Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:08/20/2024
Type: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.
On 5/21/24 your Aide damaged my Vinyl plank flooring by not wringing out mop and using too much water, so that there was standing water. I had told her to only use the ******* Power Mop on the Living/Dining room because it is not waterproof. But either way there shouldnt have been standing water. And the mop she used was a spin mop. It took several hours to dry. In July I tripped over a part that was coming up and thats when I noticed the damaged. The planks are separating and a few areas coming up. Also just noticed an area is warped. This only happens from Water damage and I have proof was not like this before May.
Im concerned of mold underneath. I am highly allergic to Mold and I have Asthma.
I did make everyone aware after it happened and was one reason for saying she was incompetent.
The Ohio Dept of Health said to report this to BBB and Medicaid, So Im following instructions.
My UHC Caseworker was out today and took pictures of the damage. She told me she talked to ******** who said you would not take responsibility for the damaged caused by your Aide.
I am requesting the damage be fixed immediatley before it gets worse and I fall or have other health issues from it
Business Response
Date: 09/11/2024
Thank you for taking the time to provide feedback and we are truly sorry to hear you were not satisfied with the services provided by our agency. We have reviewed all documentation related your case, including statements from the aide assigned to your care, and there were no indications of any outstanding issues when we stopped providing care over 4 months ago. It is our policy to investigate and address claims involving property damage, but with so much time having passed, there is no way for us to accurately investigate your claims or validate the causes related to the issues you are reporting. I'm sorry we were not a good fit for your needs and sincerely wish you find the type of care agency you desire.Customer Answer
Date: 09/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
It had only been 3 months when I filed this! It takes time for Water damage to show. I noticed about a month after incident, when I tripped on the floor and then looked around and noticed separation and more lifted planks. I immediately Notified The Health Dept because I knew Brightstar would not fix it. It took Health Dept a month or so to tell me Brightstar is not in their Jurisdiction. They told me to Notify my UHC Case Mgr and the BBB and so I did. I have also filed with Grievance with Medicaid.Brightstar and UHC Case Manager where well aware at the time it happened. Only time would tell the damage it did
Regards,
****** ********
Customer Answer
Date: 09/12/2024
I have attached Email from Dept of Heath and State of Ohio not being able to help/ I dont remember exact date I tripped on flooring but I believe it was early to mid July. I had researched and made some calls prior to submitting complaint to Health dept. on 7/31. After ****** response I notified my UHC case Mgr and waited a week or so for her to tell me Brightstar would not accept responsibility. I then filed with BBBCustomer Answer
Date: 09/23/2024
estimate w/diagnosis attached
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