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Complaint Details
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Initial Complaint
09/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Since 2021 I have used Alegre ********* services as contracted by the ************ healthcare system upon leaving the VA nursing home. When originally arranged, the RN manager of caregivers for the **************** (they have several offices serving the ***********), ******, was a great support to me and a very good manger. When ****** was replaced by ****** the quality of care and the morale of caregivers plummeted. I have witnessed many instances of improper conduct by ******, including being called and yelled at/ bullied, being told I am asking for services I am not allowed to ask for, insinuations that I am committing fraud, and text conversations that leave me very stressed. Due to the nature of my disability this can hospitalize me and negatively impact my health. Over the past year or so there were many months I did not receive my full 15 allotted hours, and I was told caregiver shortages and staffing issues could not accommodate my schedule. This was never a problem with ******. I have also seen punitive messages to caregivers, for instance if they called in sick. I can discuss in further detail, but my main concern is that I can find no contact for customer service within the larger company to address this, and that upon requesting that I no longer communicate with ************** was told I could arrange care with another person only to have ****** take back over from that person in one week. I do not believe *************************, the owner, or higher management, is aware of the problem, and my local office is the only office that I've seen any complaints at all from. This company seems to be very well rated and received. I would like the company to contact me to discuss and reslove this issue. I have told the VA about the problem for the past year, and the only resolution they will have is to hire a different provider. Before that, I'd like the company to try to fix the problem, for me and for staff.
Business response
10/04/2023
Dear ***************************: You are and have been a valuable customer of my agency. My direct line is *************. I will be pleased to assist you in your complaint about customer service. I do hope that you are happy with your caregiver as well. I am truly sorry if you had a negative experience.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.