Complaints

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

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  Hawthorn Senior Living, LLC

  9310 NE Vancouver Mall # 200 Vancouver, WA 98662-8210

• 

  Hawthorn Senior Living, LLC

  13215 SE Mill Plain 8lvd Vancouver, WA 98684-6991

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:04/19/2025

  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 have lived at ******** for five years and 10 months and have been verbally attacked by a **** ******** who had to get special permission to move in, under 55 years old, at least two years ago. He starts yelling at me and calls me insulting names when I am talking to another resident in our dining room. I have also found out that there are several female residents that are scared of him. I am not scared of him and the management here takes his side without hearing my side. They tell me to be quiet and not to defend myself and do nothing to get him to stop!! I planned to live here, when I moved in, until my final breath.I cant find assistance to get him to stop and we, other residents, feel management should get him to stop or have him move out. I shouldnt have to go against my Freedom of Speech so he wont go off on me. I am very uncomfortable here now since management is accusing me of having him go off on his yelling attacks. I do not know who to call since Hawthorns Headquarters did not pick up the phone when I called nor did they return my phone call when I left my name, number, and a brief message on their answering machine.I am looking to get help in this matter and do not feel my rights are being protected and that they are coddling to a man with mental issues. I am also having my right to defend myself taken away by management who are letting him go off whenever he want and tilo whoever he wants. This is unacceptable and is making my living situation uncomfortable. I am not scared of this man though others are, but I refuse to be bullied by anyone.

  Business Response

  Date: 04/21/2025

  Re: Complaint #********
  
  Dear Better Business Bureau,
  
  Hawthorn Senior Living is the management company for ********************************* Residence,LLC ******************************************* (********) and responds to the referenced complaint on its behalf.  We appreciate the opportunity to serve our residents at ********, and I can assure you that we take reports of this nature seriously. 
  
  This complaint was shared with the Regional Director for our communities in **************, with members of our *************************** as well as with others in this office.  I am confident that confirmed issues will be addressed appropriately. 
  
  Earlier today I established communication with the Consumer.  The Consumer and I discussed her concerns,and we are actively working to address this matter.  The Consumer understands our business hours,and indicates an understanding of the timeline for receiving follow up communications.
  
  I am available Monday through Friday from 8:00 am to 5:00 pm to respond to messages left on our ***************************** voicemail.  Typically, messages are returned within one business day of receipt.  The caller left a message for Resident Relations on Friday 4/18/2025, and again on Sunday 4/20/2025.  Responding to the message today (4/21/2025) falls within our one business day guideline, which I explained for the Consumer.
  
  We appreciate feedback from residents and family members, and this complaint serves to remind our company about the importance of communication.
  
  Sincerely,
  **** ********
  Director of Resident Relations
  Direct: ************
  Facsimile: ************
  E-mail: ************************************************************************************
  
  File:    *************;
             2025.0291

• Initial Complaint

  Date:03/12/2025

  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.

  This company is a complete and utter scam. They have an extremely high turn over rate. They also scam family members that are ********** and then harass the family members when they can't pay the rent anymore. They need to be investigated by state and federal government.

  Business Response

  Date: 03/31/2025

  Re:Complaint #********
  
  Dear Better Business Bureau,
  
  This complaint was received by our office on Sunday, March 23,2025.  Hawthorn Senior Living is the management company for retirement apartment complexes in ******************  We appreciate the opportunity to serve our residents, and I can assure you that we take reports of this nature seriously. Unfortunately, the limited information provided in this complaint does not offer the detail necessary for meaningful research into this concern.
  

  We appreciate feedback from residents and family members, and this complaint serves to remind our company about the importance of communication.  If you provide further information regarding the concern, we would be glad to look into the matter.
  
  Sincerely,
  **** ********
  Director of Resident Relations
  Direct: ************
  Facsimile: ************
  E-mail: ************************************************************************************
  
  File:    Unknown community 
             2025.0214

• Initial Complaint

  Date:10/23/2024

  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.

  Letter from ******* attorney to ******* Estates I am resending this letter to ensure that someone at ********************** has received it. This letter is a complaint against upper level manager ****** ****. He is an employee at **********************, a Hawthorn Senior Living LLC ************************************************************. My client, ***** ******* ***********, is receiving continuous harassing messages from ****** **** at ********************** via text,telephone, and more. They are very rude and harassing, also false in nature. The managers ***** and *****, have been wonderful. However, ****** **** has been consistently rude, hostile, and off base. He is texting from the worktext app. Regardless, we do not consent or give permission for texts, emails, or calls of a harassing nature to be sent to my client on behalf of her Father, **** *******, or his account with *******. We have records of emails that ***** has sent to ******* throughout this process keeping them abreast of her Father's declining state, and him being moved to hospice. All of her communications have been ignored. At this point, I am asking for a cease and desist of any and all current or future harassing messages towards my client, ***** ******* ***********. The apartment has been vacant, emptied for some time now, and **** ******* will not be returning to the property considering he has very little time to live due to his heart attack. He is the responsible financial party, not my ********* should also be notes that **** ******* never got housekeeping or linen service not once as is promised in the contract twice per week. That service never happened forcing family to hire others to clean.

  Business Response

  Date: 10/29/2024

  October 29, 2024
  VIA E-MAIL TO *******************************************
  
  Re: Complaint #********
  
  To:Better Business Bureau,
  
  Hawthorn Senior Living is the management company for Roswell Retirement *************,************************** Retirement Residence (**********************) and responds to the referenced complaint on its behalf.  We appreciate the opportunity to serve our residents at **********************, and I can assure you that we take matters of this nature seriously. 
  
  I should clarify that we have no record of the 10/01/2024 letter from the attorney (whose name is notably absent from the directory at the State Bar of *******).  Reasonable efforts were made to contact the complainant for updates on her fathers (resident) condition, and to request payment of past due rent.  We regret it if those communications were not received in the spirit intended.  Throughout the residents convalescence at the hospital and rehab facility, the community provided all services in accordance with the Rental and Services Agreement.
  
  According to our information, the resident took possession of apartment #*** at ********************** on 1/11/2024.  Then on 10/20/2024 the community discovered apartment #*** was emptied.  Using the 10/17/2024 e-mail from the complainant as the 30-day notice for the resident results in charges terminating on 11/16/2024.  However, as a courtesy, the community has waived the 30-day notice requirement (as explained in the Rental and Services Agreement), and the official move out date will be 10/31/2024. 
  
  However,there remains the matter of a $6,514.18 outstanding balance due for the following:
  
  January 2024 rent (billed 0, paid $72.82)                               <$     72.82> Credit
  August 2024 rent (billed $2195, paid 0)                                      2195.00
  September 2024 rent (billed $2195, paid 0)                                2195.00
  October 2024 rent (billed $2195, paid 0)                                    2195.00
  Total outstanding balance                                            $6,514.18
  
  Except for the security deposit payment and February 2024 rent payment received from the resident March, April, and May rent payments were received directly from the complainant, which were drawn on her personal bank account.  We did not receive additional rent payments in August or October, but a September rent payment from the complainant was returned by the bank designated as NSF.  We respectfully request payment of $6,514.18 remaining balance due from the resident or complainant.
  
  Rent charges are applied a.) while the unit is occupied (including furniture and personal belongings), and b.) through the 30-day notice period.  Nonetheless, we shall honor the previously referenced courtesy of terminating charges on 10/31/2024.
  
  We offer sympathy for the residents declining health, and we wish the complainant the best during this challenging time. Our company appreciates feedback from residents and family members, and we wish the complainant and her family well during this difficult time.
  
  It is our position that the community has acted in good faith, in accordance with the Georgia Statutes, and the Rental and Services Agreement.  Once payment of the outstanding balance is received, our business with the complainant and the resident will be concluded.
  
  Sincerely,
  **** ********
  Director of Resident Relations
  Hawthorn Senior Living
  Direct:************
  Facsimile:************
  E-mail:************************************************************************************
  
  File:     **********************
              *********

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22463576
  
  Thank you.  I am rejecting this response because: I have attached and communicated with managers this entire process of my Father's illness. I told them in August and again September (see attached emails) that he was in and out of the hospital with heart problems. His medical bills were tremendous. He lost the ability to care for himself and it was clear it was a desperate situation to get him approved and moved to long term care/ rehab. The social security **** ******* receives was then transferred to his Rehab facility to cover his care. Again, I am not on the lease. I do not have the budget to cover his rent. I used his social security to pay his rent but when that payment stopped coming to him, I was not able to cover it under my personal budget. He flat lined Saturday night and was resuscitated. This is not my lease in my name. I am not his POA. I was trying to help a man in a declining state and needed to change his care with very limited resources. So proceed with whatever you need towards my Father **** *******. MY COMPLAINT WAS ABOUT ****** **** AND HIS UNECESSARY HARRASING MESSAGES TOWARDS ME DIRECTLY ABOUT MY FATHER'S LEASE. THIS IS NOT MY LEASE. DO NOT CONTACT ME ANY FURTHER.

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

• Initial Complaint

  Date:03/21/2024

  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 have been living at Desert Springs for almost a year and the food service has been very poor but recently its gotten terrible. They dont serve you on time. It seems like there is no one in the back cooking area cooking anything. They need to hire good cooks who are good at their jobs.

  Business Response

  Date: 03/26/2024

  March 26, 2024
  
  Re: Complaint #********
  
  Dear Better Business Bureau,
  
  Hawthorn Senior Living is the management company ********** Retirement Residence, LLC dba Desert Springs Retirement Residence (Desert Springs) and responds to the referenced complaint on its behalf to this complaint.  We appreciate the opportunity to serve our residents at Desert Springs, and I can assure you that we take reports of this nature seriously. 
  
  This complaint was shared with the Regional Director and the Regional Chef, for our Southwestern communities.  We regret any service delays resulting from staffing issues, and steps were immediately initiated to resolve confirmed problems. As such, I feel confident the situation is being addressed.
  
  We appreciate feedback from residents and family members, and this complaint serves to remind our company about the importance of communication.
  
  Sincerely,

  *************************
  Resident Relations and Training Manager
  Direct:************
  Facsimile:************
  E-mail:*******************************************************
  
  File:     Desert Springs
              2024.0230

• Initial Complaint

  Date:01/31/2024

  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.

  We moved my father into a Hawthorn Senior Living Facility (******************** Gracious Retirement Home) on August 28, 2023. At the time of moving one of the movers saw a bed bug in the apartment. We notified the management immediately and they said it would be taken care of. It has been several months and now there is an infestation. My fathers new furniture is completely ruined. He is covered in bites. The issue is being addressed but not resolved. I have asked for my father to be moved and for his things to be replaced but nothing has been done. It has been several weeks and there are still bed bugs everywhere. This is bordering on elder neglect.

  Business Response

  Date: 01/31/2024

  January 31, 2024
  VIA E-MAIL TO *******************************************
  
  
  Re: Complaint #********
  
  Dear Better Business Bureau,
  
  Hawthorn Senior Living is the management company for ************ Retirement Residence,LLC dba ******************** Retirement Residence (********************)and responds to the referenced complaint on its behalf to this complaint.  We appreciate the opportunity to serve our residents at ********************, and I can assure you that we take reports of this nature seriously. 
  
  This complaint was shared with the Regional Director for our communities in the ************ ******, who established communication with the Consumer today, 1-31-2024.  Additionally, the Consumer and our Regional Director plan to meet in person tomorrow, 2-01-2024 at ********************.  As such, I feel confident that all confirmed issues will be addressed and resolved.
  
  We appreciate feedback from residents and family members, and this complaint serves to remind our company about the importance of communication.
  
  Sincerely,
  
  
  *************************
  Resident Relations and Training Manager
  Direct:************
  Facsimile:************
  E-mail:*******************************************************
  
  File:     ********************
              *********

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21225680
  
  I am rejecting this response because:

  This information is not accurate. While the Regional Director did in fact contact me today (1/31/24), he did not make a plan to meet me in person tomorrow. 

  He stated that he was dedicated to resolving the issue but at this point there is still not a solution. 

  I am hopeful that this company now sees the severity of neglect with my father and takes this more seriously. As of now, there is still not a resolution. 

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

  Business Response

  Date: 02/02/2024

  February 2, 2024
  
  
  Re: Complaint #********
  
  Dear Better Business Bureau,
  
  Once again, Hawthorn Senior Living is the management company for Chesterfield Retirement Residence, LLC dba ******************** Retirement Residence (********************) and responds to the Consumers rejection of the initial response.  We appreciate the opportunity to serve our residents at ********************, and I can assure you that we take reports of this nature seriously.  While I regret that the Consumer remains dissatisfied with the January 31st response to her concerns, I am able to provide the following detail of steps taken to resolve the matter:
  
  1-31-2024 the Consumer was contacted by telephone by the Regional Director.
  2-01-2024 the Consumer was informed that her father would be transferred to a new unit, and that replacement furniture would be provided.
  2-01-2024 the Consumer expressed her satisfaction with the actions of ********************, as well as the frequent communication of updates.
  2-02-2024 furniture set up in the new unit is scheduled to be completed, with a few minor touch-*** to follow.
  
  ******************** has purchased a new bedroom set, recliner, end tables, and a nightstand for the Consumers father.
  
  We appreciate feedback from the Consumer, and ******************** will continue working to meet the needs of our residents.
  
  Sincerely,
  *************************
  Resident Relations and Training Manager
  Direct:************
  Facsimile:************
  E-mail:*******************************************************
  
  File:     ********************
              2024.0079(B)

  Business Response

  Date: 02/02/2024

  February 2, 2024
  
  
  Re: Complaint #********
  
  Dear Better Business Bureau,
  
  Once again, Hawthorn Senior Living is the management company for Chesterfield Retirement Residence, LLC dba ******************** Retirement Residence (********************) and responds to the Consumers rejection of the initial response.  We appreciate the opportunity to serve our residents at ********************, and I can assure you that we take reports of this nature seriously.  While I regret that the Consumer remains dissatisfied with the January 31st response to her concerns, I am able to provide the following detail of steps taken to resolve the matter:
  
  1-31-2024 the Consumer was contacted by telephone by the Regional Director,
  2-01-2024 the Consumer was informed that her father would be transferred to a new unit, and that replacement furniture would be provided.
  2-01-2024 the Consumer expressed her satisfaction with the actions of ********************, as well as the frequent communication of updates.
  2-02-2024 furniture set up in the new unit is scheduled to be completed, with a few minor touch-*** to follow.
  
  ******************** has purchased a new bedroom set, recliner, end tables, and a nightstand for the Consumers father.
  
  We appreciate feedback from the Consumer, and ******************** will continue working to meet the needs of our residents.
  
  Sincerely,
  *************************
  Resident Relations and Training Manager
  Direct:************
  Facsimile:************
  E-mail:*******************************************************
  
  File:     ********************
              2024.0079(B)

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21225680
  
  I am rejecting this response because:

  the issue has not yet been resolved. 

  I am not at all satisfied with the replacement furniture in my father's apartment. Half of it is falling apart. His internet has not been moved over, meaning he does not have access to much television (the only thing for him to do). His toiletries were left in his old unit. There was no bedspread given to him (he is 81 years old with poor circulation). This is just not how you treat a human being. 

  I feel that he should be provided with all new furniture (of our choice) as his old furniture had been brand new and of a much better quality than what has been put in his room now. 

  Because of this experience, my father's confusion and dementia have significantly increased. He is fearful to leave his room because he doesn't know where he is. The staff have not been kind to us and are not supportive of him through this. 

  The bare minimum continues to be addressed by the managers within the facility- it's a true reflection on the way this company treats people. 

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

  Business Response

  Date: 02/13/2024

  February 13, 2024
  
  
  Re: Complaint #********
  
  Dear Better Business Bureau,
  
  Once again, Hawthorn Senior Living is the management company for ************ Retirement Residence, LLC dba ******************** Retirement Residence (********************) and responds to the Consumers rejection of the initial response.  We appreciate the opportunity to serve our residents at ********************, and I can assure you that we take reports of this nature seriously.  While I regret that the Consumer remains dissatisfied with the January 31st and February 2nd responses to her concerns, I am able to provide the following detail of steps taken to resolve the matter:
  
  2-08-2024 E-mail exchanges with Consumer.
  2-09-2024 Unit inspected by Consumers selected pest exterminator paid by ******************** ($50.00 invoice attached).
  2-09-2024 Replacement furniture selected by Consumer was purchased by ******************** ($4694.68 invoice attached).
  
  We appreciate feedback from the Consumer, and ******************** will continue working to meet the needs of our residents.
  
  Sincerely,
  
  
  *************************
  Resident Relations and Training Manager
  Direct:************
  Facsimile:************
  E-mail:*******************************************************
  
  File:     ********************
              2024.0079(C)

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21225680
  
  I am rejecting this response because this company has rented out the apartment infested with bed bugs to another resident who was UNAWARE of the previous issue. The turnaround time was minimal, leading to believe that the unit could not have been properly inspected, cleaned and gutted. 

  Some furniture was ordered to replace my father's ruined belongings. I still have not received any refund for the purchase of bedding I needed to replace and/or the vacuum we purchased to clean the thousands of dead bugs left on my father's floor and mattress. 

   

  He continues to sit in an empty unit, completely disoriented and confused. Meanwhile, you have put another innocent person in a unit that is likely still infested with bugs without DISCLOSING the previous issue to the new resident. The way this company treats people is appalling. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/07/2024

  March 7, 2024
  
  
  Re: Complaint #********
  
  Dear Better Business Bureau,
  
  Again,Hawthorn Senior Living is the management company for Chesterfield Retirement Residence, LLC dba ******************** Retirement Residence (********************) and responds to the Consumers rejection of our responses dated January 31, February 2, and February 13.
  
  The consumer was provided with choices for replacement furniture (receipts provided with February 13th response). She selected items that could not be supplied until 3-13-2024, and a bedroom set that is backordered until July 2024. She was informed of the timelines involved and alternative choices, but she made the decision to wait longer for specific pieces.  However, yesterday (3-06-2024) the Consumer announced that she no longer wishes to wait until July for the bedroom set, and that she will purchase items on her own.  We cancelled the order and will reimburse her for receipts up to $1600.00.
  
  The unit previously occupied by the Consumers father was treated and inspected by licensed technicians twice after he vacated the unit.  Additionally, the unit was inspected by specialty dogs, and an all clear report was received.  As an extra precaution, the unit-in-question was treated and cleaned a third time before being re-rented to another person.  Prior to move in, this information was shared with the current resident of the unit.
  
  At this point, the Consumers concerns have been addressed, and her demands were fulfilled.  We consider this matter to be resolved, and with this response, our business with her is concluded.
  
  Sincerely,
  *************************
  Hawthorn Senior Living
  Resident Relations and Training Manager
  Direct:************
  Facsimile:************
  E-mail:*******************************************************
  
  File:     ********************
              2024.0079(D)

• Initial Complaint

  Date:10/13/2022

  Type:Order 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.

  My mother has been a resident at the Salishan property in ***********, ** for more than a year and, generally, likes it well. But for the past few months she's been telling me that the quality of the meals being served has declined rather rapidly and precipitously. In fact, she shared that three longtime residents have recently moved out of that property for this specific reason.The monthly fees for residing in Salishan is nearly $1,800.00/month, which covers meals. Considering that the property is in Spring Hill - where I spent some years living myself - charging that kind of rental/etc. monthly residence fee, then serving sub-par meals, is deeply disturbing to say the least...Per Mom, it's not so much the quality of the food itself as it is the lack of healthy balance in the main meals: TOO much salt, sugar, carbs, BOILED vegetables. Considering that the residents are senior citizens - a specialty of your organization - serving food with these characteristics creates a highly elevated risk of increasing *********************** in those most vulnerable!I worked as management in restaurants for 18 years in ******************** so I understand the nature of "institutional" **************** prep (ie: purchasing & preparing meals for large groups of people w/ varying nutritional needs & tastes) and can also appreciate that you're a for-profit entity. Having said that, I would think the bottom-line would be negatively impacted by longtime residents moving out over something as simple - and yet crucial - as **************** issues. (In fact, the residents have sent a signed letter to your corporate HQ requesting upgrades & have yet to receive a specific response.)My mother likes Salishan! But she certainly has the financial means to live elsewhere in your competitors' properties, and is considering doing so if this isn't resolved...On Mom's behalf, & for the overall health of your residence, I request that this vital issue be addressed quickly & thoroughly ASAP.

  Business Response

  Date: 10/26/2022

  October 26, 2022
  VIA E-MAIL TO *******************************************
  
  
  Re: Complaint #********
  
  Dear Better Business Bureau,
  
  Hawthorn Senior Living is the management company for *********** Retirement Residence Opco, LLC dba Salishan Retirement Residence (hereafter Salishan) and responds on its behalf to this complaint.  I apologize for not responding sooner, but I did not receive the initial notice referenced in this e-mail.  We appreciate the opportunity to serve our residents at Salishan, and I can assure you that we take reports of this nature seriously. 
  
  Providing nutritional meals to our residents is very important for their health and happiness.  I shared this complaint with others in our company, including the Regional Director for our ******* communities, as well as our ******** Services Department.  We are actively reviewing information pertaining to meals served.  As such, I feel confident that all confirmed issues will be addressed.
  
  We appreciate feedback from residents and family members, and this complaint serves to remind our company about the impact to residents.
  
  Sincerely,
  
  
  *************************
  Resident Relations & Training Department
  
  
  
  *************************
  Resident Relations and Training Manager
  Direct:************
  Facsimile:************
  E-mail:********************************************************************
  
  File:     Salishan
              *********

  Customer Answer

  Date: 10/27/2022

  Complaint: 18220799
  
  I am rejecting this response because:

  While ************************ response is appreciated and welcome, in order for me to discharge this claim I would need to hear from him the specific action plan he, the Regional Director for their ******* communities, and his organization's **************************** will enact to address the important long-term health issues I raised in my original complaint, as there was no specific action plan expressed in his response. I understand, of course, that it might take a a resonable amount of time for ******************** and his team to coordinate on developing their plan. Having said that, according to their website, Hawthorn manages and/or owns hundreds of similar properties around the globe, so I imagine that this particular issue is not unique in their company's long history. Therefore, a plan to fully address and correct the issue likely shouldn't take an inordinate amount of time to put together and implement at the Salishan residence. 

  Also, I appreciate ************************ candor in sharing the nature of his organization's business relationship with the actual Owners of the Salishan Retirement Residence, as my mother and our entire family were of the understanding that this property was not only managed by Hawthorn Senior Living, but was indeed owned by it... 

  Thank you again to ******************* for his thoughtful response, and for voicing Hawthorn's commitment to "providing nutritional meals to our residents is very important for their health and happiness." My mother, myself, and our entire family - of whom she is the Matriarch - consider this issue of likewise importance, and look forward with anticipation to receive the specific action plan for how it will be resolved in a timely and thorough manner.
  

  Respectfully,
  
  ***********************

   

  Business Response

  Date: 11/07/2022

  November 7, 2022
  VIA E-MAIL TO *******************************************
  
  
  Re: Complaint #********
  
  Dear Better Business Bureau,
  
  Once again, Hawthorn Senior Living is the management company for *********** Retirement Residence Opco, LLC dba Salishan Retirement Residence (hereafter Salishan) and responds to this complaint on its behalf.  I appreciate the concerns and feedback from the complainant.  While I regret that the complainant is dissatisfied with the October 26th response to his concerns, we are not prepared to provide a detailed plan of action to outside parties.
  
  That said we remain committed to providing nutritious options for our residents to choose from at meals.  That includes a recently implemented Heart Healthy options amongst other options that we provide our residents. Additionally, we are always willing to discuss culinary feedback, and ******** continues holding monthly Chef Meetings with the Executive Chef, residents and their family members.
  
  I wish to acknowledge that our residents decide if we are successful (or not) in fulfilling expectations in the dining room.  We truly appreciate feedback from residents and family members, and ******** will continue working to meet the needs of our residents.
  
  Sincerely,
  
  
  *************************
  Resident Relations & Training Department
  
  
  
  *************************
  Resident Relations and Training Manager
  Direct:************
  Facsimile:************
  E-mail:********************************************************************
  
  File:     Salishan
              *********

  Customer Answer

  Date: 11/16/2022

   
  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.

   

  My mother, a Resident at the location in question, informed me that a new management team has taken over the daily management of this location, and that one for the two new management team members is a trained chef. So she notes some recent improvement in the food preparation and an attempt to offer somewhat healthier meals more focused on the needs of senior folks, which all of the residents of this facility are. She and I will continue to monitor the situation to ensure that this more healthy trend continues.

  We appreciate the Management Company's response so far to this very important issue.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/08/2022

  Type:Billing 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.

  As of July 1, 2021, Hawthorn took possession of ************** from Holiday Senior Living. There was a discrepancy on my father's account from the old company that stated my father had a rent balance which was an error that was not corrected by them. I have spoken with ******** ***** ***** **** and ***** to try to resolve the error that was on my father's account when this company took possession of the property. My father had a zero balance and paid his rent on time each month. The second issue, my mother no longer lives with my father effective June 2021 so the second person fee should have been removed. There was an error in the amount that was deducted so there should be an adjustment for each month of an additional $150.00 which is correct. I have spoken and met with several people from your organization who have stated that they would clear up this matter but to date, they have become more confused and until to resolve anything. Today, I received an email from ***** the last person I met with, and recorded the meeting everything stated was not accurate and my father's account is still wrong. I also provided ***** with copies of my father's bank statements that documented the automatic rent payments that were made to Holiday Senior Living. Please help, I need this matter resolved asap.!

  Business Response

  Date: 07/18/2022

  July 18, 2022
  Better Business Bureau
  P.O.Box 1000
  ******,** 98327
  
              Re:ID ********
  
  Dear BBB,
  
  Hawthorn Senior Living is the management company for SNR 24 ************* Owner LLC dba ************* Retirement Residence (*************), and responds to the complaint on its behalf.  We regret the aggravation caused by incomplete information supplied by the former management company (Holiday Retirement). 
  
  The Regional Director for ************* is actively working with our resident and his family member to resolve the matter.  The facts were researched, and a compromised amount was offered to the complainant.
  
  I feel the offer made by ************* is both justifiable and reasonable, and it has acted in good faith to resolve this matter.
  
  Sincerely,
  
  
  *************************
  Resident Relations and Training Department
  
  File:     *************
              *********