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Client FAQ

Payment Information and Billing

Q: How often do you bill for services?

Billing occurs bi-weekly. For clients set up with credit card or ACH payments, your method of payment will be automatically charged within 24 hours of receiving their email invoice.

Q: Who can I contact if I have a question about my invoice?

Our accounting team can be reached at (310) 906-3680 and select “1” or by email at privatepayar@24hrcares.com.

Q: Can I make a change to my method of payment?

Yes! Our accounting team can be reached at (310) 906-3680 and select “1” or by email at privatepayar@24hrcares.com.

Q: I have chosen to pay by check. What happens to the deposit?

Your deposit will be held as a security deposit and will be applied to your final invoice from 24 Hour Home Care.

Your Schedule with 24 Hour Home Care

Q: How can I make changes to my schedule?

Please reach out to your Client Care Consultant to make changes to your schedule. For changes that need to be made within 24 hours, please call our office and select “3.” Our Customer Success Team is available to you 24/7 and will be able to handle requests for service and make any changes.

Q: How much notice do you need to cancel a visit(s)?

We ask that you provide a minimum of 24 hours’ notice prior to the start of the shift. Any cancellations with less than 24 hours’ notice may be billed for the full duration of the shift. This will be at the discretion of 24 Hour Home Care. For cancellations of ongoing care, we ask for a minimum of 48 hours’ notice.

Quality Assurance

Q: I don’t think my caregiver is a good fit, may I ask for a replacement?

We pride ourselves in our ACE Matchmaking System, but we do understand your caregiver may not be a good fit. Please call your Client Care Consultant within 24 hours to request this change. Please expect our team to ask you additional questions to understand how we can find a better match for you.

Q: What are quality assurance visits?

For our clients with a higher hourly utilization (20+ hours/week), your Client Care Consultant will reach out regularly to ensure you are happy with services. These visits will be a combination of phone calls and/or in-person visits in your home.

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