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:07/28/2023

  Type:Billing 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 95 yo mother, ***********************, was at Pond View Manor from June 15th - June 28th to allow me respite care. I am her financial and medical POA and she has resided with my husband and I for 2 years. She was originally going to stay there for 4 weeks but due to my dissatisfaction with the quality of care she received, I took her back home after only 2 weeks and requested a refund. I paid $12,400 in advance in case I decided to keep my mother there on a permanent basis. I received a partial refund of $3200 for respite care and in the letter with the check was informed the $6400 admission fee was non refundable. This works out to the astonishing amount of $914.29/day for the 14 days. The charge in the contract for respite care was $180/day and therefore my mother should have been charged $2500. The contract, administrator letter, refund check and conversations all indicate Mom was there for respite care. I am asking for a further refund of $10,280 and have hand-delivered a letter to the administrator, ************************* indicating this but have not received a response.

  Customer Answer

  Date: 09/13/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Pond View Manor Personal Care Home regarding complaint ID ********.
  
  Regards,
  
  *********************

  Business Response

  Date: 09/15/2023

  Sept. 7, 2023 
  Dear *** *****, 
  I am writing this in response to the letter you mailed me dated Aug. 18, 2023. It is in regards to a complaint from Sharon Ruiz. We have served our community for over 25 years and have provided a caring and family environment for our elderly residents. Our reputation with the state and the community has been excellent. It is with a heavy heart that I have to address this situation. 
  *** **** came to me distraught and needing a placement for her mother immediately. *** **** stated that she couldn't care for her mother and she, *** ****, wanted to go on a vacation with her husband. I followed the state required procedure to admit. I utilized the contract that was provided by the Dept. of Human Services as a template, which we have used for over 25 years. I reviewed the contract with *** ****, she signed, and her mother was admitted the next day. 
  In the short time her mother was with us, we noted that Rose was thriving in our home. She was stimulated by other residents and conversations, participated in activities, and was eating well. She stated that she enjoyed the residents and staff, had fun with us, and smiled often. She was also getting the attention and support she required and deserved. 
  *** **** wanted to continue to have an independent, lay person care for her mother three days a week, for a few hours each day. *** **** stated to me that she didn't want this person to "lose out on money". This additional care was not needed due to being placed in a state licensed personal care home. Nevertheless, this person came in to our home and spent time with Rose anyway. This person is not knowledgeable on the regulations that we must follow. And even to the best of my staff's, and my own, numerous explanations, this individual could not comprehend the reasoning behind some of the policies and procedures that we are mandated to follow. This person went to *** **** with complaints about issues she just didn't understand, or didn't even exist. Please understand, that as **** enjoyed her time in our home and thrived, the need for this individual was becoming shorter. Hence, this individual would no longer be needed to spend time playing on her phone while she was overseeing Rose. She would lose an easy job.