Complaints

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Think seriously before hiring from this agency. The manager seems friendly as did the 2 aides sent to me, but I had a very bad experience with the last aide they sent me. The aide embellished her experience, had difficulty doing simple tasks, very unprofessional behavior on the job, alot of personal issues which affected her service. I approach the manager several times to retrain the aide, go over basics, and gave her every opportunity to do well. The aide was more concerned about being a friend and approaching a male maintenance supervisor at my community. Instead of helping v, the manager made excuses. I questioned their vetting process and was not satisfied with the responses received. No one would be. Having someone in your home is a delicate situation that requires trust and preparation and support from management when there's an issue. I would not place my loved one here nor anyone in a vulnerable health condition either.Letter of certification's. in compliance for business and for aides. Reparations for loss time of home health care service due to ******'s retaliation in preventing ************ on Oct 5, 2022-***** to go forward by exerting her influence on the aide. ***** needed to complete her 40hour course with ******'s academy. ****** told her she couldn't move forth with me as it posed a conflict of interest to ******. This would have been *****'s first job in ***************** as a recent legal immigrant from ********. I told ***** she cneeded an ******** license before agreed upon date of hire Oct 5, 2022. She was in process. ****** finds students, they pay for and attend her 40 hour academy certification, and then ****** placed them in jobs. I asked how aides were vettted when out of the country and she was silent for a while and then said, they do. As a patient who is lucky to be alive, have full capacity of my brain after stroke in 2016, I m still able to write and complain. There are so many of our grandparents alone and in the care of who??

  Business response

  01/29/2023

  ************************* was a client referred to us by ****************  I do love doing my job as a coordinator and try to match the caregiver to the clients needs.  We sent caregivers for ***************** to interview, and she interviewed F**** and loved her, those were her words.  F**** worked for ***************** for a few months, and F**** had to go away due to family matters.
  
  ***************** liked to interview the aides, so we scheduled several aides that were interested in the job, but the schedule for ***************** didnt work out. ***************** liked afternoons, and she didnt want the aides to have a job in the morning, as she thought that they would be too tired by the time they would come to work for her.    The aides cant survive with just 4 hours 4 times a week 16 hours), so they need to get other cases.   
  
  We then introduced ******, one of our recent graduates from the academy that had recently finished the Home Health Aide program. The certification is equivalent to the 90 hours required by the ****************. ****** was looking for a job at that time, and I asked her if she would be interested in going for an interview with *****************.  She called ***************** and ***************** loved her, she wanted ****** as an aide, but ****** told her she couldnt work now because she wanted to obtain her ******* Drivers license, as she only had an International Drivers License and she wanted to have all the necessary and correct documents as a ******* resident. They both agreed to wait for several weeks, and ****** was planning to come to work for her.  ****** was ready to work, but the only issue was that ****** was not going to be able to drive *****************, because our policy is that the aide must have a valid ******* Drivers License to drive for a client.  ***************** told ****** she didnt mind, as she wanted to wait for her, as she really liked her.
  We then sent another aide, ******** for an interview, to cover while she waited for ******. ******** called ***************** for the interview, and ***************** didnt want her because she misunderstood her.  ******** was leaving her clerical job to dedicate herself to only doing home health care. ******** is an experienced aide, that has been registered with us for a while.  At that time, ******** was working only weekends with us, and now she wanted to start working during the week.   ******** told ***************** her plan, but ***************** thought that ******** was planning on leaving us.  She didnt understand what ******** meant, and then ***************** told my assistant, ******, that she didnt want ******** because she sounded old and asked where she is from.  ****** told ***************** that ******** is from ******************.  ***************** said NO I dont want her, and then ****** told her that ******** is not old, as she is only in her 40s, and *************** still didnt want her.
  
  ***************** then called ****** and told her to leave Palm Beach Nursing Care and go to work for another agency. ****** said No I cant do that, this is the agency I want to work for, and I wont go any other place.  ***************** then got upset because ****** didnt want to work for her.
  
  I tried to contact ***************** several times and she would not pick up my calls or answer my texts.  I have the texts to prove it that I reached out to her several times, but looks like she decided to block me.  
  
  I then called her Case Manager, **** to let her know what was going on with *****************, and **** told me that ***************** had complained to her about me. I told **** to please send the termination letter, as it looks like we will not be able to please this client, as she found faults with all the aides we sent.   She only wanted young ladies, white and told us not to send any black aides. She was very picky and difficult to please, as none of the aides we sent were the right person for her.  I then told **** that ***************** tried to get ****** to go to another agency so ***** could work for her, and **** said the ***************** cant do that, and then sent us the termination letter. 
  
  ****** said that ***************** started the whole problem when she told her to leave Palm Beach Nursing Care and go to another agency.  ***************** kept calling her and insisting to please go work for her, and finally ****** blocked her number.
  
  When we got the termination letter from Humana, I saw a bad review from ***************** on ****** about me.  It looks like she is trying to personally hurt me, but I ignored it, because I know I did the right thing like I do with all my clients.   I go above and beyond with them, and I love helping people and I want them happy.  You can ask the Case manager, you can ask the caregivers, you can call all my clients, so I am confident that I didnt do anything wrong with *****************. If you need to speak to ******, **** the case manager, my assistant that was the last person that spoke to when she decided to block me. I am willing to give you all those numbers if you want to follow up on her complaints. She is determined to hurt me. She wrote 2 bad reviews on ****** already, and all is about me. Not the Company

  Customer response

  01/30/2023

   
  Complaint: 18221308
  
  I am rejecting this response because:

  None of what ****** says is true. F**** didn't leave, I let her go after a complaint from my maintenance manager that she was personally harassing him and his staff as she had a personal interest in him. F**** was always late, unprofessional, and needed a lot of basic training. I never met ******. This woman is making up details. Please send me email so I can send message thread. I indeed fired my case manager because she was unable to get me an aide that had basic training. I'm still with Humana, I'm very satisfied with my new agency, Affinity, my case worker and agency coordinator has been great. I just sent letter of appreciation to Affinity for providing quality aides that are trained from day 1. I can't begin to respond to ******'s stories. As I have messages to and from ******, copied to ****, that show real communication. The last aide I dealt with was named *****. She just came from Columbia and didn't have driver's license and was working on her residency papers. It was ****** that talked ***** out of working with me. I can't begin to tell you what a nightmare this agency was. Very unprofessiona. I have no personal feelings towards anyone. I just think it's important to send trained aides with proper documentation to a patients home. I don't think anyone likes being misled. 

  
  
  Sincerely,
  
  *************************

  Business response

  02/02/2023

  Tell us why here...I never heard a complaint from the client about any harassment with the maintenance man while F**** was working for *****************. ***************** then told me about it when F**** went back to her country due to her fathers sickness. I then spoke to F**** about what was going on with the maintenance man, and she denied the whole thing, she told us that was not true.
  
  ***** is working with the same client since August but now she is full time, and they love her. She is doing wonderful there, F**** is a sweet lady and a great caregiver, that is what I get from most of our clients that had the opportunity to have her. Only good complements.
  
  I am so happy that ***************** found the aide that finally can work with her, that is what we do, we try to get you the best but sometimes it doesnt work out.
  
  *********************** is very professional and did not want to work with someone who was asking her to leave her current agency.  After that, she didnt want to go to that client. We are so lucky to have *** in our database of caregivers.
  
  I am so sorry that ***************** blocked my number and was not picking up my phone calls, but it is ok because that is her right to leave an agency and go with another one if she is not completely satisfied.
  
  I wish ***************** success and best wishes to her.
  

  Customer response

  02/03/2023

   
  Complaint: 18221308
  
  I am rejecting this response because: The maintenance manager can verify what happened between himself and F**** Contact Colonial Park Apts in *******, ask for ************************. I tried to let F**** go twice and asked for support and training for her and it wasn't done. F**** was more a friend than a worker. I also was hospitalized with Staphylococcus Cluster blood infection from the aide before F**** I'm now with an aide that is Haitian ******* so I'm not a racist, as accused. This agency rep is lying and was unable to address the problems as they arose. As for *****, I spoke to her about the agency system vs PPO as that's what I have always worked with before successfully. It was posed as an explanation of agency vs PPO since I'd been having such problems with Palm Beach. At no time did I tell ***** she had to leave the agency. I keep records of texts, conversations, and dates. Thankfully, I found an agency that is professional and vets their aides according to ACHA guidelines. 
  
  Sincerely,
  
  *************************

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