Home Instead - Las Cruces, NM

Pros

• Buffy, Sandie, and Geny are praised for their dedication and for accommodating both clients and employees.
• Home Instead provided daily in-home assistance and accompanied the client to doctors' appointments, grocery shopping, and the pharmacy.
• The team members were incredibly friendly and ensured the client's comfort and independence at home.
• Angelina Ramirez is recognized for responsiveness, initiative, and comprehensive caregiving, including dressing, transportation, shopping, and appointment coordination, and is highly recommended for the CarePro award.
• Buffy and her staff are described as loving, professional, kind, and helpful.
• Caregivers are punctual, pleasant, hardworking, polite, and thoughtful, and the office staff keeps their commitments.
• Customer service at Home Instead is superb, consistently treating clients with kindness and respect.
• The team is described as compassionate and dedicated to high-quality care, going above and beyond in health precautions.
• Home Instead provides respite for family caregivers by performing duties and spending quality time with the client.
• Administrative staff are attentive and helpful in designing individualized programs, and billing is simple with no surprises.

Cons

• The front office staff are described as very rude and not welcoming.
• The customer service is described as unwelcoming and poor, with a call to change the office staff.
• A reviewer characterized the care as unprofessional and rude and stated they would not recommend the service.
• One account claimed the office failed to answer the phone for check-ins, raising concerns about a relative's safety.
• A caregiver allegedly left a grandmother unattended for hours and without supper for two days, with no weekend help provided.
• A reviewer indicated they would not want to use Home Instead during the pandemic due to safety concerns.

Review

Home Instead Senior Care has left a lasting impression on many families, proving time and again that the company can deliver genuine care with warmth, professionalism, and a real sense of partnership. Across multiple testimonials, the team is described as compassionate, attentive, and deeply committed to making life easier for both clients and their loved ones. In particular, the people at the heart of the operation - Buffy, Sandie, and Geny - are repeatedly highlighted for their dedication to accommodating the needs of clients and, just as importantly, the needs of the employees who serve them. The overarching sentiment is that this is a company that cares about people, not just schedules or tasks.

One family's experience illustrates the practical impact of their approach. After a minor accident, a mom received support at home from Home Instead: a caregiver visited once a day for three hours, assisting with daily activities that became challenging. The services went beyond routine chores, with the caregiver accompanying my mom to doctor's appointments, grocery shopping, and the pharmacy. The caregivers were described as incredibly friendly, patient, and focused on keeping her comfortable and maintaining her independence in her own home. The result was meaningful enough that the mom achieved a full recovery and no longer required additional assistance, reinforcing the belief that home-based care can be a safer, more comforting alternative to an assisted living facility. For families weighing options, these stories suggest that Home Instead can be a reliable partner in extending at-home independence and comfort.

Angelina Ramirez stands out as a shining example of exceptional caregiving. In a detailed nomination, Angelina is praised for being highly responsive to the caregiver's needs and for anticipating tasks without being asked. She assists in dressing, transportation, shopping, and escorting to meetings and conferences, all while maintaining proactive communication with the client and relevant contacts. Even when memory or health information is recalled imperfectly, Angelina fills in the gaps with professionalism and care. Her colleagues commend her initiative, efficiency, and technological savvy, noting that she helps the client use tools effectively and stays engaged with medical and business appointments. The client explicitly recommends Angelina for the CarePro award, underscoring the high standard she represents within the team.

Beyond specific anecdotes about Angelina, many reviews highlight broad, sustained satisfaction with Home Instead. One family notes that their mother has received care from Home Instead on more than one occasion, with each experience characterized by wonderful, loving, and caring caregivers. Buffy and her team are described as professional, kind, and helpful, providing reassurance to families and ensuring that their loved ones are in capable hands when family members cannot be present. The sentiment is that the company's staff consistently deliver gentle, dependable service that eases the burden on the whole family during challenging times.

Another recurring theme is the reliability and warmth of the caregiving staff. In multiple accounts, caregivers are described as punctual, pleasant, hardworking, and thoughtful, with office staff who keep commitments and communicate clearly. Families mention that caregivers arrive on time, perform the outlined duties, and also spend meaningful time with clients, offering respite to full-time caregivers and family members who shoulder substantial responsibilities. The consistent thread across these narratives is trust: families feel confident that their loved ones are cared for with respect, patience, and dignity, and that the administrative team is supportive, accessible, and responsive.

The overall tone is one of gratitude and endorsement, as many families publicly express how Home Instead has eased the stress of long-term caregiving. Customers speak of compassionate care that goes beyond the minimum, with caregivers who are attentive to medical needs, emotional well-being, and daily routines. Some testimonials emphasize the pandemic-era precautions and the extra care taken to protect clients' health, underscoring the company's commitment to high-quality, safe care in challenging times. The testimonials collectively paint a picture of a service that can be deeply meaningful for families seeking dependable home-based support for aging relatives.

Yet, amid the abundant praise, there are also candid reminders that no service is perfect. A few reviews identify clear areas for improvement and caution potential clients to consider them. Some indicate encounters with rude or unprofessional behavior, particularly from front office staff, describing experiences as unwelcoming or lacking in the customer service one would hope to receive when seeking care. One reviewer explicitly calls the front office "very rude" and notes a broader pattern of poor recruitment or onboarding that makes it difficult to hire with the right attitude. Another family recounts a distressing situation where communication failed during a weekend, and a grandparent dependent on care was left without supervision or a meal for several days, with the family ultimately paying for those days out of pocket. There is also a comment about a masked-policy environment and a negative perception tied to a specific interaction in public, which adds nuance to how the company is perceived in different contexts.

These more negative experiences are important to balance the overall narrative. They remind readers that in-home care involves complex, real-time coordination among caregivers, families, and administrative teams, and occasional gaps can occur - especially around scheduling, weekend coverage, or phone access. While many families emphasize that the care they received was loving, dependable, and attentive, the less favorable reviews call for continued attention to communication, availability, and staff training in customer service. They serve as a reminder that even a highly regarded organization must continuously refine its processes to meet high expectations consistently across all locations and all levels of interaction.

Taken together, the collection of stories presents a multi-faceted portrait of Home Instead Senior Care. The company is repeatedly associated with compassionate, professional, and patient care that supports independence at home, strengthens families, and reduces the stress of caregiving. The work of standout caregivers like Angelina Ramirez is celebrated as exceptional, while the broader team - Buffy, Sandie, Geny, and many others - emerges as a dependable network dedicated to client wellbeing. At the same time, the need for ongoing improvements in communication, scheduling reliability, and respectful customer service is clear, underscoring that even highly regarded care organizations must stay vigilant to maintain trust and excellence in every interaction. For families considering in-home care, these stories offer both reassurance and a practical reminder to ask detailed questions about scheduling, communication protocols, and staff support to ensure the best possible match for their loved ones.

This part of Las Cruces, New Mexico, offers a convenient and vibrant community for senior living. With a variety of dining options nearby, including Genghis Grill, McAlister's Deli, and Cattle Baron, residents can easily enjoy delicious meals without traveling far. The proximity to entertainment options such as Cineport 10 and healthcare facilities like TLC Medical Clinic and Memorial Medical Center ensures easy access to essential services. Additionally, the presence of places of worship like University United Methodist Church and recreational areas like Hadley Dog Park and Veterans Memorial Park provide opportunities for spiritual fulfillment and outdoor activities. Overall, this area presents a well-rounded living environment suitable for seniors seeking comfort, convenience, and leisure activities.

Restaurants

• Genghis Grill (0 miles)
• McAlister's Deli (0 miles)
• Cattle Baron (0.1 miles)
• Sonic Drive-In (0.5 miles)
• Farley's Food & Fun Pub (0.5 miles)
• Raising Cane's Chicken Fingers (0.5 miles)
• Hooters (0.5 miles)

Theaters

• Cineport 10 (0.3 miles)

Physicians

• TLC Medical Clinic (0.5 miles)
• Stanton Optical (0.6 miles)
• Allergy & Asthma Clinic of Southern New Mexico (0.8 miles)
• New Mexico Vain Treatment Center (0.8 miles)
• Presbyterian Congenital Cardiology in Las Cruces on Foothills Rd (0.9 miles)
• Southwest Neurology Consultants Pc (0.9 miles)
• Comprehensive Varicose Veins Laser Clinic (0.9 miles)

Pharmacies

• Albertsons Pharmacy (0.7 miles)
• Walgreens (1 miles)
• Walmart Pharmacy (1.8 miles)
• Albertsons Pharmacy (1.9 miles)
• Walgreens (2 miles)
• Las Cruces Apothecary (2.8 miles)
• Compounding Specialists of The Southwest (2.8 miles)

Cafes

• Corner Bakery Cafe (0.9 miles)
• Milagro Coffee Y Espresso (1.4 miles)
• Boba Cafe (1.7 miles)
• Starbucks (1.9 miles)
• Starbucks (2.9 miles)

Hospitals

• MountainView Regional Home Health (0.9 miles)
• Davita Dialysis (1 miles)
• Memorial Medical Center (1.1 miles)

Places of Worship

• University United Methodist Church (1.3 miles)
• St Genevieve's Catholic Church (1.8 miles)

Parks

• Hadley Dog Park (1.4 miles)
• Veterans Memorial Park (2.3 miles)
• Pioneer Park (2.6 miles)