ComplaintsforBrookdale Senior Living - Headquarters
Assisted Living Facilities
Additional Complaint Information
Customer Complaint:
As an added convenience and an alternative to local outlets, Brookdale operates a 24/7 Resident Family Connection Hotline that can be reached at 1-877-400-5296 or [email protected]. Again, regardless of the source, comments and concerns are addressed through resolution.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/02/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Beginning 7/25/23 until 11/13/23, medication for my father was ordered 9 times when it should have been ordered approximately once every 2 months. Brookdale claims they never ordered that many, yet Omnicare has proof of delivery for each one. In asking Brookdale about the deliveries, they claim those people that signed for it don't work there. Omnicare has attempted to contact Brookdale and they will not return their calls. Omnicare calls me 1-2 times/week about the overdue payment for a medication that my father didn't receive. I finally moved my father out of this facility and I want them to pay for these missing meds before it goes to collections.Business response
04/03/2024
Thank you for speaking with our area director regarding this concern.Customer response
04/10/2024
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,
***********************Initial Complaint
03/29/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Illegal Discharge of my uncle. Please see prior review that was posted for full details.Business response
04/05/2024
A representative of Brookdale ********** will be in contact to discuss your concerns.Initial Complaint
02/22/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My husband has been in a Brookdale facility in ******* ** although thier are ombudsman to reach out to no one at this facility has concerned themselves with the fact his rights as a human being have been violated over and over. This mans sons had a invalid guardianship in place and financially exploited him over and over while Brookdale stood by the in aid guardianship and although my husband asked for help they turned a blind eye and even helped facilitate the abuse. Calling him names and degrading him in front of other residents it's a crying shame that Brookdale hires such abudi e administrators. They are rude and condescending. Something should be done to protect those in their care.Business response
02/27/2024
We have received confidential information from the district director of operations and this submitter has provided erroneous information in this report. The residents guardians are actively involved in the care and well-being of the resident. We are unable to further discuss matters regarding the resident with the submitter, and the submitter would need to follow up with the guardians for additional information.Initial Complaint
01/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This is a general nonmonetary complaint concerning Brooksdales aggressive marketing and violation of privacy. Brookdale is sending advertisements to me at my sons address. I have never given them my sons address. We inquired about them in ***** in 2017 for my father who is now deceased. They continue aggressively marketing and sending materials addressed to me at my relatives address.Business response
01/18/2024
We have asked our sales and marketing department to remove your address from our mailing lists. Thank youCustomer response
01/18/2024
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,
*********************Initial Complaint
01/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My mother was a resident in Brookdale Senior Living Stonebridge in ********* **********. She passed away on September 16th and I had moved her out of the living facility on September 18th. I am due a refund for the rest of the month. I have contacted them multiple times and they don't return my call to tell my why it isn't refunded. When I call them they say they contacted the home office but I have yet to receive any refund. Her name was *******************.Business response
01/11/2024
We've been notified that the ******** caseworker has reached out to you and explained the amount due to Brookdale is valid. Any other questions or concerns you have should be directed to the caseworker. Thank youBusiness response
01/11/2024
Please change the Brookdale Senior Living contact from ***************************** to Family Connection. Thank youInitial Complaint
12/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The assisted living facility ********** in Monroe, Is where my grandma ******* lives there. She has no working furnace in her cottage and only has a small gas heater. She is 100 and needs the heat. We have repeatedly asked to have this fixed. There are outlets in the cottage that don't work. We have continually asked for help. We need help from you. Thank youBusiness response
12/20/2023
On 12/12/23, a furnace technician tested the furnace output and confirmed it was working properly. If issues are experienced again, please reach out to the Executive Director. Thank youInitial Complaint
11/17/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I am POA for my aunt. She was living at Brookdale ********. Her belongings were moved out of the room on 11/3/23. The room was empty on 11/24. I had an automatic withdrawal set up for her that was taken out of her bank account on the first of every month for about the last 5 years. The current administrator, ***********************, will not return my calls or emails regarding a refund for the remaining days of November. We need to pay for her new upgraded care at a different nursing home. The monthly withdrawal is nearly seven thousand dollars.Business response
11/20/2023
A refund was requested on 11/17/23 and will go out in today's mail to your address listed on this complaint.Customer response
11/30/2023
I couldn't open the request to see if the dispute was resolved. However, it wasn't resolved because my cmplait involved this facility's administrator not answering emails or phone calls. I reached the corporate office who did address the issue but not Brookdale ********.Initial Complaint
11/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My Father was a patient at Brookdale ***************** Rehab. They had just recently transferred him to the 3rd floor and then there was a Covid outbreak on the 3rd floor. There was no mention of providing patients who did not have Covid with the Covid vaccine. My father got ***** on September 21st. He had a high fever and was throwing up during the middle of the night. There was no mention from the on-call doctor or nursing staff to transport him to the Hospital. Instead, he was given medication. My father had a permanent feeding tube and weak immune system. In the past they transported him to the hospital due to a mild pneumonia, but no effort was made to transport him to the hospital with a high fever and vomiting. My father passed away on September 22nd at around 5:20am. I believe he should have been transported to the hospital and the doctor and on-call nurse did not act appropriately but rather ignored the signs and I would like the rehab center to adjust the current bill of $14,443.87 to reflect a zero balance..Business response
11/17/2023
We take your comments seriously, and the executive director has left you a message to discuss your concerns and balance on the account. Thank you.Customer response
11/29/2023
Complaint: 20848895
I am rejecting this response because I returned the call from the executive director on 11/20/23 and have not received a response.My 87-year-old Father with a feeding tube should have been rushed to the hospital when he started throwing up as this was a sign that something else was wrong with him. Clearly, Brookdale should have known what to do as they sent him to the hospital when he had a mild pneumonia and should have done it this time when he was throwing up.
Sincerely,
***********************Business response
12/07/2023
Multiple attempts have been made to contact you and messages have been left. Please return the call of our representative that left the messages at your earliest convenience. Thank you.Customer response
12/08/2023
I received a call on 11/17 from ********************* which I returned on 11/20/23 and had not heard back until yesterday when he called and left me a message. I returned his call today 12/8/23. Also, ******************* called me today 12/8/23 and I returned his call. I am waiting to hear back from both of them. To note, I have not received multiple calls as Brookdale states that I have not returned and have data to back this up.Customer response
12/19/2023
This issue has not been resolved. ********************* from Brookdale and I are meeting this morning to discuss. This complaint must be left open until resolved.Customer response
12/19/2023
Hi BBB,
Please advise if this complaint can remain open or if I need to put in another complaint. Brookdale and I have not reached a resolution and I have additional information that I would like to share with you.
Please let me know.
Thanks,
***********************
Initial Complaint
09/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My parents live at Brookdale-Chanate in **************. Their life alert watch system has been down for approximately 6 weeks! I can understand a system going down for a day or 2 but 6 weeks? This is neglect and it is just a matter of time before someone gets hurt or dies because nobody knows they have fallen as their alert watch won't work. My mom passed out last year while there and my 94 year old dad was able to hold her from falling and only had to wait a couple minutes for staff to arrive and call 911 as he was able to push his watch. Residents don't have the ability to always get to a red pull chain in the bathroom or bedroom. This needs to be resolved and fixed immediately before someone gets hurt. This was a provided service that I was happy to have available for my parents but now concerned something could happen and consequences worse without the art watch system working.Business response
09/21/2023
The Executive Director has been scheduling additional staff to monitor the residents. The call system has been worked on all week and is now up and running as of this morning.Customer response
09/27/2023
Better Business Bureau:
A life alert system should not be down for 7 weeks! Emails did not go out telling residents that the system was down or that it is back up and running. Only the few who attended a town hall recently were told the system is back up and running. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
08/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My father was moved to Brookdale ****************** at the end of June. Since then we have had issues with basic care needs that we were not only assured were to be taken care of but paid to have taken care of. This facility charges a fee based on the level of care each patient is to receive. We paid for a higher level of care due to my fathers limited mobility. He is supposed to receive a shower twice per week and has NEVER received a shower twice per week. He is to receive a sponge bath on days he is not showered and has never received this either. He was been left in the bathroom on the toilet for up to 2 hrs because they didnt have people to help him off. My father was left in bed until 11am because they didnt have time to get him up and dressed. He was given the incorrect medication and was not in a room that was ADA ********* even though the facility was aware of this wheelchair. He was also injured while being transferred because the care givers are not trained properly in transferring.Business response
08/24/2023
After receiving your correspondence of 8/14/23, we reached out to **************** and discussed her concerns. We were able to reach a resolution of this matter where we issued several credits to Ms. ******* fathers account.Customer response
08/25/2023
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,
*****************************
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Contact Information
Customer Complaints Summary
65 total complaints in the last 3 years.
28 complaints closed in the last 12 months.