Complaints

This profile includes complaints for Purview Life's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Purview Life

  6846 S Trenton Ave Tulsa, OK 74136-4106

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  Purview Life

  9810 E 42nd St #110 Tulsa, OK 74146

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:10/28/2022

  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.

  I signed a service agreement with Purview Life to have a home assessment for my mothers home and they required a $850 retainer. The retainer was paid and per the service agreement they were to bill based on a $140 per hour which will be billed in six (6) minute increments, The assessment was performed on August 8, 2022 and a report was prepared on August 12, 2022. Purview Life was required to prepare an invoice based on the service agreement rate and issue a refund. I did not receive an invoice so on September 18th I emailed and requested a final invoice. On September 19 Shelley ****** emailed me back and sent an invoice that had 0hr 00mn and fee of $850 and stated "Your account is paid in full. This invoice is for your informational purposes". I responded to Shelley's email on September 19th "Can you please send me over an itemized statement that includes the hourly rate and hours billed for evaluation and report preparation as per the agreement". To this date October 27th Shelley has refused to respond to my email. This was my elderly mothers funds that she paid to have this service performed to assist her with dealing with her dementia and Purview has proceeded to take advantage of her.

  Business Response

  Date: 02/23/2023

  Business Response /* (1000, 5, 2022/11/14) */
  *******, the complainant's sister, hired us on June 2, 2021, to do a comprehensive assessment of her mother. She gave us a retainer of $800 with her own funds. After much discussion with Mary H**********, care manager and managing partner with Purview Life, ******* decided to wait to have us do the assessment. We applied our invoice of $27 for the conversations Mary had with *******, from the $800 retainer. This left a balance of $773 in the retainer.
  
  On July 26, 2022, the complainant, the mother's son, hired us to do an in-home safety assessment of his mother's home. Our rates from 2021 to 2022 had increased from $135/hour to $140/ hour billed in six-minute increments. We requested a new Service Agreement, indicating the new rates and a new retainer amount of $850. He gave us a retainer of $77, to bring the retainer balance to $850.
  
  Mary and Kristen H*****, another care manager went to the mother's home to do the assessment. They spent 1 hour and 18 minutes in the home and traveling to and from the home. Kristen wrote the report based on their findings. The time to write the report was 3 hours and 18 minutes. The service total was 4 hours and 36 minutes. After auditing the time, the invoice total minus Mary's billing rate came to $644. The remainder of $156 would be refunded to *******, the daughter, who originally paid the $800 retainer. The complainant only paid $77 on behalf of his mother and did not put any other money down for the retainer.
  
  Please see attached signed agreements.
  
  
  Consumer Response /* (3000, 7, 2022/11/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I received a call from Mary Hendershot and she ask about the complaint and I mentioned that I was not billed according to the service agreements. She stated that the home assessment is a flat fee of $850. I told her that is not what the service agreement that I was provided states. This has been a very frustrating and unprofessional experience. I called and requested a corrected invoice and never heard back from Purview and was forced to address this through the BBB to get it resolved.
  I am my mothers guardian and administrator of her assets, which requires me to make sure that she receives the services that her assets pay for. I did ONLY pay $77 of my mothers money and my sister did also pay $800 of my mothers money to Purview. My mother has always been very thrifty, whether it is $77 or $800 is important to her.
  I find it interesting that a report that has one and a half pages of text and all the rest is copied and pasted photos would require 3 hours and 18 minutes to prepare. The math is also wrong $850 minus $644 is $206 not $156.
  
  
  Business Response /* (4000, 14, 2022/12/01) */
  We have attached both invoices sent for services requested and rendered.
  
  We acknowledge and apologize that the addition was incorrect in the note above.
  
  The requested report was provided to the complainant and has not been included in this inquiry as it contains personal information. The complainant acknowledges having received the report.
  
  As stated above by the complainant, we advised that our standard fee is $850 for an assessment and report. However, we adjusted the amount since the request was for a safety check and report.
  We also acknowledge that the invoice that was originally sent to the complainant listed the cost as $850. Unfortunately, when the request was received via email for an invoice, the Operations Manager, billed the standard rate for assessment, in error, as the Care Manager was out of the office on an extended medical leave and the Operation Manager was not aware of the "safety assessment" instead of our standard assessment.
  
  We also acknowledge that the request that came from the complainant for more information on the invoice, a response was not received as this also occurred during the medical leave and the operations department was unaware that a follow-up call had not been made.
  Until we received the BBB complaint, we were not aware that there were still questions on the account.
  
  At the point we received the BBB complaint, the Care Manager reached out to the complainant.
  
  We acknowledge that there were errors in communication that occurred and apologize for those oversights on our part. We regret that the complainant is not satisfied with the services, as we strive to always meet our clients' expectations, however, the fact is, the services requested were completed, the amount of time and cost is accounted for. We only charged for One Care Manager's time instead of Two Care Managers which attended the visit, therefore the amount invoiced was less than it could have contractually been.
  
  As stated previously, any refund will be issued to the original payee, as the funds were not from the mother's account. We have communicated with the original payee on the status of credit and the services rendered.