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Business Profile

Adult Care

PACE@Home, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Adult Care.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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 status

Complaint type

  • Initial Complaint

    Date:04/11/2025

    Type:Billing 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.
    My mom was enrolled in the Pace by my brother ****** and myself ********. She started on or around 9/15/2023 and stopped attending on or around 12/1/2023. I picked my mom up in December to take her to a doctors appointment and I was not able to enter the building and **** called a non family member to ask if I had permission to pick my mother up. That day I informed **** that I was my mom's care giver and she was not coming back anymore. **** waited 2 months after that in February 2024 to inform me that I had to unenroll my mom from the program They (Pace) didn't give my mom any care, meals, or rides the month of 12/2023 or 01/2024 maybe a few days in December, per her start date she was only there 3 months. Therefore they are not entitled to get paid from ******** or me to reimburse ******** for care she did not receive. This is ******** fraud and if this matters is not correct by **** I will pursue legal action against ****. My mom only attended Pace for 3 months and that is all the compensation they are entitled to. ******** is trying to get reimbursed for 5 months of care and she only received 3 months of care from ****.

    Business Response

    Date: 05/07/2025

    We just received this complaint 5/5/25.  We will review it and respond back within 2 business days. 

    Business Response

    Date: 05/13/2025

    PACE@Home is a comprehensive, coordinated care program designed to provide preventive, primary, acute, and long-term services, enabling older adults to remain safely within their communities. The Program of ****************** for the Elderly (PACE) serves individuals aged 55 and older who meet the criteria for nursing home-level care but prefer to continue living at home. This innovative, person-centered model supports not only the participants but also their families, caregivers, and healthcare providers.

    PACE@Home operates as a non-profit organization and is jointly funded by ******** and ********* ******** provides a capitated monthly payment based on a variety of factors, including a participants age, medical history, disability status, frailty level, and county of residence. These funds are used to cover all necessary healthcare services for the participant.

    For Medicaid-eligible individuals, a separate capitated rate is determined annually by the ****************************************************** (NC ****) based on the state budget. Additionally, some ******** participants may be assessed a Personal Monthly Liability (PML), which is calculated by the ***************************** (DSS) based on their monthly income. This PML functions similarly to a monthly insurance premium, is reassessed annually, and is billed on the first of each month.

    PACE programs are critical in providing access to affordable healthcare for ********** seniors. Once enrolled, participants do not pay ******** Part B premiums, ******** Part D drug plan costs, or additional premiums for supplemental/replacement insurance plans such as those from Humana or AARP. There are no co-pays, deductibles, or balance billing. All provider claims are submitted directly to PACE@Home and processed internally, similar to a traditional insurance model.

    Please reach out to our *************** at ************ to discuss the details of the situation and any billing adjustments. 

PACE@Home, Inc. is NOT a BBB Accredited Business.

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