How to stop getting bills from a home health agency that I have already paid for and getting billed for services not provided?

Do you have any cancelled checks or bank statements showing the withdrawal and name of the agency? You will need to send them proof in print that you paid these bills. That’s the fastest way to get them off your back. Did you call to let them know the caregivers were a no-show?

Sue,  some suggestions:

1.   Forget the phone calls.   Document everything you do.   Keep and print out your e-mails; even send a letter certified mail, return receipt requested.   

2.   File a report with the local Better Business Bureau, and follow up on it.   Showing that you're serious about resolving this issue may make them pay more attention.

3.   Review the contract you signed and see if the company is owned by another.  I've found that many home health care companies are owned by LLCs.   Research and find the office address of the LLC.   Write to the LLC officers if no resolution is made by the company.

LLCs have partners who subscribe for a specific % of the profits.   Knowing that whoever is running the agency isn't handling contracts and income properly isn't going to sit well with the partners, unless they're shysters.   

4.  In your letter(s), make it clear that you're filing with the BBB "as well as taking any other action necessary to resolve the matter".   That affirms your intention, but leaves open any future actions and doesn't limit what you may do in the future.

5.   Contact Aging Care (bottom of this page: 

https://www.agingcare.com/aboutus) and let them know.  They need to be aware that this company is not attempting to resolve an issue.   No one else should be referred to a company like this.

6.   How was payment made?  Check?  Charge?   If either, copy the checking or charges statement and in your next letter send them only the portion of the statements that reflect your ID and their charges, as documentation of the payments.

7.   I'm assuming you reported the no-show; if not, summarize the visits in your next letter and indicate which date and employee was the no-show.

8.   Give them a timeline before which you "take further action."   Then they can't claim that they didn't know you were serious and would the issue a step farther.

9.    And when you contact Aging Care, ask them to revise your post to eliminate the name of the agency.   Even though it's a good warning, the agency could challenge you with a claim of defamation.     Don't give them that opportunity.

Please let us know how this works out for you.   It's a consideration that I'm sure many face when they hire an unknown entity.

Good luck!

Lot of good advice here.  I would also suggest re-reading contract carefully.   One agency we used had contract that said that deposit would only be used when and if we gave notice that service being discontinued or LO passed away.

Sue, some more info:

https://www.care.com/b/l/helping-hearts-llc/warwick-ri

It is an LLC.   You'll have to call the Rhode Island corporation department (or something similarly named) to get information on the LLC's address and officers.

I don't think its that Aging Care referred you, its that they tell you what is available in your area. Since we are a forum with members from all over the US, Canada, UK and other Countries, there is no way the Aging Care site owners can research every Homecare Agency in every state and Country.

Saying that, Garden Artist gave some good ideas. This must be so overwhelming. Wish I was there. So much easier to help someone when paperwork is in front of you.

Ask them to send an updated statement with all the charges and payments made because you have made payments that they don't show credited. When received, if you find your checks have not been credited and have been cashed then call the bank. Ask them for front and back copies of your checks. This will prove to them that they cashed the checks. So where did they go? Maybe credited to the wrong person's account? They have to research this and it has to be in a timely manner. (Maybe 30 days) Your acct should be put on hold while they research.

If they don't respond to this request, then call the BBB. You may want to call your County Office of Aging to see if they can help. It may turn out its a lazy billing clerk.

Are you required to sign the aides time sheet? This would be a proof to the agency that the aide did or did not show up. Did u keep records of the calls made concerning a no show and the person who u talked to? Did u back up the call with texts or emails?

This is for the future

If the agency does not provide the aide with a timesheet make one of your own. Date, time in, time out, aides signature, your signature. If no show, make the call, note on timesheet time and who u talked to. Back it up with an email saying "confirming my conversation with Jane Doe that no aide showed up on this date oo/oo/oo. Please respond. Make each no show a separate email. You can also make a folder in ur email for just this to keep emails to any company or one person separate from other emails.

When you pay a bill, on the portion you keep put the check used to pay it and the date. In the memo part of the check, put "services covered from oo/oo to oo/oo." Make sure your acct# is on the check. If discrepancies, take a copy of the bill and hilight the discrepancies and back it up with copies of timesheet and emails. If a check is not credited, give them the number of the check and date. If they say never received, then get a bank copy. Attach copies of all back up you sent to your copy of the bill. Always have a paper trail.

I hope you can get this all cleared up. Please come back and tell us how it worked out. Or, if you need some more help.

Aging care actually does provide referrals. That’s really what they are. Just like A Place For Mom, is also a referral service. That’s how they make money-by referring people.

Great advice! Thank you all so much! I will do what you have mentioned and hope to resolve these bills.

Im so sorry you’re having to deal with this while caring for your mother. I would call and ask for the directors name or whomever the top person is. Then I would write a letter to that person and send it certified mail with a return receipt so you have proof it was received.

Start with how you found their service, the care your mother required, when you hired them, what was paid in advance, services received, services not received and why, when the additional bills were paid etc. Include the dates you emailed, called etc and that you received no response from anyone.
I would include that they owe you this amount of money that you paid in advance for care however their care provider never called or showed up at their scheduled day so your mother did not receive the care you paid for. They need to refund that day etc. You have already stated that you know you won’t get the money back but put them on the defensive.
Give then 30 days to correct their records and refund your money or you will contact the appropriate authorities/agencies to step in and rectify the problem. In 30 days, do what you need to do and do not feel guilty. How many other people are they doing this to, especially seniors that may be paying the bill because of confusion. After 30 days I would contact Agingcare and report the problem. O matter what.
Good luck