Right at Home Trip to V A turns into Nightmare Mesa Arizona

As a respected in-home care business in Arizona (Mesa) for over 5 years, we take very seriously the actions of any caregivers and monitor the care of our clients.  The Right at Home Mesa Arizona office has helped hundreds in the area maintain their independence in their homes with our quality caregivers, we also transport client to Doctor Appointments, Shopping, Errands, and long distance trips if needed.  We carry an insurance rider on all of our caregivers automobiles if transporting a Right at Home Client.     

We feel this report does not accurately portray the events claimed.  Following are the events that happened and are documented in our tracking program:

• On January 21, 2013 we received a phone call that Mr. H. was not feeling well and needed transportation to the Hospital. Our caregiver arrived at the residence at 6:00pm and Mr. H. was not in good shape at all.  Our caregiver took Mr. H. to the Hospital and stayed with him until 1:00am (7 hours).
• On March 13, 2013 the invoice for Mr. H’s service $148.25 was paid in full.  Case closed
• Mid June Mr. H. called and said he had a Hospital Bill he couldn’t pay and proceeded to raise his voice at me about the Hospital not honoring him as a Veteran.  Then he said that we (caregiver) took him to the wrong hospital and wanted to know what we were going to do about it.  He said he was a Veteran and the VA Hospital is free for him. I tried to ask a few questions but he was so up-set he hung-up.   He called back within 5 minutes and I asked him why he did not say something back in January.  This happened 5 month ago and if you were unhappy why didn’t you call us back then.  He said he was told the Hospital would honor him as a Veteran and have the VA pay for his care.  I explained to him our caregivers transfer clients where ever they request and are reimbursed mileage along with the hourly rate.  Also, all requests are made directly to our office so instruction can be up-dated and documented in our system.  At this point he started yelling and telling me I was a liar and he was going to call an attorney.
• On June 29, 2013 the Credit Card payment of $148.25 was reported as A Fraudulent Transaction-No Cardholder Authorization and the Invoice for his service was reversed.
• I sent in all of our documentation in regards to this transaction and the payment was credited back to our account.     

We take any concern a client has very seriously.  However, if a client is unhappy, they don’t pay for their service until they are satisfied.  The concerns, which were expressed by this client appears to be with the Veteran’s administration.  Our caregiver said that when she picked him up, he wanted to go to the closest Hospital, (she Googled Hospital on her phone) because he was in bad shape.  He even requested her to stay with him until he was stable and out of the emergency room. (1:00am)   

Reviews of this kind are extremely rare as many of our clients refer us as an extension to their family.  We feel strongly that our Right at Home caregivers provide quality service.  We feel the service provided for the client did prove to be beneficial, contrary this report. 

The Right at Home Mesa’s history of providing quality care and service for over 5 years speaks for itself.  Right at Home of Mesa looks forward to continuing to provide improved quality of living for hundreds more in the area.