Homemade Support Reviews 

I have been trying to get a rollator paid by Homemade since the middle of August and to date this has still not been paid. My dad needs this rollator for his neuropathy and I have been given one excuse after another.

I'm appalled at how I've been treated. I wish I had looked at their reviews before contacting them. They're heavy handed, judgemental and almost abusive in how they treat you. There's no empathy or consultation leaving you disempowered. The first time they were meant to contact me they didn't. I'm pleased I found out about all this before I signed up with them.

Before you sign up they check in and spend time with you and tell you you will be supported. However, once you sign up that’s the last time they contact you. There is no support at all. You have to call them constantly and speak to whoever answers the phone as your case manager is never available. Then they promise to get back to you but don’t. Communication with them is appalling. Do Not sign up with them!

This provider says it will pay invoices in 7 to 10 days but I have been waiting a month to be paid for work consistently. I decided even though my client was happy that I was not satisfied with this especially after you take insurance and other costs out why bother.

BEWARE**
No communication, case manger always at lunch, away or in a meeting. Withhold monies owing. We are constantly chasing up invoices that we have already paid ourselves. Always finding excuses to dance around why payments have not been made.
Reading invoices incorrectly and holding up payment to supplies as well.
Just a headache to work with.

Had a chat with Zac who was very pleasant and I thought about signing up with them so we booked a follow up phone call for 2 days later to give me time to think about it.
That phone call at the allotted time never came. I tried ringing them a few hours later as he still hadn't called. No answer after 13 mins so I opted for their call back where you don't lose your place in the queue. No call back came so I escalated it to the company that recommended them in the first place. Finally, he rang, said people were off sick. These things happen but reading their reviews on this site and on others there seems to be a pattern of very poor communication from this company that doesn't translate to good service.
I'm moving on. Do better Homemade!!

This company is a disgrace. Firstly communication with them is non existent. They simply ignore you either via email or phone. They do not care about the people they are supposed to be helping. More concerning is their lack of understanding of the Governments requirements and they mislead a person so they miss out on funding. I can honestly say their behaviour borders on elder abuse. A report will be going to the Aged Care Commission, namely to protect the most vulnerable in our society that deserve better.

Frustrated by the lack of communication and responses to emails. Have been waiting almost 6 weeks for reimbursements, despite their commitment to 7 to 10 business days. Spending too much time trying to follow up. Makes self management make more difficult.

HomeMade don't get a fee pass , a 2 hour on-boarding session hours before a major promotion and it was never mentioned, when asked why, they skip the reply, only mentioned they reviewed it and my mother doesn't qualify because technically she agreed to on board several hours before promotion started, when asked why I wasn't advised of the promotion there revert back to the A.I generated response that i agreed to onboard hours before the promotion started therefore didn't qualify, when asked why there so called expert staff who pretended to have my best interests at heart didn't mention it, they again state the same generic rhetoric generated by A.I that they reviewed it and there are no exceptions they treat all customers the same, so in other words they poorly advise all there customers so no need to accept responsibility

My concern has never been whether the promotion had eligibility criteria. I understand that it did.

My concern is that during a lengthy onboarding process on 30 June, conducted by staff presented as experienced advisers, there was no mention that a new promotion was commencing only hours later which would have significantly reduced my 85-year-old mother's costs.

The Customer Agreement itself was not completed until 1 July, the day of promotion yet at no stage was delaying commencement discussed as an option.

The response continues to explain why my mother was deemed ineligible, but it does not explain why information that would have materially benefited a new customer was not disclosed during the onboarding process.

For a business that promotes caring, support and expert guidance, that is the disappointing part of this experience.

I hope this feedback encourages HomeMade to review its onboarding process so future customers receive all relevant information before making decisions that may have significant financial consequences.

I was looking to transfer our homecare package to this company for the purposes of managing the financial side of our package and to pay our Carer. Our Carer had elected to sign up on the Mable App. We current are employing The initial consultation with employee Zac sounded promising. A zoom meeting was set up with the recommendation to give notice (14 day) exit strategy. My Mum is 99 years old and is in reasonable health. We received a phone from another employee saying we're unable to take your Mum on as a client relying on an older ACAT assessment. The consultant didn't even want to review the latest information or have the telenconference session to assess my Mum. The consultant then promised to send me an email which is yet to be received. I wouldn't recommend an organisation that wouldn't even take the time to fully review the facts and asses the circumstances in their entirety.

Easy to get support
Staff are friendly and easy to contact
Very happy

Dear management you should put more atention of how you managing things!
1. Not sure if your staff are getting the right salary,every week people are leaving the company. I had 5 support partners left !
2. No one returns calls or emails why??
3. 30 minites on the phone waiting and when you get someone theyy they tell a support partner will call you and never does!!!
How hard is to manage a few customers?
Im not happy !!!

Wow what a organisation once they have you signed up that it don't want to know you they got your money won't return calls or emails so see how they like it looking for a new provider absolutely useless and when you do contact them they promise you the world but nothing happens

I would not rate homemade, the lack of customer service and support when you really require them the most, is not even a 1 star. The amount of “no sorry we have changed the rules & that’s now not supported through homemade” is 9/10 times.. literally everything we need support for, with my ailing mum, is a knock back … try to get reimbursed for approved items, good luck 3 mths minimum to receive yr reimbursement… oh & getting a reply to an email, yep atleast 3 wks before a reply and I’m still waiting on a call back! Get on the phone to speak to someone? 39 mins wait only to be disconnected & no follow up call back!! This company is NOTHING SHORT OF abysmal and has caused more stress then help. Trust me, take it from me, pursue another company to support your needs !

The worst payers I have ever dealt with and non existent customer service! I have sent 5 messages regarding my pay and not once have I had a response but when they need me for something, it’s amazing how quickly they can reply I would not recommend this company to anybody do your research and shop around. You will only be disappointed. Their lack of communication is terrible.

What ever you do, just keep on moving past this mob. Promise the earth up front and then find a reason to deny you self management and push you into their managed service which is a far more expensive Aged Care program. They do NOT listen, they promise you a system that sounds great then rip it away. Their reasoning for doing so? You're on medication so we fear you won't "understand" the process. WTF? Show me aged care people who aren't on some form of medication. Wasted weeks, started the process to engage with carers then had to cancel everyone, including appointments and had to return to scratch, scrambling to find other providers before funding timeline runs out. All they do is cause unwanted stress and elevate mental health issues. The people we spoke with were all young and lacked industry knowledge but liked reading their "script", no personal empathy or understanding. Don't waste your time with these people.

They say free consultation but they don’t say how long dose that mean you could do a 8 hr consultation for free it be nice if they could be more specific on that consultation bit.

We are on level 4 HCP through HomeMade and have found them to be a very poor service provider. They make many mistakes and take weeks to answer basic emails.

If I could give this provider a minus 5, I would. Be prepared to wait in excess of 25 minutes for someone to answer the phone. Emails left unanswered. When asked to provide direct evidence in regard to their decisions or policies, they ignore the request. Also the support partners do not have the correct training and often give out misleading information. They overstepped boundaries and are unethical by doing things without your knowledge or permission. They will try and force you to buy from their preferred disability stores at an over inflated price. They try to wear you down. Stand your ground. They work for you and not the other way round. Contact seniors Advocacy in your state immediately should they be causing you or your loved one undue stress.

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Not quite homemade but they are trying.
Like many home care package providers, they are not keeping up with government changes and inconveniencing the elderly because of this.
Homemade support is owned by Mable and appears to be growing rapidly off the foot of those disingenuous providers