Home Instead Senior Care

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 Sincerely, [redacted]

On Friday evening, December 18, my mother fell and broke her shoulder - a week before her 90th birthdayThe next day - Saturday - and also the weekend before Christmas - we reached out to Home Instead in a moment of desperationMy mother's primary care giver was leaving for the holidays and Mom needed round-the-clock care in her home...immediately [redacted] with Home Instead's Charlotte office jumped into action and arranged 24-hour care within hours of my callShe prepared the paperwork for us to sign and everything was in place for the care givers to start on Sunday [redacted] took care of everything for us and put our minds at ease at a stressful and hectic time All of the care givers were fantasticThey were professional, prompt and courteous, but most importantly - expressed a genuine interest in my mother's comfort and well-beingThey all brought a ray of sunshine to our family at an otherwise difficult time I cannot thank the team at Home Instead enough for what they did for my mother and the rest of my familyI would recommend them highly

Complaint: [redacted] I am rejecting this response because:I do not accept what Venus has statedI have had more than the orders mentioned and the orders mentioned were exactly orders and not The order I placed did not have a kit, I ordered separate pieces at different pricesCan they understand English? And the order they are referencing is not the final one which the complaint is aboutI do not wish to speak to the company any further as I have done on numerous occasions because they just give me the run around which they are still doingThey should have received the return today to process my full refundIt is evident no one at this company knows what they are doing or talking aboutAnd as you look at other complaints made by numerous people you will see they are constantly not refunding full amounts to people Regards, [redacted] ***

I previously filed a complaint about negligence, slander and breach of contract by this companyMy latest issue with them is that they haven't mailed us the last invoice for their last few days of serviceI should have received the bill by November 11th or 12thI left a message for their office manager Mark on 10/and 11/I have never heard back from MarkI also sent Derek [redacted] an email on 11/asking for him to please look into the last invoiceDerek never respondedWhen I called on 11/the phone just rang and no one answeredI had to call a second time and get a directory from a recording to leave a message for their office managerThe company charges interest on late payments but ithid company refuses to act professional and run their business above board.TranslateDesired Resolution / OutcomeDesired Resolution:Contact by the businessselectDesired Outcome:Send me the final invoice or if the company is going to waive the monies we owe them have the decency to let us, the client, know their intentionsTheir continued lack of professionalism is outrageousSomeone should seriously look into their business practices

March 8, Thank you for giving us the opportunity to respond to Mr./Ms [redacted] ’s concernWe strive to resolve customer concerns quickly and to everyone’s satisfactionThe customer expressed concerns that an order was cancelled less than hours after it was placed, but that we never sent anything to the credit card company asking them to refund the moneyUpon reviewing the account, we found that the order was placed on February 12th, The total order amount, including shipping/handling, was $***We cancelled the order after we received a cancellation request via e-mailBanks and credit card companies place a hold on funds at the time of the transactionThe funds are placed on hold until the order ships at which time the authorization is finalized and the charge is put throughIn the event a transaction is cancelled the hold for the authorized amount is normally released within a few days after the order/transaction has been cancelledBecause the order was cancelled, we didn’t receive payment and there is no refund dueThe temporary hold of the funds is normally released within just a few days after the cancellation date since an actual charge is not processed, but the time frame depends on the bank or credit card companyWe contacted our Credit Card Services Department to help expedite the process and determine why the authorization has not yet dropped off, so Mr./Ms [redacted] has access to the moneyThe credit card company communicated to us that they need to speak to their customerThey did share that it sometimes takes up to days before an authorization falls offWe are so sorry that the authorization hold has not yet dropped offBased on what the credit card company communicated to us, the temporary hold should fall off soon, if it hasn’t alreadyWe value Mr./Ms [redacted] ’s business and hope this resolution is satisfactory

September 14, We appreciate the opportunity to respond to Ms [redacted] ’s concernWe strive to resolve customer concerns quickly and to the satisfaction of our customersMs [redacted] communicated that she requested to be removed from our catalog mailing list because she had a negative experience with one of our customer service representativesMs [redacted] states she continued to receive catalogs after contacting us twice via phone and after sending us two e-mailsPlease allow me to first apologize for the negative customer service experience Ms [redacted] referencedWe reviewed her account and noticed that we deducted $for shipping from her most recent returnThe shipping fee was assessed because a returned item dropped the order total below the qualifying free shipping amountWe do understand how upsetting this can be and appreciate our customers’ feedbackWe have issued a refund of $for the promotional shipping deduction back to Ms [redacted] ’s credit card ending in ***The refund should post back to her credit card account within – business days from todayWe would also like to thank Ms [redacted] for noting the name of the representative in her complaint and want to assure her that we will address her concernWe are so sorry that Ms [redacted] received catalogs after contacting us multiple times to request to be removed from our catalog mailing listWe verified that Ms [redacted] ’s request was processed in June Because our catalog mailing lists are pulled months prior to the mailing dates, there is a possibility that customers receive -more catalogs after the initial request to be removed from our mailing listWe have also contacted our Circulation Department to ensure that her information is permanently suppressedWe apologize for any inconvenience and hope this resolution is satisfactory

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 Regards, [redacted]

January 20, We appreciate the opportunity to reply to Ms***’s response to our initial resolution Ms [redacted] stated that she also included the brown leggings in her return packageShe also stated that she returned a grey draped surplice top and a lace inset top The refund for the grey surplice top was issued as part of our initial responseThe item number is [redacted] from order# [redacted] We issued a full credit of $for that item, plus the initial shipping/handling fee of $to Ms***’s [redacted] Card ending in [redacted] on 1/14/ We received the lace inset top, which is item# [redacted] on January 15thThe item was from order# [redacted] The purchase price was $We issued a refund of $after deducting the cost for our pre-paid return labelCredit was issued back to the original method of payment, which was Ms***’s [redacted] ending in [redacted] We will also issue an additional refund of $for the pre-paid return label as a customer courtesy today Additionally, we refunded the full purchase price of $for the brown leggings (***) today, which Ms [redacted] states she returned as wellThe additional credits should appear on Ms***’s accounts within – business days Thanks again for allowing us to respond to Ms***’s concernWe value Ms***’s business and hope this resolution is satisfactory

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. Regards, [redacted] ***

I am rejecting this response because: I know that I also sent back the brown leggings, and they should of gotten them tooThere was also a grey draped surplice top that I sentback and again they should of gotten it tooI called about a lace inset top that I got which was damagedI told the guy on the phone that I wanted another sweater in it's placeand he said that I can not do thatI returned that shirt tooI think that someone in shipping dropped the ball on my returns and either never added them into the system orjust misplaced themI have been working with this company for a long time, and I have never waited this long on returns Regards, [redacted] ***

Revdex.com: From: [redacted] >Date: Mon, Feb 6, at 4:PMSubject: Re: You have a new message from the Revdex.com of Northeast Florida in regards to your complaint # [redacted] .To: Revdex.com < [redacted] I am satisfied with the responseThank you[redacted]

May 24, Thanks for allowing us to respond to Ms [redacted] ’ concernsWe appreciate the feedback and the opportunity to work on a satisfactory resolutionMs [redacted] expressed her concerns about shipping delays for two items she ordered from usShe received one of the backordered items but is disappointed that the other item was not expected to ship out until 5/25, which is about a month later than the original dateShe communicated that our representatives were unable to track the orderMs [redacted] requested a full refund for both items if the second item is not delivered by 5/21.We understand the change in backorder dates was very disappointing and not a good shopping experienceUpon reviewing her account, we show that her package left our facility on May 10th although there was no additional movement until May 17thWe have contacted Ms [redacted] to verify status of deliveryMs [redacted] communicated that the second item was delivered this week.We are so sorry about the shipping delaysWe value the feedback Ms [redacted] provided and would like to assure her that we are taking steps to prevent this type of situation from recurringWe have also issued a $complimentary Venus e-certificate Ms [redacted] can use towards a future orderWe appreciate the opportunity to work on Ms [redacted] ’ concerns and hope this resolution is satisfactory

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 Regards, [redacted] ***

We have taken back this rug countless times because the customer has not been happy with the resultWe have done everything possible to salvage this rug after it had been left for more than year in the client's backyard enduring the outside weather. We feel we have been more than fair

I accept this response with the following comments I would like to know if I need to open up another Revdex.com complaint against the credit card company
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[I have moved forward with my promise to take my complaint to NYS Attorney General Office
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** * *** ***

Our position remains the same as previously stated

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

The employee who reported to work with an undisclosed injury to her ankle that prevented her from completing the full range of her job duties was terminated for failure to abide by company policyThe client was not billed for the two shifts in question, and in
response to the expressed dissatisfaction of the client's family, the day notice requirement for cancelation of services was waived. Our employees are required to clock in and out of their shifts using a telephonic time card system which logs the time and location of the employee if using a cell phone in lieu of a client's landline. Shift clock times are rounded to the nearest quarter hourThe client was asked to produce any documentation which contradicted the electronic time recordsFurther, a request was made to Elizabeth Residence Director to furnish Home Instead with any documentation relating to errors or inaccuracies in time card records. To date, no materials have been provided to Home Instead by either the Client's family or the Residence Staff. The Doctor mandated care referenced in the complaint consisted of encouraging the client to eat a peanut butter and jelly sandwich in the evening prior to going to bed as a dietary means of influencing blood sugar levels. Caregivers are able to encourage but cannot forcibly compel a client to consume food, drink, or medication. This dispute has been resolved to the satisfaction of Home Instead Senior Care as on May 24th, 2017 we received payment in full for the outstanding $1973.28. Below is a copy of the correspondence between the Client's representative and the Company prior to the filing of the complaint. Mr***, Thank you for forwarding your email *** and I have made the previously discussed corrections to the outstanding invoice you requested as well as crediting the account for $representing the cost of the shifts on 4/22/and 4/23/from 2:00pm to 8:00pm assigned to a ficaregiver with which you expressed dissatisfaction. In addition, as a courtesy to you we waived the 10-day notice requirement for cancelation of services upon receipt of your notice on 4/27/17, representing a credit to you of $1,of forgone services to which you were otherwise contractually obligated. This offer was made in good faith that payment of the remaining balance would be made This is all the consideration I am able to give. The remaining balance of $1,on your statement represents a bill for services rendered. Please pay the outstanding invoice in full by 5/31/17. After 5/31/any remaining outstanding balance will begin to accrue interest as outlined in the service agreement executed by *** *** on 7/14/16. In addition, please understand that the executed service agreement also stipulates that the customer shall be liable for any collection costs or attorney fees incurred in collecting delinquent amounts owed to Home Instead Senior Care. If we need to take legal collection action we will also seek recovery of the $1,penalty amount we are due for your failure to provide the required 10-day cancellation notice Sincerely,

August 14, Thank you for giving us the opportunity to respond to Ms***s’ concernsIt is always our goal to resolve customer concerns quickly and to everyone’s satisfactionMs***s communicated that she returned a bikini top for her *** in the same package with three
other items from an order she placed with us. She also communicated that we confirmed receipt, but are now unable to locate the itemMs***s stated that she requested to speak with a *** and our employee refused to escalate her concern to a ***/***We apologize for all the problems with the return of the bikini topWe are also very sorry about the service problems Ms***s experienced and would like to assure Ms***s that we are addressing these issuesWe reviewed Ms***s’ order history with us and were unable to locate her ***’s order under Ms***s’ accountWe have also checked all orders Ms***s placed with us using her credit card ending in *** and found no record of her ***’s orderIt appears that the order is on her ***’s account and that a different credit card was used as a method of payment for that orderWe have reached out to Ms***s and requested her ***’s informationOnce we receive the information, we can either validate that the credit for the bikini top has been issued or process the credit if it has not yet been taken care ofWe would like to assure Ms***s that we don’t need an invoice or order numberIf Ms***s could provide us with her ***’s name/postal code, e-mail, and phone number it would help us locate the accountWe appreciate all of her assistance with this! If Ms***s prefers e-mail, she can e-mail the information directly to me at *** Thanks again for allowing us to work on resolving Ms***s’ concerns