Business Profile

Assisted Living Facilities

Brookdale Senior Living - Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
As an added convenience and an alternative to local outlets, Brookdale operates a 24/7 Resident Family Connection Hotline that can be reached at 1-877-400-5296 or [email protected]. Again, regardless of the source, comments and concerns are addressed through resolution.

Complaints

This profile includes complaints for Brookdale Senior Living - Headquarters's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

79 total complaints in the last 3 years.
18 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/26/2025
Type:Sales and Advertising 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.
I reached out to Brookdale approx 1 -1.5 yrs ago inquiring about assisted living services. I was no longer interested and I have called and spoke with them and asked to be taken off of their mailing list. I have also emailed and asked them to stop sending me correspondence mail for their company, but they continue to send mail.
Customer Answer
Date: 06/26/2025
Mailing Address:
105 Westwood Place, Suite 400, Brentwood, Tennessee 37027
Business Response
Date: 07/03/2025
We have confirmed with our marketing team that your information has been removed from our mailing lists. Thank you.
Customer Answer
Date: 07/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23514059, and find that this resolution is satisfactory to me.

Sincerely,

Kasey Lattier
Initial Complaint
Date:06/21/2025
Type:Product 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.
I keep getting mail for **** ****** sent to this address: **** ****** **************************************************** I have contacted Brookdale multiple times to no avail. Please stop sending mail to this address. **** ****** does not live here.
Business Response
Date: 06/26/2025
We apologize and have confirmed the information for the addressee has been updated, and you should no longer receive any correspondence.
Customer Answer
Date: 06/27/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23501286, and find that this resolution is satisfactory to me.

Sincerely,

Julia Edmunds
Initial Complaint
Date:05/27/2025
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, ***** ******, is a resident at Brookdale ************** He is 92 years old and moved into this facility in 2023 as they represented themselves as experts in the services needed by elderly citizens living independently. As of May 9, 2025 his HVAC (air conditioning) has not been working in his apartment (5315). I have been told by staff members that other apartment units in his building are also not working. It is often well over 80 degrees in his apartment which puts his health and life in danger. Repeated requests to have this repaired have been ignored as it is still not working. At one point they put a window unit air-conditioner in his bedroom that is literally being held in place by duct tape. It is woefully inadequate, and frankly, shocking even to see. This is certainly not the level of care we expected when we moved him into this facility, nor for the monthly premium we are paying. Repeated calls and requests regarding this matter have been basically ignored. I have repeatedly been told it would be fixed "tomorrow," but that never happens.
Business Response
Date: 05/28/2025
It has been communicated that there was a mix up with the work order quotes that caused the delay in the **** repairs. The ** unit will be replaced on or before Thursday, weather permitting.
Customer Answer
Date: 05/29/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and they finally got the problem repaired. It is very disappointing that it took me contacting the BBB and The ******************** Services for action to be taken. We never should have gotten to this point in the first place and I find the excuse that "communication fell through the cracks" to be woefully inadequate. These are elderly people, many, like my father, in their 90s and many with health issues. They depend on the staff of Brookdale to be better than this. It is also disappointing (and perhaps reflective of the culture) that neither **** ****** or ***** ***** saw fit to return my calls and at least offer an apology. If I had been in a leadership role with this company, that is the very FIRST thing I would have done. Nevertheless, for now, the problem has been resolved and for that I am grateful.

Sincerely,

****** ******
Initial Complaint
Date:05/02/2025
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.
After filing complaints to various, I have heard nothing, Too small a claim for lawyers apparently. 2 months rent were taken by Brookdale AFTER being given one month's notice at end of Feb 2024 ...(APR $4264.01 + May $4268.01= $8532.02). Brookdale Lisle had full rental payments and a 4000 fee from oct 2023 to Mar 31st ******* Spring '23 I collapsed, due to heart failure (birth defect). I was seriously sick and facing the end of my ******** coverage. I don't have family but my sister got a daughter involved, so I ended up at Brookdale, Lisle. I Improved, but my ****************** were an issue and my sister's children were not real helpful during covid... and my house was left damaged; my income was fragile. Brookdale was unlivable & expensive so I decided to go back tomy house.I had NO HELP dealing with remediation problems, damages, insurance issues, etc. I had to pay a brookdale vendor to have my things moved back and struggle to get a ***** & find contractors. I never had the paperwork for Brookdale, it was handled by my niece. Others had gaven 1 month's notice. I assumed the same, talked to the ********** end of Feb. - nothing was said about additional notice. I talked to staffabout a mover so they KNEW i was leaving. I moved in with my sister 2 hours from my house.After going thru records I find Brookdale sucked out 2 months rent AFTER leaving & 1 month's notice! I called "Chrsti" in their biz office a couple times and nothing (either 'sick' or out). No one indicated anything about more than 1 month's notice.The drive from my sister's was over 2 hours (gas$$). I needed to stop the cash burn.I'm a senior on fixed income. I paid rent in full from Oct. 2023 - Mar. 31, 2024 plus a nonrefundable ******************************** getting the 2 months rent they took unfairly. Brookdale is a FOR ************** with a vested interest in making money from seniors in difficult situations. I want a refund of april and may's rent ($8532).
Customer Answer
Date: 05/09/2025
I withdraw complaint after talking with *******.
Customer Answer
Date: 05/12/2025
complaint resolved
Initial Complaint
Date:04/09/2025
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 was a resident at Brookdale until he died at the end of February. Brookdale inappropriately withdrew $7091 from my moms account to pay for March. It took 45 days to get a refund check. They wrote the check to the estate of ****** ******. Now my 84 year old mom has to go through probate and establish an estate account to get back the money that never should have been taken. We want the check reissued to ***** ******. I feel that both the inappropriate withdrawal and this estate of check were done on purpose in hopes that the withdrawl wouldnt be noticed and now their hope is the check wont be cashed. Id like an investigation into if they are doing this on a regular basis in an attempt to rip people off.
Business Response
Date: 04/09/2025
We would like to express our condolences to you and your family on your loss. We understand your frustration and apologize for the inconvenience. The check was made payable correctly per our guidelines, however, our billing department has sent you an email with more information on reissuing the check. Please check your email. Thank you.
Customer Answer
Date: 04/09/2025

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,

**** ******
Initial Complaint
Date:04/01/2025
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.
I have completed the entertainment services on March 17th, 2025 Brookdale ************ at the location of ********************************************** requested by ******* ************* Resident Engagement Manager. However, the remaining balance has never been paid to me and Mr. ******* has stopped responding after I have completed requested services.I have contacted Mr. ************* several times made a request to pay off the remaining balance and have been told once that the request has been transferred to the general manager. Few invoice reminders have been sent by my finance manager, however, as of March 28th, an invoice for my completed services has not been paid.I am asking Brookdale ************ at ***************** to pay an invoice (remaining balance for services provided) in full.Brookdale ************ ********************************************* ************ ************************************************** by:******* ************* Resident Engagement Manager ************ **************************************** ********************************************************************* AND ****** ******* ** ***************************************** Additional details:Date of the initial contact by ******* ************* by email - 02/22/2025;Date of service deposit payment on the amount of $300.00- 02/25/2025;Date and time of the actual event for the requested service - 03/17/2025, 6pm ET;Total amount agreed for the services provided - $595.00 with a remaining balance must to be paid on the amount of $295.00;Ways to contact the Respondent - emails and text messages.I am asking you to step up and help me to recover the remaining balance for my services.Sincerely, **** *********.
Business Response
Date: 04/09/2025
Invoice number #**** was paid on 3/31/25, and Brookdale ************ received a payment receipt.
Initial Complaint
Date:03/17/2025
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 mother was a resident from April, 2024 until 1/27/25 when she passed away. From 11/27/24 - 12/27/24 she was hospitalized and not receiving personal care services from Brookdale. However, we were charged during that time. Brookdale acknowledges that they owe me over $2800 but refuse to make payment. I have called, emailed, written and contacted the administration with no resolution. I want the $2800 owning me now.
Business Response
Date: 03/20/2025
The refund is being issued today and will be sent via ***** overnight delivery for receipt on Friday March 21st. I'm providing the tracking number so you can access the ***** website for updates on the delivery status. FedEx tracking # **** 5296 4518. Thank you
Customer Answer
Date: 03/21/2025

Complaint: 23074877

I am rejecting this response. I received a check today from Brookdale, but it was $608 less than what they owe me. There was no explanation. See attached documents.

Sincerely,

******* ******
Business Response
Date: 03/31/2025
An email explanation was sent on 3/24/25. ******* ****** stated he considered this matter closed. Please see attached.
Business Response
Date: 03/31/2025
Explanation was emailed to ******* ****** on 3/24/25. He responded stating he considers this matter closed. Email attached.
Initial Complaint
Date:02/24/2025
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.
my wife was put out of the nursing homeand she disable and blind.. said she cant come back.
Business Response
Date: 02/27/2025
Mr. ******* please provide your wife's full name and the name of the Brookdale community she resided at. Thank you
Initial Complaint
Date:12/28/2024
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.
The building is infested with scabies. The management *****. Building is going downhill residence. Health and safety is at risk.
Business Response
Date: 12/30/2024
Please provide which Brookdale location this concern refers to so we may further review. Thank you.
Initial Complaint
Date:12/16/2024
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.
In June 2024, I transferred my mother from Brookdale's ************* Independent Living location in ****************************************'s Spring Shadows Assisted Living location. The ************* location sent me an invoice dated July 2, 2024 with a credit for unused services of $1605.09. (invoice number **********). The Spring Shadows Assisted Living location began to charge me the full rate without giving me any of the credit. The ************* location says they sent the credit to the Spring Shadows location. The Spring Shadows location refuses to honor the credit and shows me their accounting system that they say indicates that they don't owe me the credit. The accounting records are incomprehensible, and I don't see any credit to my bank account. Neither the book keepers, nor the general manager, at Spring Shadows, can explain their own accounting system, The Spring Shadows location says they cannot explain the discrepancy and referred me to a head office accounts receivable telephone number. I called the number, and they could not explain why I did not receive the credit either. I understand accounting, and this looks very suspicious, and I cannot get any answers from anyone at Brookdale locally or at their corporate office. They will not call me back. I believe that this accounting system should have an outside auditor look at the books because no one can explain this discrepancy, and no one is willing to do so. I do not want to start legal action, but I am on the verge of suing them in small claims court because they are ignoring me.
Business Response
Date: 12/16/2024
The credit balance indicated in your complaint as not being transferred from Brookdale *******************************************************, was transferred on 7/10/24. I've attached the account history report and have highlighted the balance transfer transactions. Please let me know if you have any other concerns. Thank you.
Business Response
Date: 12/27/2024
Additional attachments.

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Brookdale Senior Living - Headquarters is NOT a BBB Accredited Business.