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Business Profile

Home Care

Home Helpers of Lexington

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Home Care.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:03/08/2023

    Type:Order Issues
    Status:
    Answered
    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.
    02/25/2023, Home Helpers of Lexington arbitrarily increased our weekly rate from $2770 per week or $365/hr to $500/hr and $3750 per week for the care of my elderly father, ****, *********************** ************** **********. He only has his pension and SS and has gone through almost all of his savings. I told them this was not in our contract but they failed to provide the proper documentation to *****' long term care insurance CNA so they have not been reimbursed for the care of ***** and my recently deceased mother ****. They are charging me the extra amount to make up for what CNA has not paid them. I contracted w/them in good faith for $365/day and NOT $500/day. He can't afford this and this is not what we contracted w/them for. Also they charged my father $7000 in one week and bounced 3 of his checks for $37 each.

    Business Response

    Date: 03/15/2023

    Good afternoon,

     

    Our intention is never to add to any frustration when doing business with our clients. We have emails and documentation all along the way explaining what was happening with the long term care insurance. It took CNA - The clients long term care insurance, a very long time to update our information in their system at the clients request so that we would get reimbursed and not the client. Meaning we would have to front the cost until CNA paid which is supposed to be monthly. When first starting services we only charged the client what CNA would not be covering. After months and months had gone by without payment we reached out to the clients daughter asking her to find out what is going on because CNA will not talk to us as providers they only will speak with members. We continued to give notice to the clients family we would have to start charging more to cover cost and get down the upwards of $30,000 balance, at that point CNA had paid nothing.  We have repeatedly sent in paperwork to CNA over and over again. Eventually we find out they actually ended up paying a different agency and not Home Helpers. This is was not our fault, we are continuing to send in all requested paperwork. (We never sent in wrong information what we sent in was what we were told to send in from the clients family)

     

    Best,

    Carly

    HomeHelpers

     

     

Home Helpers of Lexington is NOT a BBB Accredited Business.

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