Complaints

This profile includes complaints for Home Instead Senior Care 149/203/391's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Home Instead Senior Care 149/203/391 has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Home Instead Senior Care 149/203/391

  901 Anderson Dr Green Bay, WI 54304-5010

• 

  Home Instead Senior Care 149/203/391

  7849 Highway 60 Cedarburg, WI 53012-9305

• 

  Home Instead Senior Care 149/203/391

  101 N 4th Ave Ste 106 Sturgeon Bay, WI 54235-2437

• 

  Home Instead Senior Care 149/203/391

  1100 S 30th St Manitowoc, WI 54220-5594

• 

  Home Instead Senior Care 149/203/391

  210 Commerce Street Oshkosh, WI 54901

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I didn't choose this company, the social worker at the care center set up the caregiver services with this company. The caregiving services for my mom, started April 5. Had to pay $1820 service deposit & $32.50/hr. They said they would give my mom 24 hour care for 72 hours, then reassess the schedule for her. They never reassessed the schedule. They have someone coming everyday for at least 4 hours, if not more. They have a minimum of 20 hours/week. I told ****** that my mom wouldn't need 20 hours/week, after her eye ************* said she wouldn't nit-pick about the usual 30 days of service. My mom had her eye surgery on Tuesday. My ******** have called ******/***** to complain about their *************** refuse to return our phone calls. I don't have any of the caregivers phone numbers, if my my mom doesn't answer her phone, I have no idea what's going on at my mom's home. I live 1/2 hour away. I told them to cut their hours down to 20/week. So far they haven't. I told them I was filing a complaint against them with the ******************************* Protection. I emailed them today with the 7 days notice that I was cancelling their services. I told them their last day would be April 21 & that they better cut their hours down to 20 for the next week. I also told them that I'll be damned if they're getting paid for 30 days of very dissatisfied service.

  Business Response

  Date: 04/19/2023

  We apologize if our services failed to meet your expectations. Please know that the health and safety of your aging loved one is our top priority, as it is for every older adult we serve.
  
  At Home Instead *********, we strive for quality care on a daily basis. Furthermore, our Core Purpose of Love (v) love in action guides how we treat our clients and team members, as well as how we serve in our communities. In that light, your care concerns are taken very seriously by our team; in this case, your feedback does not reflect how we ************.
  
  Our office took various measures to ensure quality care was administered. Our records indicate that you signed up for services on March 31,2023 in which we reviewed the agreement, costs, minimum service levels and termination procedures. As services began, our general manager conducted a quality-assurance visit on April 5 to ensure care satisfaction and that your familys needs were being met. During this visit, your mother required extensive assistance with activities of daily living (ADL); however, we understand that you were unable to be present at this visit.
  
  That said, our general manager attempted to follow up with you via phone on April 7 to discuss your mothers scope of care and best course of action, followed by repeated attempts to get in touch before and after scheduled medical procedures the week of April 9.  Then on April 14, we received the necessary one-week notice of cancellation, effective April 21. In this case we have agreed to terminate the agreement early and have ended services as of April 18.
  
  If you feel that this timeline is inaccurate, we welcome the opportunity to discuss this matter further.
  
  Love (v),
  Home Instead *********

  Customer Answer

  Date: 04/20/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:02/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello -We received immediate termination notice of my grandfather/our father this morning from an individual named Armon with Home Instead care facility in ********* **. We have tried to contact a few separate times and continue to get hung up on by **** or Armon when we seek explanation as to what is going on. This is after this company had an employee stealing both money and time (accounting for fraudulent hours that they were billing the company and our insurance provider) in December which was addressed with them. Our father/grandfather wanted to talk about continuity of care, having a consistent health care provider coming weekly and after that meeting ***** decided to terminate our coverage. We now have no explanation and no care for our 94 year old father/grandfather with zero notice or explanation after we've paid them thousands of dollars per month.This is the most unprofessional situation I've ever seen in the health care industry, especially for a company who is supposed to care for seniors who are sick or disabled. I'm seeking someone to respond to this inquiry immediately and provide us an explanation as to what occured.

  Business Response

  Date: 02/20/2023

  Name of Complainant: ************************;               Responding to Complaint: GM - Home Instead *********
  
  NOTE: Individuals name (complaint) received not listed anywhere as relation to any client.
  
  Company attempted to resolve previous care staff and client concerns concerning matching to clients specific requests for companionship services only. Company attempted to address these concerns by working with client and family members on multiple occasions. 
  

  At a previous quality meeting (2/8/23), client voiced no concerns.
  
  On 2/14/2023, GM called and offered client and family members opportunity to discuss, client and family members declined, and on both occasions family members noted they are beyond dissatisfied with services.
  
  GM notified family members would not be able to continue services, and family noted they were not interested in a new solution. Office notified client about termination of services, to which client replied,  Im relieved.
  
  The afternoon of 2/14/23, office staff received consecutive calls by now former clients family, GM reiterated services had ended, that former client felt comfortable with decision to end services and client required no further follow up.
  

  
  

  Customer Answer

  Date: 02/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear to not be factual at all.

  There was a meeting that occurred. After that meeting is when Home Instead terminated us with no notice or cause.

  As I stated in my complaint upon numerous attempts to have a conversation with *****, any manager or even ***** the ** the family was denied any meetings and they either hung up on us, sent us to voicemail or refused to state anything other than he complained to much. We called on conference lines for witness purposes.

  On top of the fact this company did nothing to address their employee stealing money, time theft that was charged to ****** via the insurance, and their employee drinking on the job until we repeatedly asked for termination. 

  This is not a factual or acceptable response.

  Regards,
  
  ***************************