Quality Living Services

This letter is in response to your letter dated May 28, in which Ms [redacted] contacted your office to file a complaint against Quality living Services, Inc (QLS)QLS has been providing unsurpassed quality support and care to clients and their families since I started this business in This is the first time that QLS has received this type of complaint and let me assure you, I take this very seriously [redacted] , QLS's Residential Director, was the first to arrive at the client's apartment on May 25thI asked her to provide the below summary o f the events of May 25th "I was in my home and the fire alarms started going off, when another resident of the apartment building notifies me that smoke was coming out of the apartment door of one of our client's apartmentMy year old son and I ran down to that apartment and entered through the patio door, and went to the client's bedroom and pushed her out of the apartmentMy son then went down the side walk to the parking lot with the clientI then re-entered the apartment and took the pan off the stove and turned the stove off, went back out to tile patio, then re-entered a 3rd time to open the windows, when the fire department arrived I notified then that it was burnt food and that there was no fireI went down and joined my son and the client at the end of the sidewalk, by that time they had moved the other residents to the other side of the driveway, away from the buildingThe Lieutenant and paramedic of the fire department came and checked if we were ok and we all were, he then told me that they were going to air the apartment out with a fresh air fan, another fireman that was in the apartment did bring the pan out and put it on the terrace, another paramedic came and checked to see if we were okAfter the firefighters blew the apartment out, the fireman took the pan back in the apartment and put it in the sink with dish soap to soak, and stated that with a good scrubbing with a SOS that the pan would be fine and that all the pans at the firehouse looked like thatI then asked if we could go back in and they stated yesWe went back in the apartment and then we packed up a couple things for the client and proceeded to go to the cookout we had plannedI'm sure there was a lot of smoke coming from the inside apartment door because the kitchen is right off the front doorWhen we went in the apartment, the smoke had just reached the beginning of the hallway and had not reached the bedroom of the client, her bedroom was clear of smoke, the smoke was not black, it was grey, it would only be black if there was an actual fire, Monterey maintenance did come about an hour after and checked out the apartment and there is no damage to anything in the apartment except for the burnt pan and foodNo one entered the apartment except for myself, my son and the fire department, the only people I talked to was the fire department, I did not talk to anyone else." When Ms [redacted] contacted me on May 27, 2015, I wish she would have discussed this issue with me with an open mindInstead, Ms [redacted] choose to be very accusatory and critical of our staff and to QLSMs [redacted] would not listen nor would she accept anything that I was telling herMs [redacted] wanted to only accept her multiple- version(s) of the events and would not accept any other versionsIf Ms [redacted] would have approached this differently, I would have discussed her concerns and the steps QLS took that day when smoke filled the apartmentI would have had the chance to address concerns and to reassure her that All of the proper procedures were followed by the staff of QLS and the Fire DepartmentThe Fire Department even went so far to thank that staff of QLS for how things were handledNot surprisingly, her complaint has been modified three different times including the written statement that was provided within your letter referenced aboveThe bottom line is QlS has drills in case something like this would ever happenAs we have practiced numerous times, QLS acted in a very timely manner to secure and get the client out of her apartment in timely manner, which as stated above, the client was never in any harm's wayFor the above reasons, I would respectfully request that you find Ms***'s complaint was filed without meritIf you should have any further questions, please feel free to contact me at [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowThe fact of the matter is that whoever was the caregiver assigned to *** on this day was not anywhere in the apartment and that caregiver left food cooking on the stoveI believe it was irresponsible and it required the whole building to be evacuated and the fire department to comeThe client was not taken care of properly and if the client was going to Sue's for dinner then there wasn't even a reason to have food cooking in her apartmentAlso I feel when you call a place of business to file a complaint you should not be treated so poorly,and the business should at least hear your complaint and let you know they will look into itSo I still believe that this company has very poor standards
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

This letter is in response to your letter dated May 28, 2015 in which Ms. [redacted] contacted your office to file a complaint against Quality living Services, Inc (QLS). QLS has been providing unsurpassed quality support and care to clients and their families since I started this business in 1994....

This is the first time that QLS has received this type of complaint and let me assure you, I take this very seriously. [redacted], QLS's Residential Director, was the first to arrive at the client's apartment on May 25th. I asked her to provide the below summary o f the events of May 25th. "I was in my home and the fire alarms started going off, when another resident of the apartment building notifies me that smoke was coming out of the apartment door of one of our client's apartment. My 18 year old son and I ran down to that apartment and entered through the patio door, and went to the client's bedroom and pushed her out of the apartment. My son then went down the side walk to the parking lot with the client. I then re-entered the apartment and took the pan off the stove and turned the stove off, went back out to tile patio, then re-entered a 3rd time to open the windows, when the fire department arrived I notified then that it was burnt food and that there was no fire.I went down and joined my son and the client at the end of the sidewalk, by that time they had moved the other residents to the other side of the driveway, away from the building. The Lieutenant and paramedic of the fire department came and checked if we were ok and we all were, he then told me that they were going to air the apartment out with a fresh air fan, another fireman that was in the apartment did bring the pan out and put it on the terrace, another paramedic came and checked to see if we were ok.After the firefighters blew the apartment out, the fireman took the pan back in the apartment and put it in the sink with dish soap to soak, and stated that with a good scrubbing with a SOS that the pan would be fine and that all the pans at the firehouse looked like that. I then asked if we could go back in and they stated yes. We went back in the apartment and then we packed up a couple things for the client and proceeded to go to the cookout we had planned.I'm sure there was a lot of smoke coming from the inside apartment door because the kitchen is right off the front door. When we went in the apartment, the smoke had just reached the beginning of the hallway and had not reached the bedroom of the client, her bedroom was clear of smoke, the smoke was not black, it was grey, it would only be black if there was an actual fire, Monterey maintenance did come about an hour after and checked out the apartment and there is no damage to anything in the apartment except for the burnt pan and food.No one entered the apartment except for myself, my son and the fire department, the only people I talked to was the fire department, I did not talk to anyone else."When Ms. [redacted] contacted me on May 27, 2015, I wish she would have discussed this issue with me with an open mind. Instead, Ms. [redacted] choose to be very accusatory and critical of our staff and to QLS. Ms. [redacted] would not listen nor would she accept anything that I was telling her. Ms. [redacted] wanted to only accept her multiple- version(s) of the events and would not accept any other versions. If Ms. [redacted] would have approached this differently, I would have discussed her concerns and the steps QLS took that day when smoke filled the apartment. I would have had the chance to address concerns and to reassure her that All of the proper procedures were followed by the staff of QLS and the Fire Department. The Fire Department even went so far to thank that staff of QLS for how things were handled.Not surprisingly, her complaint has been modified three different times including the written statement that was provided within your letter referenced above. The bottom line is QlS has drills in case something like this would ever happen. As we have practiced numerous times, QLS acted in a very timely manner to secure and get the client out of her apartment in timely manner, which as stated above, the client was never in any harm's way.For the above reasons, I would respectfully request that you find Ms. [redacted]'s complaint was filed without merit.If you should have any further questions, please feel free to contact me at [redacted]

This letter is in response to your letter dated May 28, 2015 in which Ms. [redacted] contacted your office to file a complaint against Quality living Services, Inc (QLS). QLS has been providing unsurpassed quality support and care to clients and their families since I started this business in...

1994. This is the first time that QLS has received this type of complaint and let me assure you, I take this very seriously. 
[redacted], QLS's Residential Director, was the first to arrive at the client's apartment on May 25th. I asked her to provide the below summary o f the events of May 25th. 
"I was in my home and the fire alarms started going off, when another resident of the apartment building notifies me that smoke was coming out of the apartment door of one of our client's apartment. My 18 year old son and I ran down to that apartment and entered through the patio door, and went to the client's bedroom and pushed her out of the apartment. My son then went down the side walk to the parking lot with the client. I then re-entered the apartment and took the pan off the stove and turned the stove off, went back out to tile patio, then re-entered a 3rd time to open the windows, when the fire department arrived I notified then that it was burnt food and that there was no fire.
I went down and joined my son and the client at the end of the sidewalk, by that time they had moved the other residents to the other side of the driveway, away from the building. The Lieutenant and paramedic of the fire department came and checked if we were ok and we all were, he then told me that they were going to air the apartment out with a fresh air fan, another fireman that was in the apartment did bring the pan out and put it on the terrace, another paramedic came and checked to see if we were ok.
After the firefighters blew the apartment out, the fireman took the pan back in the apartment and put it in the sink with dish soap to soak, and stated that with a good scrubbing with a SOS that the pan would be fine and that all the pans at the firehouse looked like that. I then asked if we could go back in and they stated yes. We went back in the apartment and then we packed up a couple things for the client and proceeded to go to the cookout we had planned.
I'm sure there was a lot of smoke coming from the inside apartment door because the kitchen is right off the front door. When we went in the apartment, the smoke had just reached the beginning of the hallway and had not reached the bedroom of the client, her bedroom was clear of smoke, the smoke was not black, it was grey, it would only be black if there was an actual fire, Monterey maintenance did come about an hour after and checked out the apartment and there is no damage to anything in the apartment except for the burnt pan and food.
No one entered the apartment except for myself, my son and the fire department, the only people I talked to was the fire department, I did not talk to anyone else."
When Ms. [redacted] contacted me on May 27, 2015, I wish she would have discussed this issue with me with an open mind. Instead, Ms. [redacted] choose to be very accusatory and critical of our staff and to QLS. Ms. [redacted] would not listen nor would she accept anything that I was telling her. Ms. [redacted] wanted to only accept her multiple- version(s) of the events and would not accept any other versions. If Ms. [redacted] would have approached this differently, I would have discussed her concerns and the steps QLS took that day when smoke filled the apartment. I would have had the chance to address concerns and to reassure her that All of the proper procedures were followed by the staff of QLS and the Fire Department. The Fire Department even went so far to thank that staff of QLS for how things were handled.
Not surprisingly, her complaint has been modified three different times including the written statement that was provided within your letter referenced above. The bottom line is QlS has drills in case something like this would ever happen. As we have practiced numerous times, QLS acted in a very timely manner to secure and get the client out of her apartment in timely manner, which as stated above, the client was never in any harm's way.
For the above reasons, I would respectfully request that you find Ms. [redacted]'s complaint was filed without merit.
If you should have any further questions, please feel free to contact me at [redacted]