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Complaint Details
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Initial Complaint
06/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Im currently a client of Freedom Care I was scheduled for surgery on Monday 6/17/2024 Ive reached out to A case manager ******************** on5/23/2024 via Fax with All documents concerning surgery & extra hours needed surgery *************.***** assured me that the information was updated to my file & all I had to do is call on date of surgery for my extra hours needed so on 6/17/2024 Ive called right before I went in to surgery to put in for my needed extra hours unfortunately the representative I spoke with placed my case on hold without informing me upon discharge I reached back out to Freedom care to ensure my hours requested were in & have been given all voicemail *** left messages & spoke with numerous representatives from the agency however None of them resolved the issue so I reached out to my insurance company who also reached out to freedom care to inform them that I was discharged & have also been approved for the extra ********** case is active until recertification in February 2025 Freedom care assured my health insurance company that my case will be taken off hold & that someone will reach out to me about the needed extra hours unfortunately No One has directly spoken to Me about anything My case is still on hold the surgery I had left me unable to walk my caregiver has still cared for me All this time & needs to be paid can someone Please resolve this ongoing issue there is No set healing time on the surgical ***************************** has yet to correct the errors on their end this is No way to live & be treated by an agency who is supposed to be caring for the *************** of their clients can someone please help Me Thank youBusiness response
06/25/2024
Good Afternoon,
Thank you for bringing this to our attention. We have reached out to the Patient and have rectified the issue.
Initial Complaint
10/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I picked Freedom Care for my vendor (agency). I am a CDPap client & it's mandatory that CDPap client's must pick an agency to work with. CDPap is a program that allows the home care client to hire whom they want to care for them, & the client is in complete control of the work hours, sick days, vacation time, & client is allowed to terminate employment as well. This means that the personal care aide works for the client, not the agency(vendor) that the client chose to work with. In September 2022, my personal care aide applied for a job position with FreedomCare. The job listing is a remote job as an Intake Specialist. When my PCA called to speak with FreedomCare's HR, a customer rep switched her to speak with her coordinator, *** ******************* who in turn went to speak with her supervisor even though my PCA asked her coordinator if she could speak with HR concerning my PCA's recent job application. According to **************, her supervisor stated that "there wasn't anyway to note that my PCA works at FreedomCare already as a caregiver" when my PCA was hired by me, not by FreedomCare. ****************** supervisor then said that my PCA has "to explain about her caregiver status" when they call her about the job position, which no one from FreedomCare did. Then, ************** goes on to tell my PCA two more things: 1) Her supervisor thinks that FreedomCare will allow my personal care aide to work as both a caregiver and a Intake Specialist at FreedomCare and 2) She (**************) doesn't have the number to HR and that she was advised to reply to the email that was sent to my personal care aide and ask someone to call my PCA back. Today, October 17th, 2022, I contacted Freedom Care at ************ & a woman named ***** answered. I asked can I speak to a **** ******* said " We have a supervisor". I asked to speak to the Director ******* mentioned the supervisor again. As I am trying to get info about the supervisor, ******************* up the phone. Please call ************ for further info.Business response
10/28/2022
Good morning!
We reviewed the case and the complaint filed. We were able to discuss the issue with the customer and addressed the related concerns. Customer confirmed with our member of the Service Excellence team around 12:00pm that everything is good now and the issue is resolved.
Please do not hesitate to reach out if there is anything else we can do!Initial Complaint
04/25/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have been trying to get in contact with them and they are not connecting. I need someone to call me.Business response
08/15/2022
Thank you for your patience regarding this matter.
I've checked our records and it does show that we have had some frequent conversation over the past few weeks. If there is a further issue, we are more than happy to investigate and resolve it for you. Please don't hesitate to directly contact with any concerns.
Initial Complaint
03/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Company guarantees 24/7 appointments with Freedom Care Physician to care for patients but purposely shut off the doxy at 6pm, so you cannot reach a doctor or speak to staff after that time. It is gross negligence, false advertising and failure to provide service that is guaranteed to patients.Business response
07/29/2022
"We apologize deeply for the inconvenience this issue caused and appreciate you bringing this to our attention. We've made the change to the verbiage in both our app and our scripts to reflect the correct operation hours of our telemedicine solution. In the event you notice anything along these lines in the future, please don't hesitate to reach out to our Care team to let them know.
Again, we apologize for any errors on our end and the concern it caused. We will ensure this does not happen again."
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Contact Information
1200 Waters Pl Ste 105
Bronx, NY 10461-2729
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Get a QuoteCustomer Complaints Summary
5 total complaints in the last 3 years.
2 complaints closed in the last 12 months.