ComplaintsforBrookdale Senior Living - Headquarters
Assisted Living Facilities
Additional Complaint Information
Customer Complaint:
As an added convenience and an alternative to local outlets, Brookdale operates a 24/7 Resident Family Connection Hotline that can be reached at 1-877-400-5296 or familyconnection@brookdale.com. Again, regardless of the source, comments and concerns are addressed through resolution.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
12/06/2022
Concerns were discussed with ***** and items in question were explained in detail.Initial Complaint
11/22/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
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
12/01/2022
An agreement has been reached with the family, resulting in a refund.Customer response
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
10/26/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
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 officeBusiness response
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
10/11/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
08/26/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Charging rent after move out Burglarized several times during stayBusiness response
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.Initial Complaint
08/02/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
My mother moved in to Brookdale North Euclid located in *****************************. the actual address is ***************************************** season room ***. She Is took residence starting last year September 30th 2021. This is a residential nursing care home that is supposed to be providing basic life services and medicaid medication and nursing services as well. Upon arriving September 30th 2021 my mom was basically left almost unattended for the 1st 10 days that she was there. she received no bathing or sanitary care that 1st 10 days no bed bath no chair bath no nothing.She has a medical device that needs charging that the medical director and head nurse came out to the house to assess before she moved in. Her medical device was ignored that 1st 10 days and has been on a continuous basis. My mom is continuously left to go to the bathroom on herself left in her own filth. She is continuously denied care by the staff because they are too busy to help her get her daily activities done that are required for health. The contract we signed for her to move in the patient is supposed to have a few meetings up front and then a regularly scheduled meeting every couple of months to assess their care and services provided to see if anything needs to be adjusted.. These meetings have not been provided have been continually asked for and our requests are still continuously ignored and denied. They are supposed to be providing basic cleaning services this is common when we arrived last week her room was filled with ants and bugs because they continbecause they continuously leave residents in their own trash and filth and do not clean. I would like our facility fee and other moneys refunded so we can relocate my mother to a different facility and this facility needs to be evaluated for shut down as there are 87 other residents who are in health care and immediate life danger from the lack of services this company is providing.Business response
08/05/2022
Business Response /* (1000, 5, 2022/08/03) */ We take your comments seriously and are committed to providing quality care and services to our residents. We are aware you have spoken with our District Director of Operations to discuss these concerns and have agreed to a follow up meeting with the Executive Director. Consumer Response /* (2000, 7, 2022/08/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
08/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Dear ***, I was contacted to perform at a special event for them on August 25, 2021 from 3:00-4:00PM I know it's not very much $***., but I did my part and now they need to pay me. I have spent 11 months trying to collect, can you help me Thanks, ************** **************** You can check his Facebook pageBusiness response
08/08/2022
Business Response /* (1000, 5, 2022/08/02) */ We have reached out to the email address provided to obtain a copy of the invoice.Initial Complaint
05/26/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My mother was severely neglected and abused there and ended up in the hospital. Now they've billed me for much more than they said they would and for care my mother did not receive and harm was caused.Business response
06/06/2022
Business Response /* (1000, 5, 2022/06/01) */ This concern has been reviewed with our management team and the concerns of neglect and abuse have been unsubstantiated. The increase in costs is valid due to an increase in care provided, and no billing reduction will be provided. Consumer Response /* (3000, 7, 2022/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hospital records prove neglect at this facility. My mother was admitted to the hospital on May 22 with bed sores,dehydration and anemia that all developed while living at this facility. She is still in the hospital receiving treatment for these conditions. She did not receive the care that we paid for. Business Response /* (4000, 9, 2022/06/06) */ We wish to reiterate this concern has been reviewed by our management team and the increase in costs is valid due to an increase in care provided. The executive director has attempted to contact you, and we respectfully request you return his message to further discuss.Initial Complaint
05/21/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Called to get a hold of my grandma to inform her of her sons passing. Nurse wouldn't give me her number and the executive directors voicemail is full. Water is built up in her room and the nurse stated "it was because it rained." She stated my 95 year old grandmother was very rude to her last night and she was helping out. Complete and udder lack of caring and compassion.Business response
05/31/2022
Business Response /* (1000, 5, 2022/05/23) */ We will need to know which location your grandmother resides at in order to follow up with the appropriate executive director. Thank you.Initial Complaint
05/10/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
May 1 2022 I was given a blood test and they agreed to provide the test results to my doctor and myself.They made no attempt to supply the information.Business response
05/31/2022
Business Response /* (1000, 5, 2022/05/20) */ ************'s was contacted by ***** **** on 5/12/22, discussed resident lab results and to notify the resident his physician Dr. ***** **** receive the lab results also. 5/19/22, The District Director of Clinical Services spoke with ************, to follow up on resident concern of his Dr. or himself not receiving lab results from the community. Resident main interest was to verify, community awareness that his physician was Dr. *****, not a Brookdale physician. He stated he **** be providing the community with contact information for this physician. Instructed resident how to contact the HWD ***** to discuss concerns in the future. HWD provided lab results to Dr. ***** residents physician for reference. No concerns from physician. Resident did not recall contacting the BBB.
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Contact Information
Customer Complaints Summary
71 total complaints in the last 3 years.
23 complaints closed in the last 12 months.