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 has 721 locations, listed below.

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• 

  Brookdale Senior Living - Headquarters

  111 Westwood Pl Ste 400 Brentwood, TN 37027-5057

• 

  Brookdale Santa Catalina

  8468 E Speedway Blvd Ofc Tucson, AZ 85710-3351

• 

  Brookdale Santa Catalina

  10175 N Oracle Rd Ofc Tucson, AZ 85704-7647

• 

  Brookdale Hampton Cove

  6379 Hwy. 431 S. Owens Cross Roads, AL 35763

• 

  Brookdale Jones Farm

  2815 Carl T Jones Drive SE Huntsville, AL 35802-1258

  

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:11/17/2023

  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 am POA for my aunt. She was living at Brookdale ********. Her belongings were moved out of the room on 11/3/23. The room was empty on 11/24. I had an automatic withdrawal set up for her that was taken out of her bank account on the first of every month for about the last 5 years. The current administrator, ***********************, will not return my calls or emails regarding a refund for the remaining days of November. We need to pay for her new upgraded care at a different nursing home. The monthly withdrawal is nearly seven thousand dollars.

  Business Response

  Date: 11/20/2023

  A refund was requested on 11/17/23 and will go out in today's mail to your address listed on this complaint. 

  Customer Answer

  Date: 11/30/2023

  I couldn't open the request to see if the dispute was resolved. However, it wasn't resolved because my cmplait involved this facility's administrator not answering emails or phone calls. I reached the corporate office who did address the issue but not Brookdale ********.

• Initial Complaint

  Date:11/09/2023

  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.

  My Father was a patient at Brookdale ***************** Rehab. They had just recently transferred him to the 3rd floor and then there was a Covid outbreak on the 3rd floor. There was no mention of providing patients who did not have Covid with the Covid vaccine. My father got ***** on September 21st. He had a high fever and was throwing up during the middle of the night. There was no mention from the on-call doctor or nursing staff to transport him to the Hospital. Instead, he was given medication. My father had a permanent feeding tube and weak immune system. In the past they transported him to the hospital due to a mild pneumonia, but no effort was made to transport him to the hospital with a high fever and vomiting. My father passed away on September 22nd at around 5:20am. I believe he should have been transported to the hospital and the doctor and on-call nurse did not act appropriately but rather ignored the signs and I would like the rehab center to adjust the current bill of $14,443.87 to reflect a zero balance..

  Business Response

  Date: 11/17/2023

  We take your comments seriously, and the executive director has left you a message to discuss your concerns and balance on the account. Thank you.

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20848895
  
  I am rejecting this response because I returned the call from the executive director on 11/20/23 and have not received a response.  

  My 87-year-old Father with a feeding tube should have been rushed to the hospital when he started throwing up as this was a sign that something else was wrong with him.  Clearly, Brookdale should have known what to do as they sent him to the hospital when he had a mild pneumonia and should have done it this time when he was throwing up. 

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

  Business Response

  Date: 12/07/2023

  Multiple attempts have been made to contact you and messages have been left. Please return the call of our representative that left the messages at your earliest convenience. Thank you.

  Customer Answer

  Date: 12/08/2023

  I received a call on 11/17 from ********************* which I returned on 11/20/23 and had not heard back until yesterday when he called and left me a message.  I returned his call today 12/8/23.  Also, ******************* called me today 12/8/23 and I returned his call.  I am waiting to hear back from both of them.  To note, I have not received multiple calls as Brookdale states that I have not returned and have data to back this up.

  Customer Answer

  Date: 12/19/2023

  This issue has not been resolved.  ********************* from Brookdale and I are meeting this morning to discuss.  This complaint must be left open until resolved.

  Customer Answer

  Date: 12/19/2023

  Hi BBB,

  Please advise if this complaint can remain open or if I need to put in another complaint.  Brookdale and I have not reached a resolution and I have additional information that I would like to share with you.

  Please let me know.

  Thanks, 

  ***********************

• Initial Complaint

  Date:09/14/2023

  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 parents live at Brookdale-Chanate in **************. Their life alert watch system has been down for approximately 6 weeks! I can understand a system going down for a day or 2 but 6 weeks? This is neglect and it is just a matter of time before someone gets hurt or dies because nobody knows they have fallen as their alert watch won't work. My mom passed out last year while there and my 94 year old dad was able to hold her from falling and only had to wait a couple minutes for staff to arrive and call 911 as he was able to push his watch. Residents don't have the ability to always get to a red pull chain in the bathroom or bedroom. This needs to be resolved and fixed immediately before someone gets hurt. This was a provided service that I was happy to have available for my parents but now concerned something could happen and consequences worse without the art watch system working.

  Business Response

  Date: 09/21/2023

  The Executive Director has been scheduling additional staff to monitor the residents. The call system has been worked on all week and is now up and running as of this morning. 

  Customer Answer

  Date: 09/27/2023

   
  Better Business Bureau:
  
  A life alert system should not be down for 7 weeks!  Emails did not go out telling residents that the system was down or that it is back up and running.  Only the few who attended a town hall recently were told the system is back up and running.  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:08/14/2023

  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 moved to Brookdale ****************** at the end of June. Since then we have had issues with basic care needs that we were not only assured were to be taken care of but paid to have taken care of. This facility charges a fee based on the level of care each patient is to receive. We paid for a higher level of care due to my fathers limited mobility. He is supposed to receive a shower twice per week and has NEVER received a shower twice per week. He is to receive a sponge bath on days he is not showered and has never received this either. He was been left in the bathroom on the toilet for up to 2 hrs because they didnt have people to help him off. My father was left in bed until 11am because they didnt have time to get him up and dressed. He was given the incorrect medication and was not in a room that was ADA ********* even though the facility was aware of this wheelchair. He was also injured while being transferred because the care givers are not trained properly in transferring.

  Business Response

  Date: 08/24/2023

  After receiving your correspondence of 8/14/23, we reached out to **************** and discussed her concerns.  We were able to reach a resolution of this matter where we issued several credits to Ms. ******* fathers account.

  Customer Answer

  Date: 08/25/2023

   
  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:07/05/2023

  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.

  When I spoke to the sales manager, ****, I was told that transportation would be provided to doctors appointments within 30 miles. He neglected to say that it would not include ************. ************ is 19 miles from Brighton. My doctor is in ************.When I moved into my apartment there were 2 large handprints on the living room window. Housekeeping told me that they hadnt washed them because we were getting new windows.At the residents meeting I mentioned that I was unable to open my windows. The director,*****************************, said most residents were unable to open their windows. And that we were getting new windows installed. When I moved out on 2/4/23, we did not have new windows. The handprints were still on my window.There is no central air in the apartments. Another resident told me that she had a ceiling fan installed in the bedroom at no cost. I requested a ceiling fan and it was installed. The maintenance manager contacted me several hours later and informed me I would be charged $200 plus. I tried to talk to ******. It was futile. A luxury I could Ill afford.I have never eaten lunch at Brookdale. When Covid hit, the meals were delivered to the rooms. The food was cold and the quality was terrible. I began making my own meals. I asked ****** to be taken off the food plan. She said no.I discovered that preparing my own meals improved my stomach problems. My doctor wrote a letter, stating I had a hypersensitive stomach and that I should be taken off the meal plan. ****** said no.Sometime in ****, the activities director, *************************, asked me to take over the book club. I did so even though it cost me a lot of time and money. I greatly enjoyed it. In 2022, I was notified that the rent would be going up $390. I could not possibly pay it so I moved 2/4/2023. I received a bill for almost ****. I called the regional office and was referred to *** for mediation. I kept trying to call her and I eventually learned she no longer worked for Brookdale..

  Business Response

  Date: 07/05/2023

  We are in receipt of your previous calls and letter to our Resident and Family Connection Line, and are aware you previously spoke with *** regarding your concerns. She had informed you the balance on your account is accurate. Our current District Director of Operations and our Regional Vice President have also both left messages at the number you provided. We respectfully request you return one of their calls to further discuss. Thank you.

  Customer Answer

  Date: 07/06/2023

   
  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,
  
  ***************************

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20266943
  
  I am rejecting this response because:
  I have had no phone calls from the District of Operations or the Regional Vice President. I can be reached at ************ or ************
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/06/2023

  Thank you for speaking with ******, our district director of operations. She has confirmed the balance on the account is accurate, and any late fees would be waived if the balance is paid.

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20266943
  
  I am rejecting this response because:
  Brookdale has failed to consider the anguish that I was put through. I outlined these issues in my original complaint. These issues caused me serious financial setbacks. I would like an independent mediator to review the matter.
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/07/2023

  We are aware our District Director of Operations followed up with you on 7/7/23 and an agreement was made on the balance due.

  Business Response

  Date: 07/12/2023

  The most efficient way to make a payment and have the account removed from collections is by calling ************ to complete a free of charge check by phone payment.

  Otherwise you may mail your payment to:

  Brookdale Senior Living
  Attn: AR Collections
  *************************************************
  Ste. 2300
  *********, ** 53220

  Customer Answer

  Date: 07/12/2023

   
  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,
  
  ***************************

  Customer Answer

  Date: 07/13/2023

  I would like my complaint made public and be used in any consideration of Brookdale being accredited by BBB

• Initial Complaint

  Date:05/18/2023

  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.

  For the past five weeks my a-c has not worked. I have called maintenance and even the resident manager, *********************, and people from maintenance have come several times, but they could not fix the problem. ONe man said I need an a-c professional ** they could not solve the problem. I am waiting still, and fortunately the weather is fairly moderate.

  Business Response

  Date: 05/23/2023

  Our Maintenance Techs have confirmed that his AC is functioning correctly and his Villa AC is cooling. We have also brought out an HVAC technician to inspect the system and they also could not identify any issues with the system.

• Initial Complaint

  Date:05/11/2023

  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.

  I feel Brookdale Cypress did not disclose to me the lack of refund options when they had me sign paperwork. I am legally blind and was not disclosed fully the content of the contract regarding the money I gave them, as I lack the ability to read. This occurred late on a Sunday night when I was pressured to sign and give a check because of a sale that was not available the following day. I was not given a copy of the paperwork I signed. Less than a week later when I asked for my money back because I didn't want to move in, I was threatened that I would lose the money I gave them if I didn't go through with the move. I am a 91 year old legally blind woman. I have reached out to get my money back to no avail. I have also alerted my attorney.

  Business Response

  Date: 05/17/2023

  Our District Director of Operations has attempted to contact you on multiple occasions, and kindly request you return her call to further discuss. Thank you.

• Initial Complaint

  Date:04/27/2023

  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.

  My Mom origianlly moved to Brookdale in ******** which is very close to my brother and I. Upon the sales meeting, they *********** informed my brother and I that my Mom can live there while spending down her money and filing for ***************** which we had a lawyer doing for **. ** January of 2023 when my Mom's personal money ran out and we were awaiting approval of the ***************** (which approved April 1 with PIMI back to Feb 1 so they got there money) , ****** informed ** that my Mom could no longer stay there because she was not paying out of her pocket but instead waiting for her approval. This was all discussed prior my Mom moving in there. We explained the situation and everyone was on board with emails to prove. Mom could stay there until final approval and live out her years there in ******** near her family. Needless to say that did NOT happen. They moved Mom to Brookdale Echelon Lake, which is 45 minutes from my brother and I and no one close to help her out. We tried to give all the documentation we had saying she could stay in ******** which they promised ** in writing. ****** was leaving this building and the new person had little knowledge of these emails/promises. We have nothing but headaches at Echelon Lake and want my Mom moved back to ********. We would have never placed her there if we knew she would be moved away that far from us. We want them to keep their word and honor what they started. They had no problem taking almost $8000 from ** before she moved in which is another c*** shot story. But we paid it for my Mom to get a bed near her children. We have called ******** Brookdale numerous times and so may new people have come and gone there that no one understands whats going on. We would like my Mom moved back to ******** Brookdale as soon as possible. I have been fighting this for over a year now. I have so much more to comment on this but this box is not big enough.

  Business Response

  Date: 05/04/2023

  We are aware management has explained to the family why the resident is unable to transfer back to the previous community, and message has been left for you to further discuss the residents account.  Thank you.

• Initial Complaint

  Date:01/23/2023

  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 moved into Brookdale Tallgrass in 2018. At that time she was over 90. The costs kept rising at an alarming rate so I decided to move her to a facility closer to me. Her move was 1/18/2023. When she got moved I noticed the Brookdale facility had replaced her good furniture with someone else's broken-down c*** I got a hold of the executive director at Tallgrass. No results. i thought I had overreacted and apologized. Then I realized more problems and got a hold of the corporate office. No response. I had paid for her things myself and they were all taken. I have left a message for my attorney. No one from Brookdale has contacted me. I left another message for the facility. They took care of her while she was there but when she moved they screwed us. I believe they just don't care. I am on social security myself and will find it hard to replace everything.

  Business Response

  Date: 01/26/2023

  We are aware you have spoken with ******** and she is working on this issue with you.

  Customer Answer

  Date: 01/26/2023

   
  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:01/17/2023

  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.

  My ex -husband, is in a resident of the *********** Facility, Brookdale ****. Their staff physician, has failed to provide his oral surgeon with necessary services to have infected teeth extracted. He has also failed to provide the family with the documentation that we need to move him from the Brookdale facility to another facility of our choice. This has caused my children and I to suffer from anxiety and frustration because, we are so unhappy with the care that our loved one is receiving in this facility. We have never received a report about his care or never had a care meeting in reference to his health. We are beginning to feel like he is being held against our will. This lack of customer service, is unprofessional and unethical.

  Business Response

  Date: 01/17/2023

  ******************** has been in contact with the residents power of attorney regarding this matter, and you will need to follow up with the residents power of attorney for additional information. Thank you.