Assured Care Inc.

In Response to Mr*** ***'s complaint,
Again, Assured Care has notified Mrs*** regarding her past due balance and feel that we have been very patient and considerate to Mrs*** as we care for her well being. We also believed that she would eventually satisfy this debt.
Mr*** has stated in his first response that it was his belief our agency was trying to defraud his motherI cannot comprehend that someone who truly believed that would want the agency to continue providing care
We also keep billing records and year end statements we will provide if neededMr*** *** was offered payment arrangements during a phone conversation with Mr*** and also again was offered to set up arrangements in a certified letter sent to *** by the agencyThose offers are still available at this time. However, the offer will expire as of November,30th
Regards
Mr*** ***
President

Responding to Mr. [redacted]'s complaint, Assured Care, Inc. has previously contacted Mrs. [redacted] by phone regarding her past due account. She has also came into the office and discussed it with George. Mrs. [redacted] stated she would bring the account up to date which has not happened yet....

Since she has been a valued client for the past 6 years, and we have had a good business relationship, it is our belief that she had a sincere intention of eventually catching up on her accrued balance. We did not commence to charge her the $25.00 late fee on any of her invoices. It is also our understanding that her Long term care insurance has reimbursed her for every invoice, yet we have not been fully reimbursed. Assured Care did not wish to cancel service as Mrs. [redacted] has expressed how much she loves her caregiver [redacted], and doesn't know what she would do without her. This is very disheartening to us. Unfortunately it is out of our hands since [redacted] is POA he has stated that he has no intention of paying the past due services rendered on his mothers account, reasons being he does not like our billing system. Since [redacted] has stated he has no intention of paying for her services, and has not accepted the payment arrangements we have offered him we had no choice but to end service as of October 2, 2014. Mrs. [redacted] has received statements every year regarding her past due amounts. We have copies of those and certified copies have also been sent to [redacted] regarding this matter. The last date of contact to Mrs. [redacted] was on September 11th and we have not contacted her since. However, she has left a voice mail for us to contact her, we have not responded due to her son's request. Ironically he told us not to cancel service but he wasn't going to pay for it either.

I am rejecting this response because:
  Again, my mother/ Mrs. [redacted] has stated that she was never contacted by Assured Care regarding any past due charges, nor has she ever been to the office of Assured Care for this reason.
  I have the copies of the invoices from August 6th of 2008 to October 2nd of 2014, none of these reflect any past due amounts. I have the year end statements from 2009 to 2013 (that were used for tax purposes) none of which show past due charges.
  In my conversation with Mr. [redacted] a repayment schedule was never offered nor did his letter offer a repayment schedule.
  I have repeatedly requested a written explanation why any unpaid balance was never addressed in an invoice to Mrs. [redacted] and I have never received an answer to that question. I still find it very unusual that any business would allow an unpaid balance to accumulate for 6 years let alone one billing cycle. 
  Sincerely, Mr. [redacted].

Review: I am writing to file a complaint against Assured Care Inc. Assured Care provides in home assistance care for Seniors. My mother Mrs. [redacted] has employed their service since August of 2008. Mrs. [redacted] is 92 with a sound mind and lives by herself. She receives 3 hours a week in housekeeping assistance through Assured Care. I represent my mother as her agent through power attorney. I have reason to suspect Assured Care of attempting to defraud my mother. I have recently began handling the monthly bill payments for my mother. I called the agency on 9/12/2014 to inquire if the service for August for had been paid. The bookkeeper informed me Mrs. [redacted] was past due $1,630.13 in service fees. I stated I would not pay this amount without proof. The reason being that Mrs. [redacted]'s monthly invoices never included any past due notice. The proof provided was not satisfactory to warrant payment. On 9/15/2014 I faxed the agency a copy of the power of attorney document and requested all further communication and billing be directed to me. The next morning the co-owner and the bookkeeper were at Mrs. [redacted]'s door requesting she sign documents. My mother did not understand the nature of this request and demurred to me. I have requested an written explanation why Mrs. [redacted] was never notified of past due charges on her monthly invoices and why these charges where allowed to accrue. I have not received this information. I have been informed that service will be terminated 10/2/2014.Sincerely, Mr. [redacted].Desired Settlement: That Mrs. [redacted]'s account with Assured Care be amended to a zero balance.

Business

Response:

Responding to Mr. [redacted]'s complaint, Assured Care, Inc. has previously contacted Mrs. [redacted] by phone regarding her past due account. She has also came into the office and discussed it with George. Mrs. [redacted] stated she would bring the account up to date which has not happened yet. Since she has been a valued client for the past 6 years, and we have had a good business relationship, it is our belief that she had a sincere intention of eventually catching up on her accrued balance. We did not commence to charge her the $25.00 late fee on any of her invoices. It is also our understanding that her Long term care insurance has reimbursed her for every invoice, yet we have not been fully reimbursed. Assured Care did not wish to cancel service as Mrs. [redacted] has expressed how much she loves her caregiver [redacted], and doesn't know what she would do without her. This is very disheartening to us. Unfortunately it is out of our hands since [redacted] is POA he has stated that he has no intention of paying the past due services rendered on his mothers account, reasons being he does not like our billing system. Since [redacted] has stated he has no intention of paying for her services, and has not accepted the payment arrangements we have offered him we had no choice but to end service as of October 2, 2014. Mrs. [redacted] has received statements every year regarding her past due amounts. We have copies of those and certified copies have also been sent to [redacted] regarding this matter. The last date of contact to Mrs. [redacted] was on September 11th and we have not contacted her since. However, she has left a voice mail for us to contact her, we have not responded due to her son's request. Ironically he told us not to cancel service but he wasn't going to pay for it either.

Business

Response:

In Response to Mr. [redacted]'s complaint,

Again, Assured Care has notified Mrs. [redacted] regarding her past due balance and feel that we have been very patient and considerate to Mrs. [redacted] as we care for her well being. We also believed that she would eventually satisfy this debt.

Mr. [redacted] has stated in his first response that it was his belief our agency was trying to defraud his mother. I cannot comprehend that someone who truly believed that would want the agency to continue providing care.

We also keep billing records and year end statements we will provide if needed. Mr. [redacted] was offered payment arrangements during a phone conversation with Mr. [redacted] and also again was offered to set up arrangements in a certified letter sent to [redacted] by the agency. Those offers are still available at this time. However, the offer will expire as of November,30th 2014.

Regards

Mr. [redacted]

President

Consumer

Response:

I am rejecting this response because:

Again, my mother/ Mrs. [redacted] has stated that she was never contacted by Assured Care regarding any past due charges, nor has she ever been to the office of Assured Care for this reason.

I have the copies of the invoices from August 6th of 2008 to October 2nd of 2014, none of these reflect any past due amounts. I have the year end statements from 2009 to 2013 (that were used for tax purposes) none of which show past due charges.

In my conversation with Mr. [redacted] a repayment schedule was never offered nor did his letter offer a repayment schedule.

I have repeatedly requested a written explanation why any unpaid balance was never addressed in an invoice to Mrs. [redacted] and I have never received an answer to that question. I still find it very unusual that any business would allow an unpaid balance to accumulate for 6 years let alone one billing cycle.

Sincerely, Mr. [redacted].