Complaints

This profile includes complaints for Carespring Healthcare Management, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Carespring Healthcare Management, LLC has 20 locations, listed below.

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  Carespring Healthcare Management, LLC

  390 Wards Corner Road Loveland, OH 45140-6969

• 

  Villaspring of Erlanger

  630 Viox Drive Erlanger, KY 41018

• 

  Chesterwood Senior Living of West Chester

  8073 Tylersville Rd West Chester, OH 45069

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  Boonespring of Boone County

  10250 US 42 Union, KY 41091

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  Heritagespring of West Chester

  7235 Heritagespring Drive West Chester, OH 45069

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:02/11/2024

  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 father had asked on Saturday February 10, 2024 to get out of bed and be put into his recliner. He was left in bed all day. He is totally unable to walk or get himself out of bed. They left him in bed all day. Today on Sunday February 12,2024 I came to visit and at 1 pm he was still in bed. He told me he asked to get out of bed at 10 am. I asked his aide if she knew he wanted to get out of bed and she informed me that she had asked twice for assistance. A nurse from upstairs talked to me and told me that he needed two people to help move him from now on and that they were short people and they had to give out lunch first 3 hrs he’s been waiting for someone to help him out of bed now. Right after the nurse talked to me and my father they had two people help him get out of bed and into his recliner
  I also told the nurse he did not get out of bed yesterday and she said they told her he did. I have it confirmed from two sources that is not true

  Business Response

  Date: 02/12/2024

  We have reviewed and escalated the concerns below to the Facility Administrator and our Compliance Officer.  An investigation will be conducted and a member of the Facility Leadership Team will reach out directly regarding these concerns.

  Business Response

  Date: 02/12/2024

  We have reviewed and escalated the concerns below to the Facility Administrator and our Compliance Officer.  An investigation will be conducted and a member of the Facility Leadership Team will reach out directly regarding these concerns.

  Customer Answer

  Date: 02/17/2024

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

• Initial Complaint

  Date:03/04/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  This nursing home business is reimbursed as advertised by ******** and ********. They continue to file fraudulent billing/claims documentation and retaliating to any patient or family’s concern as to these allegations. ******** patients by law are not to be approached for bills during services rendered. Additionally, he has asked for financial statements to speak with billing dept, nurse, administrator, or therapy Director to obtain this information and it has been withheld another violation of nursing home member rights under ORC. We have $0 liability confirmed repeatedly by his Insurances which is also his right under the hospital patient billing transparency act. The facility has repeatedly attempted to discharge him 3 times in direct conflict with skilled medical or safe return to home requirements. His insurance confirmed on numerous occasions that his benefits afford him 100 days per episode. The facility social worker has outright demanded $12000 from me his daughter at one point and Bryce the Nursing supervisor demanded my father pay them via ******* *** both during open ******** appeals a violation of both ******** and ******** as well as ORC Nursing home resident Rights. They have called police on me (daughter) for trespassing while sitting quietly with my dad at the facility 3/4 (my deceased grandfather’s birthday. The facility continues to harass intimidate insult and verbally abuse my father asking if he believes he’s in a hotel and calling him names when no one is there to defend him. In addition to the upsetting negligence reflected in the fall my father incurred, while he was left unattended in a bathroom with the emergency cord pulled for over three hours and injuries sustained bleeding bruises cuts unreported by staff.
  Additionally the continual challenges for a complex patient post hospitalization to keep receiving multiple wrong meds for which he’s gone to the ED twice. There is a police report on file to support the elder abuse sustained.

  Business Response

  Date: 03/07/2023

  We have received the BBB's notification of concerns.  We take any allegation very seriously and have launched a full investigation through our compliance office regarding this report, including reporting the allegations to the **** Department of Health.  We will assure that the complaining party receives needed follow up, however we will not discuss specific patient information publicly.  

  Customer Answer

  Date: 03/10/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  There is no plan to remediate their actions, nor address my request. 
  
  
  Regards,
  
  
  
  ***** ****
  
  

  Business Response

  Date: 06/23/2023

  Thank you for your response. 
  
   
  
  The consumer doesn’t want to follow protocol for how to collect medical records and has been advised on how to do this.  That is my challenge.  Below is a formal response.  Will it be uploaded to the site as well as sent to the complainant?  Thank you again for your assistance.
  
   
  
   
  
  “We are more than happy to oblige record and financial requests.  We have a standardized process for assuring that records get released to the correct individuals and ask that any requests be made at the facility level.  The concerns noted in this complaint have been fully investigated by our facility’s internal team, our Corporate Compliance Officer and finally by the **** Department of Health who unsubstantiated this exact complaint.  The account and complaint in question currently shows a zero balance.  In conjunction with the clinical collaboration, daily we work with patients and families on understanding their financial responsibility.  Often, patients and families have elected insurers and may not fully understand that these benefits have copays for care.  We spend considerable time and resources to help individuals understand their benefits.  We have no way of negotiating with insurers on the benefits offered to their customers.  This is between the customer and the insurance company.  It is our responsibility and right to collect any copays, coinsurances and other amounts not covered by health plans.”
  

  
  

  Business Response

  Date: 07/17/2023

  *****,
  We see that
  you feel our responses haven’t sufficed in addressing your complaints.  As well, we noted that your desired settlement
  was “contact by the business and detailed clinical & therapy notes logs
  and billing statements…”.  In an
  effort to assure we followed thru per your instruction , our Administrator and Medical
  Records Team Member contacted you by phone today.  It has been shared that you were not willing
  to have a discussion by phone and that you promptly hung up on them.  We are uncertain how to further assist at
  this time.  We will need to communicate
  with you directly to process your request for records.  We don’t feel continued communication thru
  the BBB is going to meet your needs. 
  Please feel free to contact Bill N****** at *********** directly if you’d
  like to resolve your request, ###-###-####.

  Customer Answer

  Date: 07/26/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The response from the facility is both insufficient and exceptionally delayed. 
  
  It lacks any sense of patient or procedural awareness which was also made apparent to us during the stay. The facility is run by money hungry individuals not healthcare associates.  They have ZERO empathny humility or comprehension of simple human concerns having presented us the same options that were requested in person 6+ months ago. Again and hence, this is not a resolution. 
  
  
  I would like to ensure this business and their poor behavior is made public and their exceptionally lacking effort to check a box from the BBB was the only time we've ever heard from them outside of their incorrect billing. I would never wish any family friends or public to suffer what my family has suffered with their two-faced false advertising and fake displays of concern. In closing-my complaint stands. Their "effort" if you want to call it that was not anything more than a random secretary asking for a form to be filled out which was already completed multiple times and at this stage is overwhelmingly too late and doesn't help with the initial purpose of this filing. They are just bad people. 
  
  In addition they are further seeking to collect funds on this refiling process which is funded through and entirely by way of medical administrative billing. (Via two forms of insurance) In addition to this they have incorrectly billed inspite of both of those two forms of insurance and are ensuring that the patient in question is not only unwell upon discharge (which is how they left things) but completely out of house and home.
  
  
  Regards,
  
  
  
  ***** ****
  
  

  Business Response

  Date: 07/27/2023

  The patient admitted to our facility January 24, 2023.  One invoice was sent February 14, 2023 to the patient.  Once additional insurance information was received, an additional invoice was sent to patient in March indicating ZERO balance due.  We document any efforts related to collections in our billing system and there have been no efforts documented by the facility or the billing office to collect any money from the customer.  We have conducted an internal investigation including staff interviews.  Nothing additional was uncovered.  His account has a ZERO balance.  All claims have been submitted to and paid by his insurers.  With written authorization from patient/family  we are happy to share these invoices with the BBB.  We are unclear why this continues to be a complaint. We have made direct contact with representatives of the BBB to discuss our rights in this circumstance.  Continued negative allegations by the patient's family are unwarranted.

  Business Response

  Date: 07/31/2023

  We received communication on 7/27/2023 from the BBB that this complaint was closed.  There does not appear to be any level of resolution that will appease the complainant.  We have no further response to the continued allegations.  

  Customer Answer

  Date: 07/31/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ***** ****