ComplaintsforRaintree School
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Complaint Details
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Initial Complaint
01/11/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Issue 1: ACH withdrawal for January tuition exceeded the contracted amount by more than 10% and was not authorized. Issue 2: Business charged for aftercare services not provided for January.Business response
01/25/2022
To Whom It May Concern,We were very sorry to to learn of this complaint. As a school, we pride ourselves on maintaining open communication channels to meet the needs of our community.We believe the parent is referring to after-care charges appearing on her January tuition invoice (attached). Specifically, she is asking for a refund of after-care charges for January when the school was forced to suspend after-care for a period of two weeks due to a temporary staffing shortage caused by COVID-19.This family is on a monthly after-care plan. The monthly plan offers after-care at a reduced cost but states that refunds will not be made for unforeseen closures caused by weather or other circumstances (such as COVID-related closures). An alternative "incidental" plan is available at a higher cost. Under the incidental plan, only utilized days are charged. A copy of the policy describing the two options and bearing this parent's signature is attached.A review of the attached records indicates that all charges were made per our policy. The family has since requested to be placed on the incidental after-care plan, and the request has been honored.We are currently considering a change to our after-care form language to further clarify payment and refund policy and a one-time refund to affected families for this specific incident with the understanding that no future refunds will be made under the monthly plan for unforeseen closures. We hope these changes will clear up any future misunderstandings.Thank you for taking the time to review and consider our reply.Best regards,**** ********Business response
01/28/2022
We issued a refund for the days aftercare was not available.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.