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Business Profile

Home Health Care

Veterans Care Coordination

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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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  • Initial Complaint

    Date:06/23/2023

    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.
    Veteran’s Care Coordinator represented itself as being a part of the VA to help us with processing my moms VA benefits for home health care. At no point did they reveal that they were actually a separate company “working on my mom’s behalf “. They have withdrawn + $7,000 from my mom’s account and we have yet to be able to use the funds. I just found out today from another VA family that I could have used those funds to pay the care givers I’ve been paying out of pocket until Veterans Care Coordinators helped us find someone that was VA approved. This is a total mistrust of my elderly mom and I and has put a huge strain on our family. I want her funds returned as soon as possible.

    I was told by Jennifer at the company on several occasions that this is how things are done for VA. Never did she disclose that she was working for a separate company.

    Business Response

    Date: 06/23/2023

    Thank you for taking the time to share your feedback with us. We appreciate all forms of input, as our mission is to make it easier for Veterans and surviving spouses to age at home, and we take this very seriously. However, after carefully investigating the concerns raised in your review, there might be some confusion or misinformation involved.

    We want to clarify that your description does not align with our services. The money withdrawn from the account was to pay for the care your mother already received as outlined in the agreement signed by your mother on 12/09/2022. Our company advanced funding for care between the months of 12/2022 through 05/2023. Home Care was received by your mother in both St. Louis and Indianapolis that was funded by VCC. When the claim application was approved on 05/2023, the retroactive payment for this period was used to pay for care already received. We did not withdraw any funds until the retro was deposited into your account. Also, we do not require VA-approved caregivers, have listened to recordings of your calls, and have never claimed to be part of any government agency.

    There has been a misunderstanding that we can assist you with quickly, and we have reached out to you to address this matter but were hung up on. Our team is always available to address any questions or resolve any issues you may have experienced. Your satisfaction is important to us, and we want to ensure your concerns are handled appropriately. We genuinely apologize that there was confusion or inconvenience caused.

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