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:05/12/2025

  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.

  I contracted Certified Homecare Consulting (CHC) in June '23 to prepare my licensure application for CA, including a state-specific Policy and Procedure. Their sales team, notably *****, promised accuracy and professionalism commensurate with their premium pricing and a 30-day completion date. However, my experience was the opposite. My application draft contained frequent basic errorsmisspellings, inaccuracies with identifiers, and even another companys name. Over 500 errors required correction, making it clear CHC lacked quality control. Despite repeated requests, communication with staff (notably *******) was poor and support was sporadic. My logo commission with ***** was equally frustrating. Despite a detailed briefing and repeated revisions, I later discovered by chance on ******* that the final logo used stock clipart contradicting the employee's claim of originality. After raising the issue, ***** the owner phoned me and apologized, promising a redo and all branded materials would be updated. This process dragged on for months. With repeated rounds of revision. Attempts to resolve matters in late '24 and '25 led nowhere. Communication ceased after November '24. My follow-up with ***** received no reply; only after I texted her in May '25 did I finally hear from her and the interim CEO, whose tone was accusatory and falsely claimed I was responsible for stalling progress. In reality, I was consistently awaiting action from ****** ***** and *******. I have not once seen my website, nor have I received a complete, corrected application packet. The updated documents with the revised logo were never sent. Now nearly two years later, *** refuses a refund, citing contract terms, yet has not performed in good faith or delivered as promised. I believe the CEO, owner, and staff have collectively failed to complete the work and wrongly shifted blame onto me. I request a full refund for incomplete, unprofessional services, with documentation to support every claim.

  Business Response

  Date: 05/12/2025

  We appreciate the opportunity to respond to the complaint filed by Ms. ******* *******. While we regret her dissatisfaction, it is important to make one thing clear to the Better Business Bureau and the public: this is not a case of failed service, it is a case of a client refusing to cooperate, walking away from her own startup, and then attempting to recoup her investment after receiving the very services she paid for.

  First and foremost, it is important to note that ********** decided long ago not to proceed with starting her home care agency. But that decision came only after she signed a binding consulting agreement with Certified Homecare Consulting (CHC), received access to our intellectual property, custom-designed materials, and invested more than 130 documented communications with our staff who served her with patience and professionalism across multiple departments.

  We are national experts in home care licensure and accreditation, and helping Ms. ******* achieve licensure would not have been a problem if she had allowed us to do our job. She has refused to let us submit her application and stalled every major milestone. Despite this, we extended every courtesy, even delaying her contract termination in hopes she would move forward. But ultimately, the standstill is hers to own, not ours.

  Along the way, she made numerous unsubstantiated claims and even invoked spiritual superiority in writing, stating I am thou to justify unreasonable demands. While that comment might seem absurd to some, we treated it with patience just as we have treated every aspect of this partnership.

  Ms. ******* signed with us in June ******************************** launching a California-based non-medical home care agency.Since then, we have delivered the following:

  Fully customized California policy and procedure manual

  19+ rounds of custom logo revisions (all based on her direction and ultimately approved by her in writing)

  Final branded documents

  One-on-one guidance from multiple departments

  Access to our internal, members-only training system, which includes proprietary resources on clinical care, operations, and marketing
  130+ documented correspondences including emails, calls, and task updates

  The claim that communication ceased in November 2024 is categorically false. Our team remained engaged through May 2025,including outreach from our CEO, until it became clear that Ms. ******* was not interested in completing the process only in securing a refund.

  Ms. ******* signed a legally binding agreement that clearly states:

  Section 3 Payments are non-refundable.

  Section 4 Client cooperation is required.

  Section 6 Services may be terminated, and payments retained, in cases of non-cooperation.

  Ms. ******* has repeatedly failed to cooperate refusing to proceed with her licensure application, denying approval of her website,ignoring submission timelines, and demanding revisions long after approvals were given. We formally notified her of contract termination in May 2025. That letter offered her a final chance to comply by May 15, 2025, but instead,she chose to file this BBB complaint.

  Lets be clear: the claim of 500+ errors is unsubstantiated. Document errors were and are always able to be promptly corrected, and we proactively made updates to satisfy her concerns. Not a single error or issue would have prevented her from becoming licensed, had she simply allowed us to proceed and followed our instructions.

  Regarding the logo, her approved design was created using legally licensed, industry-standard design assets by a real designer who works with a team of designers in our office We employ 3 graphic designers and have more many years. Ms. ******* approved the final design in writing, later requested it be used in print materials, and only raised objections after discovering the appearance of 1 letter, the letter S which she had seen in the public domain and believed to look similar a letter the letter S specifically.Even then, we redesigned the logo at no cost and updated her materials accordingly. She was pleased with the new logo as she had been with the previous logo.

  Ms. ******* was given every opportunity to succeed with our support. She received custom materials, access to our private systems, and more than 130 individualized communications. She has not been ignored - she has simply been told no to a refund she is not contractually or ethically entitled to.

  We did not fail to deliver. She failed to proceed.

  CHC has a 15+ year track record of helping clients get licensed and accredited across *****************. We stand by our work, our staff, and our contract.

  Her public statements, spiritual proclamations to our staff indicating her proclaimed superiority (in writing, including "I am thou"), and unfounded accusations are unfortunate, but they reflect a personal struggle not a professional failure on our part. We hope she finds peace in whatever path she pursues, but we will not enable this continued attempt to rewrite history.

  Certified Homecare Consulting remains committed to professionalism, integrity, and client success. Our record speaks for itself.

  Sincerely,

  *** *******
  

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23306659
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  

  May 14,2025
  My response addresses the inaccurate accounts presented by *** ******* and ***** ********, challenging their failure to provide proof for their claims. A contract legally binds both parties to fulfill their
  commitments and necessitates that each substantiates their assertions with evidence.

  The extensive effort required on my part to correct numerous grammatical and contextual errors within the materials provided, despite the significant amount of revisions and communications, underscores a serious deficiency in the quality control of your services. This was not only stressful but detracted from the trust and value I expected from your professional team. Correcting such basic errors as spelling, punctuation, and alignment should not have fallen on me, the client. This oversight necessitated an excessive amount of my time and effort, introducing unnecessary stress and complexity into what should have been a straightforward process.

  I have consistently communicated with the employees involved in this matter and can provide extensive documentation to prove this. However, there was no response from ******* *****, **** ******, or ***** ********, during the time mentioned. This lack of communication, followed by a sudden re-initiation,indicates a lapse on the part of *** owner and employees rather than a lack of effort from me to resolve the matter. After not hearing from **** employees for an extended period, I phoned the owner on November 20, 2024, receiving a brief reply saying, "Can I call you later," but I never heard back from her. I followed up with a text on November 21, 2024, and received no response.I reached out again on March 28, 2025, requesting a refund due to their apparent abandonment of our contractual agreement, yet there was still no response. It was only in May, after an email undoubtedly fueled by frustration,that the owner finally engaged and then quickly turned the matter over to her now interim CEO, *** *******.

  After I approved the second logo, the completion of the services halted, and I did not hear from the owner or any employees until May 2025. It was only after I texted the owner, ***** ********, on May 5, 2025, accusing her and her business of fraud, that it was mentioned other deliverables were awaiting my approval. The last correspondence was in November 2024. This silence breached our agreement, as there was a previous commitment by ***** ******** to include the new logo in a reprint, which she did not fulfill. I've met all my obligations under the contract, expecting the services to be delivered on time. The failure to do so gives me reason to reconsider the non-refundable clause and possibly end the services due to ******************'s disappointing that nearly two years have passed, far beyond the one-month timeline initially indicated by ***'s sales representative.
  

  These allegations couldn't be further from the truth. Actually, they are diabolical and deliberate lies. **** ******* has repeatedly failed to cooperate, refusing to proceed with her licensure application, denying approval of her website,ignoring submission timelines, and demanding revisions long after approvals were given. We formally notified her of contract termination in May 2025. That letter offered her a final chance to comply by May 15, 2025, but instead, she chose to file this BBB complaint.' Reading these statements feels malicious. I have provided dated emails that clearly disprove these accusations. Moreover,*** ******* has failed to substantiate any of his claims, and the burden of proof lies with **** owner and employees as well. His statements are merely lies because he understands that the owner is aware she is responsible for breaching the contract. It now seems apparent that the owner, ***** ********, is involved in this breach. After consulting with **** ****** about the next steps to reprint all materials with the new logo, as the owner had promised, communication ceased when he reported back to ***** ********. Her choice not to respond after my several attempts, and the silence from her employees, suggests deliberate avoidance. It stands to reason that no employee would jeopardize their job by intentionally neglecting their duties.

  Regarding the claim, "Lets be clear: the claim of '500+ errors' is unsubstantiated.Document errors were and are always able to be promptly corrected, and we proactively made updates to satisfy her concerns. Not a single error or issue would have prevented her from becoming licensed, had she simply allowed us to proceed and followed our instructions," ******* ***** can provide the Adobe file that automatically calculates the errors I highlighted, which demonstrates the number of corrections needed. Furthermore, after I highlighted some errors, the file would often be sent back to me without the corrections being made. I uphold high standards, having attained a higher education, and I would not approve of any document with elementary grammar errors. As my name,not ***'s, appears on the documents as the owner, any errors would reflect poorly on me.

  I am explaining again that *** ******* lacks understanding of the facts involved with the first logo, still believing in the legitimacy of the plagiarized logo,and passing it off as custom to a customer who is led to believe that the logo is original. ***** ********, the owner, should explain to him what she shared with me over the phone about the logo so that he can stop making the same injudicious comments, or perhaps she should reconsider her choice of interim CEO, as it evidently demonstrates his inability to grasp straightforward concepts. ***** ******** responded to an email (attached to the BBB complaint)that I had sent him inquiring about the font types of the logo: "There is no known font for the *** or 'elect' (Select); they are custom hand-drawn by me." This can only mean one thing, as there is nothing to misinterpret.The owner called me after my surprising revelation of the plagiarized logo on ******** apologizing profusely, stating that the comment ***** ******** made about the first logo that I approved after several weeks of an unsatisfactory effort to create an acceptable logo was false, and that he would not be working on the revision.

  This following response fails to grasp the seriousness of the situation and is intentionally misleading:"Ms. ******* was given every opportunity to succeed with our support. She received custom materials, access to our private systems, and more than 130 individualized communications. She has not been ignoredshe has simply been told no to a refund she is neither contractually nor ethically entitled to. We did not fail to deliver. She failed to proceed. *** has a 15+ year track record of helping clients get licensed and accredited across *****************. We stand by our work, our staff, and our contract." This statement ignores the facts and provides no proof, merely offering groundless and inappropriate assertions. All communication efforts were initiated by me, often with responses delayed over a week. Moreover, there was complete silence from the owner and her employees for six months until my last text,which finally elicited a reaction. Since November 2024, neither the owner nor any employees involved with the licensure packet responded to my emails. I did not fail to proceed, and this is evident.
  In response to the claims made by Certified Homecare Consulting regarding my public statements and spiritual references, I must clarify the misunderstandings and misrepresentations presented. Your statement suggests that my expression "I am thou," which was shared privately in a text with ***** ********, denotes a sense of superiority. This interpretation is incorrect. The phrase was used in the context of unity and spirituality; it reflects a connection with the spirit and was never meant to imply superiority over anyone.

  It is disheartening that my private spiritual expression, shared in a confidential conversation that later included topics on spirituality initiated by ***** ******** herself, has been misrepresented. The conversation, which was initially amicable, shifted inexplicably, affecting the professional handling of my case. This change in demeanor coincided with a prolonged period of neglect, during which my calls and messages were consistently ignored.
  Additionally,the issues began early in our interaction, starting with misleading timelines provided by your sales representative regarding the duration of the process,followed by delayed communication from your team. Contrary to the commitment made, the necessary engagement from your side was lacking, leading to a prolonged and daunting process, much different from what was initially outlined.
  My experiences, as shared, are not isolated incidents but resonate with the sentiments expressed in other reviews of your service. It is my duty as a consumer to share these experiences so potential clients can make informed decisions.

  Regarding the claims of my requesting a refund, the narrative presented by *** ******* and ***** ********, does not align with the actual sequence of events. The request for a refund was specifically made on March 28, 2025, after clear indications from your team of an unwillingness to fulfill the agreed service, not as an arbitrary demand.Documentation of all communications, including the message dates and contentespecially the text message sent on March 28, 2025, to ***** ********,who did not respondclearly supports my position.

  In conclusion, the professional shortcomings and the personal dismissiveness I encountered have marred what should have been a straightforward business engagement. It is crucial that accountability is acknowledged not just by the frontline employees but also by the leadership at Certified Homecare Consulting. A true reflection on these matters and a reevaluation of how client concerns are handled is imperative to uphold the integrity and professionalism that your company claims to prioritize.
  Sincerely,
  
  ******* *******

  Business Response

  Date: 05/15/2025

  We respectfully reject the claim that we abandoned this client or failed to deliver on our contract. The core issue is Ms. ******** repeated demand for a refund, a refund that is not permitted under the signed consulting agreement. We have fulfilled our contractual obligations in good faith and remain ready and able to complete her project, just as we have been since day one. She has cited dissatisfaction with the letter *** in her logo (despite her approving it and a second logo), spelling errors in her policies,and our refusal to reengage in repeated refund discussions as grounds for alleging fraud and abandonment. These claims are not only unfounded, but misrepresent the timeline and facts.

  Certified Homecare Consulting is a national expert in home care, home health care, and hospice licensing and accreditation, especially in the State of **********. We guarantee our licensing services and work with all of our clients until they are licensed. In this case, Ms. ******* has been unwilling to allow us to fulfill the agreement due to her refusal to cooperate.Despite her approved first logo, we designed a second version at her request.We made grammatical edits to policy documents that were not required by the state and fell outside the scope of our consulting responsibility, solely to satisfy her.

  - Ms. ******* first demanded a full refund in May 2024 due to dissatisfaction with the *** in her logo. A logo she liked and approved initially.
  - We responded professionally, reaffirming that refunds are not permitted but offered to make any changes necessary to resolve her concerns.
  - She responded that our position concluded her involvement and threatened legal action.
  - Despite her statement, we resumed work redesigning the logo, editing her documents, and preparing final deliverables.
  - On November 8, 2024, her account manager followed up with revised policies based on state formatting changes.
  - On November 22, 2024, instead of approving or continuing,Ms. ******* reiterated her refund demand.
  - She has not re-engaged since, except to repeat refund demands.

  
  We remain willing and able to submit her licensure application and finalize all deliverables. However, we will no longer engage in repeated refund discussions or respond to unprofessional communication. Her continued use of hostile language, false accusations, and name-calling does not override a non-refundable agreement that she signed and benefited from.

  
  Despite repeated engagement attempts, document deliveries,revisions, and multiple opportunities to proceed, Ms. ******* formally requested a refund in May 2024 and again in November 2024 even after we resumed work and outreach. Any perceived lapse in communication stems from her refusal to proceed under the terms of the signed agreement. We cannot and will not continue to entertain refund discussions. Our position is final. As of today,we remain willing to fulfill the agreement in full.

  
  We have included the following supporting documents which show the clients refund demands, how she responded to our efforts, and a summary of our communication:

  
  1. Summary of over *********************************************** ************* Ms. ******** initial refund request from May 2024 and follow-up communications
  3. Final correspondence with her account manager reiterating her refund demand despite follow-up
  4. May 2025 notice advising Ms. ******* to resume or risk contract cancellation and her response
  
  Respectfully,
  ********* *******
  CEO, Certified Homecare Consulting

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23306659
  
  I do not accept the business's response as a resolution to my complaint because:

  The characterization of the situation is inaccurate; I stand by my assertion that Certified Homecare Consulting (***) failed to deliver on our contract and,through its owner (***** ********) and staff, abandoned the project. I have provided documented proof that after I approved the second logo, both ***** ******** and *** employees failed to respond to multiple, repeated attempts to contact them regarding the completion of my state licensure packet. Despite my consistent and good-faith outreachincluding emails and messages sent directly to ***** and several employeesno one replied or communicated with me until my May 2025 text message, which only elicited a response after I explicitly referenced potential legal action for breach of contract. These facts are supported by my record of correspondence, which clearly shows that *** ceased communication and provided no substantive feedback or materials required to finalize my licensure application, even though you claim the project was ready for completion.

  Furthermore,it is crucial to note that the consulting agreement I signed binds both parties, not just the client. ***** ********** apparent directive, whether explicit or tacit, to ignore my requests and halt all communication constitutes not only an abdication of contractual obligations but also a breach of the covenant of good faith and fair dealing required by law. My documented attempts to engage *** regarding the outstanding deliverables went unanswered for months. If ***, as you assert, fulfilled its contract and "remains ready to complete the project," it should be able to provide evidence of timely,responsive communications and delivery of all contracted services between November 2024 and May 2025. I must ask why there has been no documented effort by *** to provide the missing materials or respond during this period. It is not sufficient to assert general readiness while ignoring a pattern of silence,especially when the burden of proof is mutual. I have met my responsibilities as a consumer under the contract; *** must demonstrate that it has met, or earnestly attempted to meet, its own.
  Additionally, it is evident that your most recent statements rely entirely on information I have provided through my documented BBB complaint, including copies of both emails and text messages. To date, neither ********* ******* nor ***** ******** has presented independent proof supporting claims that *** attempted to fulfill its contractual obligations after my documented refund request on March 28, 2025 (see previous attachment), for breach of contract.Instead, you repeatedly extract details from my records, rather than producing your own evidence of timely communications or good-faith efforts to finalize my state licensure packet as our contract requires. It is not enough to analyze my documentation or extract events from the detailed correspondence I supplied.The burden is on *** and its representatives to submit evidence of their own,showing clear outreach, deliverables, and communication during the critical time periods in question. As I have already provided a comprehensive record of my repeated outreach and requests, I again ask: where is your independent documentation demonstrating genuine attempts to move my project forward? You do not have my authorization to present my complaint documents and messages as proof of your own diligence. If such documentation existedfrom November 2024 onwardit would have already been produced. The absence of evidence on your part only highlights a lack of transparency and candor in your handling of this matter. I urge you to present your own original records and communications showing your companys efforts, rather than relying solely on my detailed documentation as a stand-in. Until you do, any claim that you met your obligations or that I failed to engage further is unsubstantiated and refuted by the very record you continue to cite.

  Moreover,I must reiterate the facts based both on our contract and well-established principles of contract law. While you now state that you remain willing and able to submit [my] licensure application and finalize all deliverables, this willingness has only been expressed after months of unresponsiveness, missed deadlines, and a pattern of neglect by Certified Homecare Consulting (***) and its representatives, including ***** ********, owner. Per contract law, both parties have a duty not only to fulfill their obligations but to do so in a timely manner and in good faith. I have given *** and its staff numerous opportunities and ample time to complete what was contractually promised. My repeated outreachvia email, phone, and written messages over the span of two yearsdemonstrates my intention to proceed and to see this project completed according to the agreement. In that time, I have incurred the additional burden of spending weeks correcting ***s extensive errors (over 500), including basic grammar mistakes, lack of attention to detail, and even the submission of a plagiarized logo, all of which are unacceptable given the premium price charged for your services.

  Although the *** sales representative verbally assured me at the outset that the licensure packet process would be completed within one month, this was never fulfilled,and no written confirmation of a reasonable completion deadline was ever provided. Importantly, there was never a mutually agreed-upon deadline, nor did *** set or communicate any clear timeline for the completion of deliverables,even after the second logo was finally approved and substantial revisions were requested. In a reputable business, such timelines and benchmarks should be clearly laid out in writing, with accountability in the form of a guaranteed timeline or a return of funds if unmet. A consumer should not be compelled to wait nearly two years for contracted services, nor should it be acceptable to deliver subpar work and then expect the client to bear the burden of correcting it. If **** staff do not possess the necessary skills to meet basic standards of English and professionalism, it is incumbent upon the company to hire and retain qualified personnel who can do soespecially when charging premium prices. Instead, my documented communications went unanswered for months at a time, despite my ongoing requests for action and clarificationconduct that would be considered a material breach of contract under settled law.

  Under these circumstances, and given the lack of substantive progress or responsiveness over such an extended period, *** cannot simply ignore its own failures, unilaterally threaten contract cancellation, or hide behind non-refundable language while in breach. The law requires both sides to perform under the agreement, not just the consumer. **** repeated neglect, failure to communicate, and threats to end the contract after ignoring me for six months clearly violate the spirit and the letter of the agreement. As a consumer, I should not be expected to wait nearly two years, be ignored for lengthy periods,or be threatened with contract cancellation while being forced to invest substantial time correcting errors caused by your team. The contract does not allow for indefinite delays or one-sided enforcement, nor does it excuse your companys persistent lack of performance. 
  

  For all the aforementioned reasons, my demand for a refund remains both reasonable and justified. 
  

  Regards,
  
  ******* N

• Initial Complaint

  Date:03/10/2025

  Type:Order 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.

  My business partner and I hired this business to start our home care agency because it seemed like a great investment to give us a successful start. We paid the down payment required to start services from them, and then a payment schedule was put in place for the remainder balance. Before we entered into the agreement we had heard from them regularly, but once we moved forward and paid it was like they didn't exist! We were told a *** from each one of their departments would be assigned to us and they'd each reach out to us to get started. Once we were contacted by ***** *****, a licensing **** ***, the process to get going for our license was supposed to start. Each time we reached out to her it'd take days to weeks to get a response from her. Once we did hear from her and were told what we needed to do on our end to make progress we'd get everything on our end completed within hours and sent it right to her, typically in less than 12 hours. Then the process of trying to get ahold of her or get any response at all took days to weeks again! The creative team ***, ***** ********, wasn't only nearly impossible to get ahold of, but he also had a poor attitude any time we spoke! I have no idea what we paid for at this point, and we still don't have our license for our home care agency. There's so much more I need to add to this as well, but I am running out of characters to do so. I will absolutely relay the rest of the information I have to support my issues with this business, and I am more than happy to show the evidence I must to support everything I have stated at this point, and to support the rest of the information I cannot fit here.

  Business Response

  Date: 03/17/2025

  At Certified Homecare Consulting, we are experts in the home care licensing process and have successfully assisted clients across the country in obtaining their licenses. We take pride in our structured approach, clear communication, and dedication to ensuring our clients succeed in their licensing journey.
  
  We became aware of this complaint before any concerns were directly communicated to us by ***** or ******. Prior to the complaint, there was no indication that they were dissatisfied with our services, as our team had been actively working on their licensing process in accordance with our documented procedures.However, after learning about their concerns through the complaint, we promptly reached out to both ***** and ****** to discuss their experience, clarify any misunderstandings, and ensure alignment on the path forward.
  
  During this conversation, we addressed their concerns, adjusted their payment schedule to provide additional flexibility, and reviewed the necessary next steps.Following this discussion, it was our understanding that we were all aligned and moving forward productively.
  
  1.Communication & Process
  Our records show extensive communication, primarily between our licensing representative, Adara, and ******, detailing each step taken to move their license forward. The timeline of events is well-documented:
  
  9/13/24 Letter of Intent submitted.
  9/18/24 Application preview sent and submitted to the state.
  9/23/24 State acknowledged receipt of the application.
  10/11/24 The state issued a cease and desist for the chosen business name ("Extended Family").
  10/14/24 We immediately advised ***** and ****** on the steps required to correct the issue.
  10/21/24 We received their updated agency name.
  10/23/24 Name change amendment preview sent.
  10/28/24 Payment issues arose, resulting in multiple declined transactions, which delayed progress.
  11/22/24 Payment was successfully processed, and we sent the amendment documents.
  12/01/24 The account was placed on hold due to unresolved payment issues.
  02/27/25 ***** reached out for an update, at which time we explained the account was on hold due to outstanding matters.
  Throughout this process, we responded in a timely manner, provided guidance, and made multiple follow-ups when necessary. The primary delays stemmed from a name change issue requiring their action and repeated declined payment attempts,which were outside our control.
  
  2.Account Hold Due to ********************** services were temporarily paused due to the account being placed on "Stop Work" status because of outstanding payments. This is a standard policy that applies to all clients to ensure fairness and accountability in our process. However, after speaking with ***** and ****** following their complaint, we agreed to adjust their payment schedule to provide additional flexibility, allowing their licensing process to move forward without further delays.
  
  *********** Team Concern
  ***** also expressed concerns about her experience with her assigned marketing manager. To ensure a positive experience, we have offered to reassign her to a different team member should she prefer.
  
  We stand by our commitment to expert guidance and support. Since our conversation with ***** and ******, we believe we have successfully addressed their concerns and are continuing to support them in completing their licensing process.
  
  We appreciate the opportunity to clarify the situation and reaffirm our dedication to our clients.

• Initial Complaint

  Date:01/06/2025

  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.

  Just an FYI, you have me renting and paying for an office space with utilities while I am not receiving any update regarding my state certification and operating approval. This is frustrating, and one of my options is to pursue legal action at this time. Communication has been poor; the process has been extremely slow, frustrating and a nightmare. I am currently thousands of dollars in a hole for six months now without even a license to operate. The whole experience is going downhill and I feel scammed for making full payment upfront with a loan. A positive action and response from your end will be appreciated

  Business Response

  Date: 01/06/2025

  Dear Nana,

  Thank you for bringing this matter to our attention. We understand that starting a new business can be a stressful and expensive process, and we take your concerns seriously. Weve reviewed your account thoroughly, including communications between you and our team, to ensure we address this properly.

  We would like to clarify a few key points regarding your certification process:

  Change of Address and Required Updates:

  Back in August, you changed your business address. As part of the licensing process, changes to key information, such as your address, require updates to your EIN (Employer Identification Number) and Secretary of State documents. Our team has communicated this multiple times, and while we understand how overwhelming these requirements can be, completing these updates is essential before finalizing your application.

  Efforts from Our Team:

  Despite delays caused by the incomplete updates, our team has continued to work on your application. Jewel, your account manager, has sent reminders and provided guidance on how to update your documents. Additionally, you were given the opportunity to review your application before submission. Once the corrected documents are in place, we will ensure everything proceeds smoothly.

  Current Status:

  We notified you that your application is ready to be shipped, and as of today, the submission is in progress. While we continue working on the corrected documents, we are committed to moving your application forward as quickly as possible.

  We understand your frustration, but its important to note that delays in the process were largely due to incomplete updates on your end. We remain dedicated to completing your project and supporting your business goals, and we encourage you to reach out if you have any further questions or concerns.

  Thank you again for your patience, and we look forward to finalizing your certification soon.

• Initial Complaint

  Date:12/17/2024

  Type:Order 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.

  I entered into an agreement with certified home care consulting precisely around August 27th, 2024 to help my home care agency business set up. An initial deposit was made September 19th, with a payment plan to be spread out over the next couple of months. To cut the long story short, today is 12/17/2024, and not a single thing has been done. Not even an entity business license has been filed with the company. Nobody picks up the phone at the agency since they got my deposit. The agent I was referred to, ******* *****, comes up with different excuses every time I reached out via email. Im been treated like Im requesting free services. Its been very disappointing. I cant believe how unprofessional the agency is. I have all my information and paperwork intact, as well as all my e mails. Legal actions to get a refund on the payments Ive made so far is my next and only option now.

  Business Response

  Date: 12/17/2024

  Dear ********,
  
  Thank you for bringing your concerns to our attention. We regret the frustration youve experienced and we sincerely apologize.
  
  After reviewing your account with *******, she explained the technical issue she encountered with the ****************** website. Initially, the issue appeared more complex, but after some brainstorming this morning we discovered it was an easier fix than expected. While were relieved the issue has now been resolved, we recognize that we could have communicated the challenges we were experiencing with the state website more effectively, and we are truly sorry for the oversight.
  
  We understand you spoke with ******* this morning, and were glad to hear that this conversation helped clarify the situation and align us on the next steps. Your patience and understanding throughout this process mean a great deal to us, and we are committed to ensuring a smoother experience moving forward.
  
  If you ever have concerns reaching your account manager in the future, please dont hesitate to leave them a voicemail. If you dont hear back as quickly as expected, you can always reach out to us directly at ************** or via email at *********************************** for a prompt response or to arrange a callback.
  
  We are excited to support you in launching your home care agency and are fully dedicated to your success.
  
  Thank you for giving us the opportunity to make this right ********. 

  *** *******
  Certified Homecare Consulting

• Initial Complaint

  Date:06/11/2024

  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.

  We started work with CHC for licensing and accreditation for ******** and *********funded medical and nonmedical services in *******. After two months working with the team, they stated they were unable to help us with *********funded services because of the state's certificate of need process. To recoup my funds, we agreed they would consult for home health services in **. It has been a mess with no communication, and poor support. Of most importance:- A breach where all company members' social security numbers and confidential information was emailed to an unknown third party - *********** has consistently failed to provide updated, relevant policies required by ***, ACHC, and the State of TX since February. We have sent them the policies, starting with the new FINCEN requirements released in Feb 2024 and the *** survey requirements released in March, yet they continue to consult on outdated information and have not provided updated materials.- Account manager ******* advised us to start a bank account at PNC and deposit funding for our credentialing letter. When we asked for advisement when the bank refused to write the letter as she advised (the bank would attest to how our funds were obtained and would be spent), she went silent on us. When we called in, they said she would be gone for a week on vacation, but we would need to move our funding to a small bank and receive the letter verbatim. Our credit was denied at 1 bank dut to too many attempts. - Upon her return, she didn't contact us again until I told her we contacted the local MAC to submit our own 855A. At her request to go over next steps, we attempted calls on several occasions, with no return call. She has since said her division requires scheduled contact. We were originally told we could email or call; if we leave a message, we'd get a response within 24 hours. I left several voice messages for ******* starting in April; it is now June and I still have not received a call back from her...

  Business Response

  Date: 06/12/2024

  Dear ******,
  
  Thank you for bringing your concerns to our attention. We take all feedback seriously and aim to address your points comprehensively and professionally.
  
  First, we want to clarify that we successfully obtained your licensing, and we provide all our clients with lifetime policy updates. The specific updates you mentioned are part of our ongoing service, and we are committed to ensuring that all policies meet the latest CMS, ACHC, and State of Texas requirements. You had no issues getting licensed, and we are confident that you will have no issues becoming accredited due to our services. Our commitment extends to all clients, assuring policy updates for the lifetime of their agency.
  
  Regarding the **************** situation, we want to emphasize that we informed you in writing that ******** was not available in ******* due to the Certificate of Need process. You chose to move your agency to ***** after realizing that you could not hire your Texas staff to operate your *************** We are transparent with all regulatory requirements and ensure our clients are well-informed before proceeding.
  
  Regarding the social security number issue, we deeply apologize for the inconvenience this caused. We confirmed that the information was sent to a trusted client with a similar name, not an unknown third party. We immediately offered to cover the cost of a service like LifeLock to ensure your security, but this offer was declined. Within 10 minutes of the incident, our CEO reached out to you apologized profusely, and offered the solutions outlined above. We understand you were upset, but you ended the call abruptly and declared you wanted nothing from us but to be done with us. If there was anything further we could have done, it was not mentioned or brought to our attention. We also put you in contact with the other client in hopes this would put any other concerns to rest. We believe we did our best and sincerely apologize for that happening. 
  
  We acknowledge that your account manager was on vacation for five days. During this period, our team provided guidance, and upon her return, we continued to offer support. The misunderstanding regarding the bank letter from PNC was unfortunate, but your account manager's advice was intended to simplify the process based on previous successful experiences. She and we are experts at this process.
  
  To address your concerns about communication, we reviewed our records and found extensive interactions via calls and emails. Our communication log shows over 101 correspondences this year alone, demonstrating our commitment to supporting you. Additionally, we have records of your confirmation that incorrect contact numbers were used during some attempts to reach us. You have also canceled calls with our clinical team and questioned why we cannot email you rather than calling you when asking to speak with you we have this in writing from you and email you because you told us this is your preference.
  
  Despite your request to change account managers, we believe continuity is vital for the successful completion of your process. However, respecting your preference, we will assign a new account manager to you this week if this is what you prefer. This account manager will contact you by Thursday to ensure a smooth transition and continued support.
  
  We want to note that the addition of hospice services to your license without prior notification was a violation of our agreement. It is also a violation of our agreement to not follow our consulting advice you have again canceled multiple calls with our clinical team and have even advised us on the best way to consult. This is not something new to us, and if you follow our lead, you will become licensed and accredited. We already got you licensed. Nevertheless, we have chosen not to cancel our services and remain dedicated to assisting you with all necessary policy updates, including the ones you mentioned, which are in progress and will be delivered upon completion.
  
  We value your business and are committed to your success. We hope this response addresses your concerns adequately and we look forward to continuing to work together effectively. Your new account manager will reach out to you in the days ahead, but again, we urge you to continue working with your current account manager. We do not see that she did anything wrong, and she has been in constant contact with you. This is all documented in our CRM. We sympathize with your frustration, but mistakes can and do happen. We are sorry you and your account manager had misunderstandings scheduling your previous meeting, but this is very fixable and I ask we all remain focused on the goals and proceed with this process as quickly as possible. You are successfully licensed, and you will be successfully accredited following our consulting. Please do your part to help us have healthy communication and we will do ours and our goals here will be accomplished. Your new account manager will be in touch. If you change your mind, please let her know you would like to speak with your former account manager, which is highly encouraged.
  
  If there is anything else we can do, please inform your account manager directly.
  
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 06/13/2024

  First, we want to clarify that we successfully obtained your licensing, and we provide all our clients with lifetime policy updates. The specific updates you mentioned are part of our ongoing service, and we are committed to ensuring that all policies meet the latest CMS, ACHC, and State of Texas requirements. You had no issues getting licensed, and we are confident that you will have no issues becoming accredited due to our services. Our commitment extends to all clients, assuring policy updates for the lifetime of their agency.
  
  Regarding the **************** situation, we want to emphasize that we informed you in writing that ******** was not available in ******* due to the Certificate of Need process. You chose to move your agency to ***** after realizing that you could not hire your Texas staff to operate your *************** We are transparent with all regulatory requirements and ensure our clients are well-informed before proceeding.
  
  RESPONSE: THIS IS UNTRUE. ***** can attest to this and there is written communication that shows otherwise. This is such a lie.
  
  Regarding the social security number issue, we deeply apologize for the inconvenience this caused. We confirmed that the information was sent to a trusted client with a similar name, not an unknown third party. We immediately offered to cover the cost of a service like LifeLock to ensure your security, but this offer was declined. Within 10 minutes of the incident, our CEO reached out to you apologized profusely, and offered the solutions outlined above. We understand you were upset, but you ended the call abruptly and declared you wanted nothing from us but to be done with us. If there was anything further we could have done, it was not mentioned or brought to our attention. We also put you in contact with the other client in hopes this would put any other concerns to rest. We believe we did our best and sincerely apologize for that happening. 
  
  RESPONSE: This is untrue and a sincere apology is not a form of resolution. I had to reach out to ******* on my own and ask ***** what would be done.
  
  We acknowledge that your account manager was on vacation for five days. During this period, our team provided guidance, and upon her return, we continued to offer support. The misunderstanding regarding the bank letter from PNC was unfortunate, but your account manager's advice was intended to simplify the process based on previous successful experiences. She and we are experts at this process.
  
  RESPONSE: This is dismissive and unacceptable, and a clear example of how our concerns are blown off by the company. And it also shows that we're following "the experts" and they're not leading us properly.
  
  To address your concerns about communication, we reviewed our records and found extensive interactions via calls and emails. Our communication log shows over 101 correspondences this year alone, demonstrating our commitment to supporting you. Additionally, we have records of your confirmation that incorrect contact numbers were used during some attempts to reach us. You have also canceled calls with our clinical team and questioned why we cannot email you rather than calling you when asking to speak with you we have this in writing from you and email you because you told us this is your preference.
  
  RESPONSE: As noted, this is untrue. I have left multiple voicemail messages without a return call. Upfront I requested weekly meetings. We have canceled with the clinical team because, as noted, the discussions have been repetitive and only covering OUTDATED survey information. In addition, no one has been able to answer the true clinical questions we have asked multiple times, which are very relevant to our business.
  
  Despite your request to change account managers, we believe continuity is vital for the successful completion of your process. However, respecting your preference, we will assign a new account manager to you this week if this is what you prefer. This account manager will contact you by Thursday to ensure a smooth transition and continued support.
  
  We want to note that the addition of hospice services to your license without prior notification was a violation of our agreement. It is also a violation of our agreement to not follow our consulting advice you have again canceled multiple calls with our clinical team and have even advised us on the best way to consult. This is not something new to us, and if you follow our lead, you will become licensed and accredited. We already got you licensed. Nevertheless, we have chosen not to cancel our services and remain dedicated to assisting you with all necessary policy updates, including the ones you mentioned, which are in progress and will be delivered upon completion.
  
  RESPONSE: You have provided no consulting advisement at this time, since April - when we were advised to start a bank account with PNC and get the verbatim letter. As noted, we had to pursue our own 855A because the account manager returned from vacation and never talked to us again. Your policies are outdated and the clinical team and administrative team keep telling us new policies are coming, we have an email from ******* stating she does not know why it has taken so long, we also have several emails with questions submitted to ***** and others, and no one has responded or theyve told us they are not the responsible party. We cannot get accredited with outdated information nor be positioned for success. Through the combination of all these factors, it is difficult to trust your guidance. We have been stuck at emergency preparedness with the clinical team, and as her emails also point out, shes only checking in with us at this point to check in or asking if we have questions. That is not helpful. What is helpful is having the proper policies and guidance to operate our business. Certified has failed to provide this.
  
  RESPONSE: It is also a violation of your agreement to continue to ignore the many voice mail messages and phone calls made to our account manager. When we were transferred to her, not at our request, we asked for regular communication and were told that this sould happen. We heard from ******* twice. And her vacations have been more than 5 days. Whenever I call, ** told shes out. However, considering we were urgently trying to get things accomplished, this should have been communicated to us as an expectation.
  
  We value your business and are committed to your success. We hope this response addresses your concerns adequately and we look forward to continuing to work together effectively. Your new account manager will reach out to you in the days ahead, but again, we urge you to continue working with your current account manager. We do not see that she did anything wrong, and she has been in constant contact with you. This is all documented in our CRM. We sympathize with your frustration, but mistakes can and do happen. We are sorry you and your account manager had misunderstandings scheduling your previous meeting, but this is very fixable and I ask we all remain focused on the goals and proceed with this process as quickly as possible. You are successfully licensed, and you will be successfully accredited following our consulting. Please do your part to help us have healthy communication and we will do ours and our goals here will be accomplished. Your new account manager will be in touch. If you change your mind, please let her know you would like to speak with your former account manager, which is highly encouraged.
  
  RESPONSE: This is not fixable because you all have shown a pattern of dismissing our concerns and a history of minimizing failures by your team.
  
  If there is anything else we can do, please inform your account manager directly.

  RESPONSE: We will await communication from the new account manager. We DO NOT want to work with *******.
  
  Thank you for your understanding and cooperation.

  Business Response

  Date: 06/16/2024

  Thank you again for your feedback, and we appreciate the opportunity to clarify and address your concerns.
  
  Resolution and New Account Manager: We have taken note of your request for a new account manager, and we promptly assigned a new manager who has already been in contact with you. We are committed to ensuring a positive and productive relationship moving forward.
  
  Expertise in Georgia Regulations: As experts in ******* regulations, we adhere strictly to state requirements and regulations. Our commitment to compliance is unwavering, and we remain diligent in our efforts to keep you informed and supported throughout the process. We are sorry for an misunderstandings we had with you in regard to Georgia.  
  
  Apology and Resolution: We understand your perspective regarding apologies and resolutions. We have sincerely apologized and offered resolutions where possible. If there are additional steps you would like us to take, please let us know how we can further address your concerns. 
  
  Communication and Expectations: Effective communication is paramount to us, and we recognize the importance of clarity in our interactions. We are focused on fulfilling our contractual obligations and fostering a respectful dialogue. Collaboration is key to achieving our shared goals. Please let your new account manager if you have any concerns and they will be promptly addressed. You also have direct contact information for our clinical team and other key staff. We are sorry for any communication issues and to be honest, we are a bit confused as to how we got where we are today with you. Please lets focus on good communication moving forward and we will do the same. 
  
  Documentation and Attempts: We have meticulously documented communication attempts, and we apologize for any confusion regarding contact details. Please reach out directly to your account manager and our clinical team when needed, and we will ensure you receive a prompt and comprehensive response. 
  
  Clinical Team Engagement: Our clinical team is dedicated to supporting you, and we regret any instances where communication may have fallen short. We are committed to addressing your clinical questions and concerns promptly to ensure your agencys success. Again, we are not sure how we got here. My clinical manager has shown me her attempts to communicate with you and we are now focused on what we are doing moving forward. We seem to have a misunderstanding of how communication has taken place previously and it doesn't seem like discussing out attempts for previous communication is going to be productive. 
  
  Commitment and Moving Forward: We value the trust you have placed in us and the opportunity to assist in licensing and accrediting your agency. We remain committed to fulfilling our contractual obligations and providing support that meets your needs.
  
  We are committed to productive communication and partnership. Your new account manager has already reached out to you, and we are eager to continue supporting you effectively. Please feel free to communicate any further requests or concerns directly with us.
  
  Thank you for your understanding and cooperation as we work towards resolving these matters and moving forward in a positive and collaborative manner. We truly care and it does noting for us to dismiss you. We are committed to moving this in the right direction and hopefully you were pleased with your communication with your new account manager. We are again sorry for you feeling we have been dismissive, but it is not out intention at all. Thank you again for your time. We do appreciate you and look forward to seeing your success. 

• Initial Complaint

  Date:10/17/2023

  Type:Product 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.

  Last year I entered into a business consulting contract with Certified Homecare Consulting. I was promised that I would received quality service's that would help my up-coming non-medical agency successful because they're experts in the business. I paid them a tune of $10,999. I was initially working with Karen was was really impersonable. Try as I might to communicate with her to see where my file stand it was limited. Each time I spoke with her she couldn't find the files I sent her. I had to send her the same files multiple times. However, Roxanne took over my account and it was almost the same limited engagement from her. We would have scheduled calls and due to our time zone differences and her calling me from her personal cell-phone, we would miss the ability to connect. During all of this chaos, I was dealing with a lot of deaths in my family which was a clear distraction for me. I asked to take a break and put my file on hold. Now that I have had the opportunity to review the items, (i.e., logo, website, policy) I am see the lack of uniqueness/originality to them. All of their agencies have the same if not similar logo's or website with the same information with the exception that the agency name is different. This creates a disadvantage for my agency as this is an already competitive market. My agency will not have the needed competitive edge to survive a market that has agencies with highly professional websites and logos. When mine looks like it was created by teenagers. Given these issues that I am now seeing, I am no longer interested in working with this company who is not rendering the services that was promised to me. I am not satisfied with anything that has been been done so far. On top of that, my ability to engage with their director of licensing has been very poor. I have reached out to them voicing my concerns and dissatisfaction and they have flatly refused to refund me my money.

  Business Response

  Date: 10/17/2023

  Dear *****,

  Firstly, we want to extend a sincere apology for any challenges you've encountered in your partnership with Certified Homecare Consulting. It's clear you've been navigating significant personal challenges, and your strength and resilience in the face of these are deeply respected and admired.

  Upon careful review of your account, we've noted a pause in activity earlier this year, a step you needed to take for personal reasons, which we fully understand and support. Since your return in July, there seems to have been a hesitancy in active engagement from your side. We recognize that this journey is a collaborative one, demanding commitment from all parties involved.

  Please be aware, in the spirit of maintaining the integrity and objectives of our agreements, that extended periods of inactivity or reluctance to proceed with necessary steps could initiate an administrative review of your contract’s status. This is by no means punitive, but a procedural aspect designed to ensure that our collaboration remains fruitful and directionally aligned.

  In terms of your concerns regarding the branding materials, we take your feedback very seriously. Our team of highly skilled professionals is committed to ensuring that your marketing materials are not only top-tier but also a true reflection of your agency's unique identity. Upon review I see that you approved the logo that was designed for you. To address these concerns directly and comprehensively, we encourage you to reach out to your account manager. They are prepared to arrange a meeting with our Creative Director to delve deeply into your concerns about the logo and to collaboratively embark on a redesign that resonates fully with your vision and expectations for your agency. 

  Moreover, we are keen to move forward with you in this process. Your account manager is also poised to assist you in navigating the next stages of your journey with us, should you choose to proceed. We believe in the potential of what we can achieve together, and we're here to support those ambitions in every way we can.

  Your experience with Certified Homecare Consulting should reflect nothing less than the highest standards of excellence and personalized support. As such, we invite you to contact us directly at your earliest convenience to discuss actionable next steps, realign our efforts, and reinvigorate the progress of your non-medical agency's development within the community.

  Your business is extremely important to us, and we are steadfast in our commitment to ensuring your journey with us meets the high caliber of excellence our clients deserve. We appreciate the opportunity to address and amend these concerns and are eager to restore the confidence and trust you've placed in our partnership.

  In conclusion, it's pivotal to clarify a fundamental aspect of our collaborative process: client approval is the final step in our logo design phase. This means we count on your honest feedback and do not move forward unless you are completely satisfied with the design. If the logo didn't resonate with you, we needed that critical insight from you during the approval stage. However, it's also essential to understand that the uniqueness of a logo, while important, is not the sole driver of success in the competitive field of home care agencies.

  Success in this industry is multifaceted and often hinges on the strength of community and provider relationships, underpinned by a strategic and clear marketing plan. As Certified Google Partners with 17 years of experience in harnessing the power of search engine optimization and marketing, we bring a depth of knowledge and practical acumen that can help elevate your agency's online presence and connect you with those who need your services the most.

  Furthermore, our confidence in our services is not just theoretical. We own multiple home care agencies that have flourished, utilizing the very same designers, account managers, and resources we offer our clients. This isn't simply about business—it's a testament to our belief in the effectiveness of the tools and strategies we provide.

  Please know, we convey this not to boast, but to reassure you of the expertise and lived experiences backing the services we extend to you. Your success mirrors ours, and a flourishing partnership with you enriches us all, emphasizing the community-centric ethos that lies at the heart of our industry.

  We invite you to reach out to your account manager to reinitiate this journey with us, focusing not only on a logo but on the comprehensive strategy that will establish your agency as a vital community resource. We encourage you to concentrate on the foundational steps of establishing your agency, should your passion for this venture still resonate with you. We're here, ready to listen, adapt, and help you achieve the vision you've set forth for your agency.

  Thank you *****. 

  Sal L******* CEO
  Certified Homecare Consulting
  877-625-2421

  
  

  Customer Answer

  Date: 10/25/2023

   
  ********** ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: I am no longer interested in working with them. While I understand their explanation of how their company runs, they need to also understand how we do things in our agency to help it to grow. When I noticed that I was making decisions that wasn't well thought out, I took a needed break to reset myself as I was also dealing with a lot of deaths in my family at the time.  Yes, I did sign off on the logo, because like everything that was going on, it was a process with a deadline that I needed to address despite my emotional state.

  During the hiatus, I had the chance to reflect and reviewed the materials, (i.e., logo, website) that was shared with me. That's when I am realizing that there's nothing unique about them, they're very generic. The "hesitation" that you're alluding to came from the multiple emails that I had to send to Roxanne to get a basic answer to my questions. That has been the relationship I have had since I started my journey with Certified Homecare consulting. I have to send multiple emails to her before I can get a response. It's always like I am disturbing her whenever I reach out to her.  My agency has never been seen/treated as a priority, but, just a number. I don't doubt that your have successfully established agencies. However, your strategy isn't for my agency. It's not the right fit. We're want to be treated with the guidance and patience that will give us a competitive edge that will help us to thrive in an already competitive market.

  The options/quality of things that your company offers and the lack of guidance is problematic for us. We don't see how we could ever move forward with the lack luster treatment that we have received in the past up to now. We do not wish to continue this relationship because we already know that the outcome will not be fruitful. If things are going to be different now, why didn't it start out that way from the beginning? If you and your team could have done right and not place this much doubt in our hearts, why wasn't that established from the inception of our journey with your company? 

  Looking back, I should have sounded the alarm/ voiced my concerns before July. However, I needed to deal with all the other personal matters and get them settled before I could deal with business. I have reached out requesting a refund since nothing has been done for us, but, a failed generic and what seemed to be a cookie cutter/copy and pasted website. I was the one who got my EIN, and established all the other things that was to be part of the package that I paid for. 

  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 10/27/2023

  Dear ***** ****,
  
  Thank you for your detailed feedback. It's essential that we understand your perspective and address your concerns openly and directly.
  
  Again and truly, I'd like to extend condolences for the personal challenges you've faced.
  
  Branding Materials: We acknowledge your concerns regarding the originality of branding elements. As an established consulting firm specializing in licensing and accreditation, our main goal is to ensure our clients are fully equipped and compliant to run their agencies. While we strive to provide distinctive branding, our focus lies in ensuring you are ready for business, compliant, and primed for success in a highly competitive industry. Nonetheless, we are more than willing to revisit any elements you feel need refinement.
  
  Communication: The importance of clear and timely communication cannot be overstated. We regret any perceived lapses. Our relationship with clients, especially those on a journey to establish their own agency, is paramount. While we always strive for excellence, we are human and can miss the mark occasionally.
  
  Our Expertise: Given our standing as licensing and accrediting specialists with a proven track record, we're confident in our expertise and ability to help prospective business owners like you. Your recent concerns, while valid and taken seriously, focus on a specific aspect of our services. We believe our overall service package, especially our core competencies in licensing and accreditation, remains unmatched.
  
  Legal Agreement & Willingness to Address Issues: It's essential to highlight that our mutual commitment was outlined and agreed upon in a legally binding contract. While you've raised specific concerns, we genuinely believe they can be addressed and rectified. Our willingness to correct these issues and work with you towards a resolution underlines our commitment.
  
  Understanding Your Decision: While we recognize and respect your feelings, it's vital to emphasize that every concern you've raised is actionable and correctable. Your decision to discontinue our relationship seems to pivot on these rectifiable aspects, which leaves us a bit puzzled given our broader expertise and the multifaceted nature of establishing an agency.
  
  In conclusion, *****, our door remains open to address and rectify your concerns. We are confident in our ability to guide and support you in this endeavor. We hope for an opportunity to clarify any misunderstandings and to move forward in a manner that is mutually beneficial.
  
  Sal L******, CEO
  Certified Homecare Consulting
  877-625-2421

  Customer Answer

  Date: 11/01/2023

   
  
  ********** ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: Please don't patronize me with your lack of care and
  concern. I don't take kindly to insults. You continue to patronize me
  with your generic response which clearly shows that it's the same copy-and-paste
  response that you have spammed my emails with. Your intimidation tactics to cc
  your legal team in emails to silence me will not work.
  
  Your response is just as generic as the website and logo
  that you're trying to force me to accept. It wasn't a year that I took off. I
  was being forced to make decisions in a hurry and I needed time to clear my
  head and review what I was given. 
  
  You stated
  that I took a year off, which you know is further from the truth. I realized that I was being
  rushed to make lasting and impactful decisions for my agency without adequate
  time to do a full review of the materials that were sent to me. So, I decided to
  take that time off to deal with personal matters. That was in February 2023.
  When I reached back out to Roxanne, in July of this year, it took multiple
  emails from me to her to get a basic response to my questions from her. It was
  like Déjà vu. That's when I realized that I can't do business with people who
  don't value me, just my money. I reached out to Scott S**** who bamboozled me into signing up with your compony. He never even acknowledged me. Instead, he sent my email to Roxanne who did nothing but, sent me an insulting email blaming me for all these delays. No accountability!!! 
  
  To add
  insult to injury, as I have stated and will reiterate, your products aren't for
  me and my agency. We are no longer interested in pursuing a relationship with
  your company. Please refund us our hard-earned money. I am getting
  extremely frustrated with this back and forth and as I am again not being
  heard; but, being patronized. I am trying to settle
  this matter civilly and amicably to avoid any more issues. I am beginning to feel as though reaching out to an attorney might not be a bad idea. Your lack of empathy
  is already costing me more emotional and mental stress/anguish in addition
  to the emotional toll that I have been dealing with for the past
  year r/t multiple family deaths. The only resolution I am seeking is a
  refund at this time as I cannot see myself doing business with people that I
  don't trust.  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:11/23/2022

  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.

  I am wondering what have I done wrong to this company for me to be treated with such blatant disrespect? But it is with an extremely heavy heart that I am forced to resolve to this. Let me start off first by saying that the salesperson Scott was great in following up until I paid the initial down payment $8,970 (give and take a few dollars). After that, and until now, neither him nor, Steve, Roxanne, Keith or anyone has made any effort to resolve this matter. Since then, I have to be practically begging everyone including Roxanne, the assistant clinical director, Keith, the web design person for updates on the progress. I have bills to pay including my rent for the office and was told by Roxanne that "That is business. People have to invest in it for it to work." To this I reply, "I know that investment is a part of starting any business but, not getting what you paid for to start is the issue." This week I received an email reminder from Steve with a copy of the authorization to withdraw funds from my bank account and to this I replied, "I will file fraud if you remove any more funds from my account without me seeing any progress." Steve did not respond. Another issue I found with this company is that they seem to take a lot of vacation, and no one covers for the person out of the office. I am extremely frustrated at this point and feel as though reaching out to an attorney might not be a bad idea. They respond with emails that is filled with nothing but excuses while avoiding phone calls and actual work. I bet you that someone from their office will respond to this review with excuses and still I have nothing to show that I am actually working with a professional and reputable company. 1. Roxanne the clinical director keeps asking me to change the address of the business on my EIN and registration something that she is supposed to be doing. Keith asked me to go back and redesign my log caused he didn't quite like it, again something he is supposed to be doing.

  Business Response

  Date: 11/28/2022

  Client refused to adhere to what was required by her in order to move forward in her process.  Each time a staff member asked the client for a piece of information that was required for the process they were met with argumentative responses from the client which caused delays in the process.  As a result of this non cooperative behavior a call was made to the client by upper management where a resolution was made with the client to issue a refund of the monies that were paid and the contract was become null and void.  The client also left a slanderous review on Google and has since removed it due to the fact that a resolution was achieved.