Complaints

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• Initial Complaint

  Date:12/18/2024

  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 hired a doula for my birth and they did not fulfill the roles and responsibilities of our signed contract. Specifically: Breach of Contract: I explicitly outlined the ways in which the contract was breached during our conversation: I will be on-call for you two weeks before and after your due date. I will inform you of times when I am unavailable for labor support and will arrange one or more back-up doulas. And of course, I will come if you go early! As someone who went unexpectedly four weeks early, I felt unsupported the moment my water broke. In our phone conversation, you repeatedly said I was not in active labor. However, the contract does not state that active labor is a Level 6 threshold or define active labor in such a way. Failure to Attend: You emphasized that my inability to be on my phone during labor was the reason ****** was not present. However, ****** was fully aware that I was in labor. As someone who has never given birth, I can assure you that being on my phone was not my priority, nor should it have been expected to be. ****** was informed and notified when we were admitted, and labor had ********** was clear when I contacted ****** after my water broke that morning that she had other obligations that day and stated she was unable to fulfill her duties until the afternoon. While she did offer support via phone calls and text, I did not pay for text or phone supportI paid for in-person labor support.Old Contract: In our phone conversation, when I reiterated statements from the contract that were violated, you mentioned that I was given an old version of the contract. However, legally, you are bound to the contract we signed on June 11th, 2024. This is the one we both legally agreed to. If changes were made after this contract was signed, that is not my responsibility.Lack of Support: The primary reason I hired a doula was to receive support before and during birth, but I do not feel I was supported when it mattered most

  Business Response

  Date: 12/30/2024

  Hi Mercedes,
  Thank you for your response and for sharing your thoughts regarding your recent birth experience. We appreciate the opportunity to address your concerns and provide a comprehensive explanation of the support that was provided. Our goal is to ensure that all clients feel fully informed and supported, even when misunderstandings arise. While we regret that you feel your expectations were not met, we were advised by our legal professional that we should clarify the efforts made by ****** and the services provided under the contract. 
  Clarifications 
  Contractual Obligations
  There was no breach of contract in this situation. ****** upheld her responsibilities as outlined in the agreement, and in fact, went beyond her contractual obligations to support you during this time. Ive carefully reviewed the details of this case, including your concerns and ******* documentation, and can confidently say that all agreed-upon services were fulfilled.
  The contract clearly states that:
  In-person support begins during active labor, which was discussed extensively during your prenatal meetings and also included in handouts provided by ******. This standard is applied to all clients to ensure fairness and clarity.
  Early labor support is provided via phone and text, which ****** offered consistently throughout the day.
  In the event of an early labor scenario, updates from you or your support team are required to allow ****** to assess your progress and arrive at the right time for in-person support.
  ****** arrived at the hospital within 20 minutes of being informed that you were in active labor and remained with you until well after the birth. This is entirely in line with the contract and industry standards for doula care.
  
  
  
  Communication Issues
  Effective doula support relies heavily on open and consistent communication between the client and the doula. While we fully understand that labor can be overwhelming, it is vital for the doula to be kept informed about your progress. ****** made repeated efforts to reach both you and your husband throughout the day via phone and text, many of which went unanswered or rejected. This lack of communication limited her ability to provide the level of support she strives to deliver.
  Even so, ****** remained proactive, offering solutions such as sending a backup doula, providing tips and positions to help you through early labor, and visiting you at the hospital before active labor began to check in and create a plan. These efforts were made despite the challenges posed by limited updates.
  
  Above and *************** Provided
  ****** exceeded the terms of the contract in multiple ways, including:
  Visiting the hospital during early labor to check in and provide a game plan for positions and comfort measures, despite not being required to arrive until active labor began.
  Offering a backup doula, which was declined.
  Staying available throughout the day via phone and text, even when her attempts to connect went unanswered.
  Offering extra postpartum meetings to assist with your transition after birth.
  These additional services reflect her commitment to ensuring you felt supported, even under difficult circumstances.
  
  Post-Birth Support
  ****** arrived at the hospital promptly after being notified that you were in active labor. She stayed until after your baby was born and made every effort to advocate for your birth preferences, including ensuring your baby was cared for according to your wishes while you recovered from surgery.
  Following the birth, she offered additional postpartum meetings to provide further support, which went beyond the agreed-upon contract. Unfortunately, these offers were not responded to.
  
  Response from ******:
  Hi Mercedes,
  Thank you for sharing your concerns. I want to take this opportunity to clarify the support I provided during your labor and postpartum period.
  Early Labor Support
  When you called me early that morning, I explained that I was not yet on-call but was still available via phone and text to guide you through early labor. I clarified that you were not yet in active labor and discussed strategies, including the option to send a backup doula. I also reassured you that I could adjust my schedule and arrive earlier if needed. You confirmed that text support was sufficient at that time.
  Throughout the day, I provided guidance on positions, exercises, and coping techniques to help progress labor. I repeatedly emphasized the importance of keeping me updated so I could arrive at the appropriate time. Unfortunately, my calls and texts to both you and your husband often went unanswered.
  Hospital Visit During Early Labor
  At around 2:30 PM, I visited you at the hospital to check in and provide additional guidance, even though you were not yet in active labor. I observed that your contractions were manageable and spread out, and you assured me that you were comfortable. I provided a detailed game plan and reminded you to call me before contractions became too intense.
  Active Labor and Birth Support
  When I was informed that you were in active labor later that evening, I left immediately and arrived within 20 minutes. At this point, I noticed that your sisters, who I had not been informed would be present, were actively supporting you. While I welcome additional support people, being unaware of their presence made it challenging to adapt my approach.
  I remained with you through the birth, advocating for your preferences and providing support until you and your baby were stable. Following the birth, I ensured that your birth plan preferences were upheld and encouraged your husband to document important details while you recovered.
  Communication Challenges
  Throughout the day, I made multiple attempts to reach out via calls and texts to both you and your husband. Unfortunately, many of these attempts went unanswered, limiting my ability to provide timely in-person support. As I explained during our prenatal meetings, I rely on updates from clients to determine when to arrive. Without communication, it is impossible to know when active labor begins.
  
  Supporting Documentation
  For transparency, I have included all communication records, including timestamps, showing ******'s efforts to provide consistent support throughout your labor.
  
  
  November 2 Group Chat Begins
  7:28 AM: phone call about possible water being broken and game plan for the day. Things to do, look out for, and update ****** ***************** AM: ****** ***** ****** and updates her for extra guidance and for the possibility of extra support if Mercedes chooses. 
  9:19 AM: Mercedes says they just got into triage. 
  9:21 AM: ****** says you can call and she will make herself available. She states that ****** is available to backup and gives contact. 
  9:48 AM: Water did break and dilated to 1. NOT IN LABOR. Since you were not in labor, ****** sends over ways you can try to start inducing contractions naturally and aid in the dilation process. ****** gives advice on ******** to answer Mercedes questions about ripening and what her options are there. 
  10:09 AM: ****** calls Mercedes and *****. NEITHER ANSWER. 
  10:39 AM: ****** asks for a call
  10:52 AM: Still no communication so ****** does her best to update both parents and assure them that they are not in labor yet again. Encourages and supports ******** to stay on track with her birth plan but ****** will support with whatever she decides. ****** OFFERS A CALL. 
  11:08 AM: Still no communication. ****** asks if she should come to the hospital or offers ****** out to touch base as well. 
  11:16 AM: ***** calls ******. They talk through whether they would like to stay at the hospital or head home. After game plan is made, they hung up. ****** offered to leave early or she could come right after around 2. Since you were still deciding if you were staying or not, you stated not to come at that time. 
  12:47 PM: Mercedes states they chose to stay at the hospital. She STATES she was NOT FEELING ANY CONTRACTIONS YET- again NOT in labor. 
  2:21 PM: ****** comes as she had mentioned previously during a call just to check in and see how things were going. Again, as you were not in labor, this was above and beyond of ****** to do. Both parties worked together to create a game plan. Mom and dad assured ****** that they were comfortable. ****** clarified that labor had not yet started and what active labor would like look. ****** reminded mom and dad that communication is incredibly important and gave checkpoints to look out for and communicate.
  5:07 PM: ****** checked in- NO RESPONSE
  5:29 PM: ***** stated that they decided to get an epidural and that she was at 5 cm.
  5:31 PM: ****** messages back right away asking how far apart contractions are. NO RESPONSE
  5:40 PM: ****** calls ***** to get updates as there was no communication for hours and was unaware that ******** was having a difficult time with contractions due to lack of communication- NO RESPONSE
  5:42 PM: ****** offered a call and a lot of information on epidurals and what to expect as no calls were picked up along with support. ****** OFFERED TO STOP IN- NO RESPONSE
  6:26 PM: ****** STILL HAS NOT HEARD ANYTHING-she asks for calls instead of texts going forward and confirming when to update her so family cannot state she did not do her job due to her lack of communication. ****** states she will just take a guess and come in a few hours if she still does not hear anything. 
  7:27 PM: ****** checks in- NO RESPONSE
  7:31 PM: ****** calls *****- NO RESPONSE
  7:37 PM: ***** messages saying they are resting nicely and will reach out again soon. Does not ask ****** to come in. 
  7:39 PM: ****** confirms receipt and says shell come in if things progressed by 8:30 (the next check).
  8:41 PM: ***** states that she is at 6 cm (active labor).
  8:45 PM: ****** says she will be there soon (ARRIVES WITHIN 20 MIN)
  8:52 PM: ***** states that Sadies sisters are there which is perfectly fine but not planned nor communicated with ****** prior. 
  ****** then stays for the birth and postpartum to make sure that familys needs are met. Family sings ******* praises and thanks her for her support and help. 
  ****** continues to check in next day to see how things are going and if any support is needed. 
  
  
  
  Mercedes, I hope the explanations and documentation provided help clarify the care you received. While we maintain that no breach of contract occurred, wed be happy to meet in person if any further explanation is needed. We will of course record the interaction on our end and you are welcome to do the same. Any conclusions will be agreed in writing before the meeting has ended. Please let me know how you would like to proceed.
  Warm regards,
  ****** and ******