Complaints

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• Initial Complaint

  Date:12/30/2024

  Type:Sales and Advertising 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.

  On November 25, 2024, I had a telephone conversation with *** from Sugar Grove about the possibility of an assisted living arrangement for my step mother (***** ******) and my father (****** ******). This was a phone conversation to where *** expressed there was a one bedroom opening in approximately 30 days and asked we bring in a deposit to be on the waiting list. At no time during the conversation was it advised the $2,000 deposit was non refundable. After waiting over 30 days and needing to locate a place for my step mother and my father, *** was contacted on 12/30 about the deposit to be refunded by my stepbrother, ****** *****. She advised ****** I had signed paperwork stating I agreed to the non refundable deposit. There was never a signed agreement nor a disclosure made to me on the telephone call advising of this. The only direction provided by *** on the November call was to drop off the deposit in the entryway Dropbox, I contracted *** personally on 12/30/24 and *** was very rude and refused to speak with me regarding the check. She continued to refer to other parties when she didnt even remember who she had spoken with. I feel my family was taken advantage of during a very vulnerable time while trying to secure housing for our parents and request for the BBB to assist us in retrieving the deposit. The most assistance we received was two phone calls made by me without any updates provided in the interim and being treated in a disrespectful manner. The check was signed by my father, ****** ******, to which I hold ****.

  Business Response

  Date: 01/03/2025

  Admissions coordinator *** ****** received an email from **** ******* (Senior Advisor) from Care Patrol requesting a tour for ********************** in the email he stated "they are planning for the future and understand there may be a waitlist". *** ****** was at a conference and ask the ****** ***** ***** tour tour the family.  ***** *********** arrived at Sugar Grove Senior Living on 11/18 with **** ******* (care advisor) from Care Patrol. They had a meeting with *************** Manager ***** *****. They went over floor plans, pricing and availability before touring the community. After the tour of the Community ***** M stated that she wanted to discuss with family but, would like put a deposit to be on the waitlist. ***** *. advised that they would be 5th on the waitlist and the deposit is non-refundable. ***** M and advisor were giving pricing information, floor plans and community service info. I have attached the rate information given to ***** M that stated the community fee which is used as the deposit in Non-Refundable. Upon returning from a conference 11/25, *** ****** found a $2,000 check left in the overnight box, name listed on the check was ***** & ****** ******. The concierge at the community had taken a message for *** from a "******" about a deposit left for Dad and Step-Mom. *** called ****** 11/25, see attached notes from all phone calls logged into the ***** Referral System. ****** went over needs for Step-Mom, but understood that they were 5th on the waitlist and it was unknow of the exact timing of room opening, ****** understood and stated she planned to take her Step-Mom home with her until there was an opening. On Dec, 9th *** received an email from advisor **** asking for an update on the waitlist, she responded with "They are 5th on the waitlist, nor sure when they will be able to admit" email is attached.  *** called ****** on 12/10 to update on availability (5th on the waitlist) and to get and update on Step Mothers condition. On 12/16 the community received a tour request from ****** *****, upon talking with *** ***** and his parents, it was discovered they were ********************** Prior to establishing who they actually were  *********************** and *** ****** were given the same information as ***** *********** (rate sheet, floor plans and community information) *** ***** was not happy that his mother was speaking "out of turn" and let us know that she was already on the waitlist, the interaction was very odd. It appeared that *** ***** was trying to gather information without anyone knowing who they were. On 12/30 *** recieved a call from *** ***** saying they found placement for his parents on the Northside of Indy as they wanted to be closer to family in that director now, he ask for money to be refunded. *** advised him that the deposit is non-refunable and ***** *********** was informed of this during the meeting, he was informed during his meeting and it was included in the information provided to him on  12/16. He was very upset and stated that we would be getting a call from ******. ****** called on 12/16 and was very irate, yelling and overtaking anyone trying to explain the facts to her. She stated she was not told the money was non-refundable. *** tried to explain to her that she was notified because she was not at any of the meetings or involved other than being the one who dropped the check off. *** tried to explain that the information was given verbally and in writing to Mr & Mrs. ******, *** ***** and ***** ************. ****** become very aggressive and threating on the phone before hanging up. *** sent an email to the Senior Advisor on 12/30 inquiring that all the information was provided and collateral was received during the meeting and tour on 11/18. I have attached the email where the advisor stated "I have had contact with family and the were educated and understood the deposit was nonrefundable per the education ***** gave at the end of the tour". *** did let ****** know that since she is not the *** , was not present at any meeting or listed on the check she could not discuss anything further. All documents have been attached including ***** phone log. 

  Customer Answer

  Date: 01/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Hello *******, 

  
  

  The dates and details of their response are all over the place.  *** personally contacted me in late November, although I was not the one who received any of the paperwork or was able to tour the facility, and stated there was going to be an opening within 30 days for my stepmom. She then directed for a check to be dropped off as a deposit. At no time did she mention to me over the phone any terms of the deposit. My stepbrother dropped off the check in an interior dropbox that weekend. *** then went silent after the check was received. My stepmother tried to contact her several times without response so I reached out to see if there were any updates in mid December. *** stated she would call back with any additional information as their was no update at that time.  Once we secured assisted , my stepbrother inquired about the deposit and was then told it was nonrefundable. I called that same day (12/30/24) to speak with *** as accusations were made saying I was told this when I toured the facility (which never occurred). I had to take control of the conversation as *** was repeating herself and not allowing for me to provide any clarification. I repeatedly had to ask to let me speak and at that point she made it known she would not speak with me further as I was not Carols POA. I am **** for my father however who is the person who signed the $2k check when told there was an expectation of around 30 days. 

  
  

  My family and I have been attempting to secure assisted living for our parents who are on a fixed income. With various health issues, including memory, they needed this care and more notice should have been given for any stipulations in the deposit if it was a party they knew was not a part of the original conversation. It appears they are using deceitful tactics and the elderly along with their families are victim to it. 

  
  

  I had been checking my email daily but this is the first response I received in my inbox. For some reason all prior responses were received in a junk folder and it was only identified this last weekend after I sent the request for the case number. I do not agree with the resolution or the company response. Any further information on how to continue addressing this would be greatly appreciated. 

  
  

  We were only trying to take care of our parents whose health deteriorated very quickly. Thankfully, we have secured an assisted living and they are still in process of moving in, however their income is very limited, and the deposit was not pocket change. 

  
  

  Thank you for your partnership with this, 

  
  

  
  Regards,
  
  ****** ******