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:12/28/2022

  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.

  Brookdale continues to send me an invoice that is invalid and is in dispute. The account #********; invoice is for $202.50. I have called their office 10+ times, each time being told I need to speak to ******. I have left messages for her with the person answering the phone, as well as through her voicemail, and I have never received a call back. I have been trying to resolve this issue for over a year.My father lives at a Brookdale facility, and at one point was receiving services from a provider they call Brookdale *********. My father said that often the service provider never showed up, yet Brookdale claims my father refused their services. As such, in early 2021, I spoke to the manager ***** and we agreed that my father would have to sign for services rendered or services he refused. For this particular invoice I have asked to see any backup paperwork proving such, and nothing has ever been provided.I want Brookdale to credit this invoice and stop sending it, as they cannot prove services were ever rendered. In fact, the invoice says "Payment Reversal", so I'm not even sure what that means.

  Business Response

  Date: 12/29/2022

  A credit has been posted to offset disputed balance of $202.50. 

• Initial Complaint

  Date:12/28/2022

  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 elderly Mother lives in an independent living facility in ************, ** called Brookdale. She's discovered roaches on 9/14/22 and reported the roaches. On 9/16/22 she was given 3 ***** bait houses to determine the type of roaches, she also purchased 2 additional cans of raid and additional bait houses. No other action was taken through the end of October. At this time, she visited the administrator's office to follow up. The administrator's assistant gave her the run around and finally made arrangements to spray by a professional exterminator. They came and sprayed and for a few days she didn't see any roaches. After a few days the roaches were back. They scheduled a professional exterminator one day before Thanksgiving, 2022 and was a no show. She followed up, two more scheduled appointments also no shows.. They finally showed up, sprayed, removed her stove and the problem persists today. She then gave the facility a 30 day notice to move and now, after living there 1 and 1/2 years and on a month to month rental they are telling her there is a 60 day notice requirement of which she never signed. I have made several calls to the administrator without a return call and her voicemail is full.

  Business Response

  Date: 12/30/2022

  Discussion was had with *****. All issues were addressed and documentation was provided. 

• Initial Complaint

  Date:12/28/2022

  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 mother, *********************************** (account ********), has been a resident of Brookdale Richland since 2015. Our Dec bill included $4890 for a basic service rate and $4843 for the personal service rate. We moved Mom from Brookdale Richland on Weds Dec 21 to a memory care facility unaffiliated with Brookdale:Facility safety: On Dec 17, around 7:30pm, we stopped by to see Mom. The front door was unlocked, and the was no staff at the front desk. We were able to access Moms room without being seen by anyone. I made follow-up calls at 7:53pm, 7:55pm and 8:20pm with no answer. On Sunday, I asked to talk with the duty manager, and was informed that a manager would be available to call me on Monday. I reached out on Monday afternoon. The person was unaware of the issue, promised to investigate and report back. I am still waiting for the report.Facility safety at memory care facility: On the advice of the current acting director at Brookdale ********, we investigated the Brookdale ******* memory care facility. We made an appointment for Nov 18 at 10:00am. When we arrived, there was nobody staffing the desk, nor was there any administrative / executive staff present. We were let in by a visitor. Breakfast detritus was on the floor, boxes lined the hallways, and the residents were watching ******************* on TV. Anyone could have walked in.Substandard care: When we moved Mom, we found 22 uneaten clamshells of food in her refrigerator and freezer. Her apartment was dirty and clearly had not been cleaned, even though weekly cleaning is part of the basic service rate. We found her sleeping on an unmade bed on Dec 17, even though we were paying for laundry and bed-making service. Her bathroom was filthy, even though we were paying an extra rate for hygiene and cleaning. I am concerned about the health and safety of the residents who continue to reside at Brookdale Richland and Brookdale *******.I would like a refund for 9.5 days in December and no fee for ******* forward.

  Business Response

  Date: 12/30/2022

  Issues were discussed and an agreed upon care credit adjustment will be posted to the account.

  Customer Answer

  Date: 12/30/2022

   
  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:12/28/2022

  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.

  Charges for rate when not in room yet,setting up personal care plan without our knowledge or signature.charging for things not being done by staff but by myself (daughter) They were told numerous times meds only. Over charging, been to the office numerous times, sent emails to the excutive director, no response. complained numerous times about water temperature being **** warm. Finally gave up on that and brought her to my house for showers. charging for meal tray delivery when never told of this charging,How can you charge for that when they were in covid lockdown twice, and then my mother was quarantined for 14 days with covid. If they cant go to dining room and its out of their control they should not be charged for meal delivery. I have been fighting this bill for a month, nothing. I put in a 30 day notice at end of November to vacate, we ended up moving out December 18th. Just got a bill for ******* when she isnt even there. You tell them something or talk to them and nothing gets done. Im at my **** end and worried about this ruining my credit. I may have to get a lawyer if this doesnt get resolved. Thank you. This is for former resident ***************************, Brookdale, ********************.

  Business Response

  Date: 12/29/2022

  Issue was discussed with family and adjustments will be posted to correct issue.

  Customer Answer

  Date: 12/31/2022

   
  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:12/19/2022

  Type:Sales and Advertising 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.

  For the last couple of years we have had continual issues with poor food service, flooding issues with unit, and floor rolling up and molding causing health and trip hazard. Each year they continue to attempt to raise the rates over 6 years with this year being 19%. *** tried for three weeks to contact the executive director *******************************. I sent multiple emails and he finally responded to basically tell me there was not much he could do. He blame the floor on my fathers wheelchair, however they charge and extra person fee and wheelchair fee. The floor is only rolling up where the was water damage and no where else where my father travels with his chair. They are saying its for rising staff and food charges but my parents no longer receive food. They charge $15 per meal, but they only discounted around $4 a meal from our rate. My parents are on a fixed income and cannot absorb these kinds of increases. We will be out our community fee and incur moving costs to move out now. This is very predatory. They calculate the increases based on the market value of unit and not what they are paying. *** left a message for ******** supervisory and no response. We will be our significant money to move my parents and a significant toll on their health.

  Business Response

  Date: 12/22/2022

  Previous credits and floor repairs have been provided, and the executive director has offered an offset to the rate increase. Our regional vice president of operations has also reached out, and we encourage the family to return his call to further discuss.

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18601244
  
  I am rejecting this response because:

  They were raising the rates for my parents almost $700 and it took the director 3 weeks to respond to me and he said the best he could do was reduce the increase by $100. I emailed the direct ******* on 12/23 to ask for communities fees back and to pro rate the month as we are moving out to which he has NEVER responded or acknowledged. I call his boss ********************* on 12/27 and he has NEVER responded. It took 2 years for them to attempt to fix the floor in my parents unit, and the new floor is peeling up. My mother has tripped on it several times and there has been no response or attempt to fix it. There has been flooding around the unit they have still failed to repair which has caused trip hazards around the unit. My father has a terrible fall as the safety rail in his bathroom was improper installed and it caved the wall when he leaned on it. They are telling me that $4100 a month is a good value for no food service and inferior living conditions.
  I am now incurring moving costs for my parents in a very fast turn around that was unplanned and traumatic for seniors.

  I have pictures but this won't seem to send with them added

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

  Business Response

  Date: 01/08/2023

  We wish to reiterate previous maintenance issues have been addressed and the executive director has offered an offset to the rate increase, however, the remainder of the rate increase would remain. In good faith, the community has also agreed to allow a 30 day move out notice instead of the contractual 60 day notice. The community fee is non-refundable per the contract.
  
  

• Initial Complaint

  Date:11/28/2022

  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.

  This complaint is regarding Brookdale Senior Living Community in Tarzana, **. My mother has resided at this facility since January 2022. We were recently notified of a 24% increase in the monthly facility fee for our mom. My sister and I were completely shocked by this huge rate increase.Before signing off on the contract for my mom to place her at Brookdale, we extensively reviewed and questioned any potential rate increases. We repeatedly requested information about a rate increase, so that we could properly plan and prepare. Cost increases were a great concern for us, because, our mom, like many seniors, is on a fixed and limited income, so wished to budget and plan accordingly. We were told everything the contract we were provided outlined potential rate increases. There are fee increases mentioned in the contract, such as if a situation changed (Brookdale residency agreement attached). The situations listed in the contract include a change of ownership if the monthly automatic fee was stopped and some other scenarios. Again, nothing mentions an enormous change in the monthly rate - such as a potential 24% monthly fee increase. We both, in goodwill, and based on the information provided, decided to place our mother at Brookdale. We are completely astonished by the exorbitant monthly increase being placed for our mother. We feel completely blindsided by this fee, a fee never communicated to us when we were reviewing the contract, and we had no idea to anticipate this, plan, or prepare. As mentioned, our 79-year-old mother is on a fixed income and is now being faced with a massive monthly charge.

  Business Response

  Date: 12/06/2022

  Concerns were discussed with ***** and items in question were explained in detail. 

• Initial Complaint

  Date:11/22/2022

  Type:Order 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.

  Services paid for by our mother and not received that were in the company rental contract she signed, exhorbant food delivery fees, harmful practices escalating our mother's poor health condition. These issues existed in later months in 2021 and continued until we moved her due to forementioned issues on April 18, 2022. We suspect current residents still are experiencing many of these same issues today. I sent a letter to both Brookdale Monroe and Brookdale Corporation on October 18, 2022 and requested a response. There has been no response to my sister, ******* (******) ******* or myself, ******* (******) ******* after waiting over a month for a response. We are asking for assistance at this point because the Corporation and local business unit has not responded to our request and there is plenty of people (past and current residents and family members who can testify about contractual services paid for and not rendered as well as documents (emails, notes, etc that my sister has in her files).

  Business Response

  Date: 12/01/2022

  An agreement has been reached with the family, resulting in a refund.

  Customer Answer

  Date: 12/01/2022

   
  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:10/26/2022

  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 father moved into Brookdale, *********, ** on july 7th. 2022.On July 29th. he was taken out by ambulance, never to return. He passed on August 30th.We received a bill for much more than we should have been charged plus multiple discrepancies. I began calling end of September, finally spoke to bookkeeper on Oct. 3rd, sent email to same on Oct 4th, no response, sent a follow up on Oct. 9th. No response. Left numerous messages with receptionist to have her or executive director call me. No response. Finally got ahold of executive director on Oct. 19th, explained billing issues and forwarded same email to her. Received confirmation of that email next day. No response.Sent two more emails to Ex D, still no response. No clarification of charges. Completely ignored.Will NOT be paying final bill until clarification of charges. Planning to call corporate office

  Business Response

  Date: 10/31/2022

  Thank you for taking the time to speak with our Regional Vice President who has confirmed the current account billing is correct.

• Initial Complaint

  Date:10/11/2022

  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.

  We were considering Brookdale ****** ******* for a place for my elderly mother. We signed a contract on August 1 to lock in the price in the event we decided to put her there and provided a $5000 check to hold the room. We were assured and I have the text from the Sales Manager that if she did not move in the $5000 would be refunded. On August 4th, we informed Brookdale that we would not be using the facility and to refund the money. We were told by the Sales Manager that the check would not be cashed, but shredded. On August 10th, the check was cashed. I contacted the Sales Manager about this and she assured me the check had been shredded. I sent her copies of the cancelled check and the bank statement. Since then, I have spoken to the Sales Manager, accounting and corporate. I recently received a statement from Brookdale ****** ******* that I had a $4356.57 credit on an account that never became active. My last conversation with the Sales Manager was that their corporate office would contact me.
  If I am not refunded in full as promised I will initiate legal action.
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/10/11) */
  Two refunds totaling $5000.00 have been issued on the account. The first on 10/4/22 for $4606.57 and the second on 10/6/22 for $393.43. This information has been emailed to *********** today.

• Initial Complaint

  Date:08/26/2022

  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.

  Charging rent after move out
  Burglarized several times during stay
  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/09/06) */
  Thank you for speaking with our Executive Director and Director of Financial Services regarding this issue. Brookdale has not withdrawn any money from your account since February 2022 and we are aware they have offered to meet with you to review your account.