Complaints

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.

• Initial Complaint

  Date:02/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Home4me is supposed to be a personal support company providing care for people that medically need help with daily living. I have contacted the owner some many times and all she does is make excuses and doesn’t fix anything. I have had 3 people no show that contacted me to be care giver for my disabled family member. The 4th never showed for the interview I was desperate and gave her a shot. She came and sat in my house for 2 hours while her boyfriend hid in her car in my driveway! This is absolutely unacceptable. She then steals the key fob with the number that changes every few minutes allowing her to only clock in and out while having this. She steals this the first day off my table so she can clock in and out whenever! Then the second day picks my loved one up to go to the library and lunch , shows up late and again having her boyfriend in the vehicle hiding! Called the owner and she doesn’t even care. How are you able to do these things and keep a job like this?! Putting my loved one in direct danger with this random man and when confronted she said it was a child when it was clearly a man who was a boyfriend? But older then her and covered in tattoos.

  Business Response

  Date: 03/02/2023

  HOME4ME INC RESPONSE
  TO BETTER BUSINESS BUREAU’S COMPLAINTS.
  We recently began providing
  services for a client (name withheld) 1/30/2023 and communicated with his
  family / support to ensure we were meeting his needs. As per our practice, we discuss
  with the family and client to ensure we are meeting their specific needs. As it
  relates to personal support services. It can sometimes be a match making
  situation. We try to match a client/family with a trained staff who best meets
  their needs and sensitivities. We place a lot of value on providing client (the
  individual) specific care, and we understand that this can be difficult
  sometimes as the individual/family needs can be very different and specific.
  Nevertheless, we choose to continue to do our very best to ensure that not only
  is the individual/family getting the best care, but that it meets their
  satisfaction.
  We had a challenging case with
  this participant as we had to keep working with their specific needs. We
  highlighted some of those concerns here.
  One of the staff we provided to them was declined after the phone interview because the available and requested times did not match. We expect situations like this to occur as we understand that some of the times requested are not always the conventional working hours. This is why the phone interview is a great tool we use for our match making process. The challenge of finding someone soon that crossed all the requirements of the individual/caregiver was a source of frustration for them, and we continued to reassure them that we would not relent until that match is found.
  We continued to exhaust all possible staffing resources, and the employee who was identified in the complaint was accepted by the individual/caregiver to begin working around 1/30/2023. The initial conversations for the service were to include the individual getting services both at home and in the community. However, we were informed that the individual/caregiver was requesting for the services to be majorly in the community. We were going to work with that and ensure that the aide can adjust to the changes. However, it was around this time we received the complaints about the individual who was waiting in the car for the aide. We also were informed of the staff taking the clock in device with her. As this was a violation of our policy, this resulted in the consequent removal of the staff from our team. We discussed with the family that we will continue to find a new staff that matches more with the support needed.
  We sent a male staff to provide the services requested. The caregiver worked with the client for couple of days (engaging him with different activities within the community). The family reached out to me that the expectation from the caregiver is not adequate enough for the support needed for the client.
  We discussed with the family how sometimes, it might be best if we attempted to find someone the individual is already used to, or have helped out in one capacity or another previously with the client. The family was pleased with this idea, and they provided the information of the individual for us to process and ensure she meets our qualifications to provide the services for the client. Once this was done, the new staff member (referred by the family) began services with the individual.
  Since the start of the new staff
  (2/13/2023), the individual/family have not had any issues or complaint, and
  the familiarity with the family has been a huge benefit for them as the staff
  is able to work with their many sensitivities and vice versa. While we
  understand that things could have gone much smoother, we are glad that we did
  not lose our tenacity or falter in our standards to continue seeking for the
  best option for the individuals with less regard to our convenience, but we
  ensure that our clients are happy with the support they received.
  Obviously, we are disheartened
  that the family felt the need to escalate the issue to the Better Business
  Bureau, but we are appreciative for the platform to respond to the complaints. We
  hope this provides some insight and perspective to the report, and you find
  that while there were some challenges, we did our best to ensure the best
  outcome.
  Sincerely,
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