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:02/25/2025

  Type:Order 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.

  Senior Helpers of Memphis is a horrible, ill-prepared in-home health service. Rod Marter, the owner, sends out **** to view the home, day-to-day operations, and job expectation. The company then sends people to your home they have never met and don't know the job expectation, which they are at the home to perform. The first ****** sent was old with knee problems, had no idea of the job expectation, and complained the entire time about the job, when the expectation was lifting. The second ****** sent violated all **** laws, talked about client's medical and private business, and the fact that Senior Helpers preys on seniors they can put on hospice. It was so alarming I called Rod and **** and asked if their employees don't follow the laws of **** and inquired about the safety of my father's information. Half the time, employees don't show up and the company sends the office manager for the day. The employees complain about the job, but the job description was given and explained on day one. The company continues to send people that are not prepared to perform the job they are being paid by the ********************** to perform. The company should not be used by anyone who needs care for a family member.

  

  Business Response

  Date: 02/26/2025

  I apologize that Senior Helpers did not meet your expectations. When you were referred to us, Ms. **** conducted an in-home assessment along with our staff RN. This process ensures we provide the most suitable caregiver for your familys situation. We discussed your family's needs with multiple caregivers, each with several years of advanced care experience relevant to your circumstances. All caregivers have undergone extensive training both in-house and externally. A care plan binder detailing the type of care needed was provided in your home when care for your father began. According to our multiple telephone conversations, we made the decision to discontinue service due to three caregivers being injured and requesting to withdraw from your father's case,attributed to your family's reluctance to use the tools and equipment provided by your physician. Additionally, the ***** situation you mentioned was in reference to our caregiver reporting a cognitive change in your father. I am unclear about your concerns regarding Hospice, as we are solely an in-home care company with no affiliations to any hospice services. The only instances a caregiver was absent from the schedule were due to previously noted caregiver injuries at your home and inclement weather. Our in-house Certified Nursing Assistant did fill in twice after injuries to your normally scheduled caregivers. Our caregivers are highly skilled and capable of performing necessary tasks when allowed to use the appropriate equipment. We cannot lift "dead weight" or pull, as client and employee safety is our top priority, so we had to end services. Finally, this only escalated once we notified you that we would no longer be able to provide services. Again, I regret that we did not meet your expectations and hope you find care suitable for your father.

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22988464
  
  I am rejecting this response because: Nothing in the response is true, only a fabrication by the owner. A company can't send ill-equiped people, who have health issues to a job, and then blame the job. There was NEVER a mention of equipment, even after two complete walk-throughs of the home. The expectation was set on day one, which stated he needed to be lifted, and it never changed. We even demonstrated with each aid how it was to be done. The response is a complete lie by the owner and unacceptable.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 03/10/2025

  I apologize for not meeting your expectations.However, disagreement with our reasons for discontinuing services does not change the validity of those reasons. I sincerely hope you find the care for your father that meets both your expectations and his needs.