We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Home Care

Right at Home

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.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:01/22/2024

    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.
    I have been using Right At Home Care Providers since February 2023. I currently use their services 5 days a week (M-F) for 4-hours/day at $35.00/hour to assist care for my 84 year old mother at her residence. Beginning in November of 2023, the Caregiver began arrive 10 or 20 minutes late, and it was adding up to enough times that I felt the need to address the matter. My request to the Caregiver was to "stay as late as you arrive in order to meet the 4-hours." Caregiver agreed and it was not a problem; however, when the regular Caregiver was absent on December 19 and a substitute was sent, the substitute only stayed 3 hours and 40 minutes into her 4-hour shift. The following week I received a bill for 1 hr and 20 minutes the Caregiver was not at the home. I was able to have Right at Home remove the 1-hr extra (from a different day the Caregiver had left early), but they insisted the 20 minutes would not be refunded "this time" but going forward they will make sure a Caregiver stays the full 4-hours. The same day I am requesting a refund for the 20-minutes, the Caregiver leaves 15-minutes before the end of the shift. I contacted Right at Home within the hour and requested I not get charged for the time the Caregiver left early, and I was told that was not guaranteed. I am not seeking the accumulation of shortages of time prior to December; however, I am seeking recent time discrepancies of 20 minutes and 15 minutes, totaling 35 minutes at $35.00/ hour equals $20.00 deduction on the bill, and the hope that I am not charged in the future when a Caregiver is not present. When I question the Caregiver directly about leaving early, she stated, she is not paid for her time when she arrives late or leaves early because she clocks in and out with Right at Home. I feel Right at Home has no interest in the promptness and responsibilities of their employees, because they are not paying them the full time and I am paying them for when they are not there.

    Business Response

    Date: 01/22/2024

    We have spoken to ***** on several occasions and rectified all legitimate issues she raised, including providing statement credits for portions of specific visits. The employee who demonstrated chronic tardiness has been terminated in order to ensure our high standards and commitment to client care and quality is upheld. It is absolutely our policy that clients remain responsible to pay for the remaining time of scheduled visits if the client sends caregivers home early. This policy is clearly and forthrightly shared with all clients orally and in writing upon commencement of services. ***** simply does not like the policy she agreed to upon beginning services and is upset that we will not change it because her mother frequently sends the caregiver away prior to the scheduled end of visits. Our caregiver will stay for as much of the scheduled visit as the client allows, and we will always respect the rights and wishes of independent older adults as we strive to fulfill our mission to improve their quality of life. We pay every employee for all time worked and in accordance with all federal and state labor regulations.

Right at Home is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.