Euro-American Homecare LLC

From: Sara L [redacted] Sent: Wednesday, March 16, 12:PM To: ' [redacted] Subject: COMPLAINT # [redacted] As I read the complaint from [redacted] ***, I was quite surprised having had many phone conversations with both her and her spouse regarding their satisfaction with the caregiver she hadWe provided service to this client since June of and she is no longer our client not because she terminated with us, but because ethically we decided to terminate due to the below explanation The original request for care in May of was from the client’s sisterShe requested hours a day of careAs we began our relationship with the client, she decreased the hours to hours a day Our minimum is hours, however we honored this due to the care needs and her circumstance of not having caregivers available to provide care to herHowever, over time, as we needed to provide a replacement caregiver, we were finding it a challenge to be able to cover the hours (our minimum is 4)After multiple conversations with both client and spouse explaining this while still covering the case, I told them that in fairness to them, we would not be able to meet their needs long termI thought the best approach would be to continue coverage while the she interviewed other private caregivers/agencies in which she and her spouse agreed toI offered to continue for weeks until they found another caregiver or agency, we identified a specific date, February 2nd, they agreed to thisI also offered that toward the ladder of the weeks the caregiver they had would be more than willing to train their new caregiverThey never did take us up on that offer as the weeks approached Thank you for your time in reviewing thisFondly,

Complaint: [redacted] I am rejecting this response because: First of all no hour minimum was not mentioned to usThe caregiver had attitude and was on constantly on the phoneThe agency was made aware of these issues and did not address the issuesThen the caregiver quite without any noticeThe agency sent our unqualified givers based on the care I neededWhen I asked for more seasoned help they told me to look for another agency The agency was extremely unprofessional, cared more about their fees and left me with no qualified caregiver The effected my whole life and well being Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:First of all no hour minimum was not mentioned to usThe caregiver had attitude and was on constantly on the phoneThe agency was made aware of these issues and did not address the issuesThen the caregiver quite without any noticeThe agency sent our unqualified givers based on the care I neededWhen I asked for more seasoned help they told me to look for another agency The agency was extremely unprofessional, cared more about their fees and left me with no qualified caregiver The effected my whole life and well being Sincerely, [redacted] ***

From: Sara L[redacted] Sent: Wednesday, March 16, 2016 12:16 PM To: '[redacted] Subject: COMPLAINT #[redacted]   As I read the complaint from [redacted], I was quite surprised having had many phone conversations with both her and her spouse regarding their satisfaction...

with the caregiver she had. We provided service to this client since June of 2015 and she is no longer our client not because she terminated with us, but because ethically we decided to terminate due to the below explanation.   The original request for care in May of 2015 was from the client’s sister. She requested 6 hours a day of care. As we began our relationship with the client, she decreased the hours to 3 hours a day.  Our minimum is 4 hours, however we honored this due to the care needs and her circumstance of not having caregivers available to provide care to her. However, over time, as we needed to provide a replacement caregiver, we were finding it a challenge to be able to cover the 3 hours (our minimum is 4). After multiple conversations with both client and spouse explaining this while still covering the case, I told them that in fairness to them, we would not be able to meet their needs long term. I thought the best approach would be to continue coverage while the she interviewed other private caregivers/agencies in which she and her spouse agreed to. I offered to continue for 2 weeks until they found another caregiver or agency, we identified a specific date, February 2nd, they agreed to this. I also offered that toward the ladder of the 2 weeks the caregiver they had would be more than willing to train their new caregiver. They never did take us up on that offer as the 2 weeks approached.  Thank you for your time in reviewing this. Fondly,

Complaint: [redacted]
I am rejecting this response because:
First of all no 4 hour minimum was not mentioned to us. The caregiver had attitude and was on constantly on the phone. The agency was made aware of these issues and did not address the issues. Then the caregiver quite without any notice. The agency sent our unqualified givers based on the care I needed. When I asked for more seasoned help they told me to look for another agency . 
The agency was extremely unprofessional, cared more about their fees and left me with no qualified caregiver.  The effected my whole life and well being.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:First of all no 4 hour minimum was not mentioned to us. The caregiver had attitude and was on constantly on the phone. The agency was made aware of these issues and did not address the issues. Then the caregiver quite without any notice. The agency sent our unqualified givers based on the care I needed. When I asked for more seasoned help they told me to look for another agency . The agency was extremely unprofessional, cared more about their fees and left me with no qualified caregiver.  The effected my whole life and well being.
Sincerely,
[redacted]

From: Sara L[redacted] Sent: Wednesday, March 16, 2016 12:16 PMTo: '[redacted]Subject: COMPLAINT #[redacted]   As I read the complaint from [redacted], I was quite surprised having had many phone conversations...

with both her and her spouse regarding their satisfaction with the caregiver she had. We provided service to this client since June of 2015 and she is no longer our client not because she terminated with us, but because ethically we decided to terminate due to the below explanation.   The original request for care in May of 2015 was from the client’s sister. She requested 6 hours a day of care. As we began our relationship with the client, she decreased the hours to 3 hours a day.  Our minimum is 4 hours, however we honored this due to the care needs and her circumstance of not having caregivers available to provide care to her. However, over time, as we needed to provide a replacement caregiver, we were finding it a challenge to be able to cover the 3 hours (our minimum is 4). After multiple conversations with both client and spouse explaining this while still covering the case, I told them that in fairness to them, we would not be able to meet their needs long term. I thought the best approach would be to continue coverage while the she interviewed other private caregivers/agencies in which she and her spouse agreed to. I offered to continue for 2 weeks until they found another caregiver or agency, we identified a specific date, February 2nd, they agreed to this. I also offered that toward the ladder of the 2 weeks the caregiver they had would be more than willing to train their new caregiver. They never did take us up on that offer as the 2 weeks approached.  Thank you for your time in reviewing this. Fondly,