Paying for bad service

more777

Hi all, im looking for some advice and hope someone can help.

My mom currently gets home care where where she has carers come in and look after her throughout the day.

We recently got new carers through an agency who started a couple of weeks ago. When they started we did not get a care plan, contract, and my mom has not signed anything from them. They confirmed how much they charged over the phone and said a careplan would be set up by the carers when they started. However none of this happened, the carers were not showing up for work, there were days when my mom was left without any care and I had to take time from work.

After lots of answer machine messages being left on their phone (which they never replied to) my mom spoke to the manager and said she wasnt happy with the service. They said they would cancel the service and send an invoice. That was a week ago and they left her at the start of this week without any care.

Today we got an invoice in the post for a full two weeks service which they never gave to be paid in 7 days.

Do we still have to pay for bad service?

I have phoned them today and said i want a full breakdown on the bill of what they are charging for and said it would not be paid in 7 days as i am disputing the bill.

Where do i stand on this.

donaldsl1

I would personally request in writing a summary of the invoice, If they do give a summary of the 2 weeks ( i.e LIES!) I would ask to see evidence of this care work for your mother e.g her careplan.

I would also speak with social services and inform them of this care agencys NEGLECT! IMO this is classed as neglect, they were hired to care for your mother and they had left her with out care. Inform the care quality commission of what has happened also ( they have a website)

Who is the care agency? Where did you find them, were they reccommended by SS?

I really hope everything gets sorted, not all care agencys out there are totally awful. if you need any recomendations in the w.midlands are PM me i know of a few here that are good.

Keep us informed of what the outcome is . xx

more777

ok. so we had a new invoice arrive today, which although it has a breakdown of the bill, is still not correct (he has included days when the carers did not work). I have tried to phone them but it is going to answer machine. Where can I go from here? I looked on the CQC website and they dont deal with individual cases.