2nd Family Reviews (%countItem)
2nd Family Rating
Address: 1532 Liberty Road. Suite 105, Sykesville, Maryland, United States, 21784
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2nd Family Home Health Services charged me for services that should not be charged.
I was under agreement with 2nd Family Home Health Services in accordance with the signed contract to receive services for my mother who has progressive form of Dementia from 11AM - 6PM on Tues and Thursday. I was contacted by text and not a phone call from Nikki *** at 10:42 to be advised the caregiver had a last minute emergency and they were working to get another caregiver soon as possible given the fact someone needed to
be there at 11:00. Someone arrived at 11:25 and only because I called my home to speak to them did I find out they would only be there until 1:00PM. This information was not communicated to
me from Nkki. Furthermore, I never received a call from 2nd Family as to whome would be there once that person left. After the fact, only to discover no one else ever came and my mom (with dementia) was there by herself for over 3 1/2 hours. I did receive a text from Nikki if my would oppose a male care giver. I responded to her advising I would oppose given 1) the nature of her diagnosis and 2) I communicated that to 2nd Family prior to my obtaining services. I called Nikki to express my dissatisfaction and requested to speak to someone on a higher level given the critical safety measurements that were present of leaving a dementia patient unattended for such a lengthy amount of time. As there is a 4 hour min (per contract agreement), I definitely DO NOT expect to pay for any services for that day. My mom was in a very disoriented state when I arrived home from work (another factor). This clearly has affected her. I requested several times to speak to Nikki's manager. She advised me she communicated my request to them several times. I have not received and heard from them yet.
Given the state of condition my mother was put in and lack of empathy from 2nd Family Home Health Care, it is clear that this company did not have the safety and best interest of my mother of interest. I signed a contract with expectations of the hours of receiving care from 11AM to 6PM. 2nd Family did not meet the agreement and also put my mother's safety and health condition in jeopardy. I'm requesting for a refund of $45.09.
We are sorry to learn of your displeasure with our level service. It is always our main goal to treat our clients as an extension of our own family, which is why we named our company 2nd Family. The fact that you feel you received a level of service that doesn't meet that standard is of concern to us.
On the morning in question, we had on you the schedule for an 11am to 6pm shift. At 10:40am our caregiver notified the office that she would not be able to make her shift due to having a migraine. Nikki, the RN in charge of managing the care for your mom, reached out to alert you that the caregiver was sick and would not make it, but that we would get someone there ASAP. We immediately sent our on-call caregiver, who was able to arrive by 11:25am, but only available until 1pm. During that time, we worked on finding someone who could work the remainder of the shift with your mom. We were able to find another caregiver, but he happened to be a male caregiver. Nikki alerted you to the fact that we found a replacement, but he was a male, which you indicated would not be acceptable. Unfortunately, that male caregiver was the only available option for us to offer your mom after making phone calls for 2 hours trying to find another option.
Again, we are sorry that you received a level of care that wasn't as expected. Unfortunately, while rare, illnesses do occur at the last minute, and we devoted all of our resources that morning to ensuring that your mom didn't go without care that day. If a male caregiver could have been tolerated as a last-resort, then we could have provided the rest of the shift for you.
Upon learning of your request to not pay for any care received on March 1st, we refunded the amount charged and emailed you a copy of the credit. We also reached out via email to schedule a phone call to discuss the issues at hand, but did not receive a response from you. Both of these activities took place prior to receiving notification of this complaint to the Revdex.com.
Please accept our apologies for not delivering the level of care which was expected, and we hope to have the opportunity to discuss your concerns over the phone at some point.
(The consumer indicated he/she ACCEPTED the response from the business.)
The company was responsive to my request and provided a credit for the service on that day. They also requested to discuss.