Complaints

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I advertised on Care.com for an "experienced" caregiver for my senior parents from 5pm -7pm on Monday, Wednesday, and Friday at $30 per hour. This agency answered my ad. Per our agreement I prepaid them for a week in advance. They sent 3 caregivers that were not "experienced", and only showed once or twice per week. Caregiver number 1 was a blessing, but ended up having car trouble, and was unable to return. Caregiver number 2 came once, and was unable to come again. Caregiver number 3 was horrible, and we did not want her to return. This agency was unable to provide or replace caregivers consistently per week, per our agreement. They explained in writing after I signed their agreement, that they knew they were going to be unable to provide caregivers consistently for the number of hours we were requesting. That is a breach of contract. I did not receive the amount of service for what I had already paid for. Now according to our signed agreement which this agency breached, I have to wait 90 days to get my $120 refund. So, I gave them a written two week notice to terminate their services. I then put a new ad on Care.com for the exact same days, number of hours, and amount of pay, and this agency had the odacity to answer my new ad. Can you believe they did this after not being able to meet their obligations in our current agreement for the exact same request? They are very unprofessional, very unorganized, and they're liars. They knew before I signed their agreement, that they would not be able honor the agreement. Now my prepaid $120 is being held hostage for 90 days. Because this agency breached our agreement and because of the poor quality of service, why should I still have honor the agreement, and wait 90 days for my refund?

  Bureau response

  11/02/2023

  Complaint Handler
  Dove Home Care Nursing Services LLC 

  **** ******** **** ***** ******* ********** ** *****
  
  
  Dear Complaint Handler:
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 10/25/2023 and was assigned an ID of ********.  

   

  BBB forwarded you a complaint filed by Kerry ****. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.   
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

   

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

   

  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

   

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Kerry ****
  **** ****** ****** **** *** ******** ******** ** *****
  Daytime Phone: ###-###-####
  E-mail: ***********************
  
  
  The details of this matter are as follows:

  Complaint Involves:
  Refund Or Exchange Issues
  
  Customer’s Statement of the Problem:
  I advertised on Care.com for an "experienced" caregiver for my senior parents from 5pm -7pm on Monday, Wednesday, and Friday at $30 per hour. This agency answered my ad. Per our agreement I prepaid them for a week in advance. They sent 3 caregivers that were not "experienced", and only showed once or twice per week. Caregiver number 1 was a blessing, but ended up having car trouble, and was unable to return. Caregiver number 2 came once, and was unable to come again. Caregiver number 3 was horrible, and we did not want her to return. This agency was unable to provide or replace caregivers consistently per week, per our agreement. They explained in writing after I signed their agreement, that they knew they were going to be unable to provide caregivers consistently for the number of hours we were requesting. That is a breach of contract. I did not receive the amount of service for what I had already paid for. Now according to our signed agreement which this agency breached, I have to wait 90 days to get my $120 refund. So, I gave them a written two week notice to terminate their services. I then put a new ad on Care.com for the exact same days, number of hours, and amount of pay, and this agency had the odacity to answer my new ad. Can you believe they did this after not being able to meet their obligations in our current agreement for the exact same request? They are very unprofessional, very unorganized, and they're liars. They knew before I signed their agreement, that they would not be able honor the agreement. Now my prepaid $120 is being held hostage for 90 days. Because this agency breached our agreement and because of the poor quality of service, why should I still have honor the agreement, and wait 90 days for my refund?

   

  
  
  
  
  Desired Settlement:
  Refund
  
   

  
  Additional Comments from Consumer:
  

  Bureau response

  11/21/2023

  Kerry ****
  **** ****** ****** **** *** ******** ******** *** *****
  
  
  Dear Kerry ****:
  
  This message is in regard to your complaint submitted on 10/25/2023 against Dove Home Care Nursing Services LLC.  Your complaint was assigned ID *********
  
  Your Better Business Bureau (BBB) has made several attempts to contact the business regarding your complaint. We regret to inform you that we have not received a response at this time and this case has now been closed as an UNANSWERED complaint in their file. Because we are not a government agency, we cannot force a business to respond.   
  
  If the company has contacted you directly and resolved this complaint, please let us know.  Should we receive a resolution in the future, we will let you know.
  
  BBB develops and maintains BBB Business Profiles on companies across the United States and Canada. This information is available to the public and is frequently used by potential customers. In the case of your complaint, the business's failure to promptly give attention to the matter will be reflected in the Business Profile.
  
  BBB regrets that we were unable to assist you further and wishes you the best in your future efforts in resolving this matter.
  

  Sincerely,

  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####

  Customer response

  11/22/2023

  Dove Home Care Nursing Services LLC refunded our $120 on November 17th 2023. Our business with this company is now concluded.

  Bureau response

  11/22/2023

  Complaint Handler
  Dove Home Care Nursing Services LLC 
  **** ******** **** ***** ******* ********** ** *****  
  
  Dear Complaint Handler:
  
  This message is in regard to a complaint submitted to BBB about your business on 10/25/2023 by Kerry ****. This complaint was assigned ID *********
  
  BBB would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.
  
  If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
   
  Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.
  
  Sincerely,
  
  Heather ******
  Dispute Resolution Specialist
  *************************
  Phone: ###-###-####
  
  MESSAGE:
  
  Dove Home Care Nursing Services LLC refunded our $120 on November 17th 2023. Our business with this company is now concluded.

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