Complaints for Veterans Home Care, LLC in Saint Louis, MO

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

2 complaints against Veterans Home Care, LLC

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12/29/2021

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

11/5/2021

I am a home health service aide. My client is Mr. Floyd, and I believe he is being treated unfairly by his worker at this program. Her name is Janay, she is in Missouri. Mr. Floyd started receiving services through this program 3.5 years ago. He was getting 17 hours of care a week. Then, in March of this year, his hours increased to 19 a week. At 87 years old, his health has declined significantly. He needs more care than before, not less. He was due to be reassessed fir his hours, based on need, last month. But Janay told us, very rudely, that she was too busy to do the reassessment, and that it might be months before she gets to it. However, she still had to send a renewal to my company so that he could continue to receive services until then. Janay cut Mr. Floyd's hours to 15, without doing a reassessment. She also told him he had to order some medical supplies to use extra hours he had banked. She did not tell him everything he could choose from, only sent a list with some basic medical supplies, such as walkers and such. Then she asked if we needed any wipes or anything, but would still not tell us what other choices there were. I told her he could use some Lysol wipes. What she sent was over 4,900 skin wipes. No one on Earth needs that many. She just wanted to use up his hours and didn't want to take anymore time telling him what he could get. So she used all the rest of the hours for that one item. Resolution Sought 1. Assign a different worker to Mr. Floyd from the VetAssist Program. 2. Have someone come and get all of the boxes of wipes and return them. 3. Give Mr. Floyd the recognition he deserves for serving in the US Air Force for 10 years, which includes fighting in the Korean War.

Company Response

12/17/2021

We appreciate this opportunity to clear up some confusion about Mr. Floyd's service from Veterans Home Care's VetAssist Program. Our VetAssist clients use their VA Aid and Attendance benefit to pay for their home care and other needs. Our company does not set the monetary amount veterans receive each month from the VA for the Aid and Attendance benefit. That amount is set by the Department of Veterans Affairs (VA) and it doesn't increase as a veteran ages. Mr. Floyd, like 96% of our clients, already receives the maximum monthly amount. The amount increases annually with a cost-of-living adjustment set by Congress. Meanwhile, we help clients use their monthly VA funds in compliance with VA guidelines in order to continue to receive those funds. We regret the confusion with medical supplies. The VA allows Aid and Attendance funds to be used for incontinence supplies but not for Lysol disinfecting wipes. On Nov. 5, he and Janay discussed the misunderstanding about the wipes. He said going forward, he will communicate directly with Janay about any medical supply purchases. Mr. Floyd can request a change in his VetAssist specialist or caregiver at any time. Thanks again for providing Mr. Floyd in-home care and we hope this clears up any misunderstanding. Should you have any questions, please reach out to your supervisor at Senior Solutions Home Care or Yolanda C. at Veterans Home Care.

10/24/2021

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

7/28/2021

Contact was terminated 1 June. Have been waiting for final financial statement as far as how much of my mother in laws allowance from the VA is in their account. 8 weeks to get a final statement - most certain there is a surplus of funding that has not been used. No contact with VetAssit in past 2 weeks - no response to requests. Resolution Sought Provide a statement as to how much money has been used to pay for the home care and how much is left and should be provided to my mother in law,

Company Response

10/12/2021

Thank you complimenting the good job we did helping your mother-in-law with the VA paperwork. We are so pleased that through our VetAssist Program, she received the full VA Aid and Attendance benefit amount (as do almost all of our clients). She was also able to begin care right away without paying us until her entitlement and VA funds arrived. Of course, with our VetAssist Program all home care cost is covered by the VA Aid and Attendance benefit, so there's no out of pocket costs. However, we only charged her $26.50 per hour, which is much less than the $46.25 you indicated. This amount falls within the typical market rate for home care in Florida. (Rates vary by location nationwide.) We are pleased that we settled your account and sent a refund check for the small amount of un-used service in July after reviewing all the home care charges for accuracy. We apologize for the slight delay in sending your final statement and check.Thanks again for choosing Veterans Home Care.

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Veterans Home Care, LLC complaints