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Business Profile

Home Care

Visiting Angels
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BBB Accredited BusinessA Rated by BBB

Complaints

This profile includes complaints for Visiting Angels's headquarters and its corporate-owned locations. To view all corporate locations, see

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Visiting Angels has 7 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 2 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/18/2025

      Type:Product 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.
      October 2024 roughly 8 months ago according to my properties website. After business hours, on my personal cell phone, I received a rather disturbing call from the so-called owner of Visiting Angels in Beaver Dam *********. He was upset about the bed bug pest control situation with one of my tenants and his care providers. I notified the care provider of the pest control company as she was about to enter the unit for her shift and I did not call the office beforehand. The owner was quite upset and thought it would be best to call my cell phone while on Bluetooth speaker with my 4 little children listening in the vehicle. He called several times until I finally answered. From the beginning of the conversation he was swearing and I told him that my children can hear and they are quite young. He laughed and continued, my children eventually got sick of his attitude and told him to stop calling their mom those bad names and have respect. He dared to say, well kids, your mom is a stupid f****** b**** and hung up. Mind you, this is my job, I do not own this property, how he got my personal cell phone is beyond me and why he is taking this out on me and slandering my name on the website for public view is wrong. It needs to be removed, very unprofessional considering the property paid all expenses related to their client bringing in the bed bugs to my facility in the first place.

      Business Response

      Date: 06/23/2025

      Thank you for reaching out and sharing your concerns. After reviewing our records, we were unable to find any documentation of a business-related interaction between you and our employee from approximately eight months ago, as described.

      We would also like to clarify that the review in question was not posted by our business, but by an individual exercising their right to share a personal experience. We do not have control over independent reviews, nor is it appropriate for us as a business to attempt to remove content that we did not create or influence.

      Additionally, we noted that you recently contacted our business and indicated you would file a complaint with the BBB unless the review was taken down. While we understand that negative reviews can be upsetting, it would not be appropriate for us to interfere with such content.

      We also find it unusual that this concern is being raised now, many months after the alleged incident. If you have new or relevant information directly related to a business interaction, we are open to reviewing it.

    • Initial Complaint

      Date:09/25/2024

      Type:Product Issues
      Status:
      Resolved
      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 had services with visiting Angels and the caregiver provided had walked out and decided to no longer fulfill her duties. I called and spoke to a representative from visiting Angels regarding the issue. They stated that they were unable to provide a replacement caregiver, I asked them to terminate the service and they informed me that I needed to give a 10-day notice. I immediately gave my 10-day notice and was never told that an additional caregiver was obtained to fulfill the rest of my 10-day notice. I spoke with ****** on the phone and she agreed to not hold me to the remainder of the 10-day notice seeing as they were unable to provide me with a caregiver. I then received a billing statement. I sent an email regarding the issue and I also called and spoke to a representative from visiting Angels and asked for ****** to call me. I never received a call from ****** to reference our conversation regarding the 10-day notice. However, I did receive an email from somebody at visiting Angels saying that I had not fulfilled my notice.

      Business Response

      Date: 10/16/2024

      Please know that the complaint was filed a day before we spoke to Ms Bigford regarding her questions and resolved the issue at hand and had any knowledge of the complaint.  The client has a dementia diagnosis and was routinely verbally aggressive and refusing care.  Despite attempts to coach and train the caregiver to deal with the behavior, the caregiver finished her shift and stated that for her own safety she did not want to return.  When we explained what happened to MsBigord, she stated she understood our 10-day notice policy and wanted to give notice starting 9/12/24.  Our office staff understood this to mean she did not even want us to try to find a replacement caregiver.  Upon being billed for the scheduled care for the next 10 days, Ms Bigford reached out to us disputing the charges.  A supervisor spoke to her on September 26th and she clarified she would have liked to have had a caregiver for those final 10 days.  Because of that, we decided to refunded in full their account for all care billed for 9/12 to 9/20 totaling $672.  That refund will be processed in our next billing cycle dated October 21st, 2024.  As far as we know, this matter has been resolved.  

      Customer Answer

      Date: 10/17/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 22337954, and find that this resolution is satisfactory to me. 



      Regards,



      Rebecca Bigford

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