Options for Senior America

September 11, Dear ***, I want to thank you for contacting me in regards to complaint ID # [redacted] Like you said, there are two sides to every story and I will give you the truth to this matter without any emotional connections to what has transpiredOSA has been in business for over yearsOSA is licensed, bonded, insured, and all care providers are covered with workers compensation insuranceALL care providers MUST meet several criteria before they can be hired and placed on a caseTo mention a few, they must first pass a preliminary background check along with their state license being verified before we bring them in for the interview processOnce they come in to the office, they will have a thorough criminal background check which spans, at a minimum, over the last years in any state where they have residedThis is complemented with a minimum of positive reference checks along with the face-to-face interview process.Unfortunately, the care provider that was mentioned in the "Customer's Statement of the Problem" did in fact make some very poor decisionsThis by no means is a reflection on OSA hiring processIn fact, a criminal background check was conducted prior to placing the care provider on this case, and no criminal record was found, contrary to the complainant's claimThis situation started around September 1, and carried on for a few months until complainant realized money was missing from the bank accountThis would have never occurred if the complainant would not have violated the service agreement they signed with OSA, whereas on page states YOUR VALUABLES: Our care providers are not authorized to accept payments directly, nor to have use or custody of any valuables belonging to you (credit cards, checkbooks, cash, and the like)Common sense dictates that you be careful with such valuables, and alert OPTIONS and the police should you notice a lossLet alone giving out the PIN which also made possible for the withdrawal of cash, over times, in a month periodI have been very patient over the past years, while the complainant was getting further delinquent with her accountI have informed the complainant that until the care provider is tried in the court of law and found guilty, that the client is responsible for the fees for all services renderedThe Complainant has been informed several times that once she furnishes me with the necessary documents, then I would submit for our insurance to cover the lossesDue to the complainant's negligence in keeping her account current, along with poor communication, OSA terminated services on June 26, I have been trying to work with the customer to gather official documentation so I have the ability to file a claim with our insurance company for any losses that may have occurredI have Contacted her numerous times seeking information that should help resolve this, but each time was faced with a clear unwillingness to cooperate with OSANeedless to say I have had a very difficult time in obtaining the necessary documents from the clientI personally went to the courts to retrieve an official police report, but I am still having difficulties in getting "official" documentation on the amount of money that was stolen by means of the ATMCall 1-800-267-for the office near you in the following states.On September 3, 2015, sent the complainant an email with the followingI have obtained the official police report last week from the courtDetective XXXXXXX's report listed S15,was taken from the ATMsThe statement that you had sent me shows $21,has been withdrawn from Xxxx's accountNow, with this being said, as I believe that the statement is accurate, it by no means is "official"We will need a document from your banks on their official letterhead stating the amount of the losses (unauthorized withdrawals less refunds) that your mother, the care recipient incurred due to the theftWith that, we should then be able to submit to our insurance companyAs of today, it appears that the complainant does not want to help me, help her with getting resolution with her cooperationI presently am working with our insurance company, and hopefully they will accept what I have sent to themPlease feel free to contact me if you have any additional questionsSincerely, Brad C Regional Operation Manager

September 11, 2015
Dear [redacted],
I want to thank you for contacting me in regards to complaint ID #[redacted]. Like you said, there are two sides to every story and I will give you the truth to this matter without any emotional connections to what has transpired.
OSA has...

been in business for over 26 years. OSA is licensed, bonded, insured, and all care providers are covered with workers compensation insurance. ALL care providers MUST meet several criteria before they can be hired and placed on a case. To mention a few, they must first pass a preliminary background check along with their state license being verified before we bring them in for the interview process. Once they come in to the office, they will have a thorough criminal background check which spans, at a minimum, over the last 7 years in any state where they have resided. This is complemented with a minimum of 2 positive reference checks along with the face-to-face interview process.Unfortunately, the care provider that was mentioned in the "Customer's Statement of the Problem" did in fact make some very poor decisions. This by no means is a reflection on OSA hiring process. In fact, a criminal background check was conducted prior to placing the care provider on this case, and no criminal record was found, contrary to the complainant's claim. This situation started around September 1, 2013 and carried on for a few months until complainant realized money was missing from the bank account. This would have never occurred if the complainant would not have violated the service agreement they signed with OSA, whereas on page 2 states
YOUR VALUABLES: Our care providers are not authorized to accept payments directly, nor to have use or custody of any valuables belonging to you (credit cards, checkbooks, cash, and the like). Common sense dictates that you be careful with such valuables, and alert OPTIONS and the police should you notice a loss. Let alone giving out the PIN which also made possible for the withdrawal of cash, over 30 times, in a 3 month period. I have been very patient over the past 2 years, while the complainant was getting further delinquent with her account. I have informed the complainant that until the care provider is tried in the court of law and found guilty, that the client is responsible for the fees for all services rendered. The Complainant has been informed several times that once she furnishes me with the necessary documents, then I would submit for our insurance to cover the losses. Due to the complainant's negligence in keeping her account current, along with poor communication, OSA terminated services on June 26, 2015. I have been trying to work with the customer to gather official documentation so I have the ability to file a claim with our insurance company for any losses that may have occurred. I have Contacted her numerous times seeking information that should help resolve this, but each time was faced with a clear unwillingness to cooperate with OSA. Needless to say I have had a very difficult time in obtaining the necessary documents from the client. I personally went to the courts to retrieve an official police report, but I am still having difficulties in getting "official" documentation on the amount of money that was stolen by means of the ATM.
Call 1-800-267-8.466 for the office near you in the following states.On September 3, 2015, sent the complainant an email with the followingI have obtained the official police report last week from the court. Detective XXXXXXX's report listed S15,500.00 was taken from the ATMs. The statement that you had sent me shows $21,500 has been withdrawn from Xxxx's account. Now, with this being said, as I believe that the statement is accurate, it by no means is "official". We will need a document from your banks on their official letterhead stating the amount of the losses (unauthorized withdrawals less refunds) that your mother, the care recipient incurred due to the theft. With that, we should then be able to submit to our insurance company.
As of today, it appears that the complainant does not want to help me, help her with getting resolution with her cooperation. I presently am working with our insurance company, and hopefully they will accept what I have sent to them.
Please feel free to contact me if you have any additional questions.
Sincerely,
Brad C.
Regional Operation Manager