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Business Profile

Senior Living

Pacifica Senior Living

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Senior Living.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/10/2025

    Type:Billing Issues
    Status:
    Answered
    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.
    We moved my Senior Mother in Law out of Pacifica Senior Living to another senior living facility on 12/31/2024. Pacifica Senior Living is still charging our debit account for rent when we do not live there anymore. We need our money back to pay rent to our new rental home.

    Business Response

    Date: 02/10/2025

    We would like to respond to this complaint but we do not know the name of the Pacifica Senior Living community and the location. Please provide that **** and we will research your complaint.

  • Initial Complaint

    Date:10/18/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    bill for 2434.20 on Sep 3rd, 2 months after we moved out, should have been waived please see attachment, Conditions were so bad we moved her out within the first month. You can see from the other reviews this is not new news, We spoke with several residents that, lived there and they were miserable, but had nowhere else to turn. Felt so bad for them that they had to live out the remainder of their days in misery. Luckily my mom is my number one priority and we had the means to be able to get her out almost immediately. there's not one positive review about this company, I wish that I would have read these before I moved her out.

    Business Response

    Date: 10/29/2024

    We have reviewed this complaint and your request for a billing adjustment. What we have found out is that no rent was originally paid for the month of January which resulted in an outstanding balance. As you have signed a HIPAA waiver; we can release this information so that you can see what we at looking at. Our records indicate that your mom moved into the community on 12/31/23 and you were billed $2,781.94 for January’s rent. You gave notice on 1/18/24 and she moved out on 1/27/24. On 1/20 we charged your account $2,695 for February’s rent, but there was a refunded of $3,042.74 issued on 2/1 reimbursing February’s rent plus a little more. This leaves the unpaid rent for January which is $2,434.20. That is why we have been sending you notices. Please send payment for January rent at your earliest convenience.

    Customer Answer

    Date: 11/06/2024

    I am rejecting the business response because I didn’t have an opportunity to reply within the five days and it closed the account.  I moved my mom all the way from Arizona to this facility with the understanding it was going to be nice I’m three good meals a day and many other promises that were not delivered which I will address in the email.  I sent them several emails and made several calls with no response. The one time I did reach them on the phone, I went over my grievances and she told me not to worry about the bill.  Regarding the $3000 refund, I don’t recall receiving that, any way they can  show a receipt proving that that was returned?

  • Initial Complaint

    Date:11/06/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    This is an independent. senior living facility recently purchased by Pacifica Rental, *********.We have security issues on the weekend as well as other issues. The company refuses to communicate. Does not return phone calls nor respond to emails.

    Customer Answer

    Date: 11/07/2023

    I live at the ****** in *************.

    Business Response

    Date: 11/28/2023

    This reply is in response to complaint #******** which was addressed to Pacifica Senior Living. We would like ******************** to know that we were unaware that there was a complaint filed until today (11-28-23). However, we are quickly responding in order to determine what has taken place at ****** in Mountain View. First, to confirm ****** in Mountain View is an Independent Living community which doesn't necessarily require *************.  The property manager at the community says that they have not spoken with ******************** since October when he complained, in person, that there was no longer a night attendant after 12 a.m. on the weekends. The local manager says that they are in the process of signing an agreement with an afterhours *********** should residents need to reach out. 

    With regard to the "other issues" that ******************** mentions but does not specify, he may reach out to ***************************** personally either by phone or by email:

    *****************************
    Regional Manager
    Tel ********************** | Email  ***********************************************************

    Customer Answer

    Date: 12/12/2023

    Pacifica still refuses to return phone calls and respond to emails. Many residents have tried.

Pacifica Senior Living is NOT a BBB Accredited Business.

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