Senior Helpers

The refund amount identified under complaint # [redacted] has been processed Check # [redacted] in the amount of $was issued and mailed today to the following name and address: [redacted] ***Please let me know if further action is neededThank you! Edith P***Business Manager

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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] ***

Senior Helpers did not have any wrong doing hereWe had appropriate personnel work with the client, on a hour, day a week basis, so this did require multiple caregiversOur caregivers stole nothing and did not drop her mom and of course we did feed her when she would eatShe was at end of
lifeThe contract was with the client and was acted on properlyComplete documentation was furnished to the family and the estate, and accepted as fact, and resolved with councils from both partiesThis case has been settled with the mother's estate (the daughter was working with the estate) and is closed(this was settled and closed last fall)If further documentation is needed from our attorney on how the final case was settled please let me know and we can have them contact youThank you

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com,
I have received the refund check in reference to complaint ID ***I consider this complaint resolved
Regards,
*** ***

Final Consumer Response /* (2000, 9, 2015/08/04) */
The business has refunded my money, so the complaint is no longer necessary.

The refund amount identified under complaint #[redacted] has been processed.  Check #[redacted] in the amount of $390.00 was issued and mailed today to the following name and address:  [redacted]Please let me know if further action is...

needed. Thank you! Edith P[redacted]Business Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

July 21, 2017Mr. Noel M[redacted]Senior Helpers[redacted] Drive[redacted]Havertown, PA 19083Dear Mr. M[redacted]:I am writing to cancel the contract that I signed on June 13, 2017. I am canceling the contract because Senior Helpers has failed to live up to its promise to provide me in-home care...

and services as stipulated in the contract even though I have upheld my contractual responsibilities. During the more than five weeks since I signed the contract, I have only had one cleaning. Therefore, I am demanding a refund of $207.00, which is my deposit of $276.00 minus the $69.00 for the one cleaning on July 1, 2017.Because of the situations that happened listed below, I am canceling the contract.? When I signed the contract with Judy, I explained that I wanted the first cleaning on June 17. Since I would not be available until July 27, I would like the regular Thursday-Saturday cleanings to resume then. She wrote this down along with all the other cleaning services that I needed. She also assured me that I would probably have the same helper every time, which is what I wanted. When we scheduled Thursday and Saturdays as the days for cleaning, I asked if getting someone on Saturday would be difficult. She said, “No problem.” I waited all day on June 17, but no Senior Helper came. I called the office and reported that no one arrived.? On June 21 I received a call from Senior Helpers confirming that I would be home the next day. I was surprised since I had told Judy that I would not be available until June 29 when I wanted the regular service to begin. The person who called confirmed that Marie would clean that day.? On June 29 I waited for Marie to arrive, but she did not. I called the office and reported a “no show” to Nicole who said she would leave a message for you, my care manager, to call me. However, I did not receive a call from you.? On July 1 Aliyah arrived promptly at 1:00 pm and did a very good job of cleaning. She explained your process of having the caregiver call before and after cleaning. When I told her that I would not be available on July 6, she said that I should inform my scheduler. ? On July 2 I spoke to Angelica, my scheduler, and told her that I was satisfied with Aliyah’s services I also told her that I did not need any Senior Helper on July 6 because of an unexpected appointment. She said she would cancel that day and arrange for someone to come on July 8.? On July 6 a Senior Helper came to my door, my neighbor saw her and called me since she was concerned that something had happened to me. When I returned my neighbor’s call, I thanked her for her concern. She also told me that when she asked the Senior Helper if she could help her, she said the Senior Helper rudely answered her. This behavior is unprofessional and unacceptable.? On July 8 I called Angelica to confirm that Aliyah would be coming at 1:00. She said that she would talk with Aliyah, and called me back to say that she could not clean that day. I explained that since I had out-of-town guests arriving that afternoon, I really needed help. She said that she would try to get someone and would call me one way or the other. I did not receive either a text or a return call from Angelica, so I didn’t expect that anyone would come. I was very surprised when Tammi arrived at 1:00 pm. However, since my guests were coming soon (as I had told Angelica), and I could not have her cleaning my house when they arrived, I sent her home. ? On July 11 I left a message for Angelica to call me to confirm my cleaning schedule for that week. When I did not receive a return phone call, I texted her that afternoon. “I would be available every day the week of July 17 EXCEPT Monday morning 7/17 and all day Wednesday, 7/19. Pls text me when either Aliyah or Tammi (they would be my preference they have both been to my house before) would be available for 3 hours two or three days I hope to hear from you soon Thank you Janet Dicenzo” I sent a second text: “I did try calling but couldn’t reach u. I won’t be able to talk to you today. JD”I did not receive a call from her until Saturday, July 15, even though she said that she did receive my text. That is not professional behavior.? On July 15 I received the following text from Angelica: Good morning Janet I wanted to follow up with you regarding next week. I’m waiting for Aliyah and Tammi to reach out to me to see what they can do for this coming week. If they are unavailable would you like me to find someone else? Please let me know”My immediate response to her text was “Thank you for ur text. Yes, I do need assistance right now If you need to get someone else, that would be ok. Maybe Aliyah or Tammi might be available only one of those days that would be ok also. Pls let me know today so that I can finalize my schedule for next week.”Her response: ” No problem. I will follow back up with you. I texted the ok emoji.At 7:59 pm Angelica texted me: “Hello Janet I haven’t heard back yet for (sic)caregivers for next week I’ve been calling everyone just wanted to keep you posted. I am working tomorrow and that will be my main focus If I hear back from anyone I be (sic) sure to let you know..I will send you updates to keep you in the loop.I responded at 10:01 pm: “Thank you. I look forward to your updates.” She responded: “Ok”? On Sunday July 16 Angelica texted me at 9:26 am: “Good morning! I spoke with Aliyah and she will be giving me a call by 2 pm. She is going to check her schedule to let me know what she can pick up also I sent a message to all our caregivers just in case she’s not available for the 3 days” I sent an immediate text response: “Thx. If she is available for 2 days, that’s ok. I gave you 3 days so that you could have as many alternatives as my schedule permits I appreciate the updates.” She responded immediately, “Your (sic) welcome (smile emoji) as soon as she calls me I when let you know.” I sent an “ok” emoji in reply immediately. At 4:08 pm I sent a text: “Any news yet?” She replied at 6:02, “Nothing yet I’m calling her again.” I responded by text at 7:24 pm: “Thx for trying again.” That was the last time I heard from Angelica.? On July 19 I called the Senior Helpers accounting department since I had received an invoice for 3 cleanings the previous day. Mark in HR answered, and I told him that I had had only one cleaning, that no one showed on June 29, and that I had canceled the July 8 cleaning on July 2. I told him that I am cancelling the contract because of my dissatisfaction with the Senior Helpers services. I thanked him for listening and he connected me to the accounting department. When I told Brittany that I only had one cleaning and was surprised by the invoice, she explained that Senior Helpers holds the deposit until all four cleanings have been completed. I told her that I have had only one cleaning and related all previously cited messages and experiences. I was very surprised when she asked me if I wanted to speak to you since you are my care manager since I had never heard from you before. Because I had another appointment, I did not have the time to speak to you and asked to whom I should address this cancellation letter.I am angered by the failure of Senior Helpers to live up to their contract even though every time I needed to change I gave Angelica, my scheduler, “…at least forty-eight (48) hours (notice) prior to the scheduled shift.” I am also vexed by the unprofessionalism in failure to respond to phone calls and texts expeditiously, and especially the lack of contracted regular services. Your failure to provide these services has caused me considerable pain and a considerable and needless amount of time spent talking to and texting Senior Helpers staff. The reason I selected Senior Helpers, instead of another recommended service, was that I saw your staff providing services at the Hill at Whitemarsh, where I recuperated after knee replacement surgery. When I spoke with Judy and signed the contract, I thought I had made the right decision. I was quite wrong. As I told Brittany, I am canceling the contract. I expect to receive I check for $207.00, ($276 deposit minus $69.00 for one cleaning) from Senior Helpers by return mail.Sincerely,[redacted]