ComplaintsforCentury Park Associates, LLC

• Initial Complaint

  06/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  March 1, 2022, my mother was admitted to IU West, from Independent Living, at Westside Gardens. She was released to Westside Skilled Nursing, March 17, 2022. She was assessed for  Assisted Living April 4th. Contracts for Assisted Living were signed April 8th. I asked that anything remaining in the Independent unit be scrapped April 11th. They explained there would be a charge and that was charged / paid on May statement, On April 29, 2022 I was notified that I had not conducted a walk through with Maintenance of the Independent unit and would be charged the full month of April, as well as 3 days in May. I do not find any information in their handbook that a walk through is required. I sent an email to the Executive Director May 6, 2022. We met in person and did not come to a resolution. In September 2022, I contacted Assisted Living about Martha's injuries. They requested a meeting September 28th, and explained Martha would need to move to the Skilled Nursing area of the complex; this needed to be done quickly but was not urgent. Less than 24 hours later they explained Martha would need 24 hour care beginning that evening until her move; otherwise they would wheel her to Skilled Nursing that evening. October 12th I sent an email to Executive Director, Marque M*******, requesting several documents, including physician statement regarding immediate removal, copy of medical records and notice of legal rights and state and local advocacy information. Because I did not receive a response I followed up with another email October 16th. Marque explained he would send to his support team. Because I had not received any response I followed up with an email March 31, 2023. Marque stated he had not heard from support team but would do so that day. It is June 15, 2023 and there has been no response or resolution from my concerns, originating 14 months ago. I have attached those emails and a more thorough description of dates, documents, monies and concerns.

  

  Business response

  06/22/2023

  Our Support Center team will be reaching out directly to ***** **** to address all concerns documented in this complaint. We take these concerns seriously and will work on resolution with ***** ****.

  Customer response

  06/22/2023

  
  Complaint: ********
  
  I am rejecting this response because: The response states they will contact me. I have been requesting information / resolution for over a year. I ask that this complaint remain open until I have been contacted. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother, ******* ******, lived at Garden Plaza in Collegedale, TN for 5 years and move to the The Bridge Assisted Living at Ooltewah, TN (both are owned and operated by Century Park Associates) on May 3, 2022. On Sept 26, 2022 she discovered 3 bugs in her bed, put them in a small capped bottle and showed them to me when I picked her up for a doctors appointment. I called Caleb L** the Director to see if we could speak with him upon our return. We showed them to him and asked if they could possibly be Bed Bugs, as we had never seen any before. He took them directly to his Maintenance director Chris to set up a Pest Control Treatment. Terminex has treated my 94 year old mother's apartment multiple times, =she was moved out of her apartment to an efficiency apartment for 2-3 weeks while they treated it in the fall. After the first of the year I took her from the facility to a motel where we stayed 2 night, bought a new box springs, and new mattress while Terminex again treated her apartment. Six weeks later she again noticed a recurrence of bed bugs in her bed. We removed the mattress cover on the box springs, treated the box springs and put on a new box springs. We have spoken with the Director each time, also the maintenance director, letting them know the bed bugs continue to recur. I have spoken with Maintenance at Garden Plaza where my mom live previously and he says there were NO bed bugs there after she moved, and she never had them while there. The Bridge denies any responsibility stating we brought the bed bugs with us, saying no one else has them. I have to continually remind the Bridge to follow up on the treatments & to check if the bed bugs have recurred. We pay over $5,000.00/month for our mother to live there, she has mild dementia and I live 1 1/2 hours away from her. I communicated with the areas Ombudsman and followed her directions. This has been going on for 9 months and we are not making ANY head way. Any suggestions????

  

  Business response

  06/08/2023

  Our Support Center team is working directly with this community to problem solve a solution. We will call ******** directly to expedite this concern and will communicate directly with the ****** ****** on these concerns. We take this concern extremely seriously and know this has been a challenging situation. We will work on an immediate resolution.

  Customer response

  06/13/2023

  
  Complaint: ********
  
  We are in the midst of working out the details of this complaint.  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  05/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  See attached invoice dated 02/23/2023 showing a due date of 03/01/2023 Account # ***** My mother was a resident of this facility and passed away there on 02/03/2023. I received an invoice that shows a credit of $1104.82. I have asked numerous times (phone and email) about obtaining a refund. The only responses I have received are "We are looking into it". It has been 91 calendar days since invoice date with no resolution.

  

  Business response

  05/30/2023

  The facility notified the Support Center but due to transition in the office, this refund was not processed timely. A refund check was issued and mailed to Mr. ******.

  Customer response

  05/31/2023

  
  Complaint: ********
  I am rejecting this response because:

  1.) Your response was to Mr. ******

  2.) The check did not include late fees, that you normally charge your clients.
  Sincerely,
  **** ******

  

  Business response

  06/06/2023

  We apologize for the incorrect name being listed in the response. A full refund check of $1104.82 as shown on the invoice attached was issued to **** ******. No late fees were noted on attached invoice and have never been assessed to this resident or family member at this facility.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Continued issues with monthly billings at Mayfair Village Ret. Ctr since Dec. 2022. Have had numerous conversations and emails with NursDir and ExecDir about incorrect care plan information on billing. Emails sent regarding billing errors: 10/31/22 – Requested transfers and 2-hr checks be added to care plan for parent adding upcharge to regular billing of $250/mnth. 11/13/22 - sent email requesting 2-hr checks and transfers be removed from care plan as of Dec 1 12/4/22 - sent email explaining care plan had not been changed - incorrect billing 12/30/22 - sent email explaining care plan had not been changed - incorrect billing 1/1/27/23 - had care conference regarding new levels of plans developed by corporate and change in care level to 2 additional levels. Shortly after I reviewed the care plan written and discovered several discrepancies. Was assured they would be changed. On 2/21/23 found greater discrepancies and a completely different care plan document. Assured it would be fixed. 2/1/23 - incorrect billing without current care plan 3/2/23-received March billing in the mail for approximately $1800 more than I was supposed to pay in February. Additional care level added without my knowledge or signature. Again, sent email to Nursing and Exec Dir requesting explanation. Received reply was that there was not a business manager and the Exec director would handle it. Now 21 days later no response from either party. Reached out to Century Park on 3/22/23 with no response. I WANT AN EXPLANATION AS TO THE ERRORS ON THE MARCH BILLING AND WHO IS GOING TO CORRECT THIS.

  

  Business response

  04/10/2023

  The Regional Director of Operations and Regional Director of Care for Mayfair Retirement was held on Wednesday, April 5, 2023 with ***** ***** to discuss the issues and concerns regarding her mother’s care, specifically with the issue in billing. The underlying issue was the lack of communication or response to calls and emails sent to Mayfair community seeking clarification on resident’s level of care charges. The previous business office director had let the family member know that she would bring these concerns to executive director but this did not occur and the business office director is no longer employed at the community.
  
  Regional Director of Operations waived all past due balances on account and a new care plan was had with resident for which daughter ***** ***** signed off on. The new individualized care charges assessed and agreed to in care plan meeting will begin May 5, 2023 statement.
  
  Amber M***** ******** ** ********* ******** *** ******** **** ***** ******** **  * ********** ** ***** ** ***** ******** * ** ***** ********

  Customer response

  04/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The sentence made about the previous business office manager relaying the information to the executive director is a total untruth and that was never discussed with me at any time. The problem was with the Nursing Director not relaying the information to me as she is the one who CREATES the care plans. I will not accept her shifting blame on someone else when she and the executive director were both asked by me on several occasions for explanation. I have emails supporting this that were attached to my claim  
  

  Century Park’s regional team has offered to redo the billing issues but I have yet to see that. Request that Century Park delete the lies, apologize for them and I will review again. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  03/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband was in this home and passed away august 31st. Since then I have been sent two invoices showing I have a credit/overpayment. I have called four times to get my credit reimbursed. Please see attached the last statement, along with my current notes for this month.

  

  Business response

  03/22/2022

  Business Response /* (1000, 5, 2022/03/18) */ Thank you for bringing this to our attention. We have contacted the community and a refund check is being processed. Consumer Response /* (2000, 7, 2022/03/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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