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North Star Senior Living Reviews (1)

Review: [redacted] Heights is a senior assisted living home. My parents stayed there for a period of time to recover from my mothers broken hip. In all honesty the workers who directly took care of my parents met all of my family's expectations. They were attentive and kind. So much so that 2 years later we put them back on a waiting list to return. The problem unfortunately is a problem with there billing system and there inability to communicate. When my parents left I sat down with management and paid in full there balance. One year later I received a bill. When I call they said, "It was a mistake on there part. When it is tax season, corporate looks at the accounts and generated a bill because of incorrect dates. Don't worry we will take care of it." I did not hear from them for another year. Again at tax season I received another bill, this time from collections. I never had anything in collections before so this upset me. This time I went in and there was never administration to talk to. I left messages and when they finally called me back they said they would look into it and get back to me. Again, they never did. I contacted our attorney who gave me the advise to go to the collections agency and put in writing my complaint. I did this and they put a stop on collections and contacted [redacted]. A couple of months later I received another bill. They wrote back, "I apologize for the delay, If you can get this taken care of I will forgo all late fees on both accounts." Instead of $4230 we will take off the late charges and you can pay $950.45 The problem is they still have the dates incorrect. We moved my mother out Jan. 27th, my mothers 90th birthday! They are charging them for February. What's worse is once again I tried to call and go to [redacted] to resolve the problem and I get no return phone call. I again went to the collection agency and they also told me they have called them multiple times and also have not returned there calls.Desired Settlement: I do not want to keep getting billed for services my parents did not use.

Business

Response:

This is a difficult case in that for two years we have been trying to obtain the $950.45 still due from [redacted], the daughter who is responsible for paying her parents bill. There was a 30 day notice requirement, per the signed residency agreement. The parents moved out of the facility prior to the 30 days being completed; the balance due was $950.45. Ms. [redacted] refused to pay, despite her promise to do per the contract. We offered to waive the late fees thataccumulated the past years in order for Ms. [redacted] to pay what was due to the community via the signed contract. Ms. [redacted] still refused to pay. She has been mailed the bill for $950.45 every month. We gave the collections agency the same address we send the monthly bill. After two years of Ms. [redacted] refusing to pay, she should not be surprised a collection agency is now contacting her. We have talked to her and communicated with her many, many times, despite her assertions. If you have any further questions, please do not hesitate to call. Very truly yours, [redacted], Esq. General Counsel Northstar Senior Living, Inc. [redacted]

Consumer

Response:

I am rejecting this response because:

Yes,I [redacted] am the person responsible for my parents bills. My parents did move out before the 30 day month was complete, but that month,January was paid in full before they moved. I was aware of the 30 day requirement and gave my notice. In December of 2011 we notified [redacted] and [redacted] the administrators that my parents would be moving out 1/27/12, a surprise for my mothers 90th birthday. Because of the Holiday and the 1st falling on a week-end [redacted] made the arrangement to meet and sign paperwork on the 5th of January. [redacted] does not have an administer on staff on holidays,week-ends and at various other times during the week. We did this for [redacted]'s convenience, as she was not there on the 1st. I would not think this to be unusual to make an appointment on the 5th because all my payments to [redacted] were made after the 1st. We did this because I made them in person when [redacted] was available to take them. Never was I charged a late fee. [redacted] calculated the total balance due as $4909.10 I wrote a check for that amount at that time. This completed my payment obligation to [redacted]. Again I must add that Mr. [redacted] is [redacted]orrect stating I received monthly bills, I did not. The next bill was one year later. I received a bill that was postmarked 1/28/13. In this bill was a letter dated 12/28/2012. I never previously received this or any bill. This letter indicated I owed a balance of $1768.89 for my mother and $264.22 for my father. It stated I gave written notice 1/5/2012 so termination would be 2/4/2012. I immediately called [redacted]. As I previously stated she said it was a mistake on her part and would take care of it. I again considered the matter complete. Again for another year, I repeat I did not receive a bill until I received a notice from [redacted] for $5800.00, so yes I was very unpleasantly surprised. I was so taken back by the bill because I had been to [redacted] and put my parents on the waiting list to return. I had no idea the bill was not resolved. I then called [redacted] and left a message for [redacted] to call me. She returned my call in a couple days. She was very apologetic and kind. She said,"she just wanted to touch bases,wanted to let me know she did not have time to look into yet but assured me she would." She said she would call me back. She did not. I called and asked for her voice mail box and was told she did not have one. I went to [redacted] and she was not there but the staff put a sticky note on her desk to call me. She did not. There is a 30 day deadline to object the bill so I contacted our attorney. I was advised to put in writing and send by certified mail my dispute. On April 28th 2014, I received correspondence from [redacted]. I received the first bill ever for 825.20 for my mother and 123.25 for my father totaling $948.45. In the letter [redacted] apologized for the delay stating she would forgive the $4851.55 late fees if I would pay the $948.45. Again I tried to call her to explain the mistake regarding [redacted] submitting [redacted]orrect dates but she did not return my call. Again Mr. [redacted] is [redacted]orrect stating," we have talked and communicated with her many, many times." The only correspondences with [redacted] was once, when I received the first bill a year after my parents left. At this time I immediately called [redacted] and thought the matter to be resolved. The second time was another year later when I received a bill from collections. After this the handful of times contact was made,I was the one who tried to contact [redacted] to resolve this matter. Again my obligation to [redacted] has been fulfilled. S[redacted]erely, [redacted]

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Description: Retirement & Life Care Communities & Homes

Address: 2394 Washington Ave, Redding, California, United States, 96001

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