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:06/09/2024
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 father, an insulin dependent diabetic was in memory care at Brookdale in ************, *********. Due to numerous falls, his primary care doctor recommended he go into hospice to have more eyes on him. She emphasized he was not dying. Once in hospice the hospice doctor became the supervising doctor. May 8, Brookdale began giving my dad a high sugar Ensure three times a day, feeling he was not eating enough. My dads blood sugar immediately soared and my dad began to disintegrate before my eyes. He grew extremely weak and sluggish; his speech was slurred or absent; he was in pain and had profuse diarrhea. And he had trouble seeing. Although his blood glucose was checked daily NO ONE contacted the hospice doctor and my dad died 16 days later. I called the hospice doctor when I found out about my dads 350 and 490 levels of blood glucose. But by then it was too late and dad died 16 days after the introduction of the drink on May 23. Although he was 98, longevity runs in his family and he was still loving, gentle kind and interested in my life and projects before this happened.
Business Response
Date: 06/11/2024
A representative of Brookdale ************ will be in contact to discuss your concerns.
Customer Answer
Date: 06/12/2024
*******,
So far a representative from Brookdale ************ has not contacted me. What a pathetic response from them. If I do not hear back from them in that ten day window I will recontact BBB.
**********************************;
Customer Answer
Date: 06/12/2024
*******,
Im concerned if I accept the response that Brookdale will contact me, that they actually wont contact me and then you close the case because I accepted that option. Then what? Please advise.
**********************************;
Customer Answer
Date: 06/12/2024

Complaint: 21824136

I am rejecting this response because: I wrote the executive director, ***********************, of Brookdale about my grievance first and before the BBB. -not one, but three letters. When I did not get a response I wrote and asked if he had received them. He wrote back and said, he had but had not finished reading them but would. Then he put LOL. This is not an LOL matter. Then I followed up and said to ************ to consider my email a formal notice of grievance following the protocol for solving grievances for Brookdale. **** contacted me several days later by phone and blamed everything that happened on ******** (Hospice) and told me I should go after them. I have no quarrel with Amedysis .
**** made some comments about policy changes but nothing verifiable. I want valid, reliable policy changes I can see in writing and I want to know staff is being instructed to prevent the tragedy that befell my father from ever happening again. I want an apology and *************** fired. Im presuming a Brookdale representative reaching out will be on the same trajectory as before. Words mean nothing unless followed by action.

Sincerely,

***************************************
Business Response
Date: 06/17/2024
Representatives with our district management team reached out to address your concerns.
Customer Answer
Date: 06/17/2024

Complaint: 21824136

I am rejecting this response because:
I do not agree with the opinions of those who reached out to me.

Sincerely,

***************************************
Business Response
Date: 06/18/2024
A investigation was completed and our district representatives reached out to discuss. The call ended with no further questions.
Customer Answer
Date: 06/18/2024
I had no questions because I was present during the period of time in which Brookdales incompetence triggered my fathers precipitous decline and death-16 days. I documented everything. The conversation ended with my saying to the representative that I hold Brookdale responsible for the death of my father. They felt Brookdale did nothing wrong. My family and I disagree.

Customer Answer
Date: 06/18/2024
I had no questions because I was present during the period of time in which Brookdales incompetence triggered my fathers precipitous decline and death-16 days. I documented everything. The conversation ended with my saying to the representative that I hold Brookdale responsible for the death of my father. They felt Brookdale did nothing wrong. My family and I disagree.
Initial Complaint
Date:05/08/2024
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.
On 09/26/23, I emailed Brookdale -Tomorrow will be third day of 90 degree heat. My parents do not have a central air and havent for the entire summer. They have a floor unit which only serves the living room as their bedroom is registered at 86 tonight. My parent make shift cardboard box window is falling out of the window. I read that Brookdale offered clean filtered air however this is not the case for my parents and my father has pneumonia two times this summer. The unit was so hot it melted my mothers medications. Please see attachments. I do not agree paying full rent as this has been an ongoing issue. On 04/27/24 my mother reported you had approached her on the elevator regarding moving to a different apartment and you wanted to show her some of the available units based on the repair of the air conditioning in their unit. I ask you as her daughter and POA please do not approach my 92-year-old mother without me when discussing stressful matters as the information she received during her encounter with you resulted in increased anxiety and unnecessary worry. My concern is the air conditioning was broken since the time my parents arrived in the apartment on 03/10/23. If you have the knowledge that the apartment had these issues, why in good conscience would you rent this unit to anyone?Brookdale ********* emailed me stating they got approval for a $250/mth/person retention discount to be applied to ********* and *************************** accounts back dating to 01/01/2024. This is in consideration for the heating and air conditioning frustrations they endured and to offset a good portion of the 2024 rate increase. I pay over ********* per month. The air conditioning and heating has been an ongoing issue as per my attached email dated 09/06/24. I would like my parents to be compensated from this date not from 01/01/24.
Business Response
Date: 05/09/2024
We are aware the community management team has been in contact with you and the residents regarding options, and will be reaching out to you again in regards to your request for credits. Thank you.
Initial Complaint
Date:04/29/2024
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 Mom moved into Brookdale ************* into assisted living per the assessment of their nurse and her doctors. She was there 2 days and then they said my Mom wandered outside suicidal. After asking about cameras, which we're told "there are no cameras" in a place with ****** care, then I was told she was "escorted out by a caregiver" and "would not come back in" different from before. She was put into a locked unit and neglected for two days. I believe Brookdale Tramway is operating on a bait and switch type admission process where their nurses approve a level of care at a certain rate and then move residents to a higher level of care without family approval knowing once they are put into a higher level of care the resident has no choice but to afford the new level of care at a much higher rate?Of note is that I noticed that room 211, had also been occupied and vacated during the same week and THAT individual's name (******) is now on a room on the 3rd floor. Was this person also inaccurately assessed for placement in AL and had to be moved to memory care putting them at risk as was done to my Mom?We paid $4433 for 30 days and occupied room 210 for 3 days and 306 for 2 days. We have heard NOTHING from anyone with Brookdale. We have had to find a new residence for my Mom after emptying her savings to move into Brookdale and getting nothing back, not even an apology. I believe Brookdale ************* is operating in a fraudulent manner by having their nurse assess residents for placement that is affordable and then residents are deemed as not appropriate for some reason and moved, prior to notifying the family or residents physician, to a. higher, more costly level of care. I also believe once we told **** we could not manage the $5400 for the 3rd floor the facility left my Mom in room 306 without any attention as evidenced by my Moms surroundings when I visited and her appearance and state of mind when I picked her up from the facility. Please see timeline.
Business Response
Date: 05/09/2024
The District Director has communicated with you that Brookdale will credit back all charges after 4/14/24. When the adjustments are posted our system will generate an invoice that will be systemically mailed out. Those adjustments will result in a credit balance of $1069.12, which will be refunded to the following address as soon as possible. If the address has changed please respond with the updated address. Thank you.
*********************
C/O *************************
************************
*********************
Initial Complaint
Date:04/25/2024
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.
June 1, 2023 to current.Brookdale is the largest and most profitable senior care company in the ***After many incidents, some involving injury, I feel their services do NOT meet the agreed to contracted care they claimed to provide. Yet, they still claim that my elderly mother needs even more care. From what I can tell, their business model is to either financially break a resident or price them right out of their home, only to open a room for the next unwitting family of a senior to move right in and start the same cycle again. The staff is in constant turnover and always lacking in the number of people needed to provide the needed care of so many elderly people all living in the same facility. They claim they respond to all call from residents in 15 minutes or less, my mother has fallen multiple times since she moved in and waited over an hour numerous times for anyone to respond to the call. She has been injured and transported to a local hospital four times in the 10 months she has been there with no concern for her well being shown any Brookdale management or staff. The $6800 + per month that's charged is very out of line for the care being provided.
Business Response
Date: 04/26/2024
We are aware a meeting has been scheduled with our District Director of ******** Services to discuss care needs and costs.
Initial Complaint
Date:04/02/2024
Type:Delivery 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.
Beginning 7/25/23 until 11/13/23, medication for my father was ordered 9 times when it should have been ordered approximately once every 2 months. Brookdale claims they never ordered that many, yet Omnicare has proof of delivery for each one. In asking Brookdale about the deliveries, they claim those people that signed for it don't work there. Omnicare has attempted to contact Brookdale and they will not return their calls. Omnicare calls me 1-2 times/week about the overdue payment for a medication that my father didn't receive. I finally moved my father out of this facility and I want them to pay for these missing meds before it goes to collections.
Business Response
Date: 04/03/2024
Thank you for speaking with our area director regarding this concern.
Customer Answer
Date: 04/10/2024

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:03/29/2024
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.
Illegal Discharge of my uncle. Please see prior review that was posted for full details.
Business Response
Date: 04/05/2024
A representative of Brookdale ********** will be in contact to discuss your concerns.
Initial Complaint
Date:02/22/2024
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.
My husband has been in a Brookdale facility in ******* ** although thier are ombudsman to reach out to no one at this facility has concerned themselves with the fact his rights as a human being have been violated over and over. This mans sons had a invalid guardianship in place and financially exploited him over and over while Brookdale stood by the in aid guardianship and although my husband asked for help they turned a blind eye and even helped facilitate the abuse. Calling him names and degrading him in front of other residents it's a crying shame that Brookdale hires such abudi e administrators. They are rude and condescending. Something should be done to protect those in their care.
Business Response
Date: 02/27/2024
We have received confidential information from the district director of operations and this submitter has provided erroneous information in this report. The residents guardians are actively involved in the care and well-being of the resident. We are unable to further discuss matters regarding the resident with the submitter, and the submitter would need to follow up with the guardians for additional information.
Initial Complaint
Date:01/18/2024
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.
This is a general nonmonetary complaint concerning Brooksdales aggressive marketing and violation of privacy. Brookdale is sending advertisements to me at my sons address. I have never given them my sons address. We inquired about them in ***** in 2017 for my father who is now deceased. They continue aggressively marketing and sending materials addressed to me at my relatives address.
Business Response
Date: 01/18/2024
We have asked our sales and marketing department to remove your address from our mailing lists. Thank you
Customer Answer
Date: 01/18/2024

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:01/02/2024
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 a resident in Brookdale Senior Living Stonebridge in ********* **********. She passed away on September 16th and I had moved her out of the living facility on September 18th. I am due a refund for the rest of the month. I have contacted them multiple times and they don't return my call to tell my why it isn't refunded. When I call them they say they contacted the home office but I have yet to receive any refund. Her name was *******************.
Business Response
Date: 01/11/2024
We've been notified that the ******** caseworker has reached out to you and explained the amount due to Brookdale is valid. Any other questions or concerns you have should be directed to the caseworker. Thank you
Business Response
Date: 01/11/2024
Please change the Brookdale Senior Living contact from ***************************** to Family Connection. Thank you
Initial Complaint
Date:12/11/2023
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 assisted living facility ********** in Monroe, Is where my grandma ******* lives there. She has no working furnace in her cottage and only has a small gas heater. She is 100 and needs the heat. We have repeatedly asked to have this fixed. There are outlets in the cottage that don't work. We have continually asked for help. We need help from you. Thank you
Business Response
Date: 12/20/2023
On 12/12/23, a furnace technician tested the furnace output and confirmed it was working properly. If issues are experienced again, please reach out to the Executive Director. Thank you

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