Home Instead Senior Care Reviews (%countItem)
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Home Instead Senior Care Rating
Description: HOME HEALTH SERVICES, SHOPPING SERVICE-PERSONAL, PERSONAL SERVICES, SENIOR SPECIALTY SERVICES
Address: 9640 SW Sunshine Ct Ste 400, Beaverton, Oregon, United States, 97005
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My father had just come home from hospital. He needed someone to assist when he got up multiple times in the middle of the night to use the bathroom. He did not need physical assistance, but needed someone in case he was unstable or disoriented. In 2 of the 3 nights we had help the workers feel asleep. On 3rd and final night he became disorinted and went the wrong way and ran into a printer on a small table. Loud crash did not wake worker up. He had quad bypass surgery and falling could have been a disaster. The next day we told them we no longer needed their service and why. We asked we be credited the 2 nights they slept, the 2 day cancellation fee and the cost to replace printer. They have apologized, but nothing else with repeated requests
HI. I am trying to access my account. I had filed a complaint and I wanted to let you know it was resolved
I hired a senior care giver from Home Instead Senior Care for two days for a male friend with dementia visiting from Hawaii. I was required to pay in full, in advance, with a personal check - no credit card allowed. The evening before the second day the friend's wife told me her husband with dementia became stubborn and said he did not want to see anyone the second day because he wanted to stay in bed. I emailed Home Instead Senior Care the night before the second day, and cancelled their service for the second day. I asked for a refund for the second day and was refused. I asked if the care giver would be paid and was told no, that Home Instead Senior Care was simply keeping the money. There was no customer need for that care giver, and either she should have been paid anyway or I should have received a refund. I am asking Revdex.com to contact Home Instead Senior Care and request they give me a refund for the second day, since no services were performed and the care giver was not being paid.
Tell us why here... October 1, 2018
To Whom It May Concern:
Thank you for providing us with this concern. We welcome any grievances and the opportunity to explain and/or resolve issues from our clients, families, staff and the community in which we serve.
In order to be thorough, we want to make sure to touch base on each of the concerns identified in this complaint.
1. Forms of payment: Home Instead Senior Care accepts 3 forms of payment – automatic payment (ACH – Automatic Clearing House payments), Credit Card payments (Visa and Mastercard), and personal checks. According to our investigation, Ms. was offered these options, but chose personal check due to credit card payments being subject to processing fees (in this case the fee would have been $40).
Within the attached Service Agreement and Disclosure Statement, signed by Ms., all 3 forms of payment are identified several times (see highlighted areas).
Typically, we assess a service deposit which is approximately 2 weeks’ worth of service. Due to this client being very short-term (2 days), the entire estimated cost was assessed.
2. Cancellation Policy: The cancellation policy is clearly disclosed within our Service Agreement and Disclosure Statement. The Disclosure Statement also includes the agency’s refund policy.
SERVICE AGREEMENT states:
“I agree to give Provider’s office 48-hours’ notice when I cancel/change scheduled shifts. If I cancel any service without 48-hours’ notice, I understand I will still be charged for the shift(s). Exceptions are made for medical emergencies only. I understand the process for service termination as detailed in the Client Disclosure Statement.”
DISCLOSURE STATEMENT states:
“CLIENT INITIATED TERMINATION
Clients and client representatives may cancel service any time with 48-hours’ notice. If you decide to cancel service with less than 48-hours’ notice, we will charge the normal rate for all scheduled shifts for 48-hours after the time of notice. “
“TO CANCEL SHIFTS, PLEASE GIVE THE OFFICE 48-HOURS NOTICE
If you need to cancel a scheduled shift, please let us know 48-hours before the shift would have started. This gives us enough time to possibly re-assign your caregiver for that day. If you cancel a shift without 48-hours’ notice, you will still be charged for the shift. Exceptions to this rule are made for medical emergencies only. All changes to an existing schedule, which includes a cancelation of a shift or shifts and/or termination of services will only be accepted by speaking to a Home Instead Senior Care staff member by calling our office number at 503-894-8796. Messages left on our telephone system are not an acceptable method for altering/terminating service. Staff members are on duty 24 hours per day to take your call. Canceling any shifts less than 48-hours prior to the start of the scheduled shift will result in those hours being billed at the existing rate. Our dedicated CAREGivers count on the hours they are scheduled to work and last minute cancelations are an economic hardship when we don’t have sufficient time to reschedule our staff.”
“REFUND POLICY
Generally, there are no refunds for services already provided. If a client is unhappy with a CAREGiver performance or any other aspect of the service, they may call the office at 503-894-8796 during normal business hours. Administrative staff will look into the issue to remedy the problem as soon as possible. Refunds will be considered on a case-by-case basis.”
3. Payment of CAREGiver: Upon investigation of the complaint, the CAREGiver scheduled to cover the Sunday shift was paid. Weekend coverage staff’s main job duties are to respond to scheduling issues and call-offs and assure staffing coverages for our current clientele. CAREGivers are considered our most valuable resource, we aim to maintain their income by reassigning them a shift if theirs is cancelled or paying them for shifts that are cancelled last minute, which is the case in this situation.
As shown from the information above and included in this response, Home Instead is following our written Service Agreement and Disclosure Statement that was signed by Ms.. Therefore, no refund for the last day will be issued.
Complaint: ***
I am rejecting this response because:
1. I was not given a copy of the Service Agreement; only one copy was produced by the business manager who handed it to me with the last page up, for my signature. After I signed I expected to be given a copy to read in full, but the signed copy was taken back by the manager.
2. The cancellation was because of a medical emergency for the "patient" who suffers from dementia. A refund is given when a medical emergency is the cause of the cancellation. The medical emergency occurred at 10:00 p.m. the evening before the service day, so a 48-hour cancellation was not possible.
Sincerely
Tell us why here... 10-2-18
To Whom It May Concern:
Thank you again for this complaint and the opportunity to provide clarification and education.
Additional investigation was conducted based upon the complaintant’s rejection of the previous response. As a part of this investigation we have the following findings:
The complainant was provided verbal explanation and instruction on September 27th at the time of the signing of the Service Agreement and Disclosure Statement regarding the cancellation policies, pay types accepted and setting up the service times.
Regarding the definition of a ‘Medical Emergency.’ Google defines a medical emergency as an acute injury or illness that poses an immediate risk to a person's life or long-term health. According to the client’s wife, who was the person who called and cancelled the shifts, the client “was not feeling well and didn’t want to go anywhere and be alone.” This instance would not be defined as a medical emergency.
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.
Sincerely