Visiting Angels Senior Care and In Home Assisted Living Services

Complaint: [redacted] I am rejecting this response because:Mr [redacted] has not addressed my real dispute that he has billed my parents for services that were not delivered nor requested The end date of the contract is not the issue, as he continues to state, and he is using that to skirt the real issue First, the contract end date was originally in question because Mr [redacted] provided multiple e-mails with multiple end dates, so the actual end date was unknown to my family For example, in his response to this dispute he provided an e-mail stating that July 19th, was the end date of the contract, however, the real end date was June 19th, 2014, based on his prior e-mails We also received a message from Mr [redacted] on May 29, 2014, stating, "You are hereby notified in writing that Visiting Angels will cease services in fifteen (15) days." The end date of June 19th, 2014, was not clearly stated nor was "business days" clearly stated This notification was understood to be days from the date of the e-mail, as stated, which would have been June 13, This is one example of how Mr [redacted] provided inaccurate information and dates in his communication, which is part of our frustration with his service Second, Mr [redacted] is correct that my mother signed the contract with Visiting Angels, however, what he neglected to mention was that I was the one who contacted him initially and arranged for the interview with my parentsAlso, Mr [redacted] consistently worked with my sister and I to schedule the care for my father, never mentioning that he must work solely with my mother Third, the real issue here is that Mr [redacted] has billed my parents for services that were not delivered and for services that were not requestedBelow is the communication sent to Mr***' lawyer, per his request, outlining my dispute To date, my dispute has not been answered despite several attempts to contact the lawyer Regardless of the intended contract termination date, [redacted] ***, Inchas billed my parents for services that were not delivered and services that were not requested On invoice # 2704, dated 6/20/2014, we were billed for home care services by [redacted] from 9:00am-5:00pm, on Tuesday June 17th No employee or contractor of [redacted] ***, Incprovided services for my father that day, and neither my sister, my mother, nor I cancelled services for that day We were not expecting service, thus would not have cancelled it I have a document stating that [redacted] was employed by another company on June 17th, and she did not provide care for my father that dayIn addition the new caregiver was present with my parents that day and confirms that [redacted] was not there On invoice #2704, dated 6/20/2014, we were billed for home care services provided by Di***e Gr***, from 9:00am-5:00pm on Wednesday June 18th Again, no care was provided that day by Diane nor any other employee or contractor of [redacted] ***, IncWe were not expecting service that day because on May 26th, my sister, Ki***, requested that service on Wednesday's be discontinued (message attached)This notice was provided more than a week in advance in compliance with the contract No care should have been scheduled for Wednesday, June 18th and we are not responsible for paying for care that was scheduled in error by Visiting Angels This e-mail has been edited to remove information that is not pertinent to this specific dispute and to remove names of care givers and others [redacted] [redacted] [redacted] *** [redacted] [redacted] We do not want another caregiver in on Wednesday- we will just go without any VA support on this day from now on Based on the above communication, Visiting Angels, Mr***, and [redacted] ***, Incshould not have billed my parents for care on June 17th and June 18th On the 17th, no care giver arrived to work at my parents' home, regardless of what Mr [redacted] had scheduled On the 18th, no care should have been scheduled due to the previous cancellation of care on Wednesdays, this we are not responsible for their scheduling error I would appreciate Mr [redacted] addressing these specific issues rather than his claim that the contract continued through June 19th and so he has the right to bill regardless of services being provided

Complaint: [redacted] I am rejecting this response because we are not disputing the end date of the contract as Mr [redacted] continues to argue We are disputing the charges for services he did not deliver nor did we order No one from Visiting Angels/ [redacted] , Increported to work at my parent's home on Tuesday June 17th We did not cancel the service nor deny access to the property on June 17th, as Mr [redacted] has stated We did ask that no service be delivered on Wednesday, June 18th, when we were contacted to confirm the service, because we had previously canceled service on Wednesday's with more than week notice (e-mail previously submitted dated May 29th, 2014) Mr [redacted] mistakenly scheduled service on Wednesday June 18th, but we should not be responsible for paying for the service since it was scheduled in error The bottom line is that Mr [redacted] did not deliver service per his contract and yet billed us anyway He did not honor our prior request for terminating services on Wednesday, but continued to schedule and bill us for those services He is the one in default of the contract, not us Please have Mr [redacted] credit $to my parent's account Regards, [redacted] ***

Dear Sir or Madam: We are writing once again regarding the above-referenced complaintVisiting Angels entered into a client services agreement in December 2013, with the [redacted] familyThe agreement had an indefinite term but provided it would remain in effect until either party gave one week notice of terminationNevertheless, Colorado Public Health and Environment Regulations require that the consumer be given fifteen (15) business days' notice to discharge the consumerThus, the last day of service was June 19, 5:00PM (MST) Visiting Angels had made arrangements to provide care to the [redacted] house through June However, the client refused to allow the caregivers to provide servicesVisiting Angels was told that the family had hired another company and services were no longer neededBecause they had been engaged by Visiting Angels, the [redacted] s were charged We have attempted to make the [redacted] s and Ms [redacted] aware of our position on a number of occasions Copies of e-mail correspondence have been provided to both the family and the Revdex.com which very clearly identify the company’s termination date and time Please call with any questions or concerns Very truly yours,

Visiting Angels Corporation controls all marketing material for all franchisees so that a unified approach is maintainedEach franchisee is not able to modify marketing materialWe thank you for you continued concern and hope we can meet any of your future needs and concerns

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class="MsoNormal" "margin: 0px">***,
The letter addressed to you is from one of two daughters of our clientThe daughters themselves are not, and have never been, our client
The reasoning for our company terminating services with our client, *** ***, is solely do the repeated failure of the daughters to adhere to our company’s policies and the policies of the Colorado Department of Health which provide both our Industry’s and company’s oversight
As you will see in the BLUE copy of an email provided to the sisters, we very clearly state the date of termination of service as JULY 19th at 5:00pmThat the daughters made a choice to have another company start services for their father prior to this date was their choiceShould they have wished, or intended, to have our services end prior to the 19th of July, they should have contacted us as mandated by the contract: or, just out of courtesy
As per our contract, see below, CLIENTS must provide ONE WEEK noticeThe daughters did not conform
TRIAL PERIOD & NOTICE OF TERMINATION: The first week of service will be a trial week during
which you may terminate our services for any reason with no requirement of advance notice on your
part simply by contacting usWe may also terminate our services to you at any time upon notice by
letter or telephone to youSubsequent to the first week, this agreement will remain in effect until
either party gives the other party one (1) week notice of termination
The daughters claim is feloniousThey have disputed this matter with their father’s credit card companyWe have spoken to VISA twice and at this time we believe that VISA has denied their claim as we have not been debited
As indicated in the letter addressed to you, the daughter states , “no caregiver from VA provided services.” This is because our office was notified only notified of their request within hours of the scheduled termination dateBoth daughters have made many schedule changes during the time we have provided service for their fatherTheir knowledge of this ONE WEEK policy has been demonstrated many times in the past as the have made time requests on numerous occasionsThat they now choose to not recall this is beyond our control
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You are hereby notified in writing that Visiting Angels will cease services in fifteen (15) daysOur email sent to you on, Wed 5/28/5:PM, stating our offer to continue services until of July 1st at 5:00pm (MST) has been rescinded due to you lack of consideration of the requests of this officeYour direct communication with the caregivers has continually violated our requests and will not be tolerated
As of 5:00pm on July 19th, Visiting Angels will no longer provide care to *** ***
On Friday morning, May 30th, we will notify the State Health department of this situation
As mandated by the State and our contract, I personally will inform our client, *** ***, of the development(s) that have occurred
Should you have any further need to address this issue, please contact me at this address
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Complaint: [redacted]
I am rejecting this response because:Mr. [redacted] has not addressed my real dispute that he has billed my parents for services that were not delivered nor requested.  The end date of the contract is not the issue, as he continues to state, and he is using that to skirt the real issue.
First, the contract end date was originally in question because Mr. [redacted] provided multiple e-mails with multiple end dates, so the actual end date was unknown to my family.  For example, in his response to this dispute he provided an e-mail stating that July 19th, 2014 was the end date of the contract, however, the real end date was June 19th, 2014, based on his prior e-mails.  We also received a message from Mr. [redacted] on May 29, 2014, stating, "You are hereby notified in writing that Visiting Angels will cease services in fifteen (15) days."  The end date of June 19th, 2014, was not clearly stated nor was "15 business days" clearly stated.  This notification was understood to be 15 days from the date of the e-mail, as stated, which would have been June 13, 2014.  This is one example of how Mr. [redacted] provided inaccurate information and dates in his communication, which is part of our frustration with his service.
Second, Mr. [redacted] is correct that my mother signed the contract with Visiting Angels, however, what he neglected to mention was that I was the one who contacted him initially and arranged for the interview with my parents. Also, Mr. [redacted] consistently worked with my sister and I to schedule the care for my father, never mentioning that he must work solely with my mother. 
Third,  the real issue here is that Mr. [redacted] has billed my parents for services that were not delivered and for services that were not requested. Below is the communication sent to Mr. [redacted]' lawyer, per his request, outlining my dispute.  To date, my dispute has not been answered despite several attempts to contact the lawyer.
Regardless of the intended contract termination date, [redacted], Inc. has billed my parents for services that were not delivered and services that were not requested.
On invoice # 2704, dated 6/20/2014, we were billed for home care services by [redacted] from 9:00am-5:00pm, on Tuesday June 17th.  No employee or contractor of [redacted], Inc. provided services for my father that day, and neither my sister, my mother, nor I cancelled services for that day.  We were not expecting service, thus would not have cancelled it. 
I have a document stating that [redacted] was employed by another company on June 17th, and she did not provide care for my father that day. In addition the new caregiver was present with my parents that day and confirms that [redacted] was not there.
On invoice #2704, dated 6/20/2014, we were billed for home care services provided by Di[redacted]e Gr[redacted], from 9:00am-5:00pm on Wednesday June 18th. 
Again, no care was provided that day by Diane nor any other employee or contractor of [redacted], Inc. We were not expecting service that day because on May 26th, my sister, Ki[redacted], requested that service on Wednesday's be discontinued (message attached). This notice was provided more than a week in advance in compliance with the contract.  No care should have been scheduled for Wednesday, June 18th and we are not responsible for paying for care that was scheduled in error by Visiting Angels.
This e-mail has been edited to remove information that is not pertinent to this specific dispute and to remove names of care givers and others.
                   [redacted]
                  [redacted]
                  [redacted]
                  [redacted]
                  [redacted]
                  We do not want another caregiver in on Wednesday- we will just go without any VA support on this day from now on.
Based on the above communication, Visiting Angels, Mr. [redacted], and [redacted], Inc. should not have billed my parents for care on June 17th and June 18th.  On the 17th, no care giver arrived to work at my parents' home, regardless of what Mr. [redacted] had scheduled.  On the 18th, no care should have been scheduled due to the previous cancellation of care on Wednesdays, this we are not responsible for their scheduling error.
I would appreciate Mr. [redacted] addressing these specific issues rather than his claim that the contract continued through June 19th and so he has the right to bill regardless of services being provided.

Dear Sir or Madam:
 
We are writing once again regarding the above-referenced complaint. Visiting Angels entered into a client services agreement in December 2013, with the [redacted] family. The agreement had an indefinite term but provided it would remain in effect until either party gave
one week notice of termination. Nevertheless, Colorado Public Health and Environment Regulations require that the consumer be given fifteen (15) business days' notice to discharge the consumer. Thus, the last day of service was June 19, 5:00PM (MST).
Visiting Angels had made arrangements to provide care to the [redacted] house through June 19. However, the client refused to allow the caregivers to provide services. Visiting Angels was told that the family had hired another company and services were no longer needed. Because they had been engaged by Visiting Angels, the [redacted]s were charged.
We have attempted to make the [redacted]s and Ms. [redacted] aware of our position on a number of occasions.
Copies of e-mail correspondence have been provided to both the family and the Revdex.com which very clearly identify the company’s termination date and time.
Please call with any questions or concerns.
 
Very truly yours,

Complaint: [redacted]
I am rejecting this response because we are not disputing the end date of the contract as Mr. [redacted] continues to argue.  We are disputing the charges for services he did not deliver nor did we order.  No one from Visiting Angels/[redacted], Inc. reported to work at my parent's home on Tuesday June 17th.  We did not cancel the service nor deny access to the property on June 17th, as Mr. [redacted] has stated.  We did ask that no service be delivered on Wednesday, June 18th, when we were contacted to confirm the service, because we had previously canceled service on Wednesday's with more than 1 week notice (e-mail previously submitted  dated May 29th, 2014).  Mr. [redacted] mistakenly scheduled service on Wednesday June 18th, but we should not be responsible for paying for the service since it was scheduled in error.
The bottom line is that Mr. [redacted] did not deliver service per his contract and yet billed us anyway.  He did not honor our prior request for terminating services on Wednesday, but continued to schedule and bill us for those services.  He is the one in default of the contract, not us. 
Please have Mr. [redacted] credit $432 to my parent's account.
Regards,
[redacted]