ComplaintsforEasterseals DE and MD's Eastern Shore, Inc.

• Initial Complaint

  03/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was the Caregiver for my mother, ********* ********, who died in August 2022. I was awarded a $500 Respite Grant through Easterseals Lifespan Respite Program. I submitted all of the required paperwork and the Invoice on July 14, 2022 and I showed proof of that to Easterseals. ***** ******* is the Director of the Community Outreach Program at Easterseals. **** ****** is the Outreach Assistant in the Community Outreach Program at Easterseals. I have sent several e-mails to both of them. I have gone in person to Easterseals two times. I have had many phone conversations with them. ***** ******* has made so many different excuses for not paying the $500.00. ***** ******* keeps demanding more and more paperwork. I gave Easterseals EVERYTHING I HAVE AND EVERYTHING THEY NEED. They pretended they never received my paperwork, but I have proof they did. I demand the $500.00 they promised in writing or I will take this case to court.

  

  Business response

  04/21/2023

  Ms. ******** was a participant within our Community Outreach Program, being supported by a state contract with  Easterseals for reimbursement using federal dollars for Respite services.        Whenever federal dollars are involved, there are very specific requirements for documentation to support that a service occurred and that it occurred within the parameters of the contract.    Ms. ******** did not provide all of the necessary documentation within the timeline that was required, which made her ineligible for this funding.     Both ***** ******* and **** ****** (ES employees) explained what was needed and the timeline to Ms. ******** throughout the process.    The services were delivered in July of 2022 and we received requests for payment in September 2022.   In September, ***** ******* contacted Ms. ******** to explain the need for her to submit the missing documents in order for Easterseals to process the payment.    We did not hear again from Ms. ******** until late February 2023, at which time, a request for the needed documentation was made again so that we could process.     Ms. ******** appears to have reached out the BBB and to our National office on the same day; March 6th, 2023.       On 3/6/2023, I spoke directly with Ms. ******** and explained the position that we were in and that we were not permitted to release the funds to her without the documentation.  She explained the circumstances in which the documents were no longer available.    I asked ***** to follow up with our state contract liaison to explain the situation and to see if they would give approval to release the funds without the ‘required’ documentation. I did not expect to receive this approval as this is counter to the contract and the federal contracts.      Surprisingly, we were given written authorization by the state liaison to pay Ms. ********.   I spoke with her on 3/9 to inform her of the outcome and suggested that she contact me if she did not receive the direct deposit within 2 weeks.   I have not heard back from her so I assume that all went well with that transaction.  I am pleased that we were able to obtain the state approval but without that, we would not have been able to provide the payment that Ms. ******** was seeking as it would have put our state contract at risk. Please let me know what further information may be needed or if you have any questions. 

  Customer response

  04/21/2023

  Better Business Bureau:

  Thank you very much to Easterseals and to the state.  Being a Caregiver for my mother was an honor and a privilege, although extremely difficult without

  any respite assistance.  So I thank you for helping me be the best Caregiver I could be to my Mother whom I loved and cared for more than anything and anyone else in the world.

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 19545363
  

   

   

   

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