Ashley Gardner
Jul 2026
Home Matters started off strong but has gone downhill over the last couple months. Caregivers range from top notch to unprofessional and unreliable. Some seem to have a lot of personal issues that they bring to work. It’s difficult to get a live person at Home Matters when you call for help. According to one caregiver, Home Matters uses an AI scheduler. They can’t reach a live person either when they are having issues with clocking in on the app or if two caregivers show up for the same shift. It takes a long time to get a call back from the office. Some caregivers are excellent and look for things to do around the house. Others are not self-directed at all, and require us to give them assignments and reminders. Some caregivers just sit on their phones in a corner the whole time they’re here unless I specifically ask for help with something. There have been a lot of instances lately of caregivers calling out. It seems like about half the time Home Matters can’t find a replacement and we end up with nobody. It seems like maybe they are low staffed. The caregivers also don’t seem like they get a lot of training. Quite a few caregivers are not able to help with transfers, according to their profiles. We also have one caregiver who does not seem to know how to use basic household appliances, like the dishwasher. I don’t want to get anybody into trouble, because the caregivers have mostly been really nice and they are clearly struggling to make ends meet with multiple jobs and personal responsibilities. Home Matters takes a big cut off of what the client pays before they pay the caregiver an hourly rate. They earn much less than what you think you are paying the caregiver. It’s around half. There seems to be zero oversight of caregivers by the agency from my point of view. They don’t seem to notice when caregivers are chronically late. Home Matters doesn’t solicit feedback from the client unless a specific complaint is made. Supervisors never stop by. All of the daily communication log notes that the caregivers are required to leave in your notebook don’t even get checked regularly by admin. We actually had to call to have them bring over fresh sheets and pick up the old notes. Overall we have liked most of our caregivers but we had to request one not be assigned to us anymore. She was very competent and caring but had some personal traits that really started to outweigh the positives. I will say that I have had several caregivers who seem to be genuinely very pleased and happy at the progress I have made since I came home and have been recovering from my stroke. They smile when I’m doing my PT Exercises or get excited if I’m able to do something independently that I previously needed their help with.
