ComplaintsforNaperville Senior Center LLC

• Initial Complaint

  08/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My 91 year old mother who has Alzheimer's had been attending the Naperville Senior Center for several months. The center was told from the beginning that she has Alzheimer's and that she spoke little English. Her primary language is Spanish. We were told that it was not an issue because they have clients with dementia and the had Spanish speaking aids. We always paid a week in advance as required and never failed on a payment. In June the told my sister that they could not continue having my mother come to the center. When I called and spoke to ***, she said that my mother required one on one, that she didn't fit the criteria, that she was combative, unkind and belligerent. After a long conversation, I told *** that my mother would not be returning the next day and that we wanted a refund for the day she would not be attending. I sent **** an email and I heard no response until I told him that I would contact the BBB. He responded saying he would pay but that we own the center money

  

  Business response

  08/09/2021

  It was a great privilege for NapervilleSenior Center to be a part of the caregiving team for **************** Mom. Weenjoyed her being part of the community, her smiles and laughter, and she ismissed. Unfortunately, her care became more involved than what we can provide. Our program is for seniors requiring minimalassistance. Their Mom always got the extra care she needed whether it was twoperson transfers or one-on-one care; at no additional charge. We notified *************** sister several times when she picked her Mom up that we were havingissues managing the care for her. Our CNAs document all interactions withFamilies about sensitive issues. The day **************** sister picked their Mom upfor what was her last day attending our community, we provided a two weekbuffer to continue attending, allowing them to obtain the care she requires. Theychose to not accept our offer. Wereceived an email from ************** requesting a refund. To be certain the refundamount was correct, we conducted an audit of their account. Before we couldreply to **************** first request, she emailed a second request as shedetailed in her complaint. The results of our audit were detailed in a followup email to ************** dated July 12, 2021, at 9:30 AM (audit will be provided to BBB if needed). As ************** detailed in her complaint, theypaid for their Moms care the beginning of the week she attended. Managing thecare for an elderly loved one doesnt always go as planned. The audit revealedthere were several weeks where their Moms attendance was different than plan.Sometimes she attended a whole day instead of a half day. Sometimes she came anextra day or may have missed a planned day. The final audit reveals NapervilleSenior Center is due a balance of $365.00. Our written policy, which *************** to and signed, requires a two-day minimum notification or the prepaidamount is forfeited. All our Members families are required to pay in advance,and all understand our policies. We chose to apply the $115.00 (the refund ************* requested in her BBB complaint) to the $365.00 balance due resulting in anew balance due of $250.00. ************** had all this information and still choseto write a BBB complaint.
  

  Customer response

  08/15/2021

   
  Complaint: 15736501
  
  I am rejecting this response because:First of all, **** is a passive aggressive person and I dont care to go back and forth about the care. Bottom line **** owes my mom $130. According to his audit, if you add up the charges and subtract what we paid, we are owed 130.  . Also he forgot to include a check for 285. written on February 22 , 2021. Also in December, ****** wrote the center a check for 100.00. 
  I also noticed that on the BBB website it states 24 hrs. They didnt want my mother there so why would I take her back. I told *** that we would not be bringing her back. We never her from he center that we owned them money until I emailed **** about a refund. I will attach the copy of the cleared check.
  
  Sincerely,
  
  *******************

  

  Business response

  08/18/2021

  Our audit of **************** Mothers account is for ******* 1through May 31, 2021.

  The check ************** indicates we missed was indeedincluded in the audit. Check #*****, dated February 22, 2021, for $285.00. Thecheck ********** wrote in December, went for services received in December.

  Wedid not realize their account had a balance due because, as ************** indicatedin her original complaint, they paid for services weekly on the Monday of theweek services were provided. We trusted them to pay for the services theyreceived.

  As stated in our original reply, caring for elderly doesnt go asplan. **************** Mom occasionally attended for a whole day when a half-day waspaid for, or she attended a day extra, or she attended a half-day when a fullday was planned, or she missed a planned day. The underpayment as revealed bythe 2021 audit is $365.00. The $115.00 refund ************** requested in heroriginal complaint was deducted from the amount due and the outstanding balancedue is $250.00. ************** had all this information delivered to her in an emaildated July 12, 2021, 9:30AM.
  
  Sincerely,
  *********************
  

  Customer response

  08/28/2021

   
  Complaint: 15736501
  
  I am rejecting this response because: The check that is missing from the audit is ***** for ******. Attached is the cleared check and the audit that was done. This was his audit and he can't even get that right. Again, even though he admits that he owes my mother the money he is still trying to get out of paying. Also the ****** that was given by ****** was not for payment and he knows it. This is the kind of business this man runs taking care of the elderly. 
  
  Sincerely,
  
  *******************

*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. ↩