Visiting Angels

IN RESPONSE TO THIS COMPLAINT:EXHIBIT A: EMAIL COMMUNICATIONS WITH [redacted] WHERE IT IS REFERENCED THAT Al HOUR VISIT IS 42.00/HOUR.EXHIBIT A: EMAIL COMMUNICATION WHERE IT CONFIRMS THAT THIS EMAIL WAS A FOLLOWUP TO A CONVERSATION THAT TOOK PLACE WITH [redacted] ABOUTTHE RATES INCLUDING HOUR RATE OF 42.00/ HOUREXHIBIT A- EMAIL COMMUNICATION WHERE [redacted] AKNOWLEDG ES THE CONVERSATION AND EMAIL WAS INDEED RECEIVED AND TOOK PLACE.EXHIBIT C — INDIVIDUALIZED SERVICE PLAN SIGNED BY THE AUNT, [redacted] THE DAY [redacted] WAS PRESENT IN THE HOME DURING THE VISIT WITH THE VISITING ANGELS DIRECTOR, THE INDIVIDUALIZED SERVICE PLAN WAS ACKNOWLEDGED BY [redacted] 01T AND IT CLEARLY STATES UNDER" SCHEDULED SERVICES" HOURS ON FRIDAY' OR AS REQUESTED' BY THE SIGNEE.EXHIBIT D- EMAILS ACKNOLEDG1NG THAT [redacted] REQUESTED NO SERVICES THE WEEK [redacted] WAS OUT OF TOWN AND ANOTHER EMAIL STATING THAT THERE BE A CHANGE 1ATHE SCHEDULE TO A HOUR VISIT ON JULY 6, 2016.EXHIBIT E AND FWEEKLY SERVICE PLAN INITIALLED BY [redacted] approving the hour and minutes on Aug and hour and minutes on July 29.EXHIBIT G - EMAIL FROM [redacted] ***, caregiver, explaining how [redacted] had been asking her to leave early due to her feeling tired and wanted to "close her eyes and rest".It is apparent through [redacted] ***'s conversations thru email that she allows and honors her Aunt's wishes and requests therefore, Ms [redacted] her Aunt, requested and approved in writing the time we were to stay in her home, she has every right to request us to leave at anytimeShe can say when we stay and when we goVisiting Angels is not in the habit of FORCING OUR SERVIMES ON TO OTHERS 1F REQUESTED OTHERWISE.IT IS VERY CLEAR THAT [redacted] DOES NOT VALUE THE T1ME OF THE CAREGIVER ALTHOUGH SHE CONTINUES TO EXPRESS THAT SHE DOES IN EVERY EMAIL SHE WRITES.( MORE EMAILS FROM [redacted] ***) AVAILABLE UPON REQUEST

Case# [redacted] Dear [redacted] ***, I have reviewed [redacted] ***’s complaint and the following are the events and dates that occurred as is documented in the recordA visit was done with client and daughter present; however, this did not occur on November 15th, but on November 9thThe case was supposed to start on Monday, November 14th, however, there was an emergency with the caregiver and she was not able to startClient was contacted at that time and was contacted again later by the nurse to apologize and stated she would be in touch with her later in the week when a caregiver was identifiedThe statements made by the daughter about what was said to the mother are not accurate and may be related to documented hearing and other issuesDocumentation reflects content of actual discussionThe following day, Tuesday November 14th, attempts to contact the client and daughter were made and messages left stating that we identified a caregiver and could start the case that Friday, November 18th at 10AMDaughter clearly stated that she could not be contacted during the day due to her work situation so leaving a message was all that we could doWednesday, November 15th, our Client Care Manager received a call from daughter [redacted] stating she was upset that care did not begin the previous day, TuesdayShe was calling for Christine who she acknowledged left her a message the previous day stating that services could begin on FridayShe said her mom was ready to start with the caregiver the day before and no one showed upClient Care Manager explained to her that the schedule her mom requested was Monday, Wednesday and Friday so no one was scheduled the previous day (Tuesday)This is also the schedule that was agreed upon and signed off on by the mother with the daughter present at the time of the initial visitDespite attempts to explain to the daughter, she stated she did not want to begin services and said she wanted her money back in her bank account by the end of the day or she would report us to the newsOur documentation reflects that [redacted] also sent a text to the Director of Nursing (DON)’s phone with the same information and threats that were communicated to the Client Care ManagerThe DON responded asking if [redacted] could please call her [redacted] did not callClient Care Manager and Director of Operations also left a message in an attempt to explain the situationDocumentation reflects that the message left stated that “we are happy to return her deposit but that it seemed that there was a miscommunication that we would like to discuss with her”A call was not received backThe following day the DON again attempted to reach ***The text read: “One of the questions we wanted to speak to you about was we do not have access to directly deposit money in your account and that we put a check in the mail todayI sincerely apologize for the confusion I wish the best for you and your mother”Check was mailed out and documented on November 18th, days after it was requested and multiple attempts were made to contact ***December 2nd, the check was returned to usUpon our inquiry, as to why the check was returned, it was found that, the address initially given and put into the computer when initial lead was taken was incorrectThis address was also on the contract that was signed by the client on the front pageWhen the Business Coordinator spoke to [redacted] and informed her of this, she obtained the correct address and was told the check would be mailed out that dayLetter was sent out certified and documentation reflects that it was sent out on December 2ndIt was sent unopened and in the original envelope that was returned which reflects it was originally attempted to be sent as documented aboveThe deposit was returned in full, $Multiple attempts to contact her were made at which time address could have been verified and perhaps situation could have been resolvedAs soon as check was returned, it was resent out the same dayCheck has been cashed Thank you for the opportunity to respond to this complaintWe try to ensure 100% satisfaction and in fact have won awards for our high satisfaction ratingsCustomer service and excellent care is our number one priorityWe would have loved to have the opportunity to communicate and resolve this issuePlease contact me with any questions at ###-###-#### Sincerely, Shari N [redacted] Director of Operations

The organization changed the available time someone could come to our homeWe tried toadjust but could notI called the office many times trying tostraighten out this matter Each time I ask to speak to a MoniqueT [redacted] she was never availableI would speak with to a MichaelIspoke with him about the scheduling conflict and type of service weneededI did give them a the one week notice of a termination.Michael confirmed over the phone to me that I had give the propernotification I then asked for a refundWhen did not receive it Iasked againWhen I did not get it a third time I ask to speak with aConstance H [redacted] She apologized an stated she thought the checkhad been sent,I informed her it had not When I got this check andletterI was so frustrated with them I just wanted to waitI thengot a job with the campaign and just did nto have time to follow upwith their incompetent business practices

Please NEVER use this Visiting Angels affiliation Not only do they gouge their customers with their pricing, they are undependable to boot The management is incredibly incompetent and self-serving When a caregiver is not sent where they are supposed to, (or any other mthat was management's responsibility)the management blames the customerCustomers are pressured into signing some sort of "contract" containing some obscure clauses that they use to try to extort money from elderly and or disabled personsWhile the caregivers are pleasant and very competent, Richard R [redacted] runs a business that is on the cusp of being fraudulent and predatory, or at the very least incompetent and untrustworthy! Please don't trust the well being of your loved ones to this company

I spoke with customer a few weeks agoHe voiced his frustration regarding his repair specifically quality issues and the length of the total repairI thought all of his concerns had been addressed at that timeI am reviewing complaint with Body Shop and will respond in more detail next week

To Whom It May Concern:Below you will find that we have already credited Mr*** the $191.00Please note we did a full investigation of this ***plaint and along with *** Police had no evidence that our employee ever "stole" the items in question.Should you have
additional questions regarding this matter, please contact me at ###-###-####.*** ***Executive DirectorVisiting AngelsFrom: *** *** [mailto:***_***@**.***] Sent: Friday, November 14, 12:PMTo: *** ***Subject: Re: Statement from Visiting Angels Thank youI will send the money by tonight.Best regards,*** ***Mobile No.: ###-###-#### Sent from my iPhoneOn Nov 14, 2014, at 2:PM,***@***.*** wrote:Dear ***:I received your email this morning about not paying the $and wanting reimbursement for $ We have agreed to those terms and have applied a credit of $to your account Please see the attached statement of your account, which shows the current total due with the $credit applied Please remit payment at your earliest convenience and let me know if you have any questions.Thank you for your business - we greatly appreciate it.Sincerely,*** ***Visiting Angels###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** Sounds good only I haven't heard from the shop since 1/
Sincerely,
*** ***

I have spoken with the Body Shop Manager and he is in the process of correcting the outstanding issuesWe will do our best to resolve all of the concerns

*** *** *** Phone: ***Fax: *** *** *** *** *** *** ***LIVING ASSISTANCE SERVICES *** ** *** ***Revdex.com*** *** *** *** ***
*** ** ***Wednesday, September 20,
2017RESPONSE TO Revdex.com Complaint ***Dear Revdex.comAfter review of the attached document, and our records, we are responding to thecustomer complaint as stated in her letterOur desire is to provide the utmost incustomer service.All Visiting Angels client’s or their POA’s are required to review and sign the clientservices agreement which specifically indicates our shift change policy, servicecancellation policy, and invoicing policies.The required hour notice for any shift changes was not given by the client to ouroffice staff, so we did invoice for the hour minimum on June 27thWe do havedocumentation that indicatesthe caregiver was there and provided service on that date.The required day notice was not given by the client to our office, again per the termsof the service agreementHowever, we acquiesced to her request for immediatecancellation and applied her deposit to the two outstanding invoicesThe remainingbalance was written offThe account balance is $0.00As previously stated, our desire is to provide the utmost in customer service to ourclientele and their families, in that spirit we are willing to offer a refund for the date inquestion (June 27th Ahours) of $75.80I’ve attached a copy of the service agreement for reference.*** ***BookkeeperVisiting Angels of Arlington

Case#*** Dear *** ***, I have reviewed *** ***’s complaint and the following are the events and dates that occurred as is documented in the recordA visit was done with client and daughter present; however, this did not occur on November 15th, but on November 9thThe case was supposed to start on Monday, November 14th, however, there was an emergency with the caregiver and she was not able to startClient was contacted at that time and was contacted again later by the nurse to apologize and stated she would be in touch with her later in the week when a caregiver was identifiedThe statements made by the daughter about what was said to the mother are not accurate and may be related to documented hearing and other issuesDocumentation reflects content of actual discussionThe following day, Tuesday November 14th, attempts to contact the client and daughter were made and messages left stating that we identified a caregiver and could start the case that Friday, November 18th at 10AMDaughter clearly stated that she could not be contacted during the day due to her work situation so leaving a message was all that we could doWednesday, November 15th, our Client Care Manager received a call from daughter *** stating she was upset that care did not begin the previous day, TuesdayShe was calling for Christine who she acknowledged left her a message the previous day stating that services could begin on FridayShe said her mom was ready to start with the caregiver the day before and no one showed upClient Care Manager explained to her that the schedule her mom requested was Monday, Wednesday and Friday so no one was scheduled the previous day (Tuesday)This is also the schedule that was agreed upon and signed off on by the mother with the daughter present at the time of the initial visitDespite attempts to explain to the daughter, she stated she did not want to begin services and said she wanted her money back in her bank account by the end of the day or she would report us to the newsOur documentation reflects that *** *** also sent a text to the Director of Nursing (DON)’s phone with the same information and threats that were communicated to the Client Care ManagerThe DON responded asking if *** could please call her*** did not callClient Care Manager and Director of Operations also left a message in an attempt to explain the situationDocumentation reflects that the message left stated that “we are happy to return her deposit but that it seemed that there was a miscommunication that we would like to discuss with her”A call was not received backThe following day the DON again attempted to reach ***The text read: “One of the questions we wanted to speak to you about was we do not have access to directly deposit money in your account and that we put a check in the mail todayI sincerely apologize for the confusion I wish the best for you and your mother”Check was mailed out and documented on November 18th, days after it was requested and multiple attempts were made to contact ***December 2nd, the check was returned to usUpon our inquiry, as to why the check was returned, it was found that, the address initially given and put into the computer when initial lead was taken was incorrectThis address was also on the contract that was signed by the client on the front pageWhen the Business Coordinator spoke to *** and informed her of this, she obtained the correct address and was told the check would be mailed out that dayLetter was sent out certified and documentation reflects that it was sent out on December 2ndIt was sent unopened and in the original envelope that was returned which reflects it was originally attempted to be sent as documented aboveThe deposit was returned in full, $Multiple attempts to contact her were made at which time address could have been verified and perhaps situation could have been resolvedAs soon as check was returned, it was resent out the same dayCheck has been cashed Thank you for the opportunity to respond to this complaintWe try to ensure 100% satisfaction and in fact have won awards for our high satisfaction ratingsCustomer service and excellent care is our number one priorityWe would have loved to have the opportunity to communicate and resolve this issuePlease contact me with any questions at ###-###-#### Sincerely, Shari N*** Director of Operations

My daughter rented an apartment from this business "Villas on Guadalupe" for two consecutive years, each year in a different oneFor the first lease and when it expired, we cleaned the rooms perfectly and there was no damage at all before the key was handed over to them The management of this business still charged us all of the deposit ($100) for their "cleaning" We called them, and my daughter talked to their office personnel They said they could not do anythingIt was their property owner who did it
For the second lease, they were charging us $for their cleaning fees etc, which are $over the deposit Based on their saying, the fees include items left there, replacing drip pans, cleaning kitchen etc There was no item left when I moved her outThere was no thing wrong with dripping pansIf there was anything, it would be wear They need provide us evidence for those items they charged
From these two leases, they were charging us for this kind

IN RESPONSE TO THIS COMPLAINT:EXHIBIT A: EMAIL COMMUNICATIONS WITH [redacted] WHERE IT IS REFERENCED THAT  Al HOUR VISIT IS 42.00/HOUR.EXHIBIT A: EMAIL COMMUNICATION WHERE IT CONFIRMS THAT THIS EMAIL WAS A FOLLOWUP TO A CONVERSATION THAT TOOK PLACE WITH [redacted] ABOUTTHE RATES INCLUDING 1...

HOUR RATE OF 42.00/ HOUREXHIBIT A- EMAIL COMMUNICATION WHERE [redacted] AKNOWLEDG ES THE CONVERSATION AND EMAIL WAS INDEED RECEIVED AND TOOK PLACE.EXHIBIT C — INDIVIDUALIZED SERVICE PLAN SIGNED BY THE AUNT, [redacted] THE DAY [redacted] WAS PRESENT IN THE HOME DURING THE VISIT WITH THE VISITING ANGELS DIRECTOR, THE INDIVIDUALIZED SERVICE PLAN WAS ACKNOWLEDGED BY [redacted] 01T AND IT CLEARLY STATES UNDER" SCHEDULED SERVICES" 2 HOURS ON FRIDAY' OR AS REQUESTED' BY THE SIGNEE.EXHIBIT D- 2 EMAILS ACKNOLEDG1NG THAT [redacted] REQUESTED NO SERVICES THE WEEK [redacted] WAS OUT OF TOWN AND ANOTHER EMAIL STATING THAT THERE BE A CHANGE 1A1 THE SCHEDULE TO A 3 HOUR VISIT ON JULY 6, 2016.EXHIBIT E AND FWEEKLY SERVICE PLAN INITIALLED BY [redacted] approving the 1 hour and 50 minutes on Aug 5 and 1 hour and 45 minutes on July 29.EXHIBIT G - EMAIL FROM [redacted], caregiver, explaining how [redacted] had been asking her to leave early due to her feeling tired and wanted to "close her eyes and rest".It is apparent through [redacted]'s conversations thru email that she allows and honors her Aunt's wishes and requests therefore, Ms. [redacted] her Aunt, requested and approved in writing the time we were to stay in her home, she has every right to request us to leave at anytime. She can say when we stay and when we go. Visiting Angels is not in the habit of FORCING OUR SERVIMES ON TO OTHERS 1F REQUESTED OTHERWISE.IT IS VERY CLEAR THAT [redacted] DOES NOT VALUE THE T1ME OF THE CAREGIVER ALTHOUGH SHE CONTINUES TO EXPRESS THAT SHE DOES IN EVERY EMAIL SHE WRITES.( MORE EMAILS FROM [redacted]) AVAILABLE UPON REQUEST.

Please NEVER use this Visiting Angels affiliation. Not only do they gouge their customers with their pricing, they are undependable to boot. The management is incredibly incompetent and self-serving. When a caregiver is not sent where they are supposed to, (or any other mix-up that was management's responsibility)the management blames the customer. Customers are pressured into signing some sort of "contract" containing some obscure clauses that they use to try to extort money from elderly and or disabled persons. While the caregivers are pleasant and very competent, Richard R[redacted] runs a business that is on the cusp of being fraudulent and predatory, or at the very least incompetent and untrustworthy! Please don't trust the well being of your loved ones to this company.

I spoke with customer a few weeks ago. He voiced his frustration regarding his repair specifically quality issues and the length of the total repair. I thought all of his concerns had been addressed at that time. I am reviewing complaint with Body Shop and will respond in more detail next week.

We definitely dropped the ball. There was an error made with the registration and a check was to be sent out after a discussion with [redacted] The check did not go out in a timely fashion but has since been mailed out on 06/27/2016.Please accept my apologizes. Sincerely,Sean Su[redacted]

The organization changed the available time someone could come to our home. We tried toadjust but could not. I called the office many times trying tostraighten out this matter . Each time I ask to speak to a MoniqueT[redacted] she was never available. I would speak with  to a Michael. Ispoke with him about the scheduling conflict and type of service weneeded. I did give them a  the one week notice of a termination.Michael confirmed over the phone to me that I had give the propernotification.  I then asked for a refund. When  did not receive it . Iasked again. When I did not get it a third time I ask to speak with aConstance H[redacted]. She apologized an stated she thought the checkhad been sent,. I informed her it had not . When I got this check andletter. I was so frustrated with them I just wanted to wait. I thengot a job with the campaign and just did nto have time to follow upwith their incompetent business practices.

To Whom It May Concern:Below you will find that we have already credited Mr. [redacted] the $191.00Please note we did a full investigation of this [redacted]plaint and along with [redacted] Police had no evidence that our employee ever "stole" the items in question.Should you have...

additional questions regarding this matter, please contact me at ###-###-####.[redacted]Executive DirectorVisiting AngelsFrom: [redacted] [mailto:[redacted]@**.[redacted]] Sent: Friday, November 14, 2014 12:12 PMTo: [redacted]Subject: Re: Statement from Visiting Angels Thank you. I will send the money by tonight.Best regards,[redacted]Mobile No.: ###-###-#### Sent from my iPhoneOn Nov 14, 2014, at 2:13 PM,[redacted].[redacted] wrote:Dear [redacted]:I received your email this morning about not paying the $91 and wanting reimbursement for $100.  We have agreed to those terms and have applied a credit of $191 to your account.  Please see the attached statement of your account, which shows the current total due with the $191 credit applied.  Please remit payment at your earliest convenience and let me know if you have any questions.Thank you for your business - we greatly appreciate it.Sincerely,[redacted]Visiting Angels###-###-####

Very friendly and professional. I highly recommend Visiting Angels of Roanoke VA.

Review: Called Director three times - re: double charged for husband's last week of service. Reason for "pencilled in" amt due? Invoice 3610. Responses - vague, with false suggestions - 1. I had not paid a previous invoice and 150 required deposit was not received/recorded. Her question - "Did I have cancelled checks?" No, banks don't return canceled checks to individual accts, my response. I suggested prompt resolution - my records are complete. I owe you "0" - you owe me $14. Her response - I'll get to the bottom of this."Desired Settlement: Company needs to focus on complete accuracy. Eliminate any deceitful practices it should not be necessary for care managers to use valuable time in proving their accuracy. Without my efforts, I would have paid $286 extra for their errors : VA owes me $14 - they should also consider a penalty for creating this burden on me.

Business

Response:

This is in reply to complaint #[redacted] .

The customer was contacted with regards to the invoicing question. The penciled in amount was due to previous invoice payment not received at the time of the billing. It was received later that week and accounted for in Quickbooks , so when customer called,she was told it was not due. The accounting for the $150 deposit given was corrected and a check for $14 was issued on 12/11/13 to the customer.

As of this date (12/17/13) we have not heard further from the customer.

Sincerely,