Wesley Enhanced Living Main Line

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response It is untimely--why on earth am I getting this now?I have never received satisfactory answers to my questions about contractual matters (alternative to fee for service), whether the apartment was being held for rehabilitation, and what incentive was taking place when my Mother enteredThey know this and I continue to pursue other options against themI want my Mother's buy in back--which they continue to hold--or I will be forced to take legal action Regards, [redacted]

February 12, 2016Dear [redacted] I received your letter of February 3, The CEO of Wesley Enhanced Living has been in contact with [redacted] and his attorney numerous times to attempt to resolve this issueHe made an offer to them and as of the date of this letter, has not received a response [redacted] is simply not being factual and Wesley Enhanced Living will at all times, despite his allegations otherwise, follow the terms of the contract in place and all laws and regulations.Thank you.Sincerely yours,Linda SExecutive Director

December 23, 2105Dear [redacted] :I received your letter of December 18, with a statement from the son of our deceased resident, [redacted] **, who expressed concerned that he has not received the refund of his mother's entrance fee of approximately $70,We were extremely sorry that [redacted] ** passed away so quickly after her initial residency in our communityWe regret that she did not get to enjoy the amenities, programs, and camaraderie that our residents enjoyNevertheless, we are governed by a residency contract in the timing of any refund payments.As I have explained on a prior occasion to the attorney who is representing the family, refunds of a vacated apartment are governed by the terms of the legal contract signed by each resident or their legal representative upon occupancyThe terms of the contract state that the refund is not payable until the apartment has been resold, a full entrance fee has been received from the new resident, and the unit has been reoccupied [redacted] and her son, as power of attorney, both signed the contract, acknowledging that they understood this refund provision, on March 25, prior to her modate,Since her untimely passing, the unit formerly occupied by [redacted] has been and continues to be aggressively marketed by the Sales Department at Wesley Enhanced Living Main LineDuring the past year, the pace of sales has been briskOur sales team expects to end the year having closed on or apartmentsOur inventory of vacant apartments has declined from over units at the beginning of to an expected vacant units at the close of this year.We continue to pay refunds on apartments as they are soldDuring 2015, a number of transactions have involved refunds of entrance fees, totaling just over $Million in refunds during the yearAs our recent history with refund payments illustrates, we continue to aggressively market all of our apartments, whether or not they have refunds dueProspective residents are shown all available apartments that match their criteria[redacted] **'s former apartment does face some challenges in re-renting, principally due to its size and location within the complexHer apartment is a studio apartment, which is less desirable than larger units, which tend to move more quickly, and the location is further away from the main activity buildingProspective residents tend to prefer locations on our campus closer to dining and entertainment venues and [redacted] former apartment is located further away from these amenities[redacted] *., also alleges that our billing department overbilled his mother's medical expensesThis is simply untrue and reflects a misunderstanding of the Medicare Explanation of Benefits statement received by the familyOur Controller provided [redacted] *'s attorney with a spreadsheet that explained the billing on this resident’s accountHe did not contact us with any further questions upon receipt of this spreadsheetWe made no corrections to the amount billed, as it was billed accurately.In conclusion, I want to reiterate that we continue to market this apartmentLess desirable apartments can take a longer time to re-rent, sometimes more than a yearWe will notify [redacted] as soon as the refund terms outlined in the residency contract are satisfied by a new residentFollowing the satisfaction of the refund provisions, we will promptly pay any refunds due to the estate of this residentThis is and has always been our practice related to refunds due.Again, we deeply regret [redacted] **s sudden passing and we are sorry we did not have a longer time to get to know her.Sincerely yours,Linda SExecutive Director

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response It is untimely--why on earth am I getting this now?I have never received satisfactory answers to my questions about contractual matters (alternative to fee for service), whether the apartment was being held for rehabilitation, and what incentive was taking place when my Mother entered. They know this and I continue to pursue other options against them. I want my Mother's buy in back--which they continue to hold--or I will be forced to take legal action. 
Regards,
[redacted]

December 23, 2105Dear [redacted]:I received your letter of December 18, 2015 with a statement from the son of our deceased resident, [redacted], who expressed concerned that he has not received the refund of his mother's entrance fee of approximately $70,000. We were extremely sorry that [redacted]...

passed away so quickly after her initial residency in our community. We regret that she did not get to enjoy the amenities, programs, and camaraderie that our residents enjoy. Nevertheless, we are governed by a residency contract in the timing of any refund payments.As I have explained on a prior occasion to the attorney who is representing the family, refunds of a vacated apartment are governed by the terms of the legal contract signed by each resident or their legal representative upon occupancy. The terms of the contract state that the refund is not payable until the apartment has been resold, a full entrance fee has been received from the new resident, and the unit has been reoccupied. [redacted] and her son, as power of attorney, both signed the contract, acknowledging that they understood this refund provision, on March 25, 2015 prior to her move-in date,Since her untimely passing, the unit formerly occupied by [redacted] has been and continues to be aggressively marketed by the Sales Department at Wesley Enhanced Living Main Line. During the past year, the pace of sales has been brisk. Our sales team expects to end the year having closed on 29 or 30 apartments. Our inventory of vacant apartments has declined from over 40 units at the beginning of 2015 to an expected 31 vacant units at the close of this year.We continue to pay refunds on apartments as they are sold. During 2015, a number of transactions have involved refunds of entrance fees, totaling just over $1 Million in refunds during the year. As our recent history with refund payments illustrates, we continue to aggressively market all of our apartments, whether or not they have refunds due. Prospective residents are shown all available apartments that match their criteria.[redacted]'s former apartment does face some challenges in re-renting, principally due to its size and location within the complex. Her apartment is a studio apartment, which is less desirable than larger units, which tend to move more quickly, and the location is further away from the main activity building. Prospective residents tend to prefer locations on our campus closer to dining and entertainment venues and [redacted] former apartment is located further away from these amenities.[redacted]., also alleges that our billing department overbilled his mother's medical expenses. This is simply untrue and reflects a misunderstanding of the Medicare Explanation of Benefits statement received by the family. Our Controller provided [redacted]'s attorney with a spreadsheet that explained the billing on this resident’s account. He did not contact us with any further questions upon receipt of this spreadsheet. We made no corrections to the amount billed, as it was billed accurately.In conclusion, I want to reiterate that we continue to market this apartment. Less desirable apartments can take a longer time to re-rent, sometimes more than a year. We will notify [redacted] as soon as the refund terms outlined in the residency contract are satisfied by a new resident. Following the satisfaction of the refund provisions, we will promptly pay any refunds due to the estate of this resident. This is and has always been our practice related to refunds due.Again, we deeply regret [redacted]s sudden passing and we are sorry we did not have a longer time to get to know her.Sincerely yours,Linda S. Executive Director

February 12, 2016Dear [redacted]I received your letter of February 3, 2016. The CEO of Wesley Enhanced Living has been in contact with [redacted] and his attorney numerous times to attempt to resolve this issue. He made an offer to them and as of the date of this letter, has not received a response. [redacted] is simply not being factual and Wesley Enhanced Living will at all times, despite his allegations otherwise, follow the terms of the contract in place and all laws and regulations.Thank you.Sincerely yours,Linda S. Executive Director