Comfort Keepers

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.] Regards, [redacted] ***

We are very sorry for Ms***’ experience We take concerns very seriously and work hard to learn from and improve from every concern that is expressedWe had the great honor of serving Ms***’ father’s personal care needs As Ms [redacted] states, there was some initial miscommunication on our part regarding her father’s schedule and care goals We worked closely with Ms***’ siblings on those issues during the week of February and it was our understanding that those concerns were addressed promptly and to the satisfaction of the family We cared for Ms***’ father with compassion and skill through his final date of service on Friday 2/ No further concerns were expressed by the family at that timeOn the evening of Sunday, 2/14, a clerical error led to Ms [redacted] receiving a call from our Scheduling Department informing her that there had been a call out by one of our caregivers and that we would work to find a replacement This was our mistake, as Ms***’ father’s services had ended on Friday, 2/12, and no call should have been placedMs [redacted] called on Monday, 2/and was very upset by the phone call from the day before I spoke with her and offered my sincere apologies, explained what happened, and asked how I could help make it right for her Ms [redacted] asked me to stop apologizing, stated that there was nothing I could do, and that she planned to file as many complaints against Comfort Keepers as she could (including the Revdex.com) I told Ms [redacted] that I would be happy to talk to her at any point if she wished to discuss her concerns any further and thanked her for bringing her concerns to light

It was such a wonderful experience to have Comfort Keepers in our lives during such a difficult timeI will never forget the loving care that Comfort Keepers provided for my MomAll the caregivers were respectful, kind and professionalI highly recommend Comfort Keepers of Flemington, New Jersey to any family in need of in-home care services

Thank you to all the staff at Comfort Keepers, I needed help for my husband while I worked Healthcare worker was caring and knowledgeable I'm so happy that I located this agency, I was told it was the best and is

Care from "Comfort Keepers" was arranged by the VA after a short hospital stay for my Father in-lawThe experience our family has had with this business had nothing to do with comfortWhen I called the owner, [redacted] , she was more interested in her own liability than the safety of my father in-lawShe told me to call DCF and the VA to settle our complaints, so I did

States their mission is "we care for each client with the respect and dignity we would provide members of our own families." Yet this franchise is impersonal, unprofessional, uncaring, and unorganized Everything from administrator communication to invoice errors to "made up" policies/regulations after 6months of a client I received a discharge notice effectively despite the signed contract I will be filing an itemized complaint how they failed to meet their own contract I only spoke to the director until I signed Everything else was an email from a secretary who was unorganized and incapable of communicating what is necessary They would find "holes" in their process then require me to do work requesting me to do unethical work They were partnered with other home health care agencies/services who will never refer this franchise or Comfort Keepers Families need and expect personal touch Their staff (other than the RN) never even knew my Mom's first name It was obvious, the client's care was last on their list They left an year old, final stage Alz patient w/zero notice and absolutely no communication other than a note written by and administrator That is abominal and hope this review prevents others - esp senior client's and spouse from being taken advantage of by greed and laziness

franchise owner gave less than hour notice that business was sold & will no longer care for my mother effective immediately Account under my name [redacted] for the elderly care of my mother by franchise owner of Comfort Keepers Robert R

I am writing you to let you know that we are in receipt of your letter regarding the above mentioned complaint. I have spoken with the customer [redacted] who had contacted the BBB in the first place. In talking with [redacted] we have agreed to 2 separate credits to go back to his credit... card. One of his credits will be in the amount of $71.00 for the invoice that [redacted] is disputing & the other credit will be for $117.60 which is the remainder of this deposit that he had with Comfort Keepers.

Comfort Keepers in Indianapolis is on of the worst home care agencies I have ever dealt withThey are not able to staff casesThe office staff is rude to client and employeesThe employees are underpaid and pay checks are often messed upThey will treat your loved ones very rude especially if they do not have anyone to advocate for them

We are very sorry for Ms***’ experience. We take concerns very seriously and work hard to learn from and improve from every concern that is expressedWe had the great honor of
serving Ms***’ father’s personal care needs. As Ms*** states, there was some initial miscommunication on our part regarding her father’s schedule and care goals. We worked closely with Ms***’ siblings on those issues during the week of February and it was our understanding that those concerns were addressed promptly and to the satisfaction of the family. We cared for Ms***’ father with compassion and skill through his final date of service on Friday 2/12. No further concerns were expressed by the family at that timeOn the evening of Sunday, 2/14, a clerical error led to Ms*** receiving a call from our Scheduling Department informing her that there had been a call out by one of our caregivers and that we would work to find a replacement. This was our mistake, as Ms***’ father’s services had ended on Friday, 2/12, and no call should have been placedMs*** called on Monday, 2/and was very upset by the phone call from the day before. I spoke with her and offered my sincere apologies, explained what happened, and asked how I could help make it right for her. Ms*** asked me to stop apologizing, stated that there was nothing I could do, and that she planned to file as many complaints against Comfort Keepers as she could (including the Revdex.com). I told Ms*** that I would be happy to talk to her at any point if she wished to discuss her concerns any further and thanked her for bringing her concerns to light

DO NOT USE THESE PEOPLEC!!!! A very poorly ran companyMy year old invalid mother is suppose to have them care for her hours on Tuesdays and hours on ThursdayThey have not shown numerous times leaving us in a bind to cover her careShe cannot talk, feed herself or do anything for herselfComfort keepers agreed to provide care for the above timesLast week after numerous no shows they did not come on Tuesday, I called them they just said they had noone to comeKim from company told me on Wednesday last week that caregiver would be there on Thursday for my mom and make up Tuesdays missed day on Friday, she did come Thursday but never showed for FridayThis Monday I again called Kim and she said they had noone to come and had not been able to reach aide they had assigned to help my momYesterday I spoke with Kim again and she told me they had a replacement person to help ThursdayKim called me about minutes ago to say they have noone to help again tomorrowI have cancelled their companyDO NOT USE THESE PEOPLE!!!!!!

Initial Business Response /* (1000, 8, 2014/08/25) */
Client's son, who is not on the contract, has reversed charges originally providedOur company was fore warned by the case manager at Kaiser about the son's behaviorRight on cue, after the second night of services it began
Our care
giver had a flat tire on the road and was about an hour late
The son started calling incessantly about replacing the caregiver the next morning
An investigation has provided a plethera of informationThe case manager never turned off her phoneThere may have been an issue with the phone company AT&T, which has happened to us in the pastUnfortunately, there is not another phone company in the areaThis however does not excuse the son's behavior towards my staff
The son was very inappropriate with our care giver by using inappropriate terms to the point she did not want to returnWhile trying to restaff the case, he was so abusive to my staff that it was decided to discharge the case
At this point, we are only seeking to be paid for the evenings we were present and early termination feeFailure to pay the invoice provided to him will result in collections actions from our attorney and a call to adult protective services

With all due respect, there are many cumulative reasons for our dissatisfaction with Comfort Keepers and it involves everyone who was involved with my mothers care: the management, the schedulers, the caregivers, and the care coordinator
To begin with, I hired Comfort Keepers to care for my year old mother who is basically bed ridden but can walk with assistanceThey were hired to come days a week hours a dayTheir rate of pay is on the high side but we did not quibble about priceWe felt it was worth the extra few dollars an hour for what we thought would be excellent careNot soWhat a disappointment!
This was the first time we were dealing with an agency but now that I have another agency caring for my mother I feel I am in a better position to make a comparison and I might add we are paying less per hour
If I counted correctly my mother had a total of different care givers caring for herThis is far too manyPresently, with this new agency we have care givers; regulars and one relief personWhat a difference! This is so much easier on my mother and I might add that the caliber of service is excellent! With Comfort Keepers we got the feeling they just wanted to make sure the shift was covered not thinking about the effect so many care givers would have on my motherMy mother is not good with remembering names much less having to deal with so many different people on a daily basisTotally unnecessary and just bad scheduling
I posted notes all over the house as remindersWhat we discovered is that some of the care givers just did not take the time to read the notes as I will explain
For example: It was the hottest day of the year and because instructions were not followed when I went to visit my mother at 12:pmthe thermostat read degrees but the central A/C was onMy mother was in bed sweating and I looked out the window and sure enough the back door that was suppose to be open for ventilation was closed and all the heat was going directly into my mother's roomI went into the living room and the sliding door instead of only being opened ftso the cat could go in and out was completely openThe house felt like an oven! It took hours until 6:pmthat evening for the temperature to get down to degreesI called the company and told them never to send that care giver back
Another time, my mother needed to be sponged bathed and the care giver brought some water that was not even warm, hands my mother a wash cloth and says, "Here, wash yourself." My mother answered back with, "Then what do I need you for." Needless to say, I called the company and told them never to send her back
On another occasion, the instructions are to leave the front door unlocked because if my mother has company they can just walk inAt night the care givers are instructed to lock all the doorsOne day my mother was having out of town visitors and when they arrived both the front door and back door were locked
They called my mother from their cell to let her know the situation and she told them to wait she would get someone to open the doorShe tired to call me but she got my voice mailLong story short, don't ask me how somehow she managed to get from her bed room to the front door to open it for her friendsShe could have fallen and caused serious damage to herself! The reason why we hired Comfort Keepers is because my mother had a serious fallThis time I told the care giver about the door not being opened and she said she thought it was open and apologizedI explained that my mother could have fallen and that in the future she was to double check that the front door was unlocked during the dayJust another mistake that could have been very costly in more ways then one
Worst of all is that the company sent another new person without so much as a phone callThe bottom line is that my mother woke up only to find an absolute total stranger in her bedroom! How would you like to have a total stranger just walk into your home? This is totally unacceptable! What company would send out yet another new person and not even inform the client? Unbelievable!
Also, something so basic and so important was no being followed properlyComfort Keepers has a daily log book and everyday before the end of the shift each care giver has to write down details about how my mother was feeling, what she ate, etcWhen they ran out of forms rather than getting more forms they simply used my personal spiral note book that I had on the table for me to write notes onSo unprofessional! In addition, I received a letter from the insurance company stating that they could not process the claim because the boxes on the forms were not checked offThis is vital because it not only delayed the process of the claim but also delayed our being reimbursedSome of the care givers could not even do basic paperwork correctly! I might ad that most of their hand writing was almost unreadable as well
Trust me, there are so many more unfavorable comments and experiences that we had with Comfort Keepers but time and space does not allowIf you are considering having an agency care for you or your loved one I would not hire a service that charges less than $an hour and in all good conscience because of the foregoing I could NEVER refer Comfort KeepersI can not begin to tell you how disappointed I am with their service but more importantly I feel my mother was denied having the very best of service
On a final note, after I canceled Comfort Keepers service it took many phone calls and days for them to finally pick up their log bookThat book is "Gold!" It is their Bible! It has all of my mother's records in it not to mention that the insurance company needs the information to continue to process the claimThis is just another example of how Comfort Keepers conducts business

Comfort Keepers apologizes for any misconceptions and inconveniences caused to MsYoungIt is always our intention to provide quality care to all of our customers and clientsWe strive to fulfill the needs and wants of all our clients, as well as our caregiversWhen a client asks for
a caregiver to be taken off their case, we fulfill that request and must therefore send a new caregiverLikewise, when a caregiver asks to be taken off a case, we fulfill that request as wellSome caregivers see more than one client during the week, and scheduling can sometimes be analogous to putting a puzzle togetherWe take thefts very seriously and remedy these situations as soon as they are reportedOnce again, we apologize for any misunderstandings, and we appreciate the business of all our customers and clients Thank you, Lacey *** Billing and Payroll Officer lacey***@comfortkeepers.com P: (317) ***-*** F: (317) 780-

We are very sorry for Ms***’ experience. We take concerns very seriously and work hard to learn from and improve from every concern that is expressedWe had the great honor of serving Ms***’ father’s personal care needs. As Ms*** states, there was some initial
miscommunication on our part regarding her father’s schedule and care goals. We worked closely with Ms***’ siblings on those issues during the week of February and it was our understanding that those concerns were addressed promptly and to the satisfaction of the family. We cared for Ms***’ father with compassion and skill through his final date of service on Friday 2/12. No further concerns were expressed by the family at that timeOn the evening of Sunday, 2/14, a clerical error led to Ms*** receiving a call from our Scheduling Department informing her that there had been a call out by one of our caregivers and that we would work to find a replacement. This was our mistake, as Ms***’ father’s services had ended on Friday, 2/12, and no call should have been placedMs*** called on Monday, 2/and was very upset by the phone call from the day before. I spoke with her and offered my sincere apologies, explained what happened, and asked how I could help make it right for her. Ms*** asked me to stop apologizing, stated that there was nothing I could do, and that she planned to file as many complaints against Comfort Keepers as she could (including the Revdex.com). I told Ms*** that I would be happy to talk to her at any point if she wished to discuss her concerns any further and thanked her for bringing her concerns to light

franchise owner gave less than hour notice that business was sold & will no longer care for my mother effective immediately
Account under my name *** for the elderly care of my mother by franchise owner of Comfort Keepers Robert R

Comfort Keepers have been coming in for hours each day to help my dad take care of my mom who has dementia They work hard and are always willing to help with whatever is needed There are three people who help out on a rotating basis so we know that someone will always be available The caregivers are employees of Comfort Keepers, which is a big advantage over the companies that use independent contractors instead of employees

We are very sorry for Ms. [redacted]’ experience.  We take concerns very seriously and work hard to learn from and improve from every concern that is expressed. We had the great honor of serving Ms. [redacted]’ father’s personal care needs.  As Ms. [redacted] states, there was some initial...

miscommunication on our part regarding her father’s schedule and care goals.  We worked closely with Ms. [redacted]’ siblings on those issues during the week of February 8 and it was our understanding that those concerns were addressed promptly and to the satisfaction of the family.  We cared for Ms. [redacted]’ father with compassion and skill through his final date of service on Friday 2/12.  No further concerns were expressed by the family at that time. On the evening of Sunday, 2/14, a clerical error led to Ms. [redacted] receiving a call from our Scheduling Department informing her that there had been a call out by one of our caregivers and that we would work to find a replacement.  This was our mistake, as Ms. [redacted]’ father’s services had ended on Friday, 2/12, and no call should have been placed. Ms. [redacted] called on Monday, 2/15 and was very upset by the phone call from the day before.  I spoke with her and offered my sincere apologies, explained what happened, and asked how I could help make it right for her.  Ms. [redacted] asked me to stop apologizing, stated that there was nothing I could do, and that she planned to file as many complaints against Comfort Keepers as she could (including the Revdex.com).  I told Ms. [redacted] that I would be happy to talk to her at any point if she wished to discuss her concerns any further and thanked her for bringing her concerns to light.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Thank you to all the staff at Comfort Keepers, I needed help for my husband
while I worked. Healthcare worker was caring and knowledgeable. I'm so
happy that I located this agency, I was told it was the best and is.