ComplaintsforPhoenix Home Care & Hospice
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Complaint Details
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Initial Complaint
12/13/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Caregivers have been claiming more hours than they have worked. I am required to make a payment before services begin. I made the required deposit for payment on 12/11/21, for the past week, for services for the week of December 13. Phoenix still has not made a transaction yet and I will not be getting caregiver services for my dad again on December 14. We have been having trouble getting caregiver services since day one, starting October 12, 2021. And they have the nerve to call me this afternoon to see if we need services on Christmas Eve, we can't even get caregiver services now as it is. I believe this agency has very poor business practices.Business response
12/21/2021
Thank you for bringing this to our attention and allowing us to respond.In regards to hours worked, we have a telephony system in place that requires the caregiver to be in the residence of the client to clock in and out, in the event that system would fail and a timesheet would be used for each day to verify the hours and the client signatureis required before we would bill for any hours.At the start of service, a deposit is required before we even provide care. A credit card was given as a deposit on services. The card was declined for the deposit 1-2 times before it cleared. This resulted in not being able to start care as they requested. Once care is in place, clients are invoiced and payment is required each week, we were contacted by our billing group on a regular basis to inform us that his card was declined for payment on invoices. We would suspend services until appropriate payment was made. Each time this occurred we made contact with ****** and provided explanation to him, which included payment options and putting services on hold.
There were requests made by ****** that our staff stay longer on certain days and we would accommodate that request. On days where caregivers called in, we did our best to provide coverage and we checked in with him often. There are instances that we do not have staff available, when that happens, we let the client know, however we do continue to reach out to all field staff to try and find coverage.
We certainly wanted to do all that we could to provide the care that the client requested. There were a number of circumstances that were not in our control that hindered us to be able to do that.
Please feel free to contact me with any questions. Thank you.*** *******
Director of Operations at Phoenix Home Care & Hospice
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.