ComplaintsforHeartwood Homes Assisted Living

• Initial Complaint

  09/24/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  As of July 28th ************************* owner of Heartwood Homes sent a invoice stating he wanted to increase my mothers monthly rent to $12,000 a month from $8,725. ************************* reason for the increase is as follows quote" with a very recent reassessment of your Mother's change in condition, Level of care needs, and the added time communicating with POA, and outside agencies all in the care of resident, we found it necessary to increase their current monthly rate. I tried to talk to ************************* in telling him that the $12,000 a month in increased rent was absurd, and ridiculous amount of money and by me being my mothers medical POA and the fact I have toured many facilities that provides the same level of care as Heartwood Homes did'nt even come close to a $12,000 quote and at this rate, this is hardly not a fair market value price. When ************************* sent me the invoice for $12,000 the only assessments he sent me were from January, and March of 2022. Having said that the invoice is dated 7-28-2022 therefore the assessments he sent sent me are not hardly recent at all. When I admitted my mother in at Heartwood back in January of 2022 the original monthy draw was $7,600. My *********************** is my moms financial POA and when Heartwood increased the monthly rate to $8,725 Heartwood never sent ***** a notice of increase or current invoice stating the reason for the increase. By me being a painting contractor here in the Fox Valley area I am very familiar with fair market value pricing and this $12,000 a month increase is not only a fair market vale price, but this is certainly price gouging! In closing I'd also like to include that the rent were paying does equate to the level of service we are getting in return considering at one point and time my mother was being ****** sedated with medication which caused my mother to be a high fall risk. I do not have the ability to upload documents as all my documents are manual records. Please contact me with a fax number Please.

  Business response

  09/28/2022

  I am not going to reply to complaint of poor care.  All these allegations have been thoroughly investigated by ********** of ****** Services (our licensing board) and have all have been found to be unsubstantiated.  In fact, both State Representatives informed me after the investigation that his mother is happy and very well cared for.  Note: our company has a most clean State Survey history with zero deficiencies in over 13 years, company-wide at all our locations.  Very few assisted living facilities across the State can claim this near impossible feat.  We have been in business over 21 years.  We have a ****% resident retention rate over all our years in business, are most respected in our community and known for the highest quality care and leaders in the memory care industry.    
  
  In regards to the rent increase.  I do not dispute the amount.  Complainant was provided a full 30 day notice of rent increase. Reasons for this increase was due to the complainants decisions, in the care of his mother, which caused our staff to provide one-to-one care that he refused to privately hire despite our multiple requests over many months.  Private hired care was also requested to him by doctors, multiple skilled nurses from hospital and other private healthcare companies, as well as by DHS State Representatives.  All these healthcare professionals saw the need for the one-to-one care of his mother, but he continued to not take any action, and forced our company to provide the care without any reimbursement. 
  
  The other reason for the increase in rent was because complainant bombarded us and harassed us with multiple emails and phone calls daily that were nothing but derogatory and defaming in nature.  He created multiple hours of added stress and workload for myself, my managers, and my caregiving staff on a weekly basis.  In a recent court hearing, an Outagamie County court judge explained to him that his actions have harmed our facility and the care of his mother.  The judge also told him That over the many thousands of cases, he cannot remember another case whereas a persons behaviors were so egregious as his, and that there is no way he is allowing him to be guardian for his mother.  In the end, the judge ruled to remove this person as his mothers power of attorney.  The harassment was so severe, the judge also provided a restraining order restricting him not to enter our property or visit his mother.  Unfortunately, this person continues to lack insight to what he has done and has not taken any ownership for his actions to date.  This BBB review and other recent negative reviews on other social media platforms from the complainant and his friends are clearly in retaliation due to the fact that his mothers own primary care physician and myself both reported him to Outagamie County **************** Services which led to the court case described above.  Understand that doctors and nurses are considered mandated reporters in every State and are required to file formal reports of this nature.      
  
  This person owns a small painting business.  In perspective, Im sure any painter would charge more when the amount of painting for a job is more time consuming based on the number of square feet and the complexities of the job.  This is the same in all industries.  It should not be any different in my business.  We supplied a full 30 day notice.  He could have done what consumers do, and chose another provider, but he didnt. 

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