ComplaintsforSleep by Rachelle

• Initial Complaint

  01/23/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  Sleep by Rachelle sells a sleep consulting program. I paid over $800 for her sleep consulting package in addition to paying for ten nights of sleep trainers over a four month period ($4,500). The package said she would provide ongoing support. This was not provided. My baby is now ten months old and still not sleeping. This is my third baby and Ive worked with other sleep consultants. Rachelles method did not work and when it didnt she failed to provide the service we contracted to receive. When I reached out to her for help, I would often receive extremely delayed responses (often days later) and when I did get responses, they were difficult to understand, and I would have to text back many times to clarify what I was supposed to be doing. This is not what was stated in the contract. Unless we were scheduling night help which she helped with promptly (this was probably because we paid a ton of money when we used the night help), her responses were very delayed.I reached out to Rachelle over a week ago to explain my concerns and have had zero response back. After spending thousands of dollars with her, a response feels pretty necessary. I shared this experience online and heard from several people that they heard this was a common experience with this company. Praying on vulnerable parents who are seeking to care, for their babies is not only morally deplorable but extremely cruel. I dont want other families to go through what we did with this company. Having worked with sleep consultants in the past, I know that this is not up to the standards of the profession.

  Business response

  01/23/2023

  After a thorough review, we see that you scheduled sleep training in August for multiple nights with our sleep trainers. We were able to successfully get your little one down to 1 feed at night and get him to sleep in his crib. We planned to stay there until you felt like he was ready for the next step and until you were done traveling.
  
  
  
  On your second round of working with our team in November, we scheduled another set of nights when construction on  the nursery was complete and we were able to get your little one to sleep in his own room which was your goal at that time. We have multiple messages and emails that confirmed that this was successful for naps and nighttime sleep.
  
  
  Our last correspondence was at the end of November, you told us that Baby has been hospitalized with RSV. In which, Rachelle said to please reach out once you are ready to get back on track in case things are stressful coming home. Unfortunately when you did reach out on January 14th at 2:14 am we were out of the office and are putting steps in place to ensure we are able to get families a quick reply to schedule a call for the following day during business hours. We did reach out to your second email sent on the following Saturday immediately and attempted to set up a call but respected your reply that you no longer needed our help.
  
  
  
  After reviewing your account we have noted 53 emails, 12 phone calls with Rachelle, and 327 text messages. And with that being said we feel like we have thoroughly supported your family.

   

  Customer response

  01/27/2023

   
  Complaint: 18875571
  
  I am rejecting this response because:

  
  

  With all of that communication back and forth we should have a baby who sleeps. The reason there are so many messages between the company and myself is because I was reaching out repeatedly to try to understand what the plan was, trying to clarify what was said, checking back in about what I was supposed to be doing because it was so unclear, and then following up again after what the company told me to do didnt work. Each time I was left with more questions than answers. 

  
  

  The fact is, there was a lot of lack of professionalism and the sleep plan did not work. I had to reach out again and again to clarify and understand due to a lack of responsiveness that led to additional struggles and confusion. When **** got sick he had zero skills to put himself back to sleep so we ended up exactly back where we started each time. Two of the sleep trainers sent to care for my baby overnight had no idea what the plan was when they arrived here. They asked me the plan. 

  
  

  After reaching out in the local ******** groups, I had multiple families and other local professionals in the parenting space reach out stating that they knew this company had a reputation as being less than professional, and that they have a bad reputation in the sleep industry. Multiple sleep trainers have actually offered their support for free because they said theyve seen this happen to families with this company before. 

  
  Sincerely,
  
  *****************************

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