New Client Feels "Mistreated" That They Have To Pay A Late Fee

[trix23]

I have a new client who was a drop-in for one day a week and they pay for the whole month in advance. The third day of care, the mom was late half an hour because she had asked me quarter to 4 if her daughter was still sleeping from nap to which I replied yes and then three minutes later the little girl woke up so I texted mom a little girl's awake. Turns out mom went to the library and checked on a book and as such was late 27 minutes picking her up- the fee for this is $30.

At exactly 4pm, which is their pick up time, I texted both parents stating that is now four and past contract hours and as such late fees are $5 for every increment of five minutes late and then I will see them soon.

Then the dad texted me saying that he thought that since I'm open till 6 that they can pick up anytime within that window. It's in my hand book, my contract, and it's even in my initial section that they signed the states that they pay and are billed for late fees and early drop-off fees Etc regarding their individual *contracted* hours, versus open hours. Not only that but I mentioned it to mom verbally a few times as well. So they're trying to weasel their way out of paying this even though we've discussed it quite a few times.

I billed the parents through venmo and they are saying that they want to have a conference or a phone conference to discuss things regarding daycare for their child. I told him that my policies are not up for discussion and that they need to pay the fee so that we can move forward with the business relationship. It's still is not paid and they are saying that they want to sort this out on the phone call before proceeding with care arangement. They say they are being mistreated and that this is not fair. LOL.

I'm honestly considering terming them because this is already ridiculous.

What would you do and/or say?

[Leigh]

I have a new client who was a drop-in for one day a week and they pay for the whole month in advance. The third day of care, the mom was late half an hour because she had asked me quarter to 4 if her daughter was still sleeping from nap to which I replied yes and then three minutes later the little girl woke up so I texted mom a little girl's awake. Turns out mom went to the library and checked on a book and as such was late 27 minutes picking her up- the fee for this is $30.

At exactly 4pm, which is their pick up time, I texted both parents stating that is now four and past contract hours and as such late fees are $5 for every increment of five minutes late and then I will see them soon.

Then the dad texted me saying that he thought that since I'm open till 6 that they can pick up anytime within that window. It's in my hand book, my contract, and it's even in my initial section that they signed the states that they pay and are billed for late fees and early drop-off fees Etc regarding their individual *contracted* hours, versus open hours. Not only that but I mentioned it to mom verbally a few times as well. So they're trying to weasel their way out of paying this even though we've discussed it quite a few times.

I billed the parents through venmo and they are saying that they want to have a conference or a phone conference to discuss things regarding daycare for their child. I told him that my policies are not up for discussion and that they need to pay the fee so that we can move forward with the business relationship. It's still is not paid and they are saying that they want to sort this out on the phone call before proceeding with care arangement. They say they are being mistreated and that this is not fair. LOL.

I'm honestly considering terming them because this is already ridiculous.

What would you do and/or say?

I would send them a copy of the contract that they signed and highlight the part that discusses late fees. I'd note on that portion something like "I don't understand why you would feel mistreated over something that you have agreed to. It's unfortunate that you're feeling this way, but this is the policy, and it is not negotiable. If you feel that you need a 6PM pick up time, I can certainly arrange that for you. The fee for 6PM pickup instead of 4PM pickup would be $xx per day." If they argue pickup times more than that, you could let them know that after 4PM, they would be using a space for school aged children, and they need to pay for that space accordingly (whether you take after school kids or not!). Or, you could just term. I wouldn't, personally, give them their "conference", which is them wanting to tag-team BULLY you over $30 freaking dollars, when the real issue is why the library was more important than picking up the child (who would CERTAINLY be welcome at the library after being picked up from daycare at the agreed upon time).

You can conference with them if you wish, but I would not. What is there to discuss? They signed a contract, they decided that the contract does not apply to them, only to YOU. It's up to them whether they want to abide by what they signed, and up to you whether you're going to let them run your business or do it yourself.

[Denali]

I'd give them a date to pay what is owed. Refuse Care until all amounts due are paid. Do the conference. You can even straight out tell them that they've read your policies, signed a contract saying that they have read and agreed to all your policies. That you don't understand why they are so confused.

Or just tell them that since they feel they are being treated so unfairly you are letting them out of their contract and that you wish them luck in their search for other child care arrangements. The petty part of me wants to tell you to do that when they come for drop-off the next time. 😬

Or if they've already paid the month in advance just take the late fee out of that, refund whatever is left, and term.

[trix23]

Thankfully they don't have any prepaid days left. But if the late pick up fee is brought up, I will say that it is not up for discussion, next question.

[Blackcat31]

I would send them a copy of the contract that they signed and highlight the part that discusses late fees. I'd note on that portion something like "I don't understand why you would feel mistreated over something that you have agreed to. It's unfortunate that you're feeling this way, but this is the policy, and it is not negotiable. If you feel that you need a 6PM pick up time, I can certainly arrange that for you. The fee for 6PM pickup instead of 4PM pickup would be $xx per day." If they argue pickup times more than that, you could let them know that after 4PM, they would be using a space for school aged children, and they need to pay for that space accordingly (whether you take after school kids or not!). Or, you could just term. I wouldn't, personally, give them their "conference", which is them wanting to tag-team BULLY you over $30 freaking dollars, when the real issue is why the library was more important than picking up the child (who would CERTAINLY be welcome at the library after being picked up from daycare at the agreed upon time).

You can conference with them if you wish, but I would not. What is there to discuss? They signed a contract, they decided that the contract does not apply to them, only to YOU. It's up to them whether they want to abide by what they signed, and up to you whether you're going to let them run your business or do it yourself.

This. I would do all of this. ^^^

I would not agree to conference about something there is no point in discussing and I'd copy and highlight the section of the contract/handbook they signed and agreed to.

The end.

[Blackcat31]

I just have to add....I love how the parent feels as if THEY are being mistreated.

YOU provided additional services they did not pay for (they pay until 4:00 PM only) and now they are the ones being mistreated.

Do they even consider that you gave them FREE with NO notice and that it's YOU that should feel mistreated and taken advantage of?


I'd almost be tempted to turn the tables on them and the second they try to again bring up conferencing, say something like:

"Oh! I am so happy you mentioned mistreatment! That isn't necessarily the word I'd use but you are right I am definitely feeling a bit mistreated with this sudden refusal to pay for services that I provided to your child without any advance notice.

I love my job but imagine if your work expected you to stay beyond your regular work hours and didn't even tell you? And worse what if they didn't want to even pay you for that extra time? So I agree! Mistreatment is definitely what I am feeling. Thank you so much for acknowledging my feelings. I really do appreciate it and thank you so much for being one of those golden families that actually reads and abides by the contract and policies they signed in agreement too."

::

[rosieteddy]

You definitely deserve the fee.I at this point would insist on payment because of their attitude. One thing I learned was that if a parent was calling about their child waking up the answer would always be yes they are awake.As soon as parent got of the phone they would be gently woken.I would rather wake the child than have a late pick-up.

[midaycare]

And this is why I no longer do contracted hours. They work beautifully for some of you, but for me they were a nightmare. Parents want the early pickup, then inform me they will be late every.single.day. Then I have to be the jerk time and time again, either with late fees or bumping up the weekly price.

One price. Use what hours you wish. I'm open 10 hours. Late fees incur when you are here past 5:30 pm.

[trix23]

I don't want people coming whenever or not knowing what time they are arriving. I cherish my sleep too much to wake up for nothing.

[Pestle]

In the future, I wouldn't schedule a conference with people to discuss following the policies. If they need their hand held that much, they need to find a new care provider. Don't let them steal even MORE of your time.

[trix23]

what specifically would you say?

[trix23]

I'm going to be implementing a policy on conferences and that they are limited to 1 conference every 6 months. Any more than that and it's $40/hr for phone calls or conferences if it's requested by the parent.

[hwichlaz]

For me, contracted hours are a throw back to when I was puzzling together part timers to fill my spots full time. Thus the stiff late fee. I'm moving away from that now, so I'll eliminate contracted hours in the near future.

[daycare]

I guess I am the odd man out here. I have a two week paid trail that is for everyone to get on board, parents, kid and provider. It takes 21+ times of consistency to build a new habit. I would have talked, emailed and invoiced them for this, but would have given a one time credit.

In my rules if you are late 3 times picking up by more than 20 minutes, I will term you. I invoice them to keep track, even the one that I would give as a credit will still count as 1.

I have had this happen a few times. I know many of you won't agree with me, but being in a new place takes time to remember everything, even if we were told many of times. Most of the parents who did that to me all came from centers where you were allowed to use it from open to close.

Now, if someone was just taking advantage, then that would be completely different.
but this is just me

[Snowmom]

IMHO, people know when they get off work and how long it takes them with traffic.
In OP's case- dcm chose to do personal errands instead and was late.

It has nothing to do with charging by contracted hours or charging a flat rate open-close. They discussed their needs with the provider, they signed a contract with those hours. They knew.

Claiming ignorance does release them from their obligation.

Failure to read a legal document they signed does not release them from their obligation.

Half an hour late is not something I would let slide. Even once. 5-10 minutes for a good family, sure. Not 30.