ComplaintsforEchelon Services

• Initial Complaint

  07/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have previously used Echelon Services for Supervised Visits with my children in ** in August 2023. Echelon Services requires full payment up front to book their services. I booked and paid ****** for the services of Echelon a second time scheduled for May 4th . On April 26th, Echelon Services let me know that the other parental party cancelled the use of Echelon Services. I then requested a refund to my original payment method.. On May 1st they stated they would proceed with issuing a refund the following day. The refund did not come. On May 25th I inquired on the status of the refund. I did not receive a response. On May 26th I again inquired on the status of the refund. May 28th Echelon Services stated they would check into it and get back to me. They did not. On June 6th I again inquired about the refund. Echelon services did not respond. On June 15 I again inquired with no response. June 22nd I inquired about the status of the refund, no response. June 27th I inquired about the status of the refund and received a response saying I do apologize, I will check on the status today. Echelon Services did not follow back up or refund the ******. On July 1, I again asked for the status of our refund. Echelon did not respond. On July 12, I sent a lengthy email requesting a refund immediately and advising that I would be filing a complaint with BBB if it was not processed. Echelon Services did not respond. I have given them ample time to process the refund and am now paying interest on my credit card for charges for a service I did not receive. I am requesting a prompt refund of the full ******. Any assistance you can provide is greatly appreciated. All email communication can be forwarded to BBB upon request.

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Per the company policy, I requested a refund of payment for services untendered. They state that a refund will be provided for cancelation due to no fault of the client within 14-21 business days from written notice. I emailed them on October 3, 2022 to inform them that the courts had ordered a different service to handle my visits. I have sent numerous emails to ********* ***** with echelon services at the email address of info@echelonservices.org requesting the refund, and have not received a response as of today, October 20, 2022. I have been overall unimpressed by their service since hiring them per court order last year. The lack of communication from this company is below most expectations, especially that of a family services company. I requested to be CC'ed and forwarded all communication in regard to their services, and was told they could not provide responses from "mom." As the paying client I have a reasonable expectation that I be provided that communication, especially in the events that prevented me from scheduling a visit with my son due to disagreements of mom in violation of court orders. Essentially keeping from me important information I need to submit to court to prove violation of court orders. To update, I finally was able to reach someone via phone, a man named Kevin, who took my information and said he would get with ********* about the refund. I asked him for his email address, which I found to be incorrect, perhaps on purpose, to again send a follow up email after our phone call. I also recorded that phone call with him to ensure i had the email address correct as stated, It wasn't until I sent the recording to ********* that I received a timely response and the refund was issued immediately. Overall I am very unimpressed with this company and their services failed to meet even basic expectations of business.

  Business response

  01/04/2023

  Business Response /* (1000, 5, 2022/10/21) */ As with all clients we cannot provide communication records from one party to the other party due to confidentiality. but all requests were sent directly to his attorney. We explained t Mr. **** that we could send the information to his =attorney each time, which is what we did immediately after each request. As far as the refund, Mr ***** was well aware that refunds are issued within 14 to 21 business days. His refund was issued about 10 days early. He was supposed to have had it by 10/31 and he got it on 10/20 in full. I am very confused as to why we are getting this complaint because we provided services to dad as requested and the only reason he did not get visits was because mom did agree to setting future visits

• Initial Complaint

  10/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 28 I paid $240 to Echelon services to supervise visits scheduled for October 14 and 15th in Cedar Rapids Iowa. Echelon knew that my husband was flying from out of state and knew that these plans were not flexible. 48 hours before the visits were scheduled to take place, echelon emailed me confirming that the supervised visits were scheduled and good to go. Less than 24 hours before the visit, after My husband was mid flight to Iowa, echelon cancelled the visit. I asked them to reschedule someone else's visit since He flew from out of state, they said no. They offered no alternatives and did not offer a refund. When asked if she would reimburse any of the travel costs for this now pointless trip, she became non responsive. I sent her pictures of the flight and hotel information. I paid $532 for both, plus other expenses included with traveling, as well as $240 for their services and my husband did not get to see his child

  Business response

  01/03/2023

  Business Response /* (1000, 5, 2022/10/17) */ The cost of the services were immediately refunded on Friday 10/14 Consumer Response /* (3000, 7, 2022/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Christina and Destiny have continued to ignore all of my emails regarding the cost to travel to Iowa from Arizona for these visits, even after being given the receipts. They knew that my husband had to fly from Arizona and they knew that he was ONLY flying to Iowa for these visits. They are unprofessional and have never once responded about reimbursing us any part of the $530 travel expenses so I will be filing a lawsuit against them. They literally respond to everything else then GHOST when I ask what they are going to do about the travel expenses. DO NOT USE THEY WILL SCAM YOU and they don't care! Business Response /* (4000, 12, 2022/11/01) */ We refunded the visitation money as we stated we would since we were the ones that cancelled. We are not required to reimburse for anything else. Consumer Response /* (4200, 14, 2022/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Echelon requires 24 hour notice to cancel your visits or they keep your money. Echelon did NOT provide me 24 hours notice so my plane ticket or hotels could not be cancelled or refunded they are absolutely responsible for this $500 loss and don't even care they still haven't responded to any emails regarding this either. I will continue to state that "Christina *****" "destiny *****" are fake names, there is no phone number to reach anybody, they have hidden their business on google and Facebook so that you cannot post reviews because they are SCAM ARTISTS. DO NOT USE

• Initial Complaint

  06/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I requested the company's services in June 2021 for supervised visitation services. I paid $100 for two Intakes which never were completed, but I was told they are non refundable. I pre-paid $120 for two hour supervised visitation services on June 3rd, 2021, which never took place. Christina S**** requested that I pay for the next two hours before the Intakes or the first visit were ever done, but I declined. When the courts gave me guardianship of my grandson, I requested a refund for the services that never took place with Echelon Services. As per their refund policy states that if I notify them, I can get a refund. But they did not respond to my emails and calls requesting a refund. I am requesting a refund in the amount of $120 for supervised visitation services not provided. I wrote a negative review on Google reviews as there was already one on there for same issues, and soon thereafter, both Google reviews were removed and there is no way to leave a review anymore. There is no physical address of the company found anywhere, and no way to write a review on them anywhere.

  Business response

  07/27/2022

  Business Response /* (1000, 5, 2022/06/15) */ Ms. ******* was sent a refund check today in the amount of $120. It was not our intention to not refund her because we stated that we would. The issuance of the refund had just been overlooked.

*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. ↩