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:12/05/2024

  Type:Service or Repair 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.

  My sister, my ******* were all present when we interviewed Comfort Keepers. The last we met with was named *****. She told us Comfort Keepers works with the VA. The ** provides or pays for 16 hours of care per week. My mother needed more help. ***** lied to us but it was 2 months later before she confided. By then they had already gotten over $6000.00 from my Mom. We all heard her lie. She lies to old people on fixed incomes.

  Business Response

  Date: 01/08/2025

  As of this date, we have not received any money from this client.

  Our representative, *****, did not lie or try to deceive the client.  Comfort Keepers does work with the VA however there are certain VA programs that we have not worked with before. Unfortunately, this was one of those and it took some investigation to determine this was the case.  Once we were able to locate and contact the correct VA program we were informed that the program in question is administered by Optum.  It then took time to locate and contact the correct person at *****. They told us that they did not list us as a partner and would not be taking any new partners until the VA required them to do so.  We put our name on the list to be contacted when that happened. Unfortunately, this process took several weeks and meanwhile we were providing services to the client.

  Once we found that the ** would not pay us, I found a local company who is an approved partner and contacted the client's family with this information.  They immediately cancelled services with us and started services with the other company.  We even allowed the other company to hire one of our caregivers who had been serving this client so that she could continue to do so.

  To date, we have not received any payments from this client for any of the services provided.  The services that were to be covered by the VA total $5,396.49 and those that were above what the VA would cover and which the client agreed to pay privately total $1,584.00.  I informed the client's family that the VA should reimburse them for the costs that they should have covered but they will not pay those funds to us. I will try to contact the family member who is responsible for payments and encourage them to appeal to the VA to cover the expenses so that we can be paid.

  Business Response

  Date: 01/08/2025

  We have received no money from this client or their family.

   Our representative, *****, did not lie or try to deceive the client.  ********** does work with the VA however there are certain VA programs that we have not worked with before. Unfortunately, this was one of those and it took some time and investigation to determine this was the case.  Once we were able to locate and contact the correct VA program we were informed that the program in question is administered by Optum.  It then took time to locate and contact the correct person at *****. They told us that they did not list us as a partner and would not be taking any new partners until the VA required them to do so.  We put our name on the list to be contacted when that happened. Unfortunately, this process took several weeks. 

  Once we found that the VA would not pay us, I found a local company who is an approved partner and contacted the client's family with this information.  They immediately cancelled services with us and started services with the other company.  We even allowed the other company to hire one of our caregivers who had been serving this client so that she could continue to do so.
  

  Payments for the 16 hours per week that the ** provides can be obtained by the client from the ** so that they can pay us. I informed the family member about this.  The services in excess of the 16 hours are to be paid to our agency by the family.

  Business Response

  Date: 01/08/2025

  The address that you have for us is incorrect which would explain why we didn't received your earlier notices.  Please change our address to *********************************************; *****

  Business Response

  Date: 01/09/2025

  As of this date, we have not received any money from this client.

  Our representative, *****, did not lie or try to deceive the client.  Comfort Keepers does work with the VA however there are certain VA programs that we have not worked with before. Unfortunately, this was one of those and it took some investigation to determine this was the case.  Once we were able to locate and contact the correct VA program we were informed that the program in question is administered by Optum.  It then took time to locate and contact the correct person at *****. They told us that they did not list us as a partner and would not be taking any new partners until the VA required them to do so.  We put our name on the list to be contacted when that happened.  Unfortunately, this process took several weeks and meanwhile we were providing services to the client.

  Once we found that the VA would not pay us, I found a local company who is an approved partner and contacted the client's family with this information.  They immediately cancelled services with us and started services with the other company.  We even allowed the other company to hire one of our caregivers who had been serving this client so that she could continue to do so.

  To date, we have not received any payments from this client for any of the services provided.  The services that were to be covered by the VA total $5,396.49 and those that were above what the VA would cover and which the client agreed to pay privately total $1,584.00.  I informed the client's family that the VA should reimburse them for the costs that they should have covered but they will not pay those funds to us. I will try to contact the family member who is responsible for payments and encourage them to appeal to the VA to cover the expenses so that we can be paid.