Recently, we had the need to get help for my husband who was recovering from surgery. He was fairly immobile and needed assistance. Our first contact with this company was positive; the person who answered my call was reassuring and responsive. After explaining our needs to her, she sent her boss, an owner, to our home to assess our needs for assistance. They assigned a caretaker to work and we paid in advance for 2 days care.
This caretaker arrived on time but wearing no mask (disturbing during the current pandemic); she put a mask on when I asked if she needed a mask, as I had an ample supply on hand. She generally appeared unkempt. She was in our home for less than 15 minutes when she attempted to use the filtered water (r/o) faucet. Sadly, she turned the faucet forcefully and in the opposite direction from how it is supposed to be turned, and continued to force it until it broke. As a result, the lever broke into several pieces. This was clearly misuse and abuse of a perfectly well running faucet. We informed the owner what had happened, sent photos, and asked how she would make this right. She said in writing via an email and in a phone conversation that they would pay for the faucet to be repaired or replaced, if it was not repairable. We tried in every possible way to get the lever to repair the faucet, or the faucet itself, but neither was available. Initially, I gave the owner praise for doing the right thing by agreeing to pay the cost to replace or repair the broken item. However, once the bill was presented, she said she would have to talk to her business partner. This was the first time she mentioned having to get approval from someone else or a business partner. I asked that the co-owner call me so we could talk voice to voice and also asked for a phone number to call him--I received neither. However, via email the co-owner took the position that it was normal wear and tear, no matter what I said about how their employee had turned the faucet on in the wrong direction and continued to force it until it shattered. At one point I even asked them to offer some relief that we could both live with, as we had to replace the broken faucet. Their only offer was to offer additional care services, which by this time (thankfully) my husband was not in need of anymore. However, we still had a broken faucet that needed to be replaced. I sent 2 additional emails to the owners, saying it was my final one(s) before I explored other options. No response to either email--that is until I did give Senior Helpers a negative review when my husband's in home health care physical therapist inquired about our experiences with the services we had used. That did get the (male) owner's attention, and an email accusing me of being unreasonable and insulting. And he said that he was going to respond to me but hadn't been given enough time--here is the timeline.
August 22: faucet broken
August 24: Call to owner to inform. Pictures sent.
August 24-September 2--we attempt to find faucet or part replacement. Neither available.
September 2--inform owner that faucet needs to be replaced.
September 2: Owner says I should send her a bill and she will send me a check.
September 3 and 4: Co-owner (male) now says they will NOT pay for the faucet
September 5: I request again that they make a reasonable offer; "one that both parties can live with"
September 8, end of business day: last email sent by me saying that I will explore other options open to me.
September 8: response by co-owner saying I was unreasonable, insulting, and I should not contact him anymore. And I didn't.
My hope in taking the time to write this lengthy review is so others in need of caretaking services can draw their own conclusions about using this service. I do have an email history of these events. read more