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Business Profile

Home Health Care

Visiting Angels Of North Central Ohio

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Health Care.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/13/2023

    Type:Product Issues
    Status:
    Unresolved
    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.
    Inital deposit for service was not used up for thelast two weeks of home care. Refund was promised within 1 month of final invoice and has not been issued.

    Business Response

    Date: 11/21/2023

    Business responded over the phone to BBB Staff

     

    We are working with the consumer on the refund and will call him.

    Customer Answer

    Date: 11/22/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

    Visiting Angles response was "working with customer", they are not working with me. They owe a refund and there is no work to be done except to issue the refund. I Have not received refund as of 11/22/23, 5 weeks after last service.
    Regards,

    *** ****




     

  • Initial Complaint

    Date:03/04/2023

    Type:Product Issues
    Status:
    Unresolved
    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.
    Request for 2 wk deposit be refunded to ***** **** in the amount of $1,116.95 from Visiting Angels . We have been in communication with Phoenix G******* since January 26, 2023 with no resolution. -2 wk deposit was made in November 2021 in the amount of $1,215.90 -2 wk notice given on 12/28/22, last day of service 1/11/2023 -***** **** was in the hospital 1/7-1/10 therefore no services -Billed & paid $988 for Invoice #****** dated 1/9/23 for services 12/24/22-1/6/23 -Invoice #****** dated 1/23/23 received for 1/11 services for $98.85 but was not paid -1/26/23: my sister ***** sent an email sent to Phoenix requesting our deposit be refunded in the amount of $1,116.95 ($1215.90 - $98.95) -1/27/2023: received email from Phoenix stating she was out on PTO but will talk to the individual who handles the deposit and get back to us -1/31/2023: my sister ***** sent an email to Phoenix asking for a status update, no response received -2/6/2023: I sent an email to Phoenix asking how to get this resolved -2/6/2023: received email from Phoenix stating she has a meeting on Wednesday and will check into this and will get back to me on Thursday -2/9/2023: I sent an email to Phoenix asking for an update from her Wednesday meeting -2/13/2023: received email from Phoenix stating sorry taking so long and will ensure we get everything corrected for us ASAP -2/15/2023: I sent an email to Phoenix with the details showing our deposit was not applied to the last 2 weeks of service for my mom ***** **** -2/16/2023: I sent an email to Phoenix regarding correction for my comment regarding the January 6th charge -2/16/2023: received an email from Phoenix stating she will email again to see the status and include the information I sent her -2/17/2023: I sent an email to Phoenix requesting an update, no response -2/23/2023: I sent an email to Phoenix requesting as update, as of 2/26 I have not received a response

    Business Response

    Date: 03/17/2023

    I emailed the **** family earlier this morning and shared the following information with her.

    The deposit was applied to finish the required two-week period. The two-week total schedule per the signed client service agreement is 42 hours or $1383.90.

    The deposit was applied to invoice ******, which included dates 12/28/22 through 1/6/23, which is nine days of the required 14.

    The remainder of the deposit for five days, 1/7 through 1/11, was also applied to zero out the original deposit amount.

    Also, there was service provided on 1/11, so we are not sure why that wasn't paid. However, we're willing to forgo that to settle this issue.

    I am still waiting for a response from the family, but I am hopeful this will clear everything up. 

    Please let me know if you have any additional questions.

    Thank you
    Phoenix G*******
    Director
    Visiting Angels
    1268 East Broad Street
    Unit 3
    Elyria, OH 44035

    Customer Answer

    Date: 03/17/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    [To assist us in bringing this matter to a close, we would like to know your view on the matter.]


    Visiting Angels response did not provide any resolution therefore below is the email response sent to Visiting Angels today. Visiting Angels claims our deposit was applied to the two week period however our payment of the final invoice was also cashed therefore waiting to hear back from Visiting Angels to advise on how that payment was applied.



    Thank you for the email but unfortunately it does not provide any type of resolution. 


    Your email states our deposit was applied to the two week period however, Visiting Angels cashed our check for the final payment that was submitted with invoice ****** which indicates that our deposit was not applied.


    Therefore, our request is still to be refunded in the amount of $1,116.95 ($1,215.90 Nov2021 deposit minus the $98.95 from invoice ******). 


    In addition, please see my comments below in red font in response to your email.


    The deposit was applied to finish the required two-week period. The two-week total schedule per the signed client service agreement is 42 hours or $1383.90.

    -As you are aware, there were numerous occasions when an aide did not show as scheduled for my mother therefore Visiting Angels failed to meet our required weekly amount of hours for service per the client service agreement.


    The deposit was applied to invoice ******, which included dates 12/28/22 through 1/6/23, which is nine days of the required 14.
    -Two week period was 12/28/2022-1/11/2023.
    -As you are aware, services were not needed 1/7-1/10 due to my mother being in the hospital in which I communicated daily updates to you via email. 
    -Check # 4698 in the amount of $988.50 was paid for Invoice ****** for services 12/24-1/6 (see attached). The check was cashed on 1/25/2023 therefore please advise where that payment was applied to.

    The remainder of the deposit for five days, 1/7 through 1/11, was also applied to zero out the original deposit amount.
    -We spoke on the phone regarding not being invoiced for these days.


    Also, there was service provided on 1/11, so we are not sure why that wasn't paid. However, we're willing to forgo that to settle this issue.

    -This statement contradicts your statement above of "The remainder of the deposit for five days, 1/7 through 1/11, was also applied to zero out the original deposit amount".
    -1/11 would have been part of the 2 week period therefore if the deposit was supposedly applied why would there be any balance that is owed.


    I look forward to your reply in getting this resolved ASAP.


    Regards,

    ***** ****




     

Visiting Angels Of North Central Ohio is NOT a BBB Accredited Business.

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