Business ProfileforCapital Senior Living

September 27 - ***********************. My family and I were directed by the director of nursing that my grandmother, Ola W****** was suited for assisted living. Within a few hours of her being there, she fell and broke her pelvis and was moved to the hospital and then declined into long term care. The director of nursing never contacted anyone in the family, we found out from a nicer employee. The manager on duty was terribly rude and unsympathetic. After a few days in the hospital, doctors determined she was unfit for assisted living and would not release her back. We terminated her lease, let the business office know, and vacated her apartment. The next week, her account was withdrawn for the next month's private pay rate (my grandmother was admitted Medicaid pending). After a panicked call because my grandmother's account was near empty, the business director, Kathryn Gorum was not helpful and extremely rude, refused to process a refund and made us fill out a W9 which could affect her medicaid and have the corporate office pay my grandmother back as a vendor. It's been a week and no update. We cannot pay her new long term facility due to the incorrect withdrawal from ********** and the refusal to reverse the withdrawal. Three complaints here - the director of nursing directed my grandmother to an inappropriate level of care which resulted in her breaking her pelvis and the refusal to process a refund and treat her like a vendor. The last complaint is the staff needs training in customer service, empathy - they are running an elderly program that requires this skill set.