Complaints

This profile includes complaints for Progressive Quality Care's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Progressive Quality Care

  5553 Broadview Rd Cleveland, OH 44134-1604

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  Progressive Quality Care

  4120 Interchange Corporate Center Rd Cleveland, OH 44128-5631

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:08/30/2024

  Type:Customer Service 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.

  The company needs to address one of their nursing home facilities infractions of nursing home protocols. I've been having a lot of problems with this facility off and on for over 3, going on 4 years now. The company that oversees this place was extremely difficult to locate. So, I was never able to call on them for assistance before. When I finally found them, I attempted to write the person who currently oversees the institution in question and my email was blocked. In addition, I called the phone number requesting for this person to give me a call and none was ever returned. The facility in question has been causing extreme emotional distress in the handling of the care of the resident whose care I oversee and I need the difficulties encountered to cease and desist immediately. All efforts to resolve the difficulties wthin the facility in question have failed. So all options for resolution of this problem are being explored. If these difficulties can be resolved with the assistance of this company that oversees this facility, then that's all that would be needed. But I need to speak with this person listed on the email, or whoever is above that person, who can help resolve these issues so that they are no longer ongoing difficulties. It would be most appreciated.

  Business Response

  Date: 09/09/2024

  This Director of Operations contacted ****** regarding her concerns.  ****** has previously contacted the Progressive Quality Care office, and we have responded prior to this concern.  In addition, the facility has posted compliance posters at the front entrance and front desk with process if anyone is concerned with facility outcomes as another option for contact which are being utilized.  Management company also has a "contact us" available through our website that is utilized multiple times per week. 

  Director of Operations is follow up with caller concerns. 

   

  Customer Answer

  Date: 09/11/2024

  [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. 
  
  
  
  Regards,
  
  
  
  ****** ******
  
  
  
  

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  The website that I found online would not work for me as I tried to access that first.  I called 2 different phone numbers before I received the one for Lyndhurst.  I'd initially found all of this through Google.  

  I spoke with someone named Janice about 3 times and gave my phone number requesting a call back.  I found out from the business that they hadn't received the call, but found my complaint here on the BBB.  I had tried to email them, but my email was already blocked and I'd never sent a correspondence before.  There had been no way to reach them through Avenue at Wooster in the past.  So I've had to go through other means of attempting to get assistance in the past.  The business was made aware of this.  I didn't even know who was in charge of the Avenue nursing homes until I did an extensive Google search.  They were pretty well hidden even though from the sounds of things that was not their intention.  

  After speaking with someone in charge by Progressive Quality Care, who had charge over Avenue at Wooster, I was told that the Director of Nursing would be in touch with me.  Neither the supervisor's call, nor the DON's from the facility were timely.  So I had begun reaching out for other assistance.  But they both did finally call me, and she seemed to be very concerned and helpful.  

  The DON was hesitant to give me his phone number at first, but decided it was best to do under the circumstances.  The whole thing is, there are some of the nursing and STNA staff who don't want to comply with nursing home or state rules.  They get away with a lot if they know that someone will let them.  Up to now the present Administrator has let them.  There are others there who diligently fulfill their duties which we are most grateful for.  

  We're giving this new DON a chance to fix the problems that occur with his staff toward my Mother-in-law.  If they do what is right with regard to her cell phone, clothes, wheelchair, and her physical and medical needs as they occur, since she is totally, physically disabled, and cannot do any of this for herself, which is the reason why she's there, if the problems in question are corrected, there will be no need for me to seek further assistance.  

  However,i f they're not met, as all of them are reasonable expectations, I will continue reaching out to whoever will help us resolve the situation for good.  Because the staff who are guilty of the things mentioned, stop while they're in the spotlight, only to begin again when things settle down.  I want no further torment toward her or me.  I want them to do what they're supposed to do with regard to her care, as they should know what is needed by now after almost 4 years, and I want all of her property, clothes, wheelchair, etc. to remain in her room, her phone, and all of her chargers, to be always in working order with 2 way calling, and volume up so that she can call out for help if needed, and for her to have her call light and have her needs met in a timely manner after she presses that button.  

  Not for them to turn it off and just leave the room.  There's no reason for her to be in soaked sheets, have bed sores, or anything kept from her that she needs to have for assistance or for her health.  Her call light should always be within her reach instead of on the floor, put on the bed away from where she can reach it, or tied to the outside of the bar with the light hanging down along with the bed remote after she's been put in an uncomfortable position so that she can't reach them to fix her problem.  If all of this is corrected, then all will be ok.  If not, I will continue to seek help until I can find it.  

  This person was very friendly and seemed like she wanted to help.  The new DON of the facility seems like he wants to do the same.  So I'm gonna give them a chance to make things right and say that I'm satisfied with what she was able to do.  My email address is ************************  She can reach out to me with that other phone number and place to send messages.  If it's different from the one that I have, I will certainly attempt to use them and follow the proper order as long as I'm able to connect to them.  

  Hopefully, this will mean that someone will reach out from those areas to address anything if further needed. I'm sure that you can understand after almost 4 years of on and off again hell, why I might be a little bit concerned and skeptical.  If this permanently solves the problem, I will be most grateful.  

  I have health issues of my own that I've been unable to focus on because my husband's mother hasn't had the best of medical, professional care from the nursing home.  The doctors have been fine once they've been notified that there's a problem.  But they don't know if they're not told.  So the doctor's office in charge is not to blame at all.  I just wanted to put that out there.  Thank you to the BBB and to the supervisor who reached back out to me in the attempt to resolve these difficulties.  It seems like the DON has begun to work on the solutions.  We're grateful for the assistance and hope that it continues.

  Regards,
  
  ****** ** ******