Waltonwood

On behalf of my Mother, I am filing a formal complaint concerning the poor living conditions she endured due to the lack of proper housekeeping services while she was living at Waltonwood of Cary Assisted Living, [redacted] SE [redacted] N.C. XXXXX. I have enclosed photocopies of the pictures that I had taken of the filth in apartment 1014 on the morning of Oct.27,2015 prior to the walkout and turning over of the apartment keys to a Waltonwood representative. I am also enclosing copies of the correspondence I had with various administrative staff at Waltonwood regarding a refund for housekeeping services not received, which was denied. Waltonwood admits the apartment was not cleaned but quote "we do not issue credits for housekeeping services" unquote.According to Waltonwood housekeeping services policy for assisted living apartments, my Mother was supposed to be receiving weekly housekeeping services with yearly deep cleaning on or near the move in anniversary date. My parents had moved into apartment 1014 in Sept.2013. My Dad, was moved into [redacted] in Jan.2015 at which time my Mother began living alone. I am mentioning these dates to setup the timeline to help support my grievance. According to Waltonwood's housekeeping service policy, weekly housekeeping included cleaning of the bathroom, kitchen, vacuuming of the rugs and light dusting with a deep cleaning performed yearly near the move in date. If Waltonwood followed their policy apartment 1014 would and should have been spotless on Oct 27,2015. You see my Mother had fallen in early Oct.2015 and had been living in a skilled nursing facility for approximately 3 weeks. That apartment had been empty for prior to when the photos were taken and it was very apparent that it was not clean. No one had been living in that apartment for approximately three weeks. I can't understand why they feel a refund is not warranted. They did not provide the service that was paid for.Desired SettlementI feel a refund for housekeeping services which is part of the monthly fee is warranted. I am very sure that the two yearly deep cleaning services were never done and the weekly service was poorly done. The floor around the toilet was filthy, and so was one wall and floor near the baseboard in the kitchen.