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:02/05/2024

  Type:Service or Repair 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.

  In Regards to ******************* My husband **** was admitted to Madison Pointe Care Center by Gulfside Hospice. Gulfside Hospice has him moved from our home to Madison Pointe on Thursday, May 11th at approximately 3:00 p.m. I was told to wait a few hours before going to the care center to visit with him. When I arrived with a friend, we were absolutely shocked at the condition of the room they placed him in. It was a small room about 15 x 15 with four beds crowded into it and one window air conditioner. The person next to my husbands bed had the television blaring. My husband was sitting on the side of the bed. At any point he could have fallen over because he was not able to move unassisted. My friend and I were able to lie him down. I asked the nurse when the man that had the television blaring would turn it off for the night. She answered that he leaves it on all day and all night!! The floor around my husbands bed was filthy. And, the place had a very strong urine smell.I was appalled at the facility and immediately contacted hospice that night and told them that I need to have my husband removed as soon as possible.******* made arrangements to have him brought home. In the morning, my son and I arrived at Madison Pointe and spoke to a director. She told my son and I that she didnt think there would be any charges since my husband was only at the care center less than 24 hours. Because my husband was under hospice care while in the facility, there should not have been any extra costs for any oxygen or any other services.Hospice had a hospital bed delivered to our home in the morning of May 12. Oxygen was also supplied. I had to pay $600 for a transport service to bring him home. The transport service arrived at our home around 3:00 p.m. on Friday, May 12th my husband, ****, passed away in the transport on his way home.I am now getting invoices for $270 with no explanation

  Business Response

  Date: 02/21/2024

  Thank you for contacting me regarding this concern.  Although I was not the Administrator at the time of this complaint, I reviewed the file and determined the following: ************** was admitted to the facility on 5/11/23 and discharged 5/12/23.  The dimensions of the room are 24ft by 16ft.  There are 2 beds on either side of the room with a wall partition dividing them.  Skilled nursing facilities bill for the day of admission but not the day of discharge.  The invoice you received  is a private pay bill for 1 day.  Notes from the billing department indicate there were calls placed on 7/3/23, where a message was left, 8/10/23 where she spoke to a representative about the bill, 9/21/23 and 9/25/23 voice messages were left, and 11/24/23 speaking to a representative and declining to pay the bill.  I will reach out to billing to send a detailed explanation of the attached invoice.  

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21238972
  
  I am rejecting this response because:  I was told that there would be no charge for the room.  My son and granddaughter were with me when we spoke to the manager because my husband was at the facility for less than a day.  The room DID NOT have a wall between the beds!!!  There was a soiled curtain separating the beds and the man next to my husband had the tv BLARING.  When we asked if he could turn down the volume, he said no.  I asked the nurse when he would turn off the tv for the night.  She said he leaves it on ALL night and ALL day -- BLARING!!!  The room was dirty.  The floor was sticky with a dried up substance.  When I first came into the room -- with a friend that used to work at an assisted living facility -- she was appalled at the condition of the room and immediately told me to contact Gulfside Hospice to have my husband removed from this facility -- which I did that evening.  My husband was sitting on the corner of the bed.  He could NOT move without assistance and they just left him.  At any time he could have fallen over.  This room was not fit for an animal to live in much less a human being.  I just wished I had the time to check it out before admitting him.  I would have thought Gulfside Hospice would have vetted this institution before recommending it.  If this is not settled, I will make a formal complaint to the **************** for nursing homes.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/22/2024

  ***************, I am sorry that your experience was not what you expected.  All residents have rights in skilled nursing facilities so we cannot just turn off someone's TV if they want it on.  I cannot speak to what the prior manager told you, but I did reach out to the billing department and the charges will be removed from his account.  Again, I am sorry that your experience was not what you expected.  I hope this resolution is satisfactory to you.

  Customer Answer

  Date: 02/26/2024

   
  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,
  
  ***********************