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:04/01/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 co executor of my father’s estate. Stanford Angels, a home care agency in Edison, NJ, took care of my father in October 2023 before he died on October 26, 2023. When I spoke with the agency on March 12, 2024 and told them I am co executor for his estate and need receipts for the care provided, I was told that the agency owes approximately $5000 to the estate and that receipts for my dad’s care would be emailed to me. When I did not receive an email with the receipts or hear anything further about the refund, I contacted Stanford Angels several more times and left voice mail messages on March 20, March 22, and March 28 plus mailed messages the agency on March 28, too, and never receive a response. My attorney, ******* ****** of Sea Girt, NJ, told me that he faxed documents to Stanford Angels and they went through so apparently the agency received them. However, he also sent them the documents via certified mail and they were returned to my attorney.
  
  My family and I are very frustrated by Stanford Angels lack of responsiveness regarding this issue. Is there anything you can do to assist with the resolution of this issue?
  
  Dr. ***** *******

• Initial Complaint

  Date:02/07/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  In Sept. 2023, I hired Stanford Angels to care for my mother, 77, who has dementia. Due to personal family reasons, we paused care from mid-Oct. to mid-Nov. During the first month of service (mid-Sept. through mid-Oct.), all went smoothly. Communication with the company was wonderful, we received weekly invoices, and there were no issues with billing. In Nov. when we resumed service, Stanford Angels informed me they were having trouble with their billing system and requested that we send payment through Zelle. This was not a problem, and we did so for the first few weeks. Then, for the week of Dec. 12, Stanford Angels began charging my mother's debit card automatically again, as they had in Sept. and Oct. It was at this time that Stanford Angels began double, and sometimes triple, charging my mom's card each week. Invoices were not sent as reliably as they had been earlier in the fall, but I assumed the company was still just working out their billing issues. Unfortunately, I was not in the habit of checking my mom's bank balance often, and it wasn't until the first week of Jan. that I noticed there was a significant amount of her money missing. I contacted the company immediately. The owner of the company called me back within a couple of days and said she would look into it. After I didn't hear from her for a few days, I called her back and left a message. She once again returned the call and took down the dates/overcharges in question. When a week went by and I didn't hear from her, I followed up with an email (1/21/24). She replied and said she would fully refund the money owed, beginning the process on Mon. (1/22) or Tues. (1/23). When nothing had been refunded by Wednesday, I called again, but received no response. Subsequent calls and emails have gone unanswered. I stopped payments to Stanford Angels as of 1/25 and cancelled services altogether as of 2/2. At this time, Stanford Angels owes my mom 6 overcharges of $1480 each.

• Initial Complaint

  Date:10/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 hired Stanford Angels to provide caregiver services to my grandfather who was placed on hospice care on 9/14/23. Stanford Angels was to provide a caregiver with skills aligned to his care needs for live in care to commence on 9/14/23 and also, an overnight caregiver from 11:00pm to 7am. Two weeks of service had to be paid to in advance. The first live in sent was not qualified and was promptly replaced on 9/16. On 9/17 the overnight caregiver did not show and the agency said they would refund us for that night. On Sunday 9/18 we were advised the caregiver would be a few minutes late. The caregiver arrived 30 mins into the shift. Sadly, our family member passed away early in the morning on the overnight shift of 9/18 into 9/19. The agency agreed to refund us for the pre-paid services and unused time advising on 9/20 that it would take 7-14days. After three weeks, I again followed up but did not get a response. After contacting the hospital liaison for help contacting the agency, I received an email indicating a refund would be processed within 5-7 days. However that did not occur and additional follow up emails have not been responded to. It has been 30 days and refund owing of $5,697.50 is due.