**UNSAFE FOR KIDS AND UNETHICAL ADMINISTRATION**
We enrolled our young son in Tender Touch because they offered an affordable after school option and we needed someone who could pick him up from school every day. One day, I received a phone call late in the afternoon from my dad saying that my son was not picked up from school and walked appx. 2 miles from school to their house ALONE.
I immediately called Tender Touch to find out what happened, and they seemed to have NO IDEA that my son was even missing for the day. Not only did they fail to pick up my son and ensure his safety, but they did not call me and failed to even realize that he was missing. When they finally acknowledged that he wasn't there with them, they put the blame on my 6 year old for not being at the pickup point. I acknowledged with them that he should have been at the check in point, however, they failed to recognize or notify me as his parent that he was missing at all.
As a parent, I was rightfully upset and worried about my son's safety. I asked for reassurance that there was going to be a process in place after this incident that would prevent it from happening again, and simply reassurance that I could trust them to ensure my son's safety every day.
Instead, what I got from the staff was retaliation. They were very noticeably upset that I was holding them accountable to keeping my son safe and taking care of him as I was paying for, and so instead of working with me on this reassurance they raised my prices without notice and begin treating my family very differently. While I used to be greeted with a smile and a warm hello every day when I picked up my son, it immediately changed to the cold shoulder approach. As if this wasn't enough, they increased the pricing for days that school was out of session without notifying me. I then received late fees of $50 when I didn't realize that there was a balance left unpaid as a result of the price increase. The explanation I was given was "that they were helping me out with cost before, but now they didn't see a reason to do that".
On another occasion, me and two other moms witnessed child abuse from one of the other parents picking up their kid in the parking lot of this facility. We immediately reported it to Tender Touch management, but were given the response that "they were probably just having a bad day", and they would "talk to the parent". I believe they have a legal obligation to ensure that reports of abuse, especially in their parking lot, should be reported in an ethical and legal manner. They never did report it, so we ended up reporting it out of worry for that child's safety.
Lastly, due to all of the problems and the feeling of unsafety for my child, we took him out of Tender Touch and moved him to a new facility for after school care. To our knowledge, we were paid in full at that time, but there were charges that we didn't realize were tacked on and unresolved. The Tender Touch management team did not send us a bill, and to our knowledge everything was paid in full. A few months later, rather than receiving a letter, bill or other notification from Tender Touch, we received a collections notice instead, as well as hefty collections fees and late fees. I believe a legitimate business should send a bill or some notification of an unpaid balance, but Tender Touch management didn't follow that process. It seems they were pretty dedicated to putting us in our place for demanding that our kids be taken care appropriately and this was their way of making a statement.
I would not recommend this facility to anyone, and believe they should be held accountable for their lack of safety procedures. read more