Preferred Care at Home of Memphis and West TN

Pros

• The company is amazing and helpful, with on-call support 24/7.
• They care about the well-being of caregivers and the needs of loved ones.
• Most of the caregivers are great people who willingly help.
• The caregivers treat clients with respect, kindness, and care.
• Selina and Sharon are loving caregivers.
• The company is the BEST, with hardworking staff who are on time and match clients with caregivers.
• They work with the CHOICES Program.

Cons

• The reviewer states that the caregiver sent to assist was found smoking in her room while oxygen was being administered.
• The reviewer states that the next caregiver sent fell asleep on her couch and could not be aroused by the assisted-living staff.
• The reviewer asserts that there should be a no-star option.
• The reviewer notes that the office staff is lacking in knowledge and that the company should be avoided.
• The reviewer says the company is not customer-friendly and prefers texting over clear personal communication.
• The reviewer reports frustration from texting someone without knowing who they are, indicating poor transparency.
• The reviewer claims there were multiple shift cancellations leaving the client without help.
• The reviewer describes Preferred Care as completely unreliable and not worthy of recommendation.
• The reviewer highlights very poor communication between the office, assessors, and clients.
• The reviewer argues that using independent contractors decreases loyalty and responsibility.

Review

Families speak of caregiving as a gift and a heavy responsibility, and the experiences with this home care agency reflect that dual nature. One family recalls a cherished caregiver, Sarah King, who cared for their grandmother with a grace that left a lasting mark - even after Sarah's passing. They say she became a permanent part of their family, and they will always hold her memory close for the warmth, dedication, and quiet strength she offered in her grandmother's last years. That same sense of gratitude threads through many of the other comments: caregivers who arrive on time, treat loved ones with respect, and create a feeling of safety and companionship in a difficult season.

Other families highlight extraordinary frontline workers who showed up when needed most. Mariah and Roxanne are singled out as on-call forces - 24/7 support that's described as "extremely amazing and helpful." They're praised for caring about the well-being of the caregivers as well as the needs of the clients, a combination that makes families feel seen and supported. Names such as Selina and Sharon also appear in glowing terms, with reference to loving, patient care that brings comfort to both patients and their families. Across these accounts, the caregivers' warmth, reliability, and personal touch stand out as the strongest positives, often turning what could be an anxious experience into something that feels like a team effort.

Yet the picture isn't uniformly rosy. A number of reviews point to persistent issues with the office side of the business. Some say most of the caregivers are wonderful, but the office staff can be lacking in knowledge or consistency. There's a recurring frustration with communication, especially a preference for texting over phone calls, which can feel impersonal or unclear. For families juggling multiple caregivers or trying to understand who is handling a given message, not always knowing who you're texting can create real anxiety. In several posts, families emphasize that the strength of the caregivers themselves is what keeps them engaged, while the administrative and communication processes leave room for improvement.

The safety and reliability concerns are among the most troubling. One stark account describes a situation with a mother on hospice who relied on continuous oxygen: the first caregiver sent was found smoking in the room, and the next caregiver reportedly fell asleep on a couch and could not be roused by assisted-living staff. That family's experience is cataloged as alarming and unacceptable, with a blunt sentiment that the providers "should not be in business." This kind of feedback sits alongside many positive stories, underscoring the complex reality: the core caregiving talent can be outstanding, but lapses in safety and supervision can turn a good service into a perilous one.

Other reviewers offer a more measured balance, acknowledging strong, ongoing relationships with the agency while still naming real, sometimes systemic problems. A family that has used the service for several years notes that the agency is capable of meeting needs and accommodating special requests, and that caregivers often treat their loved one with respect and kindness - even when personalities don't perfectly mesh. They point out that the company sometimes has a policy preference - such as texting rather than calling - that can feel impersonal, but they adapt and still find value in the service because the people at the front lines are committed and capable. The sentiment here is that the caregivers themselves can be extraordinary, with the office's practices occasionally getting in the way of an even smoother experience.

Another dramatic account centers on a scheduling crisis: eight shifts were arranged while the client was out of town, yet three shifts ended up with no caregiver available, and one caregiver claimed to be stuck in traffic for hours, a claim that was later viewed as untrue. The reviewer argues that because caregivers are independent contractors, loyalty and accountability can waver, and the agency didn't do enough to cover for the gaps. They describe the office as inflexible and slow to respond, and they ultimately chose to part ways after ongoing communication failures. Update notes from the reviewer reveal a pattern they saw of unreturned calls and neglected follow-up, reinforcing a sense that reliability can be inconsistent despite moments of strong caregiving.

Amidst the mixed reviews, some families offer a staunch defense of the agency, praising its overall usefulness and the willingness to secure caregivers who fit a client's needs and schedule. Positive voices emphasize that caregivers arrive with punctuality and dedication, and that the agency works with programs like CHOICES to support families. There's particular mention of a location on Campbell Station Road in Knox County, which is described as flexible, understanding, and respectful in its dealings - with rewards and benefits noted as factors that can make staying with the company worthwhile, even if the experience isn't perfect every day. The closing tone from these reviewers is one of gratitude for the care received and a hopeful call to continue improving so that the good experiences can be the rule rather than the exception.

Taken together, these experiences paint a broad, human portrait of a home care agency that can be a lifeline for families when it works well. The strongest praise centers on the dedication, timing, and genuine warmth of the caregivers - the people who show up, learn a client's rhythms, and become trusted parts of the daily routine. The most persistent concerns hover around the office side: communication styles, responsiveness, accountability, and, in some cases, safety and reliability. The variety in these stories - ranging from life-affirming caregiver notes to stark warnings about safety lapses - highlights the importance of careful vetting, ongoing communication, and clear, consistent processes. For families considering this agency, the throughline remains clear: the care can be excellent, the people can be extraordinary, and the administrative gaps are what providers must work hardest to close.

This part of Lakeland, Tennessee offers a variety of amenities and services that may be appealing to seniors looking for a convenient and vibrant community. With multiple pharmacies nearby, accessing medication and healthcare services is convenient. The area also boasts a diverse selection of restaurants, cafes, and theaters for entertainment options. Additionally, there are several parks in the vicinity, providing opportunities for outdoor recreation and relaxation. For medical needs, there are reputable physicians and hospitals within a short drive. Places of worship are also easily accessible for those seeking spiritual fulfillment. Overall, this part of Lakeland offers a well-rounded community with ample resources for seniors looking to enjoy their retirement years in comfort and convenience.

Pharmacies

• Walgreens (0.2 miles)
• CVS Pharmacy (1.4 miles)
• Walgreens (1.4 miles)
• Walgreens (1.9 miles)
• Walgreens (4.1 miles)
• CVS Pharmacy (4.6 miles)
• Kroger Pharmacy (4.7 miles)

Restaurants

• Meccal Mexican Restaurant (0.3 miles)
• Sonic Drive-In (1.1 miles)
• Slim Chickens (1.3 miles)
• McAlister's Deli (1.4 miles)
• McDonald's (1.5 miles)
• Cracker Barrel (1.5 miles)
• Red Koi Japanese Cuisine (1.5 miles)

Parks

• Davies Plantation Park (1.2 miles)
• Hinton Park (5.6 miles)
• Shelby Farms Park (6.3 miles)
• Freeman Park (6.5 miles)
• Cameron Brown Park (7.4 miles)
• Hugh's-College Hill Park/Playground of Dreams (7.8 miles)

Cafes

• Starbucks (1.7 miles)
• Starbucks (1.9 miles)
• Starbucks (2.2 miles)

Physicians

• Woodbury Michael J MD (1.9 miles)
• Pediatrics East (2.2 miles)
• East Memphis Orthopedic Group (2.5 miles)
• Cordova Medical Clinic (3 miles)
• Gerard Nicholas DMD (3 miles)
• Norwood Family Eye Care (3.3 miles)
• Pediatric Physicians PC (3.5 miles)

Theaters

• Malco Stage Cinema Grill (2.3 miles)

Hospitals

• BioLife Plasma Services (2.6 miles)
• Methodist Surgery Center (6.9 miles)
• Lebonheur Outpatient Center-East (7.7 miles)
• Methodist Healthcare North (7.9 miles)

Places of Worship

• Advent Presbyterian Church (2.9 miles)
• Hope Presbyterian Church (5.3 miles)
• Grace Evangelical Church (7.6 miles)