Holiday Retirement
reviews and complaints

I moved out of Hidden Lakes in Salem Or in Feb 2021 which is owened by Holiday. My monthly rent was deducted from my checking account for the 2 months that I stayed in their apartments. When I moved out my balance was up to date as far as I was billed. In the beginning of May they sent an over due bill for $401.96 to and old PObox that was closed. The following week I received a past due letter on this amount that they never billed me before. I called the local office who explained why I was just now being billed. I sent back their billing statement with a credit card info to pay the amount off. Since then I have received more past due notices. I called the corp collections office over a week ago with no response. I also called the corp office main customer service and left a message for a return call on the status of my payment. The lady was put out that I was calling again and stated someone will get back to you. No one has contacted me and I need some help in resolving this issue.

Mother found dead 8/1. Aug rent $2330 withdrawn from her act 8/3. I have asked for refund was told no. I have asked for policy/contract no respo. Shirley F resided at a Holiday Retirement loc., 1101 Sunset Blvd, Apt 126, Kenner, LA 70065. She was found unresponsive 8/1. A neighbor noticed her meals had not been picked up outside her door 7/31 and advised staff 8/1 that they should check on her. EMT's pronounced her dead 8/1. Her apt was cleaned out 8/4 by 4:30 pm. We did a walk through with John 8/5 @ 8am and returned keys, life beeper, 2 Cox Cable boxes and remotes. John advised apt was cleaned and left in good shape. I had asked John about a refund 8/4 and he referred me to Amy after 3 days Amy calls and says no refund. I called *** 8/6 & 8/7 left messages on voice mail, recording said I would be called back by the following day. I have never heard back from them. I e-mailed [protected]@holidaytouch.com on 8/10 asking for their policy and have not received any response.

A deposit was given to Rivers Edge (Savannah GA). I was told if we canceled our agreement in the next 1 to 2 days I would get a refund. On May 30 I gave a deposit to Rivers Edge (part of the Holiday Home group) with hopes of securing an apt there but needed to discuss it further with my daughter. Having discussed it we decided that it was going to extend my limited budget too far. I as told at the time that if I decided not to go further I would get my money back immediately. My daughter texted them on 5/31 and told them of my intentions not to proceed with a lease. She also called their office on 6/1. Since then, she has called and texted them at least 4 times and I even went and visited their location on 6/20 and was told I would receive the funds within 2 weeks. Today, 7/9 and as of today the $1500 has not been refunded and the again have been notified. I am going to be 90 in December and their business is taking care of the elderly. This is very disturbing and I should not have to go thru this to get my promised refund.

No response from this company as to when I should expect a refund check for the deposit fee charged by the Isles of Vero Beach, which they own. My mother was a resident of The Isles of Vero Beach for approximately 13 years. I recently vacated these premises after securing my mother's new residence in a nursing home. This occurred effective 9/1 as requested by the Isles. On 9/5 I requested information on the refund of the deposit fee associated with my mother's residence at the Isles from the business rep. No response to this date. I then turned to the corporate headquarters for information/assistance in this matter. I received a "robo" email verifying they received my email with a promise to respond to my email within 48 hours. I also phoned and left a message for a return call. The 48 hours came and went so I emailed a second time. Still, as of this date, I have no response from either the Isles or corporate. The only time you get a response from this place is when THEY want something, usually money. I have documentation available should you need it. Sincerely

This complaint is regarding the unlawful collection practices pertaining to deceased parent's account by Holiday Retirement. I have received three undated letters from Johnathan G and Misty A sent to the wrong physical address regarding collection of payment for my deceased mother's account with Holiday Retirement. These letters incorrectly and illegally include my name on that account. My deceased mother had paid rent prior to her death. Mr. G has stated that she signed a contract with them stating that upon death, 30 additional days of rent would be due. I have no knowledge of that contract and did not ever see or sign the contract. I also have no knowledge or responsibility around any assets or estate under my mother's name. I have spoken in person to Mr. G and have left messages with his supervisor, Mr. David R and with Holiday Retirement Corporate Offices with no responses. I have emailed and physically mailed letters to the above listed people that I have no knowledge or responsibility regarding this account and to stop all contact with me. They have continued to mail undated letters to my previous physical address with threats of harm around collection and to my credit score, but have not called or emailed me.

Holiday Retirement has a policy, in writing, of paying you $750 if you refer someone. My paperwork was submitted in May. Still no reimbursement. I lived in the Holiday Retirement community called Heritage Village in McAllen, Texas. I then referred 3 people to occupy 2 apartments. One couple moved in January and one single woman in another apartment in February. The rule is they have to live there for 3 months at which time the individual who referred them would get $750 per referral. Employees at Heritage Village submitted my paperwork to "Corporate" the end of May. The end of June my wife asked the Manager, Noe S, when we might expect the check and he said it normally takes three months. The end of August she asked again and he said he would check on it. In September she asked again and he said he would have the Assistant Manager look into it. In late October I lost my temper and visited the Manager. The Assistant Manager came into the office and said they had no record of having received it. So, it would appear no one checked on it for me in August or September. He said I would receive a phone call by the end of the day. He called and said I would have the check in two to three weeks. It has been three weeks. This is a terrible outfit. We are very sorry we ever moved in there.

The employee on duty last night (one time before also) told me I was not Allowed on the Property to see my friend, a Resident, Mr. Winslow E. P. I asked why, no reason was given 2x . Mr. P had a Eye Surgery yesterday and I came to the Community to Visit him and bring Gifts. I was told I was not Allowed there. I asked for the Gifts to be delivered. Today Mr. P informed me he did not get all of the gifts! He only got one out of many Gifts I left to be delivered to him. He ws missing 3 Poinsettias , Vase, Peace on Earth Plaque, Cookies, Soda, Batteries and Gift Bag. He only received the Card Shuffler I dropped off inside the Gift Bag with the other Gifts ! The girl at the front desk, an African girl said he would get the gifts in the morning. However, I got an email from Mr. P at 8:10 pm yesterday stating he only received the Card Shuffler and nots the other gifts I had emailed him about previously. The girl at the Front Desk was the only employee on duty. I had asked her to go and knock on Mr. P's door so that he could.talk to her regarding my being denied entry and she said NO she was the only one there and could not leave the desk. Mr. P knew I was coming over and said he would deal with the Company if they Refused my Entry again. He had a Hearing Aid and did not hear my phone calls from the lobby. Product_Or_Service: Denied Entry- Stolen Gifts

We were overcharged in the move out statement that we received from Holiday Retirement The move out statement charged us for 27 days in May even though we were only at the *** facility for 11 days. We were told by the manager at *** that this was because we had signed a move out form stating that we were leaving on the 27th of May. This occurred at the height of The COVID lockdown in the facility, so I told him that there was no way that we signed it because we were not even allowed into the lobby. I did inform the front desk by phone that I had made reservations for the 27th, but called back to let them know that the flight was cancelled. We had 2 other flights cancelled as well due to Covid. The airport was closing down all flights from Maui to the mainland at that time and we took the May 11th flight after being told by the airlines that it might be the last one out until July. That would not work for us as my husband who suffers from ALS needed to get back to the Denver area to be closer to his doctors and our support system. I sent 3 different emails to the manager and asked him to send me the form that we supposedly signed. He ignored my emails. I also had tried contacting Holiday Headquarters to discuss this, but after placing 5 calls and leaving contact information, I never received a call back. We had negotiated a lower monthly cost with Holiday when COVID hit because we found a property with a much lower cost that we were going to move to. Not only did Holiday charge us for 16 days that we weren't there, they prorated the fees at the original much higher price..

My parents are over due $600 for room & board at a hotel due to bedbugs in their room and $500 for cleaning deposit when they permanently vacated. On Oct. 17, I received a call that my parents aptartment at Madrona Hills was infested with bedbugs & they would need to vacate for 2 days so that the apartment could be treated. They were moved to a hotel, told to pay with their credit card, which they did, and that they would be reimbursed. The 2 days turned into 5 days. On Oct. 21, we moved them back to Madrona Hills & were told the bedbugs were gone. On Oct. 30 we spotted more bedbugs & Madrona Hills general manager told us it was only one & it was not doing well & that the room was not infested. We gave notice the following day that we would be moving my parents out. We hired a different pest control company to inspect the apartment and they verified that the apartment was still infested with bedbugs. We were told by the general manager that my parents would receive $600.00 reimbursement for the hotel room and expenses and their $500.00 cleaning deposit. I have spoken to the general manager countless times, both in person & by phone. He acknowledges that they owe my parents the money but tells me it is out of his hands. I have called his supervisor several times & he will not call me back. I have left numerous messages with their accountant at the company headquarters and received no return calls. The general manager left us a phone message on Jan. 27th that they would be issuing the check on Jan. 31, 2020. It is Feb. 19th and we still have not received the check. It has been four months since we had to pay for the hotel room out of our pocket and two and half months since my parents moved out of Madrona Hills. They have never disputed that my parents are owed this money, but they have yet to reimburse them for any of it.

There is an error in the amount of my rent increase and the outstanding balance amount due. I am writing to you for assistance with resolving a discrepancy about a rent increase that has been ongoing since August 6. My parents live at Shad's Landing Holiday Retirement Community. Please see the events that have taken place thus far to resolve this matter below: 08/06 - A letter was posted on my parent's apartment door that stated their rent had increased by $366.00. I immediately emailed the property manager to discuss their rent increase and the outstanding balance on the correspondence. The property manager shared that a letter regarding the rent increase was mailed on 06/21. I shared with her that we never received a letter by mail and the first correspondence received was the one posted on my parents' door. She continued to explain that there was a discrepancy with my parents' anniversary date due to a rent freeze that was in place with the previous management. On September 2 - The property manager confirmed that she had received approval to lower the rent increase to $100.00 and that would take effect on the date they were notified which was August 6. I have sent emails to resolve this matter on 08/06, 08/07, 08/27, 08/29, 09/02, 11/01, 11/28,12/04, 12/09, 12/11, 12/19,12/20 and we have spoken via telephone as well as in person from 08 - this week to try to resolve this matter to no avail. The property manager has worked diligently on my parent's behalf with the corporate office; however, the matter is still unresolved and today I received a new correspondence stating that my parents rent has now increased by $586.00. My parents nor I were ever made aware of this new rent increase and we need assistance with this matter as well.

This complaint is for the low water pressure and lack of water from taps at*** Retirement Home in Kihei, HI. Going on for a year. Often there is no water coming out of the taps of residents apartments for three to four minutes at*** Retirement Home. This happens on a daily basis several times during the day especially in the morning when there is high water use. Sometimes it is impossible to shower or wash dishes. Health aides cannot wash their hands before interacting with residents in their apartments when there is no water. There is also the concern of the overhead sprinklers not working in case of fire with lack of water. I was recently told by the marketing director at*** that the problem began when the condo below*** was constructed and that all the apartments are affected. In speaking with the Maui County Water Supply they sent their technicians out and tested the water pressure at the meter, which was 85 pounds of pressure which they said is adequate for normal pressure in the building. They said in testing the water pressure immediately after the water meter the pressure dropped down to 25 pounds, which they couldn't explain. They said the problem resides with***. I have written a letter to the Department of Water Engineering Division to help get clarification. I have not received any response from the management of*** despite numerous calls made to the office over many months. The Water Department has nothing on file concerning this issue. The marketing director has been the only person marginally forthcoming about this problem at***. I would like to know what is being done to expedite the fixing of this lack of water given the serious threat to the health and wellbeing of the vulnerable senior community that resides at***, many of whom are frail and have significant health issues and are not able to advocate for themselves, and have nowhere else to go given Maui's shortage of senior homes.

Refund of automatic withdrawal resulting in overpayment of actual amount due company. My complaint is regarding a withdrawal of $3361.00 for the month of December. My mother had been a resident at The Isles of Vero Beach for 2 1/2 years before becoming ill. We had given notice for November 12 as our move out date. She passed away on November 6. I had secured Habitat for Humanity to take the furniture out of the apartment. However they could not come out until November 20. I spoke with Kim S in the management office to let her know . She said to me you are covered till the end of November . Final walk through was on November 23. A full rent payment was deducted 11/3 of $3361. Which is correct for November. A final bill was put in the mail box of $2693.55 . I took this payment to Kim S on 11/23 and she instructed me to take that to the front desk. At that point we thought our relations with the Isles were over. However an automatic withdrawal was made by Holiday Retirement on December 3 for another full rent payment. I called the Isles starting the 7 of December trying to reach Kim S or the manager Of the Isles, Louis Lannuccilli. I tried several times and no return phone calls. The receptionist answering the phone took all of my information as well as the reason for my call. She sent them e mails as well that I would continue to call them or take some legal action if necessary. I also left messages at the Corporate offices for three days to call me and have not had anyone return the call. I find this very poor customer service and uncaring . I am only asking for moneys to be returned to me that is ours . To be ignored continually makes me distrust everyone in this office. Finally on Wednesday the 9 th of November the Manager did take my call and told me he was too busy to get back to me. Well, $3361.00 is a lot Of money to ignore . He said he would contact Accounting however it is Friday the 11th and no resolution or response. It cannot take this long to get an answer from accounting. It would take 48 hours to speak with someone in accounting. I know that Kim S can pull up this information on her computer. If it was an error I could understand that occurring. However I deserve the courtesy of someone responding and helping me to get these funds returned in a timely manner. .

Requesting itemized billing My 92-year-old father and 82-year-old mother signed a residential living agreement contract at the location of Courtyard at Lakewood on February 26,2020. They moved in on February 29. They wrote a check pro rating from the February 26 date, and also for the entire month of March. On March 1 my mother had a stroke and was taken to the hospital and subsequently ended up in a long term nursing facility. My father was allowed to stay with my mother at her facility until April 8th and due to Covid restrictions was asked to leave and returned to Courtyard at Lakewood. Note that a check for the month of April was personally delivered to Courtyard at Lakewood on April 1. My father was found dead in his apartment at Courtyard at Lakewood on April 9th in the morning after his return the night before. My brother also gave 30 day notice to quit on April 9. My brother and I were unable to retrieve my father's personal belongings until 5/29 as we were not allowed into the building nor his apartment due to the building Covid lockdown. We did not know what the policy was and were never notified that there was any more rent due . We also had my father's mail on forward to my personal address. On November 11 my now deceased father received a letter from Holiday Retirement ATTN PM Collections stating an amount due of $6,039.10 is now past due and requires his attention. The letter gave a phone number which I have called four different days and a recording states to leave name and number and they will call back in One business day. They have never returned my calls. A duplicate letter letter was mailed on 11/16, another 11/21, another 11/26. A final letter was mailed 12/01 stating a threat of being placed with a licensed collection agency if payment is not received by 12/21. Please note that my fathers rent was $2,711.00 per month. My brother and I have called the manager Miss M. R.,at the Courtyard at Lakewood location several times as well as emailing her with little response. I just spoke with Miss M. R. on 12/21 and she said that she doesn't have this account any longer "Because your father is no longer here" and that she will check with her account Rep and get back to us, which has not yet happened. The only request we had was what is the amount for ? No one seems to be able to itemize this $6,039.10 bill nor return a call.

My mother-in-law was promised a refund after not moving into one of their facilities. It has now been 71 days and we have not recieved anything. My mother-in-law (***) visited the Pueblo Regent located at *** Rd. in Pueblo Colorado on August 31, She was considering moving into a retirement community and wanted to see what they had to offer. Once we had looked at a couple of the Studio Apartments, we were told that they were running a special on the Studio apartments which normally rented for $1994 a month, the special had them listed at $1764 a month for 12 months. This was a savings of $234 a month, but the special ended at the end of August, (which is the day we were there). My mother-in-law was impressed, but not quite sure. She felt a little pressured since the sale was ending that day. My mother-in-law specifically asked if she signed the contract and paid the first months rent and then had a change of heart, would she be refunded her monies. Two employees of the Pueblo Regent (Niki P & Tatsia R) assured her that if she changed her mind prior to moving in she would receive all of her money back minus the fee for a background check. So after much contemplating she went a head and gave them $2382.80 (cash) and signed the contract. $1764.00 Rent for October $ 58.80 Pro rated amount? $ 499.00 Community Fee? $ 11.00 Insurance $ 50.00 Background Fee After spending a very restless night, my mother-in-law decided she had moved to quickly and was just not ready to sell her home and move into the Pueblo Regent. She called Niki the very next morning (September 1) and explained that she had changed her mind and wanted to cancel the contract. Niki assured her that it was her decision, and they would refund her money, but it would now have to come from the corporate office. (Holiday Retirement). Niki explained that it might take up to 6 weeks. After 8 weeks and no refund, my mother-in-law called Tatsia Rs and asked about her refund. Tatsia responded with "If you haven't received it by October 30th give me a call" So on the 30th of October I called Tatsia R and once they asked my name I was told Tasia was busy, I left my name and number and requested a call back. I never got one. About 4 hours later my mother-in-law called and asked for Tatsia, and once she gave her name, she was told Tatsia was not available. I then sent an e-mail to Holiday Retirement (dated Nov 1, 2020) (***@holidaytouch.com) and explained the whole situation and requested the refund. I received an automated response saying someone would be in touch via e-mail within 72 hours. It has now been 8 days and we haven't received anything. Not the refund, not an explanation, not even a call back from the Pueblo Regent. I would also like to state that the contract clearly states: All such fees paid prior to, or at the time of, executing this Agreement are refundable to you if you cancel this agreement prior to the Move-in-Date. It has now been 69 days since she cancelled the contract. I believe we have certainly given them ample time to refund the monies.

What I would like out of this is; that the debt be cleared and that I receive a notice of it Upon moving my mother into the Holiday Retirement Village (Creekside) at 3895 Old Vineyard Road on July 31st, July was said to be a prorated month and for the previous month. I called and said we would be out by the 30th. There was a $50 application fee that was waived. The lady was fired due to waving the fee and giving us a lower rate. It took about 5 months before some of the things were fixed in my mother's room. My mother was in and out of the hospital with limited ability to move (the last time she was in her room), she was receiving occupational and physical therapy. Mr.xxxxxxxx, the General Manager knew because it had to go through him for approval. During this time, her food trays was placed in her room on the counter out of her reach. We were denied helping her on numerous occasions between caregiving visits. It was once said that we couldn't use the laundry facilities on-site to wash my mother's clothes, but others could so we would have to wash her belongings outside the facility and bring them back. There were many things said at Creekside Retirement Village and due to that led me to believe that the General Manager was prejudice. All the people in the office were difficult to deal with except Ms. M and Ms. Regina. Housekeeping would do a half job in my moms' room. The toilet neck was stained a dark brown color and one time when I returned, there were no towels nor any tissue. I've been calling this corporation since June 20th concerning these matters of the General Manager sending me a letter back in May about auto draft and if we did not agree my mother's rent would go up $100 more starting immediately. I declined and opted to speak to someone from the corporation. However, no one has ever returned my calls and I had called about 6 or 7 times during that time. Only twice did someone answer but I was sent to another area and told that someone would return my call but never did. During the months of May through July, my mother was in and out of the hospital and rehabilitation centers. It started when we took her to the Emergency room on May 26th. After 10 days in the hospital, she was sent to the 1st rehabilitation center. She needed to be there longer than expected until around the 30th of June. All parties knew she was in and out of the rehabilitation centers all 3 times. Her rent was still paid in full and on time to keep her place. Before leaving the 2nd rehabilitation center on July 2nd, I called the General Manager saying, "This would be her last time here as we were preparing to return her home if things weren't better for her at her next PCP follow-up. My mother went to her PCP follow-up on Monday, July 6th, from there, the PCP sent her to the emergency department STAT. I returned to Creekside on the same day and told the General Manager once again and Regina that we would not be returning. I asked Regina to finish the room as she was helping my mother due to no one coming to assist as scheduled. I called the General Manager, he never said anything about a 30 day vacate notice and said pay until July 15th even though I told him several times at the beginning of July that she wasn't going to return. He then said I would have to pay the full month for August. I asked why? If I would have to pay for August, if anything it should be prorated. He still said I would have to pay. Due to my mother declining at Forsyth Hospital I didn't get a chance to fill out the paperwork that he sent on the 15th. My mother passed away on July 23rd at Forsyth Hospital. When the General Manager found out, he filed the paperwork himself and sent me a bill through email and text. I never received a copy of what he stated, and it also looks like I never told him she wasn't returning in the beginning of July. I asked why he was filing this now when he said said I would have to do it myself.

Not providing services for which senior residents are billed, since approx. March. Blaming on COVID for not providing, yet not adjusting rents. Since the beginning of the year, Holiday retirement has cut services to its senior residents significantly, always blaming "COVID", yet not doing THEIR PART of that equation by also acknowledging that they need to give something up too; mainly - adjust the senior's already-exorbitant rents. My parents moved into a Holiday property in June , which we now regret. While the employees are "nice enough", money is the crux of the issue. The rent is close to 4K per month, but never have my parents had use of: The much-advertised shuttle bus which is sold by Holiday to potential residents as SO convenient, full dining , any "activities" ie: Bingo, crafts, outings for the residents, *** use of the pool, beauty parlor, movie theater. They move thru "Stages of lockdown" extremely frequently; with arbitrary numbers used, including subcategories of A , B, etc. Are weekly coming up with "this or that visitor (visitors have not been allowed in MONTHS!) is going to get a COVID test so...back to Phase 4 you go! " Letter is put on their door, locking them back in their rooms. Benches continuously being REMOVED from out front where many of the residents like to sit and take advantage of their very limited opportunities to socialize. This could go on for ..months? Years? This is the crux of the matter: they will ALWAYS cite "safety of our residents!" as their rationale, no matter what they are yanking away this time. Knowing full well that residents and families cannot dispute that, as we will look "uncaring" etc. Alright~~ if COVID is around to stay for years possibly, greatly diminishing whatever quality of life in their life span these residents have remaining, then HOLIDAY needs to do their part of the equation and ADJUST THESE RESIDENTS' RENTS , REFLECTING THE MYRIAD OF SERVICES THAT HAVE NOT BEEN PROVIDED FOR MONTHS NOW. Period. Chief among these is the shuttle buses that they have collected rent for, yet which have not run since March! (roughly) Activities are an issue and outings as well. Dining room is of lower importance, but crucial to their quality of life also. Pool important for exercise IF you think I am the "only one" seeing a problem with this, your reviews online indicate otherwise, and that includes ComplaintsBoard.com complaints. I also overheard a group of residents at this facility in Gainesville (FL) specifically discussing this very topic among themselves, especially how the rents "never go down only up", yet they are not getting the services advertised to them! I previously submitted a review of Holiday in Winter Park FL, with a shoulder-shrug posted response by them, blaming COVID as I stated above, without recognizing their part in needing to compensate the residents. Calling them previous to that does no good , as they have a VM line only and state they will "Get back to " whomever calls within 48 hours, yet never do. (see reviews of Holiday, including on Indeed.com of employees , whom they treat in a similar dismissive manner). Thus having made a good faith effort to discuss this with Holiday, I am submitting this complaint with the ComplaintsBoard.com. I might add that , as a nurse and therefore a mandated reporter, I am continuing to observe what I think is an ongoing restriction on these senior citizens' lives that is detrimental to their health and well being, as well as the question of whether the lack of financial compensation for services not received constitutes a form of financial exploitation of an elderly, which is against Florida law. I am asking that Holiday compensate/credit these seniors for services not received since their ongoing lockdowns, etc. began, in early 2020 . Merely citing COVID without making allowances for their finances after all these months, is no longer acceptable. I ask not only on the behalf of my parents at your facility in Gainesville, who have only been there since June, but for ALL the senior residents of these communities affected.