ComplaintsforQuality Living Home Care LLC

• Initial Complaint

  04/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  A Veterans First rep visited my elderly parents' home in April 2022. He explained the program and that they would provide attendant care through an outside company in our area for my Veteran Dad and submit all documentation to the Veterans Administration for payment. With their guidance, they made sure my parents met all financial criteria to qualify. I submitted pages of bank records and documentation to them. A large packet of information was quickly gone through as the rep talked explaining the program. We were told where to sign so "Veterans First could file for my Dad". NOT ONCE were we told that we were signing a contract, that there was a chance the Veterans wouldn't pay and it would be our financial responsibility, or that if my parents passed away that the case was closed and it was my financial responsibility. Veterans First has closed my parents ' case as they both have passed in Oct and March. I was emailed a bill for $2,224.23. I feel taken advantage of because we were so desperate for help and they knew it. I do take responsibility for not stopping the reps from flipping pages and read what I was signing more closely. They were so smooth that they fooled my Dad, myself and my husband. If it was said this was a contract we were signing or that we could be financially responsible, one of us would have questioned this and definitely not signed anything. The document does state if the client passes that Veterans First with the help of the family will pursue payment from the Veterans. This is NOT the case. Veterans First wants paid 2 weeks after my Mom passed.

  Business response

  04/24/2023

  Veterans First is a privately owned company, not affiliated with the Department of Veterans Affairs (VA). We take great pride in assisting qualifying Veterans and Surviving Spouses with the application process for the VA’s Non-Service Connected, Medical Compensation, Aid and Attendance Benefit. Veterans First partners with many organizations such as hospitals, rehab facilities, home care agencies, social workers, and the VA. These partners refer Veterans and Surviving Spouses in need for assistance with their application process and home care needs. After a client’s application has been completed and filed with the VA for consideration, Veterans First generously fronts the cost of the home care services provided to our clients as their claim is being processed by the VA. The time frame for entitlement to the VA Aid and Attendance benefit cannot be predicted; however, Veterans First states that entitlement generally could take 6-9 months or more. During this time, Veterans First fronts the cost of the home care services provided to our clients. Veterans First Director of Client Relations and staff work closely with the client’s next of kin and the VA throughout the entitlement process. Upon completion and entitlement of the VA Aid and Attendance claim, the VA issues a retroactive payment to the client. This payment is to be used to satisfy the balance due for the home care services fronted by Veterans First. This process is explained in great detail and given in writing in the form of the Veterans First Care Service Agreement.
  
  Once a referral of a Veteran or Surviving Spouse in need of our services is made to Veterans First, a Veterans First representative will call the next of kin. This call introduces our company, the many services we provide and an overview of the VA Aid and Attendance Benefit. There are three qualifying factors, Military Service, Medical Need and VA Financial Qualifiers.  Veterans First does not cold call. After this conversation, written documentation and explanation of our services are mailed to the next of kin. If the client chooses to move forward with our assistance and meets the three VA qualifications, Veterans First will proceed with helping the next of kin to gather necessary documents to complete the VA application for the benefit. Veterans First follows the Aid and Attendance qualifying guidelines (set forth by the VA).
  
  A referral was received by Veterans First on April 5, 2022, from ********* ****** ******* for the Veteran referred to in the complaint, and a welcome call was provided to his next of kin, the complainant.  It was determined that this married Veteran would benefit from our services and the next of kin wished to proceed with the application process.
  
  Along with the assistance of the Veterans First team, the necessary documents were gathered, and a thorough financial review was conducted. At the completion of the application development, a home visit was scheduled. In attendance at this meeting was the Veterans First Representative, the Veteran, his Spouse, the next of kin, and her husband. It is further encouraged that anyone who wishes to hear about our program or who is involved with the client join this meeting. A Veterans First representative visited the complainant’s family in person on April 26, 2022. During the home visit, the VA application is discussed page by page and many opportunities are given for any questions. A full explanation of the application and accompanying VA documents are provided to all-in attendance. At this time, the Veterans First, Care Service Agreement was also fully discussed and agreed upon, signed by the Veterans First representative, the Client, and the Responsible Party (next of kin). A copy of this legally binding agreement was provided to the next of kin following the home visit.
  
  In accordance with the Care Service Agreement, home care services were provided to the Veteran beginning July 2022. Monthly invoices for services rendered were provided to the Responsible Party, next of kin, for their records. Veterans First bridged the gap between during the entitlement process by fronting the cost of the home care fees for the veteran, as we do with all our clients.  Veterans First Director of Client Relations kept close contact with the next of kin, providing constant and consistent communication in the form or calls and emails, to check on the care being provided, and answer any questions. To stay current with the VA claim development, monthly calls were placed to the VA to check on the claim status and any VA mail released to the Veteran. Subsequent communication was provided to the next of kin with the most recent VA claim status updates.
  
  Veterans First was notified by email, on October 24, 2022, from the next of kin, that the Veteran passed away on October 22, 2022. Veterans First reported the unfortunate passing of this veteran to the VA.
  
  In accordance with the Department of Veterans Affairs, the entitlement process and consideration for the Aid and Attendance Benefit stops with the passing of the Veteran claimant. This was explained to the Responsible Party, next of kin in an email exchange on October 24, 2022. When a Veteran awaiting entitlement passes away prior to entitlement for the Aid and Attendance Benefit, the Surviving Spouse is given the opportunity (should they meet the three VA qualifiers) to apply for the Aid and Attendance Benefit and the accrued benefits of the Veteran, if they apply within one year of the passing of the Veteran.
  
  The next of kin said she would like the home care services, being fronted by Veterans First, to continue for her mother, now the Surviving Spouse of the Veteran. At this time, the application process for the Surviving Spouse began. The required documents were gathered, reviewed, and complied into the VA application for a Surviving Spouse. A second home visit was conducted on December 29, 2022, with the Surviving Spouse, next of kin, her husband, and the Executive Director of Veterans First. Once again, the application and VA documents were reviewed and explained, as was the Care Service Agreement for the Surviving Spouse. The next of kin and client have every opportunity to review all documents in detail at the time of the home visit, as well as reviewing the care service agreement afterwards as it was sent to them. All documents were agreed upon and signed at this visit. Copies of the signed documents were provided to the next of kin following the meeting.

  If you would like a copy of these agreements, please feel free to request them from our office.
  
  Unfortunately, it was determined quickly that the Surviving Spouse was unable to remain at home safely, and she transitioned to a nursing home. Veterans First made this a smooth transition by assisting with all the necessary VA documents required to report such a change in medical expenses for the Surviving Spouse. Due to this transition, the home care services ceased. The last date of home care service was provided on January 12, 2023. The Veterans First accounts for the home care services provided to the Veteran, prior to his passing, and the Surviving Spouse, prior to her move to the Nursing Home were settled. A final invoice for services rendered and accepted by the Veteran and Surviving Spouse, 07/17/2022 – 01/14/2023, was issued to the Responsible Party, next of kin, on February 10, 2023, in the amount of $2,224.23. A payment plan for the balance due was proposed and rejected by the Responsible Party, next of kin. It was further explained that ultimately, the balance due is the responsibility of the Surviving Spouse, the client of Veterans First, and the next of kin as the Responsible Party.
  
  Veterans First Director of Client Relations remained in close contact with the next of kin, continuing to work the open VA claim for the Surviving Spouse, providing frequent and consistent updates on the progression of the VA claim and answering any VA mail received on behalf of the Surviving Spouse.
  
  Veterans First was unfortunately notified by email, from the next of kin, of the passing of the Surviving Spouse on March 23, 2023. The VA was notified of the unforeseen passing of the Surviving Spouse by Veterans First. As a result of the passing, the claim development at the VA stopped, and the claim for Aid and Attendance for the Surviving Spouse was closed by the Department of Veterans Affairs.
  
  In an effort to provide due diligence for this family, Veterans First reached out to a VA Accredited Attorney for advice concerning any further assistance Veterans First could provide in regard to the entitlement or accrued benefits from the VA. After reviewing the claim for this Veteran and Surviving Spouse, Veterans First was advised that there was no further action that could be taken, and no accrued retroactive funds will be released by the VA.
  
  The Responsible Party, next of kin for the Veteran and Surviving Spouse was once again approached with a very generous exception to the Veterans First payment plan. Payment for the home care services was never expected two weeks after the passing of a client, as stated in the next of kin’s complaint to the BBB. Veterans First offered to extend the normal payment plan from 6 months to 12 months for the final balance due for the home care services rendered to her parents, 7/17/2022 – 01/14/2023. Upon the request of payment, the next of kin rebutted with threats of contacting the BBB, the VA, an attorney, and local representatives. There has been no further communication from the Responsible Party, next of kin, and no payments have been received.
  
  As mentioned earlier, Veterans First takes great pride in assisting Veterans and Surviving Spouses with their VA entitlement process and home care needs. We are comprised of Veterans and a Surviving Spouse and have a combined 30+ years of experience in this field. We can, with all honesty, say that we did everything possible to assist this family. We are deeply saddened by the loss of this Veteran and Surviving Spouse.
  
  Sincerely,
  
  
  Veterans First

  Customer response

  05/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. 

  Veterans First responded with many, many words to address the elephant in the room in hopes of overwhelming my family further as we grieve the loss of my Dad and Mom both within 6 months, all while not even getting the actual facts correct.  This demonstrates very well how a home visit is addressed.  The Veterans First team says many flourishing things regarding themselves, how much they care for the Veteran and helping their family; all while directing you to sign on this page and the next.

  To address the important facts of my parents' case which are key facts that Veterans First did not state accurately:

  1.  A referral WAS NOT made by ********* ****** *******.  I called myself seeking help for my parents.  My parents' physician is an ********* ****** ******* physician who signed the physical examination required by Veterans First.

  2.  At the first home visit for my Dad, Veterans First stated my Mom was present to review the documents.  She, in fact, was in a skilled facility at this time and WAS NOT present as stated by Veterans First.

  3.  On October 24, we were informed that my Dad's, the Veteran, claim was still open and in development state and no decision was made with no mention that it was closed.  This is 2 days after his death.

  4.   A second home visit WAS NOT made for my Mom.  At this point, we had no red flags or reason not to trust Veterans First, I offered to meet the Executive Director 30 minutes from his office, so he did not have to make the 1 1/2 hour drive to visit my Mom.  She nor my spouse were present as stated by Veterans First.  If we had any idea that my Dad's case was closed and Veterans First would try and collect payment from my Mom; we would never have agreed to meet again to set up benefits for my Mom and accrue even more debt.  Not to mention if my Dad's case was closed as the veteran, my Mom would not even be eligible for benefits.

  5.  On February 13, after being sent the final invoice, Veterans First refers to "when the Veterans Administration Benefit is decided, the Veterans Administration will issue the retroactive benefit payment that will be used to pay the balance due to Veterans First".  Veterans First, to date, has not addressed  "Clause 5 - Death of a Client" which was questioned in my original complaint to the Better Business Bureau as well as to Veterans First multiple times.  This Clause states that they will work with the responsible party to obtain benefits - not that the case is closed.

  6.  Another very important fact that Veterans First has incorrect is that my Mom (surviving spouse of Veteran) passed on MARCH 21 - NOT MARCH 23.  Veterans First was notified on March 21 at 1:57 p.m.  They did send a billing statement 10 days after my Mom's passing on March 31.

  I never threatened Veterans First.  I informed them I was contacting the Veterans Administration which I did twice.  I was told both times by two different representatives that the Veterans Administration had never heard of Veterans First and did not work with them.  I was instructed by the Veterans Administration that I should never work with a third party as my local Veterans Administration office can assist me with completing the same paperwork that Veterans First claims they can also do.  

  I also contacted my attorney who also reviewed the Veterans First documents.  I was instructed their invoice is not owed by myself and that I should not pay it.

  I have attached several emails for your review as well as Clause 5 of the document related to Death of Client that support the facts which is something Veterans First cannot even manage to keep straight.  With that said, I feel a clear picture of how Veterans First does business and takes advantage of vulnerable Veterans and their family is presented.

  Thank you for your time and consideration.

   

  Regards,
  
  ******** ****

  Business response

  05/17/2023

  May 17, 2023
  
  **** *** *****
  Veterans First has received the response and rebuttal that was submitted to the BBB on 05/04/2023 –** ********. We once again thank you for the opportunity of rebuttal and explanation regarding this complaint.
  
  The Complainant was given information about Veterans First by ********* ****** ******* for assistance for their parents. An inquiry call made by the Complainant was received by Veterans First on April 5, 2022, concerning services for the Veteran. Furthermore, a written referral was also received through the Veterans First Referral Link from ********* ****** ******* concerning this Veteran in need of care.

  Veterans First retracts the statement submitted in our prior response to the Complainant. Upon further review, it has been determined that the Veteran’s Spouse was not present during the home visit conducted for the Veteran. The Complainant, however, was present and was agreeable to signing the Care Contract as the Responsible Party for the Veteran and his care.

  On October 24, 2022, Veterans First received an email from the Complainant to notify us of the passing of the Veteran, on 10/22/2022 and inquiring about Veterans First services for the Surviving Spouse.  A notification call was placed by Veterans First to the Department of Veterans Affairs (VA) to notify the VA of the passing of the Veteran. All VA claims “close” immediately upon the death of a Veteran or Surviving Spouse. The VA does not process claims for deceased parties.  In the body of the email, the Complainant was told that the VA had been notified of the passing of the Veteran. The Complainant was given the status of the claim at the time of passing. Veteran First apologizes if this information was misinterpreted by the Complainant as a current active claim status. Per the direct request of the Complainant, further information and directions were given to the Complainant for the required information needed to submit a claim for the Surviving Spouse.

  The VA’s Aid and Attendance Benefit is open to all Surviving Spouses that meet the VA’s qualifiers for applying. The VA has an application specially designated for Surviving Spouses, ********** The Surviving Spouse was eligible to apply for the Aid and Attendance Benefit upon the passing of the Veteran. It was further explained that when the VA decides the claim submitted on behalf of Surviving Spouse, the VA would award her back to the date the claim was submitted for the Veteran when the Surviving Spouses claim is received by the VA within one year of the passing of the Veteran. The term “home visit” is an internal phrase used by Veterans First in reference to the meeting of a Veterans First official and the family of a potential client face-to-face. It is not in reference to the exact location of the meeting. The Complainant was present and was again agreeable to signing the Care Contract as the Responsible Party for the Surviving Spouse.

  In our Care Contract, Section 5, Death of a Client, is not applicable to the Complainant in this circumstance. To further explain, when a client dies prior to a VA decision on the said claim, the claim is closed, and no further consideration is made on the claim. In rare instances, upon request, the VA may continue to process the claim on behalf of a beneficiary, if the client has expenses of last illness (funeral expenses) equal to or exceeding the amount of accrued benefits owed to the Veteran or Surviving Spouse by the VA at the time of Death and the beneficiary is responsible for those funeral expenses. It is the understanding of Veterans First that the Veteran and Surviving Spouse in this instance both had pre-paid funerals at the time of their deaths.

  Veterans First acknowledges the typo of the date of passing of the Surviving Spouse on the prior reply. The date of passing is logged at Veterans First as March 21, 2023, not March 23, 2023. The date and time of the notification of passing to Veterans First by the Complainant is correct. The VA was notified of the passing of the Surviving Spouse on a recorded line on March 21, 2023. A final balance due statement was respectfully issued to the Complainant on March 31, 2023, for the home care services rendered and received by the Veteran and Surviving Spouse prior to their passing. The balance due should not have been a surprise to the Complainant as the same statement was sent on February 10, 2023. Both statements were issued with a generous and understanding payment plan and met with reproach by the Complainant.

  As addressed in section 1 of this reply, the Complainant originally contacted Veterans First under advisement from medical professionals for the care services of her Veteran father. The Veterans Administration office may assist with the application process; however, they do not front the cost of the care as the Veteran/Surviving Spouse awaits the VA’s claim decision. Without the cost of the care being paid in advance, entitlement to Aid and Attendance, Medical Compensation benefits would not have been be reached in this circumstance.
  
  Veterans First is very proud to be founded by and comprised of Veterans and a Surviving Spouse. We have over 30 years of combined experience in this field, and we function as a team to assist Veterans and Surviving Spouses in need. Veterans First is forthright with all information and every opportunity was allowed to the Complainant to ask any questions. Veterans First and its employees do not seek to take advantage of any Veterans or Surviving Spouses. Quite to the contrary, Veterans First goes above and beyond to assist, educate, and care for all Veterans and their Surviving Spouses to the best of our ability. This generosity is reciprocated by many of our clients and/or their families who are looking to honor the memory of their loved ones with a donation to Veterans First. All donations that are received by Veterans First are saved for the use of Veterans and Surviving Spouses in need in the form of home care hours, safety equipment, and other various needs.
  
  In normal circumstances, the balance due for the home care services rendered to the parents of the Complainant would still be owed to Veterans First. However, due to the generous donations to Veterans First by prior clients, and with extreme gratitude and respect for this Veteran’s honorable service to our country, Veterans First is forgiving this debt in full, $2,224.23. Veterans First once again extends our deepest sympathies to the Complainant.
  

  
  

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