Home Helpers

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I quit my job of years, cashed out my 401K, and converted it into a C Corp named [redacted] ***, that purchased a franchise with a protected territory, and a promise of training and received neitherHome Helpers changed the terms of our relationshipThis caused undue hardship and insolvency forcing me to close my doors, and now they are threatening legal action unless I pay decades of future royalties Please allow me to create a timeline and include some abbreviated emails to support my allegations On August 10, 2015, I purchased my initial franchise for $45KAfter a week of “Training” in Ohio, where vendors came to Home Helpers headquarters and described how their services could be used (for a fee) to grow and enhance my businessI was send home with a checklist and a bi weekly phone call to assist me in starting this businessI managed to get a license in NJ despite a complete lack of direction or support from HH After struggling to get employees to meet my growing potential clients need, on June 10, 2016, I purchased a second franchise for $41,that would open my ability to recruit from more populous areasI was also intending to market my services in this territory· After discovering that Home Helpers was directing internet traffic from my page on the corporate website, This was occurring for our original territory for the entire year, and was discovered on June 27, June 27, 2016, [redacted] wrote (email)“Hi RuthSomeone tried to find me yesterday on the HH website for zip code 07830.I know I just bought it, but the corp website had them call a defunct number in PluckeminWho do I need to speak with to get this changed?” 06/27/ Ruth Z [redacted] wrote “Please send an email to: [email protected] Or call 888-and ask for Devin.” · I called and left a message for Devin after re-discovering that neighboring franchises were advertising for my territories on the Home Helpers Website, July 11, PM [redacted] *** wrote To: Stephanie B (HH) Subject: RE: Territory Expansion ..”Who should I speak with, to get my territories removed from other agencies webpages? The Parsippany office advertises for Warren county that I own completely and some other areasTo the south of me this occurs as well” 07/11/ Stephanie B wrote “***, you can speak to Ruth Z, your FBC Once you let her know the information, she can get with the other FBC’s to see about getting the information updated on the other owner’ sites.” · The subject of the website was spoken about on numerous occasions during regular phone calls with Ruth Z 8/31/ from Ruth Z., Hi ***,” In speaking with Natalie N***, the territory FBC for NJ, we agreed that it would be a good idea for you to email Adaria D” (neighboring franchisee) “regarding the “communities served” issues you brought to my attention last week We realize that Adaria has not returned your calls in the past, and we understand that you may be uncomfortable in reaching out to her again” 08/31/ from Ruth Z “I’m glad to see that Adaria responded to your email Keep me updated as to how it all goes with the promised changes to her website” 10/21/ Adaria wrote “First I wanted to let you know that we are working on making adjustments to what our coverage area says for the site but unfortunately only corporate can change that part of the web page so it should be done over the next couple of days.” · After receiving a phone call about a lead for services in my territory 10/26/ Adaria wrote “the Fort Lee office had reached out to you a while back regarding a case for someone she knew down in this area that needed respite for a live-inShe had said that at the time you were not in the position to take it on so she had reached out to us and unfortunately due to the time restrictions (it was only a few days before they needed the coverage) we were unable to provide it” .”the family was located directly in your territory” · Approximately 11/02/2016, the website was corrected by Home HelpersStarting with the initial purchase in August of 2015, until finally corrected in November of 2016, (months) not once was Home Helpers slow in drafting my account for royalties and fees, all the while allowing neighboring franchisees to advertise in my territories As far as the changing relationship, I purchased my second territory in June because it had a better labor pool to recruit from, my employee manuals, all of my forms and literature were brander per Home Helpers standards, however in September, the JOINT EMPLOYER COMMUNICATION GUIDE required that I no longer use the Home Helpers brand when communicating with employees, effectively eliminating ½ of my franchise advantage, Here is a segment referring to using home helpers name; Use ONLYtheHOME HELPERSbrand name when dealing withCONSUMERS, including: Signage (building or event) Marketing Phone greeting (“Home Helpers, how may I help you?”) Client documents (fliers, brochures, etc.) Billing Recruitment (with appropriate “each office independently owned & operated” disclaimer) UseBOTHtheHOME HELPERSbrand name andYOUR COMPANY NAMEwhen dealing withCREDITORS UseONLY YOUR COMPANY NAMEwhen dealing with yourEMPLOYEES, including: Human Resources documents, such as the following: Applications Employment agreements Employee handbook Personnel policies and procedures Orientation and onboarding materials Employee benefit materials Employee Training Materials Payroll, bonus and commission checks It’s essential that you only use your company name in correspondence with employeesIt’s important to take advantage of the Home Helpers brand in your marketing, promotion and advertisingIt’s beneficial to use both Home Helpers and your company name when dealing with creditors · As for state, specific training (heavily emphasized during my recruitment) 06/08/(months after purchase) Donna R wrote; “Hello NJ! Get ready and mark your calendar, accreditation training is coming On Tuesday June 28th, we are going to hold a day of training to get you prepared for the accreditation process The training will be held somewhere central, probably around Morristown, details will be coming soon” · After unauthorizing Home Helpers from drafting royalties from my account On October 27, Ruth Z wrote “Hi ***, I know you have been going through some difficult times lately with your business, and I’d like to schedule a call with you soon to discuss your plans improve your business situation Please let me know which of the times below is better for you , and I’ll confirm the time and date with you via an [redacted] invitation.” On October 31, [redacted] wrote “Don't bother calling now, we are out of businessClosing doors and transferring both clientsThanks for your help” The fact that MrS [redacted] believes that this occurred in January is typical of the service that I received from Home HelpersThere was no sense of urgency for anything that related to my businessWhen I did try to reach out to other owners for help (not counting Adaria), I received a phone call from a Home Helpers executive warning me about disparaging the Home Helpers nameThe only solution that they have offered is to threaten law suits and make accusations about me They say that my allegations are unfounded and defamatory There are many issues that can be stated about the Home Helpers franchise, promises not delivered upon, poor quality of effort, vendors that are de-facto partners with Home Helpers selling to franchiseesI have limited my complaint to that which can be proven There are two neighboring franchisees that are also defunct nowI know that they would concur that Home Helpers is not doing what they promised, that they do not help you get started, that they are quick to take your money and very slow to help you with issues, particularly those of starting up a franchise Unfortunately, I believe that Home Helpers has already gotten them to sign a mutual termination agreement, similar to what was offered to me All I am asking for is a refund of my franchise feesIf this needs to go to court, I will be asking for damages as wellAll they have offered is to waive my royalties for future decades provided I waive my right to speak freely and waive any monetary recourse that I should be entitled too Regards, [redacted] ***

My elderly mother suffered a fall that caused her to be wheelchair bound and limited her ability to care for herselfIn search of licare; I came across Home Helpers in StJohn, INI met with Tammy S [redacted] for a consultation regarding care for my motherI later signed a contract with the companyAfter the initial first week of care for my mother the issues startedThe care-giver's they sent were very unprofessional, and lazyMy mother went through several different care-givers, she suffered a terrible fall in which she had to get stitches ear to ear, she was left in soiled diapers, she was not being bathed frequently, and she had property stolen from her homeAfter calling and complaining to the owner several times; he finally refused to take any of my calls personallyHe cursed my family members, he threatened to tear up a legal contract, and in the end when services was cancelled he sent the remainder deposit to someone else other than myselfIt was a nightmare!

Via Fax (513) 621-and Email ( [redacted] @cincinnati.Revdex.com.org) June 1, [redacted] ***Cincinnati Revdex.comEast 4th Street, Suite 600Cincinnati, Ohio Re: Second Response to Revdex.com Complaint ID: [redacted] Dear [redacted] ***: H.HFranchising Systems, Inc(“HHFSI”) is responding yet again to a complaint from [redacted] *** HHFSI has previously addressed the substance of [redacted] ***’s complaint, both in Revdex.com responses and in responses to him personally There are only so many ways to say that his allegations are false Nonetheless, I will endeavor to respond in reasonable detail [redacted] ***’s claim that HHFSI did not protect the exclusivity of his franchise territory is simply not true His franchise territory consisted of certain enumerated ZIP codes There is no evidence that any other Home Helpers franchise owner ever serviced clients within his franchise territory [redacted] is attempting to create confusion on this issue with his reference to a neighboring franchisee’s website This neighbor’s website referenced a county in which a portion of [redacted] ***’s franchise territory was located, but in which a portion of the neighboring franchisee’s territory was also located There was nothing inappropriate or contrary to the franchise agreement about this To make this point painfully clear, the neighboring franchisee could provide services in this county provided that the services were not provided within [redacted] ***’s territory This did not happen To avoid any conceivable possibility of confusion, the website was revised to remove the county reference promptly after [redacted] complained about it Again, there is no evidence that another Home Helpers franchise owner provided services in [redacted] ***’s territory or that [redacted] lost even a single client due to the neighboring owner’s website There is nothing to this [redacted] either does not understand this or, more likely, is trying to cause confusion in an attempt to prop up his unfounded claims Likewise, the claim that the joint employer communication changed the franchise relationship in a negative way is frankly absurd First, this policy was introduced to decrease each franchise owners’ exposure to “joint-employer” liability, which has been a concern in franchise systems in recent years HHFSI was acting to protect its franchisee’s from unnecessary legal exposure Second, the joint employer communication did not prohibit [redacted] from using HHFSI’s trademarks in advertising for new employees, it merely required him to avoid using the trademarks in private communications with employees that had already been hired Third, [redacted] provides no evidence that this had a negative impact on his ability to hire employees Fourth, even if this claim was factually true – and it is not – [redacted] ***’s Franchise Agreement gives HHFSI the sole discretion to approve or disapprove of any advertising conducted by a franchise owner (See section “Approval of Advertising”) Accordingly, HHFSI always had the discretion to not approve certain forms of advertising; therefore, there was no change in the franchise relationship HHFSI has operated the Home Helpers franchise system for years and has more than franchised offices throughout the United States It fully stands behind its training program for new owners HHFSI has fully complied with the Home Helpers franchise agreements [redacted] ***, however, has breached franchise agreements in multiple ways and currently owes HHFSI over $145, It is [redacted] who is at fault in this dispute, not HHFSIVery truly yours, Jeffrey *S*General Counsel

Attached are the pages from my franchise agreement that define the zip codes in both territories, a map that includes both territories (dotted lines on map indicate county boundaries), provided to me for approval by HHFS, and the verbiage spelling out the territory and what it meansIf you would like, a can also send approx pages of boiler plate franchise agreements (x2)Please let me know if you need any additional information.Respectfully, [redacted]

*** ***,Home Helpers, during my recruitment made grandiose claims about their trainingA few weeks (mid-July 2015) prior to my purchasing the franchise I was informed about a mandatory phone conference for NJ ownersI did not get on this call as I had previous obligations, however I did speak with Natali a few days laterDuring that conversation, I was informed that the state of NJ had made a commitment to have all Home Health care agencies “Accredited”, to maintain a NJ licenseI was assured that my Home Helpers training would include “State Specific Guidance”, and that we would get training on the accreditation processI purchased my franchise in the first week of August As for state, specific training (heavily emphasized during my recruitment) 06/08/Donna R wrote;“Hello NJ! Get ready and mark your calendar, accreditation training is coming. On Tuesday June 28th, we are going to hold a day of training to get you prepared for the accreditation process. The training will be held somewhere central, probably around M***town, details will be coming soon”……This is almost months after my initial purchase, (this is also partially responsible for my purchasing a second territory, as I believed that HH was starting to get on the ball)The training amounted to a round table discussion, where other agencies discussed what they have been doing to, and what they BELIEVED was needed to, get accreditedDuring my initial purchase, (august 2015) I was required to attend week of training in OhioThe bulk of that training was by vendors who were trying to earn my business when the franchise openedIncluded in this training was a printer, book-keeper and a number of other vendorsHome Helpers did provide some talking points, but mostly reviewed the rules of owning this franchiseThere were some best practices discussed.After this week of training, the balance of my training was mostly second party webinars, videos and recycled handoutsFor instance, my payroll training was a video from Paycor, a payroll companyMy Background Check training was a webinar from *** ***, the required background check vendor, my insurance training was from an insurance companyMost of these trainings were about how to sign up and utilize their servicesNothing was exclusive to Home Helpers, or even to the home health care service industryAll were available free of charge to anyone, not just Home Helpers, who wanted to use their services.The exception to training for my industry was the software that the agency was required to use.Please let me know if you need any additional information.Respectfully,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Dear *** ***,MrS*** has taken his defense strategy right from the *** *** playbookJust deny the facts and maybe they will go away.I purchased a franchise believing that legally, I had a protected and exclusive territoryI owned every zip code within the contended-about areasNo one shared any legal right to the the disputed areasThis is obviously proven in MrS*** last email, because in his words, "neighboring franchisee's website was changed to remove this county reference"Why would they change the website if the disputed areas were not a part of my franchise agreementFourteen months after my purchase of the franchise.The only "above and beyond" in Home Helpers action was to avoid supporting my rights to exclusivity in my territoryI did request the website issue be changed by my neighbor, only to be discovered that only HHFS could make those changes to the websiteThis makes sense financially, as my neighboring franchise would be paying royalties on any business they did, while my stacompany had not progressed beyond minimum royalty levelsA corporate "double dip", to HHFS."UseONLY YOUR COMPANY NAMEwhen dealing with yourEMPLOYEES" was section on a memo from corporate, that was included in my previous responseWhen on a "town-hall" phone conference, with Cheryl, Executive VP for HHFS, this was questioned by me, and the answer was, "anything facing outward, towards clients, use Home HelpersAnything facing inwards, towards employees, use your corporate name." I asked, "Recruiting?", Her response was, "inwards, use your corporate name"Asked and answeredI am pretty sure these calls were recorded, maybe Mr S*** should check the tapes.Training was poor at best amounting to third party vendors "Webinars" and an I-Ramp checklistThe only significant training issue was addressed in June 2016, and that was an issue being faced by NJ Owners, accreditationJust prior to my purchasing this franchise (August 2015) I had to join a mandatory phone conference to find out that this was now an issue in NJ, I was assured (prior to buying) that we would get the help we neededI just didn't realize that they would allow a new franchise to hang out to dry for months before they would even begin to help.If MrS*** will drop the *** defense strategy, and read what my complaints are and have beenHe will clearly get the fact that his employer (1) did not provide training, (2) changed the effective relationship towards my organization, (3) ignored my complaints about non exclusivity and did not protect my territorial rights as a franchiseeWhy buy a franchise if they will not give you what they promised.Perhaps I should be arguing these facts in a more open forum, where my points will be heard, instead of simply labeling them as UNFOUNDED, without the proper attention to the details.MrS*** is obviously paid to deny, without giving any attention to the factsThIS is why I am now bringing my details to the Revdex.comHoping that you can persuade someone with influence to help meThis organization has scammed me out of my life savings and pensionThey have given nothing of substance, and make threatsPlease help meI understand that the Revdex.com is after the truth, I have the truth, and need your help.Respectfully,*** ***

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
Feeding my mother reheated two day old pizza, cereal and [redacted] frozen meals is not what I asked the caregivers to do.  I am forwarding pictures of where the detailed instructions were hung in the kitchen. I have all the notes my sister wrote and her instructions were to read the notes I left. This is not instructions from two people this was reiterating my instructions to the caregivers. This supposed confusion is a lame excuse for sub standard care. All of the fresh food I purchased before leaving was still in the house. It is had to tell exactly what she ate nothing was missing.  Yes my mother has age related dementia but we have not "found" the money yet after 5 weeks. I will have to wait until the next billing cycle to see if there is a credit back to the account for the evening the medicine was not administered. Her level was so low that her lack of nutrition while I was gone affected her warfarin levels. I will not accept the blame for her employees not feeding my mother and neglecting to administer her medicines as those were the only two tasks they were asked to perform. They did not. Please find attachments with the notes from me along with their location in the kitchen where those notes were. Those instructions were not hidden and very easy to locate. Regards, [redacted]Consumer did update Revdex.com that complaint has been resolved by business.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted],We are going in circles;Despite the fact, that Mr. S[redacted] himself, has admitted that Home Helpers changed the Website to properly reflect my territory, more than 1 year (November 2, 2016) after my purchase. Revdex.com has the territorial zip codes and Mr. S[redacted]s own words as proof. Despite the fact, that I have provided written evidence in the form of a Home Helpers memo, (see my response including Home Helpers memo, dated 5/16/2017) that Home Helpers did in fact change their policy about using their name for hiring employees. See partial memo below. Use ONLY YOUR COMPANY NAME when dealing with your EMPLOYEES, including: Human Resources documents, such as the following: Applications Employment agreements Employee handbook Personnel policies and procedures Orientation and onboarding materials Employee benefit materials Employee Training Materials Payroll, bonus and commission checks As further evidence, I have included the original Home Helpers Employee Manual, Home Helpers Application for employment and Home Helpers Employment Ad that was downloaded from their site to demonstrate that the nature of our relationship did in fact change based on the above memo, and what was provided to me. Despite the fact, that I have provided correspondence from neighboring agencies (see response dated 5/16/2017. Email from Adaria dated 10/26/2016) stating that they had business in my territory. Please note that it was 10/31/2016 that I understood that they (Home Helpers) were not acting in my best interest and I contacted Ruth Z[redacted] and informed her that we as a company were done. Mr. S[redacted] wasn’t involved until months later. (see response dated 5/16/2017. October 31, 2016 [redacted] wrote “Don't bother calling now, we are out of business. Closing doors and transferring both clients. Thanks for your help”)Mr. S[redacted] continues his “Denial defense”, which is truly unfounded. His defense is based on his knowledge that they have scammed and drained my bank accounts completely. They believe they can bully me into signing his “Mutual Termination Agreement”, which specifically stops me from pursuing further action and effectively “gags” me from speaking to media, or anyone who might take up my cause.Respectfully,[redacted]

Via Fax (513) 621-0907 and Email ([redacted]@cincinnati.Revdex.com.org) June 1, 2017 [redacted]Cincinnati Revdex.com1 East 4th Street, Suite 600Cincinnati, Ohio 45202                 Re:         Second Response to Revdex.com Complaint ID: [redacted] Dear [redacted]:                  H.H. Franchising Systems, Inc. (“HHFSI”) is responding yet again to a complaint from [redacted].  HHFSI has previously addressed the substance of [redacted]’s complaint, both in Revdex.com responses and in responses to him personally.  There are only so many ways to say that his allegations are false.  Nonetheless, I will endeavor to respond in reasonable detail.                 [redacted]’s claim that HHFSI did not protect the exclusivity of his franchise territory is simply not true.  His franchise territory consisted of certain enumerated ZIP codes.  There is no evidence that any other Home Helpers franchise owner ever serviced clients within his franchise territory.  [redacted] is attempting to create confusion on this issue with his reference to a neighboring franchisee’s website.  This neighbor’s website referenced a county in which a portion of [redacted]’s franchise territory was located, but in which a portion of the neighboring franchisee’s territory was also located.  There was nothing inappropriate or contrary to the franchise agreement about this.  To make this point painfully clear, the neighboring franchisee could provide services in this county provided that the services were not provided within [redacted]’s territory.  This did not happen.  To avoid any conceivable possibility of confusion, the website was revised to remove the county reference promptly after [redacted] complained about it.  Again, there is no evidence that another Home Helpers franchise owner provided services in [redacted]’s territory or that [redacted] lost even a single client due to the neighboring owner’s website.  There is nothing to this.  [redacted] either does not understand this or, more likely, is trying to cause confusion in an attempt to prop up his unfounded claims.                   Likewise, the claim that the joint employer communication changed the franchise relationship in a negative way is frankly absurd.  First, this policy was introduced to decrease each franchise owners’ exposure to “joint-employer” liability, which has been a concern in franchise systems in recent years.  HHFSI was acting to protect its franchisee’s from unnecessary legal exposure.  Second, the joint employer communication did not prohibit [redacted] from using HHFSI’s trademarks in advertising for new employees, it merely required him to avoid using the trademarks in private communications with employees that had already been hired.  Third, [redacted] provides no evidence that this had a negative impact on his ability to hire employees.  Fourth, even if this claim was factually true – and it is not – [redacted]’s Franchise Agreement gives HHFSI the sole discretion to approve or disapprove of any advertising conducted by a franchise owner (See section 11.7 “Approval of Advertising”).  Accordingly, HHFSI always had the discretion to not approve certain forms of advertising; therefore, there was no change in the franchise relationship.                  HHFSI has operated the Home Helpers franchise system for 20 years and has more than 300 franchised offices throughout the United States.  It fully stands behind its training program for new owners.                 HHFSI has fully complied with the Home Helpers franchise agreements.  [redacted], however, has breached franchise agreements in multiple ways and currently owes HHFSI over $145,000.  It is [redacted] who is at fault in this dispute, not HHFSI. Very truly yours,  Jeffrey *. S[redacted]General Counsel

06/01/2017  01:32PM  [redacted]  DESK    PAGE 02/02Home Helpers Corporate Offices Montgomery Road  Suite 300  Cincinnati, Ohio 45242Making Life Easier DIRECTwww.HomeHelpersHomeCare.com LINK                                                                     Help A The                                                                                                                                                          Touch Of A Button       www.DirectLink911.com                                                                                                                                                   LEGAL DEPARTMENTVia Facsimile ( 513) 621-0907May 8, 2017[redacted] Cincinati Revdex.com1 East 4th Street, Suite 600Cincinnati, OH 45202 Re:  Second Response to Revdex.com Complaint ID: [redacted]Dear [redacted]:As H.H. Franchising Systems, Inc. ("HHFSI") has already engaged in substantial correspondence with [redacted] regarding his Complaint, this response will be brief. HHFSI has met all of its contractual obligations to [redacted], while [redacted] has breached is franchise agreements with HHFSI. [redacted] apparently wants to make the same baseless claims over and over again in the hope that he will receive a different response.The emails [redacted] references relate to the fact that a neighboring franchise owner's Website stated that it did business in one of the same counties as [redacted]. There was nothing inappropriate about this, as [redacted] and the other owner each had territory in different areas within the same county. Even so, the neighboring franchisee's website was changed to remove this county reference. In addressing this, HHFSI went above and beyond its contractual obligations to [redacted].[redacted] is also mistaken in claiming that he was prohibited from using the HOME HELPERS brand name in recruiting potential employees. Indeed, [redacted]s Complaint references “Recruitment' under the category of activities for which use of the HOME HELPERS brand name is permitted. Had [redacted] ever once asked HHFSI about this, this would have been explained to him. [redacted] is either confused or is making this claim in bad faith. In any event, HHFS has absolute discretion in the manner in which its trademarks are used.HHFSI worked extensively to support [redacted]’s franchised businesses. His claims have no merit in law or in fact. HHFS not refund his franchise fees under any circumstances.Very truly yours,Jeffrey *. S[redacted]General CounselEach office is independently owned and operated.

Attached are the pages from my franchise agreement that define the zip codes in both territories, a map that includes both territories (dotted lines on map indicate county boundaries), provided to me for approval by HHFS, and the verbiage spelling out the territory and what it means. If you would like, a can also send approx 300 pages of boiler plate franchise agreements (x2). Please let me know if you need any additional information.Respectfully,[redacted]

My elderly mother suffered a fall that caused her to be wheelchair bound and limited her ability to care for herself. In search of live-in care; I came across Home Helpers in St. John, IN. I met with Tammy S[redacted] for a consultation regarding care for my mother. I later signed a contract with the company. After the initial first week of care for my mother the issues started. The care-giver's they sent were very unprofessional, and lazy. My mother went through several different care-givers, she suffered a terrible fall in which she had to get stitches ear to ear, she was left in soiled diapers, she was not being bathed frequently, and she had property stolen from her home. After calling and complaining to the owner several times; he finally refused to take any of my calls personally. He cursed my family members, he threatened to tear up a legal contract, and in the end when services was cancelled he sent the remainder deposit to someone else other than myself. It was a nightmare!

First I would like to say that Home Helpers has never had any prior contact with [redacted]. He has never called to make a complaint, sent an email,  or a letter. He was not present at the family meeting, nor was he on the emergency call list. We set up services with his parents and his sister...

[redacted]. We didn't even know that [redacted] existed until receiving this letter from the Revdex.com. The owner [redacted] setup services prior to November 28th 2016. When [redacted] was at the home with the parents and [redacted], [redacted] went over word for word the entire service agreement as done with all of our clients. All of our policies are in the same font which is actually quite large: it's at least 14 point and bold (specifically for seniors to be able to read it) and the cancellation policy is very clear. The cancelation policy is item #1 on the first page of the document, not buried as [redacted] suggested. Clients are asked to call the office immediately if there is ever a no-call no-show, so that a replacement can be arranged. On two occasions a caregiver did not show and we were not informed until days after the shift was over. In both cases it was removed from the billing cycle. The client was never charged for those 2 shifts. We have a 7-Day cancellation policy which is standard within the industry. The owner [redacted] went over the entire document personally and face-to-face with [redacted] and her parents. And asked if they had any questions. When the client decided to cancel Services we offered to work the 7-Days ,so they would not be charged for not having services. This is standard in our company. As far as any item s being missing from the home, our last day of service was May 31st and the first I'm hearing of this is through this letter that I received approximately August 5th. I do know that the family had sense hired private caregivers to take over working for their parents to save money. I cannot be held responsible 3 months later when many people have come and gone within this residence. Had I been notified at the time, I may have been able to do something. I was never notified that there was a problem. The day we received this letter from the Revdex.com we immediately contacted [redacted] who was the only family contact working with us. We read her the letter that her brother sent and she said that she had no idea that her brother had written this letter, that she had no problems with our billing, that she remembered that we had taken the 2 shifts off her bill and that she had no issues with us at all. Again we have never met, heard of or even knew that [redacted] the brother existed until now. We pride ourselves on the safety and well-being of all of our clients. [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I quit my
job of 22 years, cashed out my 401K, and converted it into a C Corp named
[redacted], that purchased a franchise with a protected territory, and
a promise of training and received neither. Home Helpers changed the terms of
our relationship. This caused undue hardship and insolvency forcing me to close
my doors, and now they are threatening legal action unless I pay decades of
future royalties.
Please
allow me to create a timeline and include some abbreviated emails to support my
allegations.
On August
10, 2015, I purchased my initial franchise for $45K. After a week of “Training”
in Ohio, where vendors came to Home Helpers headquarters and described how their
services could be used (for a fee) to grow and enhance my business. I was send
home with a checklist and a bi weekly phone call to assist me in starting this
business. I managed to get a license in NJ despite a complete lack of direction
or support from HH.
After
struggling to get employees to meet my growing potential clients need, on June
10, 2016, I purchased a second franchise for $41,000 that would open my ability
to recruit from more populous areas. I was also intending to market my services
in this territory.
·        
After discovering that Home Helpers was
directing internet traffic from my page on  the corporate website, This was occurring for
our original territory for the entire year, and was discovered on June 27, 2016
June 27, 2016, [redacted] wrote (email).. “Hi
Ruth. Someone tried to find me yesterday on the HH website for zip code 07830.I
know I just bought it, but the corp website had them call a defunct number in
Pluckemin. Who do I need to speak with to get this changed?”......
 
06/27/2016
Ruth Z[redacted] wrote 
“Please
send an email to: [email protected] Or call 888-876.3144 and ask
for Devin.”
 
·        
I
called and left a message for Devin  after re-discovering that neighboring
franchises were advertising for my territories on the Home Helpers Website,
July 11, 2016 PM [redacted] wrote To: Stephanie B (HH)
Subject: RE: Territory Expansion
…..”Who should I speak with, to get my territories
removed from other agencies webpages? The Parsippany office advertises for
Warren county that I own completely and some other areas. To the south of me
this occurs as well”……..
 
07/11/2016
Stephanie B.  wrote
“[redacted], you can speak to Ruth Z, your FBC.  Once you let
her know the information, she can get with the other FBC’s to see about getting
the information updated on the other owner’ sites.”
·        
The subject of the website was spoken about
on numerous occasions during regular phone calls with Ruth Z
8/31/16
from Ruth Z., Hi [redacted],” In speaking with Natalie N[redacted], the territory FBC for
NJ, we agreed that it would be a good idea for you to email Adaria D”
(neighboring franchisee) “regarding the “communities served” issues you brought
to my attention last week.  We realize that Adaria has not returned your
calls in the past, and we understand that you may be uncomfortable in reaching
out to her again”…….
 
08/31/2016
from Ruth Z
“I’m glad to see that Adaria responded to your
email.  Keep me updated as to how it all goes with the promised changes to
her website”…….
 
10/21/16
Adaria wrote
“First I wanted to let you know that we are working on making
adjustments to what our coverage area says for the site but unfortunately only
corporate can change that part of the web page so it should be done over the
next couple of days.”
 
·        
After receiving a phone call about a lead
for services in my territory
10/26/2016
Adaria
wrote
“the Fort Lee office had reached out to
you a while back regarding a case for someone she knew down in this area that
needed respite for a live-in. She had said that at the time you were not in the
position to take it on so she had reached out to us and unfortunately due to
the time restrictions (it was only a few days before they needed the coverage)
we were unable to provide it”.
….”the family was located directly in
your territory”….
 
·        
Approximately 11/02/2016, the
website was corrected by Home Helpers. Starting with the initial purchase in August
of 2015, until finally corrected in November of 2016, (14 months) not once was
Home Helpers slow in drafting my account for royalties and fees, all the while
allowing neighboring franchisees to advertise in my territories.
 
As far as the changing relationship, I
purchased my second territory in June because it had a better labor pool to
recruit from, my employee manuals, all of my forms and literature were brander
per Home Helpers standards, however in September, the JOINT EMPLOYER
COMMUNICATION GUIDE required that I no longer use the Home Helpers brand when
communicating with employees, effectively eliminating ½ of my franchise
advantage, Here is a segment referring to using home helpers name;
Use ONLYtheHOME HELPERSbrand name when dealing
withCONSUMERS,
including:

Signage (building or event)
Marketing
Phone greeting (“Home Helpers,
how may I help you?”)
Client documents (fliers,
brochures, etc.)
Billing
Recruitment (with appropriate
“each office independently owned & operated” disclaimer)

UseBOTHtheHOME HELPERSbrand name andYOUR COMPANY NAMEwhen dealing withCREDITORS

UseONLY YOUR COMPANY NAMEwhen dealing with yourEMPLOYEES, including:


Human Resources documents,
such as the following:


Applications

Employment agreements

Employee handbook

Personnel policies and
procedures

Orientation and onboarding
materials

Employee benefit materials


Employee Training Materials

Payroll, bonus and commission
checks

It’s essential that you only use your company
name in correspondence with employees. It’s important
to take advantage of the Home Helpers brand in your marketing, promotion and
advertising. It’s beneficial to use both Home Helpers and your company name
when dealing with creditors.
 
·        
As for state, specific training
(heavily emphasized during my recruitment)
06/08/2016 (12 months after purchase) Donna R
wrote;
“Hello NJ! Get ready and mark
your calendar, accreditation training is coming. 
On Tuesday June 28th, we
are going to hold a day of training to get you prepared for the accreditation
process.  The training will be held somewhere central, probably around
Morristown, details will be coming soon”……
·            After unauthorizing Home Helpers from drafting
royalties from my account
On October 27, 2016 Ruth Z wrote
“Hi [redacted], I know you have been going through some difficult
times lately with your business, and I’d like to schedule a call with you soon
to discuss your plans improve your business situation.
Please let me know which of the times below is better for
you , and I’ll confirm the time and date with you via an [redacted] invitation.”…..
 
On October 31, 2016 [redacted] wrote “Don't bother calling now, we are out of business. Closing
doors and transferring both clients. Thanks for your help”
 
The
fact that Mr. S[redacted] believes that this occurred in January 2017 is typical of
the service that I received from Home Helpers. There was no sense of urgency
for anything that related to my business. When I did try to reach out to other
owners for help (not counting Adaria), I received a phone call from a Home Helpers
executive warning me about disparaging the Home Helpers name. The only solution
that they have offered is to threaten law suits and make accusations about me.
They say that my allegations are unfounded and defamatory.
There
are many issues that can be stated about the Home Helpers franchise, promises
not delivered upon, poor quality of effort, vendors that are de-facto partners
with Home Helpers selling to franchisees. I have limited my complaint to that
which can be proven.
There
are two neighboring franchisees that are also defunct now. I know that they
would concur that Home Helpers is not doing what they promised, that they do
not help you get started, that they are quick to take your money and very slow
to help you with issues, particularly those of starting up a franchise.
Unfortunately, I believe that Home Helpers has already gotten them to sign a
mutual termination agreement, similar to what was offered to me.
All
I am asking for is a refund of my franchise fees. If this needs to go to court,
I will be asking for damages as well. All they have offered is to waive my
royalties for future decades provided I waive my right to speak freely and
waive any monetary recourse that I should be entitled too.
 
Regards,
[redacted]

I spoke to the daughter twice about the problems that she had while she was away and we took care of her mother. When she told our director of operations where in the home she had left the instructions for the caregivers we discovered that that was not what we had in our computer for the care plan....

Her sister had told us different instructions when she set up the services and had placed them in a different place of the home. We always ask families that there is only one contact person to have contact through the office because the caregivers can only get their information and instructions from what we have in our computer system. It is unfortunate that one sister set up the services and the other sister left written instructions in a different part of the home and with our office. We apologized that her mother was not fed the fresher meals had been left for her, however she did have her meals every day that we were scheduled. There was one day that the caregiver did not give her mother her evening medications and we apologized gave her a credit for that shift and she was not billed. Again we apologized and told her that this is not how we run our business and that we would counsel that employee. As for the missing money whenever someone signs a contract we tell them that there is not to be money or valuables left in the home. This is also stated in the agreement that the family had signed. Because there were several caregivers there and her mom has dementia, there is no way for us to find out if something did or did not happen or who may have been involved, but that we would certainly keep an eye out in the future. We also recommended that if she wanted to, that she should call the police and file a report which is standard procedure. She did notify the police and they did call and talk to me while at the daughters home. The police agreed with me that unfortunately unless there was some proof or cameras that there really was not much I could do. I am also a dementia expert and told her that often times, especially with money, people with dementia do tend to hide money and more than likely it will turn up eventually and to please let me know if it does. I apologized several times, I offered her names and phone numbers of other companies that were reputable in the area for any future care that her mother may need and I apologized many many times. Again we always asked that there be one contact person and that the caregivers can only follow the instructions that we have in our computer from the person who set up the care. Caregivers do not randomly go through an entire home looking for notes on care instructions. Careplans are given verbally over the phone to each caregiver( because of HIPPA Laws they cannot be e mailed) or told exactly where to find the care notes in the home. Unfortunately this visit did not go as smoothly as we had hoped and we have credited her for the evening shift that medication was missed and her mother was fed meals at every shift, it was just not unfortunately what she had requested that she eat but it met all of her dietary restrictions. Her mother was given adequate meals and was safe during our scheduled visits. We pride ourselves on providing the best possible care for our clients and their families. We have had a staff meeting and retraining to ensure this is not the case going forward for our future clients. Debra K. President Home Helpers

See attached documentHome Helpers                                           Corporate Offices                            ...

                      DIRECT LINKMaking Life Easier                   10700 Montgomery Road Suite 300 Cincinnati, OH 45242           Help At The www.HomeHelpersHomeCare.com Phone: (800) 216-4196 x 133 Fax (509) 695-6239            Touch Of A Button                                                                                                                                  www.DirectLink911.comMay 8, 2017[redacted] Cincinnati Revdex.com 1 E. 4th Street, Suite 600 Cincinnati, OH 45202                 Re: Response to Revdex.com Complaint ID: [redacted]Dear [redacted]:H.H. Franchising Systems, Inc. (“HHFSI), dba Home Helpers(R), would like to thank you for this opportunity to respond to the complaint filed by [redacted]. HHFSI operates the Home Helpers franchise system, which consists of independently owned and operated franchises that provide senior care services, such as home care, home maker, personal care aide assistance, and companion care services. HHFSI presently has over 330 franchises across the United States.[redacted] purchased a Home Helpers franchise from HHFSI on August 10, 2015, paying an initial franchise fee of $44,900. Ten months later, on June 10, 2016, [redacted] purchased a second Home Helpers territory for $40,410. Each of [redacted]’s Home Helpers Franchise Agreements had a 10-year term. Per the terms of his Franchise Agreements, [redacted] was required to pay to HHFSI a Minimum Royalty of $300 a month per territory and a minimum National Branding Fee of S350 a month per territory for the entire 10-year term of each franchise agreement. As of the date of this correspondence, [redacted] is still contractually responsible to HHFSI for Royalties and National Branding Fees of more than $145,000.In or about January 2017, [redacted] told HHFSI that he had stopped operating his Home Helpers franchised businesses and demanded that HHFSI refund his franchise fees. [redacted] made the same claims then that he makes now, i.e., claims relating to the exclusivity of his territory, training, and purported changes in the terms of his relationship. HHFSI responded to these claims in an email dated January 27, 2017. HHFSI explained in detail that it had met all of its contractual obligations and that [redacted]’s allegations were entirely false and unwarranted. HHFSI stands by its detailed rebuttal of [redacted]’s claims and incorporates it as part of this response as Exhibit A. Although [redacted]’s claims were meritless, HHFSI offered to relieve [redacted] of his $145,000+ ongoing contractual obligation if he would agree to sign an agreement mutually terminating his franchise agreements. [redacted] refused.Each office is independently owned and operated. In April 2017, as [redacted] was in default of his Franchise Agreements and had abandoned the his franchised businesses, HHFSI had no choice but to send [redacted] a notice terminating his Franchise Agreements. HHFSI again extended the offer to relieve [redacted] of his contractual payment obligations, and [redacted] again refused.[redacted]’s claims are false and under no circumstances will it refund his franchise fees. In fact, [redacted] owes HHFSI over $145,000. HHFSI has offered [redacted] the opportunity to walk away free and clear of this debt and he has repeatedly refused. Accordingly, HHFSI retains the right to pursue collection measures against him. HHFSI has had quite enough of [redacted]’s false and defamatory comments and, if necessary, will pursue a defamation action against him in addition to its breach of contract claims.Very,truly yours,Jeffrey *. S[redacted] General Counsel