Touched by an Angel, Inc. in Springfield, MA

Pros

• They are one of the best companies the reviewer has ever worked for.
• The office staff are caring and great at their jobs.
• They accommodated the hours needed to fit their clients’ family schedules.
• They are a godsend to clients and caregivers alike.
• The workers have been a perfect match and assets to the company.
• Sylvia, one of their homemakers, cleans every nook and cranny and is a blessing.
• They keep in touch and check in to ensure things are going right.
• The company is an asset to anyone in need of services.
• Families have had above-and-beyond experiences with the agency.

Cons

• The agency lied about having a set schedule for her.
• They rushed her to complete exams and made her pay out of pocket for a physical and TB test.
• They promised mom-friendly hours but never followed through.
• They offered schedules that conflicted with her availability as a mother.
• A client assignment ended in under an hour because the client only needed the floor cleaned.
• They failed to inform the employee about when the check would be ready, requiring a trip to the office.
• They blamed the employee and the manager was unprofessional.
• They lied about calling and texting “many times” and failed to communicate.
• The staff were cold and standoffish toward the elderly.

Review

Touched by an Angel, Inc. in Springfield, MA is best suited for families seeking in-home eldercare with a genuinely caring touch and a responsive local office. This agency tends to attract clients who value personal relationships with the people delivering care, caregivers who are praised for thorough, attentive service and for giving careful, hands-on assistance. It works well for households needing flexible scheduling to fit school pickups, work commitments, or variable routines, rather than a rigid, facility-based solution. When the goal is to keep a loved one at home with a high level of personal attention, this agency often exceeds expectations.

Those considering alternatives should note where this provider may fall short. A recurring theme in user feedback is scheduling reliability and consistent caregiver coverage. Some families report missed calls, gaps in shifts, and mixed communication from management, which can translate into days without coverage or last-minute changes. For families that require unwavering daily predictability, with a single primary caregiver and a formal backup plan, a larger agency with stronger operational buffers may reduce friction. Also, for clients seeking a more diverse staff and uniformly polished interactions, exploring other options could be prudent.

The strongest positives here, compassionate, capable aides combined with office staff who feel approachable and responsive, often offset the complaints when operations stay stable. Several reviewers highlight aides who “go above and beyond,” with praise for caregivers who clean nooks and crannies, engage warmly with pets, and tailor care to real-world family rhythms. The office team emerges as a regular source of support, frequently cited as caring, flexible, and effective at adjusting schedules to meet parent needs. When a dependable caregiver is assigned and ongoing communication remains steady, the care experience can be deeply reassuring for families navigating independent living or assisted situations at home.

Yet the main cons cannot be ignored. The pattern of scheduling inconsistencies, last-minute shifts, and delayed or unclear communications undermines the reliability essential to families weighing in-home care against assisted living. Reports of mismatched expectations, such as hours that cannot be honored or shifts offered only when convenient for the agency, create daily stress for caregivers and families alike. A few comments point to tension with management, including perceived blame-shifting and insufficient proactive outreach when coverage is short. These factors can erode trust and complicate care planning, particularly for those balancing multiple caregiving responsibilities.

To tilt the balance in favor of a positive outcome, families should pursue practical safeguards before onboarding. Request a designated primary caregiver with a written schedule and a documented back-up plan for days off or emergencies. Insist on written confirmation of all shifts, with clear expectations about call times and how changes will be communicated. Establish a single point of contact in the office and schedule regular check-ins to review ongoing coverage and satisfaction. Consider a formal trial period, say 2–4 weeks, to test reliability and compatibility before committing long-term. If the agency expects families or staff to handle licensure-related costs upfront, seek reimbursement or confirm that the agency will cover any required certificates as part of onboarding.

Overall, Touched by an Angel can be a strong choice for families who prize warmth, flexibility, and a hands-on caregiver approach in a home setting, provided there is careful management of scheduling and expectations. For households where daily certainty, consistent caregiver assignment, and methodical, proactive communication are must-haves, this agency may feel risky or insufficiently predictable. The prudent path is to lock in a clear, written service plan, insist on reliable coverage, and assess progress after a short, structured trial period. When those conditions are met, the combination of excellent caregiver quality and attentive office support can make this agency a real asset to families navigating the transition between independent living and needed assistance.