Arizona's Best Home Care

Good Day!As the office manager of Arizona's Best Home Care of 4 years, I would like you to know that we take pride in our company and the service we offer our community.  We stand behind our customer service and when something is not up to expectation, we do our best to fix the...

situation and make it right by the client.  With this being said, I would like to take this 2nd opportunity to personally apologize to [redacted] and family.  I understand they were displeased with the service, we made some adjustments and they continued to be dissatisfied with the service received and for this reason, I have credited their account and refunded their deposit in full.  On May 21, 2015 I did make a verbal contact with [redacted] to personally apologize and make her aware of the changes that took place on her father's account.  I let her know that she was refunded in full and the check number of the credit that was in the mail on this day.  I disclosed if there was anything I could do for her in the future to please let me know and I provided her with my email address and telephone number.  When our conversation ended she thanked me for taking the time to contact her regarding this matter.I have attached the documents that were mailed to the [redacted] Family on 5/21/15.  If I can be of further assistance, please let me know.Sincerely![redacted]Office Manager

This company is extremely unprofessional. They are rude. You ask a question and depending on who you talk with you will get varying answers. There is a woman there by the name of [redacted]. Not sure of her full name but she is not professional at all. She will hang up on you and speak in a tone that is harsh. I would not recommend anyone work for or do business with this so called company. My husband worked their and it was terrible. He could not even get his tax information we he needed along time after he was supposed to have already received it.

Thank you for contacting Arizona's Best Home Care regarding [redacted]'s complaint about her deposit.  I do apologize if there was any misunderstanding between [redacted] and my Scottsdale Director of Marketing regarding pricing of the deposit.  After investigating this...

complaint, I have attached signed documentation showing that [redacted]' signed up for ongoing services of 2-12 hour shifts daily and agreed to the 2 week security deposit of $5040.00 and gave authorization for us to charge her credit card ending in [redacted] the $5040 as well as reoccurring payment authorization for future invoices.  The information on these documents are completed before client provides signature authorizing the services.We require a 2 week service deposit equal to the amount of service requested, in this case it is $5040.00.  We do hold this deposit on file until time of cancellation and at time of cancellation we do have up to 30 days to refund. 
[redacted] started services on 8/2/16 at 3pm and ended services 8/3.  Since we do have a 24 hour notice of change/cancellation policy, [redacted] was charged for both shifts on Wednesday 8/3.  Client was setup to refund on 9/2 and these services were invoiced on Monday 8/15/16 and paid with the credit card on file for the amount of the invoice $585.
Due to the circumstance, I have made an exception to refund this account early to satisfy [redacted] so today we have refunded in full the two week service deposit of $5040.00.  Attached you will find the client assessment packet including; assessment, signed service agreement by [redacted] (showing the 24 hour notice for change or cancellation as well as the 30 day refund policy), the signed credit card authorization form, the credit card refund receipt and a statement showing the account has been paid in full and refunded. 
Sincerely,
Dee S[redacted], Vice President

This company is extremely unprofessional. They are rude. You ask a question and depending on who you talk with you will get varying answers. There is a woman there by the name of [redacted]. Not sure of her full name but she is not professional at all. She will hang up on you and speak in a tone that is harsh. I would not recommend anyone work for or do business with this so called company. My husband worked their and it was terrible. He could not even get his tax information we he needed along time after he was supposed to have already received it.

Review: Effective immediately, I am discontinuing home care with your company due to numerous scheduling errors (3)since our start date of April 28, 2015. I hired your company to provide home care for my aging parents and your lack of professionalism left my parents without the proper care on too many occasions. To make matters worse, the first two errors were because of [redacted] not following through on his commitments. Then, he actually tried to tell me that the missed schedule dates and all of my phone calls had not been updated in my records with you which is crazy since on every occasion, I spoke with [redacted]. If my records were not adequately updated, it was due to his error. Then final straw was when I spoke with [redacted] from your corporate office on Tuesday, May 5 and he profusely apologized for all of the errors and assured me that he would take personal responsibility for our home care visits going forward. I advised [redacted], at that time, that I would extend trust one more time and if that trust was violated, we were done. Well, on Tuesday, May 12, your care giver, [redacted], was a no show. This is simply unacceptable. To help you understand my frustration, I will recap: • Services initially secured on Thursday, April 9 with [redacted] ($240.00 deposit given -ck#[redacted]) • Service scheduled to begin Tuesdays and Thursdays from 10 a.m. until 2 p.m.; starting on Tuesday, April 21 with [redacted]. I asked for the same care giver each time to help my parents transition to having a stranger in their home. As you should be able to understand, elderly folks are fearful of strangers and changes to their routine. • I contacted [redacted], Tuesday morning, April 21 to advise that my father was hospitalized the evening of Monday, April 20. We cancelled service for the current week; we scheduled to resume on Tuesday, April 28. My father was released from the hospital on Thursday evening, April 23. • I called [redacted] on Friday, April 24 to advise that, based on hospital staff recommendations, we need to change the home care times from 10 a.m. - 2 p.m. to 3 p.m. to 7 p.m. due to sun downing from dementia. • On Tuesday, April 28, [redacted] arrived for the home care shift from 3 p.m. to 7 p.m. • On Thursday, April 30, [redacted] arrived at my parent's home at 10 a.m. My parents were at a doctor's appt because the home care giver was not supposed to arrive until3 p.m. • On Thursday, April 30, I called [redacted] to advise of the error. He commented that he wasn't aware that the care giver shift had changed because nothing was noted on the account. I advised that I spoke with him and was assured that the change would be made, and reminded him that [redacted] arrived at 3 p.m. the Tuesday before so clearly there was a breakdown in communication on your end. At that time, [redacted] advised that [redacted] is not available for the 3 p.m. to 7 p.m. shift and because I wanted to establish a consistent routine with the same person, I agreed to go back to the original schedule of 10 a.m. to 2 p.m. starting Tuesday, May 5 with [redacted]. [redacted] said he made the necessary updates and that we would be fine for the next week • On Tuesday, May 5, [redacted] was a no-show. I called and spoke with [redacted] yet again. Again, he indicated that nothing was updated on our records about the change. Needless to say, I was done with you guys and advised that your services were no longer needed. • On that same date, Tuesday, May 5, [redacted] called me apologizing for the errors. He assured me that he would take personal responsibility of our account to ensure no further errors would occur. He convinced me to give your company one last chance. He also advised that he would give us two free service dates as a customer service recovery. I advised [redacted] that I would extend trust one more time and if my trust was violated, I would discontinue service with your company. • On Thursday, May 7, [redacted] arrived for home care from 10 a.m. until 2 p.m. I was beginning to believe that [redacted] had resolved everything, as promised. • On Tuesday, May 12, [redacted] was a no-show. I called and left a message for [redacted]. Someone called me back and left a message advising that [redacted] overslept or something ridiculous like that. So, by now, you should be able to fully understand my frustration with your company and the irony of your company name, Arizona's Best Home Care. You have not provided the best home care, in fact, you barely provided ANY home care.Desired Settlement: Because we have had two service dates of home care and [redacted] promised me two free service dates, I will have to assume that the bill you recently sent for $60.00 for [redacted] (4/28) will be voided as well as the charge for the service date for [redacted] (May 7) and will expect a full refund of the $240.00 deposit that was paid to [redacted] on April 9, 2015.

Business

Response:

Good Day!As the office manager of Arizona's Best Home Care of 4 years, I would like you to know that we take pride in our company and the service we offer our community. We stand behind our customer service and when something is not up to expectation, we do our best to fix the situation and make it right by the client. With this being said, I would like to take this 2nd opportunity to personally apologize to [redacted] and family. I understand they were displeased with the service, we made some adjustments and they continued to be dissatisfied with the service received and for this reason, I have credited their account and refunded their deposit in full. On May 21, 2015 I did make a verbal contact with [redacted] to personally apologize and make her aware of the changes that took place on her father's account. I let her know that she was refunded in full and the check number of the credit that was in the mail on this day. I disclosed if there was anything I could do for her in the future to please let me know and I provided her with my email address and telephone number. When our conversation ended she thanked me for taking the time to contact her regarding this matter.I have attached the documents that were mailed to the [redacted] Family on 5/21/15. If I can be of further assistance, please let me know.Sincerely![redacted]Office Manager