Information and Alerts
Alert Details
This business has 2 alerts.
Pattern of Complaints
BBB files indicate that this business has a pattern of complaints concerning the following:
Delivery Issues -Consumers allege that they have ordered service from the business but were never received. They also allege that it is difficult to reach the business to get updates on when services would be happening, but either received no communication back or had to reach out several times before getting the information needed.
Refund/Exchange-Consumers allege that they found it difficult to get a refund for services never received or cancelled
Customer Service -Consumers allege that were unable to reach the business for service confirmation, refunds, etc.
On 03/09/2023, BBB submitted a written request to the company encouraging them to address the pattern of complaints.
The business responded, indicating that they believe that the pattern of complaints was caused by an increase in disqualification with a new "no refund" policy put in place. Additionally, communication or lack there of between a staff member and clients, lack of prompt response information for client requests. The business has advised of the following action items that are being implemented, to avoid future issues:
- We are replacing our director of client care and reorganizing the structure of our leadership team, effective upon closing March 27th, 2023
- We are implementing sections to the contract that require signatures of understanding and initials next to each clause, and discussing expectations for care in an intake call prior to signing with understanding
- We are implementing weekly payment structures instead of quarter deposits and declining full payments until 32 weeks for birth clients to satisfy the items and implementation of our contractual agreements
The business anticipates the following timeline for implementing the above action items:
Action steps will be taken immediately upon the new management team assuming the business on March 27th, 2023.
We plan to implement these changes over a 90-day period, and re-evaluate with BBB at the close of June 30th, 2023.
BBB will continue to monitor the progress of the business' action items for a 6-month period
Out-of-Business known or suspected
According to information in BBB files, this business is no longer in business.
Important Information
Pending Government Action
On March 13, 2024, the Maryland Attorney General Anthony G. Brown announced today that his Consumer Protection Division filed charges against Heather Kay Delaney and Ryan Delaney, formerly doing business as Maryland State Doulas, LLC, a Crofton-based company that sold doula services to consumers in Maryland and other states. Doula services generally include providing support to pregnant people, those in labor, and those who have recently given birth. Maryland State Doulas offered and sold these services to consumers, but is no longer in business. The charges allege that the Delaney's and their company took upfront payments from consumers for doula services and failed to provide the promised services to parents counting on those services. The Delaney's are also charged with taking unauthorized payments from some consumers.
The Attorney General’s lawsuit seeks restitution, as well as penalties, costs, and an injunction against the Delaneys for alleged violations of Maryland’s Consumer Protection Act. The case is scheduled for a hearing at the Maryland Office of Administrative Hearings beginning on June 11, 2024.
Consumers with complaints against the Delaneys or Maryland State Doulas, LLC may call the Consumer Protection Division at 410-528-8662, file a complaint online at www.MarylandAttorneyGeneral.
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