Complaints

This profile includes complaints for The Helper Bees, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Helper Bees, Inc.

  4203 Guadalupe St Austin, TX 78751-4224

• 

  The Helper Bees, Inc.

  3310 W Braker Ln Ste 300-644 Austin, TX 78758-7853

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/06/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company doesn't care about their customers! They scammed me out of money and ordered products from ****** for higher price then what ****** charged and they won't refund my $34.27! Talked with so many employees no help. Talking now and the agent is screaming at me not listening to understand me at all!! If you could refund the money owed to me! Also paper towels were never delivered!!!

  Business Response

  Date: 04/03/2025

  We appreciate this feedback and we understand that the customer's recent interaction with our team was frustrating and did not meet expectations. Upon review of their account and call details, we determined a miscommunication occurred during the conversation.  As such, a $73 credit was applied to the customer's account for March. The representative involved will be receiving additional training to help prevent similar issues in the future.
  Please know we take this feedback seriously and are committed to continuous improvement of the customer experience. Thank you for bringing this to our attention.
  
  

• Initial Complaint

  Date:03/18/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unable to reach the *** CFO or *************** will help me get PEST CONTROL and **** Services. ***** zip code ****/**. THEY CONTINUE to give me excuses why I can not utilize my $225 from UHC. NO ONE is addressing or fixing my issues. I want RESOLUTION + ACTION NOT EXCUSES. REQUEST VP OR *** CFO someone who is not just the Mgr Explain to me why no one will resolve my issue. BBB do not CLOSE MY COMPLAINT FORWARD COMPLAINT TO THEM.

  Business Response

  Date: 03/28/2024

  As an eligible member of a program offered by the customers Health Plan, ********************** offers an online marketplace to eligible Health Plan participants. This marketplace allows eligible members to select from an array of services and supports into the home. The customers Health Plan, at no cost to their eligible members, funds a digital wallet with a set balance allotted each quarter throughout the plan year. This balance can therefore be utilized by the members to purchase services and supports into the home. The Helper Bees network of credentialed service providers then delivers these services and supports based on the customers selection.

  Unfortunately, there are circumstances in which The Helper Bees network of credentialed service providers may be unable to fulfill services. Factors affecting service fulfillment may include lack of provider availability due to staffing limitations or scheduling constraints, lack of network coverage in the customers location, or instances where a members home environment may not be suitable to receive services. In situations such as these, we are happy to assist members in the selection of alternative services offered within their Health Plans benefit for which fulfillment is achievable. We are always pursuing expansion of our credentialed provider network in hopes of preventing such occurrences and are eager to assist customers with their preferred services once credentialed providers become available in their area.

  Additionally, we understand there are times that a members may wish to receive services outside of their covered benefit. The Helper Bees cannot fulfill services outside what is authorized by the members Health Plan.

  We sincerely apologize for any inconvenience and hope that the customer will utilize their benefits towards available services.

  Customer Answer

  Date: 03/28/2024

  Complaint: 21449849
  
  I am rejecting this response because:
  
  Regards,
  
  Apex Law

   

  The have agreed to address my concerns when will they call the 40 providers that I provided them to see if the members can get the services they are eligible for? My concerns have NOT BEEN ADDRESSED. I REJECT THEIR RESPONSE and request their compliance department investigate my complaint. 

• Initial Complaint

  Date:02/06/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Mother in law is elegible by Humana to have home health care, The helpers Bees is responsable for find an agency to get the **** I've calling this agency since January the 2nd and until today noboby never called me back, I spoke with a supervisor twice, his name is ******* and he always give me the same answer , 7 more days...2 months later and nothing, Today I Called again and the lady gave 5 more days to escalate to a superior. I don't know what to do anymore, My Mother in law had a 14 hours cancer surgery, she felt 3 times and nobody cares, I'm in ******* and she is in *******, and this is very disrespetful.Mother in Law name: ************************* Humana Id number ********* DOB: 09/22/1956 Helper Bees # ************** Supervisor: *******

  Business Response

  Date: 03/05/2024

  As an eligible member of a program offered by the customer's health plan, ********************** facilitates services and supports into the home through our network of credentialed service providers.  Unfortunately, there are circumstances whereas a provider within our credentialed network may not be immediately available for service provision.  We take these service escalations very seriously and, when this occurs, we immediately initiative our workflow to engage additional credentialed service providers in the member's local area to implement services as soon as possible.  We were able to review the logs associated with the customer's service referral and have confirmed that The Helper Bees received the referral on 10 January.  The referral was assigned to a credentialed service provider that same day.  The provider accepted the service referral the following day (11 January).

  The logs indicate interactions between the member's representative and a The Helper Bees customer service representative on 10 and 17 January as well as 05 February.  On 05 February the logs show that the member's representative stated that they were not able to reach the assigned Provider.  The Helper Bees immediately reassigned the service referral to a new provider on 05 February.  The assigned provider entered a referral note on 15 February indicating the member had declined services.

  We sincerely apologize for any inconvenience and/or miscommunication related to this case and would like to resolve this with the customer.  If the member or their representative would like to utilize their authorized program services, they can contact their associated Plan's member support toll free number for The Helper Bees.  We would be more than happy help navigate the circumstances.

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have used helper bees to order lawn services and home care services. For lawn services I have ordered and they schedule and noone shows up and we have to pay to get it cut as it grows high or they will come 2 weeks later and by that time grass too high and they cannot cut as not within requirements. I still have credit of about 2 lawn cut and end up having to pay someone to get it cut. I have suggested another company LawnsForYou that are dependable, but each time I call helperbees, they hand it over to their procurement team and inform they will call me back. For home care services I have several credits pending and the person who was coming quit and we have not heard back from helper bees on an appropriate replacement.I am beginning to wonder that helperbees may need to be investigated for even potential fraud as wellcare is paying them and helperbees is not providing the services wellcare customers are expecting. Ironically, they are named helperbees and no bees of theirs is helping, but causing frustration instead as have to keep on calling so-called helperbees.

  Business Response

  Date: 11/03/2023

  As an eligible member of a program offered by the customers Health Plan, ********************** offers an online marketplace to eligible Health Plan participants.  This marketplace allows eligible members to select from an array of services and supports into the home.  The customers Health Plan, at no cost to their eligible members, funds a digital wallet with 100 bee coins each month.  The bee coins serve as a form of non-monetary transaction points which can be utilized to purchase services and supports into the home.  The Helper Bees network of credentialed service providers then delivers these services and supports based on the customers selection.
  
  Unfortunately, there are circumstances whereas The Helper Bees network of credentialed service providers may not be able to fulfill services within the allotted timeframe authorized by the Health Plan.  In July of 2023, 1 of 2 home care visit orders did expire without being fulfilled by a service provider.  And, in August of 2023 the same scenario occurred with an order for lawn maintenance service.  The remaining *************************************** a timely fashion.
  
  Although we are not authorized by the customers Health Plan to refund bee coins after the service period expiration, we strive for a superior customer experience.  Therefore, ********************** has added an extra 120 bee coins to the customers digital wallet to utilize this month.  This is the quantity of bee coins associated with the service orders that expired without being fulfilled by an in-network service provider.  We sincerely apologize for any inconvenience and hope that the customer will utilize these additional bee coins toward the services and supports of their choosing.

  Customer Answer

  Date: 11/07/2023

  Complaint: 20697999
  

  It is terrible that I had to get to the point and have to get BBB to help me as I have not had luck with Helper Bees.

  I am rejecting this response because: They did not even reply to my complaint. I, multiple times, informed them of dependable lawn service LawnsForYou and said they would send to another team to review and approve. I called again and same answer. and again, same answer. It has now been over, at least, 4 months and nothing yet. The reason I recommended LawnsForYou as I have not had any luck with following lawn services.

  I ordered lawn services via their portal and got referred to ***** lawn who are horrible and first came couple weeks late and charged us 2 credits without knowledge from us and  cut it so high that next week I had to hire someone else to cut it properly.  They then referred to RCA lawn service who never came and I had to pay to cut the lawn as was getting too high.

  Also. I have several 2 hr house services and have yet to have someone come by.

  THANK YOU to BBB for assisting in my issues.

  
  Regards,
  
  Duraiya Dar