Synergy Home Care of Prosper

Terry

I used Synergy Home Care of Prosper for my mom. The in-home care came in and helped prepare her meals, laundry, linen, and stuff like that. There were multiple issues. I thought we would only use it for two weeks. In the initial setup, we were supposed to meet somebody on a Friday. The person didn't show up, it was something to do with traffic. So we had rescheduled to see them Saturday. On Saturday, there was no communication. This was supposed to be the person that they were sending out to introduce themselves to my mom. So therefore, when she started working with her, she didn't know who she was. Instead of showing the day, she's starting to work with her. That Saturday, we not only did not get a call that she wasn't coming, but she didn't show up at all. And then Sunday, randomly, she called and told us that she would be there Wednesday. The services were supposed to start on Tuesday that week. So that left us in a situation where we were trying to find someone before that one day because we had agreed that they were going to do Tuesday, Wednesday, and Thursday. When the lady finally did reach out to us on Sunday, she didn't make any mention of the day that we agreed upon, she was coming on a Wednesday. They changed her out to another lady who showed up to say that it was a failure. The second person they assigned came out for one day. She didn't come back anymore. So then they found a third person, I think it was on Thursday, that she showed up. She was great. She only worked with us one day because she had other clients. So then the following week the person came and I guess the main lady who introduced them to people or brought the people out, she came out with another lady that was supposed to be starting the second week and introduced herself that she'll be the person that will work with my mom. The next day, an hour went by, and she didn't show up. She was supposed to be there. We reached out to the lady again who was coordinating everything and she said she was under the impression that the lady was there. I said no, it's been an hour and ten minutes since she was supposed to be here. She was going to try to get somebody else, who would have been the fifth person in two weeks, but we just discontinued the service. Although we didn't receive the service that we asked for, they still charged the full amount that the individuals worked the full day each day. Not only were they late, but they left a little early, so that was a little bit disappointing. They need to improve their communication, stand by their commitments on the times and dates that they agreed upon, and have reliable personnel who are going to show up. It took a moment for me to get my mom on board with having someone outside the family help, and with this experience, she doesn't want to even try another provider. So, that put a very bad taste in her mouth.

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