Independent Living, Inc.

My spouse was coming home from a nursing home. They offered an $80 assessment of our home, but the nursing home did that as part of their discharge so we didn't do that. The only think I needed was urgent installation of a toilet grab bar, which I owned. I needed someone who could install it correctly. They quoted $85 an hour. They said nothing of travel time, I was listening for it. Installation on 3/27 was ~30 min. The worker who came to our home was very nice, very professional, and shared knowledge. He was here ~45 min. The bill? $210!!!Staff explained they charge from door-to-door. I can forgive that, but it was her oversight. Proper bill: Transit time is 18-20 min. 45 min + 40 min travel = 85 minutes, or $120.42. They had a $20 materials charge for a 12'x20' melamine board + 16 screws, for ~$140.42. What about the other $69.58?She explained at length despite all questioning of verity or logic, that the rest of the $210 was time for the worker to 'go home to his shop' to 'custom-cut the board,' and that he needed to go to a hardware store to buy supplies, and travel there was included.That is just plain untrue.1. He called me on the way from his previous job. We talked about his travel and materials. He has a lot of tools & materials in his vehicle because he 'does this all the time.' No hardware store.2. He mentioned his home, and lives in another city, about an hour away. He didn't go home to cut anything! Not possible. 3. Nobody from IL had ever been to our home. They had no dimensions of walls or equipment. How can you 'custom cut' something for which you have no measurements?4. It wasn't even 'custom' to the space. In fact, the board was a little too large to clear the toilet, & ended up a few inches higher than desired.She wasn't budging and clearly wanted to end the call, so I said I guessed the only thing I could do was see what agency might take complaints, and I would write an online review. She sighed and asked, 'What do YOU think should be done?' Glad for the opening, I told her I'd ok the transit time as a charge, and the $20 materials fee. that meant $140.42, but I said to round it up to $150, just as a good faith offer on my part. She said she would propose it, and would get back to me in a week. In 2 weeks, no check, no call. I submitted my documentation of the calls and contacts to my bank. I contacted the CEO through their web page, saying: 'Errors happen, people overlook things, forget to mention things. I'll grant that... But to be charged 247% of what was quoted, and 147% what is typical for such work is hard to understand... If you would please consider my request to adjust the price to $150, I would appreciate it. I think it is reasonable, and it would help us.'CEO Mr. Brian Miller answered after a second request. His 4/23 email said: 'I have approved a $50 refund to you. This is a compromise to our typical billing process and pricing. The refund check will be in the mail after our next check run at the end of this month...' He closed by wishing my spouse well.May came, no check. But about 2 weeks later staff called me to tell me she had 'found it on her desk.' She mailed me the $50 check, dated 4/23. I hope it won't be returned for being outdated.Usually in response to bad reviews, the organization responds by claiming how they tried to fix things, and the reviewer is unreasonable, or didn't respond to their repeatedattempts to make amends. They can't claim that. I had to do the chasing, they failed to meet every date they volunteered for themselves. I made a reasonable (and generous) counter-proposal, based on time and geography. No valid justifications for the extra $69.58 was given, though they may invent one in response. If they had said 'Oops, that IS a bit out of bounds, let us adjust that,' I would have reviewed them well. But no. My experience of them is that fair, reasonable, & reliable '...is a compromise to our typical billing process and pricing.' I cannot recommend Independent living.

The staff are incredibly dedicated! They genuinely care about the clients they serve.

My Father was taken care of by this agency. The caregivers are nice. Unfortunately the administration is not nice and are difficult to work with as any concerns are dealt with by saying 'well the agency can cut services for your dad'. The contract says that any concerns are dealt with and that there is no retaliatory behaviors when concerns are brought forth. Instead they are discussed poorly, and my dad was fired for a concern I brought forward. I also wrote to the CEO as the Manager was very insulting to me, but he never responded to my letter of concern. The agency hires many caregivers but gives them so few hours that they cannot get benefits so the caregivers take on 2 and 3 jobs. Is this the way we want health care to go? Feel sorry for the caregivers to have to work under such conditions. The agency scheduler is nice but get rid of the Manager!

They make up their own rules and don't follow Medicare. They stereotype my condition too. Just because I have had MS for 41 years and it's very stable I have herniated discs with Spurs in my back causing severe neuropathy and weakness to my body. They said because I drove to my Doctors closer by that I wasn't homebound and they dropped me. I called Medicare and they were extremely upset as I am allowed to drive to medical appointments with great effort and am still considered homebound. If they don't start following the rules Medicare intends to drop them. Call Medicare if you are in any doubt.