Terrible business side staff, good to great caregivers. Have been arguing with these people since October over a rental increase they tried to hit my mother with with effective in January. She has 6 more months left on her lease (it goes through the end of May), that they need to honor. I have written numerous letters and emails to that effect and have had several phone conversations with everyone from the office manager to the executive director to a regional VP. I finally got the executive director to say they would not raise the rent, then they sent me bills (two months in a row so far) with the rental increase included. (And he acted like he was doing me a favor. Dude ... I have a lease!) No apology for their mistake or for the ridiculous amount of time I spent trying to straighten this out. The office manager is terrible at returning phone calls (but really excellent at sending out invoices). It's been nearly 4 months since they notified me of the increase and I began communicating with them on this issue and they STILL haven't fixed it. Good thing my Mom, who is over 90, has someone to be her advocate. She could never manage this on her own. Makes me wonder how the elderly residents who don't have family members around to watch out for their finances fare. On the other hand, the care staff is very good. They really look out for her and seem genuinely caring. My mom is happy there -- but of course, she's insulated from dealing with the office. She's been there for a couple of years now, and this is not the first time there have been billing issues -- and they've been wrong every time. It is a nightmare to get things straightened out. Keep your file handy and check every bill you get.
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