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Complaint Details
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Initial Complaint
06/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Veteran’s Care Coordinator represented itself as being a part of the VA to help us with processing my moms VA benefits for home health care. At no point did they reveal that they were actually a separate company “working on my mom’s behalf “. They have withdrawn + $7,000 from my mom’s account and we have yet to be able to use the funds. I just found out today from another VA family that I could have used those funds to pay the care givers I’ve been paying out of pocket until Veterans Care Coordinators helped us find someone that was VA approved. This is a total mistrust of my elderly mom and I and has put a huge strain on our family. I want her funds returned as soon as possible. I was told by Jennifer at the company on several occasions that this is how things are done for VA. Never did she disclose that she was working for a separate company.
Business response
06/23/2023
Thank you for taking the time to share your feedback with us. We appreciate all forms of input, as our mission is to make it easier for Veterans and surviving spouses to age at home, and we take this very seriously. However, after carefully investigating the concerns raised in your review, there might be some confusion or misinformation involved.
We want to clarify that your description does not align with our services. The money withdrawn from the account was to pay for the care your mother already received as outlined in the agreement signed by your mother on 12/09/2022. Our company advanced funding for care between the months of 12/2022 through 05/2023. Home Care was received by your mother in both St. Louis and Indianapolis that was funded by VCC. When the claim application was approved on 05/2023, the retroactive payment for this period was used to pay for care already received. We did not withdraw any funds until the retro was deposited into your account. Also, we do not require VA-approved caregivers, have listened to recordings of your calls, and have never claimed to be part of any government agency.
There has been a misunderstanding that we can assist you with quickly, and we have reached out to you to address this matter but were hung up on. Our team is always available to address any questions or resolve any issues you may have experienced. Your satisfaction is important to us, and we want to ensure your concerns are handled appropriately. We genuinely apologize that there was confusion or inconvenience caused.Initial Complaint
02/07/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
My mom was approved in December 2021 to receive aid for care giver services. As of today February 7th 2022, she’s never had a caregiver yet the company has taken money from her account. In December we were told they have someone and as of today claim they’re still trying to find someone. I don’t know who is getting paid for no services rendered. February 1st we gave 30 day required notice to terminate the agreement. However we feel a full refund is due for December and January since no service was ever received.Business response
02/14/2022
I spoke to ***** on February 8th, and we came to a refund agreement, the refund was submitted to her mothers account on February 9th, 2022. I called the consumer and left a voicemail informing them we submitted the refund as promised, we did not receive any reply from the consumer. We will continue to reach out to the consumer to confirm the receipt of our refund.Customer response
02/14/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *****
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.