ComplaintsforCornerstone Caregiving

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  In the month of July 2023, we enlisted Cornerstone Caregiving to provide caregiving services for our elderly mom, ***************************************. The most serious concern, was Cornerstone Caregivings neglect and abandonment of our elderly Mom at approximately shortly before 11pm on September 2, 2023. On this evening, I witnessed firsthand the designated Cornerstone employee abandon our bedridden mother alone in her house as the employee departed in a vehicle around 11pm. Apparently, this Cornerstone Caregiving employee was attempting to sneak an unidentified older male and her newborn child, unauthorized access into my mothers home after family members had departed for the evening. This Cornerstone Caregiving employee was unaware that a family member and I luckily were still in our mothers backyard monitoring our mothers residence from near our vehicles that evening. When we confronted, the older man suspiciously parked behind our mothers garage with a baby in the backseat he confessed that he was there with the Cornerstone Caregivers baby and was waiting for us to leave so he could bring the child inside ****************. Subsequently the Cornerstone Caregiving employee abruptly bolted out of my mother's house and left in the vehicle. I immediately ran back into my mother's house to make sure our Mom was ok. I immediately called and informed Cornerstone Caregivings management team of what transpired. Family member(s) and I have repeatedly requested Cornerstone Caregiving to address this incident and the following concerns of Abandonment of our elderly mom on multiple occasions, Cornerstone Caregiving Employees reporting to work (my mother's house) under the Influence of alchol and /or drugs, Unqualified and Not Properly Trained how to perform required tasks. As of this date, Cornerstone Caregiving has failed to respond and / or address the aforementioned concerns and responded by ending services for our mother with a 5 day notice.

  Business response

  10/27/2023

  I am writing to address the concerns you have raised in your complaint to the Better Business Bureau regarding the caregiving services provided to your elderly mother, ***************************************, by Cornerstone Caregiving.
  
  First and foremost, we take your concerns very seriously, and I would like to express our sincerest apologies for any distress or inconvenience that you and your family have experienced during your engagement with our services. We understand how vital it is to provide compassionate and reliable care to elderly individuals, and we deeply regret any lapse in our service that occurred during your mother's care.
  
  Regarding the incident on September 2, 2023, we have conducted a thorough investigation into the matter. We acknowledge that there was a situation where our caregiver departed your mother's residence in the late evening. We want to clarify that the caregiver left after receiving instructions to do so from you and ***, who were present at the time. We understand that the presence of an unauthorized individual and a baby caused alarm, and we assure you that the safety and well-being of our clients are of paramount importance to us.
  
  As soon as you informed us of this incident, our team took immediate action to replace the caregiver within a 30-minute window, ensuring your mother was not left unattended. We also reviewed our protocols to prevent similar situations from occurring in the future. We deeply regret any discomfort this situation may have caused your family.
  
  In response to your concerns about our employees reporting to work under the influence of alcohol or drugs and not being properly trained, we have taken these allegations seriously. We have reevaluated our hiring and training procedures and will be implementing enhanced training programs and monitoring to ensure the highest level of professionalism and competency among our staff.
  
  In addition, we acknowledge your concerns about the outstanding bill. We have verified that you were not charged for the time when a caregiver was not present on September 2, 2023. We are committed to working with you to address any billing issues and find an equitable resolution.
  
  Cornerstone Caregiving is committed to providing the best possible care to our clients, and your feedback is invaluable in helping us improve our services. We are ready and willing to engage in open communication with you to address your concerns and reach a satisfactory resolution.
  
  Please feel free to contact me directly at ************** to discuss this matter further or to arrange a meeting at your convenience. We appreciate your trust in Cornerstone Caregiving and hope to rebuild the relationship with your family based on mutual understanding and collaboration.
  
  

  Customer response

  11/07/2023

  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.  For your reference, details of the offer I reviewed appear below.
  

  Management of Cornerstone Caregivings response of apologies for any distress or inconvenience that you and your family have experienced does not take into account the serious nature that our complaint is in regards to the significant risk to the safety of our Mother that was jeopardized by Cornerstone Caregivings employees neglect and abandonment of our elderly Mom on the evening of September 2, 2023.

   

  Please note, in direct response to Cornerstone Caregiving, that no family members instructed the caregiver to leave on the evening of September 2, 2023.  My brother and I had already departed **************** and we had stated good night farewells to caregiver upon our prior exit from ****************, well over a half hour prior to caregivers departure.  Management of Cornerstone Caregiving is fully aware of this fact as I prior directly verbally stated via telephone to ******, Cornerstone Caregiving Management, on the evening of September 2, 2023, immediately after the event occurred and in multiple phone calls and correspondences afterwards. 

   

  On September 2, 2023, the Cornerstone Caregiving employee had attempted to bring an unidentified older male and her newborn child, unauthorized access into my mothers home and jeopardized and risked substantial harm to our Mother, If not for our (my brother and I) monitoring our mothers residence from near our vehicles that evening.  My brother and I informed the older man that he and the baby could not enter our mothers house.  Shortly afterwards, the caregiver abruptly left out of my mothers house and departed in the older mans vehicle.  The caregiver was never instructed to leave.  I immediately called Cornerstone Caregiving management and Cornerstone Caregiving did replace this caregiver in about 30 minutes after the incident occurred.

   

  After we brought this grave incident of this magnitude to management of Cornerstone Caregivings attention, there was no response from Cornerstone Caregiving on how they were addressing this concern to ensure the safety of our mother moving forward.

   

  There were many instances of Cornerstone Caregiving employees reporting to work under the influence of alcohol or drugs and not being properly trained that we reported to the attention of management of Cornerstone Caregiving, and we did not receive any response or plan to address moving forward.

   

  Cornerstone Caregiving should provide a sincere and honest acknowledgement of the well stated concerns, health, and safety risks to our mother by Cornerstone Caregivings services. 

   

  There should be a courtesy credit applied to our account for *********************** employees reported substandard performance, non-qualified personnel service, overtime charges for few qualified employees that we have been charged for and demonstrated negligent actions harm, distress due to Cornerstone Caregivings employees failure to act with a level of care and professionalism.

   

  I have also included below correspondence to Management of Cornerstone Caregiving that was also not responded to that underscores the above stated concerns and incidents. 

   

  Best Regards,

   

  *******************************

  President

  ***************************

  *** ************ **********

  ******************************************************************

  *********, ** 53224

  P ************

  F ************

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