Complaints

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.

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  June 26, 2023-July 5, 2023. $4,186. Assured we would get an experienced at home caregiver with knowledge and experience caring for 88yo who has issues with mobility. Promised care giver would adjust her schedule so she was available at all times when my father got out of bed, showering, dressing. She was also promised to do meal prep, light housekeeping, conversation and companionship. Made several trips to my father's house during the two weeks care giver was there. Here are some examples of what we witnessed: trash was left in the hall creating safety hazard; sink always filled with dirty dishes, unwrapped, perishable food left on the counter. Care giver was non-responsive and nowhere to be found when I arrived the morning of June 26th. Found my father in the shower alone and I sent her a text asking that she come and assist. I spent over 30 minutes helping my father making sure he was safe before I went searching for the care giver. I had to bang on her bedroom door several times before she answered. Care giver has cell phone and it is with her at all times. WiFi was not down and a baby monitor was provided as well. Care giver never initiated conversation with my father nor with myself or any of my sisters. Care giver wore earbuds and spent the majority of time looking at her cell phone screen. Field supervisor came to "get to the bottom of this and get her up to speed." Contacted field supervisor several times regarding the care were paying for but not getting. Field supervisor informed us she spent over an hour with care giver demonstrating how to do her job. Later learned this was care givers first overnight assignment. Tired to resolve by asking for a replacement but were told only a smoking, unvaccinated 35 yo or a vaccinnated 23 yo with no experience. My father has congestive heart failure, copd, kidney failure which was all disclosed during the in depth in person interview to collect information so he could be matched with the right person.

  

  Business Response

  Date: 08/02/2023

  ***** ******* **********
  
  We were hoping to have this matter resolved before the deadline as we are in contact with the complainant and have been in the process of resolving this situation. Presently, we have a verbal agreement that if we made a "billing adjustment," she would retract the complaint, and a release was sent to the complainant yesterday morning to confirm this.
  
   We hope we can resolve this dispute relatively quickly, but may need extra time to do this.
  

  Sincerely,

  David A******
  
  I am attaching notes entered into our system regarding this matter.
  
  7/18/2023 "Conversation had with client's daughter/RSP **** ***** regarding issue with caregiver. **** ***** said that [caregiver] did interact much with client, only made two meals for client, but made her own meals, minimal care provided, family had to bathe the client and [caregiver] left the home dirty. **** ***** feels that a partial credit is due for some of the time [caregiver] was in the home, but did not specifically say how much of a credit. I apologized for the issue with said caregiver and informed **** ***** that I would speak with the team and get back to her. A five-day credit with a release and removal of the BBB post was offered. Family to discuss and get back to FCP."
  
  
  7/27/2023 "Follow-up call placed to **** ***** regarding the offered five-day credit with a release and the removal of the BBB post. **** ***** said that she spoke with her sisters, and they are agreeable to this. I informed **** ***** that myself or someone from the team would be in touch with via email and/or phone regarding the release. I thanked **** ***** for her time and wished her a nice weekend.”

  Customer Answer

  Date: 08/06/2023

  At this time we are not accepting or rejecting the business response. They are asking us to sign off on the attached release which prohibits us from speaking about our experience. We feel we are entitled to our refund however we are not comfortable different the release. We are willing to continue to negotiate a reasonable compromise.

  

  Business Response

  Date: 08/22/2023

  Hello Stewart,
  
  We have been in contact with the complainant but regret to inform you that we cannot come to an amicable solution. For this reason, we are rescinding our offer. 
  
  The complainant negotiated a settlement, knowing that a signed "mutual release" would be presented to her to finalize the settlement. 
  
  The settlement was for: 
           $1,675 credit for services charged (5 days) while the caregiver was in place  
  
  When the complainant received the "mutual release," she decided not to sign it.
  
  The “mutual release” sent to the complainant is a standard release and normal procedure for all businesses in situations like this. The complainant's refusal to sign because, as the complainant says in her own response, "prohibits us from speaking about our experience" is very concerning to us. It is the main reason businesses ask for a "mutual release."
  
  The complainant also states, "We are willing to continue to negotiate a reasonable compromise." However, as we pursued this direction, it was clear that the complainant wanted the credit but would not sign the release. In an August 8th email to FCP Live-In General Counsel, the complainant states, "We are not comfortable signing off on the release," but also says, "Once he [client] receives his credit, and you sign off stating you will no longer charge him we will remove to post from the BBB website."
  
  Regarding the statements made by the complainant in the original BBB complaint, we have not been able to verify the events the complainant states. But as is customary with any complaint FCP Live-In receives, we err on the side of the client and do everything necessary to remedy the situation to the client's benefit. Regarding the statement that our caregivers have "no experience," all FCP Live-In caregivers have two-plus years of experience and undergo training sessions to develop the right skillset for live-in caregiving.
  
  We regret not being able to rectify this situation with the complainant. We have made multiple good-faith attempts to resolve this matter but believe we cannot progress toward an amicable solution. For these reasons, we are rescinding our offer.
  
  Sincerely,

  David A******

  Customer Answer

  Date: 08/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The response from FCP is very unfortunate.  No modifications were made to the release agreement so it is impossible to reach an amicable resolution if they are not willing to alter some of the terms of the mutual release.  The company knowingly sent and inexperienced, incompetent worker to care for our elderly father despite going through a lengthy interview process.  This was acknowledged by the company when the field supervisor had to come to the house to demonstrate to her how to perform her job.  The company stated that she had two years of experience so she should have been more than capable to handle the job and not in need on hands on training.

  We feel very strongly that consumers should be made aware of this fact and asking us to not speak of our experience is unconscionable.  Again, at the very least my father is entitled to the partial refund of the five days as well as a formal apology for the gross negligence of knowingly sending an inexperienced worker. 

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

  

  Business Response

  Date: 08/31/2023

  As stated earlier, all FCP Live-In caregivers have two-plus years of experience as CNAs, HHAs, and PCAs and also receive FCP Live-In training before they are sent into the field. Because our caregivers are within a client's home, we understand the particular nature of this arrangement and respect all the client's wishes. This is someone's home, and if a client feels something is not being done a certain way, we always err on the client's side. If a client feels a caregiver is not caring, cleaning, or doing things the way the client wants, a field supervisor will come out to the house and show the caregiver how the client wants things done. Again, this is the client's home, and we do everything possible to do things the way the client wants.
  
  Regarding the mutual release, this is a standard business practice and is not "unconscionable." All businesses do this as part of any agreement. That "no modifications were made to the release agreement" is because the complainant, as we outlined earlier, says she will not sign and even states in her response, "asking us to not speak of our experience is unconscionable." 
  
  The mutual release's focus is in regard to not making claims about FCP Live-In that a third party cannot substantiate. If the complainant cannot agree to this standard stipulation, there is no agreement. The complainant wants to receive a credit and be allowed to say whatever unsubstantiated claims they want about FCP Live-In wherever and whenever. We cannot agree to this.
  
  As to the complainant's response, we now understand the new terms are:
        •  Complainant wants a refund.
        •  Complainant wants to talk about FCP Live-in at will whenever and wherever.
        •  Complainant now wants a "formal apology."
  
  We regret to inform all parties that we cannot agree to the new terms and are at an impasse to an amicable settlement. We will reinstate the original offer that was mutually agreed upon;
    $1,675 credit for services charged (5 days)  
  for a fully signed release by the end of day, Friday, September 8th.