Summerville at Potomac

Review: My mother, [redacted], who is 104 years old, qualified for respite funds from the Respite Services of [redacted] County, Maryland. As her son and caretaker, I researched several facilities in our area and chose [redacted] at Potomac for a month long stay. She entered their facility on September 4 and was supposed to stay until the end of the month, but left one day early due to medical problems. Her total stay was to be $4,200 ($150 per day) which I was informed by [redacted] had to be paid in advance, which I did. Because she left a day early, she should have been charged a total of $4,050. Respite Services of [redacted] County paid [redacted] $4,100 on October 15, 2014, which [redacted] confirmed was received by them on October 18th. I have made several calls and have seen [redacted]' assistant executive director requesting I be reimbursed for my prepayment. I have also been informed by Respite Services that no prepayment is required in these instances. I would appreciate your help in helping recover the funds due me.Desired Settlement: I want a check made out to me, [redacted] for $4,200 to reimburse me for the prepayment of$4,200.00.

Business

Response:

Hello [redacted],I received your letter dated 11/18/2014 on 11/25/2014, I am writing this response in regards to a complaint filed by ID # [redacted].The delay in customer's refund was due to the system changes at our company, [redacted] Senior Living merged with [redacted] on July 1st. Our billing software, along with other internal systems, was converted to the new system effective Oct 6th, 2014. While our corporate office was working to make sure there is a smooth transition for refunds and credits, I was informing and keeping in touch with families to make sure they are aware. Customer and spoke several times and l assured him as soon as we receive a reimbursement from the county we will process the refund which normally takes 2-3 weeks, we received the check from [redacted] County Respite Services on 10/21/2014 and customer was copied on the email confirming we received the check that same day. Customer was due a refund of $4100, and additional $150, due to his mothers early respite discharge from our facility. A check for $4250 was processed by our [redacted] team mid-November, as expected, and on 11/24/14 the following message was sent to [redacted]:This is a message to notify you that a refund is being processed for (mother of customer), at BU# [redacted] in the amount of $4,250.00 as a part of the Accounts Receivable posted on 11/21/2014, it will be mailed Within 1-2 business days.Customer mentioned that [redacted] County Respite Services informed him that no prepayment is required. However [redacted] contract states that money needs to be collected at the time a contract is signed, and customer was aware of this policy. No other concerns were communicated by resident or responsible party through the proper grievance procedure. If there are any other concerns I would be happy to address them.Regards,Farah SAssistant Executive Director

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,