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Business Profile

Doula

Swaddled Newborn Care Concierge

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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  • Initial Complaint

    Date:04/07/2025

    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:
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    The fourth payment made to the Newborn Company in November 2024, as mentioned in an email from co-owner ********* **** sent that extra amount would go towards future hours. This 4th payment was intended to be used towards future hours. The nonrefundable deposit ($1,000) was already used against previous Doula hours. I've highlighted her email in reference. The amount of hours used was only equivalent to: $4264 - only 104 hours were used total.I have paid $5,098 - (The down payment of $1,000 in June of 2 payments of $500 + Two checks in total of $2,049)There's a difference of $834, that I have overpaid. I also have ******** chat log from December 17th. (The doula assigned to me.) well within our time limits. She was supposed to provide me with dates, but never did. On December 21st, I was waiting for her schedule to open. On January 4th, I mentioned the end of January 2025, but I received no response regarding her availability. I then sent the text on March 21st, hoping for availability in August since I had already paid money towards it in November, as suggested by co-owner *********. The contract states,"Client understands that Client's assigned Specialist may become unavailable during the term of this Agreement. If Specialist is unavailable, Agency will provide Client with a temporary Specialist who will provide Specialist Services"If my doula reached out and couldn't find a solution with the company on scheduling, they didn't provide an alternative, breaking contract.I have asked for a refund with the response its no refund. Trying to claim its the deposit and were past time. Even though my deposit was already credited against my hours. They asked for an advance and are keeping the extra money without providing service. I just want a refund, doing this to a postpartum mother is horrible and I believe others need to be aware of how they run their company.

    Business Response

    Date: 04/18/2025

    Swaddled Newborn Care Concierge ("Swaddled") acknowledges the concerns raised by ***** ******* (the "Client") regarding the unused portion of her purchased care package. We would like to provide context and clarification surrounding this matter.


    ***** purchased a 16-night care package, with the understanding that all nights were to be used within 10 weeks from the start of services, as clearly outlined in our agreement. Unfortunately, only 13 of the 16 nights were scheduled and completed within the designated timeframe. This was due to a combination of scheduling conflicts and inconsistent communication on the part of the Client, which made it difficult to coordinate the remaining nights.
    Despite the expiration of the service window, Swaddled made a good-faith effort to accommodate the Client's request to use the remaining 3 nights outside of the agreed-upon timeframe. However, continued delays in communication and scheduling conflicts with the assigned care specialist prevented us from fulfilling those final nights.


    Under the terms of our agreement, refunds for unused care outside the 10-week period are not contemplated or required. Nonetheless, as a gesture of goodwill and in the interest of resolving the matter amicably, Swaddled has offered the Client a refund for the 3 unused nights, even though we are not obligated to do so.
    We are currently awaiting a response from ***** regarding this offer and hope to reach a resolution soon. Swaddled remains committed to delivering high-quality care and maintaining transparent, respectful relationships with all clients.

     

    Best, 

    ********* ****

    Owner- Swaddled Newborn Care

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