Complaints

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:05/02/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 was at Ignite Medical Resort from 01/11/2024 till her death on 02/14/2024. I paid for her stay for both the months of January and February. I had contacted this facility requesting a refund. I was told I had to provide a copy of her trust and this would be forwarded to the corporate office. Been waiting for 2 months for the refund despite contacting both the facility my mother was at and the corporate office. I contacted ***** at Ignite Oak Creek, ** (Monday April 29th) and was told she will check with corporate. I waited for a callback and called the corporate office in the afternoon of Tuesday April 30th. As of today, have not received a response. Can you help me obtain a refund?

• Initial Complaint

  Date:01/16/2024

  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.

  My brother ************************ was at the Ignite Medical Resort in Oak Creek ,** for rehabilitation. When his insurance ran out it was necessary to go to private pay. The price was $3,150.00 per week, to be paid in advance ($450.00 per day), which was paid for the week of September 5th to the 11th 2023. The following week another payment of $3,150.00 was made on September 12, 2023. ********************* passed away the following day September 13, 2023, less than 24 hours after the payment was made. Therefor they acknowledged that a refund of $2700 was due to estate. They claimed that they had to clear whether or not Humana had paid for any incurred expense, all insurance claims were paid to them. This has been confirmed by Humana. All proper affidavits had been filed and processed. Nothing happened for weeks. Finally, after various phone calls, I received an email from them that stated " the refund has been approved and will take an additional **** business days to arrive. "This was dated 12/21/23 9:51 am. It is now 1/15/24, nothing has been settled. I have called multiple times, plus emailed and have not received any form of response. This ordeal has been going on since September. I need to settle estate and pay bills. ******* ******* is the Ignite contact person ************** Email ******************************************************************************** Thank you, ********************************. executor of my brothers will.

  Customer Answer

  Date: 01/18/2024

  Consumer called the BBB and said the payment was being sent out to them.  They advised the complaint can be closed as resolved.

• Initial Complaint

  Date:12/06/2022

  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.

  My uncle was there from 8/23/22-11/16/22. During his stay he was never showered, never taken out of bed, his meals were delivered cold or late or both, his room wasnt cleaned regularly, his bedding wasnt changed regularly, he was told they didnt have soda or milk when he requested it, he would sit in a soiled diaper for hours because no one answered his call for help, a food server slammed down his plate because his tray wasnt completely cleared off. Upon discharge he was not sent home with any meds, home health care or therapy set up. No one came in his room as he was leaving. No one assisted him in getting into the car. No one answers the phones when you call and when you try to leave a voicemail the mail box is always full. There was no quality of care, really there was no care at all and I dont feel my uncle should have to pay a bill for care he didnt receive. Also his family has been coming in to care for him as nothing was set up for in home health care. He is unable to provide basic cares for himself such as get out of bed, go to the bathroom ect.

  Business Response

  Date: 12/14/2022

  we were able to identify the resident referred to in the complaint.  I was out of the country when this discharge occurred so I consulted with my ****** Services team and this is what I was told

   

  The resident was here for short term rehab.  He is his own responsible party and seemed quite satisfied with his stay here.  The patient himself only noted a concern after about a month and a half into his stay, of which staff followed-up appropriately following the facilitys grievance protocol.  While the patient expressed he had family support, ************************* was not involved in his care nor conversation with our staff during his stay; neither for discharge planning nor day-to-day care. 

  The guest was sent home with medications ordered to the pharmacy of his choosing.  Staff did have to fax the medication list twice as the pharmacy reported it didnt go through initially.  We also had our NP call them directly to ensure all medications were ordered appropriately.  The patient was also setup with home health services upon discharge through a *************************** covered through his insurance.  ************** has been explained that any *********** this at home, is at the patients discretion as it would be private pay.  This decision is determined by the patient and family.  The patient was also given the choice to discuss staying long term care.  However, patient stated that his family is able to assist and declined to pay out of pocket for his care.  Per the patient, he didnt qualify for MCD. So, any care is an out-of-pocket expense.  This is his decision, and he has the right to make that choice.  So, discharge was arranged per patient choice, along with ******** covered home health services.  This home health information was given to the patient upon discharge in a discharge summary of which the patient signed and received a copy.   

   

  If you have any additional questions, please let me know.