Joy In Home Care, LLC

Initial Business Response /* (1000, 8, 2015/11/30) */
Dear Revdex.com,
We here at Joy In Home Care would like to address the complaint against us.
First of all, we would like to extend our deepest condolences to the complainant and her family for their loss.
1. The details of...

agreement was explained and delivered to the complainant and her family including:
a. The security deposit, which states that "Our billing arrangements typically entail a deposit equivalent to 2 weeks payment. This deposit will be held on account for you and will be returned to you within 10 days of receipt of written notice of termination or will be used to handle your final invoices." There was nothing stated in the agreement that the deposit be held in an escrow account.
b. That the rate for the Joy In Home Care's Caregiver services would be charged on a daily, not hourly, basis.
c. That the agreement was terminated with the death of the patient which was sudden and unexpected. This made any 14-day notice impossible.
d. That the Caregiver's are assigned to two 12-hour shifts.
e. That in order for our Caregiver services to be rescheduled or cancelled, we require a 48 hour notice. If the client cancels or reschedules a shift of our caregiver without said notice, they agree to pay for that particular day.
f. That in case of hospitalization, the client said that we would continue providing care for the patient.
2. As per our caregiver, the day the patient was hospitalized the complainant's sister asked the caregiver assigned to the patient to come home with her, leaving the patient in the hospital in the middle of the shift.
3. The rate that was discussed was for a daily rate, not an hourly rate. This is shown in every bill/invoice to the patient.
4. The complainant did not specify any insurance coverage requirements. The professional insurance requirement was specific to CALPERS and not the State. As per State and Municipal Laws, we meet all the requirements for a Non-Medical In Home Care Agency. It was only after the patient had died that we learned of CALPERS' insurance requirements. Furthermore, we tried our best to correspond with the complainant and CALPERS' with regards to this issue.
5. The complainant and her sister have already dropped by the office to discuss all this. After some deliberation, we asked the complainant how much would she accept as a rebate. After specifying the amount, we handed the complainant part of her deposit as the rebate. The complainant then signed an Acknowledgement Receipt, indicating that she was satisfied with the rebate amount and had no further complaints. Please note that the rebate amount was in excess of what should have been returned after subtracting our invoice.
We would be happy to provide you with a copy of our Care Agreement with the complainant and the Acknowledgement receipt. Our company prides itself in going above and beyond our customer's expectation with regards to our care and service and as you can see, we have done our best to accommodate the complainant and her family's request for rebates.
We hope that this helps in clarifying this issue and we wish the complainant and her family all the best,
Regards,
[redacted]
Initial Consumer Rebuttal /* (3000, 15, 2016/01/29) */
I still do not have a copy of her professional liability insurance which is what I asked for. I reached out to Joy Mercy several times and I have still not received a her insurance information to close our my complaint.
Joy Lignan has yet to provide me a copy of her professional liability insurance which is what I am asking for company and policy information