Home Instead Senior Care

February 9, 2016
Thank you for giving us the opportunity to respond to Ms. [redacted]’s complaint. We strive to resolve customer concerns quickly and to the satisfaction of our customers. We 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 shipping. Ms. [redacted] recommended that we change our guidelines to assess no more than a prorated amount. Ms. [redacted] also communicated her concern about the $6.95 prepaid return label fee.
Upon reviewing Ms. [redacted]’s order history, we found that she recently returned two items from the order she placed with us on December 27, 2015. The total order amount was $133.00, which qualified the order for free standard shipping. Ms. [redacted] returned two items for a total value of $44.00. 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 details. The 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 caused. It appears that Ms. [redacted] contacted us on February 4, 2016 at which time we refunded the $12.95 shipping charge previously deducted from her refund. We did not deduct the $6.95 charge for our prepaid return label because Ms. [redacted] communicated the items were defective.
We are continuously reviewing promotional guidelines and truly appreciate Ms. [redacted]’s feedback. We value any feedback our customers provide us with and will include Ms. [redacted]’s concerns when we review our guidelines for free shipping promotions.
We apologize for any inconvenience and hope that this resolves Ms. [redacted]’s concerns to her satisfaction.

August 5, 2016We appreciate the opportunity to respond to Ms. [redacted]’s concern. We strive to resolve customer concerns quickly and to the satisfaction of our customers. Ms. [redacted] expressed a concern about us changing prices and feels that we don’t refund the full purchase price for items she returned....

We are so sorry that Ms. [redacted] feels that we are not refunding full purchase amounts and are inflating prices by grouping items together as a kit. Upon reviewing Ms. [redacted]’s purchase history for 2016, we found a total of two orders. One swimsuit shipped separately because the tankini top was on backorder at the time. Below is the itemized order history. Order# [redacted] placed on 6/2/16 and shipped on 6/3/16[redacted]   none           HIGH WAIST FULL C         22.000         [redacted]   none           TIED UP BANDEAU           39.000         [redacted]   none           OMBRE MODERATE BO    26.000         [redacted]    none           OMBRE BANDEAU TOP      42.000         Order# [redacted] (backorder) placed on 6/2/16 and shipped on 7/25/16[redacted]          none           TWO PART KIT                                        64.000         [redacted]   none           HIGH WAIST FULL C                        22.000 K       [redacted]    none           FLOWING TANKINI T                       42.000 K       Order# [redacted] placed on 7/7/16 and shipped on 7/7/16[redacted]   none           LOW RISE MODERATE                      21.000         We received a return from Ms. [redacted] on 7/15/16 asking for a merchandise exchange. She returned items [redacted] and [redacted] for a total of $61.00. We were unable to process the exchange and attempted to reach her via phone, but did not hear back from Ms. [redacted]. Since we couldn’t reach Ms. [redacted] to resolve the questions we had in regards to the exchange request, we issued a full refund for both items, which came up to $61.00 on 7/25/16.   The backorder Ms. [redacted] is referring to in her complaint came in and shipped on 7/25/16 at which time $64.00 were charged to her [redacted] credit card. We are not sure if Ms. [redacted] has returned the two items from the backorder. We’ll be happy to issue a full refund if she no longer wants the items. We reached out to Ms. [redacted] and left a couple of messages, but have not yet spoken with her. We would also like to assure Ms. [redacted] that we do not use “kits” to inflate prices. As shown above the total for the “two part kit” is $64.00, which includes the bathing suit bottom ($22.00) and the tankini top ($42.00). The reason for using kits when one or both items of 2 piece bathing suit are on backorder is to ensure that our customers don’t receive incomplete suits. We will certainly process the $64.00 refund if Ms. [redacted] no longer wants to keep the items we shipped to her on July 25th. We apologize for any inconvenience and hope that answers Ms. [redacted]’s questions and resolves her concerns.

Complaint: [redacted]
I am rejecting this response because:I do not accept what Venus has stated. I have had more than the orders mentioned and the orders mentioned were exactly 3 orders and not 2. The order I placed did not have a kit, I ordered 2 separate pieces at 2 different prices. Can they understand English? And the order they are referencing is not the final one which the complaint is about. I 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 doing. They should have received the return today to process my full refund. It is evident no one at this company knows what they are doing or talking about. And as you look at other complaints made by numerous people you will see they are constantly not refunding full amounts to people.
Regards,
[redacted]

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

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 $4.95 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 $4.95 and the return label fee of $6.95 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]

October 18, 2017   Thanks for allowing us to respond to Ms. [redacted]’s concerns. We appreciate the feedback and the opportunity to work on a satisfactory resolution. Ms. [redacted] communicated that the $15.00 off birthday reward she received did not work when she attempted to use it online. When...

she contacted us, one of our customer service agents communicated that she would need to place a $50.00 order before she can use the $15.00 off coupon. We are very sorry about the incorrect information we provided when Ms. [redacted] contacted us. The birthday reward is valid during the birthday month and there is no $ requirement for orders the reward can be applied to. It appears that there was a delay in loading the reward codes in our system, which caused the problem. We are very sorry about the delay and also that our customer service representative provided incorrect information when Ms. [redacted] first contacted us. Ms. [redacted] called back on 10/7 at which time we placed the order and applied the $15.00 discount. We contacted Ms. [redacted] yesterday to ensure she is satisfied and that there aren’t any unresolved concerns. We value Ms. [redacted]’s feedback and hope this resolution is satisfactory.

September 14, 2016   We appreciate the opportunity to respond to Ms. [redacted]’s concern. We strive to resolve customer concerns quickly and to the satisfaction of our customers. Ms. [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 representatives. Ms. [redacted] states she continued to receive catalogs after contacting us twice via phone and after sending us two e-mails. Please allow me to first apologize for the negative customer service experience Ms. [redacted] referenced. We reviewed her account and noticed that we deducted $12.95 for shipping from her most recent return. The shipping fee was assessed because a returned item dropped the order total below the qualifying free shipping amount. We do understand how upsetting this can be and appreciate our customers’ feedback. We have issued a refund of $12.95 for the promotional shipping deduction back to Ms. [redacted]’s credit card ending in [redacted]. The refund should post back to her credit card account within 2 – 3 business days from today. We 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 concern. We are so sorry that Ms. [redacted] received catalogs after contacting us multiple times to request to be removed from our catalog mailing list. We 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 2 -3 more catalogs after the initial request to be removed from our mailing list. We have also contacted our Circulation Department to ensure that her information is permanently suppressed. We apologize for any inconvenience and hope this resolution is satisfactory.

May 24, 2018 Thanks for allowing us to respond to Ms. [redacted]’ concerns. We appreciate the feedback and the opportunity to work on a satisfactory resolution. Ms. [redacted] expressed her concerns about shipping delays for two items she ordered from us. She 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 date. She communicated that our representatives were unable to track the order. Ms. [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 experience. Upon reviewing her account, we show that her package left our facility on May 10th although there was no additional movement until May 17th. We have contacted Ms. [redacted] to verify status of delivery. Ms. [redacted] communicated that the second item was delivered this week.We are so sorry about the shipping delays. We value the feedback Ms. [redacted] provided and would like to assure her that we are taking steps to prevent this type of situation from recurring. We have also issued a $25.00 complimentary Venus e-certificate Ms. [redacted] can use towards a future order. We 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 not satisfactory to me due to the collections agency is still sending me a bill, and my credit score has not been changed 
Regards,
[redacted]

January 17, 2017Thank you for giving us the opportunity to respond to Ms. [redacted]’s concern. It is our goal to resolve all concerns quickly and to everyone’s satisfaction.Ms. [redacted] communicated that she returned an item because it didn’t fit and that we would not issue a refund check. Upon...

reviewing the return notes, it appears that the labels had been cut off when we processed the return. That’s why we initially processed the refund in form of a Venus credit slip instead of processing a refund to the original method of payment, which was Ms. [redacted]’s [redacted] Card ending in [redacted]. Our returns policy states that we will exchange items or issue a refund for merchandise returned to us in new and unused condition as long as items are returned to us within 90 days. Because the tags had been cut off, the item was not in new and unused condition. We do understand how disappointed Ms. [redacted] was when she did not receive a monetary refund and do apologize for the inconvenience. We have since voided the credit slip and issued a refund of $34.00 to Ms. [redacted]’s [redacted] Card ending in [redacted]. The refund should post to Ms. [redacted]’s credit card account within 2 – 3 business days from 1/13/17.We apologize for any inconvenience and hope that this resolves Ms. [redacted]’s concern to her satisfaction.

February 6, 2017   Thanks for sending us Ms. [redacted]’s complaint and allowing us to respond. It is always our goal to resolve customer concerns quickly and to everyone’s satisfaction. Ms. [redacted]s communicated that we advertise a full refund for items returned within 90 days. She feels that...

the $6.95 charge for using our pre-paid return label contradicts the full refund policy that we advertise on our website.    We apologize for the confusion. We do issue a full refund of the merchandise price for items returned within 90 days as long as the items are in new and unused condition. While we do not offer free returns, we have a pre-paid return label customers can use to return merchandise to us. We do not require the use of the label, but instead offer it as a convenience to our customers. I copied the verbiage shown below from our website as reference. Each order also includes an easy to use return label for your convenience. There is a charge of $6.95 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 $6.95 for the label. The instructions for the use of this label are found on the back of the label. You may return the package via [redacted] or [redacted]; there is no need to go to the post office or [redacted] store. You may give the package to your postman or [redacted] driver or you may drop it in a [redacted] drop box or [redacted] mailbox. Peel off and place the pre-paid return label on the package. If 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 package. We have not yet received Ms. [redacted]’s return. Ms. [redacted]s purchased item [redacted] for $36.00. The purchase price of $43.95 Ms. [redacted]s referenced includes the applicable shipping/handling of $7.95, which is not refundable. We 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 courtesy. She should receive both within 7 business days from today. We have also processed a refund of $36.00 to Ms. [redacted]’s [redacted] Card ending in [redacted] today. Depending upon the financial institution, refunds normally post within 3 – 5 business dates from the date they are processed. We value Ms. [redacted]’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 have determined that my complaint has NOT been resolved becaue:

[The conversation mentioned about point of contacted is correct but everything else is not accurate. Mr S[redacted] told us  about the system when we met him in Barabados airport. He stating   he going on  to SVG to promote the system to other customers; we did express interested in having more information about what he had for sales. He told us how he convinced  his company to do business in the Caribbean and he brought Ms. T[redacted] to our home , and introduced her to us  as his driver. Sometime later we get to understand she was the locale contact.   However. he stated by we decided to invest in the solar turbine generator it will him convince his boss. Therefore have made arrangement  to invest in this system with the understanding (which my invoice will reflex) We will deposit 50% ($5000.00) after installation  the balance of $5000.00 will be paid in full. He told us to make the payment through PayPal however I could remember our paypal password. So out of good faith I send my [redacted] Card information thru Mr. Ivan S[redacted]. On June [redacted] 2015 my cc was charged $5000.00 by SunSurfs Solar USA and on the [redacted] June 2015 a charge of $5000.00 was charged again by Sunsurfs. I called SunSurfs Solar USA 800 number only to get a answering machine which I left several messages without any reply then I proceed to called Ivan S[redacted] only to find out that he charged my cc without any prior authorization from us stating he charged card because his company was offering a rebate and he wanted us to take advantage of the offer. On December [redacted] 2015 I made to call again to SunSurfs Solar USA without any live person on the other end again We contacted S[redacted] only to be told he was in Grenada and he will be in the ST. Vincent & the Grenadines (SVG) over the weekend. On the January **, 2016 I got a text from Ivan S[redacted] stating he came in last night which means he was in SVG and he will see us in a day or two. After waiting for more that two weeks and no call, no show , we called Ms. T[redacted], only to be told that [redacted] was in Jamaica.  We  no longer wish to do any further with SunSurfs Solar. USA business we just want our Money refund to us.          
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted] [redacted]

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

January 20, 2016
We appreciate the opportunity to reply to Ms. [redacted]’s response to our initial resolution.
Ms. [redacted] stated that she also included the brown leggings in her return package. She 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 response. The item number is [redacted] from order# [redacted]. We issued a full credit of $22.00 for that item, plus the initial shipping/handling fee of $10.95 to Ms. [redacted]’s [redacted] Card ending in [redacted] on 1/14/16.
We received the lace inset top, which is item# [redacted] on January 15th. The item was from order# [redacted]. The purchase price was $29.00. We issued a refund of $22.05 after deducting the cost for our pre-paid return label. Credit was issued back to the original method of payment, which was Ms. [redacted]’s [redacted] ending in [redacted] We will also issue an additional refund of $6.95 for the pre-paid return label as a customer courtesy today.
Additionally, we refunded the full purchase price of $14.00 for the brown leggings ([redacted]) today, which Ms. [redacted] states she returned as well. The additional credits should appear on Ms. [redacted]’s accounts within 2 – 3 business days.
Thanks again for allowing us to respond to Ms. [redacted]’s concern. We value Ms. [redacted]’s business and hope this resolution is satisfactory.

Revdex.com:
From: [redacted]>Date: Mon, Feb 6, 2017 at 4:15 PMSubject: Re: You have a new message from the Revdex.com of Northeast Florida in regards to your complaint #[redacted].To: Revdex.com

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. 
Regards,
[redacted]I always communicated with the employee that left.  Her name was [redacted], and we had excellent communication via text.  I paid all the bills that I received from [redacted].  When I didn't receive any bill in December, I called the office to talk to [redacted].  I was told that she was on medical leave.  In January, [redacted] called and told that [redacted] had left  under bad circumstances and had erased phone numbers and bills.  By phone, we tried to review what I had paid.  [redacted] sounded desperate and wanted the money that she felt I owed her without sending me -- any of the bills to justify the payments.  She implied that she would not pay our driver if we didn't send the money as soon as possible.  I agreed to send her the check for $ 2,091.01 without the bills.  (She tried to text me numbers that weren't verified.)  I paid her the $ 2,091.01 ASAP, then she agreed to send me back copies of the bills for November through January, and  send me a letter letting the caregiver work for me.  I have not received any bills or invoices for the $ 2,091.01 or the release letter for [redacted] -- the driver/caregiver.I have received an additional bill for $ 250.93If this company will send me -- the invoices for November through January and the release letter (as promised) -- I will pay the last bill.  As of present, I have paid her $ 2,091.01 -- WITHOUT ANY BILL.  I feel that she is threatening my family member by stating that she will contact his assisted living home.  I feel that says what type of company that I have been dealing with.  This person is not my husband , I am simply caring for him..If she tries to have my family member evicted or tries to ruin my credit -- what are the ramifications? Thank you, [redacted]

Home Instead has been a source of great comfort to me in providing care to my wife. The caregivers have assisted us with doctor visits, errands, and light house keeping. I would recommend them in general and our caregiver Martha in particular. She has been thoughtful , kind, and patient with both of us ( not an easy task). And we very much appreciate it.

Mr. [redacted],The tornado that struck [redacted] the night November 30th was shocking to say the least.  The damage done to your home and the others around was unlike any we have seen before in this area.  We where very pleased to meet you just a day...

later and you told us of the personal stresses you were going through and how the added stress of this occurrence was more than you could bear.  Our two customer reps John and George called me and said we needed to do whatever we could to help you out.  They told me that we needed to relieve your stress and burdens and restore your home to a better condition than it was before the storm.  John and George said that the right thing to do was to give you a better roof than you had, to do it right away, and accept whatever insurance paid even though they knew it would be less than what we would give.  I agreed.We installed your new roof just a few days later on December 6th, long before you received any funds from your insurance company.  All we asked of you is that you would tell your neighbors about us and that we were there ready to work.  You thanked us for our efforts and told us you were extremely pleased.We did receive the payment from you for$17,323.86 that was provided by [redacted] on December 28 and we thank you for that.  You still seamed very pleased with the work we had done on your home and with the extra $5000 you were able to assist you in getting from [redacted] for the patio furniture that had a few marks on it.Then on January 4th when I received the call from your wife stating she wanted all the money back since she did not like the roof color or style I was shocked and didn't know what to say.  You followed up with an e-mail stating that you spoke with "someone" and that they felt the roof should cost at least $1000 less.  I have attached the invoice again here showing that the value of the work we did on your roof and exterior is $19,956.57.  And we happy to stand by the agreement that we made with you that we would do this work for whatever insurance paid.We are sorry that you now feel you should get some money back.  As I told you all ready, I will review your file if you can provide me estimates from other contractors in the area who are licensed in SC as we are, and have their roofing permits in [redacted] county as we do.  We are proud that we were one of the first companies to assist homeowners in the [redacted] area to restore their homes and make them whole again.John H[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 in. His particular disease makes it difficult to know when he will suddenly have problems with moving and coordination. The family has admitted to us that he has had falls in the past. We had an experienced caregiver working with the client. He placed his hand on a decorative side table and attempted to bear his weight on it, when it broke. The 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 incident. We 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 caregiver. We 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 capabilities. In 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 do. We 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 limitations. After the fall, and after the client was back home, we were asked to continue services. We 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 him. Our caregivers are able to toilet and otherwise care for clients who cannot walk safely, but accommodations need to be made. The client's family did not make these accommodations. As such, we provided them with a 2 week notice for them to find a new agency (beyond the 24 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 2 weeks. We 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 client. The client's daughter had been informed that this could be a possibility during this 2 week period. Again, we work hard to provide the best care that we can to our elderly clients. However, accidents can and do happen. If a caregiver is being neglectful, we would take full responsibility. However, this caregiver was attending directly to the client as he unexpectedly fell. She did not act negligently; therefore it was not an issue that our insurance could resolve. We understand the frustration the family must feel during an injury such as this.

To whom it concerns, I have responded with a personal letter to the offended party, along with the return of $50 she was due.  Much of this disagreement can be chalked up to a misunderstanding, and poor communications.  I did not want to fan the flames of her discontent,, but my staff...

did make it known to me that on several matters, they attempted to get back to her on some of the matters she identified, left voice messages, and were not responded to.  For your benefit, I have attached a scanned copy of the letter that is being sent out today to her.  She telephoned our office today and indicated that she did NOT want to come to our office to pick up her check, but rather wanted it mailed to her. Feel free to contact me if you desire or require more information related to this matter.Thank you, David.