Avalon West Health & Rehabilitation

I have worked with the community to transfer patients to our facility. Amazing team!

TLDR: Pro: Jeff (the nurse) is awesome Cons: food is awful, poor help from staff, they never billed insurance for part of his stay, tried to make us pay for his stay and said insurance denied it. Pro: The only pro is a couple of the nurses, such as Jeff. He was fantastic and my dad absolutely adored and appreciated him. He was incredibly kind and helpful. He got to know my dad as a person and would help him very quickly whenever he worked. Cons: The worst there is the administration. They didn't get the prior authorizations required for prescriptions, refilled many of his prescriptions during his stay too soon, and I had to call and email multiple times to update the insurance information they had because they kept trying to bill an old insurance. Due to them not getting the prior authorizations and refilling too soon, it cost my dad thousands (for prescriptions alone) as he then had to pay out of pocket for them. They also sent any lab work to an out of network lab which would've cost him more, but I fought with them until Avalon West would pay the bill for those labs. Tim Needles kept telling me my dad had to privately pay for about half of his stay because insurance wouldn't cover it. Each time I reached out to his insurance, they said they were waiting on more information from Avalon West. After I sent many emails to Tim and made multiple phone calls to Tim, he finally connected me to their biller (ShayLynne). She was nice and said she would help me appeal the decision. She ended up leaving and a few months later, I received a letter saying his bill was being sent to collections. I reached out to Tim again and he finally replied, connected me with Ashley Sand, and said it would if he didn't pay the second half of his stay (over $20K). I told them about the conversation with ShayLynne and was told they couldn't appeal his actual stay. When I asked Ashley why it couldn't be appealed, I didn't hear back. I reached out to his insurance again and found out that they were only billed for his therapy for the second half, not his actual stay. Again, they never even attempted to bill his insurance. I emailed Ashley and Tim and let them know about the conversation with his insurance, which I have in writing, and they never replied. I've tried calling and each time I call Tim and Ashley have happened to just left for the day, regardless of the time I call. Finally, the food is disgusting. There's quite a long delay (20 minutes or more) from the time the button is pushed to when someone enters and if they don't want to or can't help (they'll get someone else), it's even longer. It smells like urine in the halls.

Great staff. Great management very caring and compassionate staff and they will do anything to help you get better.

My dad gets great care! They keep him safe and engaged.

Do not send a loved one to this facility unless you want to be treated like garbage and needing to request any care given. Wish I could give 0 stars. I am a healthcare provider and this place will not receive any of my patients.