Good Morning,We reviewed this complaint that we had received yesterday evening. Firstly, to clarify, the person submitting the complaint in not subject to any action by us. We are involved in a contractual dispute with Summacare Home, who has in our opinion, breached their referral contract with our...
agency (Senior Planning). I spoke to this client personally. Their characterization of "group homes that they might have sent" is misleading. This client acknowledge to me by phone that they did receive Summacare home from our agency as a recommend option. The problem of duel agency involvement (referrals of the same community by more than one referral service) is common for our referrals in our industry. Our contract with the home specifies the method to handle and resolve this issue. A home has 48 hours to reject a lead on the grounds of duel agency (they did not do so). Furthermore, our contract states specifically that "it is the exclusive responsibility of the facility to ensure that compensation is not due to multiple agencies, and any conflict, substantiated or otherwise shall have no bearing on the settlement with Senior Planning," meaning that the Summacare Home and Gloria C[redacted], stipulating that their account is otherwise correct, failed to preform their contractual obligations as specified. After we make a non-rejected referral, we have the right to bill for that referral for 1 year after the client moves in. In addition, Summacare, perhaps realizing their error, of perhaps through carelessness, falsely claimed that this client that we referred had not moved into their home. We later found that this was not the case. This client is not a party to any action by Senior Planning. The extent to which they are involved is through their own choice, and is not compelled by us.I would be delighted to furnish additional information as needed if any further information is needed to resolve this complaint. Sincerely,David J[redacted] - Senior Planning LC
Good Morning,We reviewed this complaint that we had received yesterday evening. Firstly, to clarify, the person submitting the complaint in not subject to any action by us. We are involved in a contractual dispute with Summacare Home, who has in our opinion, breached their referral contract with our...
agency (Senior Planning). I spoke to this client personally. Their characterization of "group homes that they might have sent" is misleading. This client acknowledge to me by phone that they did receive Summacare home from our agency as a recommend option. The problem of duel agency involvement (referrals of the same community by more than one referral service) is common for our referrals in our industry. Our contract with the home specifies the method to handle and resolve this issue. A home has 48 hours to reject a lead on the grounds of duel agency (they did not do so). Furthermore, our contract states specifically that "it is the exclusive responsibility of the facility to ensure that compensation is not due to multiple agencies, and any conflict, substantiated or otherwise shall have no bearing on the settlement with Senior Planning," meaning that the Summacare Home and Gloria C[redacted], stipulating that their account is otherwise correct, failed to preform their contractual obligations as specified. After we make a non-rejected referral, we have the right to bill for that referral for 1 year after the client moves in. In addition, Summacare, perhaps realizing their error, of perhaps through carelessness, falsely claimed that this client that we referred had not moved into their home. We later found that this was not the case. This client is not a party to any action by Senior Planning. The extent to which they are involved is through their own choice, and is not compelled by us.I would be delighted to furnish additional information as needed if any further information is needed to resolve this complaint. Sincerely,David J[redacted] - Senior Planning LC