Family turns to 7 On Your Side for refund from senior living center

FREMONT, Calif. (KGO) -- Homes for the elderly are very expensive and families often must come up with big up-front fees.

If you pay first and then don't use the service, customers should get a refund. In fact, by contract a Fremont family was entitled to money back, but trying to get it was another matter.

Russell Allegre of Fremont was once an avid fisherman and devoted dad until he became ill. "He was diagnosed with early onset dementia," said his daughter Tricia Allegre. Tricia Allegre said it got worse, so the family moved him into a special home, Pacifica Senior Living in Union City. However, things didn't go well.

"There were people there who were all different levels of dementia," said Elinor Allegre, Russell Allegre's wife. "We decided it wasn't the best fit for him. They weren't able to manage him," Tricia Allegre said.

The family moved him out after just nine days. It meant they were entitled to a partial refund of about $2,600. "They told us we would get the money back, but it would take up to eight weeks," said Tricia Marshall, Russell Allegre's daughter.

Eight weeks later, still no refund. Tricia Allegre called to find out why. "I kind of got the runaround, 'Oh we'll call you back,'" Trisha Allegre said. "I even went down there a couple of times."

"In the meantime, he passed away," Elinor Allegre said. As the family mourned, they were still fighting for that refund.

"It was very unnecessarily difficult, especially when I'm trying to grieve the loss of my father," Trisha Allegre said.

Trisha Allegre decided to reach out to 7 On Your Side.

7 On Your Side contacted Pacifica Senior Living. Immediately, the company contacted the family "Oh, we're so sorry. Thanks for bringing this to our attention."

The company told 7 On Your Side, "We sincerely apologize for any delay on our part in resolving this issue. The family has received the full refund. Both parties are satisfied. The matter has been resolved."

And the long awaited check finally arrived.

Pacifica Senior Living said staff changes at the facility may account for the delay and it always intended to forward that refund.