ComplaintsforCharter Senior Living, LLC

• Initial Complaint

  09/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We had a resident who was fixated on our loved one. She unplugged her lights, tv, and modem. She stole pictures off of our mom's walls, stole her belongings, and took her hearing aids. She eventually threw water at a family member who was visiting our mom and presented our mom with her poop. Despite this being in direct violation of the code of conduct explained in the contract, they did NOTHING. The Management team explained all of the reasons that this was happening, but was not willing or able to solve the problem. A male resident showed up in our mom's bed and wouldn't leave. Again, a lot of explanations about why it happened but no solutions for how to solve it. How did Charter Senior Living of Oak Openings respond to these problems? They discharged our loved one! Yes, they were cited by the Ohio Department of Health, but the stress that they placed on our family during an already difficult time was unimaginable. Having a loved one go to a memory care facility is stressful. They made it worse. DO NOT USE THEIR FACILITY. It's beautiful in the front, but dingy and unprofessional throughout.

  Business response

  10/13/2022

  At Charter Of Oak Openings, we are saddened by this family’s perception and experience. We worked hard to create the best experience possible for all our residents. We continue to be in good standing with the State of Ohio and make it a priority to use them as our guide. Charter takes pride in our open communication with all our residents and families.  Here is a testimony from our current family member:
  
  " I struggled with the hardest decision of my life when my wife of 50 years reached end stage dementia and I started exploring possible memory care communities. My sons and I visited many in our area and narrowed it down to 2 facilities. But in the end it was the "feeling" we all got after our visits to Charter Senior Living in Sylvania. The marketing staff helped us to feel confident and comfortable with this tough decision. Everyone we met exemplified the "team/family attitude" and were very personable and professional in their greetings and discussions. My wife had challenges when she first entered the community but with the consist caring of all the staff members, she became comfortable and is enjoying her new home. The staff at Charter truly cares about the residents and their families."

  We invite you to schedule a personal consultation and feel the Charter difference firsthand!

  Customer response

  10/13/2022

  
  Complaint: ********
  
  I am rejecting this response because the experience of another family has no bearing on our separate and very disappointing experience with Charter Senior Living. Part of the problem with Charter Senior Living of Oak Openings is they inconsistently follow their contract. One of their residents was fixated on our loved one. She stole pictures off of her wall, hid her belongings, repeatedly came into her room in the middle of the night, invaded her privacy repeatedly, presented our loved one with her excrement, unplugged her tv, modem, clocks, and lamps, and threw water at our family member. When we pointed out that this was in direct violation of the code of conduct in their contract, they only temporarily intervened. Further, when their intervention ended we were not informed, and the behavior very quickly escalated again. When we insisted that something be done for our loved one's privacy and safety, we received no response. Eventually when we complained that a resident was in her bed and would not leave, they kicked our mother (who had no behavioral disturbances) out of the facility.  They were cited for an improper discharge and caused severe distress to our loved one and our family. 
  
  Sincerely,
  
  ***** ************

  Business response

  10/21/2022

  [BBB transcription via email]

   

  I am not responding as this family will never be satisfied. This is the third platform trying to ruin our reputation. The family over a month ago has moved onto another community. We spent and exhausted huge resources trying to satisfy this family, but it is just not possible.

  Customer response

  10/24/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  They did not spend huge resources satisfying our family.  They spent huge resources temporarily providing one-to-one supervision to another resident who was improperly placed, was violating the code of resident conduct repeatedly, and was violating our mom's rights to privacy and safety.  When they addressed the problem by providing one-to-one supervision of the resident who was acting out, we were satisfied.  When they stopped addressing the problem, by withdrawing the one-to-one supervision the problem resumed and of course we were dissatisfied.  The resident returned to our mother's room in the middle of the night, came in and out of her room without invitation throughout the day, and created havoc.  Of course, we were dissatisfied.  

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

*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. ↩