Complaints

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• Initial Complaint

  Date:10/09/2024

  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 husband, **** *** ***** has been diagnosed with vascular dementia after having an ischemic stroke. I placed him in this facility because I could not care for him on my own. He was first placed in assisted living whee, due to only two nurses on duty at night, fell several times. So, he was placed in memory care with a roommate who was violent. There are no bells on this unit and only two nurses at night which I could not find. This roommate tried to take ****** wheelchair and, when I tried to stop him, he became violent. **** was then moved to another room but, two days later, he was being moved to the same room where the violent roommate was
  Even though he would not be in the room, I was told by a staff member, he could still gain access to him so, I took him home . When I asked for a refund, I was told by the administrator that I would not receive one because I did not give 40 days notice

  

  Business Response

  Date: 11/04/2024

  Listed are a few facts regarding the case.-Mr. **** was admitted to AL on Sept. 30th-Smeared BM all over roommate's ottoman and had several falls that evening-MD saw him on Oct. 2nd and told her he was on a decline with the diagnosis of vascular dementia-Oct. 4th she requested hospice services and removal of all nonessential meds-Mrs. **** requested he move to Daybreak (our memory care) on Oct. 4th because of his care needs, falls, behaviors-She stayed with him Friday night Oct. 4th her choice and upon approval from the ED. His roommate was very agitated with her being there. The roommate started becoming verbal (limited speech) with Mrs. **** and she said her husband was getting aggravated with the event. No physical contact was reported.-Oct. 4th She demanded that her and her husband sleep in the lobby. She wanted another room (which we didn’t have) ASAP or she would take him home-Saturday Oct. 5th 5am staff moved him to a temporary room over the weekend-Monday Oct. 7th management reconfigured the room placement which required moving him back to his original room and moving the agitated roommate to another room-She was irate that he had to move again, and he would be near the aggravated roommate (not on the same unit)-Monday Oct 7th Mrs. **** spoke with ED and marketing director and was made aware of the 30-day notice. She acknowledged and said she wanted to take him home with hospice.-She called me Oct 9th asking about a refund, I reminded her of the notice, but we would stop payment at the end of October and remove the care level. She didn’t like it but she said ok… Community Fee: $2000.00 Companion suite $5169.35 Level of Care $172.50 Total payment was $7347.50 We did not bill her for Memory Care when we sent him over along with the removal of the level of care we sent her a refund of $5.65 I have sent this to our legal team but wanted to at leat give you the infornaton I had.