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:08/30/2024

  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.

  During the period from May to July 2024, I hired the professional caremanagers at this company to assess the level of my elderly mother's dementia and convince her it was in her best interest to move into a personal care home. I live over 200 miles from my parent and work a full time job and cannot give the level of supervised care my mother needs. Later in the summer, my mother's senior meal food deliveries were cancelled for ******** County residents and I asked them to help with that.
  
  I was aware the company charged for its services like home visits (of which they at least 2) and research about care facilities. I did not realize that every 15 minute phone call or every email exchange with them was billable hours. They were unable to convince my mother to visit a care facility nor were they able to find a replacement food delivery service for her. They sent me two bills totaling some $2100.00 for their services and I have nothing to show for it. My mother still lives in her own home, against her doctor's advice, and I found the replacement meal system for her food. I was totally shocked by the amounts of both bills.

  Business Response

  Date: 09/05/2024

  Thank you for your comments as we always welcome feedback from our clients and their families. 
  We do have a detailed agreement for services that was signed May 28, 2024, that explicitly spells out our fee structure to include all communication including texts, emails, and phone calls. 
  Our agreement nor our written recommendations, sent June 18, 2024, guarantee we would be able to successfully convince the client to leave her home. 
  
  
  In consideration of the client's compromised cognitive function, over the course of our work together, we made both written and verbal recommendations to the client's family member about the best way to attempt to move the client to an assisted living. However, our client's family member  was not comfortable with using those recommendations. 
  
  
  Through discussion with the client's family member, we agreed upon an alternate plan, however we expressed our professional hesitation. 
  
  
  As a part of our ongoing assessment and communication with the client's family member, we identified a willing person to provide meals. We gave the client’s family member the individual’s contact information. The client's family member confirmed he had communicated with the individual. 
  
  
  Due to human nature, it is impossible to guarantee a desired outcome. Again, we appreciate the feedback. 
  
  
  Respectfully,

  Amy H*** and 
  Long Term Liaisons Team

  Customer Answer

  Date: 09/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I think potential customers for Longterm Liasions need to be aware of 2 things.  This company advertises itself as a lifeline for people who live at a distance from elderly or otherwise compromised relatives in need of assistance.  The public needs to know this company will bill you for every form of communication between you and the company representatives.   They will bill you whether they need information from you or whether you need to speak with them.  I paid $80 for one email.  If your budget can handle a bill of $1000. per month, they may indeed help you manage family at a distance.  They accomplished nothing for my family.  I think potential customers should be aware that they guarantee nothing and will charge regardless of the outcome.  
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 09/12/2024

  *******,

  Thank you for your reply.

  Please send this to ******* ******:

  ”We believe that we did our due diligence and job and are not offering a refund.  We do acknowledge that our work did not meet your expectations and recognize that you are living through a frustrating season of life and that dealing with your family member is very difficult. We hope that you find peace and the care she needs.”

  Thank you,

  Amy H*** and Team

  Long Term Liaisons 

  Customer Answer

  Date: 09/12/2024

  I do believe that a BBB entry with my complaint should be lodged with the Bureau to warn potential customers about my experience with Longterm Liasions.