ComplaintsforJunction House Sober Living and Recovery Homes

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 25, 2022 I arrived at The Junction House in Warminster, PA. This facility is portrayed as a sober living house with therapists and IOP available and as their website states senior sober members available when needed. I just finished alcohol rehabilitation 1 week prior and really needed the support from this sober living facility. When I arrived I met the owner/director and paid the money that she requested in cash $1395. Our conversation was quite short, I asked when I would start IOP and meet my therapist? She plainly stated to me that I would have to find my own therapist and IOP! She didn’t offer names or anything of local therapist or behavioral medicine facilities either. I felt betrayed from that point on! She got ready to leave the house and introduced me to one of the members *******, I was told she would help me get settled and answer any questions. The director left, ******* showed me my filthy room and then she left! I had many questions and was disappointed by the looks of the bedroom, it was nothing like the website showed! It was dirty, there were bugs on the floor and no sheets on the bed like I was told there would be. The shower was full of mildew and the drywall was coming off of the wall. I was so scared and felt all alone, I didn’t understand because this was supposed to be a place of safety and support and it definitely wasn’t either! When I awoke the next morning after only sleeping for 3 hrs I talked with another resident who informed me that we had to find our own therapist and IOP. After talking with my mom and my therapist from my rehabilitation center I decided to leave. I messaged the director and told her about my concerns and fears and about the misrepresentation of her website. She didn’t seem to care even though it took a while for her to return my text. She in short refused to return my money even though I was there less than 20 hrs! I’m very upset and don’t want anyone to go through what I did, please help

  Business response

  11/19/2022

  This email is in response to the above complaint. I have also attached photos of texts with this client, showing that I quickly addressed her texts.  Start with the last attachment.

   

  She did not arrive 8/25/22 as she stated, but on 8/15/22. *** ****** left a deposit, and I had numerous conversation with her, prior to her arrival seven days later, about our protocol.

   

  My sober living homes are not portrayed as having therapists or IOP Clinical therapy. I have had the same website for the last 9 years and you can read that we are “affiliated” with places that offer those services if needed. I also verbally told *** ****** that I would recommend **** ******* if she wanted to do IOP since it is only one block from my sober residence. I receive approximately 10 calls per day from possible clients who want information. I have said the same thing to every client for the past 9 years as to what we offer as a sober home or where I can direct them for additional help, which most of our clients choose to get. To date, we have helped close to 900 women.

   

  *** ****** was scheduled to come to me on 8/15 at 7:30-8:00pm (see text). Still waiting for her, at 8:09pm, I texted for her eta. She said it was 9:45pm. Never did she reach out letting me know she was going to be 2 hours late. She did not arrive until 10:15pm. We reviewed the contract, signed it, and she paid me. In our fee contract, I verbally told her, along with it being highlighted and in bold print that, “there are no refunds in the event you relapse or choose to leave on your own.” We teach accountability and financial commitment to our clients. She signed the contract. It is also disclosed on our website about all fees are non-refundable, as we turn away other possible clients wanting to come to us.

   

  Per her complaint, she never asked me when she arrived, “When would I start IOP and meet my therapist.” If she did, I would have gladly referred her and give her the contact info of who we are affiliated with, as most of the girls residing in the home go to IOP and have therapists.

  Due to it being very late at 11:00pm, I then introduced her to our house manager. The room was not filthy as stated, as we have a strict daily chore duty policy, and coincidentally my house manager owns a cleaning services business. The “Farmhouse” bedroom is exactly as shown on our website (see attached photo).

  *** ****** also contradicts herself on her complaint. She said that I “plainly stated” the evening of her arrival, that we do not provides IOP or therapists, yet she says she was “informed’ by another client the following morning that we don’t provide IOP services.

   

  The following morning, I texted her at 9:56 am (see attached) just to see how she was doing and if she slept well. At 1:03pm, she texts me saying she is leaving (see attached for entire conversation), and I told her I was 3 minutes away and to please wait for me so we could talk in person. When I arrived, she had already left. I immediately called her emergency contact, which was her sister ******, along with her mother, and they both said that they are not surprised, that they wished that she stayed and that this is her normal behavior to “cut and run.” We all tried to call her, but she would not answer her phone.

   

  She also says in the complaint about me, “She didn’t seem to care even though it took a while for her to return my text.” She texted me at 1:03 while I was driving, and I responded at 1:13, along with telling her I would be at the house in 3 minutes. I personally feel that is a prompt response.

   

  As you can see from her texts, there seemed to be other reasons why she wanted to leave. I also told her I could have moved her to another one of my newer homes on 3 acres, but she did not give me the chance to address that. I really liked *** ****** based on our previous conversations and truly thought we could help her, as I know she had extremely high anxiety and health concerns with her father. If she only gave us a chance. I also offered to credit back the fees to her if she would like to come back to Junction House after she received the higher level of care that she thought she needed.

   

  Junction House is rated as the best in the area and I pride myself on our successful program, helping women in recovery long-term, and our beautiful restored farmhouses. I have clients that have been with me for over a year and are doing great. I actually just opened another home for those ladies, who are ready for less structure yet still want to be a part of Junction House.

  I truly hope *** ****** is doing well in her recovery.

   

  If you need any clarification on the above, please do not hesitate to contact me.

   

  Regards,

   

  Debbi A*****

  Executive Director

  Junction House Inc

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