ComplaintsforMommy's Way Infant Care & Doula Services

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Mommy's Way for a 200 hour childcare package for my newborn for a total of $7720. In total, I so far made 2000$ in payments. I received 23 hours of childcare (7 hours on 7/18/22; 8 hours on 7/19; and 8 hours on 7/20). On the next scheduled night, however, the childcare provider never showed up. I contacted the manager, ****** *******, but she also could not reach the provider. At 2am, I received a text from the provider saying that her mother was in the hospital. In the morning, my husband and I called the provider and said we understand that there are emergencies that come up and we would see her at the next scheduled childcare session. We then texted ****** to tell her that we had sorted everything out. ******, however, kept texting us trying to explain how we were wrong. She said we had orally changed the schedule and that the provider didn't have to come to our house that night. She would not drop the issue until she found a way for us to admit we, the customers, were wrong. My husband called her but she kept speaking over him. Finally, he had to speak sternly to her to explain how this was unacceptable and hung up. Next we get a text from ****** saying to forget about it, she didn't feel comfortable sending a provider to our house. We would like ****** to return the amount of our deposit, $1112.20 that had not yet been used. According to the package we signed up for, the provider's rate is $38.60/hour and she came for 23 hours = $887.90.

  Business response

  08/05/2022

  Due to a family emergency and circumstances beyond our control, Friday, July 22, 2022 the doula working with the family was unable to offer a postpartum shift with this family.

         The schedule that is shown in the complaint is not the final schedule there was a verbal conversation between the doula and the family that the doula would not be needed for the Friday night shift, so even if the doula was available, she would not have been expected to be in this family’s home on the night in question. (See attached confirmation of verbal agreement).
  
  On Sunday, July 24, 2022, I received a call from the client. He was loud and used profanity frequently during the conversation. My husband was immediately alarmed at the tone and direction of the conversation but I felt I needed to at least hear him out. When I realized that there was no constructive dialog to be had with him, I let him talk until he hung up on me. After the conversation and the tone of the interaction, I did not feel safe sending a doula into the home and texted that to the client.

  
  Due to the nature of that conversation and out of an abundance of caution for my staff, I terminated the contract. To resolve this, we were willing to reimburse the family for the amount of the deposit that was not used. We were unable to spend the minimum of 65 hr required for the discounted price, so the 23 hrs will be charged at $40/hr for a total of $ 920.00. The remaining $1080.00 can be sent by check via USPS within 5 business days of a written confirmation of the client’s agreement to this resolution.  

  Unfortunately, the client was not interested in restitution, but rather free services. Since this complaint, the clients disputed the credit card charge and has been refunded the money from our account. We consider this matter closed. 

   

  
  

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