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:10/18/2023

  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 mother recently passed away in Spang Crest. My brother picked up her personal belongings. All we got returned was basically under garments and sleepwear. And some toiletries. We found that several of her nice outfits, sweaters and some expensive skin lotion" ******" which I most recently took into her. Some battery operated candles. ( We received one back that was broken) Were never returned. I think it is a good assumption that some of the employees are stealing from deceased residents. This warrants a thorough investigation.I don't want to hear any ******** excuses from the director .I want and desrerve answers.

  Customer Answer

  Date: 10/19/2023

  I am authorized as an executor to my mother's estate to file this complaint. Also, as one that has taken property in to her which has not been returned.And I want to pursue this complaint as it needs addressed. 

  Business Response

  Date: 11/02/2023

   November 2, 20023

  Dear *** *******, 

  Spang Crest Manor (also referred to as "Spang Crest" or "the Facility") received the attached letter from the Better Business Bureau (BBB) on October 20 2023 (see attached letter)  The letter referenced a complaint that the BBB had received from a family member of a former resident of the Facility   The complaint contains a statement from this family member (referred to as a "customer" in the letter), which alleges that personal belongings of their family member were stolen by staff of the Facility

  Spang Crest values its residents and their families   The Facility acknowledges the need to secure its residents' personal belongings  To ensure that resident personal property is handled appropriately, the Facility has a policy relative to how resident property should be handled 

  In the instant matter in accordance with Spang Crests Resident Personal Property Policy, an inventory was completed at the time that the resident was admitted to the Facility  At the time of the resident's discharge  the resident's power of attorney for legal and health care related issues (the POA was not the individual who filed the complaint with the BBB.  The POA was another child of the resident) requested that the Facility staff pack up the resident's belongings.  The staff of the Facility complied with this request and packed up the resident's personal belongings into eight packing boxes.  These boxes were picked up the resident's family.  

  Per Spang Crest's policy, the Facility investigates promptly all complaints relative to misappropriations or mistreatment of resident property.  Prior to the issuance of the attached letter  Spang Crest received no complaints regarding this resident's personal property.  In the time since the Facility received the letter from the BBB it has not found any evidence of impropriety relative to the Facility's handling of the resident's personal property, of any "missing" resident property, or the failure to return any of the resident's property to the POA. 

  Note that in this response Spang Crest Manor is refraining from using details that could be used to identify the resident in question pursuant to its obligations as a covered entity under HIPAA and due to the potential for publication of this letter out of respect for the resident in question

  Thank you for your anticipated courtesy and cooperation  If you have any further questions regarding this matter or require any additional information please reach out to me

  Sincerely

  Director of Clinical Services 

  Customer Answer

  Date: 11/13/2023

  Spang rest. You haven't heard from me because I still haven't heard from them. I've been patiently waiting. I'm going to post something on ******** looking for other family members that may have gone through the same issue.