ComplaintsforPacifica Senior Living San Martin

• Initial Complaint

  09/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Our Mother's level of care at the facility was increased and the monthly fees were increased. We started asking in May of 2023 for an itemized list of care per the care package. We are still waiting for the documentation outlining the agreement to increase the care mom would receive. The document we received from ************************* the Assistant Executive Director are notes *****, the head nurse put into the system and is not the contract. On 03/31/2022 there is mention of mom's blood glucose being monitored. The entry before that is December 7th which states they are assisting mom with taking meds and mom needed cueing, reminders, prompting. Nowhere in these notes is the need to do checks hourly or every two hours mentioned. On 05/02/2022 ***********************, my sister, informed ***** via text she needed to sign for the increased level of care mom was receiving, as she hadn't seen a breakdown of the changes and relevant charges. ***** said yes via text and never sent it, nor did she return calls requesting the information. ************************************* the Executive Director was advised during a meeting with myself and sister, that occurred about 08/09/2022 took notes of a series of issues we brought to her attention, including us not receiving an itemized list of the services our mother was being charged for. To date, the Executive Director of the facility has not provided what they charged. In addition, since our mother died and we moved her out of the apartment well before the required time, ************************* has advised she would reimburse $800.00 toward the monthly fees. She has also cut off all attempts to communicate with her so we can get resolution. .

  Business response

  09/19/2022

  Good Afternoon ****************
  
  We(RDO) completed our conference call with you and your family member on Friday 9/16/22. We discussed all items of concern and we are to follow up with each other the week of 9/19/22 to discuss invoices, care levels and theft (police report # given to you on call on 9/16/22 for follow up). We are then to discuss where we go from there.

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