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:01/18/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Two transactions. $2000 on 12/26/2023 and another $5322 on 1/5/2024
  My husband did not receive the agreed upon care. Management has not sent information to my insurance company so that I can be reimbursed as they agreed to do. They won’t answer calls, texts, or emails.
  I should receive a refund for the entire amount paid them. My husband only actually inhabited the facility from late 12/29/2023 until early on 1/6/2024. While there he sustained numerous falls and had access to and did take another resident’s medication.

  Business Response

  Date: 02/12/2024

  i am writing in response to the above complaint. After asking several questions and doing some investigation, it was determined that the team at The Blake at Biloxi did attempt to file the long-term insurance for the resident. The team requested the family call the LTC company to give them permission to speak with them regarding details for the resident due to HIPPA restrictions. This was never done. The LTC did call the community to confirm the date of when the resident moved in but that was all they ever requested and never moved forward with additional paperwork.  The resident did have 2 falls as a result of a medical condition, we later learned he had, where his blood pressure drops quickly when he stands.  Our nurse had checked on the resident on both occasions shortly before the fall and documented he was good and resting.  We are still investigating the medication claim. The family did decide to immediately move out the resident even though we require a 30-day notice.  We did not hold her to a 30-day notice requiring her to pay to remaining part of the rent, however, we will not be refunding any money as we did provide meals, activities and care to this resident during his stay with us. The care of our residents is our top priority, and we make every effort to ensure their care plans are followed. 

  Business Response

  Date: 02/12/2024

  Additional information, we are issuing a refund in the amount of $2538 which is the remainder of rent that was paid to us for the month of January that the resident did not stay with us in the building. We did discount the room when the resident moved in in an effort to help them financially until their LTC insurance started. 

  Customer Answer

  Date: 02/13/2024

  I am accepting the partial refund but please note that their response was inaccurate and The Blake will be dishonest in their efforts to protect themselves rather than their residents 

  Hopefully my concerns will be addressed by the various regulatory agencies with whom I’ve filed additional complaints

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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