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:04/14/2025

  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.

  **** *************** advertises on their website and services were explained to me as follows:"**** stands for Living Independence For the Elderly. **** programs in the State of ************ are a part of the Program of ****************** for the Elderly (PACE). The idea of the **** model of care is to help individuals live independently, while focusing on helping them stay in their own homes and communities for as long as possible by providing them with all-inclusive care." ************ is sold as a service to keep people out of nursing homes, however, it has left my sister without transportation for normal everyday needs, like going to the bank/grocery store/shopping. They say they only provide transportation for medical related services. My sister needs to see a specialist, they have one doctor *** controls everything and will not evaluate her for mental capability or evaluate her for her ability to live on her own without care over holidays and weekends, only emergency services which she is not capable of figuring out the answering service. She has gone without phone service and television for weeks at a time because her bills were not being paid and they told me "She is doing Great!" She hasn't called us for about three weeks now - her phone was out of order My sister is suffering and I am sure many other elderly people are in the same situation. Only taking care of medicines and Emergency Visits to the hospital is not enough to keep someone living well on their own. My sister cannot see - they say they provide vision care, she also can use physical therapy, she needs her toenails and fingernails cut! She calls me several times a day asking for help because **** does not provide the help she needs and will not take the necessary steps to move her to the next level of care outside of their system - seems to me to be a conflict of interest.

  Customer Answer

  Date: 04/15/2025

  ADDITIONAL INFORMATION:
  
   
  We experienced additional horrific experiences again this past weekend with LIFE NWPA.  My sister had to be admitted to the hospital Friday and again on Saturday over the weekend.  Friday evening no one from Life was available to check on my sister and make sure she took her meds and ate dinner.  The situation was then passed on to the Crisis hot line of a different organization.  They called her and called 911 again no one to see her personally, just a phone call.  She went through the ** where they found her sugar levels very high and that she was incoherent.  She spent the night at the **, thankfully, they found the issue of her mental status, she had a lump on her ***** and weeping sores on her head LIFE is supposed to assist with personal hygiene also.  They drained the puss out of her head and got her on antibiotics and released her from the hospital on Saturday when Life could provide transportation service they are not always available.  Life was to get her prescription and make sure she took it at 8:00 pm.  They did not show up.  My sister was for the first time able to express her self verabally since LIFE took over her case on Saturday.  My sister called 911 and got herself readmitted to the hospital so she could get her antibiotics as necessary.  Hospital made sure she got her medicine in the morning and at noon.  Life gave her a ride home, but my sister called me again Sunday evening at 9:00 PM and she did not sound well.  From what I could tell LIFE again did not show up to get her medicine or meals.  LIFE only has services Monday thru Friday 8am-5pm.  They are to help the elderly stay out of nursing homes by providing all necessary services. I am sure my sister is not the only one in this type of situation.  Elderly people need assistance every day, not just during business hours.  The services they provide during normal business hours are by evidence severely substandard. Something needs to be done to better care for the elderly and disabled in ***
  
   
  
  
  

  Customer Answer

  Date: 04/17/2025

  ADDITIONAL INFORMATION:

   

  My sister received a bill for $838.20 for previous ER visits due to no response or inadequate response from LIFE.

   

  Customer Answer

  Date: 04/23/2025

  Additional Information:
  
   
  
  They have determined that my sister is now incapable of making decisions on her own, yet they are leaving her on her own and left her on her own all weekend long (Friday through Sunday).  I am concerned not only about my sisters wellbeing but also about other people under their care umbrella being neglected over the weekends, in the evenings and the overnight hours.  Again, this service is sold as an option to keep elderly out of nursing homes.  That requires 24/7 care, not only during office hours.  They are not taking any proactive steps to fill the gaps.

  Business Response

  Date: 05/05/2025

  Please see the attached response from ******* PA regarding complaint #********

  Customer Answer

  Date: 05/07/2025

  ADDITIONAL INFORMATION:

   

  I went to visit my sister this weekend.  Normally prior to Life NWPA taking over her care, I would call my sister on Friday evening the night before I visit.  Then I would call her in the morning before I leave around 8:30 to get her up. She normally showers and dresses and is ready to go out for lunch and go to the bank then shopping.  It takes me three hours to drive there.  This past weekend, when I arrived, she was still in bed.  She was confused and kept asking what is happening.  I asked her if she wanted me to wait for her to get dressed so we can go out as usual.  She said no, so I said I would come back later.  The life nurse did come while I was there and gave her medicine, asked if she could do something for her, I spoke to her a while, she did nothing else but get my sisters signature for the visit.  I was surprised my sister can sign her name on a phone screen.  She signed very legibly considering. 
  
   
  
  A week or so ago, my sister mentioned that there was someone elses food in her refrigerator.  I called Life NWPA and spoke with ***** ****** and **** ****, both confirmed she was still getting Moms Kitchen meals delivered.  I asked then if someone goes into her refrigerator and cleans out the ones she does not eat and put the new ones in.  They didnt know exactly.
  
   
  
  As mentioned, they declared my sister incompetent without notifying me about a month ago, very secretive.  I asked for documentation so I could see about getting Guardianship and I never received anything, in fact, everything went quiet and her case worker suddenly got quiet and said she couldnt do anything.  I know something was being done behind my back.  Today a girl named Candy said that my sister has a rep ************ From what I know, they manager her money and only give her $58 a month.  She gets around $1000 a month.  I was paying her bills, not from her checking account, I was waiting to get POA or Guardianship to do it correctly.  I just now started watching the Guardianship videos on the PA website, Ive been asking for information, LIFE could have referred me there.  Evidently, I do not need POA to change her address on bills according to the video.   I worked the past six weeks straight 9 12 hours a day.  Saturday was the first day I had off and I went to visit.  Prior to that, her case worker was taking pictures of her bills, and I was paying them.
  
   
  
  Saturday my sister was lying in bed, hadnt eaten, in dirty clothes, with bug bites or sores all over her head, with cigarette burns on her blanket.  She was cold.  Her apartment was cold.  The door to her sun porch was not closed, it will not stay closed because apparently someone broke in and the deadbolt lock was no longer there.  Her apartment was tidy (**** told me once that my sister does not make messes), however, there is thick dust on everything, and her bathroom and floors need cleaned the normal 1/week cleaning.  They only do dishes now and then and maybe put something where it goes.  The apartment was filthy.  My sister could not tell me last time she was bathed.  She fell off a ladder trying to put curtains up over a week ago, so she was competent enough to wash her own curtains but not steady enough to hang them.  The curtains were still on the floor.  Her window is uncovered over her bed and needs plastic on it for insulation and the curtains hung back up.  H
  
   
  
  On my later visit I brought her food.  She devoured it like she hadnt eaten for days.  I then looked in her kitchen, yes as she said there was someone elses food in there!  There is only junk food and nothing that she normally eats.  Hormel meals, a big box of variety single serve snack chips, several boxes of ****** ****** varieties I am not used to seeing her eat.  She used to have bread, cheese/peanut butter crackers, and deserts from her Moms Kitchen meals that were very good.  She always had water, coffee, and iced tea available, but I did not see any.  She has lost over a lot of weight since they started taking care of her. None of her clothes fit.  I had her put new pajamas on and nothing fit her, she was getting upset, so I gave her an old, stained nightgown with holes (So sad).  I showed her some newer ones to wear that I had gotten her previously for when it gets warm out again.  There is nothing in her apartment that she eats normally.
  
   
  
  She called me at 4:45 AM this morning and again at 6:00 AM and she sounded normal, could hold a conversation and answer questions.  I called her again at 8:30 to see if she was still in a good state of mind and she was not, she took her medicine already.  A nurse was there, I asked my sister if she had breakfast, because they are supposed to make sure she eats in the morning because of her diabetes.  My sister asked the nurse if she ate because she could not remember.  I heard the nurse say, I dont know did you eat?  I have to go I have another appointment to get to.  So the morning nurse does not do what I was told they would do either.
  
   
  
  Two recent hospital stays showed my sister had an infection in her spinal cord fluid and the second time it was in her head.  Her behavior could be a result of the infection.  She admitted herself back into the hospital for the second one because LIFE **** did not get the antibiotics she needed.  At that point of time, she told me that she never wanted to go back to that state of mind that she did not want to live that way.  I want to get her properly taken care of and living in a clean apartment that she can easily maneuver in and be a real person again.
  
   
  
  I want her to be admitted to ******************* so they can get her medicines right then discharged to an apartment that is not disgusting with electrical violations and filth and with possibly toxic black mold (I want her apartment tested for black mold).  There are asbestos tiles in the ceiling and possibly asbestos in her laminate flooring (it is old).  Her apartment is not safe to live in.  If she is deemed not capable and needs more care, then assisted living.  I do not think she is nursing home material at this point, but after she is in her right state of mind, Id like her to be properly evaluated by ****** CCC or possibly be a candidate for the assistance she was getting prior to LIFE NWPA.
  
   
  
  A conversation with Candy and ******** this morning and previous conversations with **** included comments like well the insurance doesnt cover that and we cannot do that.  Again, LIFE **** does not provide the services they advertise.  They obviously were given my complaints about transportation because they said she doesnt need that any more because they  order food at the day care center off the internet for her, there is no need for her to go to the bank because she now has a rep ****** and there is no need for her to go shopping for clothes (though all of her clothes are falling off her) so now she is limited to only her apartment and day care.  Plus they have her on drugs so she cannot do anything.  This is not my sister.  This is not her base line.  They have created this situation to fit their business needs so they do not loose her funds. 
  
   
  
  I am not only advocating for my sister but all elderly people in ** that could end up in a similar situation.
  
   
  
  Life has some very positive sound employees that make things sound like everything is great over the phone when in deed it is not okay or even acceptable.
  
   
  
  

  Business Response

  Date: 05/09/2025

  Ms. ******, 

  
  One *********** (OSC) has received the above referenced complaint and we appreciate the opportunity to respond. Due to HIPAA restrictions, we cannot share any individualized information in response to complaints, but we can provide general information regarding the services provided by *** and respond directly to concerned individuals to address their needs. 
  

   

  OSC is a PACE (Program of ****************** for the Elderly) provider focused on serving seniors in rural communities so that they can remain independent in their homes. **** providers operate a unique care model that is funded by both ******** and ********, and therefore are closely regulated by the federal and state governments. Specifically, *** operates under a three-way contract with the ********************************************, Centers for ******** & ***************** ("***") and the ***************************************** ("***"). The scope of services OSC is required to provide, and limitations on the scope of services OSC is permitted to provide, are dictated by this contract and other CMS and *** regulations. 
  

   

  We have identified the following areas of concern within the complaint that we will address: transportation; specialty medical care; weekend/holiday home care; and phone/TV service disruption. 
  

   

  Transportation:
  Transportation for personal errands is not a service required or provided by PACE. If a participant has a specific need, the service can be requested and processed through the Service Determination Request process. 

   

  Specialty ************
  OSC does provide specialty medical care to participants, including vision, physical therapy, podiatry, and mental health services, among other services. All specialty medical care is coordinated by a participant's primary care provider and ********************** Team, which includes the primary care provider, nurses, social workers, and other clinical and non-clinical care providers. Participants and their representatives can also request specialty care through the Service Determination Request process. *** and *** requirements mandate that all specialty care be coordinated through this IDT. 

   

  Weekend/Holiday ***************************** is provided as assessed and care planned by the *** based on the participant's current needs level. Participants and/or their families can request a change in current home care services through the Service Determination Request process. 
  

   

  Phone & TV Service Disruptions: 
  When OSC becomes aware that a participant does not have access to telephone service, OSC works with the participant or his or her representative to ensure telephone access and connectivity. 
  One *********** provides services to seniors in order to keep them safe, healthy, connected to their community, and at home. We are honored to serve our participants and provide them with the highest quality care. Whenever we are notified of concerns, in addition to any other responses such as this one, we follow PACE mandated guidelines to process the complaints made as either Grievances or Service Determination Requests. 
  

   

  If you have any questions or concerns, please contact ******** *******, Chief Compliance Officer at ******************************************************************. 
  

   

  Sincerely, 
  

  ******** *******, 
  Chief Compliance Officer 
  

  
  

  Customer Answer

  Date: 06/17/2025

  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, details of the offer I reviewed appear below.

  I would like to add these comments to my previously closed complaint (I do not wish a response from LIFE NWPA). 
  
  Although LIFE made many improvements since I complained, they still have many shortcomings.
   
  On Monday, June 9, 2025 at 8:46 AM, I received a phone call from my sisters case worker from *** (not LIFE NWPA) stating that my sister was found on the floor, having trouble breathing, her coloring was blue and her extremities were darkening to black and that an ambulance was being called to bring her to the hospital.  According to LIFE, they had last checked on her at 4:00 PM on Sunday, June 8, 2025.  When they visit they are to provide medications and make her a meal and sees that she eats it.  (I asked if they check her sugar because she is a diabetic, but they did not). Upon arrival at the hospital, they indicated that she was intubated because she was not breathing well, her sugar was very low, her blood pressure was very low and her kidneys were shutting down.  I asked it this could have happened over night and they said that her condition is a result of more than 24-hours of not being cared for properly, that this occurred longer term.  She was placed on DNR with end of life comfort care per the recommendation of the Physicians Assistant at the hospital, that she only had a few hours to live and that I would not make it there in time to see her alive.  I then got a call from CORE an organ donor organization and began that process.  As they were preserving her body for organ harvesting, she woke up.  She is out of ICU as of Friday, June 13, 2025 and will be going to a nursing home for rehab.  Today, while working with the hospital social worker to place her for re-hab (she is very weak), I was informed that LIFE told them that they were going to drop her from their insurance plan.  I have not heard from them since this incident occurred.  ************** normally covers rehab.
   
  Per their responses to my complaints dated May 5, 2025, please read my complaints from the beginning.  They did not have these means of providing rides and specialist doctors appointment by the so called Service Determination Request process prior to my complaining.  I was told they did not provide these services.  The response on the medical providers, LIFE provided my sisters *** services and did not follow up as needed with specialists to keep her healthy and safe.  I was told over and over, that they did not provide these services, until now that I complained.
   
  I want to warn everyone out there, LIFE NWPA is not to be trusted.  Being three hours away in another state, I relied on LIFE **** to care for my sister. LIFE **** makes it sound on the phone that everything is great when it is not (Specifically in **********, **).  Failure to provide proper care for my sister just put her through a near death experience.  LIFE changed up her medicines to fit their needs rather than for the betterment of my sister. LIFE **** caused this to happen and now she may spend the rest of her life in a nursing home.  If you want your loved one to stay out of a nursing home do not rely on LIFE NWPA. 
   
  That is my latest experience with LIFE NWPA, it has been a total nightmare.
  
  PS - They changed their phone service, and it is impossible to get a hold of anyone accept the operator (at a different location) and you cannot leave voice mails.  Patients are supposed to call this number for help well, it would be very difficult for a disabled patient making it through that system and get help.  Emails are only one way; they ask you for information but provide nothing or even bother to respond to my questions never in writing.    
   
  I do not expect any response from LIFE NWPA on this last portion of my complaint.
  
  Im exhausted and very disappointed.  Hopefully, they learned something in this process.  I do know I enlightened them of their many shortcomings and informed the public on what to look out for. 
  
  Thank you for all you have done to help.
  
  Kind regards,

  ***** *******