ComplaintsforVITAS Healthcare

• Initial Complaint

  05/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used Vitas in October of 2022 to care for my daughter while I was travelling out of town. Vitas provided care for my daughter *************************** (dementia patient) while I was travelling, I paid $250 as a refundable deposit for her to be taken care of in their facility located in downtown *******. In addition, I was told I had to pay another $250 as a pre-penalty as patient care givers had been coming back later than initially contracted for. I was told that as long as I was back before the deadline I would get my full deposit ($500) back. This happened in October of 2022. I have been told several times since then that my deposit is being or has been processed for return but I have to date received nothing. I have spoken to *********************** at the facility she promised me that my money was being refunded and that I should expect payment. She spoke to me most recently in April who told me that my money was coming. I spoke with her manager (********) earlier this month. I received a call from the ******* based corporate office (Nannatt) who reiterated that my refund request was being investigated and that my refund would be processed. This was after me sending a demand letter via **** (signature required). They indicated that they did not know where the payment had gone - that is an internal issue not mine. It is bad enough that my daughter ended up passing unexpectedly in November but to have to continue to request that my deposit be refunded and have multiple persons promise me that it is being processed simply adds salt to the wound of losing my child. Vitas has really mistreated me as a care provider this is extremely distressing, frustrating and in many ways outright cruel. I have attached a page from my bank statement where the $500 was processed by them as payment made. This again was in October of 2022. It is now almost June of 2023.

  Business response

  06/06/2023

  Refund issue  code ID # ********
  
  Thank you for bringing this to our attention. Miscommunication can often lead to delays and misunderstandings, and we apologize for any inconvenience caused to the customer. We appreciate your efforts to resolve the matter with the customer and ensure that they received their refund. We understand the importance of clear communication with our customers and will use this experience as an opportunity to improve our processes and communication methods. We take customer satisfaction seriously and we will use this experience as an opportunity to improve our services. We are pleased to inform you that the customer has confirmed on June 5, 2023 that they received the refund in full on May 31, 2023. We take customer satisfaction seriously and will continue to strive for excellence in our services.
  
  If there is anything else we can do to assist, please do not hesitate to let us know. We are committed to providing excellent service to our customers

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩