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Carestar of Indiana

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Reviews Medical Case Management Carestar of Indiana

Carestar of Indiana Reviews (13)

I apologize profusely for how this whole situation was handledWe've been a bit short staffed and working on expanding and moving to a new facility etc but there is no excuse for the lack of communicationA full refund has been issued and again I'm sorry for the inconvenience

Response to case ID# [redacted] CareStart Clinical Director Barbara C [redacted] received a telephone call from Mrs [redacted] regarding her son [redacted] *** CareStar provided Family Support Waiver case management services to [redacted] beginning 7/23/ [redacted] had a waiver authorization terminated 3/6/ A requirement of continuing Waiver services is that the individual and or guardian must meet with the case management provide every days CareStar was unable to ensure that that requirement was met and there for recommended termination of waiver services to area Bureau of Developmental Disability office Since Mrs [redacted] contacted CareStar a CareStar case manager has met with the family Per BDDS guidelines, Mrs [redacted] must re-apply for a Family Support Waiver BDDS has communicated the guidelines to Mrs***See documentation below: Follow up: Erika C***/CM/CareStar has attempted numerous times to contact [redacted] ***/Guardian/Mother of [redacted] ***/Individual as well as the providers in order to maintain the quarterly/annual meetings The family has not responded to any of the teams messages/letters Future action: The CM will staff the case with the Clinical Manager.Follow up: On 11/10/16, Erika C***/CM/CareStar emailed Jennifer P***/Clinical Manager/CareStar regarding the CM and provider not being able to maintain contact with [redacted] ***/Guardian/Mother of [redacted] ***/Individual The team has continued to attempt to contact the family since the May quarterly meeting and has been unsuccessful Future action: The CM will continue to attempt to contact the family.Follow up: On 10/26/16, Erika C***/CM/CareStar spoke with Erika E***/BDDS Coordinator regarding [redacted] ***/Guardian/Mother of [redacted] ***/Individual not maintaining contact with the team The provider has also attempted numerous times to contact the family MsErika advised the CM to send the family a ten day notice to terminate the waiver Future action: The CM will email Jennifer P***/Clinical Manager/CareStar regarding sending the family a day letter per BDDSFollow up: On 10/24/16, Erika C***/CM/CareStar sent [redacted] ***/Guardian/Mother of [redacted] ***/Individual the following letter: October 24, [redacted] Dear Mr./Ms***, I am contacting you to set up a 90day meeting, also referred to as a quarterly I have made several attempts to contact you by phone, email, text and have conducted an unannounced visit since our last quarterly meeting, but have been unsuccessful in reaching youYou currently have Case Management, BMGO, and PAC as waiver services on the Medicaid waiver Case Managers must follow the waiver guide line that states: Case Manager must conduct face-to-face contact with the individual (and family members, as appropriate) at least once each quarter in the home of the waiver participant and as needed to ensure health and welfare and to address any reported problems or concernsDuring that visit, there is a 90day check lists that they must complete In order to maintain your waiver status, these meetings must be completed every days During this time, I can also assist you with any issues you might be having with Medicaid or choosing other waiver providers for services If you are no longer interested in waiver services, we can assist in submitting that notification alsoPlease contact me at 513-262-Sincerely, Erika P***-C [redacted] Case Manager CareStar of Indiana Future action: The CM will follow up with the family in ten days, and if there is no response the CM will have the supervisor send a certified letter.Follow up: On 10/12/16, Erika C***/CM/CareStar attempted to contact [redacted] ***/Guardian/Mother regarding the scheduled October quarterly meeting Ms [redacted] was not available and the CM left her a detailed voice message Future action: the CM will maintain the scheduled 10/24/@ 5:30pm quarterly meetingFollow up: On 9/7/16, Erika C***/CM/CareStar attempted to conduct an unannounced visit with [redacted] ***/Individual The family was not at home and the CM left some forms for the family in their mailbox The CM received a text from [redacted] ***/Guardian/Mother stating that she received the forms but didn't provide the CM with a day and time to schedule the missed quarterly meeting Future action: The CM wil continue to attempt to contact [redacted] ***/Guardian/Mother regarding scheduling a quarterly meeting.Follow up: On 1/9/17, Erika C***/CM/CareStar sent [redacted] ***/Guardian/Mother the following email, due to the CM not being able to contact the family and maintain the scheduled meetingsGood afternoon Ms [redacted] , I hope all is well I have attempted numerous times to contact you regarding [redacted] continuing his engagement in Behavior Management, music therapy and participation and assistant care; and to schedule the quarterly meetings Please contact me at your earliest convenienceThanks and have a great day Future action: The CM will continue to attempt to contact the family 2/17/17; Follow up: Clin Mgr has attempted multiple times to contact this month with no successWill send certified letter giving days to respondIf no response, term dew will be completed Future action: Send certified letter and if no response, term dew will be completed 3/5/17Follow up: Clin Mgr JP [redacted] sent a certified letter on 2/17/and did not recieve any response within business daysClin Mgr JP [redacted] notified BDDS DSC EE [redacted] of receiving no response and proceeded with Term DEWTerm DEW completed and waiver status updated to terminate Future action: Advocare ticket completed to remove from CareStar census

The customer in question purchased a 20’ x 40’ straight walled greenhouse with a height of approximately nine to ten feet in full on 5/13/along with nine trusses, two 24” exhaust fans and two 12” circulation fansThe height can not be precise due to variation that occur in foundation
customization (our kits do not come with any foundation hardware or material and our customers are fully aware of this)The complaint filed by *** *** was received 7/6/by the Revdex.com with the ID 1***I will attempt to address the issues in a corresponding orderFirst off, as far as our delivery system, we use a third party freight shipping company to deliver our greenhouses to our customers so we have very little control over their shipping routes or schedulesWe always inform the customer that this is the case and it is clearly outline as FOB Redding, CA in the invoice they receive prior to purchaseUpon arrival, there was no documentation or mention of any damage or missing part to the kit and it was signed for and received 5/27/with its shrink wrap in tactSpring is also our busiest time of year and our customers are also made aware of our lengthy lead times during that seasonSecondly and primarily, the complaint was filed due to some miscommunications regarding the size of the greenhouse in questionAs mentioned above, our 20’ straight wall greenhouse kits have a varying height of somewhere between nine and ten feet due to foundation variationsWhen the customer had some installation questions, our draftsman sent him some reference drawings to show him how it is assembled but it is clearly marked on both the drawings and in the email they were attached to that the drawing are for reference onlyThe missing and extra pieces that the customer refers to is a simple misunderstanding of the application of said partsThe customer called for guidance and he was put on a conference call with our in house install expert who has put several hundred of these kits togetherHe was informed during that phone call that the parts that he was referring to as leg extensions were not meant for that application that they were infact part of his truss kitThis would explain why he didn’t have the connector sleeves to use them as such and was then left with some extra rail end cups and brace bands that would have been used for the trussingHe was also advised that if he raised the height of his kit that we could not guarantee that is tarp would be wide enough to cover the circumferenceAs far as the length of his purlins being too short, I have no reference drawing sent by the customer showing that he built his structure to exactly 40’I do however know that he was given enough piping for a 40’ long structure and this is all clearly signed off on the packlist attached that the customer also has in his possession When it came time to put on his greenhouse plastic, the customer admits in an email sent to our sales department that before they even unrolled it they threw a cloth tape measure over the structure and saw that their modified kit had a circumference of approximately 35’This is a couple feet more than the tarp that is signed off on the pack list (the customer mentioned seeing this as well) seeing as that size kit only comes with a tarp that 32’-33.75’ in width (varies depending on vendor) which is more than enough to even have a little extra play on our standard nine to ten foot kitThe trussing material he used to elevate his kit are 42” thus raising his kit far too high for the tarp to be wide enoughOnce again, during his conference call with our install consult he was advised not to raise his greenhouseAnd though it was clear before taking the tarp out of the packaging that it would not fit, they dragged it over their structure anyway thus making it unreturnableIf the customer had contacted us before using the tarp we could have swapped it out and just asked him to cover the difference in width which would have been maybe $However, once a tarp has been dragged over a greenhouse and through the dirt etcwe can’t resell itAs far as the trussing kit is concerned, the customer never asked nor ever seemed concerned with the trussing heightWe like to send all our kits will more metal as opposed to not enough so that the customer can trim them to the desired sizeIt is listed on our online instruction both in the suggested tool list that you will need a hacksaw or sawzall and in the written instruction that some trimming may be requiredLast but not least I suppose he mentioned the 24” exhaust fan not fitting over his door but we have customer install these all the time on either side of the door and it doesn’t affect its efficiency whatsoever nor do we have any literature on suggesting an over the door installationI believe this covers everything that was mentioned in the complaint and attached is all the documentation we have regarding the matterPlease let us know if there is anything else we can provideThank you EKG Management

I am working with our accounting department to get you your refundWe will have that check issued as quickly as possibleWe apologize for the delay and any inconvenience it may have caused

I apologize profusely for how this whole situation was handled. We've been a bit short staffed and working on expanding and moving to a new facility etc but there is no excuse for the lack of communication. A full refund has been issued and again I'm sorry for the inconvenience.

1. The customer lives in an extremely remote area where our freight carriers can not safely go so we arranged for it to be shipped to a local store.2. It was clearly written on the pack list that a few items were back ordered and that we would get them to the customer as soon as they were available....

For any other additional 'missing parts' the customer was asked to provide a list of needed material which was never provided to us.3. There are disclaimers and instruction all over our website that some pieces may need to be custom cut by the customer in order for the greenhouse to be square depending on how they decide to set up their foundation. There is also information about the tools that will be needed to get the job done.4. When we were informed that there was damaged to the tarp we asked the customer to bring it back to be swapped out for a new one free of charge.5. The 13000 is a total that includes a bunch of fans and accessories for the greenhouse. The greenhouse itself is 7920 plus tax. This is the greenhouse that was damaged by the shipping company and refused. All of our freight is FOB Redding so a claim is being filed with the shipping company.

This kit was unfortunately damaged severely by the third party shipping company that we use. All of our products are signed off as FOB Redding. However, we have went ahead and filed a claim with the shipping company to pay for the damaged parts. This kit was also purchased through a financing...

company so while we wait for [redacted] (the freight company) to refund our money for the damaged shipment, a refund check will be cut for [redacted] (the financing company) so that they my refund the customer. With all of the different parties involved its just taken a moment to get all of the ducks lined up. We apologize for the inconvenience.

This customer requested an engineered kit and the county did not approve of something to do with his site plan so the order was canceled. It is understood that the fee necessary for submitting the engineer plans Is $1400 but the rest of his deposit will be refunded.

Better Business...

Bureau:
I have reviewed the response made by the business in reference to my concern, and find that this response satisfactory but I have been told that for months. Contract was signed 3/20 deposit was made 3/21 it is now 9/28, business management has been unresponsive and still no refund has reached me. I will withdraw my complaint when I receive a check. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I have received my refund and im happy with the outcome, just not happy it has taken months and the involvement of a 3rd party to hold EKG accountable. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed    appear below.
Regards,
[redacted]

Response to case ID# [redacted]   CareStart Clinical Director Barbara C[redacted] received a telephone call from Mrs. [redacted] regarding her son [redacted].  CareStar provided Family Support Waiver case management services to [redacted] beginning 7/23/15.  [redacted] had a waiver...

authorization terminated 3/6/17.  A requirement of continuing Waiver services is that the individual and or guardian must meet with the case management provide every 90 days.  CareStar was unable to ensure that that requirement was met and there for recommended termination of waiver services to area Bureau of Developmental Disability office.  Since Mrs. [redacted] contacted CareStar a CareStar case manager has met with the family.  Per BDDS guidelines, Mrs. [redacted] must re-apply for a Family Support Waiver.  BDDS has communicated the guidelines to Mrs. [redacted]. See documentation below: Follow up: Erika C[redacted]/CM/CareStar has attempted numerous times to contact [redacted]/Guardian/Mother of [redacted]/Individual as well as the providers in order to maintain the quarterly/annual meetings.  The family has not responded to any of the teams messages/letters.  Future action: The CM will staff the case with the Clinical Manager.Follow up: On 11/10/16, Erika C[redacted]/CM/CareStar emailed Jennifer P[redacted]/Clinical Manager/CareStar regarding the CM and provider not being able to maintain contact with [redacted]/Guardian/Mother of [redacted]/Individual.  The team has continued to attempt to contact the family since the May quarterly meeting and has been unsuccessful.   Future action: The CM will continue to attempt to contact the family.Follow up: On 10/26/16, Erika C[redacted]/CM/CareStar spoke with Erika E[redacted]/BDDS Coordinator regarding [redacted]/Guardian/Mother of [redacted]/Individual not maintaining contact with the team.  The provider has also attempted numerous times to contact the family.  Ms. Erika advised the CM to send the family a ten day notice to terminate the waiver.    Future action: The CM will email Jennifer P[redacted]/Clinical Manager/CareStar regarding sending the family a 10 day letter per BDDS. Follow up: On 10/24/16, Erika C[redacted]/CM/CareStar sent [redacted]/Guardian/Mother of [redacted]/Individual the following letter: October 24, 2016 [redacted] Dear Mr./Ms. [redacted], I am contacting you to set up a 90day meeting, also referred to as a quarterly.  I have made several attempts to contact you by phone, email, text and have conducted an unannounced visit since our last quarterly meeting, but have been unsuccessful in reaching you. You currently have Case Management, BMGO, and PAC as waiver services on the Medicaid waiver.  Case Managers must follow the waiver guide line that states: Case Manager must conduct face-to-face contact with the individual (and family members, as appropriate) at least once each quarter in the home of the waiver participant and as needed to ensure health and welfare and to address any reported problems or concerns. During that visit, there is a 90day check lists that they must complete.  In order to maintain your waiver status, these meetings must be completed every 90 days.  During this time, I can also assist you with any issues you might be having with Medicaid or choosing other waiver providers for services.  If you are no longer interested in waiver services, we can assist in submitting that notification also. Please contact me at 513-262-7793. Sincerely, Erika P[redacted] Case Manager CareStar of Indiana  Future action: The CM will follow up with the family in ten days, and if there is no response the CM will have the supervisor send a certified letter.Follow up: On 10/12/16, Erika C[redacted]/CM/CareStar attempted to contact [redacted]/Guardian/Mother regarding the scheduled October quarterly meeting.  Ms. [redacted] was not available and the CM left her a detailed voice message.   Future action: the CM will maintain the scheduled 10/24/16 @ 5:30pm quarterly meeting. Follow up: On 9/7/16, Erika C[redacted]/CM/CareStar attempted to conduct an unannounced visit with [redacted]/Individual.  The family was not at home and the CM left some forms for the family in their mailbox.  The CM received a text from [redacted]/Guardian/Mother stating that she received the forms but didn't provide the CM with a day and time to schedule the missed quarterly meeting.  Future action: The CM wil continue to attempt to contact [redacted]/Guardian/Mother regarding scheduling a quarterly meeting.Follow up: On 1/9/17, Erika C[redacted]/CM/CareStar sent [redacted]/Guardian/Mother the following email, due to the CM not being able to contact the family and maintain the scheduled meetings. Good afternoon Ms. [redacted], I hope all is well.  I have attempted numerous times to contact you regarding [redacted] continuing his engagement in Behavior Management, music therapy and participation and assistant care; and to schedule the quarterly meetings.  Please contact me at your earliest convenience. Thanks and have a great day  Future action: The CM will continue to attempt to contact the family.   2/17/17; Follow up: Clin Mgr has attempted multiple times to contact this month with no success. Will send certified letter giving 10 days to respond. If no response, term dew will be completed.  Future action: Send certified letter and if no response, term dew will be completed   3/5/17Follow up: Clin Mgr J. P[redacted] sent a certified letter on 2/17/17 and did not recieve any response within 10 business days. Clin Mgr J. P[redacted] notified BDDS D5 SC E. E[redacted] of receiving no response and proceeded with Term DEW. Term DEW completed and waiver status updated to terminate.  Future action: Advocare ticket completed to remove from CareStar census

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

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