ComplaintsforExquisiCare Inc.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business provides 24 hour care for people who can no longer live independently. It requires a first and last month's payment with 30 days written notice if going to leave. We were verbally asked to find an alternate home for my mother to live in as she was too vocal for their home and didn't fit in with the environment they are trying to keep. Companion care was requested by them for an additional 4000+ per month to keep the vocalization down. We sought out places to move my Mom but were limited with the choices because of her situation and decided to bring her home with in home care and gave one month's notice but said it will probably be sooner than that. The company said they would only give our last month's rent back if they had given us a written eviction however an email from them stating we need to find a solution "sooner than later" and vocal questions as to how are things coming along to find a place made us feel uncomfortable, not welcome and not wanting to stay any longer than necessary. This is an expensive private pay home that has the capacity for ten resident occupancy. They are going to keep our $8400 because we did not give thirty days notice according to the agreement and because they did not give a written eviction but we were asked to leave verbally. We feel the 30 day notice should be exempt as they were breaking it by asking us to find a place sooner than later and was an unethical business practice. We want our last month's rent back.

  

  Business response

  07/06/2022

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

   

  Hi ******

   

  Thank you for forwarding this information to us.

   

  Please find below a response to the written complaint.   

   

  Yes, we had been working with this family to make alternate arrangements for the client.  However, at no point did we insist that they needed to move her immediately.  We provided multiple options for alternate care, and this family was evaluating these options.   They did provide us with indication that they were looking to move their mom home with home-care and intended to do that for the end of May.  No official notice was given, however we assumed they would be moving sometime in May and therefore confirmed a client off the waitlist to move in for June 1^st.  The client family then provided formal notice very abruptly, and only two days before the end of April and indicated they expected the May (last months fee) to be returned. There is a very clear written contract in place that outlines 30 days notice and as such, this last month’s fee is non-refundable, and will not be refunded.  

   

  Kind regards,

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

  Mayors Award of Excellence 2017

  Global Woman of Vision 2014

  Top 20 Visionary Business Leader in Edmonton 2013

  

  Business response

  27/06/2022

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

  Unfortunately , this family doesn’t fully understand their situation and all that we did to try and help them.  Because this lady was not a Canadian citizen, she would not be accepted to any government funded facility and no other private facility would take her because of the unfortunate vocalizations.  Their only other option was to admit her to acute care, where they would have been charged $2500+/day as an out of country patient.  We did all we could to prevent them from having to go that route. We were patient and kind as they worked out their options.  We can not refund a last month’s fee with only 2 days notice and that is very clear in our service agreement.

   

   

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

  Customer response

  28/06/2022

   
  Complaint: ********
  
  I am rejecting this response because:
  I am rejecting this response because I was verbally told that $8400 would cover all costs for my Mom at Windermere Manor per month and after a few months that changed and I was forced to pay for companion care, this was an additional $4500 dollars a month!! I was never told that if something changes with my Mom's behavior that this may be required. Yes being that my Mom came from the states we were very limited, we could have paid $25,000 per month at Points West in Drayton Valley for non residents fees, acute care for $75,000 per month wasn't her only ooption but who would pay either of these rates if a private pay home wasn't available? Exquisicare suggested one place, ONE! and that was also in Edmonton at Westmount where they had the entire 4th floor made into independent apartments where my Mom wouldn't be heard so as to not to disturb others. They would check on her every two hours which is a very sad situation for an 86 year old stroke patient with no family nearby. All of these other so called places that wouldn't take her because of her behavior is news to me, I was unaware that Exquisicare sought out places for her? They prodded me everytime I went in to visit my Mom to find out if I found somewhere for our Mom, and I ask you this, who would want their parent somewhere where they weren't wanted? Who would have their parent stay one day longer if they had found a solution? They have a verbal eviction by stating we needed to find somewhere "sooner than later", said they hadn't had to do this very often but once had to ask a 93 year old to leave. This home is for dementia patients and stroke patients have dementia behavior so why are they not supporting them properly? I do not believe they made any phone calls to seek care for my Mom they just kept asking me if I had found an alternative. I gave 30 days notice mid April and left April 30th, that's two weeks. I called April 25th to say I would be picking my Mom up April 30th and that's because I had required medical equipment arrive that I needed for homecare for my Mom. They mentioned they have to paint and sanitize my Mom's room before renting it out again and that could go into the first or second week of May then I want that half of my Moms money back because the room can not be inhabited anyway. A verbal asking to find a place "sooner than later" is as good as written in my books as I take a person's word and my Mom was not welcome there. The agreement is void after asking us to find something soon. That's all I have, I feel like this thread keeps going round and round. Their staff ratio is one aide to 5 patients, clearly with an incredible ratio like this they should be able to handle people but this was not the case.
  Sincerely,
  
  ******* ****

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