(I just changed my rating to 2 stars: My Father received a very kind apology from the owner of the franchise with a refund of a decent portion of the money spent, so they did try to make good on the services promised and not delivered.)
We hired Home Instead so that our mother, who was in the hospital and disoriented, could be kept safe during the evenings. We were assured that this was something Home Instead could do, and we were assigned 2 different caregivers. Our family was taking turns during the day and we needed the extra help at night. We were required to commit to two weeks of care before services could begin. Of the six nights of care provided as of today, we have been informed that on three occasions, the caregivers fell asleep and snored so loudly that my mother could not wake them when she needed assistance. I had previously called to report a caregiver falling asleep and was told the issue would be addressed. Clearly, it didn't help. Additionally, my mother informed me (now that she is no longer disoriented), that the caregiver was making conversation with her and she felt like she had to entertain the person we hired - this, during a time when we need my mother to get rest. When I called Home Instead to cancel the service, I was transferred to the Director, who apologized and said that she would have a conversation with those employees, but offered nothing beyond that. I would not recommend this company. I feel like they acted in bad faith and didn't provide the service they told us they could, and instead of trying to make good on that promise, they were just going to have another "conversation" with their employees, which obviously does us no good. An unbelievably expensive lesson on our part. Never commit to 2 weeks of a service before you know that it will be delivered in the manner it was promised. read more
