Home Instead Senior Care Reviews (159)
View Photos
Home Instead Senior Care Rating
Description: HOME HEALTH SERVICES, SHOPPING SERVICE-PERSONAL, PERSONAL SERVICES, SENIOR SPECIALTY SERVICES
Address: 41880 Kalmia St Ste 140, Murrieta, California, United States, 92562-8837
Phone: |
Show more...
|
Web: |
|
Add contact information for Home Instead Senior Care
Add new contacts
ADVERTISEMENT
September 25, Thanks for allowing us to respond to Ms [redacted] ’s concernsIt is our goal to resolve customer concerns quickly and to everyone’s satisfactionMs [redacted] communicated that she received the wrong tankini top multiple times and has not been fully refunded for each itemShe also expressed her dissatisfaction with our Customer Service DepartmentWe are very sorry about Ms [redacted] ’s recent experience with our companyWe itemized all orders and credits belowAccording to our records, Ms [redacted] most recently returned the bandeau top from order# [redacted] As Ms [redacted] communicated, we used one of the $complimentary gift cards as method of payment and charged the balance of $to her credit cardWe issued a full refund of $($on 9/& $on 9/15) to her credit cardThe item from order# [redacted] was a free replacementWe restocked the item because there was no chargeThe only remaining charge for a bandeau top that has not yet been reimbursed is from order# [redacted] We processed the order on 8/after Ms [redacted] first contacted us because she received the wrong itemWe issued a full refund of $today and hope she accepts the free swim top and our sincere apology for all the problems with her recent ordersMs [redacted] also has a total of $in complimentary Venus gift cards available to use on future ordersC- [redacted] 09/15/ - - - (refund for $return label) C- [redacted] 09/14/ - - -(refund for order# [redacted] ) C- [redacted] 09/13/ - (restocked item/order [redacted] ) [redacted] 08/24/ - (used x $gift card/ paid $Also sent a $Venus gift card) [redacted] 08/23/ - (new item/ no charge & issued a $Venus gift card) [redacted] 08/18/ (processed free return label & $complimentary Venus gift card) C- [redacted] 08/18/ - - - -34.91(refund for order# [redacted] ) [redacted] 08/16/ - (order for [redacted] & ***) [redacted] 08/10/ (order [redacted] ) We can certainly understand how frustrating and disappointing Ms [redacted] ’s recent experience with our company has beenThanks again for allowing us to work on resolving Ms [redacted] ’s concernsThe credit of $should post to Ms [redacted] ’s credit card account within 2-business days from today We value Ms [redacted] ’s business and hope this resolution is satisfactory
January 20, Thank you for giving us the opportunity to respond to Ms [redacted] ’s concernsIt is our goal to resolve all customer concerns quickly and to everyone’s satisfactionMs [redacted] communicated that she placed an order with us in December, which was scheduled to arrive between Christmas and New Year’sShe followed up with us on January 4th at which time our representative communicated that two of the three packages were at her local [redacted] and that the third package would arrive the following dayMs [redacted] attempted to pick up her packages on January 5th, but was told that they had been returned to us because the delivery address was incompleteAfter contacting us again, we assured her that we would send the items via overnight service and that she would receive them on Friday, 1/Ms [redacted] reached out to us a couple more times requesting a full refundThe service representatives communicated that we could not issue a refund until we receive the merchandise We are so sorry about Ms [redacted] ’s experience and do appreciate the feedbackWe are looking into all of her concerns and would like to assure her that we are conducting a thorough investigation into the customer service failures she has shared with usThe street numbers and apartment numbers were missing from the shipping address, which is why the [redacted] was unable to deliver Ms [redacted] ’s packagesWe are so sorry that this wasn’t resolved when she first contacted usWe have issued a full refund of $to Ms [redacted] ’s [redacted] Card ending in ***We processed the refunds on January 18, Depending upon the banking institution it could take – business days from 1/before the credits post to her [redacted] Card accountWe offer our sincere apology for Ms [redacted] ’s experience with our companyWe have also issued a $complimentary Venus gift card Ms [redacted] can use for a future orderWe value Ms [redacted] ’s business and hope she will give us another chance We apologize for any inconvenience and hope that this resolves Ms [redacted] ’s concern to her satisfaction
Complaint: [redacted] I am rejecting this response because: What they did not do was to read the paper inside the bag for the item [redacted] which stated that I wanted an exchange doneSo because they did not read the note inside the bag all the sizes were sold out in that shirtNow I see that the size Large is available at this time, and because of the inconvenience that they have caused me I would like to have the size large shirt sent to meFor all the problems I have hadI liked this store and have passed the name to many friends who have bought from them alsoI would like to continue to do business with them, but first we need to fix all the problems that I have been having, and the inconvenience that it has caused meSo because of their neglect to see the note in the bag I would like to have that shirt in a large sent to me before they are all gone again Regards, [redacted] ***
April 4, Thanks for giving us the opportunity to respond to Ms***’s concerns Ms [redacted] stated that she returned several items and that we only gave her a $refund for a $returnShe further expressed her concern that we cancelled a refund of $she was supposed to receive and that we instead sent her a pair of leggings she did not orderShe also stated that we, at one time, sent her a shirt that belonged to a lady in [redacted] and that she was supposed to get a sweater Upon reviewing Ms***’s recent orders and returns, we found that Ms [redacted] is referencing returns from two different orders Ms [redacted] ordered a Jeweled Tie Dye Top from us on March 6th, The total price was $Ms [redacted] used a $complimentary gift card we issued towards payment for the item, which left a $balance for the itemMs [redacted] used her [redacted] ending in [redacted] to pay the $balance and the shipping/handling fee of $We initially issued the $in form of a credit slip, but have since refunded that amount to Ms***’s [redacted] Since she used the $complimentary gift card we issued for the remaining balance, we are unable to process a refund to Ms***’s credit cardComplimentary gift cards are a gift from usWe do not collect payment from customers and can therefore not issue a monetary refundWe issued a credit slip for $25.00, which Ms [redacted] can use as a method of payment on a future order The second order Ms [redacted] is referencing is an order she placed on March 6th, The item was a Zipper Detail Sweatshirt for $Ms [redacted] did not provide instructions on the return form, but we show that she contacted us requesting an exchange for a pair of leggingsOur Returns Department processed the exchange based on the account notesWe apologize for the inconvenience this has causedWe issued a refund of $to Ms***s’s [redacted] ending in [redacted] on 3/25/when we processed the exchangeWe issued the remaining balance of $back to the same [redacted] today for a total refund of $ Ms [redacted] can use our pre-paid return label to return the leggings she did not orderSince we issued the remaining refund amount of $today, there won’t be additional credit due when we receive the itemWe will also note her account to waive the $return label fee when she returns the leggings to us We encourage Ms [redacted] to contact our [redacted] via phone at [redacted] or via chat or e-mail on [redacted] if we have not yet resolved the problem with her receiving another customer’s item Thanks again for allowing us to respond to Ms***’s concern
The project in question :we paved the driveway last year? gentleman called about an issue - at the time we were in [redacted] **? paving parking lots were in our busy season? I spoke with the home owner - set a date? arrived on that date? home owner had left car on driveway? took picture communicated with home owner by text sending him picture of car? he stated that we needed to work on driveway while car was parked there? I stated that we don't do that - with good reason? having paving equipment and employees around a car while doing asphalt? is not proper way to perform the repairs? home owner realizing the situation and the fact that he could not bully? is into something in which we don't do - work around home owners cars? in close quarters? began a campaign of attacks against us? sent a letter stating demands in which we received? forwarded it to our lawyers and are awaiting legal advice? we don't trust homeowner at all? don't feel safe returning to the site due to accusations being made by said homeowner
February 21, Thank you for giving us the opportunity to respond to Mr [redacted] ’s concernsWe strive to resolve customer concerns quickly and to the satisfaction of our customersMr [redacted] communicated that one of our customer service representatives cancelled the backorder for his ***’s sweater on 1/13/and replaced it with a new order stating backorders are serviced after new ordersBecause the item had since gone on sale, she also issued a $refund checkThe refund check was voided after we mailed it and without notifying Mr [redacted] He has since contacted us several times trying to recover the $in bank fees and has also attempted to fax the document showing the $bank feeUnfortunately, the problem was not resolvedPlease accept our sincere apologies for all the problems with Mr [redacted] ’s recent orderIt appears that Mr [redacted] received some inaccurate information about backordersWe are also very sorry about the other service challenges Mr [redacted] referencedWe reviewed his customer account and verified that we mailed the refund check out in error, but as Mr [redacted] stated, we should not have voided the check without contacting himWe replaced the refund check with a Venus credit slip on 1/The credit slip has since been applied to an orderWe issued a refund check for the $in bank fees today, which Mr [redacted] should receive within business daysWe do understand how disappointing Mr [redacted] ’s recent experience must have beenIt’s certainly not the standard of service we strive to provideIn addition to refunding the bank fee, we have also issued a $complimentary Venus gift card Mr [redacted] can use towards a future purchase from usThanks again for allowing us to respond to Mr [redacted] ’s concernsWe value Mr [redacted] ’s business and hope this resolution is satisfactory
March 15, Thank you for giving us the opportunity to respond to Ms [redacted] ’s concernIt is our goal to resolve all concerns quickly and to everyone’s satisfactionMs [redacted] communicated her concern and disappointment about recent order cancellationsShe states it happened three times recently and she is very upset about our inability to fulfil the ordersShe further communicated that the customer service representative she spoke with on March 10th was antagonizingWhen she requested to speak with a [redacted] , we communicated that the [redacted] couldn’t speak with her We are so sorry about Ms [redacted] ’s recent experience with usWe do understand that it is very disappointing to look forward to receiving items only to receive cancellation notices laterWe work with our vendors to ensure we receive all items and that we receive them in a timely mannerWe also try to ensure that we order adequate quantitiesThere are a number of reasons, including quality concerns and inability of a vendor to fulfil an order, that could result in order cancellationsIt is very unfortunate that we were unable to fulfil several orders Ms [redacted] placed with usWe do appreciate Ms [redacted] ’s feedback and have forwarded the detailed information she provided to us to the appropriate department for further review and researchWe would also like to apologize for the customer service experience Ms [redacted] describes when she contacted us on March 10thWe are looking into this and will be addressing her concernsWe hope Ms [redacted] accepts our sincere apology and the $complimentary [redacted] card we mailed as our gift to herWe value Ms [redacted] ’s business and hope this resolution is satisfactory
July 27, We appreciate the opportunity to respond to Ms***’ concernsMs [redacted] expressed her concern that the checkout page on our website doesn’t show that our prices are in US DollarsShe stated that she believed that our prices are in [redacted] Dollars when we asked for the billing and shipping address, including the country, which she verified as [redacted] She further conveyed her dissatisfaction about receiving an e-mail about duties/taxes that are due upon import of the merchandiseMs [redacted] stated that she contacted us on July 19th to cancel the order at which time we communicated that it’s too late to cancel the orderShe stated that we have since advised her that she should “return to sender” and that it would take about weeks to credit her card I would like to first apologize for all the problems Ms [redacted] encounteredWe strive to resolve all customer concerns quickly and to the satisfaction of our customersVenus Fashion is a U.Sbased companyAll of our prices are in USD currencyWe do ship to other countries, including [redacted] Since our prices are in USD, the current conversion rates apply for merchandise shipped to a delivery address outside of the U.SThe information that duties/taxes will be due is located online on the page where customers enter their shipping address when we ship to an address outside of the United StatesUnfortunately, we were unable to stop the package from leaving our warehouse when Ms [redacted] contacted us on July 19thWe have since reached out to the shipping company and requested for them to return the package to usWe have also issued a full refund of $USD, which consists $USD for the merchandise and $USD for shipping/handlingWe processed the refund on 7/and issued the credit back to the original method of payment, which was a [redacted] ending in ***Depending upon the banking institution, it could take – business days before the funds are posted back the accountWe hope this resolution is satisfactory and appreciate the opportunity to respond to Ms***’ concern
Revdex.com:At this time, I have not been contacted by SunSurfs Solar USA Inc regarding complaint ID [redacted] .Sincerely, [redacted]
August 9, Thanks for submitting Ms***’s rejection of our responseWe appreciate the opportunity to follow up on her concernBased on Ms***’s rejection statement and the $she indicated as the disputed amount in her first e-mail to the Revdex.com, it appears that Ms [redacted] returned the tankini that was on backorder until July 25thPlacing items in a “kit” is internal terminology for holding an item until the other item needed to complete a bathing suit becomes availableThis processing guideline does not result in an additional chargeNeither item is charged until the complete suit becomes availableFor order# [redacted] shown below, the total amount due for both items is $64.00, which is the total of [redacted] purchased for $and [redacted] purchased for $The “***” denotes that items were shipped togetherWe understand that it is sometimes confusing, but the “kit” is not an itemWe shipped two items on 7/for a total amount due of $Order# [redacted] (backorder) placed on 6/2/and shipped on 7/25/*** none TWO PART KIT [redacted] none HIGH WAIST FULL C K [redacted] none FLOWING TANKINI T K We processed a refund for the $todayThe refund should post to Ms***’s [redacted] Credit Card account within – business daysWe understand that Ms [redacted] closed her account with [redacted] ***, but refunds are issued to the original method of payment, which was her [redacted] Credit Card issued and serviced by [redacted] ***We do not have access to Ms***’s credit card accountIf the refund of $exceeds any balance due on that account, [redacted] will issue a refund check for the difference or for the full amount, whichever is applicableThe toll free number for Customer Care at [redacted] is [redacted] , if Ms [redacted] has any additional questions about the refundThanks again for allowing us to follow up on Ms***’s concerns
Thank you for allowing us the opportunity to respond to Ms***'s concerns and try our best to arrive at a mutually acceptable resolution for everyone It appears that as Ms [redacted] indicated, there were two orders placed on 5/23/via our website The credit card approval was denied on the first order and when that happens it places the order in a pending status within our system until we re-authorize the credit card Ms [redacted] placed another order, therefore this is why there were two orders appearing in her order history Both orders were canceled and do not appear to have been charged to her credit card I checked with our credit card processor and they do not show a charge for $ I am not certain where *** is showing a charge for that amount, however I have refunded $back to the credit card We apologize for the trouble with the order prior to the one in question where she did not receive one of the items in her order Mistakes do happen and although we attempted to make the situation right by shipping out the missing piece, it should have been expedited to herAgain, we apologize for the inconvenience, however I can sincerely assure her that it would never be our intent to not ship items that she has paid for I hope that we can continue to be a source for her fashion needs in the futureSincerely, [redacted] Venus [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 meI do appreciate the swift response and resolution of this matterI have been shopping online with Venus swimwear for about years & this was the first experience like thisI was only looking to recover my loss but the extra gift card along with the apology & ability to see how this all transpired encourages me to continue shopping with themThanks again! Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I do not want any of their gift certificates or credit vouchersThis mistake was theirs and it is not the first time that I have had problems with their shipping deptI want the refund put into my bank accountThey always have an excuse instead of fixing the shipping deptIt's time that the word gets out about this companyThey show clothes on their site and after you try to order something they say that the item is discontinuedThen it disappears off the siteWhy do a advertising??? Regards, [redacted] ***
February 6, Thanks for sending us Ms [redacted] ’s complaint and allowing us to respondIt is always our goal to resolve customer concerns quickly and to everyone’s satisfactionMs [redacted] s communicated that we advertise a full refund for items returned within daysShe feels that the $charge for using our pre-paid return label contradicts the full refund policy that we advertise on our website We apologize for the confusionWe do issue a full refund of the merchandise price for items returned within days as long as the items are in new and unused conditionWhile we do not offer free returns, we have a pre-paid return label customers can use to return merchandise to usWe do not require the use of the label, but instead offer it as a convenience to our customersI copied the verbiage shown below from our website as referenceEach order also includes an easy to use return label for your convenienceThere is a charge of $for the use of this label, which will be deducted from any credit due on your return or, in the event of an exchange, we will charge your credit card $for the labelThe instructions for the use of this label are found on the back of the labelYou may return the package via [redacted] or ***; there is no need to go to the post office or [redacted] storeYou may give the package to your postman or [redacted] driver or you may drop it in a [redacted] drop box or [redacted] mailboxPeel off and place the pre-paid return label on the packageIf you are using the original shipping bag or box, be sure to place the return label over your name and address on the package and to obliterate any other addresses and barcodes on the outside of the packageWe have not yet received Ms [redacted] ’s returnMs [redacted] s purchased item [redacted] for $The purchase price of $Ms [redacted] s referenced includes the applicable shipping/handling of $7.95, which is not refundableWe understand that Ms [redacted] s expected a free shipping on her return and are sending a free merchandise return label along with a shipping bag to Ms [redacted] s as a customer courtesyShe should receive both within business days from todayWe have also processed a refund of $to Ms [redacted] ’s [redacted] Card ending in [redacted] todayDepending upon the financial institution, refunds normally post within – business dates from the date they are processedWe value Ms [redacted] ’s business and hope this resolution is satisfactory
Thank your for the opportunity to respond to Ms [redacted] 's concern regarding her recent experience with Venus It is our goal to provide the best experience possible to all of our customers and feedback such as this is extremely important to us.As Ms [redacted] indicated she contacted us on 11/19/to cancel the order she had placed the prior day While the order would not have physically left our distribution center until Monday, the shipping confirmation was sent when the order was processed through our facility and ready for the carrier to pick up At that point the packages are loaded onto the carrier vehicle awaiting departure on the next business day, therefore it is not possible to pull the package Unfortunately Ms [redacted] was not offered another solution and for that I apologize Although we couldn't retrieve the package at that point we could have offered to issue the refund for $immediately and once she received the package she could have either refused it or used the return label to drop the package back in the mail to us at no charge to her.I have tracked the package and see that Ms [redacted] was able to refuse the package yesterday I have refunded the $back to her credit card today and have also issued a $Venus Gift Card in the event that she would like to give Venus another try in the futureAgain, I apologize that we failed to provide anything but an outstanding shopping experience and I sincerely hope that she will shop with us again in the future.If I can be of any further assistance I welcome Ms [redacted] to contact me directly at any of the contact points belowSincerely, [redacted] Venus [redacted] , Inc[redacted]
Thanks for allowing us to respond to Ms***'s additional concerns We will look into her concern about what happened with duties/taxes when she returned items to usWe are not sure if there was a miscommunication between the carrier and us or if there are other factors that lead to the problems she experiencedWe are deeply sorry about this We attempted to attach the document Ms [redacted] requested for both, the original shipment and for the exchanged items, in our original responseSince the one for the original shipment somehow did not come through, we are resending the documentSee attachedWe shipped the merchandise on 2/and the release date on the Customs document is 2/ Thanks again for allowing us to respond to Ms***'s concernsWe hope this resolution is satisfactory
Thank you for allowing me the opportunity to respond to the concerns of Ms [redacted] We appreciate any and all feedback and strive to resolve any issues to our customers satisfaction.After reviewing Ms [redacted] 's account, our records indicate that the $she is referring to was for shipping and handling on the order, not sales tax I have attached a screen shot of her order in our order processing system Currently we only charge sales tax on orders that ship to addresses in the state of [redacted] which is the only state in which Venus Fashion has a physical presence Since her order was shipped to an address in [redacted] we are currently not required to collect sales tax, therefore she was not charged I apologize for any confusion and I have refunded both the initial shipping charge of $and the return label fee of $for a total credit to her card of $11.90.If I can be of further assistance, please do not hesitate to contact me directly via phone or email[redacted] ***Venus Fashion, Inc[redacted]
The client in the complaint did have a fall, which unfortunately is not an uncommon occurrence in an elderly client with the advance stage of disease that he was inHis particular disease makes it difficult to know when he will suddenly have problems with moving and coordinationThe family has admitted to us that he has had falls in the pastWe had an experienced caregiver working with the clientHe placed his hand on a decorative side table and attempted to bear his weight on it, when it brokeThe client's daughter stated that they expected our caregiver to "push or pull" the client to the bed as he fell, rather than attempting to control the fall to the ground, as our caregivers are trained to do The client's daughter called the police to investigate the incidentWe were informed by one of our staff who was there at the time of the police showing up was that they could see no sign of neglect of the client by our caregiverWe had been having ongoing issues with caregivers consistently reporting that they were being asked to push the client to do an excessive amount of exercising and walking beyond the client's capabilitiesIn addition, we asked the family to move some furniture in the home to widen pathways and otherwise make the area more accessible, which they did not doWe understand how difficult it can be to want to help a loved one maintain their abilities when faced with a degenerative disease, so we did our best to assist despite these limitationsAfter the fall, and after the client was back home, we were asked to continue servicesWe obliged, but due to his injuries and state of his disease and the obvious safety risks it posed, we directed our caregivers to not transfer and walk with himOur caregivers are able to toilet and otherwise care for clients who cannot walk safely, but accommodations need to be madeThe client's family did not make these accommodationsAs such, we provided them with a week notice for them to find a new agency (beyond the hour notice in our Service Agreement)In addition, we encouraged them to find another agency as soon as possible as most caregivers that had provided services in this home refused to return (this had happened even prior to this incident) Rather than finding a new agency right away, they continued to use our services for the entirety of the weeksWe had one shift the day before the last shift of the two weeks where we were unable to provide a caregiver because of a lack of staff who were willing to go back to this particular clientThe client's daughter had been informed that this could be a possibility during this week periodAgain, we work hard to provide the best care that we can to our elderly clientsHowever, accidents can and do happenIf a caregiver is being neglectful, we would take full responsibilityHowever, this caregiver was attending directly to the client as he unexpectedly fellShe did not act negligently; therefore it was not an issue that our insurance could resolveWe understand the frustration the family must feel during an injury such as this
Complaint: [redacted] I am rejecting this response because: The company mentions that they incorrectly used the term "late fees" when they should have used the term "interest charges"Again, how does the company know anything about late fees OR interest charges regarding my account if they are unable to access my [redacted] account? They then state that they are refunding me basically out of good will or to help assist with the charges? I should have been refunded regardless whether or not I contacted the Revdex.com once I sent the wrong orders back and/or contacted the business and stated the stated there was producted missing from my orders how why and how is following company policy a measure of "good will" or helping to maintain good customer relations? Regards, [redacted]
February 9, Thank you for giving us the opportunity to respond to Ms***’s complaintWe strive to resolve customer concerns quickly and to the satisfaction of our customersWe truly appreciate the feedback when we fail to do so Ms [redacted] expressed concerns about how our free shipping promotions are advertised and also how merchandise returns affect refunds when the return drops the order total below the qualifying amount for free standard shippingMs [redacted] recommended that we change our guidelines to assess no more than a prorated amountMs [redacted] also communicated her concern about the $prepaid return label fee Upon reviewing Ms***’s order history, we found that she recently returned two items from the order she placed with us on December 27, The total order amount was $133.00, which qualified the order for free standard shippingMs [redacted] returned two items for a total value of $Unfortunately, the return dropped the total order amount below the qualifying free shipping threshold The promotional guidelines are currently disclosed on the order form located in the center of each catalog and also on our website under free shipping detailsThe verbiage states that “if you return items that reduce the sale total to below $100, you will be charged for ground shipping.” The charge is assessed on the order total customers keep or the minimum shipping fee if all items are returned We are so sorry about the confusion and dissatisfaction this has causedIt appears that Ms [redacted] contacted us on February 4, at which time we refunded the $shipping charge previously deducted from her refundWe did not deduct the $charge for our prepaid return label because Ms [redacted] communicated the items were defective We are continuously reviewing promotional guidelines and truly appreciate Ms***’s feedbackWe value any feedback our customers provide us with and will include Ms***’s concerns when we review our guidelines for free shipping promotions We apologize for any inconvenience and hope that this resolves Ms***’s concerns to her satisfaction