ComplaintsforThe Center of Concern

• Initial Complaint

  07/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  A volunteer by email last year said they took me off the wait list. Now my last name they are using " The Hufnus Family" to continue to mail me requests for donations or events etc. I originally only applied for housing. I don't know why they added me to their marketing lists.

  Customer response

  07/31/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 

   

  They said by email they gave removed me from the mailing list today around 3/4pm 
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called center of concern the first week of May for rental help I became very sick with a auto immune disease and couldn't pay my rent I received partial rent from salvation army with in 2 days I was approved also approved from liheap for my utilities center of concern worker not only took all my personal info every single thing you can think of not only from me but my roommate who also became I'll the worker made it seem like she was gonna help instead she emotionally distressed me put me though h*** for for well over a month Everytime she said she had everything in paperwork the next day she would ask for the same paperwork bank statements much more over and over and over she did this for over a month I talked to supervisor there and others said they would fix the problem they did not they took me because I was extremely sick couldn't pay rent at the end after receiving all my roommate and I personal info bank statements social security numbers much more after all that and over a month later sent me a email stating they couldn't help me because I was sick that's the whole reason why I went to them because I was extremely sick couldn't pay bills rent and collecting all our personal info turned us down by saying they couldn't help me because I was sick this is fraud I still haven't been able to catch up still owing the remaining rent of 5.95.00 from May I want them to finish there job and do what they said they were gonna do in the beginning this is fraud they took all our personal info of everything in our life's then turned us down by saying because I'm sick that's the whole reason for them being there for others ?

  Business response

  07/13/2022

  July 13, 2022

  
  To Whom It May Concern:
  

  This letter is to provide an explanation of the correspondence leading to the complaint that was filed on July 6, 2022. This complaint has been assigned the number ********. Below, you will find a verbal summation of the events that occurred. Additional emails between *********** can be provided if deemed necessary.
  Case # ********
  

  Initial contact with *********** was on May 11,2022, in which they presented with needing rental assistance for the month of May. The Case Manager assigned, explained the current funding ****** requires an extensive amount of paperwork and documentation. These requirements include but are not limited to; proof of hardship, proof of income, proof of sustainability or ability to pay rent moving forward, etc.
  During the initial intake phone call, *********** stated that there was also a roommate residing within the home, but they were not earning income. Following the initial intake phone call, the document checklist of requirements needed was emailed directly to the ***********.

  
  Throughout the month of May 2022, *********** sporadically submitted a few of the documents. Complainants reasoning for the delay in submitting all of the documents was due to medical challenges that were occurring. Upon review of the few documents submitted, it was discovered that the lease had expired, the budget sheet reflected additional income from roommate (which was inconsistent to previous statement of roommate not earning income) and the income verification submitted was insufficient (**** for 2021; needed current income; the specific ***** ****** requires a valid lease, accurate documents,and recent income documentation).
  

  An additional request was made for the documents needed to continue processing the ****** these include the following: current lease, recent copies of paystubs for both *********** and roommate (**** for 2021 was insufficient) or bank statements that show income deposits if pay stubs were unavailable. The *********** and roommate refused to send bank statements that showed income deposits.
  Based on documents submitted by *********** thus far, the household is currently ineligible for financial assistance (specific ***** *********** was screened for)due to insufficient income verification and inability to prove sustainability of rent payments moving forward.

  
  Additionally,the case manager reported to The Director of Programs that the *********** sent emails that equated to harassment. These emails consisted of profanity;derogatory language/statements aimed at Case Manager as well as accusatory statements. While the Center of Concern understands that any individual that is experiencing crises can present atypical behaviors and language, the agency has a zero-tolerance policy for harassment. At this time, The Director of Programs sent email to client requesting that emails are no longer to be sent to Case Manager and all correspondence should be directed only to The Director of Programs.
  

  The Center of Concern has always had the best intention to assist the *********** with meeting their need, unfortunately, opportunities are lost when participants refuse to comply with documents and timelines necessary to complete the application process. Unfortunately, with the most recent documentation received, *********** is not eligible for the ***** originally screened for. With a reassessment, *********** may be eligible for other *****s with less restrictions, however, all *****s require income eligibility among other documentations.
  

  If the *********** wishes to proceed with the agency, we will be happy to move forward. With the recent events in mind, there will be guidelines moving forward. These guidelines would include assigning a new case manager, full cooperation from *********** pertaining to communication, documentation, and timeline/s. Please note that during this process, staff has been professional and has not engaged in inappropriate communication with this ***********. As such, it would be asked that if the *********** does choose to proceed with agency, we would hope that the same respect would be returned to staff, or we will close them from services.
  

  If you have any questions regarding the information indicated in this letter, please do not hesitate to contact me. Additional documentation can be provided if needed.
  
  Sincerely,
  ***************
  Director of Programs
  ************

*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. ↩