Complaints

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:12/12/2022

  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, ***************************, whom I serve as conservertor, was a patient at Sycamore Place Alzheimer's Care Center from January 2020 to September 21, 2022. In late-June 2022, I contacted the facility administrator, *******************************, to request moving my mother from her semi-private room to a less expensive shared room to reduce her expenses. After contacting her several times over the next two months and receiving assurances from her that she must to contact her corporate office for approval to move my mother into a shared room, I called ***************** demanding a status update. At that point, she merely stated "I should be happy" with the price I was paying for my mother's shared room , and I was "getting a good deal." As such, I began searching for a new less expensive facility to move my mother as the cost at Sycamore Place was unsustainable. On August 22, 2022, I submitted a 30-day notification letter, hardcopy and electronic, in accordance with the facility contract, advising that I wanted to cancel my mother's contract effective September 21, 2022.But on September 1, 2022, I had to pay the full-monthly rent amount of $5,940.00. On October 3, 2022, I received a statement of my mother's account showing a $1,584.00 credit balance ($5,940/30 x 8 =$1,584.00), so I contacted the new administrator, ***************************, who advised that a refund check for the pro rated days in September in the amount of $1,584.00 would be mailed from corporate and could take "a month or so." On November 1, 2022, having not received a refund check I called ******************* to inquire on the status. She re-iterated that it could take "some time" for a refund check to be mailed.On December 2, 2022, I called Sycamore Place but ******************* was out, and I was told she would be given a message to call me. As of today, December 10, 2022, I have not been contacted, and it has been approx. 80 days since my mother moved out of the facility, and no refund check has been received.

  Business Response

  Date: 01/04/2023

  Dear *****************,

  
  

  I contacted our home office again and requested this refund for ********************. She assured me that the check was being cut immediately and overnighted to ********************. We informed ******************** and he stated that if he does not receive the check, he will contact **.

  
  

  Thank you,

  
  

  
  

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

  Executive Director

  Sycamore Place 

  administrator@sycamoreplacememorycare.com 

  Tel: ************   

  Fax: ************ 

  Cell: ************ 

  8722 *************. 

  *******, **. 38125 

   

  

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18556157
  
  I am rejecting this response because:

  The management team for Sycamore Place has made these same assurances over the past three months with no action actually taking place, which was the basis for my initial complaint, I.e. they have promised on multiple occasions to request the refund from their corporate office so that it would be mailed out, but inevitably weeks and weeks would pass with no payment received.
  
  Sincerely,
  
  *************************