Complaints
This profile includes complaints for Life Care Centers of America's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 7 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:02/21/2025
Type: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.
My father was a resident at Life Care Center Wellscrossing, and we paid out of pocket for his care. Upon discharge, they refunded us less than $100.00. However, after discussing it with the Executive Director, *** ****, we discovered that they owed us over $3,000.00 for neglecting to hold a bed (that was already paid for) for my father while he was in the hospital. This refund would never have been issued if I hadn’t brought it to their attention.
In addition to the $3,000.00 that was owed, Life Care Center Wells Crossing also owes us $14,000. While my father was in the hospital and not under their care, the Business Manager, ****** ******, reached out to my family, requesting payment for July 2024. The amount she requested was over $14,000.00, which she claimed was a “bed hold” fee. She assured me, in an email, that they don’t bill patients for days they’re not in the facility and any over payment would be refunded upon discharge. Fast forward to discharge, and they’re still refusing to refund the $14,000.
Business Response
Date: 02/27/2025
We appreciate the customer bringing this issue to our
attention. After communicating with the customer this issue has been
successfully resolved to the satisfaction of all parties.Customer Answer
Date: 03/05/2025
Complaint: ********
I am rejecting this response because:I will accept this as a response when I receive my refund.
Sincerely,
******** *****Customer Answer
Date: 03/06/2025
I received the refund today. I now consider this matter resolved. Thank you for your assistance.Initial Complaint
Date:04/01/2024
Type: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.
My husband was in this facility twice. He was in for seven days in August and December. He was not a resident; he was there for Restite. He is not able to move his left side well, and he is in a wheelchair. They told me to bring his medications, which I did. A month after each stay, I was charged for medications from their pharmacy ($30). They had a list of all the medications they ordered. They were all his medications that they had in hand. I called to see why I was being charged for this since I brought his medications. I was told they would take care of it. After his December stay, I also received a bill from the doctor for $390 for an exam. I asked my husband if he saw the doctor during his stay, and he said he did not. The staff says there is no reason for him to have seen the doctor. They are still charging me for all these charges. I have spoken to people at the facility, the national level and the district level. I am not receiving any return calls or emails at this point. I want to resolve this issue.Business Response
Date: 04/16/2024
We appreciate you bringing this to our attention. We are in the process of reviewing the records now and will be in touch soon with a response.Business Response
Date: 04/18/2024
We have completed our internal review and the matter has been resolved to the mutual satisfaction of both parties.Customer Answer
Date: 04/20/2024
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
Date:02/28/2024
Type:Status:AnsweredMore 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.
In 2023, my mother was treated in this facility for skilled nursing following a hospital discharge. The neglect was so abhorrent, I made an APS report.
As part of the resolution, my mother was immediately transferred to another facility and we were issued a refund of $2000 sent by check to our home address. Per our agreement, I removed the ****** review describing the neglect and the subsequent APS report.
A few months later we received a bill for this amount. I called, spoke with their billing office, who confirmed we were sent this check but didn't understand why it was suddenly coming up as owed. She said she would get back to us.
She never did and we keep getting bills with a threat of collections. When I call the main line, I am transferred to a voicemail that is full and immediately hangs up. I have never been able to reach anyone in their business department. I would like this matter to be resolved. I do not owe any money.Business Response
Date: 03/06/2024
We appreciate the customer bringing this issue to our
attention. After communicating with the customer this issue has been
successfully resolved to the satisfaction of all parties.Initial Complaint
Date:07/31/2023
Type: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.
Garden Terrace owes us a refund of $3,880.28. My father, **** *** ** (for whom I have DPOA), had been a patient there until May 13th. On 5/4/23 we paid $8,587 for the entire month of May to cover his room and board charges. (The invoice for May is attached...please see the "May Invoice" jpeg.)
However, my father ended up being transferred to another facility on May 13th. Thus, his stay at Garden Terrace ended that day and we are therefore entitled to a refund for the remainder of that month. This amounts to $3,880.28 as seen in the "Page Two" jpeg.
The office manager, ******* *******, has acknowledged this fact (that we are entitled to the refund). However, we have been told a half dozen times thus far that the payment will be "in another two weeks" or "another month". The goal post seems to keep moving. She promised to call me back with updates about the refund status, but she has never - not once - called back. I can provide the dates that I called her, if needed. The last two times I called, she didn't even answer.
This is very frustrating since my father's medical bills, and room and board at the other facility, continue to pile up. We don't understand why Garden Terrace seems to be refusing to pay us the refund. We are just getting a runaround. Please assist.Business Response
Date: 08/10/2023
We appreciate the customer
bringing the issue to our attention. After communicating with the
customer this issue has been successfully resolved to the satisfaction of all
parties.Customer Answer
Date: 08/10/2023
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,
**** *******Initial Complaint
Date:06/16/2023
Type: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.
I was a patient in the Life Care Center of Evergreen and while there the facility lost multiple clothing items by the laundry department. I was told by social services over a month ago I would be reimbursed for the items lost. I have reached out multiple times and rarely received a response or have been put off and told they weren’t sure now if they can replace them. The contact person is ****** ******* *************Business Response
Date: 06/30/2023
We appreciate the customer bringing the issue to our attention. After communicating with the customer this issue has been successfully resolved to the satisfaction of all parties.Customer Answer
Date: 07/02/2023
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,
*** ********Initial Complaint
Date:08/08/2022
Type:Status:AnsweredMore 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.
My husband was admitted to the LCCA facility in Billercia MA on 7/13/22 below is a summary:
1.No alarms on beds-I was told by the NP that the facility did away with them because they we always ringing. If my husband had one, he wouldn't have fallen 4 times in which I wasnt't notified. He had had multiple bruises on his back that no one has been able to explain.
2.Every time the call button was rung it took someone over 15 minutes to come into the room, they would shut the light off and say that they would need to come back and wouldnt return for over 10 minutes. The CNA said they are short help but they are still accepting new patients.
3.I have found stool all over the toilet seat many times and have cleaned it up for my husband, I notified the nurse she said she would call Maintenace, I didnt clean it and it was left for over 24 hrs.
4. I showed the nurse my husband's urine that looked like orange juice she said she would report it to the MD. On Monday 8/1/22 I asked the nurse practitioner if she was aware, and nothing was noted. She placed an order which I assisted my husband for a sample and gave it to the nurse it took them 4 days to send. On 8/7/22 they noted it was "contaminated' and would need another sample for testing. He has had confusion, agitation and memory issues all week because of this, which many non-medical professionals know is a tell tale sign of a urinary tract infection
5.I have had to leave work and spend 4-5 hours everyday to ensure my husband receives meals. When I visit he is always laying in a bed soaked of urine, when I notify the CNA they change the diaper but dont wash him. If I wasnt there what would happen?
6.I was told by one of the nurses that he is not the only patient but he has a roommate and I see no care being given to any of the patients, the nurses do not do rounds
7. I was told that there is only one full time nurse the rest are per diem, this facility should be shut down. Im certain that no patient has improved.Business Response
Date: 08/23/2022
We have had two phone calls with ***** and we have addressed and discussed the concerns mentioned.
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