ComplaintsforA Place for Mom Inc

• Initial Complaint

  11/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I wrote a negative review of a business on A Place For Moms website. They removed the review and have failed to contact me about why. My review, while negative, was entirely true and I have proof of every aspect of it.

  

  Business response

  11/16/2022

  Hi ******, 

  We've been in touch with you directly via email regarding your review of ****************** **** and your experience with the community. Apologies that it took us a little longer to investigate but as you're now aware, since you had submitted a total of 4 reviews from the same email/phone number, only the first review was published (duplicates are disabled). We shared that we could take the first review down, and you could resubmit a review that captures all the information you would like to provide. In your response on November 16, you asked us to remove the review altogether for now. We've actioned that request and and the review will no longer be visible on the site within 48 hours. 

  We hope you find resolution with Grace ***** Place and wish you and your family well. Please do let us know if we can be of any further assistance. 

  - A Place for Mom Team

• Initial Complaint

  10/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had called APFM in April of 2021 and spoke to ************************* to find out about Senior Living places in ******, ** for my father. We were given some names of places that we visited, but my father decided he wasn't ready. My dad has recently moved to a facility in ************ where several of his friends live. This was not a recommendation from APFM, but even after I explained that to Bennet in an email, he continues to request the name of the facility. I want the emails and calls to stop. He says he needs the information to close the file, but I don't want him trying to get commission on a facility that he didn't recommend.

  

  Business response

  11/01/2022

  *****,

  We have made sure that your contact information has been added to our do not call lists and removed from all communications, so there will be no further contact from A Place for Mom.

  Please know that it was not your advisor's intention to obtain commission on a community that they did not refer you to. We sincerely apologize for your experience and hope your father is doing well in ************.

  - A Place for Mom Team

  Customer response

  11/01/2022

   
  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

  10/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been receiving unsolicited phone calls and text messages from A Place For Mom that have been persistent and unwelcome. I have not signed up for these phone calls or text messages and I am not looking to be connected with anything regarding their business or services.On Thursday, October 20, 2022 I received a call from A Place For Mom from ************ at 5:26PM CST and did not answer. I then received another call from the same number at 7:28PM CST which I did not answer. I then received an unsolicited text at 7:30PM CST from ************ thanking me for choosing A Place For Mom despite having never heard nor signed up for anything with them previously. That text was followed up by another unsolicited text at 7:32PM CST saying a local expert advisor would be calling me for a free consultation from ************.I did not receive any other calls until the next day at 10:34AM CST when I received two back to back calls from ************, both of which I did not answer.

  

  Business response

  10/26/2022

  *****,

  We received an inquiry from your phone number on October 20, 2022, which prompted the follow-**** As you are not interested in our services, we have made sure that your contact information has been added to our do not call lists and removed from all communications, so there will be no further contact from A Place for Mom.

  We sincerely apologize for your experience.

  - A Place for Mom Team

• Initial Complaint

  06/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I contacted A Place for Mom. A representative, *****************************, called me from *****, **, to discuss the company's services. She told me that she would be a conduit between me and some *********** facilities in ***********, **, getting some pricing information and other information, and she told me she could set up appointments for me to view the facilities. However, she did not serve as a conduit whatsoever. She did not provide any pricing. She just provided my name and phone number to several facilities, which have been calling me non-stop ever since. In fact, one facility alone has separate sales people calling me several times a day. And that's just one facility. So I have asked that A Place for Mom remove me from their database completely, so they do not get any commission whatsoever should I ever decide to place my mother in one of the facilities to which my info was provided by A Place for Mom. I wrote to the *** to request total removal of my information from the company's database, and he has not responded.

  

  Business response

  06/23/2022

  Dear *******
  
  We sincerely apologize for the experience that you have had with the communities we've referred to you.

  Our CEO did promptly share your request and we can confirm that your name and information have been added to our do not call lists and unsubscribed from any emails. There will be no further contact from A Place for Mom. We've also reached out to each of the referred communities and requested that they do not initiate any further contact.
  

  We hope that you are able to find the right care for your mother and wish you both well.

  - A Place for Mom Team

  Customer response

  06/23/2022

   
  Complaint: 17415314
  
  I am rejecting this response because I would like a guarantee in writing that, should I ever choose to place my mother in any of the memory care facilities to which you sent my contact information, that your company will not get a percentage or commission from it. I don't think that is too much to ask, considering the caseworker did nothing but send my contact information to the facilities for them to contact me. I could have done that on my own.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have placed a friend, who lived with me, with A Place for Mom. I have tried to write to A Place for Mom numerous times as to the whereabouts of my friend, and they never reply. What did they do to my friend?

  

  Business response

  05/18/2022

  *****,

  We reviewed the communications we had with you during the process of finding care for your friend. In February 2021, we referred four communities and after some email exchanges, on March 1, 2021, you confirmed with us that your friend was moving into Alpha Homecare.

  We have not received any additional inquiries or requests to assist with another move from you or your friend, so we would recommend reaching out to Alpha Homecare to request information. We sincerely hope you find your friend.

  -A Place for Mom Team

  Customer response

  05/19/2022

   
  Complaint: 17217164
  
  I am rejecting this response because:
  

  They did not provide any information of my friend.  If they know the date, they should know his name.  They never returned to my address to pick up more of my friend's belongings like they said they would.    
  Sincerely,
  
  *********************

• Initial Complaint

  05/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  in november of 2021 contacted a place for mom. a assisted living place contacted me from *********** they told me they dont except ******** wavers. never contacted a place for mom since .went to a attorney to see about ******** and they recommended **************************** **** called me we went to tour 2 places we then put mom into ********************* in bedford on erics recommendation she moved in on 4/28/2022 a place for mom called me about 3 days later and asked me were we put mom . now they are calling and want *************** to pay them they did nothing for me or ***************. i am afraid this is going to influence my moms care they will not return any phone calls and i do not understand how they think *************** owes them money when they did nothing for me or *************** i thought a lace for mom would be more concerned about elderly care then trying to steal money by deception

  

  Business response

  05/16/2022

  ****,
  
  We understand your frustration as you should not have to worry about your mothers care being impacted by the community.
  
  When you contacted A Place for Mom in November, ********************* was referred to you as an option for assisted living for your mother (referral dated November 12, 2021) in response to what you shared with us regarding her care needs. 
  
  The referral agreement that we have in place with *************** should not impact you in any way. If the community has involved you in any business matter between them and A Place for Mom, such conduct is in direct violation of our agreement with the community and we will investigate this further.
  
  - A Place for Mom Team

• Initial Complaint

  02/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I represent ***************** Assisted Living and *********** of ********, *********. In October of 2021 the home in question was purchased by ****** Companies, putting new owners in place. Recently a new contract was signed with A Place for Mom to receive referrals for families looking for placement and in return A Place for Mom is paid for these referrals. As part of the contract was the ability for ***************** to create a webpage that reflects the new information regarding their care, amenities, etc. However, the listing given to them also contained the previous owner's Star Rating and Reviews. While the information on the page could be changed the Star Rating and Reviews could not. Multiple requests to A Place for Mom and their review site Senior Advisor went unanswered or were sent to different departments. After two months and multiple requests A Place for Mom denied the request to have the Star Rating and Reviews removed. As a result the Star Rating of 2.4 of 5 and 12 negative reviews that are reflective of the previous older and some of which are more than 2 years old continue to defame the reputation of *****************, its owners, management, team and care. Resulting in multiple residents and families choosing to NOT come to live at ***************** and causing financial hardship to its new owners. We have been working on this issue for over 2 months, with no resolution. Even asking that our lawyers be provided the name and number of who to call to discuss this matter. However, no information is given and we have now gone weeks without any return communication regarding this matter. It is important to note that these reviews/rating show on multiple websites that A Place for Mom owns. Therefore we would like them removed for ALL sites owned and operated by this company. Please ****** "Koselig A Place for Mom" and you can see the rating and read the reviews for yourself. These repeat on more than 10 websites and are highly visible online.

  

  Business response

  02/16/2022

  Dear *****,

  We understand your frustration that the community your management team took over and renamed had existing negative reviews/ratings that are now associated with your new listing. As you know, our team at A Place for Mom has been in touch with you directly and has shared our policy that we will not remove customer reviews, and this includes reviews left while the community was under previous ownership. This is our policy across the board so its fair for everyone.

  It looks like youve taken our guidance to directly respond to the reviews indicating that new ownership has taken place. We also encourage you to ask more residents and families to leave reviews of their experiences since the community has been under new ownership over the last few months to dilute any negative reviews.

  Our team is more than happy to work with you to determine how youd best like to move forward considering our policy.

  - A Place for Mom Team

  Customer response

  02/16/2022

   
  Complaint: 16741598
  
  I am rejecting this response because:

  While we appreciate the response, we have never been shown the policy which you speak of.  We have asked multiple times for it and for our lawyers to be put in contact with the necessary people to discuss this matter.  However, we have never been given this information and have spent 2 months and many phone calls and emails requesting it.

  In addition the contract that was signed by the new owner with A Place for Mom mentions nothing about the fact that the reviews from a previous business and owner would be associated with theirs. If this is truly the policy it should be stated in the contract that a new owner signs and be made apparent to them prior.

  There is no other review site that has this "policy" and all others have removed the reviews in question, because they are not associated with the new owner. This is a common business practice and makes sense, as the new owner had no control over what happened previously.  Yet per the A Place for Mom's supposed policy, this new owner is being defamed daily and in a very public manner for things they did not do.  As a result they are losing referrals of residents and families needing their services and revenue.

  We believe that if there is such a policy it should be changed to account for when new ownership takes over a building and that all reviews should be wiped from the site, just as the previous owner's information is cleared from said site.  As previously stated our legal team would like see the policy in question, where and how the new owners would have been made aware of it, and discuss it with those making this decision at A Place for Mom.

  Sincerely,

  ***********************

  

  Business response

  02/24/2022

  *****, 

  Our company has internal policies on how to handle different circumstances that *** arise such as this one. It is not a contractual provision, which is why the policy is not described in the parties referral agreement. A Place for Mom is transparent and consistent about the policy with any community customers that *** have disputed reviews left during previous ownership. Wiping reviews simply because new ownership has taken over would be misleading to our community.  

  We are committed to providing a public forum for consumers to provide their feedback about their experience with a senior living community, and to allow the community to respond (which The Koselig House has done on each review). The next step is to dilute the negative reviews with positive reviews to demonstrate how the new ownership has made a significant difference. We have seen service providers quickly drive positive review volume through a myriad of activities such as outreach to residents and families, email campaigns, calling campaigns, resident ambassadors, and more.

  - A Place for Mom

  Customer response

  02/27/2022

   
  Complaint: 16741598
  
  I am rejecting this response because: we continue to ask A Place for Mom to see the policy in question and have never been presented with it.  In addition, we continue to ask for a phone number and person to discuss this issue with and have not received it.  The internal policy referred to by A Place for Mom was never discussed prior to a contract being provided or signed by the new owner of this building. 

  It was only after updating all of the other information on the page to reflect the new owner's information and publishing it, that we were informed that the reviews of the previous owner would remain as part of the listing and be shown as if reflective of the new owner.  In addition, that these reviews and Star ratings would be showcased on various websites and search engines, and as a result continue to defame the reputation of our new business causing loss of revenue.

  We have done as suggested and informed readers of the reviews that these are inaccurate and that the building is under new ownership and management, yet we continue to have potential residents and families indicating that the ratings and reviews are causing them to look elsewhere.  

  The suggestion that we campaign for better reviews to move up the overall rating is a great idea and I know many providers that do just that, but they start out on a level playing field of 0 we start with an overall rating of ***** by 12 reviews of a previous owner that are all more than 2 years old. Knowing that the Star rating by A Place for Mom is made by using an average of all of the ratings, it would mean that we would have to get 214 reviews that all reflect a 5 Star rating and then it would only bring the new owner's rating to ***** out of 5.  Unfortunately, we only have a maximum of 40 residents that we serve so it would be many years before we could even attempt to move past this issue of defamation and not have it affect our revenue.

  Again, we ask that for the written policy to be presented and an audience with those making this decision or to have the reviews removed, as they are not accurate, defame the new organization, and per the guidelines put and published by A Place for Mom should be removed on those grounds alone. 

  In addition, 20 days ago a 5 Star review was submitted to A Place for Mom to appear on The Koselig House site and it was never published, nor was any message sent to its writer to verify its legitimacy or explain why it would not be published.  We are now also concerned that any positive reviews that *** come through are now not being published either and would like to discuss this issue too.

  Sincerely,

  ***********************

   

    

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

• Initial Complaint

  01/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted A Place For Mom through their website to start investigating options for assisted living facilities for my mother in ******, OR. An agent contacted me and we further discussed some options. At that time, 2 weeks ago now, they set me up two appointments with local care facilities. Very next day, I was talking to my dad who had already chose another agency to work with and I was unaware of this until then. I immediately contacted the advisor at A Place For Mom and let them know we are apparently going to go with this other agency and to cancel these appointments that they had set because we would not be using their services. They replied they could not cancel the appointments but only move the dates out. I replied to cancel our file altogether immediately. I have sent emails every day thereafter with same request and they will not respond in any way. I since then have read the many complaints about this company and decided to file a complaint due to their lack of cooperation and the need to remove my account from their files.

  

  Business response

  01/18/2022

  Dear *****,

  We sincerely apologize that you did not receive a response or confirmation that your request was received and immediately processed. Your request was processed on January 9, 2022 by your assigned Senior Living Advisor, the same day that you asked for your file to be closed.

  We have made sure that your name and information, as well as your mother's information, has been added to our do not call lists and unsubscribed from any emails. There will be no further contact from A Place for Mom.

  We hope that you and your dad have been able to find the right place for your mother. Please let me know if you need anything else.

  
  - A Place for Mom Team

  Customer response

  01/18/2022

   
  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. I will assume that any future contact I make with the care facilities that were on my file will no longer be attached to A Place For Mom. 
  
  Sincerely,
  
  ***********************

*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. ↩