ComplaintsforConsumer Direct Care Network Washington LLC

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I worked for this company and did a 3 1/2 hour training class and instructor said I wasn't there so I finally got ahold of someone to help me resign from this company did everything I was suppose to do was suppose to get confirmation email didn't receive that I have called and emailed company but just getting the run around just want final pay and be done with this place

  Business response

  04/11/2024

  Hello, 

  All training for caregiver roles is provided by a 3rd party entity and Training Instructors are employed by those entities.  Completing Training for specific Provider roles is a State requirement mandated by legislation.  When training is not completed within the required timeframe, a Provider is no longer allowed to work.   

  It has been verified that this Provider's employment has been terminated per their request.  This was processed on 4/8/24 and the Provider will receive their last paycheck in accordance to the 2024 Payroll Calendar. 

   

  Customer response

  04/11/2024

   
  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

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am an independent provider for the union SEIU 775 in Washington state. I log my hours into a payroll system that is direct deposited into my account every two weeks. In April of 2022, our union switched everyone in the district from IPone to Consumer Direct care network. I am no longer able to claim any over time and we have had holiday pay days cut down to two a month, 4th of July and new years day. The only phone number listed to contact Consumer Direct Care Network does not ring, it goes strait to our regional case manager who is in charge of every care provider in the district and her work load is heavy. I cannot call pay roll or any employee support line. There is a general email that is listed and I never get a response back. the payroll portal where we log hours worked always has some kind of issue, resulting in weeks without pay. I submitted 80 hours of my PTO for the week of 10/29-11/4 and 11/5-11/11 of this year. my hours were under saved when I know I submitted them and spoke with my client and my regional case manager who approved them. I was unable to submit my 40 hours for the week of 11/12-11/18 because the computer showed I was only allowed 17 hours a month and an assessment error made through senior information and assistance. I spoke to my client's case manager and she reassured me that that was false. now I am waiting for a call back after contacting them multiple times a day, every week day since 11/17th. I have filed a complaint with my union regarding this company. they need to be held responsible for their unavailability to those who are care providers and employees. this behavior is egregious, unacceptable, and has resulted in severe financial hardship for my family.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First off it took me over a mth to get my new caregiver app for work which is totally unacceptable! Approx Oct 15/22 I ref my caregiver *** to a friend to also b her caregiver w/ the assurance from CDWA the add'l hours needed for her to work for us wld b a prob to b app and they were ******* it thru.However once again they lied! When I was told *** was going to work solely with my friend I called my CM @ CDWA to inform her I had a new potential caregiver summit an app she told me to have her schedule an app on 11/2/22 n *********** cld complete the paperwork there with her @ the point only having to go home n complete 5 training hrs b4 being able to start wk, more lies she was told to come BK again on 11/9 n for sure everything wld b done, more lies! ***** was told call us next Tues, when I called my CM I was told her bkgrck is still being processed n HR!! More lies!! Since this company got this contract from the state I have been without a caregiver more time than I have one!! U can't ever reach them by phone, they take a ridiculous amount of time to clear someone to work, and I for one am just sick of it!! Not to mention the ridiculous amount of money they charge the state for their services vs what they pay their caregivers!! And I might also add this has happened to me three times now, n when they first took over caregivers had to wait some of them 2 mths for their pay that's the whole reason my niece quit n the first place cuz it's ba crappy *** to work for n she was my best caregiver!!!! Now I know nothing is prob gonna come of this cuz I'm only 1 person but trust me there are plenty of us out there they just are so frustrated, but also scared if they say n-e-thing they will loose their caregiving benefits, me I don't care, h*** I don't one right ******** doesn't look like I will n-e time soon. Thank you for time n this matter. *****************************

  Business response

  11/15/2022

  Hello,

  This complaint has been received and addressed by Consumer Direct Care Network Washington.  The issue was forwarded to leadership who oversee the region of the state where the caregiver lives, and staff reached out via phone on 11/11/2022 to address the complainants concerns.  The assigned Service Coordinator from CDWA is actively working to resolve. 

  
  If there are additional concerns, please contact us:

  *************************************************************

  Call us at ************
  Mon-Fri: 7am-7pm
  Sat: 8am-1pm
  

  Text us
    ************
  Mon-Fri: 8am-5pm

   

  Customer response

  11/15/2022

   
  Complaint: 18385892
  
  I am rejecting this response because when speaking to ***** from cdwa she had told me that my perspective caregiver ****************** a flag arrived in her background check and that it was up to LF to tell me what that flag was and to give me the opportunity to either approve or deny her still being able to work for me as of this date they have still not let LF know what that flag is so that she can make me aware of it. ***** ask me if I had any other caregivers that I would like to have qualified I gave her two names and the phone numbers for each she said she would contact them both by phone on Monday morning as of this date which is now Tuesday evening neither of those names have been contacted. Therefore I am denying this action by CDWA. I feel they are just going to continue to prolong this ****** that I have been without a caregiver for almost a month and that I was in desperate need of a caregiver and she assured me that herself and my case manager **** would be working on this together starting first thing Monday morning 11:15 22 nothing has happened so am I supposed to sit around and wait until they get around to it or what their contracted by the state of Washington to supply me with a caregiver of my choice they are not doing their job nor have they been doing their job and they charge an astronomical amount of money to do their job that they are not doing. I feel like they need to get on the ball and get their job done and get it done at a relatively small amount of time it should not take them a month and a half 2 months. Provide me with a caregiver caregiver of my choosing so again I ask you will you please intercede and make them do what they need to do and get me a caregiver of my choosing one of the names I've given them which is a *************************** was a previous caregiver for her aunt a previous caregiver for her grandchildren passed a background check to be able to do just that so it shouldn't be a big problem for her to be approved to be my caregiver so please help me out with this I don't know what else to do again thank you very much

  
  Sincerely,
  
  *****************************

  Business response

  12/01/2022

  Hello,

  Hello,

  This complaint was forwarded the appropriate state director who reached out to the Client on 12/1/22 to see if there are any additional concerns to be addressed beyond those already resolved by CDWA staff.

  If you need additional assistance, please contact us:

  
  *************************************************************

  
  Call us at ************
  Mon-Fri: 7am-7pm
  Sat: 8am-1pm
  
  Text us at ************
  Mon-Fri: 8am-5pm

• Initial Complaint

  02/22/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  This Consumer Direct Care Network Washington provides very bad customer service, lack of knowledge of industry, bad technical support, their phone putting me on hold with music for long a very time when I call. NO ONE PICK UP THE CALLS !!! ONLY MUSICE !!! AS well as my friends, whom I work for IP call them they face up with the same issues. This is dealing with the pay roll processing! Their website is very complicated to understand and using . And when I email them they do not reply and guide me how to fix the issues. This is very bad company , bad customer support, and bad tech support. Example, I tried to call them 3 times they said they will send me the link to watch the video orientation, but they never send it to me. This is important video before I start my job. Thank you!

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