ComplaintsforSenior Helpers

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed up with Senior Helpers in ********, ** to help care for my father each night for 2-3 hours. They have continued to not provide caregivers for us, asking for family members to care for him. This passed week the family had to care for him because they did not provide and caregivers 3 out 5 days. When we cancelled them to go with another company because of this issue, they are now refusing to refund the security deposit.

  Business response

  12/20/2021

  Hi ******,

  
  My name is ***********************. I am the Director of Care at Senior Helpers-Glendale. 

  
  I am very sorry that you and your family are unhappy.  Unfortunately, with your dads recent hospitalization,we discussed multiple steps to ensure Dad and the caregivers safety with both of your parents.  Senior Helpers went out on 2 occasions to reassess if the steps we are taking would be appropriate.  After those two occasions it was discussed that a couple methods would need to be in place to provide safe care which include a different transfer device (*****) and/or increased staffing, making Dad a two-person transfer.  We discussed with your parents that if we were unable to have a second person, we asked if family could be the second person or to have the other agency you have help to provide the evening care.  Unfortunately, due to Dads and the caregivers safety, we cannot allow our caregivers to do a one-person transfer with the sit to stand currently being used. 

  
  As for the deposit, it is in their agreement that they are required to give a two-week notice to have their full deposit refunded back to them.  Unfortunately, a four-hour notice was given to cancel out services after reassurance that the schedule was staffed for the next 4 weeks with two caregivers.  It was conveyed to your parents that because they are not giving a two-week notice to terminate, their deposit would not be refunded.  We absolutely try to work with clients to try and help them complete their last two weeks so they can have deposit back.

  
  We would be more than happy to speak directly with you if you wish for further discussion.  Please feel free to contact me at the office at ************.

  
  Sincerely,
  ****

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I asked for a return of my deposit 25 days ago. They said it would come in two weeks. After three weeks it did not come so I complained. All they can say is that they cannot tell me when it will come. see below *********************** (*********************************)To:you Details Hi,You will be getting it back. I will check in with our accountant about the status. ****************************, BSN Director of Care Senior Helpers- ***************** ************** Direct: ************** Cell: ************** Fax: ************** ********************************* From: *********************** <************************>Sent: Friday, October 15, 2021 4:58 PM To: *********************** <*********************************>Subject: Re: deposit Hello ****; It has been three weeks since this email. Can you tell me if/when I will get our deposit back? Thanks. ************************ Message-----From: *********************** <*********************************>To: *********************** <************************>Sent: Fri, Sep 24, 2021 3:14 pm Subject

  Business response

  10/19/2021

  Hello,
  
  I am very sorry for your frustration on trying to refundyour security deposit.  As we previouslydiscussed on the phone, Senior Helpers has recently sold back to Senior HelpersCorporate in the last two months.  Sincethis happened, there have some delays in our requests for certain things,including your security deposit.  Whenpreviously given an estimate of a return on the deposit, that was based on ourold refund process.  
  
  We are working diligently with our accounting department, ona weekly basis, to refund your deposit back to you. I apologize it has taken solong, but please bear with us during this transition phase and the few hiccupswe are experiencing since Corporate took over.
  
  Feel free to reach back out to us with continuous updates.    

  Customer response

  10/22/2021

  
  

  
  

  
  

  
  

  
  

  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 below.
  
  Hello: I have not yet received my deposit after 4 weeks. As you can see they have not issued a check or even indicated when it will be send. This used to be a good company but were bought out by corporate.  Frankly I do not trust them/  I can give them one more week.
  
  
  
  Regards,
  
  ***********************

  Business response

  10/25/2021

  Hello, 

  Thank you ***** for expressing your concern.  We understand that the need to have your deposit returned.  As previously discussed, Senior Helpers Corporate is processing the security deposit and have already mailed the deposit back to you.  Corporate headquarters tracking states it was mailed out on 10/19/2021.  Please allow time for delivery.  

  Sincerely, 

  Senior Helpers    

*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. ↩