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:06/07/2023

  Type:Customer Service 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.

  I am writing to share with you an issue that arose at your Ada facility on June 2nd. At that time my uncle, ***** ***** was in your rehab facility. He had been placed in a reclining chair next to his bed, however, was not given his call button. After sitting there unattended for quite some time he needed to use the bathroom. However, without the call button, he could not reach the nurse. He attempted to use the bathroom on his own where he fell and broke his hip. It is unclear how long he was on the floor after his fall. On Monday, June 5th I received a call from Vancrest asking if we wanted to "hold" his room. I thought this was an odd question, as we have had three other relatives in Vancrest, all of whom went to the hospital at some point during their stay but have never been asked that question. I stated we would need to hold the room. I was then told it would be $248.00 a night. I stated that since my uncle had gone to the hospital due to negligent behavior at Vancrest, it seemed unreasonable to ask us to also pay to hold his room. On Tuesday I called to speak with ***** the social worker and was put on speaker phone with a care meeting of 5 to 6 other people, I stated I did not feel comfortable speaking on the phone not knowing who was there. One of the nurses stated that "Anything I said would get back to them anyway, so I might as well say it to all of them". I again stated I would prefer to only speak to *****. ***** called me back, I again explained that I did not think it was fair to ask *** to pay for a room when he wouldn't have needed the room if proper care had been provided. ***** stated that she and I had had an in-depth conversation about ****'s comprehension, suggesting that *** was to blame for the fall. I told ***** that since *** was never provided the call button, which is proper procedure, his cognitive ability couldn't be blamed. ***** later called to state that my Uncle would not be allowed to return to Vancrest.