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:12/26/2023

  Type:Customer Service 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 ordered to contact ACES within 10 days of recieving my custody order. I made contact per the court order for the first time on 12/20 via a third party due to having a busy work day that day. The owner was rude and standoffish. I then made contact the next day myself. Again, the owner was as rude and very unhelpful, even going as far as to attempt to provoke a reaction. I continued to ask questions in a polite and straightforward manner while the owner ran me around and even suggested: ill tell the courts this wont work. Im court ordered to make contact and schedule visitation with them to see my children until my temporary custody order is properly appealed and this woman is now further delaying my visitation by being standoffish, rude and petty

  Business Response

  Date: 01/12/2024

  Client did have a third party contact the office; however, due to HIPAA we are unable to provide any information to anyone except the client named in the Order. Client the contacted the office directly on 12/22, and was advised that due to the upcoming holidays, it was unlikely that any visitation would occur prior to January 2024, as the opposing party would need to be contacted regarding scheduling, and staff availability would need to be checked against the parties' availability. Client stated he wanted to have visitation on weekends, and was advised that this was likely not possible. He then advised that he worked into the evenings, and would like visitation to start at 7:00pm. He was advised that this would be too late for young children. On Sunday, 12/24, client contacted the office to see if "the office was open" without identifying himself. When asked to identify himself, he was reminded that he was told to call the office on 12/26, and that we still needed to hear from the opposing party. He stated that he had "information" and was advised that the information was not pertinent on a holiday, nor did it change anything that is stated in the Court Order regarding supervised visitation. He then called again on 12/26, and inaccurately reported that his Court Order specified that his visitation has to occur on weekends. He was again advised that staff was unable to commit to weekend visitation, and that the Court would be contacted in order to get him another provider who is able to meet his needs. The client stated, "Why is that?" He was advised that this question had already been answered. He responded, "No it hasn't," and the information was repeated to him. The Court was contacted with this information, and a new Order was issued directing the client to a new provider.

  Customer Answer

  Date: 01/20/2024

  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.
  

  I was mistaken in that the court order read weekends and when i realized my mistake I inquired about weekdays, upon which the employee/owner continued to be rude, operate in an abrasive manner, clearly attempting to provoke a reaction. She was essentailly was stating that my work schedule was not conducive to visits. I then informed her that i would reschedule work/make whatever accommodations where necessary to suit the schedule she continued to give me the run around about. Doing my best to deescalate the situation and prove my willingness to work with whatever barriers the business and third party could attempt to place. At this point the employee began stone walling me and threatening to "inform the courts this wouldnt work". I never called offering information, but instead called inquiring what information would be needed to facilitate quicker visitation so i could forward said information to the other party. Seeing as the party was clearly in the office, and clearly fielding calls for the business she charges $90 an hour for, to supervise children, I was very confused at the unnecessary attitude and undue unprofessionalism

  The fact that this person chooses to misrepresent the situation despite my polite and professional contact, and very detailed notes is absolutely disgusting and atrocious considering this person claims to be a supervisor of children.

  Lastly, the aforementioned person never mentioned HIPPA, and was just uncouth and unprofessional when contacted via a trusted third party the first time around.

  
  
  
  Regards,
  
  
  
  ***** ******