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ComplaintsforLutheran Child and Family Services
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Complaint Details
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Initial Complaint
11/07/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On 10/16/23, we received a final invoice from Ms. L our social worker for the work LCFS of IL completed for our failed adoption. The timing and manner of handling this invoice were incredibly insensitive and speak to the callous nature Ms. L and this agency conveyed toward us. Ms. L was the worker assigned in service to our birth mother. On 10/11 she traveled to the hospital to meet with the birth mother, and while present, did not greet or make eye contact with any other family or individuals present in the room. While Ms. L's interaction was off-putting, we recognized it was important for Ms. L to communicate a boundary as the birth mom's advocate. On Sunday 10/15 we arrived at the hospital to find that both mother and baby had unexpectedly discharged contrary to the timeline that had been shared with us. We were notified not by Ms. L nor LCFS about our birth mother’s choice to parent and subsequent discharge almost 16 hours after the fact from the stunned nurses on duty when we arrived to check in on the baby that morning, just like we had each day prior. They offered their support and finally offered privacy and anything we needed until we were ready to leave, once again with empty arms and no answers. Monday found us unable to eat, sleep, or string our thoughts together without falling to pieces with grief. You can imagine our horror when we opened our email and found an additional bill for services awaiting us from Ms. L. Every part of a failed adoption is excruciating. Receiving an additional invoice was never going to feel good. But receiving Ms. L’s immediate invoice–when she hadn’t even given us the dignity of communicating the birth mother’s decision–is negligent and unconscionable. This kind of mismanagement of such a delicate time with such little care is inconceivable. We are appalled. We wish for this kind of treatment, particularly at such a devastating time, to never be inflicted to another family EVER again. It’s unthinkably heartless.Business response
11/20/2023
Dear Mr. & Mrs. ******,
Thank you for bringing this matter to our attention. We are sorry for your experience. Per our recent conversations with you, we want to reaffirm that your concerns were heard. As an agency, we are taking action to look at how our internal practices and communication processes can be improved around situations like yours moving forward.
If you have any further questions or concerns, please do not hesitate to contact us.
Sincerely,
Lutheran Child and Family Services of IllinoisCustomer response
11/26/2023
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.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.