It has been a tremendously busy spring, with some challenges and opportunities.
As you have noticed from some communications about payments, we have been experiencing a major issue with some clients having been billed twice in May for no apparent reason. We have pushed as hard as we can to have had this reversed quickly, but the lack of collaboration on this from our current software partners has been tremendously frustrating and disappointing. We have started to manually refund affected families and clients, as this has been tremendously embarrassing to us. This will be happening using Interac transfers. Because of daily limits, it may take a few days for you to see this, but we expect it to be completed by no later than Thursday, May 25th. Password for retrieving your e-transfer will be sent via text message – if you do not receive this, please reach out to us in the office via the 2-way text system at 226-799-4939.
This experience has eroded our trust in our software partner, and we are currently seeking a new solution. We will update y0u on this, but advise you that a transition to a new software has a learning curve, so we’ll ask for your patience in advance. We are considering developing our own properietary solution but suspect this will be a multi-year endeavour.
Please watch your accounts carefully in early June for any unusual activity and reach out to us if you see anything at all. We don’t think we can get the new software sorted before the end of June, at earliest.
Summer & Fall Registration
Because of the payment issues, we have not asked you for your summer or fall registration at this time, as we felt it wouldn’t be in good taste to ask for your commitment while we had an open and unresolved payment issue.
As a result, we expect to call and get your confirmation on Summer and Fall starting June.
As usual, billing for September to hold your spot will occur shortly after you confirm your booking. Summer billing will occur in July and August.
Similarly, if you have any special requirements or require flexibility for your September billing, please let us know so we can accommodate you.
We appreciate your support over the last 4 years, and hope that we have continued to do good work for you. Remember that we are always happy to have your feedback to make us better as we cannot fix what we don’t know about, and that if you feel something could be better, probably others do, too!
-the ABC Team