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ComplaintsforLaurels of Pender
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On January 9, 2024, my uncle ************************* had an appointment with Glass Dermatology in *******, ** at 11am. We were expecting bad weather that day so I called the Laurels of Pender to make sure the appointment was still confirmed. ******* called me back and advised yes the appointment was still confirmed since the bad weather would not start until around 1pm. I left work early that day and drove 1 hour and 15 mins away to meet my uncle at his appointment. After waiting and waiting at Glass Dermatology, the receptionist started asking if he was coming and did she need to call the nursing home, as they were late and the appointment may have to be rescheduled. I then called Laurels of Pender and ******* was not available but another worker went and checked and ************************* was still in his room. After confirming just hours prior, I still wasted hours of my time for nothing. On May 15, 2024, ************************* had another appointment at the same office in *******, ** at 1:30pm. The appointment was confirmed the week prior by *******. Again, I left work and drove 1 hour and 15 mins from my home to this appointment in *******. Again, I waited and waited and no van showed up with *************************. I called the nursing home and was given the run around for about 20 mins. Was even hung up on so had to call back two times. After waiting someone answered and said the appointment had been canceled that morning. Not one person took into consideration to call ******** family to advise of this. Laurels of Pender incompetent workers failed me again and wasted my time and money. Twice they have cancelled appointments and not once was considerate enough to advise me. This has got to stop. Someone needs to handle this because there is an issue somewhere with the communication. They dont care about wasting peoples time and has cause me to miss work and waste gas twice for no reason.Business response
05/16/2024
Hello,
I called and spoke with ***************************** on 5-16-24 regarding this concern. It was a very pleasant conversation and we apologized for the prior issues. We also discussed the plan moving forward. Education was provided to transportation on the plan moving forward as well.
Customer response
05/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.