I'm a former, long-term client of this "family-operated" home agency, which showed its true colors on January 18,
after my terrific aide called in sick.
To my shock, my last-minute replacement, Sharon, who could barely walk & immediately stated her litany of health
issues to me, including her inability to lift heavy items -- one of the key reasons why I need an aide in the first place
(and something I'd told the agency nurse the first time we met.)
The only reason I didn't send my replacement back was because I'd scheduled a vet appointment for my cat that
day, plus I needed to do some shopping. Needless to say, Sharon was not much of a help.
Afterwards, I immediately called the agency to express my disappointment and asked for a credit towards my next
appointment.
My home nurse also offered to call Lance Propati, CEO of the agency and discuss this unfortunate occurrence. There
was no question in her mind that he would accommodate my request, because he is known as a "generous & kind man."
Shortly afterwards, she contacted me and said Mr. Propati was willing to deduct a measly $5 for the inconvenience!
I left a message for Mr. Propati and he returned my call and said I needed to convince him of my side of the story.
I voiced my unhappiness regarding his $5 discount & how his agency had made the mistake of sending over someone
who was not properly briefed.
He talked over me and didn't listen to a word I said. At least six times, he accused me of forcing my aide to carry a
case of water bottles with her limited physical condition and take my cat to the vets in her carrying case. I helped
HER with both chores.
His other fixation was how I held her for four hours against her will! He rudely announced he wasn't going to credit
my account even half of the amount -- due to my abuse. I emphatically stated how the client is always right; how wrong
it was losing a good client; and how unprofessional he was in challenging me. I also told him he should take responsibility;
apologize for the mishap; and graciously accommodate my request. His response was, "So what you want me to do is call
Sharon and demand she give back her commission due to this situation?"
I'm thinking -- What are you even talking about? Sharon's not the one who should be giving back a refund!
Then ... CLICK! He hung up on me.
** Here's a direct quote from his bio: "A zero failure approach means that every aspect of an organization's operation
has been evaluated for process weaknesses. Further, contingency plans have been created to handle both expected
and unexpected problems without failing our customers."
I do NOT recommend this agency to anyone. My rating:
NO stars! (This page didn't allow for no stars). read more
