Complaints

• Initial Complaint

  07/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am the Durable and Medical POA for my sister, ***********************. She broke her leg in March/2023. during Rehab, ***********************, Principal at ***** Care Advisors was recommended to me by a rehab facility in ****** and an in-home nursing provider. I called **************** and she explained that there was a one time "fee" for services of I think ******, which I paid for on *****'s credit card over the phone....4/11/23 ***** was charged $****** on her card. Then ********* said "you never have to pay that fee again.". I never got a receipt in writing or an receipt showing what the payment for $****** dollars included nor agreement or contract. . In ****** ********* sent a provider to my sister who was not working out well. My sister did not think she was helpful at all, but ***** paid for her services by the hour to be fair. $131.04 on 4/22/23. Again, no receipt to my email or in US Mail. ********* was told two times NOT to send that person again, but they did the following week, and wanted to charge us again for someone we did not request. My sister send the woman home immediately. The charge of $131.04 was again billed on 4/26/23, in error. ********* said in a voicemail from *********************** that they would "refund the second dupe charge".... and to date, have not. Again, I never got a receipt for the duplicate charge in my email or US mail. I will close this credit card and open another today. From April to May I called ********* at least 3x to see if they could place a different in-home care person for ***** (who is blind, ) and she said she could of course....( I hope so for 320 dollars) but she never did call or email back that she could find another provider, and I will not call them again. My sister ***********************, is expecting a refund by check from Comprehensive Care LLC for the $****** plus the duplicate charge of $131.04 totalling $456.84 to correct this. I will not use them again, and never found out what "services" in writing were received for the ****** paid in full.

  Business response

  07/21/2023

  The above named client contacted me for caregiver.  I explained that CCMA , charges a one-time fee for admin. services, .  The fee for this as quoted and paid for by credit card is $300.00 plus tax.  The Caregivers are independent contractors that charge a fee of $30.00 per hour..  A Caregiver was assigned this position and she showed up the 1st time as scheduled for an every other weekly visit for a 4 hour min shift.  The caregiver showed up 2 weeks later as scheduled, only to find that the client's friend was on her way to take her for an appointment.  The caregiver and myself were never given any notice, no contact had been made too us directly to my **** and the caregiver still had not been paid from her initial visit.  As a courtesy, I billed the client for the caregivers 1st day she worked and they paid me via credit card.  In addition, CCMA did pay the care caregiver for her 2nd visit which was canceled upon her arrival.  Inadvertently, their charge was charge twice which I brought to their attention and issued a refund for the additional charge.  My account states credit transaction did go through.   Our billing system creates a statement it automatically generates an email copy or a hard copy for regular mail.  Please see attached copies.  On 7/7/23, I received a text message that they received my phone message about the card be double billed and that she wanted us to pay her interest.  7/10/23: I sent I text to her that the credit did not go through, and that we investigating it.  7/10/23:  Received text from client that that that card had been closed because another vendor was creating fraud on it.  She is now asking for a check or money order.  Keep i mind, none of these issues were not brought to our attention until this month!  The initial charge was for services rendered along with the payment for the caregiver for the 4 hours.  Please see the attached copies of the texts messages.  Thank you, ***********************

  Customer response

  07/24/2023

  when the first and only caregiver came to see my sister I called *************** and told her we did not want that caregiver for ***** she said some very inappropriate things to her, I asked her if she could find another caregiver for ***** for once or twice a month and she said sure , but never called back with another caregiver after I paid the 300 fee, 

  in addition , we never received the credit due for sending the same person again which was not requested. I never scheduled her for more than one time. True that credit card was closed but she agreed she would credit us and never did for the double charge. 

  Business response

  02/08/2024

  In response to the complaint filed on 7/8/2023 by *******************************, we would like to provide detailed information regarding our interactions with ****************** and the steps we have taken to address her concerns.
  
  
  Payment Rules and Policies: It is our standard practice to thoroughly explain our payment rules and policies to all clients during the initial consultation. ****************** was informed of these terms and willingly accepted our services under these conditions.
  Client Needs Accommodation: Despite ********************** request for a caregiver for only one short day every two weeks, which did not meet our minimum caregiver requirement, we made extensive efforts to accommodate her needs through numerous phone calls and arrangements.
  Quality of Caregiver: The caregiver assigned to ****************** was one of our top caregivers, with no prior issues reported. Unfortunately, the caregiver passed away unexpectedly.
  Attempted Resolution: Following the caregiver's passing, we promptly attempted to rectify the situation by arranging for a new caregiver. However, ****************** declined further services and requested an immediate cancellation.
  Refund Issuance: Although a refund of our administration fee was not obligated per our payment terms, we made an exception and issued a refund to the original payment method used by *******************
  Bank Rejection: Regrettably, the refund was rejected by ********************** bank, which was beyond our control. Despite this setback, we made repeated attempts to resolve the issue and reissue the refund.
  Request for Physical Check via Mail: ****************** has requested that a physical check be sent via mail instead of refunding the amount through the original payment method. Regrettably, our billing and payment systems are not configured for this specific request. However, we are committed to accommodating her preference and will explore alternative methods. It's imperative that the refund previously sent to the card be reissued before proceeding with the physical check issuance.
  Communication Challenges: Throughout our interactions, ****************** exhibited frustration and rudeness, which hindered effective communication and resolution efforts on both ends.
  Continued Efforts: Despite encountering difficulties, we remained committed to resolving the issue and providing assistance to ****************** in any way possible.
  Apology and Regret: We sincerely apologize for any inconvenience or frustration caused by this situation. Our priority is to ensure the satisfaction of our clients, and we deeply regret that ********************** experience did not meet our usual standards of service.
  Conclusion: We have made every effort to address ********************** concerns and resolve the issue amicably. We are disappointed that we were unable to achieve a satisfactory resolution and hope that ****************** will reconsider her stance.

  If there are any further questions or concerns, please do not hesitate to contact us. We value your feedback and are committed to improving our services based on your input.

  
  

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