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Daycare Center and Family Home Forum>Dcm Wants a Refund For Friday Bc She Changed Her Mind
Angelwings36 07:13 AM 06-20-2013
Dcm has a son who attends my daycare full time. Earlier this week dcm asked me if she could pick up dcb at 12:00pm on Friday as they would be going to the lake. She normally picks up at 4:15pm. I said yes. I was very much looking forward to a quieter afternoon on Friday, dcb is 15 months so a lot of work. Fast forward to this morning dcm comes in and says they will no longer be going to the lake on Friday so dcb will be here all day. OH NO!! I said sorry dcm but since you informed me that dcb would be picked up at 12:00pm on Friday I accepted another family for the afternoon so I can not take him past 12:00pm now. That was a lie but I really didn't want to tell dcm the truth that I was looking forward to a quieter afternoon on Friday. Dcm looks shocked and says, "well we don't have to pay for Friday then right?". ARGH! I get why she would ask. Technically dcb should have been here from 7:30am - 4:15pm on Friday but now because dcm changed her mind I would only be allowing dcb to be here from 7:30am - 12:00pm. But that's not my problem! I was available to take dcb for the full day originally and she was the one that said he would be gone by 12:00pm. I told her she wouldn't get a refund and to keep in mind for the future if she informs me dcb will not be there for a day or a portion of the day and then changes her mind later that she may not be able to use that space anymore. I know some of you would likely say to refund for the half day but I don't want dcm to think she can continue to do this AKA BOOK A DAY/HALF DAY OFF THEN CHANGE HER MIND AND WANT IT BACK.

What are everyone else's thoughts?
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Blackcat31 07:17 AM 06-20-2013
Once a family schedules I don't allow refunds or changes.

If DCM chooses to not bring the child, then SHE is the one choosing to take the loss.

Since she scheduled him until only noon and you made plans based on what she said, I don't think it is polite, right or fair of her to assume she can simply change things again.

I'd say sorry, but it is what it is. Next time she should plan better.
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preschoolteacher 08:02 AM 06-20-2013
I think it's important to get any changes in writing. I've been told before that if a family has contracted hours with you, you are obligated by your contract to fulfill those hours unless they put it in writing that they want to make a change for a day.

I think what she did was wrong, and she certainly shouldn't get a free day since you're still caring for him until noon. However, I'm not sure you should charge her for all day since you might not have had a policy about changes/cancellations, and in that case, it's not fair to expect the parent to know better.

How about charging her for the half day?
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Lyss 08:22 AM 06-20-2013
Once I approve a change I don't allow any modification, especially not the day before!

I don't do 1/2 day payments for anything over 4 hours, so this DCM would be charged the full day rate in my house. I may be willing to "negotiate" and say if she picks up at 11:30 or earlier I'll give her the half day rate but if she's even 2 minutes late it's the full rate. If she's a problem parent honestly I wouldn't even offer the early pick up idea because she'd take it as a win and do it again.
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Angelwings36 08:40 AM 06-20-2013
Originally Posted by preschoolteacher:
I think it's important to get any changes in writing. I've been told before that if a family has contracted hours with you, you are obligated by your contract to fulfill those hours unless they put it in writing that they want to make a change for a day.

I think what she did was wrong, and she certainly shouldn't get a free day since you're still caring for him until noon. However, I'm not sure you should charge her for all day since you might not have had a policy about changes/cancellations, and in that case, it's not fair to expect the parent to know better.

How about charging her for the half day?
She made the request via text message so I have documentation that she wanted the earlier pick up time on Friday.
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Lyss 08:57 AM 06-20-2013
Originally Posted by Angelwings36:
She made the request via text message so I have documentation that she wanted the earlier pick up time on Friday.
I always have my parents email or text schedule changes (getting them to print or write out anything is not so easy for some reason) and then save them with my response so I can have a paper trail
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TheGoodLife 09:08 AM 06-20-2013
Originally Posted by Angelwings36:
Dcm has a son who attends my daycare full time. Earlier this week dcm asked me if she could pick up dcb at 12:00pm on Friday as they would be going to the lake. She normally picks up at 4:15pm. I said yes. I was very much looking forward to a quieter afternoon on Friday, dcb is 15 months so a lot of work. Fast forward to this morning dcm comes in and says they will no longer be going to the lake on Friday so dcb will be here all day. OH NO!! I said sorry dcm but since you informed me that dcb would be picked up at 12:00pm on Friday I accepted another family for the afternoon so I can not take him past 12:00pm now. That was a lie but I really didn't want to tell dcm the truth that I was looking forward to a quieter afternoon on Friday. Dcm looks shocked and says, "well we don't have to pay for Friday then right?". ARGH! I get why she would ask. Technically dcb should have been here from 7:30am - 4:15pm on Friday but now because dcm changed her mind I would only be allowing dcb to be here from 7:30am - 12:00pm. But that's not my problem! I was available to take dcb for the full day originally and she was the one that said he would be gone by 12:00pm. I told her she wouldn't get a refund and to keep in mind for the future if she informs me dcb will not be there for a day or a portion of the day and then changes her mind later that she may not be able to use that space anymore. I know some of you would likely say to refund for the half day but I don't want dcm to think she can continue to do this AKA BOOK A DAY/HALF DAY OFF THEN CHANGE HER MIND AND WANT IT BACK.

What are everyone else's thoughts?
I would not have told her you scheduled someone else- then you are getting paid by her AND another family. I would give a refund in that circumstance, since you gave her paid spot away, and made it sound like you were getting someone else to pay in return. Otherwise I'd just say "sorry, I have already made plans around your 12:00 PU time. The contract states tuition is due regardless of attendance, so I cannot give a refund for unused time" I require notice the Friday before for changes in schedules (but I'd approve an early PU ANY days ) so I wouldn't budge on changing back to the later PU either!
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Angelwings36 09:23 AM 06-20-2013
Originally Posted by Mama2Bella:
I would not have told her you scheduled someone else- then you are getting paid by her AND another family. I would give a refund in that circumstance, since you gave her paid spot away, and made it sound like you were getting someone else to pay in return. Otherwise I'd just say "sorry, I have already made plans around your 12:00 PU time. The contract states tuition is due regardless of attendance, so I cannot give a refund for unused time" I require notice the Friday before for changes in schedules (but I'd approve an early PU ANY days ) so I wouldn't budge on changing back to the later PU either!
Well I didn't say I was getting paid for taking another child that afternoon. For all she knows I may be taking my neice as a favor
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LaLa1923 09:41 AM 06-20-2013
I agree with what BC said! Also, I would've just told her I made plans. My contract states no refunds!
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TheGoodLife 09:46 AM 06-20-2013
Originally Posted by Angelwings36:
Well I didn't say I was getting paid for taking another child that afternoon. For all she knows I may be taking my neice as a favor
That would work, then, if she ever did ask!
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Angelwings36 12:04 PM 06-20-2013
So dcm just text me:

"I understand that you book in other families when someone won't be there. I guess I just find it disappointing that it doesn't result in savings for the family who have already paid for that spot but only an increase in revenue for you."

Anyone want to comment to that?
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AmyLeigh 12:14 PM 06-20-2013
Originally Posted by Angelwings36:
Dcm has a son who attends my daycare full time. Earlier this week dcm asked me if she could pick up dcb at 12:00pm on Friday as they would be going to the lake. She normally picks up at 4:15pm. I said yes. I was very much looking forward to a quieter afternoon on Friday, dcb is 15 months so a lot of work. Fast forward to this morning dcm comes in and says they will no longer be going to the lake on Friday so dcb will be here all day. OH NO!! I said sorry dcm but since you informed me that dcb would be picked up at 12:00pm on Friday I accepted another family for the afternoon so I can not take him past 12:00pm now. That was a lie but I really didn't want to tell dcm the truth that I was looking forward to a quieter afternoon on Friday. Dcm looks shocked and says, "well we don't have to pay for Friday then right?". ARGH! I get why she would ask. Technically dcb should have been here from 7:30am - 4:15pm on Friday but now because dcm changed her mind I would only be allowing dcb to be here from 7:30am - 12:00pm. But that's not my problem! I was available to take dcb for the full day originally and she was the one that said he would be gone by 12:00pm. I told her she wouldn't get a refund and to keep in mind for the future if she informs me dcb will not be there for a day or a portion of the day and then changes her mind later that she may not be able to use that space anymore. I know some of you would likely say to refund for the half day but I don't want dcm to think she can continue to do this AKA BOOK A DAY/HALF DAY OFF THEN CHANGE HER MIND AND WANT IT BACK.

What are everyone else's thoughts?
I don't know. I am more flexible, I guess. For one, she has already paid for her spot for the week. For another, you did not make plans for the afternoon, half of which I am assuming is nap time. Then, when her plans fell through and the schedule changed back to the original hours that she is contracted for, you lied to her because you just didn't want to take care of her child for 4 more hours. I can understand why she would be upset and ask for a refund. What I don't understand is why you can't care the little one for the whole day tomorrow afternoon.

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EntropyControlSpecialist 12:16 PM 06-20-2013
It is frustrating when a parent says they will pick up early and then they change their mind.

However, I do allow it. I ALWAYS assume that child will be here for the entire day even if they say they won't be, just so I won't be let down.
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Cradle2crayons 12:17 PM 06-20-2013
Originally Posted by Angelwings36:
So dcm just text me:

"I understand that you book in other families when someone won't be there. I guess I just find it disappointing that it doesn't result in savings for the family who have already paid for that spot but only an increase in revenue for you."

Anyone want to comment to that?
I'd text her back " who said that having a child here in your spot means more revenue? What if that child is my niece? I understand what you are saying but as I stated previously, I have to stick to my policies in order to continue the quality of care for everyone in my care while still following state regulations"
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Angelwings36 12:18 PM 06-20-2013
Originally Posted by AmyLeigh:
I don't know. I am more flexible, I guess. For one, she has already paid for her spot for the week. For another, you did not make plans for the afternoon, half of which I am assuming is nap time. Then, when her plans fell through and the schedule changed back to the original hours that she is contracted for, you lied to her because you just didn't want to take care of her child for 4 more hours. I can understand why she would be upset and ask for a refund. What I don't understand is why you can't care the little one for the whole day tomorrow afternoon.
Because I was expecting and looking forward to a quieter day tomorrow afternoon.
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Cradle2crayons 12:20 PM 06-20-2013
Originally Posted by Angelwings36:
Because I was expecting and looking forward to a quieter day tomorrow afternoon.
You don't have to explain that to mom. If you require schedule changes by Friday of the previous week, and that schedule change was that the kid wasn't going to be there, then that's that. End of story. Don't explain anything else to her because she's going to continue to argue
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Angelwings36 12:22 PM 06-20-2013
Originally Posted by Cradle2crayons:
You don't have to explain that to mom. If you require schedule changes by Friday of the previous week, and that schedule change was that the kid wasn't going to be there, then that's that. End of story. Don't explain anything else to her because she's going to continue to argue
Yes I will keep that in mind for next time.
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Laurel 12:34 PM 06-20-2013
Originally Posted by EntropyControlSpecialist:
It is frustrating when a parent says they will pick up early and then they change their mind.

However, I do allow it. I ALWAYS assume that child will be here for the entire day even if they say they won't be, just so I won't be let down.


Me too, I've found that 90% of the time the parents do not pick up early.

Laurel
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JoseyJo 12:37 PM 06-20-2013
Originally Posted by EntropyControlSpecialist:
It is frustrating when a parent says they will pick up early and then they change their mind.

However, I do allow it. I ALWAYS assume that child will be here for the entire day even if they say they won't be, just so I won't be let down.
Same here! I would be upset that the parent changed plans on us, but I would have allowed it since they do pay for that time. I have found it to be much less aggravating to plan for having dcks until 6 pm no matter what the parents say since they often flake when it comes to picking up their children early. (We don't have contracted hours- we are just open 7a-6p for 1 weekly price, no drop in/pt.)
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Laurel 12:40 PM 06-20-2013
Originally Posted by Angelwings36:
So dcm just text me:

"I understand that you book in other families when someone won't be there. I guess I just find it disappointing that it doesn't result in savings for the family who have already paid for that spot but only an increase in revenue for you."

Anyone want to comment to that?
I kind of agree with the parent although I can see both sides. You 'could' have really filled the time as she said she didn't need that time. If she didn't need it, it wouldn't be her business if you are getting revenue or not. However, now that you are in the situation you might write back something like:

I am sorry you are disappointed. I usually don't discuss what I charge others for care but in this case there will be no added revenue as I am watching a relative who will still count in my numbers. Hope this clears things up.

That should work....maybe....

Laurel
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Lyss 12:40 PM 06-20-2013
Originally Posted by Angelwings36:
So dcm just text me:

"I understand that you book in other families when someone won't be there. I guess I just find it disappointing that it doesn't result in savings for the family who have already paid for that spot but only an increase in revenue for you."

Anyone want to comment to that?
Wasn't she planning to pay for the day even though she was picking up early BEFORE she decided to change from a half day to full? Its only a problem because she's not getting what she wants now?

I would just respond about you niece if you want to give her an explanation. "My niece will be joining us for the afternoon and although I am not collecting payment for her time she however by law does count into my ratio. I was told by you DCK would not be coming and made other arrangements, I can not change this commitment at the last minute. I'm sure you understand"

Personally I'd have never given her a reason (I learned nearly this same way ) and just said unfortunatly I could not accommodate the last minute change because I had made plans with the absence of DCB in mind. Too bad, so sad

If she was a "good" DCP I would have offered a half day rate if she picked up at 1130 if she really made a stink but if she's pushy and rude I'd stand my ground.
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Angelwings36 12:44 PM 06-20-2013
Originally Posted by JoseyJo:
Same here! I would be upset that the parent changed plans on us, but I would have allowed it since they do pay for that time. I have found it to be much less aggravating to plan for having dcks until 6 pm no matter what the parents say since they often flake when it comes to picking up their children early. (We don't have contracted hours- we are just open 7a-6p for 1 weekly price, no drop in/pt.)
Maybe that's the difference. I run by contracted hours so when a family makes a change to their hours I expect them to be there by their pick up time that day or they would be charged a late fee.

For example:

A family may be contracted with me from 7:30am - 4:15pm and then request to pick up at 12:00pm. If that works for me I will allow it and ensure that their child is ready to go by 12:00pm instead of 4:15pm. If a family showed up at 12:10pm they would be charged $15 ($15 for every 15 minutes or part of 15 minutes) for being late. A schedule change is just that and I expect my policies to be followed (late pick up policy included) regardless of the schedule change.

If a family asks to pick up earlier I allow it but I expect them to be on time and they know that. I don't just assume they may not be there until 4:15pm that day even though they asked to pick up at 12:00pm because I don't allow families to make changes to their schedules and then choose to not follow my other policies in the mean time.
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momofboys 06:52 PM 06-20-2013
Originally Posted by Angelwings36:
Because I was expecting and looking forward to a quieter day tomorrow afternoon.
And you have a right to that! just b/c they changed their plans at the last minute is no reason for you to alter yours. I would not give a refund!
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