Melissa Lorenz
Jun 2025
First, the positives. We returned to Comfort Keepers for help as we had used them in 2020/21. Stacy helped us and she has always been amazing. She is fantastic and super helpful. This review is about the owner of this office and their policies. We were in a terrible position and called from the hospital as our beautiful Mom was critically ill and coming home with hospice. We knew we would need help. Stacy was very quick on Thursday in organizing caregivers through the weekend, to start Saturday morning. We brought my Mom home Friday afternoon. We signed the contract with Comfort Keepers before we left the hospital. It was a terribly difficult time (it still is) with us in profound grief. Sadly, my Mom only lasted 12 hours once we got her home that Friday. She passed away 4 hours before Comfort Keepers was due to arrive Saturday morning. Even in horrible grief, I called them immediately and let them know we would not need their services. What happened next was a terrible shock. They billed us for a full SEVEN DAYS of care. I called the office and was told the contract we signed included a clause that the client would be billed, even if their family member DIED. There comes a time when a business has to show heart and empathy, even IF their contract contains language so stringent it shows otherwise. Bottom line, while fresh in the throes of grief, I had to "negotiate" with the owner of this office and meet him in the middle, to be billed for 3.5 days rather than 7. He told me that all the staff had already been scheduled for the 7 days as well-I figured that was not true, as Stacy had been working hard and just finalized the first 48 hours. Just disgusting. Additionally, I know how great the demand is for staffing, and firmly believe the staff would have been quickly reallocated to other homes. My family and I were sickened by Comfort Keepers taking advantage of us in one of the most difficult situations our family has ever been in. Even charging for 3.5 days was heartless. Sometimes there is a "cost to doing business" that out of empathy and care, a business absorbs. Word of warning-do not expect that here. When we initially started care with Comfort Keepers in 2020, their cancellation clause was 48 hours. When you are dealing with elderly folks who may suffer with illnesses, etc. things can change in a heartbeat. And Comfort Keepers is taking full advantage of that. Beware of this and make sure you are comfortable signing a contract that stipulates you will be charged for visits if you don't give 7 day notice. I will forever be disgusted by what they did. Updating my review after receiving your response. We understood paying for the weekend. (48 hours) Trying to charge us beyond that was greed. Your business has the ability to pay employees as obviously your hourly fees cover much more than their hourly rate. Stacy indeed worked tirelessly and is amazing. But beyond 48 hours when a client dies is taking advantage.
