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:12/31/2023

  Type:Delivery 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.

  I received my check from the facility and tried to cash the check at multiple banks and currency exchanges and cant cash the check Ive called HR and called corporate they told me I cant do nothing for you this job does not have direct deposit

  Business Response

  Date: 01/08/2024

  January 8,2024
  To Whom it May ***************** you for allowing us the opportunity to address the concerns of our customer as referenced in Case Number ********.

  Based on investigation of this complaint, it was determined that the complainant was hired on 11/17/2023 and remains employed by the above-mentioned facility.  Additionally, since her date of hire, the employee was paid for her time worked, issued the following checks which were posted on the following dates:

  Check #: ******, Issued 11/29/2023, Posted 12/12/2023

  Check #: ******, Issued 12/13/2023, Posted 12/21/2023

  Check #: ******, Issued 12/27/2023, Posted 1/2/2024

  While the employee alleged that she was unable to cash her checks, based on investigation, it was determined that all checks issued were in fact cashed.  I have attached copies of the checks and bank records to this response.

   

  Again, we thank you for the opportunity to provide resolution to this complaint.  Should you have any questions, splease feel free to contact me.

  
  Sincerely,

   

  ****************************, QIDP, LNHA

  Vice ********** ****** and Public Relations

  P: ************

   

• Initial Complaint

  Date:07/26/2022

  Type:Service or Repair 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.

  My husband was placed at Alden for rehab after a hospital stay. There was basically little to no communication with the social services person named ***. My husband couldn't be released until his bed sores (that he got while at Alden) were healed. He was being covered through his ********* I received a call from the wound care person, Drew, on 7/1 advising me that his sores were healed but he had to remain on an ointment for the next 7 days. I specifically asked him, "so what does this mean? Will he continue on ******** during this time?" He said he had no idea and that social services would contact me. I heard absolutely nothing from social services until *** called on 7/8. She said, " I'm calling about your husband and it looks like his bedsores are healed. So his 100 days of ******** is good till August, right?" I said "yes, so is he able to stay until then?" She asked me to hold on a minute and when she came back she told me that he's on private pay since 7/1 at $441 per day. I WAS APPALLED!! I told her no one contacted me and that SHE dropped the ball. I found my husband a new memory care place and it took a few days to get him transferred and now I get a **** from Alden for $8379. This is sooooo wrong. I wasn't notified about him being put on self pay. I was supposed to be notifed and we were to have a family meeting and a Dr. to sign off and none of that happened.

  Business Response

  Date: 08/03/2022

  A copy of the following response to complaint Case Number ******** is attached for your review and consideration:

   

  Better Business Bureau of ******* & Northern ********, Inc.
  330 *******************, Suite 3120
  *******,******** 60611
  
  August 3, 2022
  To Whom it May ***************** you for allowing us the opportunity to address the concerns of our customer as referenced in Case Number ********.
  Prior to receipt of this concern, the facility had already thoroughly investigated this matter and found an acceptable resolution to the situation as detailed below. 
  As indicated in the customers statement of the problem, ******************** coverage had in fact ended on 7/1/2022 and while the facility is required to provide notice of ******** Non-Coverage 2 calendar days before ******** covered services end, the facility *********** Director untimely notified the family of this on 7/8/22.  At the time of notification on 7/8/22, the facility offered the family the opportunity to appeal this decision through the Beneficiary and Family Centered Care ********************************* but the family declined.  As a result, ****************** was charged a daily private pay rate of $441 beginning on 7/1/22 when his ******** coverage had ended until his date of discharge on 7/19/22, which totaled $8379.00 ($441 X 19 Days).  However, as a result of the investigation, the facility felt the onus of the charges incurred between 7/1/22 and 7/8/22 fell upon the facility due to the untimely notification of ******** Non-Coverage.  In response, the facility made an adjustment to the billing statement for charges uncured between 7/1/22 and 7/8/22.  Additionally,because the facility failed to provide the family with Notice of ******** Non-Coverage two calendar days before the ******** covered services end as required, the facility further adjusted the billing statement by eliminating charges incurred between 7/1/22 through 7/10/22 which resulted in a total billing adjustment of $4,410.00 ($441 X 10 Days). 
  At present, ******************* is responsible for $3,969.00 ($441 X 9 Days) which are the charges incurred for services rendered between 7/11/22 to 7/19/22 during which time she was aware of her husbands ******** non-coverage but had decided to keep him at the facility until she found alternative placement.  The facility submits that a good faith effort was in fact made to rectify the situation by eliminating the charges that were incurred because of a mistake made by the facility *********** Director.
  Additionally, the ******** ********** of ****** Health entered the facility on 7/28/22 to investigate this concern and exited on 7/31/2022 (Complaint #******/IL149392 & Complaint #*******/IL149520.)  It is important to note that after this concern was investigated by the ******** ********** of ****** Health, no deficient practice was identified and the resolution to this situation as explained above was deemed sufficient and acceptable.
  Again, we thank you for the opportunity to provide resolution to this complaint.  Should you have any questions, please feel free to contact me.
  Sincerely,
  
  ****************************, QIDP, LNHA
  Vice ********** ****** and ****** Relations
  P: ************

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17626879
  
  I am rejecting this response because: First of all, that is a bold faced lie that they offered me the opportunity to appeal this decision through some organizatin that I never heard of. All they are doing with that complete nonsense is trying to cover up for their mistakes. If someone was told that by ****** Services person, ***, she is lying. She was well aware when I talked to her that she made a huge mistake. I was NEVER offered any kind of appeal. When I was told on 7/8 I immediately found a place but they had to schedule someone to come to Alden to assess him and I had no control over that or that it would take a few days and then a few days to give me his admittance date. If Alden had a social services department that knew how to do their job, we wouldn't be having this issue. I don't feel I owe them anything because of their incompetence and now they're just lying. This is absolutely unbelievable to me.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/08/2022

  Alden Estates of Orland Park 
  16450 *************************************************************************** 60467
  
  Better Business Bureau of ******* & Northern ********, Inc.
  330 *******************, Suite 3120
  *******, ******** 60611
  
  August 8,2022
  To Whom it May ***************** you for allowing ** the opportunity to address the response of our customer as referenced in Case Number ********.
  As indicated in our original response, the facility acknowledges Mr. ******** ******** coverage had in fact ended on 7/1/2022 and while the facility is required to provide notice of ******** Non-Coverage 2 calendar days before ******** covered services end, the facility *********** Director untimely notified the family of this on 7/8/22.  As a result, the facility submits that a good faith effort was in fact made to rectify the situation by eliminating $4,410.00 in charges that were incurred because of the mistake made by the facility *********** Director.
  Again, thank you for the opportunity to address the response of our customer.
  Sincerely,
  
  ****************************, QIDP, LNHA
  Vice ********** ****** and Public Relations

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17626879
  
  I am rejecting this response because: I am appalled by the lies this unscrupulous company tells. I absolutely reject their decision and will not pay them a dime. The fact that they said I was given the opportunity to appeal this decision through the Beneficiary and Family Centered Care ********************************* and had the gall to then say that I declined!!! THEY NEVER OFFERED ME THE OPTION TO APPEAL!!! I had no knowledge that there was an option to appeal. 

  How do they get away with the lies they tell? I will continue to refuse to pay anything and will now be filing a complaint with the ******** ************************** Someone needs to do something about this place and I will not stop.

  
  Sincerely,
  
  *****************************