69 total
Absolutely horrific!!! We couldn't use the soft ware. It is not fit for purpose and hard to build. You get no help from the staff. We chose not to continue using it as it was not useable and there was a fault with the site, which meant we couldn't log in. They then told us they would take us to court to try and get the fees. How they can get away with this is beyond me but I gave collated all my evidence to show in court.
Date of experience: January 10, 2024
The software has lots of mistakes and is always messing up. Company is not professional at all. Go to another software. They will take your money and give you the run around and not refund you even if it's their mistake. Try another software such as Axiscare or Sandata. Clearcare Wellsky is HORRIBLE!!!!
Date of experience: February 02, 2023
Dishonest and untrustworthy
Signed a contract with them based on their assurances that they can produce certain reports. After on-boarding with the software it became evident that they were unable to produce the reports. Asked to be let out of the contract, since it was signed under false pretenses, but they refused. After speaking with an executive, was informed that they would release us from the contract. However they continue to bill us each month (it's been 3 months). Calls to the company and executive go unanswered.
To summarize: If you're seeking a trusted partner for your agency, go elsewhere.
Date of experience: January 30, 2020
I work for sunny days and because this app doesnt work properly i now have to inconvenience my clients by using solely their minute phones to clock in all bec of this app. Of course not allowed to clock in and out with my phone. My manager brittni told me this company changes clock ins and outs and charges for hours not worked. My clients are furious with not only this app but now sunny days and they want me to find a whole nother company that doesnt first use this app and then second one that does appreciate hard workers. So yeah not happy at all. And my clients are looking for somewhere to go fast.
Date of experience: October 02, 2021
I think this is the most problematic software I have ever worked with. There are always problems. We get notices regularly that there are issues and they are being addressed, but the same issues continue to be a problem. I would not recommend this to anyone, in fact I would advise them to stay as far away from this sub-par product as possible. It's overpriced garbage. I would not re-sign with this company if they charged $1 per client.
Date of experience: March 23, 2015
Uncommunicative company. If their product does not work out of the box, or worse yet, you implement their software and hit a snag down the road, do not expect customer service or support from them.
Hard to rebuild our customer's trust once it is damaged.
Date of experience: October 12, 2018
I have been using this system now several years. I have MANY tickets never resolved and feel very neglected when I have a basic problem that cannot get resolved. They are too huge to resolve everyday issues. I have one request for 3 years of adding something to a dropdown menu..I get blown off everytime. I get a server issue when trying a refund. This is something the system is supposed to be able to do for me. NOPE I am not a priority.
Date of experience: April 08, 2021
Their entire site has been down several times, and they refuse to compensate users for the down time. Their customer service stated they would have to charge more if the credited people back for the times it was down. As others have stated, the software is OK, it's the customer service that's the main issue.
Date of experience: February 08, 2019
HORRIBLE CUSTOMER SERVICE...... DO NOT USE THIS COMPANY. If you discontinue services and a client wants to access an invoice that was once sent to them via "Family Room" this company will not assist you or the client in gaining the invoice THEY PAID. They dont care about the FUNTIONS of HOMECARE AT ALL!!! Just want $$$ for the NOW!! Please seek out and do your research this company is NOT the way to go.
Date of experience: June 06, 2019
Poor Customer Service! Software System crashed on New's Years Ever and when we called to report, recording from Clearcare stated offices closed! Later received notice at site that engineers were working on issue.
Our clients and caregivers are dependent on software to know schedule, and there is no backup plan during the holidays! Incredible!
Clearcare needs to get their act together.
Date of experience: December 31, 2018
I recently started using this system. This system is only good for corporate offices and payroll billing. Not useful to the staffers who has to work this system for clients and staff. They don't ask opinions from us, or how to get the best use of the system. No room for options or requests. The trainers were useless, gave us half hour to train online. I asked questions couldn't answer me, so they just moved on. The client assessment window is over crowed could of made it simpler, tags given three options for same choice. Ask me I will show you! No tags pertaining to what we actually need. Can not add or make changes, I requested on the cna calendar to put their total hours showing us if we can book now or not. I was told to go to weekly live view read the 3 little bity columns which are not accurate proved it couple times. Sent email, they never responded. Like I said just for corporate use only.
Date of experience: June 09, 2020
The app is horrific. Clunky and doesn't work half the time. I have uninstalled, reinstalled and updated my phone. Every single time I use it it malfunctions. I told my boss I will call in to clock in and out and for charting. If the app takes me struggling for 15 minutes and then doesn't record half my inputs it is of no use to me.
Date of experience: October 15, 2019
I wish I'd had stayed with ERSP and not switched to ClearCare. While I believe that ClearCare has a ton of potential, they love to say "No" (a lot!) and our extremely rigid.
It may great for companies who are just starting out, but in my humble opinion it is not robust enough to support an agency that does over $5M.
The grass is not always greener on the other side of the fence!
Date of experience: August 01, 2017
this app is terrible, can’t clock out on sunday mornings if the shift was saturday overnight, can’t check your work history to verify previous hours and customer care is hopeless.
Date of experience: January 05, 2020
ClearCare, as a company, recently made changes and reduced the "My Task" functionality. This prevents users from independently viewing and managing their delegated tasks. The company reduced the ability to work independently and efficiently. We now have to review "every task for all employees (pages) to "find" individual tasks because they state that every employee needs to see ALL TASKS. A vendor is driving business process. This is poor business practice. They sent a reply stating (summarized) that it was for our own good to not have this functionality. The deletion of this functionality makes this product inferior and not as useful. It impacts employees and lessens their ability to manage their own work. I've never seen a vendor tell business owners that they are taking away functionality to make their business MORE SAFE. The application is a tool to be used by businesses not to drive business process.
Date of experience: January 26, 2021
ClearCare online billing format is all messed up and no one is fixing it or returning our pleas for help. This is a poor product with even poorer customer support.
Date of experience: July 25, 2020
We left Generations to Clearcare, because the staffing and payroll side of Clearcare was appealing. In retrospect, we regret the move. We own multiple businesses, and we use CRMs like Clearcare for all of them, and Clearcare fails in reporting and functionality.
If you care about tracking your Sales Reps and their sales successfully and getting real numbers, DON'T USE CLEARCARE!
Reasons:
1) if a referral source (person) moves from one organization to another, IF YOU MOVE THEM IN CLEARCARE TO A NEW COMPANY, ALL PAST REVENUE MOVES WITH THEM TO THEIR NEW COMPANY. This is a simple solution, and is crippling for revenue tracking. As everyone knows, referral source (persons) move ALL the time to different hospitals, ALFS, etc, and even work at more than one at a time. You have no options to inactivate a referral source (person) and then add a new one
2) You can not track Revenue by marketer, it is all linked back to the REFFERING ORG/PERSON, which can ONLY HAVE ONE OWNER. SO sales repA gets a referral from sales repB's source, ONLY SALES REP B gets the revenue credit.
3) Reporting for marekting is terrible - this is NO CRM, it is a glorified scheduling program. You can't use reporting elelments from different parts (for example, a field for Clients can't be reported with certain items related to the Referral source...the list goes on and on).
4) search capabilities have major bugs, which leads to MULTIPLE DUPLICATION of clients, caregivers, applicants, referral sources, etc, and causes a nightmare for larger agencies
5) Onboarding - ANDRIA IS AWESOME. Support if so-so, I give it a 2 out of 5, most are quite lacking in knowledge and know nothing about home care industry processes, databases, and offering solutions to the software downfalls. The support has obviously had little training and does not go through onboarding to understand the issues that new users will have, and which would give them a more robust view of Clearcare. Most of the time we just have to hangup because the support is so frustrating, and the emails...they just don't comprehend.
Date of experience: March 10, 2017
We just moved over to this product. Sales staff were great at selling the product and we seen some improvements from our previous product but it has some serious issues. Because this company is new, many of the staff are new and we requested for our original trainer to be changed but they refused until I told them i would end our contract. That seems to be the overall thread. Its difficult to get folks on the line to speak with and when one of my team members called the help line she was told not to call the help line that we needed to check their training sites before we called. Try calling the offices and see if you can get anyone other than the sales department on the line. When we were done with implementation I was told they didn't want to do a survey with me because it would be"bad". Overall support is poor.
Reports are not just bad but horrible. What i was originally told was that we could create any report we needed. That is not the case. They have limited reports and limit what data you can pull additionally, the reports are not even formatted well. Trying to get something as simple as accounts receivable report is atrocious. No one at their offices could find an overtime report and then we just didn't get a response (radio silence) and told well that is all we have. We eventually found it on our own.
Now it is not all bad, here is where I think their product is an improvement from our previous. First, the overall cost. About half of what we were paying with other software. Their system includes telephony and task reporting. Not only does payroll upload into Quickbooks so does billing (there are some issue with this but minor). Without paying additional fees, you can access your login from an ipad, iphone, etc. Caregivers love this feature to mark their tasks online. Product overall is very simple from the user access to the drop downs. Anyone can learn it pretty quickly with minimal training.
Overall, we will will remain with them through our contract to see if things improve because they are a newer company and it has potential.
Date of experience: December 12, 2015
We're required to use ClearCare within our home care franchise system. We used to use another very good software called HomeTrak. We embraced ClearCare about 2 years ago when our franchiser told us that they had tested it and that we were going to switch to it because it offered many advantages that were expected to improve our quality and reduce operational costs by automating and simplifying. After having used it for nearly 2 years, my opinion of it is that it isn't yet even good enough to have been released for first use, and that we should have been getting paid to help develop it (rather than paying to use it) for these past 2 years. Our issues with it are numerous and it seems to me that ClearCare prefers to focus on introducing more options for it rather than fixing its problems. Perhaps it's because of the horrible contract that we had to sign that makes us have to use and pay for it for 5 years - with no way out. Clearcare's shortcomings are extensive and I can't begin to list all of them, but I'll share some so readers get a feel
- Many of the features promoted as making it unique aren't of value because clients aren't interested in using them, or there is some functional reason why they don't work out to actually be used. For example, we have only a very small percentage of clients that want to use the Family Room and those that do create a lot of extra work for us because they look at it constantly and come-up with questions simply because a change wasn't made quick enough before they logged on, and similar. For those few that use it, it actually causes more problems than what it does good. Other features such as e-mail and text notifications to caregivers require that caregivers pay for cell plans with lots of data capability, but many don't want to, and stop the messaging making the function far less value than promoted.
- Cost is much higher than our prior software yet overall, the extra work we must put into making it function okay requires more time, adding more additional costs. (There are some things it does well such as some of the scheduling-related features, and a lot of the report capabilities are nice). But many areas such as invoicing, care plans, etc. are cumbersome with output that isn't in my opinion good enough to be considered acceptable.
- Terms of the contract with ClearCare are horrible and unacceptable. No one in their right mind would agree to them. I signed only because of being required by our franchiser and because I trusted our franchiser to do what was right and necessary.
- Clearcare has a clause in our contract with them that says that we as customer exclusively own all rights, title, and interest in and to all customer data, yet regardless, they turn-around and hand client protected data over to others without our permission. That is in violation of our State's home care regulations and probably all other states as well.
- Our conversion to ClearCare was rushed and support at the time was lacking. We ended-up with significant, costly problems such as over a month period where we had to do our payroll manually because the payroll report output from ClearCare was unintelligible. Subsequently there were ongoing issues with it paying people incorrect OT, and more that were due to the payroll report provided to us, not because of anything we did incorrectly ourselves.
- Care plans produced by ClearCare are confusing, overly long, don't have good ways to enter much of the important details...
- ClearCare keeps coming-up with new options for sale to us, but seems to do very little to address obvious issues with the base software.
- Even little things such as a place to include referrer's telephone extension numbers doesn't exist. There are work-arounds, but these little things add up to a lot of complication, confusion and become ridiculous.
With all of this being said, there are some things that ClearCare does very well, including the functionality of scheduling, and many reports it generates. But the overwhelming number of shortfalls far outweigh the good qualities. Between the added cost in time, the monthly cost, and the big problems with start-up,I feel we're in the hole 10's of thousands of dollars vs where we'd be if we would have just kept using our prior software.
Date of experience: February 03, 2016
Relatively intuitive platform for caregiver management. Can be difficult to use or slow at times
Date of experience: November 19, 2019
