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Business Profile

Home Health Care

Caprock Home Health Services, Inc.

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Caprock Home Health Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Caprock Home Health Services, Inc. has 17 locations, listed below.

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    Customer Complaints Summary

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

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    Complaint type

    • Initial Complaint

      Date:02/18/2025

      Type:Service or Repair 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.
      Date of incident 1: 2/12/2025 no call no show from company from aid. Supervisor showed up (Crystal). Main issue was no call no show from aid.2/13/2025 aid and supervisor (*******) showed up. Aid stated issues with dogs on property afterwards. Aid worked, but not full length of time assigned. Incomplete tasks. 2/15/2025 another no call no show. Contacted company to ask where an aid was. ******** picked up phone and stated previous aid was not comfortable with the dogs and ******** herself would show up in an hour. ******** never showed up.2/18/2025 no contact from company since.

      Business Response

      Date: 03/19/2025

      Our response...

       

      This is the first time we have received a complaint through BBB, we took the following measures by following up going to the client's home to go over the complaint for the client to sign. We have an AO scheduled to place a new care giver in the home, and we have an IDT meeting scheduled with case manager to find solutions to better help this client.

      Do you need anything further from our agency at this time?

       

      Thank you,

      ******* *****

      Business Response

      Date: 03/19/2025

      On February 13, 2025,the Attendant discussed her concerns with the *********** Supervisor, Crystal.Mrs. ******** home has several stray dogs, both inside and outside. The dogs outside often jumped on visitors; one even jumped on the Attendant's car,scratching it. The supervisor visited Mrs. ******** home to assess the situation and determined that it was not a safe or healthy environment for our attendants.

      The dogs inside the home also make it difficult for anyone to clean and care for Mrs. ******* which hinders the completion of any tasks. The *********** Supervisor explained this situation to the client. The current attendant has requested to be removed from this case. The agency has found a replacement for Mrs. ******* but the issues with the animals have not been resolved. The agency believes that no one will want to stay as an attendant due to the excessive number of animals.    

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