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:11/25/2024

  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.

  My elderly mother paid this company $1200, including a $250 registration fee, to retain a caregiver in **. After about two months, the arrangement didn't work out and the caregiver resigned. We demanded a refund, but this company refused, offering another caregiver instead. They said that the amount paid covers the changing of caregivers for a year if not satisfied. We are dissatisfied with the COMPANY and do not want their services anymore. Yet, they try to tie people into using ONLY THEIR SERVICE even when not desired, increasing their fee to $2000 currently! This is a racket exploiting the elderly with very limited resources. My mother is 93-years old, living on my father's small pension, spending $300 a day for a caregiver in additon to THIS!

  Business Response

  Date: 11/26/2024

  Subject: Response to Complaint from *** ****** ***********
  Dear Better Business Bureau,
  I would like to address the complaint submitted by *** ****** *********** and provide clarification on the matter.
  Registration Fee:
  The initial registration fee is $200, not $250 as stated by *** ************ I refunded his first registration fee of $200 because of inappropriate conduct during a Zoom interview. He appeared shirtless and asked caregiver applicants personal and inappropriate questions, such as their marital status, age, height, favorite food, religion, and race. Additionally, he asked them to stand and turn around. These actions were unprofessional and concerning, and the interactions were recorded. I am prepared to submit this evidence to the ******************** Despite these issues, *** *********** insisted on continuing the process, and I requested payment of the $200 registration fee again to proceed.
  Non-Refundable Agency Fee:
  *** *********** signed a contract that clearly states the agency fee of $1,200 is non-refundable once a caregiver is hired and the required background checks, trial period, and onboarding documentation are completed. After two months, he requested a replacement caregiver via email, and I complied by sending five new candidates' rsums for his consideration.
  Caregiver's Role and Pay:
  The caregivers rate was $1,500 per week ($250 per day) for a live-in caregiver working Monday through Saturday, providing 24-hour care for *** ************ mother, who has dementia. I initially advised him that our minimum rate was $300 per day for a non-driving live-in caregiver, but I accepted his $250 offer to accommodate his needs.
  *** *********** hired *************** ******, a highly qualified caregiver with 13 years of hospital nursing experience in the *********** and 8 years of caregiving experience in the **** She did not quit; rather, *** ************ sister terminated her services due to financial constraints.
  Agency Fee Adjustment:
  The $1,200 agency fee *** *********** paid in June 2024 was based on pre-pandemic pricing. Due to increased operational costs, our agency has since updated this fee to $2,000 last October of this year, which remains competitive compared to other agencies that charge 1020% of a caregiver's annual salary, equating to $8,000$12,000.
  I hope this clarifies the situation. If further documentation or evidence is needed, I am happy to provide it.

  
  Thank you for your attention to this matter.

  
  Sincerely,

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

  Direct Hire Agency

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