ComplaintsforBrightStar Care of Lake Forest

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was a client of BrightStar Care of Lake Forest during October 2022 when they contracted to provide in-home care services for our daughter. We discovered suitability issues with one of their childcare providers, Autumn K., during a review of the in-home nanny cameras that included childcare safety and neglect issues, as well as potential mental health suitability issues on the part of this provider.These issues were made known to the company. Videos supporting the concerns were shared via e-mail to their management team and ***. The concerns were acknowledged as accurate, we were informed the specific care provider would no longer be allowed to care for children, and the *** personally called and left a voicemail and offered a full refund for all amounts paid for all services provided by ****************The ***, ***********************, asked that I e-mail him our mailing address to process a refund check. No check ever arrived and the company then stopped responding to e-mail, phone calls, voice messages, and outreach via social media.Dates of transactions: 10/14/2022 and 10/21/2022 Dates of services: October 6, 7, 10, 11, 12, 17, 18, and 19, 2022.Total amount for services provided by Autumn K.: $1,757.48 Invoice Numbers: IVC00000007230288 ; IVC00000007207219 ; IVC00000007222938

  Business response

  02/07/2024

  ******************,
  
  I am always saddened to hear that any of our clients are dissatisfied with the services provided by our incredible caregivers and nurses in the field. However, it's important to note that we serve thousands of clients, ranging from newborns to the elderly over 100 years of age, and offer a wide spectrum of care from simple companion care to managing advanced cancers and Alzheimer's. Furthermore, we staff hospitals, medical clinics, pharmacies,and have even conducted clinical trials for the J&J Covid vaccine. So, in a world of providing very personal care where "fit" is tremendously important, there are bound to be occasions where even the very best caregivers and nurses do not work out in every circumstance.
  
  However, referring to a caregiver as having "potential mental health suitability issues" is a bit much and completely unfair to say nothing of bordering on slanderous to a professional licensed caregiver.She did not work out for you fine but let's leave it at that. Also, let's be fair, you had trouble with the Home Health ************ that you used before us as well, and they eventually stopped working with you, which is why you came to us.
  
  Lastly, we are one of the largest, most respected, and most awarded Home Health Care companies in the nation recognized by independent organizations like ******************************* Pulse, and even **************** We proudly stand behind our 14-year record of excellence!
  
  **************************
  President & Chief Executive Officer
  Foreside Management Company
  Dba BrightStar Care of South Orange County

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