Complaints

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• Initial Complaint

  Date:01/23/2025

  Type:Billing Issues
  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 mother, ****** ********, was hospitalized in November 2024 and then transferred to The Laurels of Willow Creek (***************** Midlothian VA *****) for skilled nursing care. Her HMO paid for her to be at The Laurels 12/1/24 - 12/11/24. We were notified she needed to leave The Laurels by 12/12/24 at noon. I made plans to transfer her on the morning of 12/12/24.On 12/12/24 at 8:22am The Laurels called me. They said they would give ****** ******** a long-term nursing home bed at The Laurels, and that they would manage her transition to ********. They said there was no need for me to pick her up that day. They said the plan was for us to deplete her small savings by paying $310/day (or $325/day) to The Laurels. When her savings had decreased to $2000, The Laurels would help us apply for ********. During the 45 days it takes to process the ******** application, The Laurels would not be paid, and then afterwards they would be paid through ********. On 12/17/24 The Laurels Administrator informed me by phone that The Laurels had never told me they would give ****** ******** a long-term nursing home bed. The Administrator told me that ****** ******** owed them $325/day starting 12/12/24. We transferred ****** ******** out of The Laurels within 36 hours of that phone conversation. Had The Laurels not lied to us about giving ****** ******** a long-term nursing home bed and transitioning her to ********, WE NEVER WOULD HAVE KEPT HER AT THE LAURELS FOR EVEN ONE DAY starting 12/12/24. Why? Because ****** ********** savings is miniscule. She needs every ***** she has to survive. It would have been crazy and irresponsible to pay $325/day to keep her at The Laurels after the *** stopped paying. DESIRED RESOLUTION: The Laurels must remove the $2600 charge (8 days x $325/day from 12/12/24 - 12/19/24) on ****** ********** bill.

  Business Response

  Date: 02/08/2025

  Ms. ******** did admit to the facility under her managed care insurance. ********************** approved her stay until 12/11/24. *********** and her daughter were informed within a few days of admission that her insurance would only approve for her to be here for a brief stay. ******************************* issued a Notice of ******** Non-Coverage. This notice from the insurance company gave Ms. ******** and her daughter a 48 hour notice that her insurance would no longer pay for Ms. ********* stay after 12/11/2024. The facility issued this notice to Ms. ******** and her daughter as soon as the facility received the notice, again giving them a 48 hour notice issued by the insurance company not the facility.
  Ms. ******** did not want to remain in the facility for long term care and could be managed at a lower level of care. This was explained to the daughter. It was also explained that Ms. ******** could stay at the facility until she found a lower level of care at the private pay daily ******* that time, Ms. ********* daughter was given the name of agencies to help her search for lower level of care facilities.
  Laurels of Willow Creek position is Ms. ********* daughter was explained the procedure in regards to Ms. ********* managed care insurance approving her stay. It was also explained the expectation of *********************** approval and that she could live in a lower level of care. Therefore,Laurels of Willow Creek private pay cost is due the facility.

  Customer Answer

  Date: 02/16/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As I explained in the attached document, the $2600 bill is a direct result of The Laurels lie, and apparent fraud.The bill must be written off by The Laurels.
  
  Regards,
  
  **** ********
  
  
  
  
  

  Customer Answer

  Date: 03/07/2025

  3/7/25

  Dear BBB, 

  You requested that I save the Word document as a PDF and reattach it to the complaint. Please let me know if you do not receive the attached PDF, or if you cannot read it.

  Thanks so much,

  **** ********

  Rebuttal to the Response by The Laurels of Willow Creek to BBB Complaint ******** filed by ****
  ********
  A. In their response to this complaint, The Laurels details how they informed Mrs. ******** that her
  insurance would not pay after 12/11/24. They concluded this point saying: Laurels of Willow
  Creek position is Ms. ********* daughter was explained the procedure in regards to Ms.
  ********* managed care insurance approving her stay.
  Our Response: This has not been a point of disagreement. Mrs. ******** and her daughter
  understood she needed to leave The Laurels by noon on 12/12/25.
  B. The Laurels second point states: Ms. ******** did not want to remain in the facility for long term
  care and could be managed at a lower level of care.
  Our Response:
  ? As we outlined in the complaint: We were notified she (Mrs. ********* needed to leave The
  Laurels by 12/12/24 at noon. I (the daughter) made plans to transfer her on the morning of
  12/12/24.
  ? On 12/12/24 at 8:22am The Laurels called me (the daughter). They said they would give
  ****** ******** a long-term nursing home bed at The Laurels, and that they would manage
  her transition to ********* They said there was no need for me to pick her up that day. They
  said the plan was for us to deplete her small savings by paying $310/day (or $325/day) to
  The Laurels. When her savings had decreased to $2000, The Laurels would help us apply for
  *********
  ? Evidence that The Laurels called **** ******** at 8:22am on 12/12/24, offered
  ****** ******** a long-term nursing home bed, and told **** there was no need to
  pick up ****** ******** from The Laurels on 12/12/24.
  ? The social worker called ****. The call is still on ***** phone.
  ? **** took notes during the call.
  ? **** spoke with two people that day and told them that The Laurels had
  called early that morning and offered her mother a long-term nursing home
  bed. One of the people she told took notes during the conversation.
  ? The following week, on 12/17/24 The Laurels Administrator told me (the daughter) by phone
  that The Laurels had never told me they would give ****** ******** a long-term nursing
  home bed. The Administrator told me that ****** ******** owed them $325/day starting
  12/12/24.
  ? The $2600 bill in question is the result of The Laurels calling me (the daughter) on
  12/12/24 at 8:22am and lying to me, offering Mrs. ******** a long-term nursing home bed
  and offering to transition Mrs. ******** to ********* Had they not called on 12/12/24 at
  8:22am, Mrs. ******** would have left the Laurels by noon on 12/12/24.
  ? Therefore, the $2600 bill is a direct result of The Laurels lie, and apparent fraud. The bill
  must be written off by The Laurels.