Complaints

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• Initial Complaint

  Date:12/11/2024

  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 was directed to a company called Keystone Guardianship fiduciary services by the Butler ,Pennsylvania Veterans Affairs ***** program two months ago. Since then they stopped paying for the heating fuel, food, laundry, etc. If this activity continues my attorney will be getting involved.

  Customer Answer

  Date: 12/12/2024

  Keystone Guardianship out of *************************** is a fiduciary/payee service for the disabled, they are supposed to handle my funds and make sure basic needs are met. Unfortunately they let the heating fuel run out so there isnt any heat in the house and its 17 degrees here in **************. My Lawyer said that if the pipes freeze and break then Keystone Guardianship is responsible for those repairs!

  Business Response

  Date: 12/23/2024

  Please find attached our notes on Mr. ******** account, I hi-lighted in yellow anything regarding the heating of *********** home and pink for anything directly related to the issues. Mr. ****** is very hard to deal with and has some paranoia with his service provider companies. When we were first appointed, we paid off the balance with the ***** *************** that he had a balance with and he did not follow through with getting propane from them. We are his VA fiduciary appointed through the ** so we do not have full authority to act on his behalf like a Power of Attorney or Guardianship. Please let me know if you have any questions or need anything further!

   

  Customer Answer

  Date: 12/24/2024

  This company called keystone Guardianship is supposed to be a fiduciary service for the disabled! So far the only thing that they have done is waste my money on things that I dont owe anything for, also it says in their job description that they have to make sure basic needs are met that they have not done, no heat, no food, laundry. They failed to keep propane in the tank for the heating so when the pipes freeze and bust they will be paying for the repairs since they are responsible , their services are so poor that the ** had to find another payee/ fiduciary service to take over ,so there is documentation on all of their negligence and mishandling of my funds , the pre existing propane company was fired by me because of safety issues and replaced with a responsible company! The mishandling of my money and ******************** will not be tolerated!

  Customer Answer

  Date: 12/24/2024

  Fiduciary duties:  it says that the fiduciary/payee is required to make sure basic needs are met, heat , food , electricity . This representative continues to not pay the propane heat bill and the pipes inside the house will freeze and bust this winter if she keeps this up , this is a continual problem with *** ***** - rep. ******

  Customer Answer

  Date: 12/25/2024

  This Keystone Guardianship payee services outfit has been mishandling my money! In October their representative payee said that I would be getting a debit card from them that I could use for necessities, we are now going into January and they still have not sent this card !  This is supposed to be for things like laundry, food, medication, monthly expenses.  Where is this card?  They have clearly demonstrated that they are irresponsible in the handling of my money and finances, another example would be that they keep forgetting to pay the heating bill and the heating quits every month. The mortgage companies insurance department is aware of this problem so if **** continues to do these things then Keystone Guardianship and her are responsible for any repairs for things like frozen / broken water pipes to the property! 

  Customer Answer

  Date: 12/26/2024

  This keystone guardianship is always inaccurate and is notorious for getting confused and mixed up, so were constantly having to correct them , and coach them along every little inch of the way . I have never seen a business get more confused ,and make more mistakes than this Keystone Guardianship so they are not going to be handling my money or accounts, we will be working with a more responsible company next week.  For now my lawyer agrees that if keystone Guardianship continues to mishandle our money and not pay utilities like heating then they are responsible for all repairs for if the pipes freeze and bust. We do have a licensed home inspector here keeping documents on all of this should we need verifiable documentation for future references!   Keystone Guardianship services are unacceptable!

  Business Response

  Date: 12/31/2024

  I am writing in response to the second complaint Mr. ****** has now filed against our company. He is deemed incompetent by the ** to manage his funds and that is why we were appointed. I have attached the agreement. When we were appointed, he had many outstanding bills and his mortgage was going on 6 months behind. We have made numerous attempts to get propane delivered but he lives in a very rural area and he chased away the one company that had delivered to him before. The other company we tried to get to come to him, needed to confirm with him the appointment because he needed to be there and then did not go through with making the appointment himself.

   

  Customer Answer

  Date: 01/02/2025

  Every single interaction / response with this employee and her business has been totally inaccurate from the beginning until now , again  the propane company was let go/  fired due to security concerns !  Not chased away .   Secondly the tank was successfully filled with the new company last week so I dont know how you go your information ? again I still have to micro manage you so you dont keep getting overly confused  like this over and over again. Next week theres a new payee taking over this job since you have no idea what youre doing!     From: ***** . ************.

  Customer Answer

  Date: 01/02/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22671023
  
  I am rejecting this response because:
  Several inaccurate statements from the company Keystone Guardianship.
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 01/13/2025

  Our office researched and reached out to ******** December 12th and were able to schedule a delivery that day. We made Mr. ****** aware, that he needs to let us know when the tank is getting low so we can schedule his next delivery. To our knowledge, the VA is not appointing a new payee on this account.

  Customer Answer

  Date: 01/13/2025

  The propane tank is reading 13% as if 11:00 am. Jan-13-25.  So it needs filled now. Do not let the tank run out of fuel like you did last month or you will be hearing from the mortgage companies insurance department! The thermostat stays set in sixty degrees!

  Business Response

  Date: 01/22/2025

  We were notified by the VA social worker on January 15th at 3:56 PM that he should be due for propane soon. **** in our office was able to order by 10:36 AM on January 16th which was a 40 minute phone call.