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Business Profile

Nursing Home

Certus Healthcare Management, LLC

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Certus Healthcare Management, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Certus Healthcare Management, LLC has 19 locations, listed below.

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    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/11/2024

      Type:Billing Issues
      Status:
      Unanswered
      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.
      I have been asking for an explanation of my husband **** ** ****** charges since July of 2024 from ****** Healthcare. He was at Beckett House and he was charged for pharmacy legend drugs of 298.69, they can't tell me what he was given for these charges. I want a break down of everything he was given. For the month of February he was charged room and board from Feb. 1st to Feb. 29, 2024 of 6,380.00 29days in February. On February 29th he was charged another room and board charge of 220.00. There are only 29 days in February but yet they charged for an extra day. His insurance said he was supposed to get back 5,377.29 and after waiting 5 months for the refund from ******, they only sent back 4,662.60 They shorted his refund by 714.69. I would like them to explain how they can overcharge? This corporation never returns phone calls. They never answer the phone.

    • Initial Complaint

      Date:12/31/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      On October 14, 2023 my dad ***** ******** had to be moved from hospice to a care center as he was in his final days and had exceeded his 5 days allowed at hospice. Arrangements were made to move him to ****** ***** care center, that is owned by Certus. I was required to pay a full month up frount before they would accept him. Even though it was certain he wouldn’t survive more than a few days. And that we would receive a refund of days not there, if he passed. I understood their policy and wrote the check for $8,525.00. My dad passed the next day (October 15, 2023). I called ****** ***** and asked when we should receive the refund. I was given a non local phone number and told to call it. I spoke to a girl named Jennifer and she said to allow for up to 6 weeks. I waited 6 weeks and no check was received. I called and spoke to Jennifer again. She said she could see the refund owed but no check had been cut. She told me to call another number to where they cut the checks. I received a voicemail (can’t remember name) and asked for them to return my call. It has now been 2 1/2 months and we still have not received a refund. And no one will return calls. I am expecting a refund of $8,250.00. I would appreciate some assistance in this matter. My dad was an Army veteran and my mother is waiting for these funds.

      Business Response

      Date: 01/01/2024

      Thank you for reaching out. This is the first I’m hearing if this and will have to research. 

      Business Response

      Date: 01/04/2024

      Hello and thank you again.  Here's what I'm showing. We have the discharge date being October 15, 2023 and it takes up to 60 business days for the processing of refunds.  I'm not sure if this information was initially passed on to you.  The anticipated date of the refund to be processed is on or before January 7, 2024.  Our accounts payable department is showing this refund is being processed this week. Expect to receive the refund within in 10-USPS days of January 7, 2024.  If after that time you still haven't received, please let me know. Thank you

      Customer Answer

      Date: 01/05/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      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. 

      My mother received the check via expedited mail today. 

      Thank you all for your help! 

      Regards,

      ****** ********


    • Initial Complaint

      Date:08/03/2023

      Type:Billing Issues
      Status:
      Unanswered
      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.
      On May 1, 2023, I received my monthly invoice from Shadyside Healthcare and Rehabilitation Center (owned by Certus Healthcare) to cover the month of May and the amount was $2400.00 (Copy of invoice available upon request). On May 2, 2023, I used a Capital One credit card to pay the invoice (I have the credit card statement available upon request). On May 3, 2023, my mother (**** ********* - Account number *******) passed away. On May 11, 2023, I received notice (copy available upon request) from Belmont County Job and Family Services that my patient responsibility for the month of May was $154.00. That left a balance of $2246.00 that should have been refunded to me by the facility. For the last 90 days, I have been trying to secure that refund with no success. I have spoken to Michalle (the business manager at Shadyside) at least three times. I spoke with Scott (the facility director) twice. I have lost count of how many times I have tried to contact their corporate offices but they NEVER answer their phones and, if they do, you leave messages for people and the calls are never returned. I give up. I need help. If I went 90 days without paying my bill, they would have put my mother out on the street. And since I started researching this company (Owned by Certus Healthcare, 30195 Chagrin Blvd., Suite 350, Cleveland, OH), I am discovering that I am not the only person this has happened to.

    • Initial Complaint

      Date:01/24/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      This is my second application as the recent email I got stated I was filing a complaint against Zanesville-Muskingum County Chamber of Commerce. I have no idea where THAT came from! My original complaint was against the Beckett House and Rehabilitation Facility but I found their company ownership is Certus out of Cleveland. Refilling against Certus. I’m assuming my original complaint is gone, so I’ll start over. My mother, **** ********, was a self-pay patient at the Beckett House. $6200 a month paid a month in advance. She passed away on October 19, 2022 there. We have a statement, which I sent to you in my first complaint, showing her balance owed to us if $2180. I have called numerous times to request this sent to our family to no avail. At first it was a 30 day wait, then 60, then 90. It is past 90 days. Again I have no clue why this was rejected and supposedly a complaint against the Zanesville Muskingum County Chamber of Commerce. Please explain why. ****** ****** ************ ************@gmail.com

      Customer Answer

      Date: 02/03/2023

      I am the executor of my mother's will. She was in the Beckett House in new Concord and was self pay. They charge a month in advance. $200 a day = $6200 for a 31 day period. My mother, **** ********, passed away on October 19, 2022. We have yet to receive the balance owed for the month of October that we paid in September which is 2180. I have called numerous times to speak with the accountant and he says corporate is very slow in handling these refunds, then I found out that HE IS CORPORATE! He sent me a detailed transaction report of my mother's bill and it does show that she has a balance of $2180, so there is no dispute over that. He said it takes 30-60 days to get this refund as they have to see if she has outstanding charges! It is now over 90 days.

    Certus Healthcare Management, LLC is NOT a BBB Accredited Business.

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