ComplaintsforLife of Leisure Homecare

• Initial Complaint

  07/27/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On June 23, 2022, I met with Luxe Home Care at the inpatient rehabilitation facility in which I was receiving care to secure caregiver services for a month for when I transitioned from the rehabilitation facility to my home. I paid a deposit of $2128 on June 26th. On June 28, I emailed my case manager at Luxe that my tentative discharge date was July 6. In that email, I also asked for their COVID protocols and for copies of the documents I had signed on June 23. The case manager emailed a response on June 30, sent at 4:37 p.m., in which she apologized for not responding sooner. In that email, she stated their COVID protocols but she did not include the signed documents I had requested. She stated that they would be out of the office until July 6th for the Fourth of July holiday. I did not receive this email until after their office hours so I was unable to contact them prior to my discharge date of July 6. Luxe is trying to keep my deposit of $2128 despite their providing no services and very poor customer service. Because I was unable to communicate with them prior to my discharge date of July 6, I was forced to hire another home care company for my transition home.

  Business response

  07/28/2022

  ******* signed a contract with Summer ******* one of our new case managers at Luxe we have a 24- hour on call phone that she could reach Summer on and that was discussed in the assessment at the facility. We charge for time spent in the office getting each clients plan of care done which is why we charge a non refundable deposit. I went over this file with my team and we made a call to ******* on 7/27/22 in regard to the dispute to solve the problem but the ******* did not want to listen to what we had to say and hung up on me. If she would have stayed on the phone with me she would have learned that we were waving the deposit even though see sign a contract with us. 

  Customer response

  07/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

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