Complaints

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• Initial Complaint

  Date:08/15/2023

  Type:Order 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.

  Three days after my mother, ***********************, died on June 2, 2023, in the skilled nursing facility (SNF) at Montage Hills in ******, the business office of the parent company Generations LLC, deducted $14,866 from my deceased mothers bank account to pre-pay fees for the next 33 days @ $450/day. The business office response on August 14 to our request for a refund: "United Healthcare has not finalized processing the skilled claim for ***** (04/01/23-04/28/23) that was billed on 05/09/23 and the therapy claim for *** (05/03/23-05/10/23) that was billed on 06/09/23. I have been following up on the claims every day to see if there are any changes to the status updates, and so far, it has not moved to a processing to payment status.Once the claims have been finalized, we can see if any patient responsibility needstobe adjusted, then we can move forward with the refund."Nowhere in the Montage Hills contract does it state that Montage Hills is permitted to pre-bill a month of SNF residential care post mortem. Nowhere in the contract does it state that Montage Hills legally has the right to retain this fraudulently obtained sum of $14,866 until United Healthcare processes claims. Yet Montage Hills has been illegally, fraudulently retaining more than $12,000 in excess of what was owed to settle my mothers account for over 2 months.Shortly after Mom's death, the Montage Hills skilled nursing facility (SNF) shut down due to numerous complaints of mistreatment and poor care of residents. Sadly, executive director ***************************** retains her role.My mothers death certificate lists immediate cause of death as Failure to Thrive, and under other significant conditions contributing to death, the first item is Stage 3 Coccyx Wound which is a severe bedsore she developed due to Montage Hills staff negligence. My mother was a registered nurse, and told us repeatedly that she should have been repositioned by staff to prevent a bedsore. How can we obtain our $12K?

  Customer Answer

  Date: 08/19/2023

  Please note a change in the Montage Hills contact information I filed with my original complaint. The business director has been let go. Please contact ***************************** directly, "senior executive director" of Montage Hills, ********************************************************************************** The facility main phone number is ************. *****'s direct email is: ***********************************

  Also I have attached the contract my brother, ***'s ***** of ******** and Estate Executor, signed with Montage Hills Assisted Living in January 2023. Mom was moved to the facility's "skilled nursing" wing in April 2023, but a new contract was never signed. Therefore, this language I assume is relevant: See section VII, C. "Death" where it states: "Within fifteen (15) days after your personal property is removed from your apartment, your estate, or other person or entity responsible for payment of fees under this Agreement, will receive a refund of any fees paid in advance covering the period after your personal property has been removed. If we assess fees after your death pending the removal of your personal property from your apartment, then within three (3) days of becoming aware of your death, we will provide written notice to your Responsible Person or other individual(s) identified in this Agreement of the Community's policies regarding termination of the Agreement upon death and policies regarding refunds."

  As of today, August 19th, we are at DAY 77 since my mother died. We never received written notice about the fees assessed after mom's death. And we have not yet received a refund. Thank you for your efforts on our behalf. Warm regards, ***************************, daughter of ***********************

  Business Response

  Date: 08/24/2023

  We are aware of this concern and have been in contact with the residents ***** of ********* A refund has been processed and mailed to the ***** of ********* Thank you.