ComplaintsforLife Care Centers of America

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My husband was in this facility twice. He was in for seven days in August and December. He was not a resident; he was there for Restite. He is not able to move his left side well, and he is in a wheelchair. They told me to bring his medications, which I did. A month after each stay, I was charged for medications from their pharmacy ($30). They had a list of all the medications they ordered. They were all his medications that they had in hand. I called to see why I was being charged for this since I brought his medications. I was told they would take care of it. After his December stay, I also received a bill from the doctor for $390 for an exam. I asked my husband if he saw the doctor during his stay, and he said he did not. The staff says there is no reason for him to have seen the doctor. They are still charging me for all these charges. I have spoken to people at the facility, the national level and the district level. I am not receiving any return calls or emails at this point. I want to resolve this issue.

  

  Business response

  04/16/2024

  We appreciate you bringing this to our attention.  We are in the process of reviewing the records now and will be in touch soon with a response. 

  

  Business response

  04/18/2024

  We have completed our internal review and the matter has been resolved to the mutual satisfaction of both parties.  

  Customer response

  04/20/2024

   
  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,
  
  ***** ******

• Initial Complaint

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In 2023, my mother was treated in this facility for skilled nursing following a hospital discharge. The neglect was so abhorrent, I made an APS report. As part of the resolution, my mother was immediately transferred to another facility and we were issued a refund of $2000 sent by check to our home address. Per our agreement, I removed the ****** review describing the neglect and the subsequent APS report. A few months later we received a bill for this amount. I called, spoke with their billing office, who confirmed we were sent this check but didn't understand why it was suddenly coming up as owed. She said she would get back to us. She never did and we keep getting bills with a threat of collections. When I call the main line, I am transferred to a voicemail that is full and immediately hangs up. I have never been able to reach anyone in their business department. I would like this matter to be resolved. I do not owe any money.

  

  Business response

  03/06/2024

  We appreciate the customer bringing this issue to our attention.  After communicating with the customer this issue has been successfully resolved to the satisfaction of all parties. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Garden Terrace owes us a refund of $3,880.28. My father, **** *** ** (for whom I have DPOA), had been a patient there until May 13th. On 5/4/23 we paid $8,587 for the entire month of May to cover his room and board charges. (The invoice for May is attached...please see the "May Invoice" jpeg.) However, my father ended up being transferred to another facility on May 13th. Thus, his stay at Garden Terrace ended that day and we are therefore entitled to a refund for the remainder of that month. This amounts to $3,880.28 as seen in the "Page Two" jpeg. The office manager, ******* *******, has acknowledged this fact (that we are entitled to the refund). However, we have been told a half dozen times thus far that the payment will be "in another two weeks" or "another month". The goal post seems to keep moving. She promised to call me back with updates about the refund status, but she has never - not once - called back. I can provide the dates that I called her, if needed. The last two times I called, she didn't even answer. This is very frustrating since my father's medical bills, and room and board at the other facility, continue to pile up. We don't understand why Garden Terrace seems to be refusing to pay us the refund. We are just getting a runaround. Please assist.

  

  Business response

  08/10/2023

  We appreciate the customer bringing the issue to our attention.  After communicating with the customer this issue has been successfully resolved to the satisfaction of all parties. 

  Customer response

  08/10/2023

  
  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,
  
  **** *******

• Initial Complaint

  06/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was a patient in the Life Care Center of Evergreen and while there the facility lost multiple clothing items by the laundry department. I was told by social services over a month ago I would be reimbursed for the items lost. I have reached out multiple times and rarely received a response or have been put off and told they weren’t sure now if they can replace them. The contact person is ****** ******* ************* 

  

  Business response

  06/30/2023

  We appreciate the customer bringing the issue to our attention.  After communicating with the customer this issue has been successfully resolved to the satisfaction of all parties. 

  Customer response

  07/02/2023

  
  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,
  *** ********

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband was admitted to the LCCA facility in Billercia MA on 7/13/22 below is a summary: 1.No alarms on beds-I was told by the NP that the facility did away with them because they we always ringing. If my husband had one, he wouldn't have fallen 4 times in which I wasnt't notified. He had had multiple bruises on his back that no one has been able to explain. 2.Every time the call button was rung it took someone over 15 minutes to come into the room, they would shut the light off and say that they would need to come back and wouldnt return for over 10 minutes. The CNA said they are short help but they are still accepting new patients. 3.I have found stool all over the toilet seat many times and have cleaned it up for my husband, I notified the nurse she said she would call Maintenace, I didnt clean it and it was left for over 24 hrs. 4. I showed the nurse my husband's urine that looked like orange juice she said she would report it to the MD. On Monday 8/1/22 I asked the nurse practitioner if she was aware, and nothing was noted. She placed an order which I assisted my husband for a sample and gave it to the nurse it took them 4 days to send. On 8/7/22 they noted it was "contaminated' and would need another sample for testing. He has had confusion, agitation and memory issues all week because of this, which many non-medical professionals know is a tell tale sign of a urinary tract infection 5.I have had to leave work and spend 4-5 hours everyday to ensure my husband receives meals. When I visit he is always laying in a bed soaked of urine, when I notify the CNA they change the diaper but dont wash him. If I wasnt there what would happen? 6.I was told by one of the nurses that he is not the only patient but he has a roommate and I see no care being given to any of the patients, the nurses do not do rounds 7. I was told that there is only one full time nurse the rest are per diem, this facility should be shut down. Im certain that no patient has improved.

  

  Business response

  08/23/2022

  We have had two phone calls with ***** and we have addressed and discussed the concerns mentioned.

• Initial Complaint

  01/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My grandmother is a patient in the A wing at ********************************* in ********* MA. Me and my family have expressed concerns many times about my grandmother's safety and health - COVID spreading around the facility like wildfire. Patients are not wearing masks or social distancing. My grandmother now cannot move to her long term care facility because they can't contain the COVID so the new facility can't safely access the building. Now, my grandmother's roommate has COVID and they are sitting together in their shared room, shared bathroom with no masks.

  

  Business response

  03/04/2022

  Business Response /* (1000, 8, 2022/02/11) */ Life Care Center of **************** continues to follow Federal and State Covid 19 standards and guidelines. The facility management team works closely with the Massachusetts Department of Public Health and Billerica Board of Health to ensure adherence to Covid 19 protocols. During December of 2021 and currently, the facility has experienced both resident and staff Covid 19 cases. In the State of Massachusetts, nursing homes must communicate Covid cases to the Department of Public Health and local Board of Health. Nursing homes are assigned a Department of Public Health Epidemiologist who reviews cases and provides guidance on the management of the Covid situation at the facility. The facility management continues to work in a proactive manner with the State Department of Public Health Epidemiologist and the Billerica Board of Health. Staff adherence to and the protection of our resident's rights and safety is always a top priority. The staff support our residents in a positive and professional manner to adhere to mask wearing and social distancing guidelines.

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