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:10/05/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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 July 18 I paid Recovery Frameworks $16,000 to provide a companion to transport my daughter from a detox facility in Atlanta and stay in an Airbnb in Charleston with her for 2 weeks. I was hesitant to sign up for his service as my daughter had refused all previous attempts at rehab or accepting help. ***** ******, the founder of the company assured me that anything we didn't use would be refundable. The cost was $1000 per day plus the Airbnb. I felt great pressure to sign the agreement as my daughter was stuck in Atlanta but with the repeated assurance from Mr. ****** that I could cancel I signed and paid. In hindsight and with clear mind, I should have read the contract carefully but being scared and distraught and trusting Mr. ****** I signed. I canceled the service 4 days later on July 22 as my daughter refused to stay in the Airbnbr or engage with the companion. Mr. ****** agreed to a refund (see text messages) and claimed that he had issued a credit with my credit card company which he never did. Then he promised a certified check which he never sent. I was then forced to dispute this charge with credit card company. The credit card company could not accept his texts where he agreed to a refund as proof because they were not on company letterhead. He sent them the contract which stated no refund. Mr. ****** lied and mislead me to get me to sign the contract when I was distraught. I am a fair person and willing to pay for services rendered including flights and 4 days at $1000 a day.(see letter to capital one for details.) The refund should be $9946.49. I will send supporting documentation.

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 9, 2022/10/11) */
  To Whom it May Concern,
  
  Client (the individual who filed the complaint) signed up for services with our organization, Recovery Frameworks, contracted on Jul 18, 2022. In this agreement that is attached, she signed on to pay for her deposit of services totalling $16,000 for the first two weeks of services rendered. In this contract, you will also see a no refund clause.
  Services began for the client's daughter. Housing and flights were paid for by the company. A contractor was engaged to provide the service. A detailed expense report can be seen in the attached document.
  Services were engaged for the Client's daughter (the Person of Concern, or PoC). Housing, flights, and the service provided were paid for by the company. We incurred the expenses you will also see attached in association with the services rendered to the Client.
  After pick up and transfer from a hospital setting in Atlanta, GA, transportation to the airport at Hartsfield-Jackson, and flight to Charleston, SC, we brought the PoC back to the residence of the Client according to their wishes, contradicting the recommendation of both Recovery Frameworks and an additional expert consultant. After, we stayed on board, including daily visits, to engage the PoC with our companionship services. These services are charged to the client on a daily basis, and contractors providing services are paid based on days of service. We also included several family support sessions, and the Client routinely and regularly called to ask for advice, which is included in our service.
  Recovery Frameworks rented a space for the PoC to live in, with an upfront payment for two weeks based on the request of the client and had paid for two weeks of housing for her, per the request of the Client. Recovery Frameworks maintains records of all flights, receipts for housing on AirBnB, and attached invoices for contractor payments out for our Companion. We also have copies of unpaid invoices from the Client, where she has not paid for her ancillary services and expenses incurred by us at this time.
  The Client canceled services for her family 4 days into active services. Per our contract, no refund or credit is to be given.
  Client signed on for services with our company at the beginning of July. We consulted, and worked with her throughout the Person of Concern's time in treatment, before, and also after. Client signed on with us to provide in home companionship for monitoring of her daughter after a stay in treatment. Upon leaving treatment, family did not follow recommendations and allowed daughter back into their house. When this did not go well, they decided to cancel services. Upon asking for a refund, Client filed a dispute with her credit card company.
  Client signed documentation that directly states no refunds for any services rendered, or to be rendered. This document has her signature and approval.
  We have offered a refund amount that did not happen by the time she was expecting. This amount is for all costs associated with the services provided to her and her family, and expenses we incurred in association with her account. She has been notified of her refund amount.
  
  
  Consumer Response /* (3000, 12, 2022/10/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  On reading Mr. W*****s response I am glad that he finally decided to follow through and issue a refund. On September 27th I sent Mr W****s an email requesting the refund he had promised in the beginning of August. When Mr ******s didn't respond I was forced to contact BBB and the Consumer Protection Agency as I told him I would. Mr. W*****s had offered a refund but never gave the details or followed through by issuing it. I waited close to two months before contesting the amount with my credit card company. I always reached out to professionals when making a decision and the interventionist I was working with and Mr. W****'s both agreed to allow her to come home for 3 days to be with her son. While this may not be an important part of this dispute, it again shows that Mr W*****s is not being truthful.
  While I appreciate the refund offer, I disagree with the amount as follows: the companion's flight from and to Boston of $702 should not be my responsibility. Mr W*****s had said that he had a companion ready for the job never mentioning that he was flying her from Boston at my expense. She was employed by him and this should be his expense. Also the car rental of $929 is steep for 4 days and car rental companies do allow early returns. The flights from Atlanta to Charleston should be my expense. Lastly Mr W*****s never mentioned an early termination fee of $3500 and only quoted $1000 a day as the fee. I would like Mr W*****s to revise his refund accordingly. Thank you.