Home Instead - Rochester, NY

Pros

• The couple appreciated the initial willingness of the company to help with packing and unpacking during their move.
• They were hopeful about the support that would be provided for the husband's care while they navigated a challenging situation.
• The management was attentive enough to visit and assess concerns related to mold in the garage, demonstrating a level of concern for safety.
• There was clear communication regarding scheduling and services initially offered, which showed promise at the start of their engagement with the company.

Cons

• The couple faced significant setbacks when the company canceled their packing services, leaving them without assistance during a critical time.
• They experienced a lack of support when the movers also canceled last minute, exacerbating their stressful situation.
• The company's management abruptly walked out after claiming there was toxic mold, leaving the husband without care and creating further distress.
• Despite promises of a refund for the unused deposit, the couple has yet to receive it, indicating poor follow-through on commitments.
• The overall experience with Home Instead was disappointing, leading them to advise others against using their services.

Review

In a challenging and emotional transition, a couple faced significant hurdles while trying to secure care services for the husband, who has dementia, and assistance with moving from a long-term care residence. The wife was hospitalized at the time of this upheaval, which added an additional layer of stress to an already difficult situation. After careful consideration and interviews with several companies, they decided to hire Home Instead, believing that their services would provide the support needed during this critical period.

From the outset, their arrangement appeared promising. The couple specifically requested assistance not only for caregiving but also for packing and unpacking as they prepared for their move. The company assured them that these tasks could be accommodated; they promised to send help on Wednesday for packing and confirmed that unpacking services were available once they arrived at the new home. Additionally, they indicated that caregiving support would commence on Monday, allowing some peace of mind during a turbulent time.

However, as the days progressed, the situation began to deteriorate rapidly. On Tuesday—the day before packing was scheduled—Home Instead canceled their packing services, citing that it was "too overwhelming" for them to handle. This unexpected cancellation left the couple in a precarious position: without packing assistance just days before they were due to vacate their current residence. Compounding their worries further was notification from the movers that they too would be canceling their service on Thursday, leaving them scrambling to find alternative solutions with just one day left before their deadline.

As if all this turmoil weren't enough, Home Instead again changed course after sending an aide to cook on Monday when care began. On Tuesday of the following week, management arrived unannounced and declared there was toxic mold present in the garage of their new home—a revelation that led every staff member to walk out abruptly. This unfortunate incident left the husband alone without any care while his wife remained hospitalized—a deeply distressing turn of events considering her primary purpose for hiring help had been centered around her husband's well-being.

Fortunately, after two weeks of uncertainty and investigation by the homeowners' association (HOA), it was determined there was no toxic mold in fact present in the garage. However, by this time, trust in Home Instead had been severely eroded due to their lack of reliability and failure to communicate effectively throughout this ordeal. What should have been a supportive partnership through an intricate life transition instead turned into a series of alarming missteps–leaving both spouses feeling vulnerable and abandoned during what should have been critical moments.

Following these experiences with Home Instead, complaints about service quality were escalated when requests were made for refunds regarding unused deposits related specifically to canceled services. Their assurances concerning prompt mailing fell flat; weeks passed without receiving anything back or further communication from management about resolution efforts. This prolonged silence only served as yet another reminder that despite engaging with what seemed like a reputable agency initially—one known for providing elder care—the reality proved dishearteningly different.

Ultimately, based on these unresolved issues and negative experiences throughout this journey with Home Instead—including unreliable commitments related to both caregiving services as well as packing—it is evident why this couple feels compelled not just to share but emphasize caution against recommending them going forward. In times where quality care is paramount amidst vulnerability from health changes or surrounding life circumstances due transitions such as moving homes—being let down can carry lasting impacts emotionally but also practically when navigating complex logistics intertwined with personal needs.

Pharmacies

• Wegmans (0.1 miles)
• Target Pharmacy (0.7 miles)
• Pharmacy - Unity Hospital (1.2 miles)
• Park Ridge Apothecary (1.3 miles)
• CVS Pharmacy (2 miles)
• Top's Markets (2.3 miles)
• Walgreens (2.4 miles)

Restaurants

• Wendy's (0.2 miles)
• Critic's On The Mall (0.5 miles)
• McDonald's (0.7 miles)
• Blue Ridge Grill (0.8 miles)
• Chick-Fil-A (1 miles)
• Brook House (1.2 miles)
• McDonald's (1.3 miles)

Cafes

• New Roots Coffee House (0.4 miles)
• Oriens Cafe (1 miles)
• Tim Hortons (3.1 miles)
• Starbucks (5.4 miles)
• Tim Hortons (5.6 miles)
• 1872 Cafe (5.6 miles)
• Java's Cafe (6.3 miles)

Places of Worship

• Greece Baptist Church (0.5 miles)
• Hope Lutheran Church (1.5 miles)
• St Lawrence Church (1.9 miles)
• St John the Evangelist Religious Shop (5.2 miles)

Hospitals

• Unity Perinatal Medicine (1.2 miles)

Physicians

• Unity Hospital (1.2 miles)
• WorkReady - Unity Hospital (1.3 miles)
• Greece Dermatological Associates (1.5 miles)
• Westside Allergy Care (2 miles)
• University of Rochester Orthopedics and Rehabilitation (2 miles)
• Canalside Family Medicine (2 miles)
• Greater Rochester Internal Medicine (2.2 miles)

Parks

• Basil A. Marella Park (2.5 miles)
• Seneca Park (4.5 miles)
• Bristol Play Area (5.3 miles)
• Ontario Beach Park (5.9 miles)
• Martin Luther King Jr Memorial Park at Manhattan Square (6.4 miles)

Transportation

• Amtrak (5.8 miles)
• CSX Tracks (5.8 miles)
• Greater Rochester International Airport (ROC) (6 miles)