Emiko Hori
Apr 2026
For numerous times, our mother at Aegis had been charged for the services that Aegis did not provide us. For example, Aegis charged us the dinners of her guests at the dining room (she did not have any guest on that particular day), Aegis charged for Tray Services that they did not provide us. Aegis claims that they have a sophisticated device/process to track dinner guest counts. We have seen everyday that tracking device is a piece of paper with a resident name list in the dining room. My mother's heater broke last winter in her room at Aegis. Facility people did not take this matter seriously for several days until I had to provide a lengthy email to make them convince that the malfunctioned heater does not sustain the desired temperature (What kind of heater is this?). The heater stopped working entirely after reaching the set temperature. I had to manually reset the temperature several times a day for a few days. Nobody at Aegis cared for several days and my mother got sick that week with cold. They finally replaced the heater after a week of hell without properly working heater in the room. Aegis staff asked us that in order to meet the requirement of medication count, we have to provide extra dollars one month since my mother's insurance does not cover for the extra medication. We ended up contacting both insurance company and pharmacy and found out that pharmacy does not need to order extra dosage and can wait until the next month. We don't understand why we have to be the middleman between Aegis and pharmacy. It is Aegis' responsibility to contact pharmacy to clarify these matters since we are under Aegis' pharmacy program. We are not happy that Aegis charges us for services that they don't provide us. Unnecessary charges come as surprises. Aegis doesn't take action for serious matters until we become vocal. If we are not paying attention to details, Aegis may escalate more charges on us and ignore resident's core necessities in a near future.
