FirstLight Home Care

Since First Light started, we've had the freedom to be children and grandchildren instead of caregiversFirst Light staff has been responsible, responsive, flexible, and always kindThank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I am writing to inform you that my radio has been repaired at no additional cost The service manager acknowledged the issues and has informed me that we can discuss some complimentary service for the difficulty encountered.Sincerely, [redacted] ***

To whom it may concern,On march the tiguan was brought into the dealership to address a concern of water on floorboardIt was diagnosed and determined to be sunroof drains faultyAn estimate was provided for both front and read drain tube to be replacedOnly the front drain tubes were approved at that timeNo time approved to remove and clean or replace the carpetOn april the tiguan was again brought in again for water intrusion and smellRecommendations to replace the carpet and padding as well as replace the rear sunroof drain tubes was providedWe replaced the carpet and padding but the drain tubes were declined a second timeCustomer signed documents in agreement that services were declined a second timeUpon vehicle taken to dealership in clear lake we were in contact with service representative, he noted that the sunroof drains were indeed loose and agreed that it was possible that the drains could have been connected when the vehicle left here but lacked the tension necessary to retain them in place as they required replacement (as we had recommended multiple times )We have copies of all documents presented to the customers, some provided herePlease reach out to me with any questions or concerns[redacted] ***

Outstanding organizationThey have been caring for my terminally ill mother for over a month***, ***, *** and the rest of the girls have been a god sendWould highly recommend them to anyone that needs caring for a terminally ill family member
*** who was my contact was prompt with everything a great follow up

Have been so pleased with the care my father receives from first light! We had another service before and it was a nightmareFirstlight has been very professional, always prompt and I know my dad is being cared for while I am at work

In response to the rejection letter and to respond to the questions filed.1. [redacted]t was not upset with you for speaking with the sales associate. Verified this information this afternoon once again.2. The vehicle was brought in for concerns signed off on the repair order as follows- CUSTOMER STATES THE CHECK ENGINE LIGHT IS ON. CAR NOT ABLE TO FASTER THEN 50MPH. GAGES ON DASH NOT WORKING. ISSUE PRESENT AFTER SEV-CHECK REPLACED DISTRIBUTOR AND RPM SENSOR.  Signed off and approved by Cody [redacted]. No additional concerns were brought forth at the time of write up.3. Prepayment was not requested. It would have been requested in order to move forward with repairs concerning the head gasket as the repairs would have been in accordance close to the listed nada value of the unit in question. Repairs were never refused at any time.4. In accordance with the initial estimate, the repairs to the timing and the coolant leaks would be required to test drive the vehicle and address any further issues. As previously stated no additional concerns were brought to attention when the vehicle was initially discussed and written up for repair. 5. To address the topic of money, it was brought up in discussion with Ms. [redacted] between herself and I ([redacted]) that the cost was substantial and requested any assistance would be appreciated. We discounted the total bill in an attempt to offset her concerns.6. The vehicle was returned with the coolant system full and information was relayed to Ms. [redacted] as well as the son who picked up the vehicle that the head gasket concerns were not addressed and therefore the vehicle would still be burning and/or leaking coolant. Ms. [redacted] and I also discussed that if she was to drive the unit on the ranch at short distances that she could continue to fill it with water until repairs could be completed or weather became too cold. Also if the vehicle was driven low on coolant or for an extended distance that considerable damage could result.7. The topic of money to spent on the vehicle came up as Ms. [redacted] had requested my opinion on repairs on the vehicle or a possible trade on the unit. It was in attempt to make an informed decision that the topic even came up.8. The initial inspection that is of concern is the repair order written up and signed off on by the customer. It is only after they have agreed upon the information and signed the repair order that we move forward with any diagnostics and or repairs.I am happy to help with any questions and concerns and have documentation to validate my statements and said documentation is also available to the consumer.  Kind Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I am writing to inform you that my radio has been repaired at no additional cost.  The service manager acknowledged the...

issues and has informed me that we can discuss some complimentary service for the difficulty encountered.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because response does not answer any part of my complaint. 1. We were handled poorly by [redacted], who by his own admission was irritated with us for speaking to a sales representative while we waited.2. We brought the car in because it would not drive at all. Again, [redacted] refused to write down all of our complaints due to his prejudice against my family.3. Pre-payment was NEVER requested. It was mentioned to my mother at one point as the reason for why repairs were not started, but did not say that we needed to pay in order to commence repairs. They simply refused service silently until we got irritated with waiting over a month for repairs.4. We were told the timing issue and leaks would fix the vehicle and make it operable again, this was a lie as further "problems" were discovered. This is listed as the 6th most common car repair scam on the Texas Attorney General website:[redacted]5. Money was never a concern for me or my mother. The service department assumed that we had a budget on this car, and treated us as if that was the issue: "In the end her bill was lowered from the approved 981.00 down to 695.07 in an attempt to help offset her concerns."I still do not understand why we are discussing money. I brought my car in to be fixed, the fact that it is not fixed alone should be cause for concern for a reputable repair shop.6. They fixed a coolant leak, however the car was returned to us with no coolant. How do you know a leak was fixed if no liquid is in the container?7. Furthermore, the car was returned to us in the same condition. It can not drive over 50mph (which is the shops perception of the issue) and still does not drive at all (the issue we brought it in with that was never written down). 8. The service manager asked my mother "How much more money do you expect to spend on this vehicle?", instead of determining the root issue and quoting a price. - How is this an appropriate question, before actually understanding the issue with the car?9. "upon initial inspection with the customer" This is a lie - no inspection was completed with us present. [redacted] asked us why we brought the car in, only wrote down a couple of issues we spoke of.10. "Customer gave approval for the repairs and the technician moved forward" - I gave approval because [redacted] assured me this would fix the car and it would be operable again. This was cohesion to acceptance based on misinformation and is illegal under state consumer laws.
Regards,
[redacted]

To whom it may concern,On march 21 2017 the tiguan was brought into the dealership to address a concern of water on floorboard. It was diagnosed and determined to be sunroof drains faulty. An estimate was provided for both front and read drain tube to be replaced. Only the front drain tubes...

were approved at that time. No time approved to remove and clean or replace the carpet. On april 8 2017 the tiguan was again brought in again for water intrusion and smell. Recommendations to replace the carpet and padding as well as replace the rear sunroof drain tubes was provided. We replaced the carpet and padding but the drain tubes were declined a second time. Customer signed documents in agreement that services were declined a second time. Upon vehicle taken to dealership in clear lake we were in contact with service representative, he noted that the sunroof drains were indeed loose and agreed that it was possible that the drains could have been connected when the vehicle left here but lacked the tension necessary to retain them in place as they required replacement (as we had recommended multiple times ). We have copies of all documents presented to the customers, some provided here. Please reach out to me with any questions or concerns.[redacted]

Since First Light started, we've had the freedom to be children and grandchildren instead of caregivers. First Light staff has been responsible, responsive, flexible, and always kind. Thank you.

Complaint: [redacted] I am rejecting this response because:Company is not taking responsibility for their actions.1. [redacted] was upset with my family, he even admitted so to my mother in the weeks that transgressed from this. Retracting his statement at this point will not make this point go away. - On the phone my mother said "To be honest [redacted] you seemed irritated with us ever since the first day." - [redacted] then responded with "Well, your family was kind of all over the place.." 2. I told [redacted] MUCH MORE than what he wrote down. My initial complaint was "The car does not run", I continued to mention that "we have seen smoke coming from under the hood, the engine lights are on, gages do not work, not sure if that means anything because we are not mechanics and do not know what is wrong". [redacted] told me "it is okay, I wrote down the 'jist' of what you described. The mechanics will diagnose and figure it out from here".- Now this sheet is being used to say that I only requested specific maintenance? I requested my car be fixed to working condition.- Additionally, all of the problems that were on this list have also not been fixed.3. Repairs were requested. [redacted] spoke to me and quoted $1000-1200 to fix the head gasket. At this time I said to fix it. About a week later my mother had the conversation with the service manager, who informed her that the quoted price of $1000-1200 was incorrect because there are additional costs of up to $500 to send the head gasket to be fixed.- This is a common auto-repair scam as quoted by the Texas Attorney General- Go to* [redacted]   - Your company violated numbers:   - 4. giving you a verbal estimate as to the cost of repairs, then charging a higher price - [redacted] quoted $1000-1200 for head gasket then you informed of additional fees.   - 5. representing that repair services will be completed by a certain day in order to induce the sale, then failing to have the repair services completed by that day. - [redacted] informed my mother the car would be ready on a particular day, she showed up to find out it was not and would                not be for another week or two    - 6. telling you that repairs are needed when in fact they are not needed. - [redacted] told us the initial work would make the car operable again. This was false, as the head gasket needed to be replaced and was the true issue. 4. Test driving the vehicle and completing the repairs that were completed are not required to know if the head gasket is broken. In fact, the issues we described that are on your document are all telling signs of a blown head gasket, including coolant leaks, smoke from under the hood.  - The fact that this was not investigated first also speaks to the fact that your mechanics failed to diagnose the issues.From your responses, it seems apparent that you are not willing to take responsibility for the way my family was handled. I will forward this as a complaint, as it does not seem as if a resolution will be possible.              Regards,         [redacted]

My family has been using FirstLight for over a year now. We feel so comfortable with this agency and feel that everyone on their staff truly cares about us. They are professionals yet also take the time to listen and address our concerns. The caregivers have all been very honest and provide excellent care. We feel that they are almost part of our family now. Whenever we have had any worries or issues, they have been addressed promptly and with dignity. I highly recommend FirstLight!

We have been SO happy with all of the caregivers from First Light! They are caring individuals who are making a real difference in our father's last days and helping our family have the ability to enjoy this time with dad instead of dealing with physical and mental stresses that go along with 24/7 care. They are true professionals and I cannot say enough good things about them.

Ms. [redacted],I would like to follow up on customer complaint as listed.Customer complaint ID [redacted].Brought in on Jan 23 2017 for diagnosis of a check engine light on. Car not able to go faster than 50 mph.  Gage on dash not working. Issue present after [redacted] (independent shop who...

recommended us) replaced the distributor and the engine rpm sensor. Customer was also concerned about a coolant leak that was visible with the hood up (so no diagnostic time was allowed for). We did not have to drive the vehicle off of the lot to verify the drive-ability concern as timing faults were present in the engine control module. We reached out to the customer with an estimate to check and adjust the timing and verify the proper installation of the distributor, as well as the estimate to replace the necessary components to rectify the leak present upon initial inspection with the customer. Total of the estimate was for 981.00 plus tax. Customer gave approval for the repairs and the technician moved forward. Cam timing was verified to be out of range and was adjusted. Upon the test drive the technician noticed the vehicle was running hot. Continued testing and diagnosis (not charged to the customer) was done to come to the conclusion that the head gasket and/ or cylinder head were in question. Cam sensor faults still present after the timing was correctly adjusted were brought to the customers attention as well. Ms. [redacted] was upset about the time it took to get information and repairs completed. We accept our responsibility to communicate with Ms. [redacted] however by her own admission she works in a basement of sorts under a ranch house and it is hard for her to get any reception and she is only off on Mondays.  I gave her my personal cell phone and asked her to reach out to me at anytime, even if that meant it had to be 8 or 9 in the evening if that was the only convenient time for her. Mr.[redacted] had also given his personal cell phone and has multiple back and forth messages with Ms. [redacted].  We discussed options of repairs for the head gasket and value of the vehicle. I also spoke to her concerning the cam sensor fault and though we had the vehicle running correctly that the check engine light would remain on. Ms. [redacted] thought that the cam sensor had been replaced and she was looking into the records she had concerning the vehicle and would get back to me.It is common practice to request pre-payment on repairs involving older vehicles with a lower value, which often involve special order parts and higher labor time as well as larger total bills. I have only ever spoken to Ms. [redacted] on the phone and have no idea of her race. Furthermore, her race had nothing to do with our request for pre-payment. In the end her bill was lowered from the approved 981.00 down to 695.07 in an attempt to help offset her concerns. I also let Ms. [redacted] know that I would be available to help with any questions and or technical assistance/ information concerning the golf, even though we were not moving forward with any repairs here at the dealership.I have tried to reach out to Ms. [redacted] for the past three business days without success. I had hoped to discuss her concerns one more time before submitting this. It is my hope that Ms, [redacted] will allow us to serve her in the future.Please feel free to reach out to me with any questions via the below numbers or email at any time.[redacted]
Service DirectorBrazos Valley Imports[redacted]

The folks at First light are amazing and from the very first meeting we could tell we weren't dealing with just a company but with people that care about what they do and care about the people that they are helping. You can tell they see their work as a calling. Thanks so much for helping take care of our Mom.

I love FirstLight Home Care because I can trust every caregiver that comes to my house because there's screened really well and if I don't have a caregiver they will actually come from the office to my house to help me. They are 10 times better than any I've ever had. I've been ripped off by just about all the other companies I've used. They don't screen theirs so well. I think it is the best place you can go to get care and it's the best place I've ever went to get care, I love it .