Public Mediation

B.B. vs. All Valley Home Care & Jan "The Administrator"

B. B. vs. All Valley Home Care - Longmont, Co
717 5th Ave, Longmont, Colorado, 80501-5420, United States
Amount Involved: $2,547.00
    • Claimant Seeks: View.
    • Claim #: 6796538
    • Amount Involved: 2,547.00
    • Filed On: Jun 14, 2017
    • Posted On: Jun 25, 2017
    • Complaint(s):
      • Customer service runarounds
      • Problem with a service
      • Bad business practices
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Statement of Claim
Complaints Involved (6) - View
Claimant says:
"A Complaint Against All Valley Home Care
After listening to a message left by Jan I tried to call the All Valley office number (720-600-5353) and to leave a message at mid night, my phone rang for one time only and immediately I hung up and my intention was to leave a message so I can call the next day and talk to the administrator: Jan.  After about 4-5 seconds my phone rang (with a different No. I called; “I think a cell phone”) and it was Jan, the All Valley co. administrator; therefore, she was the one who called not me (because she might be on-call that night).
 
When she (Jan, the administrator) said “I do not deal with 4-5 months ago cases, I deal with cases within 72 hours only”
 I told her that “you do not know management or administration and you don’t know how to manage a situation like this. My wife was so patient with you for almost 5 months and you don’t want to take the responsibility of the damages your employees did”.
Clarifications:
·         When she said “… to care about cases in 72 hours”, I told her I will take the case to People Claim she said “I don’t care you do beyond that”. Then, I thanked her and hung-up.
·         I did not cuss her, use inappropriate words or threaten her at all.
·         I did not threaten her at all or to be abusive as she left other messages. I think she used these terms to defend her “senselessness and negligence behavior” in addition to her “poor management” in this situation to deal with a disabled client.
·         I confronted her with her “poor management” and she is “senseless and negligent” about her client.
·         My wife has an MS disability and she told the company about the damages that happened by the employees to cause the backup sewage by throwing feminine stuff that should be thrown in trash not in toilet and this was based on the proof they requested from the Landlord. The Landlord gave them all the details.
·         My wife noticed one of the employees pulling a carpet washing machine by the hose too much and broke it. Since that time the machine is useless. When reported that to the company they did not reply until many calls to their office, and then Jan asked one of her officers (Cara) to picture the machine and the damage of the backup sewage. After many calls to their office about the problems again, Jan sent another officer (Nicole) and she pictured both, but no action was taken by this administrator at all.
·         As Jan deals with problems within 72 hours, as she said on phone and on left message then, why she asked for the proof of the backup sewage from the Landlord, sent Cara and Nicole to get pictures?

According to their mission and ad on web site: Why Choose All Valley Home Care?

All Valley Home Care agencies are licensed, bonded and insured. Our Senior Care Coordinators specialize in matching our clients with trained and experienced caregivers, allowing you or your loved ones to remain in the comfort of home.
Our mission at All Valley Home Care is to help your senior loved one thrive in the comfort and independence of their own home. Our senior home care agencies have the knowledge and experience that will ensure your loved one receives the tender loving care they deserve.
Ø  All care givers who brought to help my wife were not trained at all and have no previous experience how to do simple cleaning or clean ”hygienically”. Some of them use the toilet cleaning “scotch bright or loaf and gloves” and use them with kitchen utensils, sink or dishes.
Ø  Some of them don’t know how to load a dish washer.
Ø  Many times they broke cups, dishes and frames, my wife never complained or reported that to the company even some of the employees (care givers) offered to buy a replacement.
Ø  The company did not do what they promise or achieve their mission of trained/experienced care givers.
Ø  Jan told her employee (Lisa, on her last week) not to organize the food pantry (in the kitchen); why?
Ø  This company made my wife to lose many days and even weeks because they didn’t find an employee to do the job. Almost every week or two hire a new employee who works for one day, two days and quits; hire another one who works for one week or so and quits the following week without informing my wife about that, they tell her that they don’t have replacement for this week and will try to find/hire someone by next week, … and so on. Most employees quit so easy because they were “complaining” of low payments and no benefits.
Ø  Jan sent a letter of discontinuation of service without signing or putting her name on the letter!  
 
 
 "
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Additional Communication Between Claimant and All Valley Home Care - Longmont, Co Hide
  • Jun 26, 2017, All Valley Home Care - Longmont, CO (responding party) added:

  • I responded to these issues in a private post on 6/15/17. I wold like to state again that the clients husband did not give us documentation or notify us in a timely manner regarding plumbing issues or damages. The incident apparently took place in December of 2016 and I was not faxed any information or documentation until 4/14/17.
    The clients husband stated that I had sent one of my office staff to investigate and take pictures that is true but it was for a different issue. That issue was for a complaint regarding a damaged Carpet Shampooer . The client had stated that a caregiver had damaged the shampooer hose and had requested that we replace the entire unit. I investigated this issue and found that our caregiver had not used the unit and had not caused the damage.
    Had I been notified of the plumbing issues in December of 2016 we would have sent someone out from the office to review the damages at that time and take pictures to access the possible damages and investigate the cause of such damage. But we were not notified of this incident when it happened so we were unable to investigate or take pictures to document damages that might have happened. What we were given was a statement from the client many months after the incident 4/14/17 requesting reimbursement for damages caused months prior.
    The clients are given our company policy and liability information at the time when we start services and we review this information with them at the signing of the contracts. It states very clearly that clients must report any damages or incidents to us with in 72 hours of said incident. This allows us to do a timely investigation to see what has happened, how it happened and if our caregiver might have caused the incident. Due to the fact that the incident took place over 4 months before we were notified and we were unable to investigate at the time it took place the claim was rejected.
    One final statement regarding the call at midnight on 5/16 I did return call to the client I was concerned for the clients safety. When I did return the call the clients husband answered and stated demanding payment for the above issues. I explained again to the client that due not notifying us until months after the incident that we were unable to reimburse him for damages due to the fact we were not allowed to investigate it at the time it happened. He then started to become verbally abusive shouting at me threatening my reputation, job and my companies reputation. I then stated to him that the discussion was over that I did not appreciate being threatened or verbally abused at midnight and he could call during normal business hours.

What Claimant Wants Hide
1. Compensation: Replacement of carpets and thrown items, cleaning & losing a month of service due to an immediate decision of discontinued service Jun 28, 2017 $2,000.00
2. Damages: Replacement of the broken carpet washing machine Jun 28, 2017 $147.00
3. Pay me for my time: 40 hours @ 10.00 for missing service for a month Jun 28, 2017 $400.00
4. Other – Copy claim to regulators Jun 28, 2017 $14.99
5. Other – Pay for claim posting cost Jun 28, 2017 $14.99
6. Other – Physical delivery charges Jun 28, 2017 $4.99
Cash total : $2,581.97
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Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:
  • I disagree with the explanation / grounds provided

    ""

This claim will remain posted until resolved.

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Do you agree with the respondent’s Response?  (If you are a party to this claim, click here.)
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