The Crossings at Hanover

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The Crossings at Hanover has not made a settlement offer, they continue to reject our request to refund the community fee, while hiding behind the fact they could not care for my father as promised Regards, [redacted]

We understand the customer’s concerns about the discharge of this resident from our community at The Crossings at Hanover, and we regret the misunderstanding with his family It is correct that our staff have experience and state-mandated training on working with seniors with cognitive impairments Unfortunately, this resident had repeated episodes of physically aggressive, potentially dangerous behavior toward staff other residents and a private sitter One of these episodes resulted in injuryThe repeated episodes of not just aggressive but also potentially dangerous behavior toward staff, other residents and a private sitter One of these episodes resulted in injury The repeated episodes of not just aggressive but also potentially dangerous behavior made it unsafe for him to continue to reside in the communal care environment at The Crossings For the collective safety of this resident, our other residents and our staff the difficult decision was made to discharge him to an environment of care more suited to his needsRegarding a refund of the community fee, this fee is comprised of a $ [redacted] preadmission deposit and $ [redacted] balance due at move-in The only portion of this fee that is refundable under certain circumstances is the $ [redacted] preadmission deposit, which may be refundable prior to the resident’s admission to the community onlyIf it is determined during the preadmission assessment that the Community would be unable to meet the individual’s healthcare needs, or if a preadmission medical event occurs that requires more care than the community can provide, or in the event of a death The $ [redacted] preadmission fee at the Crossings at Hanover is fully refundable This former resident’s residential lease agreement is clear that the $ [redacted] balance of the $ [redacted] community fee due at mois not refundable Moreover, the lease terms make it clear that the preadmission deposit is only refundable “if the Resident is unable to ever occupy the apartment.” This resident resided at The Crossings for over three months before a discharge decision was made Therefore, neither the $ [redacted] preadmission deposit nor the $ [redacted] balance of the community fee were refundable per the terms of the contract We sincerely regret the misunderstanding about this Linda ** U [redacted] , [redacted] ***Executive DirectorThe Crossings At HanoverMeadowbridge RoadMechanicsville, VA [redacted] O: 804.212.2110C: [redacted] F: 804.789.0868www.TheCrossingsAtHanover.com

We understand the customer’s concerns about the discharge of this resident from our community at The Crossings at Hanover, and we regret the misunderstanding with his family.  It is correct that our staff have experience and state-mandated training on working with seniors with cognitive...

impairments.  Unfortunately, this resident had repeated episodes of physically aggressive, potentially dangerous behavior toward staff other residents and a private sitter.  One of these episodes resulted in injury. The repeated episodes of not just aggressive but also potentially dangerous behavior toward staff, other residents and a private sitter.  One of these episodes resulted in injury.  The repeated episodes of not just aggressive but also potentially dangerous behavior made it unsafe for him to continue to reside in the communal care environment at The Crossings.  For the collective safety of this resident, our other residents and our staff the difficult decision was made to discharge him to an environment of care more suited to his needs. Regarding a refund of the community fee, this fee is comprised of a $[redacted] preadmission deposit and $[redacted] balance due at move-in.  The only portion of this fee that is refundable under certain circumstances is the $[redacted] preadmission deposit, which may be refundable prior to the resident’s admission to the community only. If it is determined during the preadmission assessment that the Community would be unable to meet the individual’s healthcare needs, or if a preadmission medical event occurs that requires more care than the community can provide, or in the event of a death.  The $[redacted] preadmission fee at the Crossings at Hanover is fully refundable.  This former resident’s residential lease agreement is clear that the $[redacted] balance of the $[redacted] community fee due at move-in is not refundable.  Moreover, the lease terms make it clear that the preadmission deposit is only refundable “if the Resident is unable to ever occupy the apartment.”  This resident resided at The Crossings for over three months before a discharge decision was made.  Therefore, neither the $[redacted] preadmission deposit nor the $[redacted] balance of the community fee were refundable per the terms of the contract.  We sincerely regret the misunderstanding about this.  Linda ** U[redacted], [redacted]Executive DirectorThe Crossings At Hanover8227 Meadowbridge RoadMechanicsville, VA 23116[redacted]O:  804.212.2110C:   [redacted]F:   804.789.0868www.TheCr...⇄

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The Crossings at Hanover has not made a settlement offer, they continue to reject our request to refund the community fee, while hiding behind the fact they could not care for my father as promised.
Regards,
[redacted]