Business ProfileforWalking Horse Meadows

I have been working with Walking Horse for the past few months to help my mother find an appropriate placement for my stepfather, whose needs had surpassed what my 81 year old mother was able to provide. We had finally navigated the placement process and were days from having him placed in their memory care unit when he was unexpectedly hospitalized and subsequently passed away. He was initially cleared by them to take occupancy of his shared room on June 30, but I contacted them on June 29 to let them know he had been hospitalized on June 27 and was not going to be able to move in as scheduled. He passed away on July 3 and I notified them that day. When I contacted them via phone on July 5, I was told my mother would be reimbursed the rent she had paid for the period of July 6-July 30 but would be charged the rent from the date she signed a contract until they were notified on July 5. I felt like she should have not been charged for July 4-5 since I notified them on July 3, but I did not want to haggle over a few days' rent. What I did not understand is why his community fee of $1,000 would not be reimbursed since he never took occupancy and never utilized their community. I have called to inquire who I can speak with to challenge this decision, but my phone messages are not returned. Obviously $1,000 is a large sum for a now widowed woman who is faced with funeral costs and a reduction in monthly household income, so I'd like assistance in attempting to secure this refund payable directly to my mother.