Home Instead Senior Care is a leading provider of in-home senior care services, dedicated to helping older adults maintain their independence and quality of life in the comfort of their own homes. The company offers a range of services designed to meet the unique needs of seniors, including mobility assistance, everyday task support, and specialized memory care. With a focus on personalized care, Home Instead works closely with families to ensure that their loved ones receive compassionate and attentive support.
Targeting families seeking reliable and professional care for elderly relatives, Home Instead Senior Care emphasizes the importance of a caring approach in its services. By matching clients with local offices, the company facilitates tailored care solutions that address individual needs and preferences, ensuring that seniors can age safely and comfortably at home.
Home Instead Senior Care has a poor customer experience.
Home Instead Senior Care receives a mixed reception from reviewers, with a significant majority expressing dissatisfaction. Many customers criticize the company's management, citing poor communication, lack of training for both management and caregivers, and a general absence of compassion.
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Complaints about rude staff and inadequate support for essential home needs are prevalent, with some reviewers noting that caregivers lack basic skills for household tasks. However, there are positive mentions of individual caregivers who provide excellent service, with some clients appreciating the reliability and responsiveness of specific branches. While a few reviewers highlight the quality of care from certain staff members, the overall sentiment leans heavily negative due to systemic issues within the company.
Each source counts by its number of reviews. Only reviews written by people are scored.
Rating, volume, share of the score, six-month trend and fake-review risk for each source
Source
Rating
Reviews
Weight
6-mo
Fake risk
★
Trustpilot
Imported Trustpilot reviews
2.2
156
100%
-1.2
● Low
2.2 / 5 overall
=
156 reviews across 1 scored source
How fake risk works ⓘ
Reputation trend
Monthly average rating from reviews written by people · latest review Jul 2025.
Last 3 months
1.0▼ 1.2
12-month avg
2.1
All-time
2.2
Category avg
4.4
Monthly averageCategory average
Monthly average rating and review count
Month
Average
Reviews
Aug 24
2.7
3
Sep 24
1.0
1
Oct 24
—
0
Nov 24
1.0
2
Dec 24
4.0
2
Jan 25
3.0
2
Feb 25
1.8
4
Mar 25
2.3
3
Apr 25
2.7
3
May 25
—
0
Jun 25
1.0
1
Jul 25
1.0
3
What people praise & complain about
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 156 most recent reviews.
Top praiseof 45 positive reviews
Customer service29%
13 mentions
Professionalism16%
7 mentions
Helpful support9%
4 mentions
Reliability9%
4 mentions
“We went to them on basis of personal recommendations and were so happy with the service they gave”
On “Customer service” · Jul 24, 2024
Top complaintsof 108 negative reviews
Payment issues27%
29 mentions
Customer service20%
22 mentions
Charges16%
17 mentions
Cancellation9%
10 mentions
“Make things that are needed to stay at home easy to obtain”
On “Payment issues” · Jul 17, 2025
How it compares
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Health & Medical.
Overall rating and review count for this company and similar companies
Regret working there! Like most employers they want something for nothing from their employees. You can find a better job anywhere. Don’t help these loser exploit others.
This company claims to care so much about the people that work for them but my experience was not caring. They misreported my earnings to the EDD, which gave me a fine. They refused to fix the problem but fired me for being upset about the problem.
Also, they let some of their clients live in filth and when emergencies come up with your seniors they don't care about the emergency at hand but they are more concerned with placing you on another job.
Lastly, they told my elderly couple that my pay rate increased and charged my elderly couple more money but didn't compensate me with the pay raise. Horrible company to work for.
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Some of the aids are very good. But they leave you without an aid very often. Seems they have more patients than staff to cover. Office manager iisnt nice at all. They dont call a lot of times to tell you no one is coming. Very dissatisfied with this company in Kingsport Tn. Looking for a company more reliable with caring staff.
Stay away from Home Instead. They've been Investigated
Home Instead Virginia Beach owned by Laura and Tom Bouseman is a highly corrupt, disorganized, I'll trained organization. Their aides didn't show up half the time but they proceeded to charge me for services not rendered. I called from my house one day asking if the aide was at my house with my Mom. They said "Oh yes, she got their at 7:30 and everything is fine". I told them I was standing in my kitchen , it's 10:30 and there's no side at my house. They said they would send an aide. I told them don't bother. I'm home and I already fed and changed my Mom.
On another occasion, the aide left my Mom sitting in her own excrement the entire day. I reported this to the Commoneealth of Virginia Dept of health and the aide was asked what happened. She said my Mom never asked to be changed. My Mom had Alzheimers and was treated like a piece of garbage by Laura Bousman and her staff.
The Commonwealth reprimanded Home Instead Virginia Beach. They are a bunch of low life scumbags who have no idea what they're doing.
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Home Instead Senior Care
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Home Instead Senior Care
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146 Home Instead Senior Care Consumer Reviews
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Rated with 1 star
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Mary of Clarendon Hills, IL
Verified Reviewer
Original review: July 12, 2019
We used Home Instead in Oak Park, IL. I feel when we needed them the most they failed us. Most of the staff was ill equipped to handle my mother's needs as she deteriorated. She was bedridden and it took 3 people to change the soiled sheets and her, most of the caretakers had no idea what to do. As if that is not bad enough one of the caretakers decided to clean my mother up, exposing her private parts in front of family (her grandchildren) that were there visiting. I'm appalled that the caretaker would think that was acceptable in any way, shape or form. They also lack communication, as supplies were delivered from hospice boxes were stacked in a place that was not easily seen and never communicated that supplies had been delivered. If you love your family member I do not recommend them at all!
HELPFUL
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Rated with 4 stars
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Elaine of Los Angeles, CA
Verified Reviewer
Original review: July 9, 2019
It is important to understand that the experience I describe here is related to one of Home Instead's many franchises. I have read negative reviews that have nothing to do with the Culver City franchise I used. In fact the home instead office that I dealt with was highly professional, courteous, and client-oriented. At our initial meeting they provided me with a list of qualities that I could expect from my caregivers. They made it very clear that I was to notify the office at any time that I felt I was not appropriately being cared for.
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3 people found this review helpful
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Rated with 1 star
edie of Vancouver, WA
Verified Reviewer
Original review: June 5, 2019
Since negative stars are not available, they get one. Totally negative on the high turnover staff. The RN's are combative and prone to slander. They treat workers and families horribly. If you want caregivers sleeping during the shift, and having basically no idea on proper care of your elder, this is the company for you. None of the home staff are licensed, and most are morons. Unfortunately, once they are in your life, its near impossible to get rid of due to attachment with the good ones. Near two years into this adventure leaves a bad taste.
HELPFUL
3 people found this review helpful
Rated with 1 star
Larry of Surprise, AZ
Verified Reviewer
Original review: June 4, 2019
They lasted two days as they dropped my loved one TWICE in 2 days. They also have questionable pricing as 2 twelve hour shifts is not considered 24 hrs in their pricing. They showed one shift as awake and the other resting but charged the higher rate for both. When questioned they told me they didn't have any 24 hour shifts. They are nothing but baby sitters.
HELPFUL
5 people found this review helpful
Rated with 1 star
Georgia of Forest Hill, MD
Verified Reviewer
Original review: March 23, 2019
I had just hired Home Instead Senior Care in Bel Air Maryland for my brother who needed care. Before hiring Home Instead Senior Care my first question was, "How would you know if your employee will be clocking in since their way of doing things does not involve clocking in on the customer phone." I was informed by Kim that Home Instead can see where they are at all times. So I hired them and they sent over a caregiver Laura and she apparently was clocking in on her phone then leaving the house then coming back to clock out at the end of her shift. She would do certain chores but then leave for the remainder of the required hours.
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HELPFUL
18 people found this review helpful
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Rated with 1 star
Jesse of Houston, TX
Verified Reviewer
Original review: March 1, 2019
Home Instead lies about everything, from background of caregivers, to age and experience. They will say a caregiver has worked for them for a long time and then when the caregiver shows up she says it is her first day to work for Home Instead. Age is misrepresented and caregivers are up to many, many years older than patients are told and they don't feel up to doing much other than sit. The caregivers who have worked for them before are dissatisfied with the company and say they are interviewing with other agencies but would like to work independently. The company is low paying but charges top prices for the caregivers. I do not recommend this company as I had bad experiences with them.
HELPFUL
25 people found this review helpful
Rated with 5 stars
Susie of Tucson, AZ
Verified Reviewer
Original review: Nov. 30, 2018
From the moment I met with Becky from Home Instead I felt that she had my father's best interest in mind. The next day, both she and our potential caregiver, Brittany, visited with my dad and they made a plan and a schedule for in home visits. My father really appreciated Brittany's help and company. I really appreciated Becky's help finding insurance based PT and OT. She went out of her way to make sure that my dad had follow-up care. I would recommend Home Instead to anyone who needs to plan elder-care for a parent. They are professional, kind, and caring.
HELPFUL
5 people found this review helpful
Rated with 1 star
l. of New Zealand
Verified Reviewer
Original review: Nov. 17, 2018
Two of the seven different caregivers Home Instead sent us bonded well with the patient, actually gave him happiness in the last months of his life. And so when I requested these two special caregivers HOME INSTEAD would not allow them to return. Instead they sent other caregivers who actually made the patient's last months hellish. I am shocked by the cruelty of this company. It is supposed to be a service and yet they are crueler and detrimental. It was extremely hurtful and frustrating to an already difficult situation. STAY AWAY from HOME INSTEAD.
HELPFUL
27 people found this review helpful
Rated with 1 star
kira of Farmington, CT
Verified Reviewer
Original review: June 28, 2018
Well, they lasted a total of 1 1/2 times visit. I met with one person initially and did some sort of interview time thing in my home. I thought this person was fairly pleasant and easy to talk to. So the next time he came back with another worker (They seemed to be some sort of "package deal".) His agenda was to barge into my home, and personal, sacrosanct space, and re-make it according to "his image & liking". He seemed a tad confused, and thought he lived there. Not me! This is so disrespectful! And the other person's agenda was to sit down and never really get up again the entire time or do anything helpful or useful. Alas, we have run into this similar situation many times, with each type of "home health care" we have hired.
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HELPFUL
46 people found this review helpful
Rated with 1 star
James of Henrietta, TX
Verified Reviewer
Original review: May 22, 2018
I do not know anyone that likes or would tolerate a parade of strangers through their home but evidently that's the way Home Instead, does business. In the last 8 months, we have had 5 different people come and go from this company. What does it take to find one person that will do the job of just sitting, watching, and occasionally helping. The job is easy and indoors! They started out just fine for the first couple of months but then a different person every other day started showing up.
HELPFUL
46 people found this review helpful
Rated with 1 star
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Lexi of Kersey, CO
Verified Reviewer
Original review: Feb. 26, 2018
I had an interview with this company’s Fort Collins branch last week and was offered a position. I received a phone call today saying that after speaking with my references, I wouldn’t be a good fit to their company. I then contacted all of my references and NOT ONE of them was contacted by Home Instead on my behalf. Dishonest administration. I would avoid them at all costs.
HELPFUL
65 people found this review helpful
Rated with 1 star
Mike of Solon, OH
Verified Reviewer
Original review: Dec. 26, 2017
My mother has been receiving Home Instead care in Ohio. She resides in the Cleveland area. The family thought of Home Instead for her. However, the caregiver who has been serving her for the last 2 plus years has been lazy and cannot meet her needs. Also, she does not communicate with her office or return calls from clients. She also wants to help herself with personal items. Her name is Jackie and she is based out of the Oakwood village, Ohio office. So, that being said if your loved one is in need of senior care I would strongly look elsewhere for a better service with
Don’t work for them. They terminated my contract by accusing me of something I didnt do. I was accused of it one day then terminated the next. I worked for them for 15 months so had no rights. No right to appeal, nothing. I was also threatened with legal action because I went to a clients house to say goodbye and they found out. They don’t care about their clients or their carers.
I applied for the job and I got it worst time of my life.
I applied for the job in wellingborough owned by a couple and I got it. Well basically then i was told i also had to do some care. So I got trained for the care but not the field Supervisor role. I was then put in deep end to do both roles without induction. There was no scheduling it was a mess,hence some lateness.Then got sent to client that didn't want staff to use gloves while helping him with personal care as a new staff I didn't agree and I explained the health and safety issues but he complained and because they can't loose the client, they very mercilessly sucked me without investigations I cried like a baby it was that bad. If you want dipression apply.
Management are all hypocrites don't trust there smiles. Worst company I have ever worked for.
I applied to work for home instead and was successful however as the training day got closer I started to receive phone calls from various members of the care team asking me to consider different caring roles than the one I had originally applied for... and also NOT trained in!! I’d paid my £50 for DBS batter the 3rd call I decided not to start the job... and reading reviews I’m glad I didn’t. However it’s 5 weeks later and still no DBS certificate and the sweet lady in HR assured me it can take weeks... well not according to gov website. So my next step will be a solicitors letter.
Sheffield homestead
I can only comment on my experience of Home Instead providing care for my mother in Wimbledon. It is an outstanding agency. The lengths to which they go to provide appropriate carers, the efficiency with which the agency is managed and the attention to detail in every aspect are wondrous to behold. We have had about six months involvement with HI in Wimbledon and it has been close to faultless and way beyond my expectations. My mother loves the carers, adores them. Brilliant.
This review has been done using my husbands email address!!! After working for this company for a short period I parted company with them due the way they treated their staff and poor care of their (clients). After leaving i kept in touch and visited a lovely lady who I’d visited whilst working for Home Instead, with the consent and approval of her family, even doing various chores for her which Homeatead had failed to do on their visits, I never asked for or accepted any payment for doing this, I purely did it as a friend, Homestead have been in contact with their Client and my self dictating that I’m not aloud to visit her.... and they claim to be a “CARE” company.... They claim this was in my contract, which I never had!!!!
I employed the Bristol Home Instead team to look after my mum who has Alzheimers. My reason for doing so was to help Mum with her personal hygiene. In the 9 months of them visiting Mum, not one person washed her. They were completely unreliable, turning up between 1-3 hours late. Any complaint to the office via email was ignored. Telephone complaints about wrong bills and carers not turning up - I was told they'd look into it and call me back - but they never did. Some of the ladies were lovely - however they didn't have a clue what to do and would always ask me what was wrong with Mum as she had no speech - none were ever briefed about her condition or what I expected of them. A succession of 2-3 different carers a week, never gaining Mum's trust as all they did was make her a cup of tea and then write in her 'company logbook'. Our last carer was a chef at a local Indian restaurant! An extremely unprofessional firm - avoid!
I do not know anyone that likes or would tolerate a parade of strangers through their home but evidently that's the way Home Instead, does business. In the last 8 months, we have had 5 different people come and go from this company. What does it take to find one person that will do the job of just sitting, watching, and occasionally helping. The job is easy and indoors! They started out just fine for the first couple of months but then a different person every other day started showing up.
I engaged these people to help care for my father who had early stages of dementia - though it wasn't apparant at the time ..He was pretty well self suficient but needed some assistance with cooking etc.. They may be OK to call in and make cups of tea for people who need company but beyond that they are frankly worse than useless in my experience. They are clearly incapable of dealing with dementia - contrary to their advertising. Furthermore there was a succession of different "carers" so my father never knew who was who. After a few months of their engagement, during which time they called ambulances several times for no reason (as the hospital immediately confirmed), they upset my father to such an extent that he physically barricaded himself in the house so they could not get in. Be very careful to understand what they are offering and to make sure it meets your requirements.
My Mum had been receiving care from Home Instead. They are a franchise. The Farnborough Branch should be avoided. On occasions they didn't turn up at all. Their Admin is lousy. On one occasion no carer turned up. Home Instead said we had booked the day off. We also had another care agency going in at lunch time. They reported they thought the carers were doing the bare minimum and felt some days she wasn't bathed. Due to staff shortages they gave us a weeks notice. Unfortunately the last day of the notice they couldn't cover. We were expected to give them two weeks notice of any changes. I wouldn't recommend this Company. They are expensive for the poor service they offer.
Best elderly care alternative after the own family care?
When it became too difficult to organize our own carers to go in to help my mother with her daily needs we got in contact with Home Instead and they have been very helpful indeed.
Their service provides continuation of care. If needed the care packet is reassessed and adapted in full coordination with the family. That relation, to work out things for the best, works out very nice. It is all rather informal: over the phone; no written contracts but there is nothing to complain about.
A case manager follows everything up nicely and if there is something he gets in contact and he is also at all times available (phone, mobile, fax, email). If the case manager is on holiday: his proxy is aware of everything and up for the job as well.
The carers are much loved and their work fabulous. I think they even do more then just their jobs.
The monthly bill is very clear and detailed. As it should be.
When I get old I hope my family will take care for me, if needed. The service provided by Home Instead might be the best alternative to that.
Home Instead Senior Care is a leading provider of in-home senior care services, dedicated to helping older adults maintain their independence and quality of life in the comfort of their own homes. The company offers a range of services designed to meet the unique needs of seniors, including mobility assistance, everyday task support, and specialized memory care. With a focus on personalized care, Home Instead works closely with families to ensure that their loved ones receive compassionate and attentive support.
Targeting families seeking reliable and professional care for elderly relatives, Home Instead Senior Care emphasizes the importance of a caring approach in its services. By matching clients with local offices, the company facilitates tailored care solutions that address individual needs and preferences, ensuring that seniors can age safely and comfortably at home.
