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:06/05/2024

  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.

  I was admitted after a hospital stay for therapy/rehab to help with wheelchair transfers etc to return home. I’m an ALS patient and have very specific needs which was explained in detail to the facility prior to going. I was assured I would this would not be a problem. Therapy did very little in the way of what I needed to work on. Medication was not given on time, sometimes not at all, meals were forgotten to be brought in and aides did very little to help with toileting, cleaning and had very little training on using the lift that moved me from bed to wheelchair. The other residents weren’t getting their call lights answered in a timely manner or with a hateful attitude by staff. Upsetting to to know people live there full time.

  Business Response

  Date: 06/27/2024

   

   

  Villaspring of Erlanger is responding to a request for investigation by a past customer.  The facility and its leadership have completed a full investigation which included, per our policy, a report to the ******** Office of Inspector General surrounding any allegation of neglect.  Our investigation found that the complainant received therapy services from both our physical and occupational therapy teams daily with the exclusion Sunday and her final day at our location.  Complainant also was seen by our in-house nurse practitioner multiple times during her 5 day stay with documentation supporting each visit.  The facility has a quality assurance system in place for monitoring call light response performance.  This system was functioning properly during her stay.  Per the complainant request to be contacted by the business, the facility administrator has reached out and left multiple messages at the phone number on record with no return response.  The facility leadership team would love to speak to the complainant and directly work thru any concerns. 
  
   
  
  Villaspring of Erlanger has a 5 star rating from The Center for Medicare Services and as well has received the ******** Association of Health Care Facilities “Best of ********” Quality Award.