Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/03/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: 9/10/2023
  Amount: $1795.60
  Services Agreed to Provide: 3 nights per week night nurse services
  Description: We purchased overnight nurse/doula services through Maryland State Doulas. Unfortunately, we were not able to use our original doula and were rematched with another doula. We set up time to meet with this doula, however she was under the impression that we would be paying her directly for services. We had already paid the full amount to Maryland State Doulas. The doula indicated that she had concerns of not being paid and that the company had recently disintegrated (no longer exists under Maryland State Doulas). With this, my husband and I were concerned we would not receive any services for the total of $5040.60 that we paid for. The merchant agreed to refund us on October 14, 2023, however we are still awaiting the refund. Our baby arrived October 22, 2023 and we have no services scheduled (and have not received a refund for services previously paid for).

• Initial Complaint

  Date:06/29/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Heather stole $1,060 from us by charging our card an additional time for a contract we signed to hire a doula through her company. She initially stated she would refund the money by sending a check, which never came. I repeatedly tried to contact her and she eventually stopped responding completely. We never got our money back.

  Bureau Response

  Date: 06/29/2023

  Jaine-Ann *******
  Maryland State Doulas 
  
  **** ****** **
  ******* ** *****
  
  
  
  
  
  Dear Jaine-Ann *******: 
  
    
  
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 6/27/2023 and was assigned an ID of *********   
  
  
  
  How do I take care of this?
  
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  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.  All responses will be copied to the complainant. 
  
  
  
  

  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* **************

  
  

  What should I include in my response?
  
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
  
   
  
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (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.
  
  
  
  What will happen if I do not submit a response and what can I expect to happen next?
  
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  
  

  Sincerely,

  
  

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

  
  

   

  
  

  CUSTOMER EXPERIENCE INFORMATION

  
  

   

  
  

  Customer Information:

  
  

  Sara ******

  
  

  *** ******** ***
  ********* ** *****

  
  

  Daytime Phone: ###-###-####
  E-mail: *********************
  

  
  

   

  
  

  The details of this matter are as follows:

  
  

   

  
  

  Complaint Involves:
  Billing or Collection Issues 

  
  

   

  
  

  Customer’s Statement of the Problem:
  
  
  
  Heather stole $1,060 from us by charging our card an additional time for a contract we signed to hire a doula through her company. She initially stated she would refund the money by sending a check, which never came. I repeatedly tried to contact her and she eventually stopped responding completely. We never got our money back.
  
  
  
  
  
  
  
  
  
  
  
  Desired Settlement:
  Billing Adjustment
  
  
  
   
  

  
  

  
  

  Bureau Response

  Date: 06/29/2023

  Sara ******
  
  *** ******** ***
  ********* *** *****
  
  
  
  
  
  Dear Sara ******:
  
  
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 6/27/2023 against Maryland State Doulas.  Your complaint was assigned ID ********* 
  
  
  
  Now that I have filed, what is the next step?
  
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  
  
  What if I do not agree with the response from the business?
  
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  
  
  What happens if a business does not respond?
  
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  
  
  Sincerely,
  
  
  
  

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

  Bureau Response

  Date: 07/06/2023

  Jaine-Ann *******
  Maryland State Doulas 
  

  **** ****** **
  ******** ** *****
  
  
  
  
  
  Dear Jaine-Ann *******:
  
  
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 6/27/2023 and was assigned an ID of *********  
   

  
  

  BBB forwarded you a complaint filed by Sara ******. 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:
  
  Sara ******
  
  *** ******** ***
  ********* ** *****
  
  Daytime Phone: ###-###-####
  E-mail: *********************
  
  
  
  
  The details of this matter are as follows:

  
  
  

  Complaint Involves:
  Billing or Collection Issues
  
  
  
  Customer’s Statement of the Problem:
  
  Heather stole $1,060 from us by charging our card an additional time for a contract we signed to hire a doula through her company. She initially stated she would refund the money by sending a check, which never came. I repeatedly tried to contact her and she eventually stopped responding completely. We never got our money back.

  
  

   

  
  

  
  
  
  
  
  
  
  
  Desired Settlement:
  Billing Adjustment
  
  
  
   
  

  
  
  
  Additional Comments from Consumer:
  
  

  Bureau Response

  Date: 07/18/2023

  Jaine-Ann *******
  Maryland State Doulas 
  

  **** ****** **
  ******* ** *****
  
  
  
  
  
  Dear Jaine-Ann *******:
  
  
  
  This message is in regards to a complaint submitted to BBB about your business on 6/27/2023 by Sara ******.  This complaint was assigned ID *********
  
  
  
  BBB is informing you that this complaint has been closed as UNANSWERED.  Multiple communications have been sent to you about this matter; however to date, we have not received a response.
  
  
  
  You should be aware that your lack of response is now reflected in BBB's rating of your company. You can view your revised BBB Business Profile on our website at ****************
  
  
  
  BBB helps resolve disputes between businesses and its customers. We welcome the opportunity to amend your BBB Business Profile upon receipt of your company's written response and resolution of the dispute.
  
  

  Sincerely,

  
  

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

  
  

  Bureau Response

  Date: 07/18/2023

  Sara ******
  
  *** ******** ***
  ********* *** *****
   
  
  
  
  Dear Sara ******:
  
  
  
  This message is in regard to your complaint submitted on 6/27/2023 against Maryland State Doulas.  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: ###-###-####

• Initial Complaint

  Date:06/29/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/28/22, we signed a contract for doula services with Maryland State Doulas (MSD) and completed payment in the amount of $2,060. ******* ******** was scheduled to provide care after my scheduled C-section delivery on 8/25/22 (12 hours in the hospital post-birth, post-partum care, lactation support, and pre-birth meetings). These services were not completed and we didnt receive a refund as promised by ***. ******* didn't show up on my deliver day. After several hours of waiting at the hospital, we called ******* and she told us that security would not let her in. We later learned that she was not a registered doula at the hospital which was odd. She also noted that she no longer worked at *** and suggested that we reach out to ******* *******, the owner, for a refund. We reached out to ******* on August 28, 2022, to discuss the situation and request a refund for $2,060. ******* apologized and said a refund would be issued within 7-10 business days through our original form of payment. She also noted that ******* was currently employed with her, which was contradictory to what was shared. She sent an email confirmation for the refund on 9/16/22, which was never received. Note, the attachment that said the refund was $1,400 which was incorrect. First, she said there was something wrong with her software. Then, she promised to issue a refund by mail, again stating that it would take a week. Several weeks later, no check was received. We reached out again via email, text and left messages. She finally responded and said our refund would be sent by certified mail. We waited again, and still nothing. ******* proceeded to ignore us, including phone calls that appeared to be blocked or forwarded, voicemail messages, texts, and emails over several months. We also called ******* to ask if she could contact *******, but she said she had no details. We were scammed and would appreciate your help with obtaining a refund and noting that *** is a fraudulent company. Thank you.

• Initial Complaint

  Date:06/14/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a contract with this company to help with ***** care support via a sibling doula while I was having my second ****** The contract was initiated on 1/16/23 to help prepare for the birth of my second ***** on *******. It was suppose to begin when I was 36 weeks pregnant which was 4/27/23. They failed to provide any support once I reached that time in my pregnancy. When I reached out to them, they waited one week to respond and told me that I was going to have a different sibling doula. The sibling doula did not call me. I reached back out to the manager, and told them I was not happy and wanted a refund due to never having any services. She said she would issue me a refund but never did. I have attempted to reach out to them further and they have not responded.

• Initial Complaint

  Date:05/03/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Maryland State Doulas (MSD) effectively stole $3,234 from me & my wife in Dec 2022, then ignored us with no calls or useful email updates for months, then stated they didn’t have doulas for us 3 weeks before services were supposed to start in Apr 2023, then MSD stated on Mar 28th they’d refund us & that we’d receive a confirmation receipt soon, now it’s been more than a month since talking about a refund and they just stopped responding to emails altogether with no refund in sight.
  
  I normally give people/companies some grace in situations that can be out of their control, but every chance where I’ve given leniency, MSD has taken advantage by not providing services, communications, or a refund.
  
  We’ve (my wife & I) asked MSD multiple times to call us to resolve issues/answer questions we had regarding our doula support, etc. for months (Dec 2022 – Apr 2023), they have never called us.
  
  We’ve asked MSD for status updates on our doula services & our refund multiple times for months. They only responded sparingly, & never emailed us without us emailing them first.
  
  MSD has repeatedly stated empty promises such as “the refund check is in the mail” or “we’re going to set up a call for you to meet your doula support team next week”, to date we’ve received nothing and no meetings.
  
  I have never dealt with a company this dishonest or disorganized. They are in the business of providing comfort & care for new mothers/families that are sleep deprived & hurting, & they are utterly failing at basic care to provide support. They should not be in this business.
  
  We want our refund. I never want to interact with this company again. I will actively tell others to avoid this company via online reviews, etc. We will escalate if we don't get our our refund. They stole our money & provided no value in return (actually negative value because I’m having to spend time getting my refund back that could go towards caring for my baby & wife). This is wrong & MSD needs to fix this.

• Initial Complaint

  Date:04/20/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our complaint is that merchant claims to have refunded to our credit card $6,561.00 as early as 2/9/23 and as recently as 3/28/23 for services multiple representatives of the company admit were not rendered but they are lying: they have never returned payment to our card. We have been defrauded. The details are as follows: we were contracted for 18 overnight stays with a childcare professional known as a doula. This person was hired to help us directly care for our newborn baby in our home starting as soon as he was brought home from the hospital. Specifically, we were contracted for that professional to be ******* K. ******** the CEO and [now former] Head of Care at Maryland State Doulas, LLC . The contract was executed the day we remitted payment to Maryland State Doulas, LLC and care was to begin upon the birth of our son. In-home care was expected to begin on or around 1/5/23, his original due date. Instead, he was born *********** so services were to begin shortly thereafter.Due to extenuating circumstances reported to us at the time by Ms. ******** we never received any direct doula care from Ms. ******* and on 12/19 and 12/21 had a substitute doula for two partial nights. That doula arrived sleep-deprived (which she openly told us), could not adequately care for me or my baby, and ultimately left our home in the middle of her shift. This was in violation of the contract for overnight care. There has never been another doula from MD State Doulas in our home since 12/21/22.*We received a Quickbooks receipt for a refund dated 2/9/23.* That receipt does not show reimbursement for the full deposit. I disputed the withheld amount ($720, the fee for 2 nights) with Ms. ******* through email. She agreed in writing for a full refund and she and office manager *****-*** ******* repeatedly asserted in writing that they reversed payment to our card, but we have NEVER actually received the refund to our original form of payment. Please contact me w any questions

• Initial Complaint

  Date:04/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am having difficulties getting a response and a refund from Maryland State Doulas. I paid a total of $3295. I paid the first installment of $1600 through Discover on 01/04/2023 (invoice #****). I paid the second installment of $1695 through **** on 03/14/2023 (invoice #****). (On #****, I was overcharged by $95 dollars; the company said that they would issue me a refund that has yet to come.)Section II.7 of the contract promises that the doula will be on call 24 hours a day. The website also promises 24/7 support (see Appendix J). Section I.1 of the contract promises that Maryland State Doulas will provide two visits prior to the birth at which the parties shall discuss a proposed birth plan that reflects the needs and desires of the birthing person. I have attempted to set up the first of two promised appointments; my doula has failed to attend both. I selected the Labor Doula Support + plan (attached), which includes the possibility of classes. On 01/02/2023, I reached out about the classes that are advertised on their website. The first time I tried to sign up, they said that there was a problem with their website update. There are still no classes available for sign up (see Appendix I). On 04/07/2023, I emailed my doula and the company detailing how *** has not honored the contract. I have formally requested that the contract be terminated and that I receive a refund for services not rendered. (I have attached a copy of the email and appendixes I sent.) I have not received a response to my texts, calls, or request email. Due to possible complications, I may be less than 9 weeks away from my due date. I am so upset about this situation. It is not fair that a company promising to provide pregnancy and labor/delivery support and care has caused so much stress and frustration.On the grounds that the contract has not been honored/fulfilled, I formally request that the contract be terminated and that I receive a full refund of $3,296.

  Customer Answer

  Date: 04/12/2023

  Hello, 

  I have added a compressed file. You should have access to seven attachments. 

  ********* McCourt 

   

   

  Business Response

  Date: 04/13/2023

  In response to statements by the customer: 

  - The contract ********************* that 2 prenatal visits will be performed. It does not specify the timeframe. As the client is over 3 months from their due date, completing a first prenatal at this stage is a courtesy, not an expectation. Cancellations do occur for prenatal visits when labor doulas are at births, or there are extenuating circumstances, in which case new visits are promptly scheduled, as they were for the client. 

  - The second cancellation was due to the visit not being visible on the calendar, and conflicting with the doula's off schedule (Good Friday holiday) as a tech issue. 

  - The issues signing up for classes had been resolved by both the backup doula, who the client was in communication with, as well as the office manager with dates of issue stated to the client to choose from

  - While we are sympathetic to clients' needs and statements of accessibility, we are careful to point out in our contract that while a doula is on call, that doesn't mean they are fully responsive by text 24/7 until full term (36 weeks). It is common and expected to have lapses in communication during periods of time when a doula is out of office, on vacation, etc. 

  - The client was in contact with the backup doula to mention needs as well, who was fully responsive, as contractually assigned. 

  - The client is voluntarily severing the contract, though no breach of contract has occurred, and the main and backup doula are fully available to provide assurances and contractual visits and care as stated. The contract is with Maryland State Doulas, not an individual doula, and the client. As such, as no breach of contract was completed, we endeavor to continue working with this client as proposed via email the following ways: 

  - Change the primary doula for the client to the already established relationship with backup support as the main doula, and reassign a new backup

  - Assistance scheduling classes and prenatal visits within the calendar week with the new primary doula. 

  - The client submitted a complaint to the BBB without giving ample notice after a request for cancellation. BBB complaint was submitted on the Tuesday after the Easter Monday holiday; the initial ask for a refund was Saturday. The doula responded via email below that this request was not received until Tuesday as the doula was out of office for the holiday weekend. We request this complaint be withdrawn, as the client did not give ample time to the business to respond in light of the holiday and given notice of communication timeframes. 

   

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19924988
  
  I am rejecting this response because:

  I am not over 3 months away from my due date. My due date is July 4. Furthermore, due to complications, I was told to prepare for the possibility of a planned C-section at 37 weeks, which would be June 13, which is 2 months away.
  The first prenatal visit was scheduled for 9 am on 03/23/23. I received a text message at 8 am that day canceling the meeting due to a family emergency. However, I had already taken off work, so I have lost leave.
  On 3/27, I emailed my doula that I rescheduled the Virtual Prenatal Visit for 4/7 at 11 am. On 3/28, my doula responded that she saw the appointment (see attached); therefore, this was not a technical or scheduling issue.
  Issues about signing up for classes have not been resolved.
  I have never talked to my backup doula or the office manager about signing up for classes at ***.
  The only conversation I have had about having trouble signing up for classes was with my doula/*** CEO on 01/02/23.
  Dates for the Childbirth Express class were provided without information on how to sign up.
  The information for the following 4 classes advertised on the *** website was not provided: Natural Birth Series, *********** 101, Breastfeeding 101, and Comfort, Communication, and Positions Workshop were not provided.
  The website still does not offer a way to sign up for classes.
  The website does not state the 24/7 On-Call Support is conditional.
  Section II.7 of the contract states that the doula will be on call 24 hours a day starting after the contract is signed.
  There is no mention that 24/7 support does not start until 36 weeks.
  *** did not provide contact information for the backup doula.
  I was curious about hypnobirthing and remembered that I saw that on my backup doulas profile. Realizing that I have never been provided a way to contact my backup doula, I researched her further and found a way to contact her online.
  As stated above, I believe that there have been multiple breaks of the contract and poor business practices. Furthermore, *** and my doula promised care and support, a way for this time to be less scary and stressful, but the past month has been frustrating.
  I do not have an established relationship with the backup doula. The only communication I have had with her was communication I initiated after finding her contact information online about hypnobirthing and an email I sent her on 4/7 to see if she knew why my doula was not present for my Prenatal Virtual Visit.
  After today, with possibly less than two months to go to my birth date, the idea of starting from scratch and trying to find a new team is daunting. Additionally, I cannot afford to keep taking off work in hopes that my doula will be able to make a meeting.
  The *** complaint response did not address the fact that on 3/28 I was told that I would receive a $96 refund from being overcharged (see attached) that has yet to be received.
  I emailed my doula and *** about my concerns and full refund request on 4/7 at 12:56 pm.
  I waited to receive a response to my texts, calls, and email from my doula and/or *** until after general business hours on 4/12.
  After not receiving a follow up text, call, or email, I submitted my complaint to the BBB at 7:30 pm on 4/12.
  My doula responded to my 4/7 email at 11:11 pm on 4/12.
  I was not informed that my doula would not be available, and an alternative plan was not offered. In fact, in her 4/12 email response she stated that she did have remote access (see attached).
  I responded to my doulas 4/12, middle of the night, email response, on 4/13, saying, I appreciate your response. I do not want to continue with the agency and am continuing with my request for a refund.
  After a loss of leave, lack of clear and communicative support, a shrunken timetable, and a missing refund, the contract has been broken. I feel that it is unfair for me to be expected to try to make the contract work a second time with new people. I excitedly began this journey in December, now it is the middle of April and am being asked to figure out a ****** and C and attempt the contract agreement for a second time with new people. I feel like I am being asked to sacrifice more in hopes that my next experience might be better. Considering everything, I feel that this is an unfair ask and that a burden has been placed on me by a company that pledges support and care. Therefore, I am still pursuing a full refund of $3,296. 
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:03/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Maryland State Doulas for doula services for the birth of my baby in may 20222. They charged me 1850 5.16.22. They took another 950 from me wrongfully by debiting my card again. Bank of America had to refund my money. My doula failed to show up for the birth of my baby on 11.28.22 and I was promised a refund of 500 but I never received it. The owner of this company is very dishonest and she has done this to many other women and it is very unfortunate.

  Business Response

  Date: 03/31/2023

  Dear Kelsey,

  As the new owners of Maryland State Doulas, we have reviewed the complaint and the evidence of payment refunds submitted on part of our former owner. It appears the refund was held in Stripe processing. I have reviewed the dispute for the promised return of $500.00 in funds and have attached proof of compliance, which should release these funds to you directly. 

  Part of our mission is to make clients feel protected and provided for, and that their concerns are valid and heard by us. Should you have any issues, questions or further needs, please reach out to me directly at ********************************* We are sorry to hear of your previous experiences with our company, and are looking forward to a bright future of integrity and trust building within the community.

  Sincerely

  Jaime**** 

• Initial Complaint

  Date:02/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/25/22, we contacted Maryland State Doulas to get more information on their doula services. On 11/29/22, we had our initial consultation with Heather ******** owner of Maryland State Doulas, via Zoom and subsequently moved forward with hiring her.
  
  On 12/10/22, $1,800.00 was paid, then no response from Heather for 3 days following. On 12/13, we contacted Heather and arranged a Labor Doula Consultation with Director of Client Care-Heather ******* on 12/16 at 9:30am. Heather cancelled the appointment by text message on 12/16/22 at 8:02am. We contacted Heather again on 12/18/22 as there had been no response regarding rescheduling the appointment.
  Heather promised to get back to us the following day in regards to rescheduling. On 12/19/22, we reached out again with no response. On 12/19/22, we requested for the contract to be cancelled and for a refund to be issued.
  
  On 12/20/22, Maryland State Doulas sent a nullification of contract document and information regarding a full refund. According to the document, the refund should have been processed within 7-10 business days.
  After numerous attempts to contact them via email and text, we were informed on 1/6/23 that the refund had gone through their Quickbooks account but was still pending on their end. Heather promised over text message to check the status of the refund and follow up with us, but she never did. On 1/19/23, she offered a refund in the form of a check. We asked for it to be a cashier's check because of the issues we were facing, but there was no confirmation that any check was mailed to us, nor has any check been received.
  
  Finally 1/19/23, we informed her we would be disputing the charge through the credit card company, and she stated she would "HAPPILY comply with any cc dispute", which she has not done. The CC company is unable to assist, despite the proof that the merchant has agreed to a full refund.
  
  I have 25 pages of supporting documents that establish the contract was declared void.

  Business Response

  Date: 03/01/2023

  The client, Shannon ******** entered into a contract with Maryland State Doulas  for Cesarean Support. The contract term states the following will be
  provided:
  - on call availability for questions during WORK HOURS Monday - Friday, 9 a.m. - 5 p.m.
  - 2 prenatal visits prior to 36 weeks of pregnancy over Zoom or in person
  - Cesarean birth attendance
  Once contracted, several texts and documents were sent, every other day, between late
  November and early December to the doula for questions and support. A prenatal visit was
  scheduled for early in the pregnancy in December.
  Note: This is typically far earlier than we would schedule a first visit. The family asked for this
  visit to be in person, though our first prenatal is typically over Zoom.
  The day of the prenatal, the doula was at a birth client’s labor, and the family was contacted to
  reschedule via the text line, and notified that when home and rested, she would reschedule.
  The labor was a 3 day birth. The family reached out to reschedule with the doula at 10:00 p.m.
  of the 3rd day, who let them know she had just returned home and would follow up the next day
  to reschedule.
  Note: two of the dates that the doula was at a birth were weekend dates. The family reached out
  at 10:00 p.m. on a Sunday, non-work date, to reschedule.
  The next day, Monday, the family used the text line to request a cancellation of their contract,
  citing that the doula wasn’t meeting their communication needs.
  Note: Though many messages were received out of the boundaries and scope of doula support,
  the doula was responsive, professional, and followed up with all contractual obligations.
  As per our contract under clause 13: In the event a family should choose not to continue
  engaging with their doula for their birth preparation after the signing of this contract voluntarily,
  and in absence of breach of contract on part of Maryland State Doulas, or the chosen doula, the
  entire fee for service will be retained by Maryland State Doulas.
  We are instating our no refunds policy, as we believe the family had unreasonable expectations
  of support and that all support timelines and commitments were upheld by both the doula and
  Maryland State Doulas.

  Customer Answer

  Date: 03/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The claim that the doula is only available during work hours is invalid - per the contract that we signed, under Clause II, Section 7. "The doula will be on call 24 hours a day starting after the contract is signed."  Regardless of any circumstances on the doulas end, there were repeated cancellations with no urgency to follow up with us, even when multiple days were given for response to when we would get a rescheduled appointment for meeting.  The meeting after we paid was arranged and scheduled by the doula, not us, so again the claim that it was outside of their scope of care is false.  Additionally, the fact remains that there is proof via email and text messages with Heather that the refund would be issued and was in process via Quickbooks, then there was an issue, then a check was offered, nothing was ever sent, then we advised of a dispute with our CC company to which she would "HAPPILY comply", which is not the case, which is why we are now here.  Again, I have the entire record of messages as well as the email chain.  Again, there is no point in the contract that states any sort of business hours - it simply states ON CALL 24 HOURS A DAY.

  
  
  
  Sincerely,
  
  
  
  Andrew *******

• Initial Complaint

  Date:01/24/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the transaction: 09/20/2022
  Transaction amount: $2,000.00
  The business committed to provide me with doula services, but I never received them. The company agreed to provide me with information for a back-up doula. I was able to pick the first doula but that is where communication stopped. When I was selecting my first doula, I noticed inconsistencies with the doulas profiles that were sent to me. Years of experience and certifications did not match the actual doula's experience. I requested back-up doula information several times via email to move forward with the process and services but there was a complete lack of communication from their part. My credit card was also charged multiple times after I had paid the full payment amount. The merchant stated her company was hacked. When the first charge of $1,000.00 happened, she stated she would take care of it and provide me with receipts of the reversal but I never received any sort of proof. Then I got charged another $1,000.00 so I put in a dispute with my credit card company. I requested a refund from the company due to the lack of communication, multiple extra charges that the merchant states were from the system being hacked, and the inconsistencies in the doulas profiles. I did not hear back from the company about the refund and I did not have faith that I would hear back soon since over three weeks had passed without communication, so I decided to put in a dispute with my credit card company for the original charge. I heard back very quickly from the merchant after I put in the dispute. She then provided the credit company with an electronic signature on a contract, that I did not authorize or sign, as proof that I knew about a non-refund policy. I was never told about a non-refund policy verbally or in writing. The date that was put on the contract was a date after I had put in the dispute. I kept in touch with the first doula that I picked and she shared with me that many of her clients had the same complaints about the merchant, which made me even more worried and the reason I put in a dispute with my credit card company. The response from the merchant was less than professional, to say the least. I am still in the process of disputing the charges since I never received ANY services from the company and it is completely unjust that I have to pay $2,000.00 for nothing. I have attached all correspondence between the merchant and I.

  Business Response

  Date: 01/25/2023

  We are sorry to hear that this client is dissatisfied with their refund processing. Per request, we cancelled support for the client as well as complied with the incorrect/unauthorized funds request sent by the client through a dispute with Stripe. We complied with the information and steps from the bank through Stripe and gladly communicated with the client privately to ensure a refund. For the initial payment, we processed a half refund. As per our contractual clause, elective refunds are applied on a case by case basis or denied, as a doula has reserved time on their calendar and turned down other clients to support them. All contractual obligations were being upheld by Maryland State Doulas and the contractor serving the client. We have submitted refunds as well as provided documentation expressing our willingness to work with this client on their dissatisfaction, though they willingly and electively cancelled support that was being upheld to the standards of care abided by the contract.
  
  
  
  
  
  
  
  We will attach proof of refund submission and documented steps we've taken to satisfy the request of this client.
  See Attachment/File: 6315f6c437d723db4021bc22 1.pdf

  Customer Answer

  Date: 02/03/2023

  
  I am rejecting this response because: I got a refund for the two separate charges of $1,000.00, totaling $2,000, that the merchant claimed was due to her business being hacked, but not the original $2,000 payment. I got charged $4,000 total but only received back $2,000 after I put in a dispute with my credit card company for the "hacked" amounts. The merchant confirmed that I got a refund privately, but only for the "hacked" amounts. The primary doula I picked had a client scheduled for 1/7/23 and my due date was 1/8/23 so the doula was already booked for that period of time. I was assured verbally during our original meeting that doulas only receive 1 client per month to assure that they will be present for the birth. When I mentioned it to the merchant, she states she said 1 to 2 but that is not what I recall. The doula I picked also expressed frustration being booked with due dates so close together. I knew there would be a good chance I would be dealing with my back-up doula because of this. However, I did not get to pick a second doula so the contractual obligation was not met. I requested back-up doula profiles multiple times and never got a response. My primary doula reached out to me to see if I would like to continue with services, which I was agreeable to at the time, but told her of the lack of communication from the merchant about the requested back-up doula information. I also expressed concern to the doula about her having clients scheduled so close together, the inconsistencies I found between the doula profiles and their actual experience and certifications, and the extra charges. The doula told me many of her clients experienced the same issues with this merchant. I can over look one or two of these things but the multiple issues made me not want to move forward with services. I called the merchant requesting a refund and I also sent a detailed email outlining my multiple issues which made me not want to move forward with services. I did not hear back until I put in a dispute with my credit card company, to which the merchant stated, "You filed a dispute for the original payment instead of waiting for the refund we processed" (this response is in the attached forms from a text conversation with the merchant). The refund was never processed. The dispute was closed and my credit card company stated they wouldn't credit the dispute because the merchant sent in a contract with my signature on it stating I knew of a no-refund policy. The merchant signed the contract electronically on my behalf without my permission. The date that was used on the contract was a date after I filed the dispute, showing it was not me who signed it, because why would I sign it if I was requesting a refund and made it clear that I did not want to move forward with services. The merchant states they will attach proof of refund but I do not see those attachments. I was willing to work with the business when I requested the back-up doula information several times, but the lack of communication was the last straw for me. I encountered a lot of stress dealing with the company and by that point I just wanted to focus on being as stress-free as possible for my third trimester. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 02/07/2023

  Maryland State Doulas maintains that we have complied with all documentation and responses requested by the client, submitted sufficient evidence to her request for refunds, especially to the disputed and incorrectly drawn funds. This client is welcome to submit another dispute with her bank or card, as we complied and agreed with the withdrawn charges for both of her complaints. 

  Customer Answer

  Date: 02/09/2023

  
  
  \I am rejecting this response because: False documentation was sent into the credit card company by the merchant. The dispute was not granted to me because of this. The attached document confirms that I did not receive a refund for the original amount charged. I was trying to avoid taking this to court but it looks like since the merchant will not grant me a refund, I will have to proceed with that route. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 03/01/2023

  As we're a small business with the desire to provide transparency, and in light of your comments regarding 'feedback from BBB complaints', I want to outline the following: 
  

  First, no information that was inaccurate was sent to your cc company. They asked for a copy of our contracts - which were sent over and reviewed by your card company. 

  
  1. Your contract, and those of many who are disgruntled on BBB, is with Maryland State Doulas, not an individual doula. You'll notice in your signed contract, the following stated that you signed acknowledgement of: 
  
   The doula that is on call will attend the birth.  If the doula can’t attend, the back up doula will attend.  
  
  We regret that shifts in care are sometimes made, and that families may have an inclination towards one doula, however, please not that you are hiring Maryland State Doulas, who is providing support with a high caliber, certified and credentialed doula for support. Your contract does not explicitly state that you are conditionally only working with one doula. 
  
  
  2. Many families also neglect to notice that you are reserving a slot within the company of time and contracted support, and such, we do not regularly offer refunds. This is also stated explicitly in your contract: 
  

  ELECTIVE CANCELLATION OR SUSPENSION OF SERVICE: 
  18. In the event a family should choose not to continue engaging with their doula for their birth preparation after the signing of this contract voluntarily, and in absence of breach of contract on part of Maryland State Doulas, or the chosen doula, the entire fee for service will be retained by Maryland State Doulas. 
  
  Please note - in this instance we have not violated or breached any element of our contract with you, and are providing a refund in the spirit of goodwill.
  
  Many of the complaints/frustrations on BBB are due to elective cancellation stemming from a client not fully reading or realizing the contract and its stipulations. Here are some ways that we attempt to eliminate this possibility: 
  
  - sending a 'what to expect' client lounge packet immediately upon hire 
  - creating clear and concise expectations within both our consultations and contracts 
  - communicating with our team to ensure that all members are providing accurate scope of service and language to describe the service reserved and provided. 
  
  
  It does not, in any way, make us untrustworthy or dishonest, or unfeeling to uphold our business standards and protocols. We do not have any sway over families disregarding these concepts and complaining to the BBB, and would welcome your freedom of consumer speech to do so as well! However, it feels disheartening as a small business working diligently to serve and support families, to see these complaints after providing business contracts, steps and procedures for the ongoing health and preservation of our business standards. 
  
  
  Hearing your feedback and others, we will implement the following resolves with new clients:
  
  
  - a contract meeting to verbally confirm and review all clauses and understanding 
  - initial marks next to each clause for both parties to sign