Misadventure - indeed so; perhaps we should set about re-inventing the wheel, since we know it works well.
OP - you need to contact SS and the agency to complain. SS will probably be paying fo0r it, and need to know they are not getting what they have bought, and the agency need a kick up the rear.
Care at home can work very well indeed IF it is done properly. How often does that happen now I wonder?
One 24 hours live-in carer for my Dad simply decided he had had enough and walked out - fine, if that's how he feels - but did he tell us?....No!