Complaints

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

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• 

  Brookdale Senior Living - Headquarters

  111 Westwood Pl Ste 400 Brentwood, TN 37027-5057

• 

  Brookdale Santa Catalina

  2650 W Ina Rd Ofc Tucson, AZ 85741-4209

• 

  Brookdale Santa Catalina

  9050 E Tanque Verde Rd Ofc Tucson, AZ 85749-9577

• 

  Freedom Plaza Retirement Campus

  13373 N Plaza Del Rio Blvd Peoria, AZ 85381

• 

  Freedom Plaza Retirement Campus

  13714 N Plaza Del Rio Blvd Peoria, AZ 85381

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:12/04/2024

  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 was at Brookdale Senior Living in Franklin, **, and passed away October 18, 2024, and all personal belongings were removed from the unit on October 25, 2024. According to the Residency and Services Agreement, specifically Sections III.F and VII.A, charges should cease upon the removal of belongings and the vacating of the unit. Despite meeting all contractual requirements and after emails and phone calls, we were charged for the entire month of November ($3,555.00), and auto withdrawals are continuing as of December.I emailed **** at the facility and spoke to him by phone. He refuses to refund the money and has still not stopped the auto withdraw. He is no longer responding to emails.

  Business Response

  Date: 12/06/2024

  Mr. ******, our deepest condolences go out to your family for the loss of your mother, *****.

  I have read your dispute and reviewed the account, as well as the Residency Agreement. The portion of the Residency Agreement that pertains to the termination of the contract upon death is Article VII, Section A2. It indicates that a 30-day notice is required in the event of death, and belongings must be removed during that 30-day period, or the account will be charged until they are removed. ***** passed on 10/18/24; her belongings were removed shortly after that; therefore, the financial responsibility end date of the account is 11/17/24, which is 30 days after 10/18/24. I've confirmed that the billing was adjusted to bill the account through 11/17/24, which resulted in a refund that was issued on 11/22/24. I've attached the residency agreement and have highlighted the section that pertains to this scenario (page 7). Thank you.

  
  

  Customer Answer

  Date: 12/09/2024

  No refund was issued. Instead, the company credited the December bill. But ... my mom was gone by Oct 28. They're still billing me. No one at the company understands. It's just a credit back to the billing as auto withdraw was not stopped as I received a December invoice. 

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22638115
  
  I am rejecting this response because: No refund was issued. I'm still being billed by the company - see December invoice. My mom's items were removed Oct 28. They're still billing me.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 12/10/2024

  The December invoice was issued 11/14/24. The agreement ended 11/17/24, after the December invoice was issued. The final invoice was issued 11/20/24, after the December invoice, which reflects all transactions billed after 11/17/24 being reversed. That final invoice I attached the initial response to you so please feel free to view it. You didn't receive the refund because it was sent to the legal representative, as is required. 

• Initial Complaint

  Date:11/24/2024

  Type:Customer Service 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 am an individual and I was hired to come out and entertain their community for an afternoon on July 5th and they never paid me. I have attempted to collect payment from them multiple times on multiple occasions and no one seems interested in squaring up. This is a large senior living community i dont understand why they refuse to pay.

  Business Response

  Date: 11/27/2024

  Your request has been forwarded to our Accounts ************* to process payment for your services. We've been notified that they have been in contact with you and payment is in the process of getting issued. We apologize for the delay.

  Customer Answer

  Date: 11/29/2024

   
  Complaint: 22598628
  
  I am rejecting this response because:
  

  You still have not paid me. I will be adding interest to this payment now as it is now been 4 months and 6 days since i have attempted to collect payment for my services from you. I will be emailing an updated invoice. 

  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 12/03/2024

  We sent the payment via ***** tracking # 770291760125 on 11/7/24, which was delivered on 12/2/24 at 9:05am (per ***** website). They also included a picture on their website so please check to ensure they delivered it to your home. You may also want to report the package missing through the link below the picture "Report Missing Package."

• Initial Complaint

  Date:11/20/2024

  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.

  My dad, who has dementia, is a resident at Brookdale in the memory care unit. Brookdale informed me a few weeks ago that my dad had an altercation with another resident, so they called the police on him and and sent him to the emergency room at ****************. Condell called me and told me that they did not observed any **************** that Brookdale reported and after running tests, found nothing wrong, so they returned him to Brookdale. About a week later, Brookdale again called the police on my dad and had him taken to the emergency room apparently because he got angry at another resident for stealing his food. I spoke to Condell and although they did not observe or identify anything wrong with my dad, they had a psychiatrist evaluate my dad, at Brookdale's insistence. I spoke to the psychiatrist and he informed me that there were no issues with my dad and they again have not seen anything that appear to be violent tendencies, so they returned him to Brookdale. In order to help, I set up a time for my dad to see a neurologist and sought to get a psychiatrist to seem him regularly. Just this morning, I was called again by Brookdale by the nurse, ******, who informed me my dad was violent again and she was going to call the police. I asked to speak to dad on the phone, and after 5-10 minutes, everything was fine. In the meantime, ******** ***** and **** ******* ****** of Brookdale informed me that I needed to hire a 24 hour personal assistant for my dad on top of the $10K per month he was already paying, plus they wanted to increase the base price on top of that. I refused and asked for a copy of their profit and loss statement and for why they needed to increase the cost. They refused. And today, I got a call from Brookdale telling me that my dad will be involuntarily discharged in 30 days. They said that if we can't find a place in that time, they would find a place and send him there against his will and without our consent.

  Business Response

  Date: 11/27/2024

  We are sorry to hear that you are not satisfied with our community. We take the care of our residents very seriously, and their well-being remains a top priority. We understand that you have contacted our Resident Family Connection team, and our District Director of ***************** has spoken with you regarding this matter. If youd like to discuss this further, we encourage you to follow up with our divisional management team.

  Customer Answer

  Date: 11/28/2024

   
  Complaint: 22583849
  
  I am rejecting this response because Brookdale has been negligent in it's care of my dad causing him discomfort and agitation.  

  Negligence includes, but is not limited to:

  - Losing almost all of his clothes included essentially all his favorite clothes and personal items which he arrived with, leading to depression

  - Failing to provide and track his hearing aid, leading to his inability to communicate, a deterioration of his mental state due to isolation caused by the inability to hear and depression due to isolation

  - Failing to provide and track his dentures, leading to inability to eat food and pain from having to chew with his gums

  - Losing my dad's medication leading to shortages that they tried to force Guardian Pharmacy to charge my dad for. ***************** even called me to tell me that Brookdale admitted on the phone that they "lost it" and just to "charge the family".

  As is clear, all of the above acts of negligence have contributed to my dad's deterioted mental state and related agitation. 

  This is just a sample of the negligence casued by ******** *****, **** ******** ******, **** ****** and ***** ******, and others at Brookdale ****** Hills.

  I asked for resolution of the above items, and shockingly, **** ****** and ***** ****** then called me and informed me that they decided to kick my dad out, involuntarily and against his will and without our consent. They blamed his agitation, which is clearly caused by their own negligence.

  We requested documented evidence as to why this was happening and ******** *****, **** ******** ******, **** ****** and ***** ****** refused to provide any such evidence. 

  This is unacceptable behavior.  All four of ******** *****, **** ******** ******, **** ****** and ***** ****** should be required to account and resolve the above issues and issue an apology to my dad and to my family.  And they should not be kicking my dad out against his will. 

  As I've mentioned, we've paid almost $10K a month over 3 years. We will not pursue the return of these amounts if all 4 of them and Brookdale ****** Hills issue the apology in writing and retract their decision to kick my dad out.

  Sincerely,
  
  Hakung ****

  Business Response

  Date: 12/16/2024

  Below is the statement Brookdale intended to post as a response to the complaint, however, was unable to:

  Again, we are sorry to hear that you are not satisfied with our community. Given the nature of the concerns expressed in your latest response, we believe that it would be best for you to follow up with our divisional management team. 

  
  

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22583849
  
  I am rejecting this response because:

  - They have additionally been nonresponsive regarding connecting me to speak to my dad (I tried 9 times over 2 weeks and did not get a response)

  - They failed to properly track my dad's blood sugar when we moved him out, which was nearly 500 (i.e. a level so high it's considered a medical emergency) and failed to provide his insulin, which led to near hospital emergency but for the new facility being able to quickly acquire an emergency dose

  In short, Brookdale was negligent in providing proper medical care for my dad and failed to allow his family to communicate with him.

  In addition, Brookdale hired a 3rd party to look after my dad without my consent, who I understand intentionally agitated him and had to be escorted off the premises.  This in and of itself is also a direct result of Brookdale's negligence.

  This way below the standard of care required for the amount my dad has paid for the last 3 years, and my dad deserves a refund and apology. 

  Sincerely,
  
  Hakung ****

  Business Response

  Date: 01/06/2025

  Again, we are sorry to hear that you are not satisfied with our community. We are aware you have spoken with the Health and Wellness Director regarding your concerns. Given the nature of the concerns expressed in your latest response, we believe that it would be best for you to follow up with our divisional management team. 
  

• Initial Complaint

  Date:11/10/2024

  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.

  A employee by the name of **** in *******, ***** has posted unappropriate videos breaking HIPAA law showing a elder mans face. He is naked and he looks very uncomfortable being on camera. if need to be, I can email full videos. It is very unappropriate in uncomfortable to see.

  Business Response

  Date: 11/11/2024

  Jasmine/***, this morning we've received all five of your 5 notifications of this incident, which include this BBB complaint. We greatly appreciate you making us aware of this matter and will conduct an internal investigation. Thank you.

• Initial Complaint

  Date:10/31/2024

  Type:Order 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 signed a contract with Brookdale *********************, LLC on June 26, 2024. I paid $5242.60 to reside at Brookdale from Friday, June 28, 2024 to Wednesday, July 31, 2024. I paid an extra $441.74 to stay August 1, 2024 to August 3, 2024, I moved out of Brookdale Saturday, August 3, 2024. A $4000.00 Community Fee was waived because I only wanted to stay at Brookdale for one month and I did not want to join; and I would have to pay the fee prior to move-in. The contract is written for suite 213, I stayed in suite 212. I never stayed in suite 213. I was told room 213 stayed cold and they were working on the room. Brookdale keep telling me I owe them a community fee that they waived. I do not owe them anything. They mailed me a bill for over $3000.

  Business Response

  Date: 11/05/2024

  The $4000 Community Fee was charged in four installments of $1000. The agreement was to credit back any remaining installments at time of move out, which was $1000, bringing the total charged down to $3000. We have credited back the remaining $3000 of that charge, which has resulted in a credit balance of ($421.48) on your account. The refund has been requested and will take an estimated 7-10 days to be issued. It will be sent to you via ***** and the tracking number will be emailed to you when received. Thank you. 

• Initial Complaint

  Date:08/13/2024

  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.

  My father, *********************************, for who I have Power of Attorney, stayed at this Assisted Living Facility from 4/15/24-4/19/24. On 4/19/24 he was transferred to another Brookdale location due to an incident that occurred at the facility. I was told at that time by the Sales Manager ***************************** that all money would be transferred to the new location. This never happened and new payments were made to the new location. Then on 5/10/24 I was told by director of Brookdale Wekiva that the full $5016 would be reimbursed within 30 days. This also did not happen. Then on 7/19/24 a check was received via mail of $4141.15 with no explanation of the $874.85 difference. Since that time I have communicated with the corporate office over 13 times who eventually was able to have the local(Brookdale Wekiva) billing manager , *****. ***** called me on 7/30/24 and explained she and the director are new and the charges are for the 4 days my father was there. I explained the situation and that $875.85 does not calculate to 4 days at the proper rate. She stated that she will get assistance on the matter and call me the following week. She has never called me back and I have left 3 additional messages for a call back. I would like an explanation of the charges(billing). I have only received one bill of $71.90 for basic service for 4/20/24-4/30/24 which are dates that my father was not a resident at the facility.

  Business Response

  Date: 08/20/2024

  Our Area Director has reached out to you and clarified the discrepancies on the account. She has also sent you a detailed email with that same information as well as an account history report for your records. Thank you.

  Customer Answer

  Date: 08/20/2024

   
  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:07/11/2024

  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.

  Im writing this for my Dad hes not able to get this done. My mom was at Brookdale nursing home. On June 6th my dad gave them a months notice we would be removing her from the facility. By Saturday June 29th we were out of there. They are saying that my dad still owes them money because he didnt tell them on June 1st that we were leaving. But the thing is he told them on June the 6th and we were gone by the 29th so we were outta there in 3 weeks, so they got their 30 days. Plus the day we left I was talking to one of the workers and they said they had 5 open rooms the day we left. So its not like we were holding them up on getting another person moved in. I dont think my dad should have to pay anything else. ***** is who my dad has been talking to. Thank you

  Business Response

  Date: 07/18/2024

  Our District Director of Operations has left a message at the number provided. Please return his call to further discuss. Thank you.
  

  Customer Answer

  Date: 07/19/2024

  I have no msg on my email also no text from them or any voicemail from the company. Brookdale . Whats my next step?

  Business Response

  Date: 07/23/2024

  We are aware you have spoken with our District Director of Operations regarding credits for July. We encourage you to reach back out to him if you have any additional questions. Thank you.

• Initial Complaint

  Date:06/27/2024

  Type:Order 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.

  This company is an assisted living company that my parents had a short stay with. Due to poor care and horrible bookkeeping they moved out. After they moved out for three months they sent bill that had already been paid. I provided the company two different times the returned checkers and statements. On the third time I told them i would not be giving them anymore documentation. They then filed a collection against my socical security number for accounts that were already paid and closed. In their collections an bill they bill for time that parents no longer lived there.

  Business Response

  Date: 06/28/2024

  We reviewed your dispute from *********************** and it was determined the balance is valid. Per the Fair Debt Collections Practice Act, any further dispute would need to be made in writing with the third party collection agency. Thank you

• Initial Complaint

  Date:06/18/2024

  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.

  Brookdale ****************************************** Living has billed us for services that were being provided for at least 2 months.Care services for my family member were continually not being provided over an 18 month period. This was brought to the attention of the Executive Director, *****************************. Nothing was done to correct it, yet we were still being billed full price. Maintainence issues were not resolved in a timely manner, my mother was without heat and hot water for 3 weeks in the winter time.

  Business Response

  Date: 06/20/2024

  A Brookdale ******************* representative will be reaching out to you regarding your request.

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21869603
  
  I am rejecting this response because: The executive director of Brookdale ******* ******************** ***************************** called and spoke to my husband. He was once again, only concerned about himself. ********************** did  not even address the issue of us being billed for care services for my mother that was NOT being provided. Mr. ********** only concern was that my husband was mad and upset. ********************** allowed my mother to live in filthy unsanitary conditions off and on for over 18 months. ********************** allowed my mother to live without heat and hot water for over 3 weeks during the winter on separate occasions. He did nothing to help. 
  APS and our Madison County Umsbarmen were involved. APS turned this case over to the District Attorneys office. 
  We are not going to pay for the 2 full months of care services we are being billed for because it wasnt being done.

  Brookdale needs to cut the bill in half since the care that was provided was about half that time and half in quality.

  ********************** has no care or compassion or concern for my mother. She was treated inhumane and like she didnt matter. 
  

  Once the bill is corrected to reflect the time and care my mother DID receive, then we will pay the correct amount. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/24/2024

  The *************** Manager made several attempts to contact the responsible party to discuss the account, and was able to connect on 6/24/24. The community will be providing a copy of the invoice to the responsible party, showing there is a zero balance.

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21869603
  
  I am rejecting this response because: we have not seen this in writing or received a zero balance bill. Once the zero balance bill is received in writing, then we will accept Brookdales response and close out this case. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/27/2024

  An account history showing a zero balance was sent via e-mail. 

  Customer Answer

  Date: 06/27/2024

  We have received the zero balance statement. If another link can be sent to me, I will accept the businesss response and close the case. 

  Customer Answer

  Date: 07/03/2024

   
  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:06/14/2024

  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 Mother *********************** was a resident of Brookdale, *****, ** for over 5 years. During that time I complained numerous times about her care and paid them over $500,000.00 She was dirty and had a odor, Soiled clothing, sticky floors, threadbare furniture, dirty bathroom, soiled pullups in the shower and hanging on the drawer in the kitchenette, carpet covered in f**** because house keeping was off that day, and poor quality food.I complained to ******************* at **************. There was always an excuse and we needed to have a care conference. On 01/15/2024 I requested a copy of a Brookdale Policy. I was told I couldn't have a copy. However, ******************* would arrange for me to read the policy on ************ laptop. After reading the policy I was told we needed to talk about another issue. Mom was picking at her ostomy bag and Brookdale could no longer meet her care needs. Brookdale issued a 30 vacate notice to a resident that had been there over 5 years, who was 96 years old, and with hospice care. ********************* and ******************* said that hospice and Moms doctor had recommended the move. They both denied saying she needed to be moved. They also said I couldn't move her to another Brookdale Facility. I find it ironic that she received a vacate notice on the same day ******************* and ********************* said I couldn't have a copy of the policy. I did move Mom within the 30 days to another facility where she never picked at her ostomy bag and we never had a problem with the ostomy. Brookdale had a problem several times a week. Probably because they never checked it. I wrote the *** of Brookdale but never received a reply.

  Business Response

  Date: 06/24/2024

  Please see the attached response letter from Brookdale Salem. 

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21851800
  
  I am rejecting this response because: ********************* was talking about a fall that I didn't mention in the letter.  Mom had many falls at the facility.   I was talking about the total lack of care and the conditions of the facility.  According to the vacate letter Brookdale could no longer care for Moms needs.   They also said that Moms doctor and hospice requested additional care.   Both of them denied saying that.  By looking at the response from ***** the vacate letter was issued because of a fall and not because they couldn't take care of her needs.  I believe we were asked to leave because we pointed out our concerns about the staff, care, and facility.    

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/26/2024

  Brookdale Salem has conducted an internal review of Mr. ******* complaint and the community continues to assert that services provided to **************** were within the standard of care.

  Customer Answer

  Date: 07/09/2024

   
  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,
  
  ***********************