Home Instead Senior Care
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Home Instead, Sutton Coldfield Franchise
Sutton Coldfield Franchise We used Home Instead for 2.5 years to care for my mother before we left them. I would rank 3 of the 5 carers we experienced as exceptional. They really cared about what they did and did it well. However, the back-office team and owner ranged from adequate to incredibly poor. Even when things were proven not to work, the way they rigidly and doggedly stuck to their processes and policies was incredibly frustrating for the family trying to manage care needs. We tolerated incorrect billing, admin errors and a general coolness towards customer focus. The straw that broke the camel’s back was a bad experience with 1 carer who made fundamental mistakes putting my family member at risk and Home Instead failed to acknowledge this at the management/owner level (or compensate for the fallout charges). When things went wrong of their making, there wasn’t any genuine empathy or goodwill that I experienced. Home Instead are the most expensive that we found, so charging a premium for the hassle and oversight I had to do myself wasn’t acceptable.