To whom it may concern regarding Complaint #*** (see attached), In response to this complaint, there have been ongoing efforts to consider how best to address the complainants concerns regarding their account including working with the state Ombudsman as an intermediary. Our staff
had indicated to the complainant during their rehab stay elsewhere that they recommend they consider other placement that may more adequately meet their clinical needs but should they wish to return, we could allow for them to try this setting again. I understand the complainant reports they feel they were informed on 10/4/that they were not going to be accepted back, but the communication is not remembered that way from our end. As of 10/12/17, we were informed that the complainant was still undecided as to their plans and their belongings remained in their room until Sunday 10/15/17, leaving this room assigned to them and offline for our purposes of being able to rent it to someone else. Someone can continue to pay and hold their room despite an offsite stay knowing that they are paying the full daily rate to do so, until they give us notice of their intent for a formal discharge . Where they did not formally communicate that they were discharging for sure and did not have their belongings retrieved and the room emptied until 10/15/17, this would be the date at which the billing for the room would cease. However, given the unplanned hospitalization and their perception of what was communicated on 10/4/and in an effort to provide a good faith gesture in the name of strong customer service which we pride ourselves on, we will be reimbursing the complainant the self-reported disputed amount of $3,728.00. Thank you for the opportunity to respond to this complaint, please respond and let me know that you are in receipt of it, thank you, *** ***Administrator
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
To whom it may concern regarding Complaint #*** (see attached), In response to this complaint, there have been ongoing efforts to consider how best to address the complainants concerns regarding their account including working with the state Ombudsman as an intermediary. Our staff
had indicated to the complainant during their rehab stay elsewhere that they recommend they consider other placement that may more adequately meet their clinical needs but should they wish to return, we could allow for them to try this setting again. I understand the complainant reports they feel they were informed on 10/4/that they were not going to be accepted back, but the communication is not remembered that way from our end. As of 10/12/17, we were informed that the complainant was still undecided as to their plans and their belongings remained in their room until Sunday 10/15/17, leaving this room assigned to them and offline for our purposes of being able to rent it to someone else. Someone can continue to pay and hold their room despite an offsite stay knowing that they are paying the full daily rate to do so, until they give us notice of their intent for a formal discharge . Where they did not formally communicate that they were discharging for sure and did not have their belongings retrieved and the room emptied until 10/15/17, this would be the date at which the billing for the room would cease. However, given the unplanned hospitalization and their perception of what was communicated on 10/4/and in an effort to provide a good faith gesture in the name of strong customer service which we pride ourselves on, we will be reimbursing the complainant the self-reported disputed amount of $3,728.00. Thank you for the opportunity to respond to this complaint, please respond and let me know that you are in receipt of it, thank you, *** ***Administrator
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Regards,
[redacted]