ComplaintsforCare the Wright Way, LLC

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hired company on 11/28. Immediately invoiced for care for $4992.00 (13 days @ $360.00, other charges). Had issues with caregivers not being a match and adjusted hours. The company also canceled a day because their caregiver was sick. I notified the company on 12/10 that my husband had been taken to the ** and to cancel the services. I asked for a statement of account numerous times. The last day of work was 12/7. My husband died on 12/14. I notified the company owner, ******** **********************, and was she was working on the statement of account and the refund process was ***** days. There is a kit and a notebook that is due to be returned. She never mentioned that was a requirement for the refund . Mrs. ********************** texted me on a holiday 01/15/24 a month after he passed to ask if she could come by and pick the items up. I was out of town. I had texted her with no response on 3 occasions and emailed her prior. When I reached back out to her she said the refund was on hold since they never got the kit and notebook. She NEV** indicated that was an issue. I immediately asked her to meet and exchange the refund for the kit and notebook on 1/22 and have had no response . I never received the document that promised to show the credit in the process. Due back at least 6 days @ $320 less late cancelation fees of $300.00( Less than 24 hours when he went into the **). The contract only lasted 10 days total and it has taken 45+ days to get any information on a refund or a refund.

  Business response

  02/06/2024

  In response to the concerns raised by ***************** regarding the processing of her refund and the communication issues surrounding the return of items to Care the Wright Way, we would like to clarify the situation and our efforts to resolve this matter.
  Care the Wright Way remains within the specified time frame for issuing refunds, as outlined in our policies. We understand the importance of clear and timely communication, especially during such challenging times. We have made several attempts to coordinate with ***************** for the retrieval of our items, including proposed visits on January 3rd and January 15th, to which we encountered availability issues. We respect the difficulty of ********************* circumstances, especially with her husband's health condition and subsequent passing, and we have strived to accommodate these complexities throughout our interactions.
  On January 2nd, we reached out to ***************** to arrange a time to collect our belongings, only to learn that she would not be available until late afternoon. Subsequently, on January 15th, we attempted again to coordinate a suitable time for both parties, but learned ***************** was out of town. We received a message on January 17th indicating ***************** would mail the items to us, which we appreciate and have confirmed the items were mailed out as of February 6th, 2024.
  We acknowledge the distress that ***************** has experienced during this time, not only due to the loss of her husband but also due to the perceived delay in the refund process. Our cancellation policy, which requires adequate notice for service changes, has been applied in consideration of the exceptional circumstances presented. However, the return of our property is a necessary part of finalizing the account settlement and processing the refund.
  We regret any misunderstanding regarding the communication of this requirement and any inconvenience this may have caused *****************. Care the Wright Way is committed to resolving this matter as swiftly and fairly as possible. We are now in a position to finalize the refund process, taking into account the days of service provided, any cancellations, and the late cancellation fees as per our agreement.
  Our priority remains to provide compassionate and quality care to all our clients, and we are keen to address any concerns or issues that arise during our service provision. We appreciate ******************* understanding and patience as we work to conclude this matter to her satisfaction.
  ******** Wright,CEO, Care the Wright Way
  

  Customer response

  02/07/2024

   
  Complaint: 21218068
  
  I am rejecting this response because: The  agency is employing dishonest practices . The return of the equipment was NEVER communicated as an issue for the refund until the days got close to the 30 days. The agency was asked for a detailed statement of charges and balance to be refunded on 3 occasions . The first being prior to my husbands passing on 12/10 . I suggested mailing the equipment back and asked on 1/22 for an immediate date and time to meet and return the equipment once the agency all of a sudden stated that was the issue for the refund hold . No response from the owner . No communication on a statement of account . To charge $200 to reconcile an account that only had 1 payment and less than 7 days of actual care is absurd . The owner miscounted dates after using 45 days to meticulously reconcile an account that had one single payment . In addition , the reconciliation she implied meant she was going to review all days which would certainly include hours worked less than the hours paid . In addition to the subsequent days that were cancelled after his death and a day the company could not deliver acceptable services . In an effort to close out this matter I asked for $1,800 refund which is more than fair considering a full audit of the account even using all of the so called new policies that are not in the signed contract.  Yesterday, the amount was incorrectly calculated and offered a refund of *****. Unacceptable . Adding in the day they failed to calculate using common math , the proposed refund would be $1600 . Which is still below my offer of $1800 . I still believe the date they cancelled is refundable at $360 along with the excess hours paid over hours worked that were paid .  I was willing to close this out for $1800 but the owner insists on bringing up this equipment as a barrier when it is clear by the inability to present a statement that they had no good faith intention to refund anything until forced to do so .  To close this at $1800 is still on the table .  I know the owner has other business to attend to and  I would love to put this behind me and properly grieve for my husband . This is money paid by someone who is dead . The owner is holding on to funds for services not rendered . I am the Court appointed Executor of his affairs and have presented this to the court as a debt owed to the estate .  An amicable resolution would be best for all involved. 
  
  Sincerely,
  
  *********************

  Business response

  02/08/2024

  I hope this message finds you well amidst these challenging times. I wanted to address your concerns directly and provide clarity on the situation regarding the processing of your refund and the return of our equipment.
  As per our records and the communication shared between us, I understand there has been significant effort from both sides to resolve this matter efficiently. It's important to note that you had mentioned the possibility of mailing the equipment back to us since a suitable meeting time could not be arranged on January 17, ****. The equipment was indeed mailed on February 6, ****, for which we are thankful. This action aligns with our company policy that stipulates the return of all equipment before finalizing any refund process.
  On February 7, ****, as confirmed, a check was mailed out to you, adhering to our refund policy timeframe. This step was taken promptly after the return of our equipment, demonstrating our commitment to resolve this matter swiftly.
  I would also like to address the assertion regarding the lack of notification about the equipment return being a prerequisite for the refund process. As evidenced in our communications, specifically in an email where it was stated, "The only delay in the check being placed in the mail was we hadn't picked up our equipment... As you mentioned before, were you able to place it in the mail because we haven't had a delivery?" This indicates that the importance of returning the equipment was indeed communicated which you said was never communicated.
  I understand that this situation has escalated to a point where legal considerations are being pursued. While it is regrettable that our interactions have reached this juncture, please know that it is standard practice to limit communication under such circumstances to ensure that all actions and statements are properly managed within the legal framework.
  I want to reiterate my deepest sympathies for the loss of your husband and the stress that this situation has caused you. It was never our intention for the refund process or the return of equipment to add to your burden during this time of grief. Our goal has always been to provide support and understanding to our clients, especially in times of need.
  While this will be my last communication on this matter due to the ongoing legal proceedings, I want you to know that Care the Wright Way remains dedicated to resolving outstanding issues in a fair and respectful manner. Our commitment to providing quality care and support to our clients and their families is unwavering.

  Customer response

  02/09/2024

   
  Complaint: 21218068
  
  I am rejecting this response because: I have not received a check in the amount of $1800.00.  The value of the equipment was less than $100 and  when questioning the refund and statement of account ,the EQUIPMENT return requirement was never mentioned by the owner of why the equipment was not returned.   If the owner really wanted to satisfy this dispute she would remit $1800 immediately.  Intention maters less here , action matters the most.  Speaking about not wanting to add to my grief process and continuing to have actions that do just that is ineffective in resolving this dispute.    She is fully aware that this BBB complaint was filed to try to satisfy this dispute and prevent Legal proceedings. It was done after she IGNORED my request to meet and exchange the  refund and the equipment in person.  The continuance of being vague and to keep discussing holding  my dead husbands money which was at the true value of roughly $2400 is significantly more than this $100 equipment and no court is going to agree that would be a reason (not in contract) to withhold a funds prepaid for services not rendered.  It would be more acceptable to deduct the minimal value of the equipment and return the funds but since neither is in the written contract it is really moot in the eyes of the law.  I made a fair amount to accept without going to court but the owner who claims to want to settle this refuses to do so. 

  This complaint is solely to get the funds back that are due to my husband's estate. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I met with ******** Wright in my home to discuss in home health care assistance from her company Care the Wright Way. I explained I needed a person to get me out of bed at 11:00am get me dressed and into my battery-operated wheelchair. I showed ******** my bedroom and the lift I use to get in and out of my chair, I advised ******** there would be some light housekeeping and occasional laundry of only my clothing and bed sheets. ******** explained her rate and that she needed a deposit of $2,602.00. I asked when I'd get my money back. She stated ***** days after services ended. My husband gave her check #**** for $2,602.00 dated 6/4/2022. In August2022, I advised ****************** no longer needed her services for various reasons, mainly they (******** or her staff) were always late getting me up at 11am and I'd have to remind her to adjust my bill on those days. I had to sign their phones at the end of their shift and there was no area for hours. When the staff arrived late, they couldn't sign in or out of the timesheet. The'd call ******** and she would say "I'll take care of it". During the discussion of her agency's last day, I asked about my deposit of $2,602.00 and she said it would be ***** days. It has now been 4 months since I stopped working with Care the Wright Way and I want my money at this time. I've left at least 3 messages on her voicemail and received 1 returned call. ******** stated things have been really slow, she'd been in the hospital and my check was returned to her office but she'd type a new one and get it mailed Friday, 10/28/2022. She originally mailed the check 9/30/2022, then again 10/28/2022. It's now 11/09/2022 and I still haven't received my money. I'm tired of waiting and tired of excuses. Thank you for your help with this matter. ************************* I'll have to mail the contract as I don't know how to upload the papers I have, mailing it tomorrow. (11/10/22) *************************

  Business response

  11/11/2022

  *************** was a customer of ours starting June 4, 2022. Her last day of service was August 31,2022, per our policy we have ***** business days wait ******* *************** has called every single day since she has left us to retrieve her refund amount which I will not disclose here. *************** numbers are not accurate.  Her refund was sent out last week, per the 45 day grace ******* I have contacted her numerous times to let her know it will be sent out. I am sorry for the inconvenience that I may have caused, but we are still in our time frame.

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