Complaints
This profile includes complaints for Veterans Home Care LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/13/2024
Type:Status:ResolvedMore 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.
In 2023 Veterans Home Care assisted in applying for VA benefits for my mother ******** ******, a widow of a Korean war veteran. They attempted to find a local agency to provide home care for my mother, but due to her rural location, they were unsuccessful. We are using the funds to private pay a family friend to stay with my ********* May, June, July, and August of 2024, VetAssist withdrew the VA benefits of ******* monthly from my mothers account. This should not have occurred as no services were contracted through Vet Assist. I have attempted to contact them by email with no reply. Phone calls are not returned.I would like to have an explanation and a reimbursement check mailed to my mother for *******. In addition, i would like to sever all further relationship with this company since they were unable to find a local agency to care for my mother.
Business Response
Date: 12/19/2024
Dear Ms. ****** *** *******,Veterans Home Care LLC (the Company) was recently notified of your Better Business Bureau notice of complaint regarding the inability of the Company to locate a nursing agency to provide support and care for your mother,********* ******, and the inadvertent billing for services that were not provided. We sincerely apologize for any inconvenience this may have caused and appreciate your patience.
Upon investigating the matter, we determined that the Company had mistakenly activated an ACH withdrawal on the account and subsequently billed the account for four months of service (June, July, August, and September of 2024) totaling five thousand seven hundred fourteen dollars and eighty cents ($5714.80). The Company has taken immediate steps to rectify the situation. We have initiated an ACH refund of this amount to you, and it should be in your account in the next forty-eight (48) to seventy-two (72) hours.
In addition, the Company has notified the Veterans Administration (VA) informing them that the Company needs to be removed from this account. The ** will then contact you requesting that you report the medical expenses for your mother which you have incurred.
We understand the importance of timely resolutions and are committed to providing better service moving forward. Your feedback is invaluable to us, and we appreciate the opportunity to address and resolve this issue.If you have any further concerns or questions, please feel free to reach out to us directly. We are here to assist you and ensure your experience with us is positive.
Thank you for bringing this to our attention, and we appreciate your understanding.
Sincerely,Veterans Home Care LLC
Customer Answer
Date: 12/19/2024
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. My mothers bank notified us that the payment amount was deposited to her account.
Sincerely,
****** *** *******Initial Complaint
Date:11/18/2024
Type:Status:ResolvedMore 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.
I contracted with Vetassist in August, 2023. Vetassist facilitated receipt of a VA pension for my uncle, **** *******, earmarked for in-home care. Once the paperwork was done, it took approximately 2 months before a caregiver could be found. There are details, but the result was that the assigned caregiver was unreliable and when she showed up one day at 5:30pm with children in tow, my uncle told her to go home and not come back. Vetassist told me they couldn't find a replacement, the excuse being the schedule I supposedly insisted on. I have never refused care for him. My uncle, who is blind and lives alone, over 50 miles away from me, has been without care for 3 weeks now. I received a list from ****** for vetted caregivers. I phoned and every one had immediate availability. When I asked Vetassist to hire someone NOW, they refused to go outside their network, indicating that getting their cut of the pension is their focus rather than the safety of the veteran. I was told that the pension would cease if Vetassist was no longer the middleman. I would have to submit paperwork to the VA, but Vetassist refused to tell me what that paperwork would be. Meanwhile, Vetassist has not returned my phone calls, emails or texts, but is collecting the pension funds and still has not provided a caregiver. Obviously, I have hired someone to start today, but am struggling with how to pay for this.Business Response
Date: 11/21/2024
Dear Ms. ********* *****,
Veterans Home Care LLC (the Company)was recently notified of your Better Business Bureau notice of complaint regarding the gap in provision of care for your uncle, **** ************** We sincerely apologize for any inconvenience this may have caused and appreciate your patience.
Upon investigating the matter, we established the progression below, identified the cause in the gap in service and have taken immediate steps to rectify the situation. We are pleased to inform you that we are in the process of finalizing a contract with a new agency to supply a caregiver to your uncle, Mr. ***************** 11/4/24, you notified the Company that there were some issues with Mr. ******** care. On a phone call that same day with the Company,you indicated that while you very much appreciated the service the current caregiver was providing, including providing services above and beyond what was called for in the **** there remained some issues involving her timeliness in reporting for work and on occasion being accompanied by other members of her family. The Company contacted you by phone and explained that you could switch agencies, but you said that you would prefer not to. Later on this same day, you emailed the Company again indicating that the caregiver reported to Mr. ******** house two hours late and that Mr. ******* told the caregiver to leave and to not return.
On 11/5/24, the Company followed up with the previous caregivers agency to discuss the issues described above. The agency informed the Company that it did not currently have a replacement caregiver to staff Mr. ******* and that it may take an unknown period of time to hire and provide a replacement caregiver. The Company conveyed that information to you on the same day and you indicated that your preference was to await a new caregiver versus the previous caregiver returning to service.
On 11/10/2024, you emailed the Company to inform us that a replacement caregiver had yet to be assigned to Mr. ****************** 11/11/2024 there was still not a replacement caregiver in place. On this date you contacted the Company to request that Mr. ******** pension be transferred to him. The Company informed you that it was still working on identifying another caregiver to provide service to Mr. ************** The Company discussed alternatives with you, but you did not express interest in pursuing any of those at that time.
On 11/12/2024, you requested that Mr. ******** pension be placed into either your or Mr. ******** account so that you could pay an agency independently of the Company. The Company described its procedures for doing so. As part of that explanation, the Company informed you that if you wished to leave the VetAssist Program, it would be incumbent upon you to handle all future interaction with the Veterans Administration in order to maintain Mr. ******** pension. You informed the Company that doing so would be impractical at this point and ended the discussion.
On 11/14/2024, the Company again initiated contact with you to determine if you would like to engage with a new agency. You indicated you would and the same day the Company processed this request. In addition, you provided information on two other agencies you had been in contact with regarding procuring a new caregiver. The Company contacted one of them, Care at Home, which indicated it did have an available caregiver but would require the completion of required paperwork prior to finalizing an engagement. The second agency you identified, Home Instead, is out of the Companys network, so it was unable to proceed with them.
On 11/15/2024, a caregiver from an unidentified agency reached out to Mr. ****************** 11/18/2024, the Company issued a contract to Care at Home to engage a caregiver for Mr. ************** The Company is currently awaiting the full execution of that contract and will keep you abreast of the timing for that.
We understand the importance of timely resolutions and are committed to providing better service moving forward. Your feedback is invaluable to us, and we appreciate the opportunity to address and resolve this issue.
If you have any further concerns or questions, please feel free to reach out to us directly. We are here to assist you and ensure your experience with us is positive.Thank you for bringing this to our attention, and we appreciate your understanding.
Sincerely,
Veterans Home Care LLCCustomer Answer
Date: 11/26/2024
Complaint: 22571452
I have reviewed the business' response and am rejecting it because: My responses to their phone calls and emails has been completely mischaracterized. I have NEVER insisted or requested any particular agency or carer. You'll notice, too, how long it took VetAssist to reply to my emails. Also, when I asked about the procedure for terminating our association, they would not tell me.What will satisfy me in this matter is to sever our relationship with VetAssist, and for VetAssist to handle any procedures necessary for this severance with the Veteran's Administration. I am not up to researching what is needed and completing any more paperwork to this end. VetAssist has been the only beneficiary so they can finish this.
Sincerely,
********* *****Business Response
Date: 12/03/2024
Dear Ms. ********* *****,
Veterans Home Care LLC (the Company)was recently notified of your follow-up Better Business Bureau notice of complaint regarding the gap in provision of care for your uncle, **** ******* and your desire to terminate the ******** services. We sincerely apologize for any inconvenience this may have caused and appreciate your patience.
Upon further investigating the matter,we established the updated progression from our last communication below. We are pleased to inform you that we are in the process of terminating the ******** services per your request.
You will be receiving a thirty (30) daysnotice of termination of services from the Company in the next few days. At the end of that period, the Company will no longer be providing in-home services for your uncle, Mr. ******************* the termination of the ******** services, the Company will notify the Veterans Administration (VA) that the Company is no longer providing services to Mr. ************** The ** will then contact you to determine what your plans are moving forward with regards to in-home services and who may be providing them. Since the Company will no longer be providing services, it is not able to provide any further assistance to you or Mr. ******* in your communications and efforts with the VA for the ongoing provision of in-home services.We understand the importance of timely resolutions and are committed to providing better service moving forward. Your feedback is invaluable to us, and we appreciate the opportunity to address and resolve this issue.
If you have any further concerns or questions, please feel free to reach out to us directly. We are here to assist you and ensure your experience with us is positive.
Thank you for bringing this to our attention, and we appreciate your understanding.
Sincerely,
Veterans Home Care LLCCustomer Answer
Date: 12/05/2024
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
********* *****Initial Complaint
Date:11/15/2024
Type: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.
VetAssist helped me to find a homehealth care provider for my 93 year old grandfather. VetAssist was drafting approximately $2,000 per month from our checking account to pay for 3rd party homehealth care service in the home 4 days a week, for approximately 4 hours a day from 2020- 10/2024 (4 years). Upon signing with VetAssist, they assured my grandfather and I that wed not pay for services not rendered such as when homehealth care *** would no show and/or not work scheduled hours to care for my grandfather. Since $2,000 was drafted each month, VetAssist stated that in the event I ever cancelled, theyd refund me for all hours billed where a homehealth care *** ***** show up, ensuring that wed only be paying for services rendered. I informed VetAssist that wed need to cancel services due to my grandfathers declining in health, and needing 24/7 care on a fixed income. ******* *. (*** w/VetAssist) said I needed to submit a 30 day notice, which I emailed to them. I then inquired about days homehealth care *** no showed and VetAssist/******* *. stated their records show the homehealth care *** showed daily over the last 4 years. I ***lied, thats impossible and told them I have records and the 3rd party ***************** could provide additional proof that days were missed. The *************************** has provided records to VetAssist proving they no showed and that Im owed a refund for the days missed, and VetAssist/******* *. is no longer responding to me via phone or email. Though they ***** draft $2000 for November 2024, they have not refunded me for the days they charged us, when a homehealth care *** did not show up. Can someone please assist us in resolving this billing matter for my 93 year old grandfather, Korean War veteran, whos health is now failing, and whos on a fixed income?Business Response
Date: 11/21/2024
Dear ***************************** recently received your Better Business Bureau (BBB) review.On October 3, 2024, Veterans Home Care LLC (VHC) was notified by you that your uncle and our client, Mr. ***** ******, medical situation had changed,and that Mr. ***** would no longer be requiring in-home care.
You indicated that there were potential discrepancies between the number of service hours that were billed to Mr. ***** and the number of service hours that were provided to him from the years 2022 through 2024,due in part to cancellations, no shows, and other reasons.
VHC is currently undertaking a reconciliation of its records along with those provided by the third-party staffing agency which provided the in-home service to Mr. ***** to determine the total quantity of those hours and the monetary value of that discrepancy. It is VHCs general policy that it does not bill clients for service hours that are not provided for certain reasons.
It is our current understanding (to be verified) that VHC may owe Mr. ***** a credit for approximately twenty-eight (28) hours of services. Presuming your agreement with that calculation, VHC will be providing a refund check that is equal to that amount of service hours in short order.
We sincerely apologize for any inconvenience this may have caused and appreciate your patience.
We understand the importance of timely resolutions and are committed to providing better service moving forward. Your feedback is invaluable to us, and we appreciate the opportunity to address and resolve this issue.
If you have any further concerns or questions, please feel free to reach out to us directly. We are here to assist you and ensure your experience with us is positive.Thank you for bringing this to our attention, and we appreciate your understanding.
Sincerely,
Veterans Home Care LLCInitial Complaint
Date:09/25/2023
Type:Status:ResolvedMore 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.
My mon *************************** had been receiving ********** care through Veterans HomeCare(VetAsist) since August of 2022. A home health provider would submit their hours and would be paid through this company. This company would take the money that my mom received through the Veterans Administration for the Survivor Benefit that she qualifies for. On April 1, 2023, my mom went to live in Assisted Living. I notified the company of this fact in March as you can see by the attached emails. I informed them not to take any money out in April 2023 . This money will now go towards Assisted living. The money of $1313 was taken out in April see the attached document. As you can see by the attached emails I have been getting the runaround and have not received a refund for the money that was taken out of her account in April of 2023 against her wishes. I don't know what else to do. Please help facilitate a resolution.Business Response
Date: 11/16/2023
We recently received your BBB review regarding the delay in processing a refund owed to you. We sincerely apologize for any inconvenience this may have caused and appreciate your patience.
Upon investigating the matter, we identified the delay in issuing the refund and have taken immediate steps to rectify the situation. I am pleased to inform you that the refund has been processed, and you will be receiving a check this week.We understand the importance of timely resolutions and are committed to providing better service moving forward. Your feedback is invaluable to us, and we appreciate the opportunity to address and resolve this issue.
If you have any further concerns or questions, please feel free to reach out to us directly. We are here to assist you and ensure your experience with us is positive.Thank you for bringing this to our attention, and we appreciate your understanding.
Best regards,
***********************
Customer Answer
Date: 11/16/2023
Complaint: 20653335
I am rejecting this response because: i cannot accept the response until I receive the refund. They have told me in the past that I will be receiving a refund and I never did. I will accept the response once I receive the refund which will resolve the issue.
Sincerely,
**** *****Customer Answer
Date: 11/28/2023
I am now satisfied with the outcome. I received a check for the full amount that was owed. Thank youInitial Complaint
Date:03/01/2023
Type: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.
This company continues to call me even though I've blocked their number several times.Business Response
Date: 03/28/2023
We apologize for any inconvenience this has caused you. We take customer service very seriously, and we understand how important it is to have accurate records of interactions with our customers. We have reviewed our records and can confirm that there was no call made from us to you during the months of February and March. We have looked up client information under your name, address, and phone number and cannot find any records. If there is anything else we can do to make sure your experience with us is a positive one, please don't hesitate to reach out. Thank you again for bringing this matter to our attention.
Sincerely,
****** *****
Customer Answer
Date: 03/28/2023
I have blocked calls from this company 4 times. Their phone number is 314 514 2444. I don't want to receive any more calls from them, although I haven't received any more calls since I notified my phone carrier that the company continued to call me.Business Response
Date: 04/03/2023
We apologize for any inconvenience this has caused you. We take customer service very seriously, and we understand how important it is to have accurate records of interactions with our customers. We have reviewed our records and can confirm that there was no call made from us to you during the months of February and March. We have looked up client information under your name, address, and phone number and cannot find any records. If there is anything else we can do to make sure your experience with us is a positive one, please don't hesitate to reach out. Thank you again for bringing this matter to our attention.
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