Cerna Healthcare

[redacted] , thanks for sending this to meHere’s our explanation: [redacted] father physically and verbally abused the caregiver assigned from Cerna Healthcare to he and [redacted] as he ( [redacted] ***) pushed her (the caregiver) out of his house (Up until this point the [redacted] family was very happy with this particular caregiver and our services and said this over several texts with our case manager)When the caregiver called in to her supervisor to report the incident, we placed on call to Mr [redacted] to explain we could not put another caregiver into a potentially harmful situation, but we would try and work with the family and provide a higher skilled caregiver that could neutralize behaviors and is trained to handle combativeness, but it would be very difficult at best to have someone there for this shift [redacted] then became very angry and demanded a 50% discountWe advised him that we had provided adequate care and that there had been no issues with the care we provided and that I thought the demand was unreasonable, but that I would credit 30% of the last week’s services (only)Mr [redacted] agreed and a the credit was processed (see attached) His statement is intentionally misleading with him stating we “not honor the credit”Once he received the credit he then disputed the entire balance with his credit card providerIn summary, we believe Mr [redacted] is not acting in good faith and only trying to find increased monetary gain, even though the creditwas processed for the amount we offered (see email below and attachment) The 35% was on the outstanding balance (see previous email) which is a credit that will be processed today

Unfortunately, at this point we believe [redacted] is only trying for more monetary gain and the company will not offer any further consideration [redacted] is failing to recognize the problem with his father and throughout the ordeal has only been interested in credits further than what has been agreed toAs the documentation (both he and the company provided) clearly shows, he was offered a credit (out of good faith only) on his current balance at the time which was just over $3,His past balances (that were paid in full) were never part of the consideration and review of the correspondence clearly shows that was the case.Cerna Homecare goes to great lengths to provide quality service and best care possible to ensure wellness and quality of life for our clientsUnfortunately in this case, we don't believe there is an amicable solution

Unfortunately, at this point we believe [redacted] is only trying for more monetary gain and the company will not offer any further consideration [redacted] is failing to recognize the problem with his father and throughout the ordeal has only been interested in credits further than what has been agreed toAs the documentation (both he and the company provided) clearly shows, he was offered a credit (out of good faith only) on his current balance at the time which was just over $3,His past balances (that were paid in full) were never part of the consideration and review of the correspondence clearly shows that was the caseCerna Homecare goes to great lengths to provide quality service and best care possible to ensure wellness and quality of life for our clientsUnfortunately in this case, we don't believe there is an amicable solution

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Lam1espondlne_to .Cerna.Healthcare~s response-to-thecomplalnt-filed-on-April 22,--2015---Their response It totally Inaccurate and completely misleadingOn the evening of April 19, 2015, Cer~awas contracted to have a caregiver at parent's house for my mother from 10:PM to 10:thefollowing morningMy father contacted me around 10:to Inform me that no one had showed upfor this 10:shift.At 10:I called ***, my contact person with Cerna to inform her that no caregiver showed up asscheduledShe did not answer so I left her a messageI then called ***, another contacted person.When I spoke with him he Indicated that he was not aware that the caregiver had not showed andwould look Into the matterWe had several subsequent calls where he informed me that he was unableto locate the caregiver that was scheduled and they would try and locate a replacementHe said theycould not reach her and had no Idea why she did not show up as scheduled.After seve"ral conversations with ***, he Informed me at 11:that they were unable to locate any oneto go to my parent's house as they were contracted to doHe told me that since I was close to them Ishould go to their house and take care of my mother myself.It appears that Cerna does not have any system In place to provide backup caregivers In the event thatone does not show up or gets sick.The following day I spoke with *** *** the CEO of CernaI inform.ed him of what took place and heapologized and said he would look Into the matterHe later told me that their backup caregivers weresystem apparently did not operate as It was Intended leaving my mother uncared for the entire evening.I expressed my displeasure with their services and asked how his company Intended to compensate mefor their negligence.As the attached emails indicate, *** *** offered to discount the balance I owed them of $3,by35%When I checked my credit card statement I discovered that In addition to the balance that Mr.Pazant ~aid I owed Crena there was an additional charge of $2,In all my correspondence(attached emalls) *** *** always referred to the fact that owed Cerna $3,not any otheramountsTo date, I have never received any invoices from Cerna for the services they allegedlyprovided.With respect to Cerna's response that a caregiver showed up and was not let in by my father, thishappened on a previous evening I believe April 17th not the night In questionI was called by *** onthat occasion and the caregiver was still in her car outside my parent's house when I spoke with her.After talking with my father he agreed to let her In and she was there that entire shift.Cerna makes it a~~ar that the ~rovlded a caregiver on the evening in guestlon,_Aprll 19th b.u_t _my ___ _father chased then awayThis not what happened, on the evening In question, no care~lyer showed up.Their failure to provide a caregiver as scheduled is the sole reason that the offered a 35% reduction ofmy billIt was their negligence that I was being compensated for not anything else.I was Initially willing to pay the difference between the amount they said I owed of $3,and the35% refund they issuedAt this point I am no longer willing to make any further paymentsCerna hascompletely covered up the fact that It was their negligence In not providing a caregiver on Aprll19tthatcaused this disputeTheir attempt to now blame my father for this event Is totally andunacceptable
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Lam1espondlne_to .Cerna.Healthcare~s response-to-thecomplalnt-filed-on-April 22,--2015---Their response It totally Inaccurate and completely misleadingOn the evening of April 19, 2015, Cer~awas contracted to have a caregiver at parent's house for my mother from 10:PM to 10:thefollowing morningMy father contacted me around 10:to Inform me that no one had showed upfor this 10:shift.At 10:I called ***, my contact person with Cerna to inform her that no caregiver showed up asscheduledShe did not answer so I left her a messageI then called ***, another contacted person.When I spoke with him he Indicated that he was not aware that the caregiver had not showed andwould look Into the matterWe had several subsequent calls where he informed me that he was unableto locate the caregiver that was scheduled and they would try and locate a replacementHe said theycould not reach her and had no Idea why she did not show up as scheduled.After seve"ral conversations with ***, he Informed me at 11:that they were unable to locate any oneto go to my parent's house as they were contracted to doHe told me that since I was close to them Ishould go to their house and take care of my mother myself.It appears that Cerna does not have any system In place to provide backup caregivers In the event thatone does not show up or gets sick.The following day I spoke with *** *** the CEO of CernaI inform.ed him of what took place and heapologized and said he would look Into the matterHe later told me that their backup caregivers weresystem apparently did not operate as It was Intended leaving my mother uncared for the entire evening.I expressed my displeasure with their services and asked how his company Intended to compensate mefor their negligence.As the attached emails indicate, *** *** offered to discount the balance I owed them of $3,by35%When I checked my credit card statement I discovered that In addition to the balance that Mr.Pazant ~aid I owed Crena there was an additional charge of $2,In all my correspondence(attached emalls) *** *** always referred to the fact that owed Cerna $3,not any otheramountsTo date, I have never received any invoices from Cerna for the services they allegedlyprovidedWith respect to Cerna's response that a caregiver showed up and was not let in by my father, thishappened on a previous evening I believe April 17th not the night In questionI was called by *** onthat occasion and the caregiver was still in her car outside my parent's house when I spoke with her.After talking with my father he agreed to let her In and she was there that entire shift.Cerna makes it a~~ar that the ~rovlded a caregiver on the evening in guestlon,_Aprll 19th b.u_t _my ___ _father chased then awayThis not what happened, on the evening In question, no care~lyer showed up.Their failure to provide a caregiver as scheduled is the sole reason that the offered a 35% reduction ofmy billIt was their negligence that I was being compensated for not anything else.I was Initially willing to pay the difference between the amount they said I owed of $3,and the35% refund they issuedAt this point I am no longer willing to make any further paymentsCerna hascompletely covered up the fact that It was their negligence In not providing a caregiver on Aprll19tthatcaused this disputeTheir attempt to now blame my father for this event Is totally and
unacceptable
Regards,
*** ***

Unfortunately, at this point we believe [redacted] is only trying for more monetary gain and the company will not offer any further consideration.  [redacted] is failing to recognize the problem with his father and throughout the ordeal has only been interested in credits further than what has been agreed to. As the documentation (both he and the company provided) clearly shows, he was offered a credit (out of good faith only) on his current balance at the time which was just over $3,000. His past balances (that were paid in full) were never part of the consideration and review of the correspondence clearly shows that was the case.Cerna Homecare goes to great lengths to provide quality service and best care possible to ensure wellness and quality of life for our clients. Unfortunately in this case, we don't believe there is an amicable solution.

[redacted], thanks for sending this to me. Here’s our explanation: [redacted] father physically and verbally abused the caregiver assigned from Cerna Healthcare to he and [redacted] as he ([redacted]) pushed her (the caregiver) out of his house (Up until this point the [redacted] family was very happy with...

this particular caregiver and our services and said this over several texts with our case manager). When the caregiver called in to her supervisor to report the incident, we placed on call to Mr. [redacted] to explain we could not put another caregiver into a potentially harmful situation, but we would try and work with the family and provide a higher skilled caregiver that could neutralize behaviors and is trained to handle combativeness, but it would be very difficult at best to have someone there for this shift. [redacted] then became very angry and demanded a 50% discount. We advised him that we had provided adequate care and that there had been no issues with the care we provided and that I thought the demand was unreasonable, but that I would credit 30% of the last week’s services (only). Mr. [redacted] agreed and a the credit was processed (see attached) His statement is intentionally misleading with him stating we “not honor the credit”. Once he received the credit he then disputed the entire balance with his credit card provider. In summary, we believe Mr. [redacted] is not acting in good faith and only trying to find increased monetary gain, even though the creditwas processed for the amount we offered (see email below and attachment)   The 35% was on the 3007.75 outstanding balance (see previous email) which is a 1052.71 credit that will be processed today.

[redacted], thanks for sending this to me. Here’s our explanation:
34, 34); margin: 0px; font-size: 12.8000001907349px; font-family: arial, sans-serif;"> 
[redacted] father physically and verbally abused the caregiver assigned from Cerna Healthcare to he and [redacted] as he ([redacted]) pushed her (the caregiver) out of his house (Up until this point the [redacted] family was very happy with this particular caregiver and our services and said this over several texts with our case manager). When the caregiver called in to her supervisor to report the incident, we placed on call to Mr. [redacted] to explain we could not put another caregiver into a potentially harmful situation, but we would try and work with the family and provide a higher skilled caregiver that could neutralize behaviors and is trained to handle combativeness, but it would be very difficult at best to have someone there for this shift.
 
[redacted] then became very angry and demanded a 50% discount. We advised him that we had provided adequate care and that there had been no issues with the care we provided and that I thought the demand was unreasonable, but that I would credit 30% of the last week’s services (only). Mr. [redacted] agreed and a the credit was processed (see attached) His statement is intentionally misleading with him stating we “not honor the credit”. Once he received the credit he then disputed the entire balance with his credit card provider.
 
In summary, we believe Mr. [redacted] is not acting in good faith and only trying to find increased monetary gain, even though the creditwas processed for the amount we offered (see email below and attachment)
 
  
The 35% was on the 3007.75 outstanding balance (see previous email) which is a 1052.71 credit that will be processed today.

Unfortunately, at this point we believe [redacted] is only trying for more monetary gain and the company will not offer any further consideration.  [redacted] is failing to recognize the problem with his father and throughout the ordeal has only been interested in credits further than what has been agreed to. As the documentation (both he and the company provided) clearly shows, he was offered a credit (out of good faith only) on his current balance at the time which was just over $3,000. His past balances (that were paid in full) were never part of the consideration and review of the correspondence clearly shows that was the case.
Cerna Homecare goes to great lengths to provide quality service and best care possible to ensure wellness and quality of life for our clients. Unfortunately in this case, we don't believe there is an amicable solution.

Review: Cerna healthcare was providing caregivers for my mother in [redacted]. It was agreed that they would provide a caregiver from 10:00 pm to 10:am. Ok Sunday April 19th the caregiver failed to show up and my mother was left unattended ad cared for the entire 12 hour period. Cerna was immediately notified but had no explanation as to why the caregiver failed to show up or had any personnel or system in place to handle this the of situation. There response to me was that I lived close and I should go take care of my mother.

Since then I have been in contact with the CEO of Cerna. I have numerous emails that state I owed them as off April 20th $3,077.40. Yet they charged my credit card the amount plus an 35% because of their negligence in abandoning my mother. When I questioned why my credit card was billed for more then their emails said I owed, they said unless I paid all amounts billed they would not honor the previously agreed 35% reduction. Since in all their emails they never said I owed. Ore than $3,077.40 I refused to pay more than they said I owed them in writing. I have all,these emails saved and can provide them if necessary.Desired Settlement: I will only agree to pay the 35% of $3,077.40 that was proposed and accepted by Cerna in their emails.

Business

Response:

[redacted], thanks for sending this to me. Here’s our explanation: [redacted] father physically and verbally abused the caregiver assigned from Cerna Healthcare to he and [redacted] as he ([redacted]) pushed her (the caregiver) out of his house (Up until this point the [redacted] family was very happy with this particular caregiver and our services and said this over several texts with our case manager). When the caregiver called in to her supervisor to report the incident, we placed on call to Mr. [redacted] to explain we could not put another caregiver into a potentially harmful situation, but we would try and work with the family and provide a higher skilled caregiver that could neutralize behaviors and is trained to handle combativeness, but it would be very difficult at best to have someone there for this shift. [redacted] then became very angry and demanded a 50% discount. We advised him that we had provided adequate care and that there had been no issues with the care we provided and that I thought the demand was unreasonable, but that I would credit 30% of the last week’s services (only). Mr. [redacted] agreed and a the credit was processed (see attached) His statement is intentionally misleading with him stating we “not honor the credit”. Once he received the credit he then disputed the entire balance with his credit card provider. In summary, we believe Mr. [redacted] is not acting in good faith and only trying to find increased monetary gain, even though the creditwas processed for the amount we offered (see email below and attachment) The 35% was on the 3007.75 outstanding balance (see previous email) which is a 1052.71 credit that will be processed today.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Lam1espondlne_to .Cerna.Healthcare~s response-to-thecomplalnt-1 filed-on-April 22,--2015-. --Their response It totally Inaccurate and completely misleading. On the evening of April 19, 2015, Cer~awas contracted to have a caregiver at parent's house for my mother from 10:00 PM to 10:00 thefollowing morning. My father contacted me around 10:10 to Inform me that no one had showed upfor this 10:00 shift.At 10:14 I called [redacted], my contact person with Cerna to inform her that no caregiver showed up asscheduled. She did not answer so I left her a message. I then called [redacted], another contacted person.When I spoke with him he Indicated that he was not aware that the caregiver had not showed andwould look Into the matter. We had several subsequent calls where he informed me that he was unableto locate the caregiver that was scheduled and they would try and locate a replacement. He said theycould not reach her and had no Idea why she did not show up as scheduled.After seve"ral conversations with [redacted], he Informed me at 11:50 that they were unable to locate any oneto go to my parent's house as they were contracted to do. He told me that since I was close to them Ishould go to their house and take care of my mother myself.It appears that Cerna does not have any system In place to provide backup caregivers In the event thatone does not show up or gets sick.The following day I spoke with [redacted] the CEO of Cerna. I inform.ed him of what took place and heapologized and said he would look Into the matter. He later told me that their backup caregivers weresystem apparently did not operate as It was Intended leaving my mother uncared for the entire evening.I expressed my displeasure with their services and asked how his company Intended to compensate mefor their negligence.As the attached emails indicate, [redacted] offered to discount the balance I owed them of $3,007.75 by35%. When I checked my credit card statement I discovered that In addition to the balance that Mr.Pazant ~aid I owed Crena there was an additional charge of $2,377.40. In all my correspondence(attached emalls) [redacted] always referred to the fact that owed Cerna $3,007.75 not any otheramounts. To date, I have never received any invoices from Cerna for the services they allegedlyprovided.With respect to Cerna's response that a caregiver showed up and was not let in by my father, thishappened on a previous evening I believe April 17th not the night In question. I was called by [redacted] onthat occasion and the caregiver was still in her car outside my parent's house when I spoke with her.After talking with my father he agreed to let her In and she was there that entire shift.Cerna makes it a~~ar that the ~rovlded a caregiver on the evening in guestlon,_Aprll 19th b.u_t _my ___ _father chased then away. This not what happened, on the evening In question, no care~lyer showed up.Their failure to provide a caregiver as scheduled is the sole reason that the offered a 35% reduction ofmy bill. It was their negligence that I was being compensated for not anything else.I was Initially willing to pay the difference between the amount they said I owed of $3,007.75 and the35% refund they issued. At this point I am no longer willing to make any further payments. Cerna hascompletely covered up the fact that It was their negligence In not providing a caregiver on Aprll19t11 thatcaused this dispute. Their attempt to now blame my father for this event Is totally false andunacceptable

Regards,

Business

Response:

Unfortunately, at this point we believe [redacted] is only trying for more monetary gain and the company will not offer any further consideration. [redacted] is failing to recognize the problem with his father and throughout the ordeal has only been interested in credits further than what has been agreed to. As the documentation (both he and the company provided) clearly shows, he was offered a credit (out of good faith only) on his current balance at the time which was just over $3,000. His past balances (that were paid in full) were never part of the consideration and review of the correspondence clearly shows that was the case.Cerna Homecare goes to great lengths to provide quality service and best care possible to ensure wellness and quality of life for our clients. Unfortunately in this case, we don't believe there is an amicable solution.