Service Concerns
If something goes wrong, tell us — it will not affect your service.
Raising a concern is a right, not a risk. This page explains how FreshMeals handles complaints and where your separate health-plan rights begin.
Urgent safety concern
If someone is in immediate danger, or a meal caused a medical reaction, call 911 first. Then call us at 267-902-8747 so we can pull the affected meals and notify the care team.
How to reach us
- Phone: 267-902-8747 — Monday to Friday, 8:00 AM to 6:00 PM ET
- Email: freshmealspa@gmail.com — please describe the issue without sending medical records
- PA Relay: dial 711 if you are deaf, hard of hearing or have a speech disability
- Interpretation is available at no charge — see language assistance
What happens after you tell us
- 1
Tell us
Call, email, or tell the person who delivers your meals. You may also ask a family member, caregiver or Service Coordinator to contact us for you.
- 2
We log it
Every concern is recorded with the date, what happened, and who is responsible for following up.
- 3
We fix what we can immediately
Missed, damaged or incorrect meals are replaced or re-delivered as a service-recovery action.
- 4
We respond
You get an answer about what we found and what changed. If it takes longer, we tell you why.
- 5
We look for patterns
Repeat issues are reviewed as quality improvement, not just one-off fixes.
We acknowledge concerns within one business day and aim to resolve service issues promptly, with the timeline explained to you if more time is needed.
Your health plan rights are separate
Someone can speak for you
Tell us what went wrong
We would rather hear about a problem than have you go without a meal.