Since attempting to secure an apartment for a family member in December, I have encountered significant issues with communication from the administrative staff at The Villas. I called multiple times to request the necessary paperwork to admit my family member, but I received no return phone calls or emails. How could they inform my family member that they would accept him without completing any paperwork?
Initially, everything seemed fine, but then the situation quickly deteriorated. My family member was hospitalized with an infection and, after recovery, was sent to rehab. We repeatedly called The Villas to inquire about the possibility of my family member returning, but all our calls went unanswered. A staff member who no longer works there mentioned a decline in health and that the required level of care would not be available. Rather than speaking directly with me or my family member, The Villas chose to inform a visitor, through the receptionist, that my family member would not be allowed back.
During the two months my family member spent in the hospital and rehab, I continued to pay rent without dispute. However, I questioned why I was being charged for an additional level of care when no care was being provided. When I spoke with the billing department, I was told there was "a lot of behind-the-scenes work" taking place. I found this questionable--what work could possibly be done on our behalf when we weren't there? I also informed the billing department that I didn't expect any further charges since The Villas had already communicated to someone (not to me or my family member) that we would not be allowed back. They then requested that I submit a letter of intent to vacate. Why should I have to do that if you aren't letting us return?
To avoid incurring additional charges, since I had already found another facility for my family member, I submitted the letter and arranged for all our belongings to be moved out and for the discharge paperwork to be signed. I subsequently received a phone call from the Director, Ralph, who assured me that I would receive a refund for two months of level of care charges and that no further charges would be incurred. You can imagine my shock when I was billed for another month's rent, along with level of care charges. Despite my phone calls and emails, I received no response.
Feeling frustrated, I visited The Villas to discuss the situation directly, as my previous attempts to communicate via phone and email had been fruitless. I spoke with Ralph again, and he reassured me that he was addressing the issue. However, three weeks is an unreasonably long time to wait for erroneous charges totaling almost $14,000.00 to be resolved.
I eventually involved my lawyer and only received a response to my email after mentioning that I would file a complaint with the Department of Health.
This situation is completely unacceptable. If it can happen to one person, it is likely occurring to others as well. It is disheartening to think about the implications for those who might not have someone advocating for them.
I urge you not to enroll in ACH payments, as they may take your money without justification. Please be cautious before placing your loved ones in this facility. read more
