Complaints

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:06/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 is a resident at AlmaVia of San Francisco, one of the communities of Elder Care Alliance. On January 10, my mother tested positive for COVID; she was placed in isolation and told she would be tested again on January 15. The day of January 15 came and went and she was not tested. When an aide was in her room that day, my mother spoke to the aide about needing to be tested, and the aide called someone and spoke about the need for the test -- but then nothing happened. My mother also called the front desk and left a message about needing to be tested, but there was never a reply to the message. I called AlmaVia the next morning, and after my call my mother was tested, results negative, and she was told all of the isolation notices at the entrance to her apartment would come down. More than an hour later, as she was about to leave her room for lunch, she was surprised to find lunch was being delivered to her, and that all of the notices on her door about her being isolated were still in place. At that point my mother called me, and I emailed AlmaVia with the story as it is described above, and notified AlmaVia that my mother had a medical appointment that afternoon, and would be leaving her room to attend the medical appointment. I emphasized to AlmaVia that what was most disturbing about these events was the lack of response to communication -- though the aide called about the test, there was no action; and though my mother left a message with the front desk, there was no reply. More than three months later, there has been no reply to my email. It appears there is no intention of addressing or resolving the multiple problems of communication and organization that were involved in this sequence of events.