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Business Profile

Retirement Homes

Carroll Lutheran Village

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:12/08/2024

    Type:Facilities Issues
    Status:
    Answered
    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.
    My dad ****** ******* is a 96 year old WWII vet living at this place.He is severely allergic to dust mites and bed bugs.There are these pests in his apartment.Hes tried many times to contact the leaders there and no one responds.He is alone and is in severe discomfort with no recourse.He wants to have a company come fumigate He is willing to pay but shouldnt have to. He has had many issues since coming here which I dont have space to detail here.Please assist him!.

    Business Response

    Date: 12/12/2024

    In response to complaint number #******** from ******** **** concerning ****** ******* against Carroll Lutheran Village, our community was notified by ****** ******* about his dust mite concern on Thursday, Dec. 5, and an exterminator was on-site to resolve the issue on Wednesday, Dec. 11. 

    Please review the following for specific details.

    Communication

     In the late afternoon of Thursday, Dec. 5, when CLVs social work team was meeting with ****** ******* on a different matter, he shared his concern about dust mites with the social work team. ************************** was notified of the concern on the morning of Friday, Dec. 6.

     ****** ******* called and left a message for the Vice President of Operations on Saturday, Dec. 7. The vice president returned the call 30 minutes later and left a message. ****** ******* did not return the call.

    On Monday, Dec. 9, a Facilities team member spoke and confirmed with ****** ******* that a *** approved exterminator would manage his concern at **** expense. The Vice President of Operations also spoke with ****** ******* on Dec. 9, at which time ****** ******* agreed to have an approved CLV exterminator perform an inspection and treat as needed, and if he was not satisfied, he could arrange for an exterminator of his choice to address the concern at **** expense. Steps were in motion prior to the organization learning of the complaint to the Better Business Bureau.

    Resolution

    A CLV approved exterminator addressed the concern the morning of Wednesday, Dec. 11. Facilities will continue to communicate and monitor with ****** *******.

  • Initial Complaint

    Date:10/13/2022

    Type:Product 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.
    In February of this year we wrote a check for $1300 to Carroll Lutheran Village (CLV), a Senior living community (CCRC) near Westminster, MD. This was for an application and deposit. The understanding was that it included $300 as a processing fee and a $1000 refundable deposit. At the time we were seriously considering moving to the facility and wanted to be put on the wait list, in the event that a suitable apartment might become available. Since then, however, an opening at another senior community became available and we have moved there. We notified the sales consultant at Carroll, and sent a formal letter to CLV on 1 August requesting our deposit to be refunded to us. We made repeated inquiries in September and October about our refund, but the only reply has been that it has been received, and is "in process". We are concerned about this delay, and hope that you can intervene and resolve the issue.

    Business Response

    Date: 12/01/2022

    Consumer Response /* (2000, 8, 2022/11/14) */ Re: BBB Complaint Case# ******** (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX) External Inbox Jim **** <**********@gmail.com> Fri, Nov 11, 9:42 AM (3 days ago) to me Thanks so much for your efforts on our behalf. We have received the requested refund finally on 10 November, without explanation as to the delay. Regards Jim and Kyungja ****

Carroll Lutheran Village is NOT a BBB Accredited Business.

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