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Business Profile

Assisted Living Facilities

Brookdale Senior Living - Headquarters

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Assisted Living Facilities.

Important information

  • Customer Complaint:
    As an added convenience and an alternative to local outlets, Brookdale operates a 24/7 Resident Family Connection Hotline that can be reached at 1-877-400-5296 or [email protected]. Again, regardless of the source, comments and concerns are addressed through resolution.

Complaints

This profile includes complaints for Brookdale Senior Living - Headquarters's headquarters and its corporate-owned locations. To view all corporate locations, see

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Brookdale Senior Living - Headquarters has 721 locations, listed below.

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    Customer Complaints Summary

    • 73 total complaints in the last 3 years.
    • 13 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/02/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I withdraw complaint after talking with *******.work for Brookdale, it was handled by my niece. Others had gaven 1 month's notice. I assumed the same, talked to the ********** end of Feb. - nothing was said about additional notice. I talked to staffabout a mover so they KNEW i was leaving. I moved in with my sister 2 hours from my house.After going thru records I find Brookdale sucked out 2 months rent AFTER leaving & 1 month's notice! I called "Chrsti" in their biz office a couple times and nothing (either 'sick' or out). No one indicated anything about more than 1 month's notice.The drive from my sister's was over 2 hours (gas$$). I needed to stop the cash burn.I'm a senior on fixed income. I paid rent in full from Oct. 2023 - Mar. 31, 2024 plus a nonrefundable ******************************** getting the 2 months rent they took unfairly. Brookdale is a FOR ************** with a vested interest in making money from seniors in difficult situations. I want a refund of april and may's rent ($8532).

      Customer Answer

      Date: 05/12/2025

      complaint resolved

    • Initial Complaint

      Date:04/09/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
       
      Better Business Bureau:

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

      Sincerely,

      **** ******

      Business Response

      Date: 04/09/2025

      We would like to express our condolences to you and your family on your loss. We understand your frustration and apologize for the inconvenience. The check was made payable correctly per our guidelines, however, our billing department has sent you an email with more information on reissuing the check. Please check your email. Thank you.

    • Initial Complaint

      Date:04/01/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have completed the entertainment services on March 17th, 2025 Brookdale ************ at the location of ********************************************** requested by ******* ************* Resident Engagement Manager. However, the remaining balance has never been paid to me and Mr. ******* has stopped responding after I have completed requested services.I have contacted Mr. ************* several times made a request to pay off the remaining balance and have been told once that the request has been transferred to the general manager. Few invoice reminders have been sent by my finance manager, however, as of March 28th, an invoice for my completed services has not been paid.I am asking Brookdale ************ at ***************** to pay an invoice (remaining balance for services provided) in full.Brookdale ************ ********************************************* ************ ************************************************** by:******* ************* Resident Engagement Manager ************ **************************************** ********************************************************************* AND ****** ******* ** ***************************************** Additional details:Date of the initial contact by ******* ************* by email - 02/22/2025;Date of service deposit payment on the amount of $300.00- 02/25/2025;Date and time of the actual event for the requested service - 03/17/2025, 6pm ET;Total amount agreed for the services provided - $595.00 with a remaining balance must to be paid on the amount of $295.00;Ways to contact the Respondent - emails and text messages.I am asking you to step up and help me to recover the remaining balance for my services.Sincerely, **** *********.

      Business Response

      Date: 04/09/2025

      Invoice number #**** was paid on 3/31/25, and Brookdale ************ received a payment receipt.

    • Initial Complaint

      Date:03/17/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
       
      Complaint: 23074877

      I am rejecting this response. I received a check today from Brookdale, but it was $608 less than what they owe me. There was no explanation. See attached documents.

      Sincerely,

      ******* ******

      Business Response

      Date: 03/20/2025

      The refund is being issued today and will be sent via ***** overnight delivery for receipt on Friday March 21st. I'm providing the tracking number so you can access the ***** website for updates on the delivery status. FedEx tracking # **** 5296 4518. Thank you

      Business Response

      Date: 03/31/2025

      An email explanation was sent on 3/24/25. ******* ****** stated he considered this matter closed. Please see attached.

      Business Response

      Date: 03/31/2025

      Explanation was emailed to ******* ****** on 3/24/25. He responded stating he considers this matter closed. Email attached.

    • Initial Complaint

      Date:02/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      my wife was put out of the nursing homeand she disable and blind.. said she cant come back.

      Business Response

      Date: 02/27/2025

      Mr. ******* please provide your wife's full name and the name of the Brookdale community she resided at. Thank you

    • Initial Complaint

      Date:12/28/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The building is infested with scabies. The management *****. Building is going downhill residence. Health and safety is at risk.

      Business Response

      Date: 12/30/2024

      Please provide which Brookdale location this concern refers to so we may further review. Thank you.

    • Initial Complaint

      Date:12/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In June 2024, I transferred my mother from Brookdale's ************* Independent Living location in ****************************************'s Spring Shadows Assisted Living location. The ************* location sent me an invoice dated July 2, 2024 with a credit for unused services of $1605.09. (invoice number **********). The Spring Shadows Assisted Living location began to charge me the full rate without giving me any of the credit. The ************* location says they sent the credit to the Spring Shadows location. The Spring Shadows location refuses to honor the credit and shows me their accounting system that they say indicates that they don't owe me the credit. The accounting records are incomprehensible, and I don't see any credit to my bank account. Neither the book keepers, nor the general manager, at Spring Shadows, can explain their own accounting system, The Spring Shadows location says they cannot explain the discrepancy and referred me to a head office accounts receivable telephone number. I called the number, and they could not explain why I did not receive the credit either. I understand accounting, and this looks very suspicious, and I cannot get any answers from anyone at Brookdale locally or at their corporate office. They will not call me back. I believe that this accounting system should have an outside auditor look at the books because no one can explain this discrepancy, and no one is willing to do so. I do not want to start legal action, but I am on the verge of suing them in small claims court because they are ignoring me.

      Business Response

      Date: 12/16/2024

      The credit balance indicated in your complaint as not being transferred from Brookdale *******************************************************, was transferred on 7/10/24. I've attached the account history report and have highlighted the balance transfer transactions. Please let me know if you have any other concerns. Thank you.

      Business Response

      Date: 12/27/2024

      Additional attachments.

    • Initial Complaint

      Date:12/04/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      No refund was issued. Instead, the company credited the December bill. But ... my mom was gone by Oct 28. They're still billing me. No one at the company understands. It's just a credit back to the billing as auto withdraw was not stopped as I received a December invoice. 

      Business Response

      Date: 12/06/2024

      Mr. ******, our deepest condolences go out to your family for the loss of your mother, *****.

      I have read your dispute and reviewed the account, as well as the Residency Agreement. The portion of the Residency Agreement that pertains to the termination of the contract upon death is Article VII, Section A2. It indicates that a 30-day notice is required in the event of death, and belongings must be removed during that 30-day period, or the account will be charged until they are removed. ***** passed on 10/18/24; her belongings were removed shortly after that; therefore, the financial responsibility end date of the account is 11/17/24, which is 30 days after 10/18/24. I've confirmed that the billing was adjusted to bill the account through 11/17/24, which resulted in a refund that was issued on 11/22/24. I've attached the residency agreement and have highlighted the section that pertains to this scenario (page 7). Thank you.


      Customer Answer

      Date: 12/09/2024

       
      Complaint: 22638115

      I am rejecting this response because: No refund was issued. I'm still being billed by the company - see December invoice. My mom's items were removed Oct 28. They're still billing me.

      Sincerely,

      **** ******

      Business Response

      Date: 12/10/2024

      The December invoice was issued 11/14/24. The agreement ended 11/17/24, after the December invoice was issued. The final invoice was issued 11/20/24, after the December invoice, which reflects all transactions billed after 11/17/24 being reversed. That final invoice I attached the initial response to you so please feel free to view it. You didn't receive the refund because it was sent to the legal representative, as is required. 

    • Initial Complaint

      Date:11/24/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.

       
      Complaint: 22598628

      I am rejecting this response because:

      You still have not paid me. I will be adding interest to this payment now as it is now been 4 months and 6 days since i have attempted to collect payment for my services from you. I will be emailing an updated invoice. 


      Sincerely,

      ******** ******

      Business Response

      Date: 11/27/2024

      Your request has been forwarded to our Accounts ************* to process payment for your services. We've been notified that they have been in contact with you and payment is in the process of getting issued. We apologize for the delay.

      Business Response

      Date: 12/03/2024

      We sent the payment via ***** tracking # 770291760125 on 11/7/24, which was delivered on 12/2/24 at 9:05am (per ***** website). They also included a picture on their website so please check to ensure they delivered it to your home. You may also want to report the package missing through the link below the picture "Report Missing Package."

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