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:04/20/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 father, *************, has been a resident at Alden Gardens Assisted Living in ************, ***I used to receive weekly updates and notices of upcoming events at the facility but I've no longer received a single one since December, 2023. Both ********************************* and ***************************, my contacts and employees at Alden Gardens, do not respond to my email queries and refuse to answer the simple question, "Has my sister, *************************, POA for *************, instituted some unofficial, under-the-table, non-legally binding gag order upon Alden Gardens to cease their communications to me about any events or updates at the facility?" This does not concern medical updates so it does not involve HIPAA issues. There is no founded legal reason for ************************* to institute any gag order upon Alden Gardens other than personal spite. There is no reason for Alden Gardens to answer my simple question to clarify whether or not I should be receiving updates or not.The issue was raised since in the past, I had been receiving weekly updates from Alden about the facility for years. But I have not received a single update or notice from Alden Gardens for over four months straight, since December, 2023. There was no explanation for the complete cessation of communication to me. Alden Gardens claims that not a single notice has gone out to families in over over four months which appears like suspicious misrepresentation to me, a family member of their resident.After no response from Alden Gardens, I sent two email complaints to ******************* at the parent company, Alden Network, and they also have not responded at all to my two simple questions.My subsequent request for confirmation that not a single update had gone out to residents' families has also been ignored by both Alden Gardens and The Alden Network.

  Business Response

  Date: 05/06/2024

  5/6/2024
  
  To Whom it May ************************* you for allowing us the opportunity to address the concerns of our customer as referenced in Case Number ********.
  Based on investigation of this complaint, it has been determined that the facility has not hosted any facility events since a holiday celebration in December 2023 which the complainant attended.  The remaining concerns of the complainant have been determined to be a family dispute.  The facility respectfully requests that the complainant contact his sister to discuss his remaining concerns as she has ***** of ******** for their father. 
  Again, we thank you for the opportunity to provide resolution to this complaint.  Should you have any questions, please feel free to contact me.
  
  Sincerely,
  
  **********************************, LNHA
  Vice ********** ****** and Public Relations
  P: ************

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21603596
  
  I am rejecting this response because:

   

  1) The facility still refuses to answer the simple question, "Has ************************* instituted any block of communication between Aden Network and *************** through her use of ***** of ******** for their resident *************?"

  This has nothing to do with any family disputes claimed by the facility. It is a simple question.

   

  2) There have been no family holidays since December, 2023. Complainant does not dispute there have been no activities at Alden. But the facility did not state whether or not there is any UPCOMING events at the facility to invite families to celebrate Easter.

   

  3) Facility refuses to answer with confirmation or denial as to whether or not my name and email exist on any list for communications from Alden Gardens in ************, ** to family members of residents.
  

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