ComplaintsforFamily Solutions for Care
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Complaint Details
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Initial Complaint
03/01/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Contacted Family Solutions for Care (FSC) to help our family in getting our 94-year-old mother into a nursing home. They were to help negotiate between her long-term care insurance and the nursing home, and make sure she was getting proper care for 1 year. Signed a contract on September 30, 2022, and paid them $7,495.00 for the full years' service. Was told if FSC was unable to help us, we could get a refund. This is also noted in the contract. FSC was sent all the requested information, including the long-term care insurance policy. Upon reading the long-term care policy, they realized this policy was unable to be used by mom at this time. She would have to be admitted into a skilled nursing care unit in order to submit a claim against the long-term care insurance company. She is not medically assessed for skilled nursing care. She has had medical assessments from 2 different nursing facilities and does not qualify. FSC then wanted our family to transport mom around to other nursing homes in order to shop for a preferred medical assessment. This is a ridiculous and unacceptable request. On December 16, 2022, FSC informed us that they could not help us at this time. I then requested a refund as was noted in the contract. FSC informed me that even though they could not help us, I would not be getting a refund. I haven't heard from FSC since.Business response
03/09/2023
Regarding the complaint#*********
We have spoken to the client and will honor the request for refund. Due to the nature of the health information of the client, I don’t have the option to discuss the details. The refund will be issued today, 3/9/2023. Please let me know if I need to do anything further.
Customer response
03/20/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
******** ******Initial Complaint
12/08/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We hired FSC around May 2020 to get help navigating submitting a claim for my mother's long term care. We paid FSC $4975.00 for their expertise and assistance. It was VERY clear the claim would need to be a cognitive claim because of her dementia. For 2 years we reached out for help and for 2 years we got numerous explanations of why we couldn't submit a claim yet. My mom (at the time) didn't hit 2 of 5 ADLs which they insisted was the only way to submit a claim. Now we know that we could ABSOLUTELY use a cognitive claim and found help in doing so. We requested a refund of our money and were denied. They kept almost FIVE THOUSAND DOLLARS for reading a LTC policy (their expertise) and respond to emails. No action was ever taken. Their response via email was that will all of the research they did it justified not refunding our money. There wasn't much research to do other than ready a policy that was provided. Looking for assistance in getting a refund. This is our first step in taking action.Business response
01/18/2023
We have spoken to the client and have addressed the issue.Business response
01/19/2023
**** ***** *********************************
Wed, Jan 18, 6:19 PM (15 hours ago)
Regarding the complaint below. We have spoken to the client and will honor her request for refund.
Due to the nature of the health information of the client I don’t have the option to discuss the details.
The refund is being sent today. Please let me know if I need to do anything further.
**** ** *****
FSC - CEO
******* *** ********
**** ************Initial Complaint
06/19/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On January 13, 2022 I paid Family Solutions for Care (FSC) $7,495 for specialized claims support services to file a long term care insurance claim on behalf my elderly mother ****** ***** who has cancer. FSC purports to include preparation and submission of required claim documentation to the insurance company, tracking paperwork through the insurance company’s claims process, and updating the claimant. As of June 17, 2002, these services were not performed. I have been lied to repeatedly by FSC about the status of a claim that Family Solutions for Care (FSC) did not file. Federal Long Term Care Insurance Program confirmed to me on June 17, 2022 that FSC had not filed a claim.Customer response
07/05/2022
**************
Thu, Jun 30, 8:06 PM (5 days ago)
to me
Hello, I have resolved complaint ******** with the company and would like to withdraw my complaint. Thanks,
****** ****
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.