Consumer Complaints and Reviews
A serious criminal incident that occurred with the employees of Comfort Keepers in Euless, TX on May 27th, 2016. In July of 2015, we conducted a search to obtain assistance for our aging parents. We chose to go with a National firm that we believed would provide the security of employee screening, licensing and background checks and chose your company as you are a VA approved provider who understands the challenges of caring for family from a long distance. After a phone interview, we requested that Comfort Keepers in Euless, Texas visit and conduct an evaluation. On August 17th 2015, our parents, Decorated Veteran USAF Master Sgt. (retired) and his wife, signed an agreement with Comfort Keepers.The initial visits were positive, and our parents agreed to engage Comfort Keepers. I spoke candidly with Kalan ** on the billing process and informed her that my husband and his brother would cover the cost of the service until the VA benefits began and that all conversations related to billing would be handled by me.
Shortly after your service started we began to experience issues with staff members not showing up and no communication to our parents. We would find out that the caregiver did not show up until after a call from our parents. I repeatedly discussed with Ms. ** the critical importance that they communicate with me. We understand that things come up but preemptive calls to me would allow me to make sure things remain positive with our parents.
In March, I called Ms. ** to notify her that our parents requested we terminate Comfort Keepers. A final notification was sent that we would be terminating the contract due to lack of communication and to poor service standards. We were very frustrated as it had taken months to get our parents to allow us to bring in help and that the poor service created a situation making it difficult to bring in another service provider. Ms. ** requested one more chance - she promised that she would personally oversee our parents' case. She also agreed to meet with our parents and make a commitment to them to improve the service. After the meeting our parents agreed to continue. It took two more caregivers before Comfort Keepers got it right, or so we thought. Lizbeth ** aka Belinda ** became the weekly caregiver.
In May we received a distraught phone call from mom informing us that that they had called the Hurst Police because the Comfort Keepers caregiver had robbed them. We are not sure how long Ms. ** had been stealing items from their home. Virginia had not been well and had undergone surgery the week before the theft was discovered. Virginia initially noticed the theft when she was getting ready for a doctor's appointment. I immediately called Ms. **. She advised me that she was ill. I advised her that the police were at our parents home and that someone in Management from Comfort Keepers must immediately be sent to the residence. She then advised me that the franchise owner was on his way to our parents home.
Other than one call to our parents requesting copies of the pictures of the items stolen, we have had not received any communication or follow up from Comfort Keepers, no request to review the situation, no discussion on the credit we still have on file. In addition, the items listed on the police report, which have a value of $53,000, several the items are family heirlooms that were to be passed to the grandchildren, and are irreplaceable. Their only granddaughter was devastated when she learned that the jade earrings that her grandfather, a decorated Vietnam Veteran, had brought back from Vietnam during his service in the 1960s were taken, and currently have not been returned. We have identified other items that were stolen.
Since June, we have had to interact with the Police Department, the Police Detectives, the DA's office, and various attorneys. We have had to incur the expense of multiple trips to Texas to care for our parents. Her physician has documented that the stress of this incident has had a significant negative impact on her health. Our parents are afraid to have another caregiver in their home. While we have received some of the stolen items back, they continue to be afraid that the people close to the Comfort. We continue to incur travel expenses so a family member can be in Texas to care and assist with mom's home care. It appears that we must continue this for at least the next year as mom's health has deteriorated to the point where we cannot move her closer to a family member.
I was contacted promptly by the representative who assured me they could accommodate our schedule needs, but found out later they WILL NOT: Take blood pressure, even with a simple wrist cuff device supplied by the customer. Serve honey-thick liquids (which he has to have to avoid aspiration), even when supplied by the customer in pre-packaged quantities. Change out a catheter collection bag. I'm not talking about the part that inserts into the patient, just the collection bag that connects externally. This is very simple and requires no medical expertise. I had gone over this need with the representative over the phone, but she said nothing about that being a problem at the time. Other caregivers I have spoken to are able to accommodate these needs. So, if you or a loved one need care that goes beyond handholding, perhaps you would be better served elsewhere.
We recently moved in the area and needed someone to help with my disabled wife (3 hrs. Monday to Friday). Initially, I thought that the company was thorough and although on the high side, the person that came did a good job. That was until I got a call that at the last-minute she had given in her notice and they needed to send someone else at an earlier time than we wanted. We went ahead and the service was very poor. I thought its her first day we will wait before asking for someone else. However, very late in the afternoon (too late for me to find someone else), I was called to be informed that they had no one available. I told them that this is a joke and as I was initially informed, there would always be someone on standby. Lie # 1!
I also had received an invoice through email that money was being taken out of my account by direct deposit, even though I had already given them a check for the initial two weeks before the direct deposit was set up. Just on $1,000 dollars for what was then just less than 1.5 weeks work! When I questioned it they told me that the two weeks was for security for the last weeks of work. Lie #2. So, I told them that since they can not find anyone to do the job, I wanted to finish with them and asked for the money to be refunded. Still having to call them back regular each week, since they have not refunded my money! I hope this helps save the next person from making the same mistake of hiring this company! Always be wary when a company does not have its own complaints section on its site! Will give them until mid next week before reporting them to my bank as fraudulent and reporting them to BBB!
Comfort Keepers used to take my mom to medical appointments. Recently, however, when Comfort Keepers brought my mom home from an appointment, she was unable to get back into the house because she had lost her remote to enter into the garage. Rather than giving me call to explain the situation, Comfort Keepers pounded on the door over and over again until my teenage son woke up and opened the door. I have been told that he was rude when he finally opened the door. I don't doubt that because he had worked all night, and has a teenage bad attitude.
I am not defending his actions, but I am very disappointed in how Comfort Keepers handled the situation. They have my phone number, they know my mom lives with us, they know that I have power of attorney, and they know it's my home. If they had bothered to call, I would have simply provided the access code that would have allowed entry into the garage. This is neglect on the part of Comfort Keepers.
The quality of the service was outstanding. They were very courteous and nice and very professional with their work. And the work was done with much care and professionalism and everything was done very thorough in a timely manner. The cost of the work is nothing to complain about. When you consider what's being done and the quality of the work it's just a small price to pay. I would more than pay them again. The crew were very nice to say the least. Throughout the entire job they held up the friendly attitude and I couldn't be more appreciative. They make you feel very comfortable. They were able to work around my schedule anytime I needed. And that's something that isn't very easy to find. Not too many people out there are willing to work around another's time.
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The caregivers are so compassionate and care so much for my grandfather. They do a fantastic job keeping him busy and activities. He brightens up when he sees his daily caregiver. It cost is well worth the price. I do get supplementary stipend since he is a veteran so that does help with the cost. There is the availability to afford your price point be it an hour. The caregivers are very friendly when caring for my grandfather. They take their time with him, explain what they are doing with him and get the test performed in a timely manner and they keep him happy the whole time that he is there with them. I am able to schedule a comfort caregiver to come in when I need them to care for my grandfather. I am also able to add them to my schedule when something comes up be at me have an appointment or in need of an emergency.
I was very happy and pleased with their services. They were prompt and reliable and very caring of my mother's needs. I would recommend this service. I was satisfied with the cost of the service. Most of it was covered by insurance. I called comparable services and their costs were the most reasonable. Their staff was very friendly and professional. They presented themselves in a professional manner and treated my mother like she was their own. I have a pretty hectic schedule and they were very flexible. They went above and beyond to be able to work with my scheduling needs. I was very pleased.
They have helped us take care of my father. Otherwise, he would not be able to stay at home and would be placed in a nursing home. We appreciate all the work these people have done to help out our family. The cost is not out of our family's pocket as everything is covered by health insurance. We will without a doubt recommend this service to all our friends and relatives. They have gone out of their way to be very friendly. I would like to give them "FOUR STARS" for friendliness. If we could give them a friendliness award we would supply it definitely. They have been available to our family (7) days a week and (24) hours a day. This has been extremely helpful in our care for my father.
They did a good job and I would recommend them to family and friends. This is a good company to have work done. Would also like to confirm that I enjoyed having them. Very reasonable cost and good value. I would recommend to family and friends and would use them again as needed. We enjoy the company and their business. Great availability.
The quality of service was great. They did explain job. They were friendly, did everything in a timely manner. Was extremely happy. I'd recommend this to anyone. The price was not that bad at all. Was a little pricey but was totally worth it. They were all extremely friendly the customer service, the girls who clean. It was a very pleasant experience from beginning to end of the process. I'm very happy and again I would recommend this to anyone. They were very reliable. They were on time, fast, friendly.
Comfort Keepers went above and beyond and really helped out my grandmother. They made her feel good about herself and that put my mind at ease. The service was definitely worth the cost I paid for it. I was more than happy to pay for the care of my grandmother at these rates for the quality of care! The caretaker was always very friendly and had a smile every time they arrived. I never felt like they were having a bad day! And they always made my grandmother smile! They were always available when I needed them for services. I don't recall ever being turned down for any kind of date request. Great availability!
Comfort Keepers arranged to care for my disabled brother upon his return from a rehabilitation facility in Durango, Colorado. Within the first two weeks of their employment here, my brother was missing $500.00. Comfort Keepers made no arrangements to either address the issue or to restore the funds. When I requested that the two employees in question not return to my place of residence, the owner told the supervisor to pull all employees out without warning. This left me having to scramble to find immediate care for my brother. It was irresponsible and unprofessional. I would not recommend this company to dog sit, house sit or otherwise let alone for someone who was vulnerable. The weekend people who were from the same company were professional and kind.
This company when dealing with consumers make the entire bunch appear inept, when the reality is the owner and her management team failed the employees by their inability to address the theft as well as, pulling employees without informing the family they were there to assist. Who does that? Apparently, Comfort Keepers.
I was shocked when I saw reviews of other Comfort Keepers. This in-home agency has been able to provide my parents with consistent and caring caregivers. I do not live locally and the communication between scheduling and myself has been perfect (they know when to reach out and when to trouble shoot on their own). The new owner is a nurse with an extensive background working with hospitals, social workers, rehab facilities, assisted living facilities as well as nursing homes. She is also familiar with all services that can be provided under insurance and/or free and shares that information with me and my parents. I rest peacefully knowing that my parents are receiving great and caring care.
Due to a deductible on our Long-Term Care Insurance, we had to foot the bill for the first 60 days and got talked into Comfort Keepers. We were given the hated, politically correct excuse that there were no resumes, reviews or pictures we could choose from and it was up to who is available. The Nigerian woman they provided for 4 days of the 7-day week was caring though it took a while for my dad to get used to her in more ways than one. But the young woman for the other 3-days just sat there and TEXT or played with her phone, never or rarely asked my dad if he needed anything, didn't even provide some conversation. AT $250/DAY. WHAT A TOTAL WASTE OF MONEY!
I am a 72 year old man with Parkinson's disease and my daughter is posting this for me. I am on Medicaid and was entitled to a home health aid for six hours a day, seven days a week. This was very important to me as I am housebound and need help with personal care, housekeeping and errands. My case was assigned to Comfort Keepers and I was told that it would be a few days before they could find a caregiver. I called everyday and was told the same thing by a very rude staffing coordinator. I asked to speak to the owner and was told that he does not take calls.
Finally, I was assigned a caregiver who showed up 45 minutes late and informed me that she would not cook and not do housework. I called Comfort Keepers Scottsdale and asked that she be replaced with someone who would perform the services I needed. What followed was a nightmare of numerous caregivers. Most were late, some never showed or called, many had difficulty communicating. One week I had five different caregivers. I finally complained to Mercy Care and was assigned a different home care agency.
Shelley WebbSenior Products Contributing Editor
Shelley Webb is a registered nurse, geriatric care manager and freelance writer who concentrates on the subjects of eldercare and health.
More about Shelley→
With more than 700 worldwide franchise offices, Comfort Keepers is an industry leader in home health services.
- Understand your care needs: Use their simple online guide to determine the type and scope of care you might need for yourself or a loved one.
- Emergency response monitoring: For those who only need a person on hand in case of emergencies, remote monitoring might be an inexpensive alternative.
- Respite care: Being a primary caregiver can take a lot of time, leaving little time left over for errands or relaxing. Respite care allows you to take a break, secure in knowing your loved one is still receiving the care they need.
- Find a provider, fast: Sometimes, when you need home health services, you need them yesterday. Comfort Keepers has a network of local providers you can search through to find someone within minutes.
- Dementia care: Seniors with neurological conditions have very specific care needs and require constant supervision. Find trained personnel who can allow your loved one to stay at home for as long as possible.
- Best for Primary caregivers, elderly individuals, persons with dementia, persons with a disability, accident victims and terminal patients.
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Comfort Keepers Company Profile
- Company Name:
- Comfort Keepers
- Year Founded:
- CK Franchising, Inc. 6640 Poe Ave.
- Postal Code:
- United States