Complaints

This profile includes complaints for Amy's Eden Senior Care, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Amy's Eden Senior Care, LLC

  800 S Meadows Pkwy Ste 500 Reno, NV 89521-2976

  
• 

  Amy's Eden Senior Care, LLC

  2450 NW Highway M Clinton, MO 64735-9282

• 

  Amy's Eden Senior Care, LLC

  1204 Camballeria Drive Carson City, NV 89701

  

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:03/04/2025

  Type:Product 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 father was an occupant of an Assisted Home operated by Amys ***** We provided Amys **** with an occupancy deposit of $11,325 ($9525 for last month rent and $1800 for cleaning). On 8 Nov 2024, I notified Amys **** that my father had died, and that we would be terminating the occupancy agreement.On 15 Nov 2024, we informed Amys **** that all of my fathers possessions had been removed, and that we would like to do a walk-through with Amys **** to confirm condition of the room. Amys **** stated that a walk-through was unnecessary because the room had already been inspected and everything looked satisfactory. We asked if we needed to sign paperwork documenting condition of the room and were told no.Between 11 Dec 2024 and 17 Jan 2025, we made numerous inquiries regarding the status of the occupancy deposit. We received no response until 18 Jan 2025, when we received an email stating that Amys **** would not return the deposit because: (a) [l]eft behind is a thread mill [sic] verified as being left at the house and belonging to [fathers name]; and (b) the room is considered rented until all personal belongings are removed from the house that were brought in from or for the resident. No personal belongings were left at the house. We have evidence that Amys **** management was aware the treadmill belonged to one of its employeesnot our father. We have subsequently learned that Amys **** has a pattern and practice of manufacturing reasons for withholding client deposits. Amys **** failed to provide an itemized, written accounting of the disposition of the deposit within the 30-day period required under NRS 118A.242. In addition, the contracts stipulation that the $1800 cleaning deposit is non-refundable violates NRS 118A.242.4 (allowing only reasonable costs of cleaning the premises, as documented in the written accounting). Amys **** has not responded to Demand Letter delivered by Certified Mail on 18 Feb 2025.

  

  Business Response

  Date: 03/25/2025

  I hope this message finds you well.  The Complainer is attempting to quote Landlord and tenant law here.  We are not Landlords because this agreement includes both room rental AND assisted living services combined.  THIS IS NOT A TENANT LANDLORD AGREEMENT AND THEREFORE THIS IS NOT AN OCCUPANCY Deposit.  It is a non-refundable room refurbishment and fee covering 2 rooms of which damages for fixing holes from required black out curtains in addition to fixing broken blinds and a TV pulled off of the wall and fixed including multiple damages done from his wheel chair and ******.  We also had to paint, shampoo carpets of 2 rooms of which he occupied at different times during his stay at 2 different houses. This is what this small fee covers, including admin fees. Any costs above the deposit is to come out of their portion due, of which will be calculated very soon contractor is still to send the final invoice as it is also to be paid by client. The last month covers items found left in the house or room of which the agreement states is considered rented until all belongings are removed and we emailed them of this fact. We have exit forms that are incomplete and according to company policy needs to be completed.  Whoever they claimed to have asked, did not have the authority to make company decisions regarding a satisfactory room and upper management had no knowledge of it.  This would need to be done in writing of which we have no record.  A letter responding to their refund request was responded to and there seems to be a dispute as to items left at the house.  There was more than just a tred mill left behind, of which a staff member stated the ****** family gave it to them.  The complainer had been emailed to **************************** on January *******, responding to their claims.  Yet they are saying that they were not communicated with.  We do know that they paid the first and last month of which has been applied. Let this message stand as a second response to their demand letters.  we understand the difficulty of having lost loved ones and it is also sometimes difficult to accept what is in the signed agreement and to accept responses already given.

   

  We have turned this matter over to a third party payor for any further negotiations.  They will represent our company from this point forward and will reach out to them soon.  Any further correspondence of this matter will go to them for settlement until all parties are satisfied.

   

  Customer Answer

  Date: 04/01/2025

   
  Complaint: 23021653
  
  I am rejecting this response because:
  

  The statements made in the companys response are false and do not accurately reflect what occurred, nor the terms of the contract we signed. It has now been one week since the company provided its response (and nearly 5 months since all belongings were removed from the room), and we have yet to hear from the third party payor. Given the actions of this company, we have no confidence they will make a good faith effort to rectify the issue. Its disingenuous for the company to blame the problem on our failure to accept what is in the signed agreement. We know the terms of the agreement and Nevada laws. Therefore, we will pursue this matter in court.

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

• Initial Complaint

  Date:04/01/2024

  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.

  My aunt, ******************************* was a resident at ************* Senior Care at **********************************************, ** from July 2021 until she passed on Oct. 29, 2023. Their business office is located at ******************************************************************* in **** and their telephone is ************. We paid $10,300 for November and we paid $7,900 last month deposit in July of 2021. In addition, the $6,000 hospital bed was left at *************, and the manager indicated they would pay us $500, which we accepted. Since the contract requires a 30 day notice, we are looking for the refund of the $7,900 last month deposit and the $500 for a total of $8,400. ***'s **** told us our refund would be paid in 90 days after death. They will no longer answer our calls or return our messages. If you look up reviews on Yelp, you will see they are doing this with numerous families; not paying the very large refunds that are owed to families. They need to be shut down, but I would welcome any help collecting the money owed to us.

  

  Business Response

  Date: 04/29/2024

  Dear ***,

  In effort to pay you back,  we have turned the matter over to a third party.  We feel that when we get into a financial bind, it is better to attempt to resolve issues rather than shut down.  If we shut down, how would we pay you a refund?  If you continue to encourage our shut down, how would you receive a refund?  Hopefully, you would see our attempts to resolve this through a third party who will contact you shortly as a better alternative to a shut down.  Notice in all yelp reviews, there is no mention of poor care. In addition, your loved one received the best possible care available.  Therefore for others sakes who wish to have this awesome care option available, you might allow us to continue to peaceable try to resolve this issue in a manner that does not diminish our ability to provide this great type of care in the future. We apologize for your administrative experience and difficulties.  And you will very shortly be given the third party information for resolution.  Again we apologize for all of your inconvenience and appreciate any patience you may possess.

  Sincerely,

  *****

• Initial Complaint

  Date:04/01/2024

  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.

  see Attached document

  

  Business Response

  Date: 04/29/2024

  Dear ****, 

  It was a pleasure to meet yourself and your husband the other day.  In additional efforts to attempt to satisfy your concerns, your case has been sent to a third party for settlement of the issue and they will reach out to you shortly in efforts to attempt to resolve this issue as quickly as possible.  I wish you well and hope you are recovering from the sad loss of your sister. 

  Sincerely,

  Deena 

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21515060
  
  I am rejecting this response because:
  Who is the third party?  When will I be contacted.?  *****'s message tells me nothing.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/09/2024

   I apologize, please reach out to Corporate Turnaround at ************ as we are using them as the third party to come to a mutually beneficial situation for both parties.  They will handle all of our correspondence concerning your matter from this point on.  In effort to improve on our administrative portions of our business, we have learned from this situation to improve upon future business for future residents and their families as we have discovered costs are much higher than expected in order to provide the closest ******* care option available.  That is why your sister received superb care because we only have 2 residents and we are less than 1/3 of the cost of In-home care which would have been about $28,000 per month is the going rate for In-home Care companies.  Therefore, we actually charged too little for the next best thing.   Because of cost to provide this service is higher than expected, we realize that we have to raise our rates quite a bit and also include in our explanation of services, why we are not considered group care (where they can charge less because of the higher numbers of those of whom they care for with only one caregiver)  As  you saw, she received the best possible care available anywhere and I hope that our situation here is taken in light of our attempt at providing the best for the least amount, however, we just can't charge that low any longer in order to stay in business.  Thanks for your understanding and consideration here and we wish you the best moving forward.

• Initial Complaint

  Date:03/17/2024

  Type:Service or Repair 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.

  My mom entered Amy's Eden care home on 10/25/23. She passed away on 10/27/23. We paid $12,000, which included her first month's rent and a nonrefundable deposit. I immediately spoke with a representative to give 30 days' notice as was required by the lease agreement. I was told then that I would receive a refund within 90 days. I attempted to contact Amy's Eden at least 20 times from 10/28/24 until 1/19/24, when I was told they were having issues with their staff and apologized for not communicating with me. I was told in writing that I would receive a refund of $1750. After multiple attempts, I finally received word on 2/26/24 that a check had been mailed to my residence. On 3/2/24, I asked for confirmation that a check had been sent. As of 3/17/24, I haven't been able to speak with anyone from Amy's Eden and have not received a check as promised. Amy's Eden is unprofessional and dishonest. Losing my mother has been one of the most challenging experiences of my life, and I am disheartened to know that they are not honoring their promise to refund the money. My mom was there for less than two days before she passed, and they made $12,000.

  

  Business Response

  Date: 04/29/2024

  Dear Ms. *********, 

  All matters concerning refunds are being process through a third party and are out of our hands. This third party will be in communication with you shortly after you send us your agreement, and if you will kindly send it to ******************, he will pass along your information.  Likely, we did not have your current address and sent your refund to the wrong one. In addition, because of the age of this account, we will require your agreement in order to pass this along to the party who is responsible for handling this issue.  Therefore, we cannot do anything until you please send us your agreement so that we may begin to negotiate honoring it.

  I apologize for any inconvenience, however we do need the signed agreement in order to know how to help you.

  sincerely,

  Deena

  

  Business Response

  Date: 05/01/2024

  Dear *********,

  After investigating this a bit further, we found that the check that we sent was returned "undeliverable".  We did not have your address that is listed here in our email on file and we have also had a change in administrative management and therefore did not receive your attempts to contact our office.  We apologize for any inconvenience this has caused.  Because of the late date we will turn the matter over to a third party who will reach out to you for payment since this has come to our attention quite late, of your having not received your refund as we attempted a 2nd time to send it to you.  We though that this was resolved and learn here that is was not.

  Sincerely,

  Deena

   

  Customer Answer

  Date: 05/05/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* *********