Preferred Care at Home of Memphis and West TN in Lakeland, TN

Pros

• The company is amazing and helpful, with 24/7 on-call support.
• Mariah and Roxanne are extremely amazing and helpful.
• The caregivers are great people who willingly helped and treat clients with respect, kindness, and care.
• The caregivers have become a permanent part of the family and are deeply valued.
• The agency is among the best, if not the best, based on positive experiences.
• The company matches clients with suitable caregivers and is punctual and reliable.
• The staff are flexible with schedules and understand clients' needs, showing care and consideration.

Cons

• The caregiver sent by the agency was found smoking in her room while oxygen was being administered.
• The next caregiver they sent fell asleep on her couch, and she could not be aroused by the assisted-living staff.
• The reviewer stated that those caregivers should not be in business.
• There should be a no-star option.
• The office staff was criticized for lacking knowledgeable personnel.
• The reviewer advised others to stay away from the agency.
• The reviewer suspected that positive reports were not from real clients.
• The agency never answers the phone or addresses situations.
• There were times when the reviewer asked who they were texting with and did not receive a straight answer.

Review

Preferred Care at Home of Memphis and West TN in Lakeland is best suited for families seeking in-home, caregiver-driven support where personal attention and flexible scheduling matter most. This agency tends to shine for clients who want a warm, one-on-one care relationship and appreciate on-call coverage around the clock. The strongest cases come from families that value caregivers who become part of the daily routine, deliver compassionate assistance, and can adapt to evolving needs, often including hospice-type support at home. When a solid, human connection matters more than a pristine institutional setting, this agency delivers.

A core strength lies in the caregiving team itself. Numerous clients report caregivers who are on-time, respectful, and deeply caring, with stories about specific standouts who leave a lasting, family-like impression. The on-call team is genuinely available 24/7, and caregivers frequently accommodate last-minute requests or special arrangements to keep a loved one comfortable. The agency’s ability to match caregivers to individual personalities and needs is repeatedly highlighted, and several families note that trusted caregivers can feel like essential members of the household. The CHOICES program and similar community-based options can broaden access to focused, in-home assistance when it’s most needed.

Yet the experience is not without friction. A recurring tension centers on the office side of the operation: inconsistent communication, administrative gaps, and a perceived lack of clear ownership over scheduling. Several reviews describe missed shifts, delays, or confusion when a caregiver is unavailable, sometimes leaving families scrambling. The independent-contractor staffing model is cited as a contributing factor to reliability challenges, and there are accounts where follow-up communication from the agency was slow or unclear. In one harsh account, safety concerns were raised about a caregiver’s conduct; in another, a caregiver’s absence left a client without necessary support. These data points underscore a real risk when relying on a lighter-touch admin structure.

Despite the drawbacks, the meaningful pros can substantially offset the main cons for the right family. When caregivers are well-matched, dependable, and genuinely invested in a client’s well-being, the quality of care rises sharply above generic home care. The ability to secure 24/7 coverage, the willingness to honor special requests, and the depth of caregiver–client relationships provide a compelling value proposition for families who can tolerate occasional scheduling hiccups. For long-term or high-need scenarios, the personal touch and continuity offered by favored caregivers often translate into better daily functioning, safer home environments, and greater peace of mind.

That said, certain families will want to consider alternatives. Those requiring consistently flawless scheduling with guaranteed arrival windows, or those in need of highly transparent, highly responsive administrative support, may find this agency’s current model insufficient. The independent-contractor framework combined with sporadic office responsiveness makes it riskier for households where missed visits could jeopardize safety or deeply disrupt routines. Families with acute health needs, oxygen use, or complex medical protocols may prefer a provider known for stronger centralized oversight, reliable backup staffing, and tighter escalation processes.

In closing, this community offers a practical, empathetic option for families prioritizing caregiver warmth and flexible, client-centered care. The right choice will hinge on tolerance for occasional administrative gaps in exchange for consistently excellent caregivers and a deeply personal home-care experience. Prospective clients should enter with a clear service agreement, defined caregiver assignments, and a documented backup plan. Ask for primary and backup caregiver rosters, request concrete escalation steps, confirm 24/7 on-call coverage, and verify communication expectations. With those guardrails in place, Preferred Care at Home can be a strong, even transformative fit for families seeking meaningful in-home support.