Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Do not work for or with this company. They are not safe, because they don't track and record your location like they say. They don't know who's home they're sending you into. You are not covered at all. And on top of it, you will always have to fight to get paid for all your hours and your mileage, IF they even pay your commute. They will let you do the work and then delete the visits afterwards. **************** is non existent. Not a trustworthy company. I wouldn't work for them, and I definitely wouldn't trust them with my elderly loved ones. I did a visit this past Saturday, and they deleted the visit after it was done. This is not the first time. I've had to file complaints with ****** ******** and ******************* in my state NC, and the state they're based out of, *******.

  Business Response

  Date: 03/28/2025

  Thank you for bringing this matter to our attention. Papa takes all concerns regarding our platform, payment processes, and safety protocols seriously. We appreciate the opportunity to respond and clarify the circumstances surrounding this complaint.

  We have thoroughly reviewed the scheduled visit in question for March 22, 2025. After reviewing the visit in question, we found discrepancies between the complainant's statements, visit data, and information from the Member. Our records indicate that while the visit was scheduled for March 22, 2025, at 10:00 AM, Ms. ******** did not arrive at the Member's home. Although we initially could not confirm this with the Member, the Member later reportedon March 22, March 25, and March 28that Ms. ******** never arrived for the Members March 22 scheduled visit. As a result, the visit did not meet our billing criteria, and payment was not processed. In one of these conversations, the Member specifically stated that on March 22, Ms. ******** informed them by phone that she had been in an automobile accident and was waiting for the police. Shortly thereafter, Ms. ******** contacted the Member again, stating it was a minor fender ****** and that she would need to come back another time as she could no longer make it that day. Based on this sequence of events, the visit was marked as unfulfilled and did not meet billing eligibility.

  During our follow-up with Ms. ******** on March 25, we explained our visit audit process, including location tracking via the mobile app, which utilizes the ****** Maps API. This location tracking is utilized to ensure individuals are enroute/ on-site for a scheduled visit.  As part of our ongoing review and follow-up, Papa contacted the Member and their spouse (also a Member) on March 28 regarding a separate visit scheduled for the spouse. While they confirmed Ms. ******** was present for the March 28 visit, they reiterated that Ms. ******** did not show up on March 22.

  Regarding safety concerns, our app is equipped with a built-in real-time emergency support function powered by Noonlight, a leader in safety monitoring. This feature is designed to enhance security during visits. If necessary, Noonlight can dispatch emergency responders (such as police and ambulance) to the Pal's location.

  With respect to the broader concerns raised, we do not condone any efforts to manipulate visit documentation or withhold compensation. All reported concerns are investigated and we maintain robust systems to monitor, audit, and escalate issues when needed.  We remain committed to supporting the Papa Community and encourage Ms. ******** to contact our support team directly with any outstanding concerns.
  

  
  

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted my application through the papa app last year 2024. The application required a copy of my license, social security card and auto insurance. All required documents were attached and submitted. I waited patiently for months and I did follow up through the app regarding status of the application. A few weeks later I received request for a copy of my license and social security card to be resubmitted. The status on the papa app changed to my background check was in process to wait for an e-mail. I am now 3 months into 2025 and I tried to log in to check status on the papa app and was not able to login. I sent a message through the papa chat line and was connected to a papa agent. The agent messaged there was no work in my area and a background check would be done when there was work. I explained that the app had shown I was in a background check. He then said I was correct my application was in background review and to continue to wait for an email. The agent would not address why I could no longer log in and why the app did not recognize my user name or phone number. My concern is this has all been a SCAM and now my license and social security number are in the hands of a company that is questionable. I felt this was a company I could trust and now I am not so sure. If the company was not actively looking for employees in my area then why did they need a copy of my documents? If a background check was being done then why not allow me to check on the status of the background status. Also, why did the papa app forget my user name login and not recognize my phone number either? Please help me to understand what happened here.

  Business Response

  Date: 03/13/2025

  We appreciate you bringing this matter to our attention. At Papa, we take applicant concerns seriously and are committed to ensuring a transparent and secure onboarding process.
  
  Upon reviewing this case, we found that the Pal's application experienced a delay due to the identity verification required during the background check process. Our records show that communication regarding this step was sent in December 2024. We apologize for any confusion that may have arisen during this process, particularly regarding the information the Pal received about onboarding availability in their area.
  
  We understand concerns about data security. Please be assured that Papa adheres to strict protocols to protect all applicant information, ensuring that personal data remains secure. We are pleased to inform you that the Pal's application has been fully processed. Our team contacted the Pal on March 13, 2025, and they confirmed their satisfaction with the completion of the onboarding process and indicated that they no longer had concerns regarding the legitimacy of the application. We appreciate their patience during this period.
  
  If the Pal has any further questions, we encourage them to contact our team directly.

  Customer Answer

  Date: 03/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  Date:12/21/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed up for visit at 1pm and at 12:50 pm company cancelled visit

  Business Response

  Date: 01/03/2025

  We appreciate you bringing this matter to our attention. At Papa, we are committed to ensuring that our members receive the support they need, and we sincerely apologize for the inconvenience this situation has caused the member.
  
  Upon reviewing the case, we understand the member's frustration regarding an unfulfilled visit on 12/21/2024. The member had originally scheduled a visit for 12/21/2024, but the assigned Pal was unable to complete the visit as they reported they had fallen ill. Unfortunately, despite our best effortsincluding contacting local Pals and reaching out to the member to offer rescheduling optionsno Pals were available for that specific date.
  
  While our team attempted to secure an alternate Pal in time, we understand the impact of an unfulfilled visit and take this issue seriously. We regret that we were unable to successfully connect with the member during this time to find an alternative date.
  
  Papa continuously monitors unsuccessful visits and has taken actions by marking the members upcoming visits as critical, ensuring that they receive careful monitoring. If the member has any further concerns or requires additional support, we encourage them to reach out directly. 

  Customer Answer

  Date: 01/18/2025

   
  Complaint: 22718518
  
  I am rejecting this response because:

  No apology was given and no remedy was provided as a result of their failure and lack of responsibility.  It is unacceptable to inform the client 10 minutes before the appointed time that no one is coming .  The company should have ask the client can they send someone at a later time or a different day.  Other than the response from BBB, the company never reached out to me. 
  Sincerely,
  
  ****** ******

  Business Response

  Date: 01/23/2025

  Thank you for forwarding the consumer's response. Upon reviewing our records, including call recordings and transcripts, we have determined the following:
  

  - A Papa Pal was scheduled to provide a companion visit to the consumer on December 21, 2024, at 1:00 PM. Unfortunately, the Pal canceled the visit at 11:45 AM due to illness.
  - Immediately following the cancellation, Papa made diligent efforts to secure another Pal by contacting all available Pals in the area. Despite our efforts, no Pal was available to take the visit.
  - Papa promptly contacted the consumer at the phone number provided during enrollment to inform them of the cancellation, as soon as practicable, and prior to the scheduled visit time.
  - On December 21, 2024, a call was also received from an individual acting on behalf of the consumer. During this call, our team extended an apology for the cancellation and advised that the visit could be rescheduled at a time convenient for the consumer.
  - Neither the consumer nor Papa's Client was billed for the canceled visit.
  

  We understand the inconvenience this situation caused and remain committed to delivering quality service to all our members. We continue to enhance our processes for handling last-minute cancellations, while prioritizing the health and safety of consumers/members and Papa Pals.

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22718518
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service has gone down the drain significantly for the past 6 weeks !! I've utilized Papa pals for the past 2 years and in the past 6 weeks I lost my long-standing housekeeper who graduated to be a healthcare provider as a ***. It saddens my heart cuz she was the best thing next to sliced bread. However, Papa pals has seemed to have fall between the cracks. Their service is sucky. They refuse to acknowledge when they make a mistake. I've had no papa pal service in over 6 weeks. I had one lady finally come. I loved her. I wanted her to continue to take me all the way through the end of the year. I contact Papa pals. They say I'm not set up for text messaging. My account's been changed to Spanish. They say I did it. I've done no such thing. I've never even logged into the Papa pals thing until last week. Never had the app on my phone call up and everybody tells you oh your appointment's been canceled. The lady showed up my appointment shows it's not canceled. The smart people on the other end of the customer service line don't provide customer service. They're ignorant. They're rude. They don't have enough information to provide to the customers. So I'm sitting around today waiting for my cleaning lady to come at 2:30. Planning for her to come having another appointment at the you know come by at the same time that needs to get into the basement and they're telling me now that my service has been canceled that I don't have anyone coming today cuz my cleaning lady didn't accept it. I have a text message saying that she didn't accept it cuz she cuz somebody else accepted it so I called them to let them know I don't want this somebody else. I want her and of course they say no. It's been canceled cuz she can. She didn't accept it but it doesn't get canceled. It actually sits there on a scheduled and Papa usually calls to see if they can find us somebody else to come in and fill the space.

  Business Response

  Date: 12/03/2024

  We appreciate you bringing this matter to our attention. At Papa, we are committed to ensuring successful visits for all our members. If a visit is unsuccessful, our teams will work with the affected member directly to reschedule for another date or time. Papa also monitors all unsuccessful visits and takes disciplinary actions with its Pals when needed. These actions can range from coaching to permanent removal from the platform.
  
  In this case, Papas team spoke with Ms. ******* to apologize for her missed visits, and let her know that we'd address the concern with her pal. We also spoke with the preferred pal to find alignment between their availability and Ms. ********* scheduled visits moving forward.
  
  We apologize for any inconvenience initially caused for Ms. ******* and express our gratitude for her continued engagement with our services.

• Initial Complaint

  Date:11/14/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Every day Papa Pal calls my home. Each time I answer the call there is only background noise and no one speaks to **** keep saying hello, but the noise continues until I hang up in anger. Whenever I call their number, I get a recording asking me to leave my message, which I do daily, asking them to stop calling my home, to no avail, the daily annoying calls keep on coming.

  Business Response

  Date: 11/21/2024

  Thank you for bringing this matter to our attention. At Papa, we take every concern seriously and are committed to providing high-quality service. 
  
  We thoroughly investigated Ms. ******* claim regarding calls received from Papa. Our team was unable to verify a history of calls made to the individual, as Papa has no record of outbound calls made to the telephone number associated with this report.
  
  Our team attempted to reach out to the telephone number provided to gather more information, but were unable to connect with Ms. ***** or leave a voicemail.
  
  We have placed the telephone number associated with this report on our "Do Not Call" list, ensuring the number receives no marketing calls from our organization in the future.
  
  Should you desire to contact Papa directly, you may reach out to us directly at our line for members,  **************.
  
  The Papa Team

  Customer Answer

  Date: 11/21/2024

  I called the Papa 800 number to explain what their company has been doing that is so annoying,  they call daily and never speak when I answer.  left my name and number and await to hear from them

  Thank you for your reaching out to me 

  Business Response

  Date: 12/12/2024

  We thoroughly investigated Ms. ******* claim regarding calls received from Papa.
  Our team was unable to verify a history of calls made to the individual, as Papa has no record of outbound calls made to the telephone number associated with this report and no records of an associated individual present in our administrative system. Our team attempted to reach out to the telephone number provided to gather more information, but were unable to connect with Ms. ***** or leave a voicemail.

  
  

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Worked for papa pals members ***** ticket no. ****** . This members wife was violating the member services to her personal services. ******* was moving from one apartment to another and asking papa pal to help her move out and take things back and forth to the new apartment. And clean the old apartment. I was not paid correctly for the miles back and forth the total of 18 miles for this member. 2.82 miles only paid still owing ***** miles x .45 cents equals $6.91. The next member was ******* ticket no.117257 ******* needed to run errands and stay 5 hours with him. Got paid 5hours correctly but the miles not. I drove back and forth to the members home back and forth 3 -times. First to unload groceries. ******* go to the gym, the next he wanted to go into town to get an estimate on a playstation. Went 2 different walmarts, **** one twice. We needed to go back home to pick up his game station.Possibly use it to purchase one as a down payment, then we went to game store totaling 40 miles I drove. I was only paid 7.55 miles. Still owing ***** miles x .45 cents equals $14.76 not paid. The grand total is $21.67 not paid.

  Business Response

  Date: 11/19/2024

  Thank you for bringing this matter to our attention. At Papa, we take every concern seriously and are committed to providing high-quality service.
  
  We thoroughly investigated Ms. ******** claim regarding unpaid mileage accrued during two visits conducted on 11/8 & 11/10 respectively. Our team was able to confirm the information provided, and we have proceeded to issue the pending payment for mileage to honor these completed visits.
  
  A payment of $21.67 was issued to Ms. ******* account on 11/15/24. Once this payment is processed please allow up to 48 business hours for your financial institution to deliver these funds to you.
  
  The Papa Team

• Initial Complaint

  Date:10/16/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have very much enjoyed working as a papa pal this last year *** had many clients set me as their preferred pal for many visits. On October 4th I received an email from the verification service papa uses. A hit came back on my record I email the company back they responded at 6:02PM October 7th they asked me to send my new license because I had moved to a new state which I did I responded October 7th at 6:32PM therefore one state showed surrendered but the new state shows active with no violations. By law you cant have two licenses at a time in any state. I have tried working with Papa to get this figured out but they keep sending me back to Turn Compliance who hasnt answered any emails or responded to any phone calls since October 7th! Im really not even sure what the next step would be but no answers isnt great for business ********* of yesterday Papa deactivated my account canceling all of my appointments with so many of my wonderful clients, while I was actually at an appointment with a client! How wrong is that! Then you cant talk to anyone on the phone or get help to rectify the situation. I have emailed both Papa Pal and Turn compliance with no help or solutions in this matter. I feel this is entirely unfair to be doing to any of us. I just want my account back to be able to serve the people in my area that so desperately need the extra care and companionship, they look forward to their weekly and biweekly visits and right now by no fault of my own I feel like Im failing them.

  Customer Answer

  Date: 10/17/2024

  This matter has been resolved and my Papa account is up and running! 

• Initial Complaint

  Date:09/22/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Papa Pal hasn't full filled any visits in 3 days and I really wanted them to be fired in **************** now and to please hire Senior Helpers right now because Papa Pal has been doing this to me since last 2023 and I'm fed up about this right now. The Ceo and some people their giving me tickets which they don't honestly do anything about at all now. I'm disappointed and angry about having today's visit because they don't hire enough people in ************ ************ right now. I don't want to hear anymore lies from this company right now.

  Business Response

  Date: 10/17/2024

  We appreciate you bringing this matter to our attention. At Papa, we are committed to ensuring that our members receive the support they need, and we sincerely apologize for the inconvenience this situation has caused the member.
  
  Upon reviewing the case, we understand the member's frustration regarding an unfulfilled visit on 9/22/2024. The member had originally scheduled a visit for 9/20/2024, but the assigned Pal was unable to complete the visit as the member was not home at the scheduled time. The member then requested to reschedule the visit for 9/22/2024. Unfortunately, despite our best effortsincluding contacting local Pals and reaching out to the member to offer rescheduling optionsno Pals were available for that specific date.
  
  While our team manually intervened to try and secure a Pal, we understand the impact of an unfulfilled visit and take this issue seriously. We regret that we were unable to successfully connect with the member during this time to find an alternative date. Please note that the member has since completed several sucessful visits.
  
  Papa continuously monitors unsuccessful visits and has taken actions by marking the members upcoming visits as critical, ensuring that they receive careful monitoring. If the member has any further concerns or requires additional support, we encourage them to reach out directly.

• Initial Complaint

  Date:09/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with Papa's on 7/17/24 for damage that occured sometime during 3 scheduled visits 6/6, 6/11 & 6/13 for light cleaning of my home. I discovered a deep scratch measuring 1.75 inches long right in the center of our 65" ******* flat screen TV that we paid well over $1500 at the time of purchase. It was caused by Papa Pal ***** ****, when he wiped the screen with his dirty furniture polish rag. I tried to show the oily film on it also, but the glare made it hard to show. Also, attached are pictures of the model information. Ugh he did a great job the first time he came but the second time he mistakenly used furniture polish on all my floors, he did not pay attention to what I showed him to use when he started for the day. I didn't realize it until he was finished and was wrapping up for the day. I had been working in my home office for most of the time he was here. But when I got up and walked through the house I slipped ***eatedly. OMG, he had to come back the next day and redo everything, using Windex to try to cut through the oil. But they are still a hazard to walk on. Using up an additional 4 hours of my allotted 30, to do so. And that day I suppose he was ******* to get something else accomplished other than just the floors. That's when he had to have scratched the screen. Which I might add is NOT supposed to be cleaned in any other way than with I CLEAN lint free cloth. Since this is our media room, located in what was my Father in Laws side of our home, to the only other human beings that have been in this room since he passed away are my husband, myself and the Papa Pale. I did not discover it until 6/14, Friday night was the first night since he had "cleaned" that we sat down to watch a movie in our media room where this TV is located, and it was the first thing we saw when we turned it on. I contacted them the first Monday morning and have been put off ever since by the contact *** ******-client support. I feel they also owe 4 hrs of service

  Business Response

  Date: 09/27/2024

  Thank you for bringing this matter to our attention. At Papa, we take every concern seriously and are committed to providing high-quality service.
  
  We thoroughly investigated Ms. Wambsgans’ claim regarding damage to her television, which included a detailed review of her account and all available evidence.
  
  During our investigation, we identified inconsistencies between the initial report, the service dates logged in our records, and the dates reported to the BBB. Unfortunately, we were unable to find sufficient evidence to conclude that the damage occurred during any service visits by Papa Pals. While we cannot substantiate the claim for reimbursement, we have credited the time for the visit and remain committed to meeting Ms. Wasmbsgans' expectations moving forward.
  
  Should Ms. Wambsgans have any further questions or wish to discuss this matter, we encourage her to contact us directly.

  
  

  Customer Answer

  Date: 10/22/2024

  I have just gotten back from being out of state and am just now reviewing this. Prior to leaving, I received a phone call from Papa's *** telling me that they were NOT going to cover this due to my delayed response. I getting the dates mixed up between when the person was here and when I ***orted the damage in the months of June and July because I was so busy trying to p***are for the upcoming convention I was attending in October the days just ran together. But they know what the dates were. They know that their worker did this. He was the only person in the room where TV was damaged as it is located in our media room that we just simply did not go in to until the evening when it was discovered, I had no idea how long that actually had been. They told me that I had waited too long to notify them of this. AND that I was supposed to be in the room with him the entire time he was cleaning. I was never informed of this. Or that there was a time limit to file a complaint. They do not come with any kind of written information on rules or requirements. How was I to know what they are?

  Business Response

  Date: 11/01/2024

  Thank you for sharing your follow-up.
  
  We understand our Member's concerns and appreciate the opportunity to provide further clarification regarding the reported television issue.
  Our investigation involved a full review of ********************** records and evidence without imposing any time limits on reporting. Unfortunately, we could not confirm the reported damage that occurred during Papa visits, and varied reports about the possible date added to our review's complexity.
  
  While we can't approve monetary reimbursement at this time, we sympathize with her position and invite her to reach out directly with further questions.
  
  The Papa Team

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  See attachment
  Click here to Get the File - use the Password: 6AE38FF1
  ************************************************************************

  Business Response

  Date: 08/28/2024

  Hi, 

  We're unable to see any information about the complaint, as the link doesn't work (see attached) and nothing shows up when we try and download the pdf. 
  
  Can you please share an updated link or a pdf of the complaint details?

  Thanks, 

  ******

  Business Response

  Date: 09/05/2024

  We appreciate you bringing this matter to our attention. At Papa, we prioritize ensuring that our members receive the support they need. We sincerely apologize for the difficulties Mr. ****** experienced in scheduling visits and understand the frustration this has caused.
  
  We recognize that pal availability in certain areas can fluctuate, which can unfortunately lead to unfulfilled visits. When a pal in the area does not proactively pick up a visit available in our system, our team makes every effort to find an available pal and adds incentives to encourage participation. If we are unable to secure a pal, we notify the affected member and attempt to reschedule for another date or time.
  
  Papa also carefully monitors all unsuccessful visits. This allows us to take appropriate actions, such as prioritizing subsequent visit fulfillment or taking disciplinary actions if a pal accepted a visit and failed to show. Additionally, we use data on pal availability to drive broader recruitment efforts in areas with limited availability.
  
  We value Mr. ******* feedback and appreciate his continued engagement with our services despite the challenges encountered. If Mr. ****** has further concerns or needs additional support, we encourage him to contact us directly. We aim to ensure that all our members' needs are met with the highest level of care and attention.
  
  Best, 
  The Papa Team