 days of a behavior improvement plant. He showed progress on the first two days and was expelled on the third day in direct conflict with the daycares policy. They never contacted us to pick up our child or notified us of any issues like we asked them to until they decided to expel him. This daycare did not notify, follow their policy, and actively accrued even minor behavioral infractions until they had enough to justify expulsion. They began documenting general disruptive behavior instead of just physical altercations. There were issues in their facility for months and we were only barely notified two weeks prior to expulsion. Again, my son was put on a behavioral improvement plan and was expelled at his first infraction on day 3. They purposefully waited to accrue 4 documented incidents in 90 minutes when we had previously communicated to notify us at the first incident. Three of the reasons that day that were documented were general defiance to make sure they could have "sufficient" reason to call his expulsion "extenuating circumstances". There was only one physical altercation. I attempted to mitigate this and offer part-time care, or long sit-ins to observe behavior as the daycare had never once called us for behavior issues until the day he was expelled. They never tried to meet with us in person or have a meeting. We did attempt to contact and work with the daycare as they had cared for both of our children for years.
  
  Due to no notice provided we are out additional costs making new short term childcare arrangements. I expect a months childcare refunded for the lack of communication and situation we are now being left in.

  Business Response

  Date: 09/07/2022

  Our facility has policies in place that reflect the state licensing regulations that we have to follow. Due to confidentiality, we cannot go into details about this incident. We wish the family all the best and hope they are able to find a facility to meet their needs. 

  Customer Answer

  Date: 09/07/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  The childcare facility did not comply with their own policy and accelerated their documentation of events to appear to be in compliance with it. They did not adhere to the timeline or recourse options that are part of their agreement. The childcare facility needs to provide documentation of their policy for expelling a child and all documented events signed by the parents as this will showcase non-compliance. I give my permission for any documents pertaining to my child to be disclosed. 
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 09/09/2022

  We understand the parent is frustrated, but we must follow
  licensing guidelines. We do have plans in place to help with certain issues but
  none of them are guaranteed and that is specifically stated in the Parent
  Handbook that is signed by all families (as well as the fact that we have the
  right to refuse service to any family at any time). I am not allowed to discuss
  a child per licensing regulation, regardless of whether a parent is comfortable
  talking about their child on a public platform. We have refunded them for a
  week, but we will not refund them for the weeks the was enrolled and attended
  the center. The licensing rules and regulations for childcare centers are
  available online for the parent to review, but because this is a specific issue,
  I will not post the section of licensing that it applies to because again that
  information is confidential regarding this family. We wish the child and family
  all the best and hope they can find care that fits their needs. We will not be
  responding to any further complaints from this family as we have already
  discussed it with her on the phone, provided them resources, and explained on this platform. 
  

  Thank you for your time,

  **** ****

  Owner 

  Safe N Sound Playground 

  Customer Answer

  Date: 09/09/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  

  This childcare facility violated their own policy and and for remediation. They have no care for thr wellbeing of children and no regard that the uprooting of a 3 year old from the only place they've ever known, regardless of the fact that it was abusive and neglectful, is a traumatic event. Every person who is considering this daycare needs to know that their children will be neglected and that they will kick them out with no notice or work through an action plan. 

   

  I have to explain to my 3 year old every day that he can't see his friends anymore and hold him while he cries. He doesn't understand how cruel **** and her capricious behavior is. She is creating child trauma, not preventing it. There was no warning. There was no gradual increase in intervention. Just a daycare that only took action when parents reported them to licensing and they were all to happy to victimize a three year old to escape consequences or be held accountable. 

   

  Everyone should know how monstrous a place is. They don't just allow children to be hurt. They hurt children with no regard. I was an active parent. I've had to make them review footage of incidents when they kept trying to dodge the issues of incidents. They never offer to review footage. They never call when there are issue. They don't email or notify parents. They don't try to set up meetings. They don't care. If I had known that there was level of casual cruelty I would have never taken my children here and now that my son has been away I'm seeing a kid that's more at ease and has less potty accidents because he's no longer being bullied by literal adults telling him he's a bad kid. The staff are not trained on how to work with children. I have no idea how much trauma my son has that I am continuing to unpack caused by Safe N Sound. 

   

  I hope licensing shuts them down. 

  
  
  Sincerely,
  
  
  
  ****** ********