Complaints

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• Initial Complaint

  Date:12/06/2023

  Type:Billing 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.

  First of all, the care given at this facility is minimal at best. Constant staffing shortages/turnover and neglect of seniors living there is normal. The billing is atrocious and changes without notice. Our mom left there middle of month and we’re still fighting over getting our refund and the correct amount. We were informed the billing amounts changed in the summer but nothing was said until our refund was disputed. The account was paid and up to date then we’re told, “Oh, the rates went up in June.” It was never mentioned until November. Mom had been gone since early September and still no refund check at all that was promised to us by the manager. Corporate office is full of liars and thieves who want to hang unto others money as long as possible. They owe us over $1700. Charges should be brought against them. Their rating should be a “1” on their best day. My sister is also sending a report with billing documents to you about them.
  Here is her last response to them. They refuse to refund correct amount!!
  
  You took $3562.60 out of mom’s account 3 days after she was put in the hospital. The charges should be:
  $70.40 care
  $1,769.04 room
  Beauty nothing. Mom did not have her hair done in October. She would have had the appointment on October 12th but she was in the hospital. She was upset that she had to miss it since her hair was a mess. That would have been her first appointment for Oct.
  Correct total should be $1,839.44.
  $3562.60 charged minus $1,839.44 in expenses = $1723.16 refunded, not $1534.18.
  That is a difference of $188.98 if my math if correct. Steve, you can double check it.
  It might not seem like a lot of money to the corporate office but at this time we are not able to even order a tombstone for mom since we needed this money to move forward.
  If the check for $1723.16 has been sent, I will pick it up and then pick up the additional check. If not, I would appreciate the check for the correct amount of $1,723.16.
  If you have any questions I
  
  ****

  Business Response

  Date: 12/06/2023

  Thank you for making us aware of this complaint.  The numbers below should clear this up:

  $3,562.60 monthly rent deducted.

  - $1,798.56 Rent ($99.97/day x 17 Days)

  - $125.81 Care Fees ($12.58/day X 10 Days)

  - $128.87 Outstanding Balance from under payment in June

  $1,509.36 to be refunded (we calculated it wrong as a $1,534.18 refund and will honor the $1534.18 refund)

  If you have any additional questions, please contact us anytime.

  Customer Answer

  Date: 12/06/2023

  
  
  Complaint: 
  Mom only had her hair done on Thursday every two weeks for as long as she has been there. You show 4 times in August and 3 in September. I have the statements for June July and August and can send them to you in you need to see the actual statements.  June is correct below as well as July. However, our August statement shows 2 hair appointments which is correct, and your breakdown below which has $100 for 4 treatments is wrong. We are being over charged by $50 on that statement for salon. Our September statement shows 2 charges so your statement below with 3 is incorrect, which is an over charge of $25 for that month. This category is $75 too high and should be refunded. That is what caught my attention first since I was there every week, and mom knew that we could only afford to have her hair done every 2 weeks, which she really enjoyed, but it was never more than that.
  Care is $7.40 per day according to your chart. Care is only charged when she is there to be cared for. I did confirm this with ********* however that has always been the case when mom was out for weeks for rehab. Mom only had 10 days of care in October, which is $70.40 for care not $125.81 for a difference of $55.41.
  Room per day is $99.92 after discount.  For 17 days of room, 17 X $99.92 is $1769.04, not $1,824.45, which is a difference of $64.41.
  When we total the 3 categories, the total still due is $75, plus $55.41 plus $64.41 which is $194.82.
  
  You took $3562.60 out of mom’s account 3 days after she was put in the hospital. The charges should be:
  $70.40 care
  $1,769.04 room
  Beauty nothing
  Correct total should be $1,839.44. 
  
  $3562.60  charged minus $1,839.44 in expenses = $1723.16 refunded, not $1534.18.  
  
  
  I am rejecting this response:
  
  
  
  Sincerely,
  
  
   ****** *********