Complaints

This profile includes complaints for Bonaventure Senior Living's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bonaventure Senior Living

  3425 Boone Rd SE Salem, OR 97317-9336

• 

  Bonaventure Senior Living

  15000 SW Hall Blvd Tigard, OR 97224-7412

• 

  Bonaventure Senior Living

  1767 Alliance Ave Freeland, WA 98249-9494

• 

  Bonaventure Senior Living

  1400 NE Rocky Ridge Dr Roseburg, OR 97470-5673

• 

  Bonaventure Senior Living

  20909 Olympic Pl NE Arlington, WA 98223-4669

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.

• Initial Complaint

  Date:03/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I moved into Bonaventure at ************** on Nov 14, 2034. I needed physical help with my condition. I had contracted Acute Myloid Leukemia and needed help with medications, bathing, dressing , and daily living. My contract with them stated daily vitals to be taken and help with bathing as I was a fall hazard, as well as daily medication supervision and applying. There was a two week period, don't remember exactly when, they were out of *********, which coincided with the chemo therapy I was receiving. When I discovered this, I expressed to the management how important ********* is for my treatment and that I had told them from the beginning how to get it in one day. So I obtained it for them. They were surprised. Other items of disappointment happened I can go into at any time. Bonaventure did not provide the services as contracted for.I lived in the Assisted Living section until Feb 1, 2025 then moved to Independent Living. I was current with the rent and thought there was no problem until the week of 2/16/25 when I was presented a bill for $1800. There was no answer for this and was told she would look into it. Today I received a bill for $6593.46. No explanation.I will meet with them tomorrow to hopefully discover what this mystery is about.

  Business Response

  Date: 03/06/2025

  I received this email on 3/5 and will follow up with the community immediately. Thank you, 

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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.

  My sister has ** and needs help with certain tasks. She moved into Bonaventure ******** on August 30, 2024. She was promised weekly housekeeping because she is no longer able to perform that task. She also needed help in the shower. Housekeeping was paid out of room and board, 2 x per week, showering was extra. Neither happened as promised and paid for. Within only three weeks she and our family decided to move her to a different placement. These are the main but not the only reasons. 1. Extreme and continued neglect to her physical hygiene. In my opinion this neglect easily rose to the level of elder abuse. 2. Total neglect of housekeeping, resulting in filth and a horrible stench that was all the way down the hallway and would hit you in the face upon opening the door causing eyes to burn and water so severely that tears rolled down faces. It was difficult to ****************** was unwilling to correct these unacceptable issues. Immediately after finding out she was leaving the retaliation began . I don't understand the insanity that followed. A friend suggested that because my sister moved out so soon after moving in management may be in trouble for gaining and losing the revenue stream. That doesn't excuse the abuse. Members of senior management removed doors from her apt claiming them to be a safety hazard. The doors were not damaged but they insisted they were. The serious retaliation began against my sisters person on the day she gave her 30 day notice on Nov 4. and continued until the Omnibus intervened. There's so much more to report but there's not room. The end result is that that they charged her $6450. for damage that either did not occur or was managements responsibility to keep the facility in a safe and working condition. (The floors fell apart when used in a normal way.) She does not owe for these bogus charges and will not pay for these bogus damages. We could go to court over this if you insist. Please correct the retaliatory and false charges.

  Business Response

  Date: 01/23/2025

  Dear *****,

  I am deeply sorry to hear about the challenges your sister is facing. However, I believe there may be a misunderstanding. We are Bonaventure ************* whereas Bonaventure of ******** is owned by Bonaventure Senior Living. While we do have senior living assets in our portfolio, we are not affiliated with Bonaventure Senior Living. Please let me know if there is anything further, I can assist you with or if I'm misunderstanding the situation. You can reach out to me directly at **********************************************************************************. 

  Customer Answer

  Date: 01/23/2025

  My complaint was about Bonaventure Senior Living which is based in Salem OR. This response looks like it was sent to the east Coast?

  Business Response

  Date: 02/11/2025

  Hello, I will immediately begin and investigation to bring this complaint to a resolution as quickly as possible. 

  ****** ******, Director of **************** Bonaventure Senior Living. 

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22783357
  
  I am rejecting this response because Bonaventure only said they would investigate; there was no resolution to the fraudulent and retaliatory billing. I have to respond within 7 days or the BBB will close my complaint. If this is not corrected the next step is to report the fraudulent and retaliatory billing to the Colorado attorney general.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/20/2025

  Hello, we have documentation that support the charges for damages, supports the care given to the resident, and the services provided. We will be happy to talk with the complainant, but we feel that the charges applied to the account are appropriate.

  Thank you, 

  Customer Answer

  Date: 02/22/2025

   
  Complaint: 22783357
  
  I am rejecting this response because: My sister was promised two showers per week. She paid for two showers per week. She received five showers in nine weeks. They said they had documentation that proved she had 14 showers total since she had been there. Two weeks later they had documentation to prove she had 11 showers since she had been there. How is that possible??? It's not. Both 14 and **************************************************** nine weeks. That is serious neglect. And how do you account for the missing three showers in two weeks? They also said they had documentation that she refused a shower. She never refused a shower. That's ridiculous. If you only had a shower every 12.6 days would you refuse a shower? Of course not. They also had falsified documents that said she missed a shower because she was out of the building until after eight ******* at night. Also a lie. That never happened. Their "documents" cannot be relied on because of all the falsehoods. The fact is, she paid for and was promised two showers per week and received one shower in 12.6 days.

  They removed the doors from my sister's apartment a few days after they discovered she was moving out a few weeks after moving in. I don't understand why they decided to do that either. I think that was a bizarre thing to do.They said the doors were a safety hazard??? Doors are a safety hazard? Interesting. She had lived in that apartment for several weeks and the doors were not a safety hazard but within a few days after learning she was moving out they suddenly became a safety hazard? The building is five and a half years old. Presumably the doors were not a safety hazard all this time. Yes I realize that her moving in and then out in such a short period of time made them look bad, but that was their fault for not delivering the paid for and promised services.

  She left because of severe neglect and a filthy apartment that they were responsible to clean weekly and were paid to clean weekly but did not. Also because of their neglect of cleaning the apartment there was a terrible stench. Can you understand why she left?

  Back to the doors, they were not damaged when they were removed from her apartment but they said they were. I asked for pictures of the damage twice but never received them. I asked several times to see the doors so I could assess the doors. I was refused every time. All they would say was they're in storage. Me, you say there's damage to the doors. I need to see the doors. Them, they're in storage. And so on and so on. Of course they couldn't let me see the doors because they backed themselves into a corner by insisting on damage that was nonexistent. They are doors. If they was damage (there was not) then they would simply open the door to STORAGE and let me see the non-existent damage. The final time I brought up the doors was at a meeting on November 1st 2024. ****** said, and I quote, "We removed the doors from ******* apartment and put them in storage. They are going to stay in storage as long as she's here. When she moves out we'll put them back in the apartment." Ok, let's think about this, why would they put doors that they claimed were so severely damaged that they charged my sister $2,000 to replace and also were going to replace those same doors into the same apartment when she moved out? Also the fact that we were consistently refused all requests for proof of the (non-existent) damage. I requested pictures (when I was refused access to the doors) twice from ******. Although she said no problem, she never provided pictures. There was no damage to those doors when they were in my sister's apartment and under her control and she is not going to pay you $2,000 for non-existent damage for door ****** told me we're to be put back in the apartment after my sister left. It was ridiculous to remove them in the first place. 

  The facility is responsible to keep the facility in a safe and working condition. When the flooring falls apart when used for it's intended purpose and in a normal manner, that really is a true safety hazard. This safety hazard was well known to your staff. I've seen them walk over to the flooring that was in the middle of the room and move it back were it belongs. They should have reported it and had it corrected immediately. They should have put signs up until it was repaired.They did not .There's a maintenance man in the building. There's no excuse. They're extremely lucky someone did not slip and break a hip on this ignored, but we'll known, safety hazard.I don't know how long they allowed this safety hazard to exist but I know that, at minimum, they ignored this safety hazard for three months. Keeping the building in a safe and working condition in not my sister's responsibility and she should never have been billed for your neglect and delayed (was it ever corrected?) maintenance to there own building !!! No she is not paying for maintenance to your building. That's the facility's responsibility. 

  As for the carpet in the apartment, it is five and a half years old. It was in bad condition during the tour my daughter and I took with ******. I asked to have the carpet replaced because of the very used condition and the fact that it was also quite dirty. ****** said that she wasn't responsible for that but "they" would look at it and decide if it would be replaced or steam cleaned. I said I want it to be replaced before my sister moves in. It was not. They said it had been steam cleaned but normally a carpet is at least somewhat cleaner after than before. It was not. Why did I let her move in to an apartment with such a nasty carpet? We needed immediate availability, we had a time crunch. They knew that and, I believe, they took advantage of that. It takes weeks to find another facility and do everything that needs to be done, we didn't have that time. Also, my sister is in a wheelchair so would not touch the carpet, but it was still not ok. 

  In addition to the carpet being nasty and dirty, Bonaventure was responsible for weekly cleaning of the apartment, including the carpet. They did not. So the nasty, dirty carpet became even dirtier and nastier. My sister was in that apartment for three miserable months. She is not paying for an old, nasty, dirty carpet that should have been replaced before she moved in and was not maintained by the people responsible to do that.

  My sister is interviewing nursing home abuse attorneys because the things you are wrongfully charging her for ignore all the abuse and neglect.

  How many people have recently left Bonaventure ********? Why?

  No, I am definitely not satisfied with your response.

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 03/15/2025

  This complaint is currently under review with General Council.  Thank you. 

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 22783357
  
  I am rejecting this response because: This bill for  $6,450 is fraudulent. My sister paid her bill in full on December 3, 2024.

  They claim to have "proof" of damages but have refused to provide it. They prevented me from viewing and taking photographs of the alleged, but nonexistent damage many times, and have even refused to provide pictures of the alleged but nonexistent damage while the doors were still under her control.

  Part of the charges include maintenance on their own building that they are responsible for. Their flooring falls apart when used in a normal, everyday way. They allowed this serious safety hazard to exist for a minimum of three months and I don't know if it remains in this condition at this time. It's possible that this dangerous condition has been in existence since they opened 5.5 years ago but I can only testify as to the three months my sister was there. This serious safety hazard was well known to the mangers and the staff. 

  It is impossible for them to have HONEST proof because there was no damage.

  They have consistently lied and created falsified "documents" and have even lied to the police detectives who investigated abuse and neglect as well as lied in the investigation of the ******************************

  One good thing to come out of this nightmare is that the Executive Manager, who is responsible for all of this, is no longer employed by Bonaventure. She never should have been hired into that position in the first place and should have been fired long ago. There remains two additional employees who should not be allowed to work with at risk patients of any age.

  Isn't it interesting that when my sister moved into Bonaventure we all thought she would live there for the rest of her life.

  Because of severe neglect to her hygiene and the filth and stench in the apartment that they promised and were paid to clean weekly, but didn't (the stench was incredible),  she decided to move after living there only three weeks.

  It's very expensive to move and she had to move twice in three months for the reasons listed above.

  Not only did she have to pay movers twice she also had to pay a community fee twice. Bonaventure charged $3,000. and the new facility  (where she ACTUALLY DOES receive care) was $2,000. She had to pay $250. for an emergency call button at Bonaventure, and had to pay a lesser amount to the new facility as well.

  Why would anyone pay all that money, do all that extra work and experience all the extra stress to move twice in three months without EXTREMELY serious reasons? ESPECIALLY when she had planned to live there the rest of her life?

  Although Bonaventure is continuing to insist on the fraudulent bill in the amount of $6,450. for non-existent damage and maintenance on their own building, the story DOES have a happy ending.

  My sister is now in a very good place where she is well taken care of. They provide all the care and services they promised and are paid to do. She is treated with kindness, dignity and respect. She receives regular showers, her hair is clean, her apartment is clean, her laundry is attended to. Everyone has their trash removed twice a day. Not only is there no stench, the air is clean and pleasant. They commit no HIPPA violations. There are a number of multi generational families living here. THIS is what senior living SHOULD be.

  Not one of these things were true at Bonaventure. NO, not even one of these things was true at Bonaventure.

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 03/31/2025

  Hello, This complaint has been given to our General Counsel for consideration. As soon as there are updates, we will notify all parties. 

  Thank you, 

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 22783357
  
  I am rejecting this response because: Although I am glad that this fraudulent bill is being sent to your general council, I am not accepting the response because this issue has not been solved.

  Although you said in a previous response that the ******** faculty had proof of the charges it is 100% impossible for them to provide honest and/or verifiable proof of damages because:

  1. when the doors were removed from my sister's apartment they were NOT damaged.

  2. My sister did NOT damaged your floors, they fell apart under normal use. Your employees knew about this serious safety hazard and did not request maintenance to make the floors safe. This condition was present on the day my sister moved in and continued at least until the day she moved out. I don't know how long this safety hazard was allowed to exist before she moved in.

  3. Because of her ** my sister is unable to do her own housekeeping. That's one of the tasks your employees took responsibility for. They were paid to clean the apartment EVERY WEEK. They did not. This was supposed to include vacuuming the carpet. The carpet was old, dirty and SHOULD have been replaced long before she moved in. It was not. The carpet became dirtier because of lack of promised and paid for maintenance. The apartment was cleaned once after 5 weeks, a second time after 8 weeks and a third time after **************************** this filth for three months. She is NOT going to buy you a new carpet, to replace your 5 1/2 year old nasty carpet that should have been replaced and we requested it be replaced before she moved in, was clearly NOT steamed cleaned as your employees insisted and was not maintained by your employees and so became in dirtier and nastier condition. 

  The refrigerator worked fine up to and including the time my sister moved out.

  Her bill was paid in full. She does NOT owe you $6,450. She simply does not.

  Read the other responses on BBB. Is this normal behavior when someone leaves your facility to move to a different facility? 

  We were happy when my sister moved into your facility. We all thought she would live there they rest of her life. We were relieved because we thought she would be taking care of and

   

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 04/06/2025

  Good morning, Today is Sunday 4/6/2025 I will meet with our General Counsel tomorrow to discuss the next steps. Thank you for your correspondence I do realize that this is important to resolve as quickly as possible. 

  Business Response

  Date: 04/23/2025

  Good morning, Today is Wednesday 4/23/25 I will meet with our General Counsel to discuss the next steps. Thank you for your correspondence I do realize that this is important to resolve as quickly as possible. 

• Initial Complaint

  Date:08/08/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I was being charged an extra $660 per month for at least 4 months for services I nevered received..When I brought it to there attention by going to the CEO, they realized the caregivers had been lying for 4 months and NOT taking my blood pressure daily but noting in my file that they had taken it. SO I never received my $2640.00 back, even after requesting it.

  Business Response

  Date: 09/06/2024

  Bonaventure will refund Mr. ******* the $2,640.00 he has requested but he will be responsible to pay the remaining balance due on the account of $2,175.20.  We have left 2-messages on his voicemail and sent him 1-email and he has not responded as of 9/6/2024.  Efforts will continue today to reach him. Sincerely, 

  Customer Answer

  Date: 09/07/2024

   
  Complaint: 22114844
  
  I am rejecting this response because:

  When I moved out there was a 0 balance. I had automatic withdrawal on my account and my wife's account! I gave a 30 day notice for myself and for my wife, my wife had not even lived there after March 16th 2024 because she was hospitalized than had to be moved to a nursing home. The apartment was left cleaner than it was when I originally moved in. The month I was moving out in June, 2024, Bonaventure tried giving me a bill for July of over $20,000 dollars! Stating taking care of my wife, who had been gone for almost 3 months, and for taking care of me, which they never did! I had a licensed caregiver who showed up almost daily to take care of my medical needs, housecleaning and laundry services. I showed *********, director, she said no problem on clearing that up! 

  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 09/28/2024

  Bonaventure Senior Living is reversing all charges from the account although we disagree with the former resident's statement that nothing is owed to Bonaventure. Therefore, there is a zero (0) balance on the account.

• Initial Complaint

  Date:05/10/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My mother moved into the facility a week ago. My mother's home health nurse called me saying that my mom was in pain and needed some Tylenol. I ordered some Tylenol and had it delivered to her. However nobody gave any messages to her saying that I got her medicine. Also my mom's physical therapist called me saying that he was trying to leave message for my mom so he could go see her. The facility is not giving any messages to my mom. The facility is alienating me and my family away from her. Is there a rule to not have any sort of communication with my mom. I had recently asked about any events going on so I could see my mom and the receptionist was extremely rude. I thought the receptionist was to be friendly.

  Business Response

  Date: 05/22/2023

  Thank you for reaching out with your concerns, our resident and family satisfaction is extremely important to us and appreciate the opportunity to investigate every situation.  We also appreciate that as a daughter being able to check on you mom is very important.
  Your mom resides in an independent living suite which does not allow ** to check on whether she took any of her medication however what we can tell you is that the Tylenol was delivered to her suite.   We verified that you moms phone is working, and voice mail is set up and taking messages, we also followed up with our team members and verified that the messages were delivered.  What happens to the messages once they are delivered, we have no control over.  If you are concerned and want to have reassurance that she gets a message than I would encourage you to leave a voice mail in addition to calling the community. 
  We strongly encourage all families to visit, come join in activities or have lunch or dinner.  We can certainly send you an activity schedule if that is something you are interested in reviewing.
  
  Once again, thank you for reaching out to us and please let us know if there is anything else we can do to help make this a smooth transition.  To give you a little more peace of mind your mom told the Executive Director that she is very happy and has been since she moved in.

• Initial Complaint

  Date:04/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I started working at Bonaventure in late February of 2023. It is said that its an assisted living facility but majority of the residents need to be in a nursing home. Were way past assisted living as a facility. They dont train us properly and management has no general idea of how to caregiver and make sure not only the residents but also employees needs are being met. They refuse to be called a nursing home because then we would no longer be caregivers but CNAs, meaning they would have to pay us more.

  Business Response

  Date: 04/03/2023

  We appreciate your feedback; however, we are a licensed assisted living community not a Skilled Nursing home, 2 different licensing and criteria's to follow. We invite you to give us a call directly to our HR **** if you have specific concerns that you would like to share. ********************.

   

  Thank you,

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My Dad was in Bonaventure of Salem for 2 1/2 years and experienced many issues of neglect and failures from the agreed Service Plan that was agreed upon. We had 4 meetings with management to address these issues of cleanleness, dirty clothes, hygene, soiled bedding and an unkept environment. Last month they raised monthly care rate by more than $1800 for a higher level of care, but did not provide any additional services and actually provided less services When after the *************** listed all the issues with the care we gave our 30 day notice and we were charged thousands more than the Service Plan stated. They even withdrew the money without an invoice, statement or agreement. Bonaventure of Salem is all about the money and could care less about your loved ones. When I addressed the issue with *********************** (Asst ******** he stated he didn't take responsibility for the past neglect because he was new, The tactics of this organization have been atrocious. Failure to respond to messages, not providing the care plan that supposedly included. These issues have caused a multitude of stress issues for our family and especially my Dad, I'm glad my Dad's is now at a much better facility. Please if you care, don't send your loved ones to Bonaventure!.

  Business Response

  Date: 02/27/2023

  We have followed up with ****** immediately- Director of **************** Regional Director of Operations and our Complaint Specialist/Resolution Team member and the refund was processed, and we also followed up with all the concerns brought forward.

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19400188
  
  I am rejecting this response because: A follow up does not mention or recognize the amount of neglect and failure to execute on the agreed Service Plan. Just passing on the concern to the administrators that ignored the concern that arose does nothing to accept the responsibility.

  What will ever make up for the neglect my Father endured without response or acknowledgement?

   

   

  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/04/2023

  Dear *****,

   

  We have consistently provided you with all information you have requested as well as provided you with a credit to your father's account for over $10,000. You have also consistently been in contract with our regional team who has repeatedly asked how to make this right with you. Again, what do we need to do to resolve this with you? We have provided:

  -Medical records

  -Accounting ledgers

  -Credit for over $10,000

  -Clear and consistent line of communication with company leadership

  We believe we have done everything we can to resolve your concern and make this right. If you don't believe we have, we ask that you clearly articulate why you feel that way and what you want to see done in order to solve your concern.

   

  Thank you,

  Bonaventure Senior Living

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Raised monthly care rate by more than $1800 for a higher level of care, but did not provide any additional services and actually provided less services than when on the lower level of care.Implied that would not be able to find alternative placement and that they would indicate he was asked to leave. We did move to another location after 8 weeks of the rapidly declining care and support and he has done very well and is at a higher independence than he was at Bonaventure. These tactics have caused incredible stress for both my parents.The tactics of this organization have been atrocious. Failure to respond to messages, not providing the care plan that supposedly included what the higher level of care was for more than 5 weeks (and then the care plan did not include any additional services), missed medications not reported to provider, falls not reported to provider/family, medications not refilled through their service provider resulting in multiple days without critical meds (coumadin).

  Business Response

  Date: 01/09/2023

  I called ****** today to let her know I received the email from BBB and would be working to bring resolution. Let her know I will send her email so she has my contact info. and she appreciated that. She informed me that she also called the Attorney General and the *********** of licensing. She said the *** is a very poor community and has not replied to messages.  
  

• Initial Complaint

  Date:08/16/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Gave 1 months' notice per request on July 14th. August was to be pro-rated to Aug 14th. Company forgot to turn off auto pay (per their words) and charge me for the entire month. I was told I would receive the difference back in **** days. I followed up with the corporate office on the 15 to follow up, no return call. Called back on the 16th and they had the Medford site call me back. I was informed that they would not be giving me the over change back but were going to hold onto it to pay for some repairs that needed to be done in the room. I told them that it was not acceptable for them to keep money they over change and apply it how they see fit. That there are 2 separate things going on. They said it was in their contract that I would get any refund after repairs. This was an over charge, and they are holding money they had no right to take. They are trying to be clever and exploit their contract wording to include this money that was not authorized. These are my mom's funds for her personal care. *******************. I am *********************** (Guardian/POA)

  Customer Answer

  Date: 09/09/2022

  I dont see anywhere in the site to click resolved Bonaventure did call and resolve the above complaint. 
  
  Thanks, 
  
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