The complaints listed below were requested via the Freedom of Information Act, FOIA. These are just three of the countless complaints filed with the Ohio Board of Mental Health. Each complaint was forwarded to LR to investigate the complaint. Landmark investigating is like allowing the police to police themselves or allowing the church to investigate claims of sexual abuse. The following three claims are for the Medicaid Facilitry of Cleveland by LR in Euclid, Oh. The first two complaints are summaries of the original complaint.
The following complaint alleges that there was insurance fraud. This patient claims that they were on 15 medications. The patient mentioned constant fighting and being roomed with a “suicidal” patient with access to knives.
Complaint Filed: 03/16/2022
LR – Euclid, Ohio
Patient checked herself into the facility on 03/01/2022, signing all paperwork and presenting her belongings. Patient reported constant fighting, resulting in the police constantly being called. The patient shared a room with an individual that always stated she was “suicidal” and that the facility was unsupervised, leaving the roommate access to knives, etc. The patient did not feel safe and wanted to leave the facility. After 45 minutes of waiting for her belongings to be returned, she was presented with her suitcase. Upon review of the contents, most of her items were missing. Instead of staying in the facility, she opted to come in daily to be treated. She waited 1 hour and 45 minutes, and finally questioned what was going on. The employee for Landmark informed her they had written directions for her. She had 15 medications on the sheet that the patient never took. The patient was prescribed medications for sinuses, but she hadn’t been seen by a doctor. She did call Caresource and reported fraud.
After Landmarks “investigation” took place, they indicated the individual left and was upset about the policies of the agency, and that those policies are being addressed in another complaint. Complaint closed.
This case was “investigated” by Landmark, and it was deemed that the patient filed it because they were upset about policies.
The next complaint again alleges fights every other day. This complaint also alleges commissions lying to patients to get them into the facility.
Complaint Filed: 05/18/2022
LR – Euclid, Ohio
Patient was a transgender woman, and veteran, promised safety due to her transgender status. She was told no men would be allowed in her area. While undressing, an approximate 6’4, 220 pound male entered her room, started a fight, and threatened her. She was denied the ability to call police or her advocate for human trafficking. In her complaint, she stated “there were predators in the building, women were not safe and fist fights occurred every other day. She is currently working with a LGBTQ+ attorney to address these concerns more fully.
After Landmarks “investigation” took place, they indicated part of the complaint was substantiated, the majority of the complaint was unfounded, based on a review of the internal investigation conducted by the agency.
What part of the complaint was unfounded, and what part was founded?
The following complaint is not a summary and is the full complaint. This complaint appears to be from an employee based on the information shared.
Complaint Filed: 05/10/2022
LR – Euclid, Ohio
It is imperative that you know this message is written in good faith in the hopes that it will be distributed to the individuals who will immediately take action to these serious issues. I am terrified that a client is going to die in this recovery center. Last week a client cut his wrists and was rushed to the Emergency Room. The next day after several attempts of asking for help a client hung himself in the client restroom, thank God another client walked in and was able to save him, 911 was called. These are just 2 incidents.
Violations are as follow:
HIPPA LAWS
FALSE ADVERTISING (services not rendered)
GROSS NEGLECT (no necessities for clients, hygiene products, linen, lack of food, no cleaning supplies etc..)
DISCRIMINATION
MEDICAID FRAUD (billing for services & medication never rendered or received)
LR is not a dual diagnosis center, nor qualified to handle mentally disabled clientele. Yet administration or should I say sales, is a disgrace. These clients are lied to from the beginning. The website, brochures, administration are all mendacious.
LR does NOT have a detox unit. Clients are placed wherever there is a bed available. Not once does a nurse go to a client’s room, the PES take care of the client of their own free will and empathy. The withdrawals, vomit and diarrhea. Some go 3 days without receiving medication. Some of which was brought in with them, Blood pressure, diabetes etc.
Nor does Landmark have food for clients with special diets. Up until 3 weeks ago Nurses were sharing BP machine, thermometer & oximeter. Which were not accurate. Clients are ill because of High Blood Pressure and sugar levels. Some rushed to ER because of faulty reading. These clients are NOT taken care of. GROSS NEGLECT & CONDUCT.
There have been several days with zero snacks provided, many many days where the kitchen runs out food, yet staff are being fed? Last week on family day they ran out of food for visitors , complete embarrassment. For weeks now clients have been eating on paper products because dishwasher has been down. Never enough drinks for them either. Clients walk out of nurses rooms with medication still in mouth to pass on to others
Landmark promises one on one counseling and therapy. Many clients are on week 3 and have yet to see anyone.
The list goes on & on. I am doing my moral obligation in reporting this. I cannot sit back & do nothing. I could not live with myself.
I myself am in recovery & believe recovery places are needed in our area. This is not a recovery center. Spend a day in these units & ask yourself, would I send my child here. THE ANSWER WILL BE ABSOLUTELY NOT!!!!!!!´
After Landmarks “investigation” took place, they indicated the allegations are unfounded based on internal investigation conducted by agency. No issues identified. Closed Complaint.
Here is another example where a dishwasher has been broken, I have heard about several facilities needing more food and supplies. How were these claims unfounded? How is the Ohio Board of Mental Health not doing its due diligence and conducting its own investigation? Is this a lack of resources and incompetence, or is there a reason that they are looking the other way? I will share all of the complaints filed in Ohio against LR.
Is the pressure getting to the C-suite staff? Tia Conard posted her frustration on Facebook. Tia is mistaken if she believes we are channeling our frustration to destroy LR. Tia, people brought up the issues you were involved with at the Landmark facilities. Several people have told me you looked the other way and refused to listen to security complaints and concerns. I can’t believe the audacity you have to claim that you want to help people get sober. If this were the case, you would have helped improve the facilities’ conditions. I don’t understand how you were promoted to Regional VP of Operations. You got demoted down to becoming Executive Director for SDF and PSDF.
This is precisely why LR is in the mess that they are in. They demoted the three Regional VPs of Operations. One quit, while Nicole Carter and Tia were demoted to Executive Directors. Neither Nicole nor Tia should have kept their jobs when staff was laid off on Friday, March 3rd, 2023, aka Black Friday. Both ladies talk about employees behind their backs and backstab people. The only reason that they are still employed is because they tow the company line.
Landmark has been going downhill because people who could have brought about positive changes were roadblocks. Several former employees have come forward because they cared about helping people battling addiction. I hear daily about employees being laid off, terminated, or furloughed. The Medicaid Facilitry of Cleveland by LR facility is dangerously close to having staffed furloughed. The Census is extremely low. If they drop below 20 patients, employees will be furlouged. If this is the case, why is Landmark hiring for ten positions? The jobs were all posted two days ago.
Nobody finds it funny that people are losing jobs and health care benefits. The Indeed job postings talk about the benefits that are gone. Employees can’t opt out of their insurance because it’s not an open enrollment period. Employees are stuck paying the increased insurance cost since Landmark decreased its contribution. Landmark treats its employees the same way they treat their patients poorly.
Tia, you had a chance to be a hero and blew it. Landmark is being held accountable for the years of issues that were ignored. The employees who spoke up were let go. Please don’t play the oh woah is my card; that’s nonsense. You drank the Kool-Aid and were part of the problem. People came to Landmark to help people; patients came to get better. Instead, patients were using drugs, staff were sleeping with patients, and facilities ran out of supplies and medication. Even employees raised these concerns when Clifford Boyle addressed employees; these questions were ignored. How many of those people are no longer employed at Landmark?
On Tuesday, July 18th, an “emotional” Clifford Boyle attempted to address employees regarding the issues at Mishawaka. I placed emotional in quotations because Clifford went from crying to talking about finances in the blink of an eye. Several people felt that the crying was fake or insincere. I watched the video, and I agree with people’s impressions. Instead of focusing on fixing the current facilities, Clifford stressed how the company was planning on rapid growth.
Haley Arsenault asked staff watching the video to message Elizabeth Mattson any questions they want Clifford to answer. That request was ignored as employees kept calling the company out and highlighting issues at facilities. The chat quickly grew beyond control, with relevant questions being asked.
Several Landmark employees stepped in. Robbie Becker was the first to weigh in. He asked that anybody who reports to him email him, and he would pass the questions along to Elizabeth.
Alvin Luster chastized the employees as disrespectful as Clifford poured his heart out. Really Alvin? Employees ask why staffing is so low or why nursing staffing is being cut. People are fighting for the safety of staff and patients, and you consider those questions disrespectful?
Employees raised questions about how admissions lied to patients. Patients were told repeatedly that LR has a pool and spa. No LR facility has a pool. I covered several issues with admission previously. John Hood said he listened to the admissions calls personally and never heard any admissions people lie to patients. Somebody is lying; is it the countless staff members or John Hood? If I were a betting man, I know where I’d put my money.
My favorite comment came from Nicole Carter. Nicole asks people to stop asking questions and raising issues as it’s not “productive.” Nothing will if this doesn’t convey to you what kind of a company LR is. The questions about safety were constantly ignored. Landmark wouldn’t be in the position they currently find themselves in had they done the right thing from the start. There is no saving LR. Too many people look the other way or can’t address the company’s deep-rooted issues. I await Matt Boyle running for President of the United States.
I have had two people advise me that there are safety issues at Medicaid Facilitry of the Firelands by LR in Willard, OH. Both individuals reported that the sewer water backed up and flowed into the hallways. Nobody mopped it up, and the water was allowed to dry independently. There is black mold in the showers. Instead of addressing the black mold, the mold is being covered up to pass a health inspection.
The dishwasher broke, and the facility uses paper plates to serve meals. Landmark is unable to pay to have the dishwasher fixed. I want to know who pays for the paper plates since Landmark can’t pay its bills. I can’t see buying paper plates as being financially sound.
I also heard that several rooms don’t have working air conditioning. I have heard that this also happened at the Mishawaka facility. The bottom line is that Landmark allows the properties to become run down and fail to maintain them. Black mold is a safety concern and causes health issues. All health departments need to conduct complete inspections of all facilities. They need to check all emergency exits and doors to ensure no safety concerns.
LR hires people like men who use Tinder, anybody with a pulse. An employee at the Mishawaka facility was arrested on Tuesday, July 25th, for having two open warrants. The first open warrant was from February 2016, and the second was from August 2023. Some might claim this is an isolated incident, but it’s not.
Please meet Tyler Jacobson. Tyler stated he had just driven 20 hours to get to Franklin, TN, to start his new job as an admission counselor. As police searched the vehicle, they discovered a syringe, heroin wrapped up in a napkin, close to an ounce of black tar Heroin laced with fentanyl, and eight ball of crystal meth, tainted with fentanyl, cocaine, and Xanax pills. Before my employment at Landmark, I had to complete a drug test. I find it hard to believe that Tyler would have passed a drug test.
LR hired this unnamed deaf employee at their LR of Indianapolis. This unnamed ex-employee was identified for texting with someone he believed to be a 15-year-old girl. He drove over an hour to meet this person at a convenience store at night. He was met by the nonprofit group PCM: Predator Catchers Muncie.
At another unnamed facility, an employee was hired after they assaulted a woman. I was advised that this man took a woman outside and sexually assaulted her. On another occasion, this employee ended up partying with two women and another male, and they took turns assaulting the women.
It wasn’t just the patients that committed the rapes and sexual assaults. I question LR’s commitment to the safety of its staff and patients. All you need is a high school diploma to get hired. Any warm body will do the trick, it seems.
On July 25th, I received the following email from Concerned Citizen.
Matty and the company are being held accountable for the years of issues. I have spoken with over 30 former employees. They all share similar stories to the events that transpired in Mishawaka. LR wouldn’t be in this boat had they done the right thing in the first place and addressed the safety concerns. Management refused to terminate employees that had sexual relations with patients.
This morning, August 10th, I woke up to another email from Concerned Citizen.
I need to move on with my life. Being a consumer advocate is my life. I don’t fix Google reviews, for the heck of it. I removed fake Google reviews to protect consumers. My website Review Fraud lists businesses with fake reviews, and I need to add LR due to the employees that left Google reviews. You will not stop or scare me away from this project. I have had death threats, trolls, and countless threats of being sued. I still live rent-free in their heads, just like I am with you.
On July 30th, I received the following email four times.
If you start your email by telling me you are not affiliated with LR, chances are you are. I never worked at the facilities. I did raise my concerns when I saw Kyle Johnston’s story about the issues in the Cleveland facility. I would also forward the negative reviews to my boss so somebody could investigate the complaint. Please don’t accuse me of being part of the problem when I had limited information on the issues at these facilities. I have yet to visit one in person. I am not angry and know what I am doing to help. In the final weeks in Mishawaka, Landmark refused to allow patients to talk on the phone or watch the news. They prevented family members from contacting their loved ones.
It has come to my attention that in Matthew Boyle’s latest email, he is looking for whoever is leaking information. Well, Matty, welcome to the Streisand Effect. The more you try and control and shape the narrative that former employees are the enemy, the more information will be leaked. Not only do you not know who is leaking information, you don’t know how many people are. The kicker is you caused people to come forward.
If you are a former employee and signed the NDA, your NDA does not cover you talking to authorities about crimes committed by LR. You can ask any lawyer to verify this. I encourage everyone to come forward and speak with the lead detective, Det. Stopczynski Kstopczynsk@sjcpd.org or 574 323 4415. He will determine if his office or one of the federal agencies needs to hear from you. If you have information that can aid the patient’s lawsuit, contact The Crossen Law Firm.
People know exactly who Matty is. He throws tantrums and pretends to be a gladiator. One ex-employee from PSBN referred to him as a lost puppy when he showed up onsite. Matty was driving around town in a Tesla, and the company laid off almost 200 people a few weeks later!!! Matty doesn’t care about his staff or the patients at all. Matty only cares about Matty and making money.
If you work for LR, work on your exit strategy ASAP. If you are one of the corrupt people, get ready to go down with the ship. The Department of Justice will find everything; from what I know, Landmark is toast. Matty and the crew are looking at multiple pending charges. It won’t shock me if they get hit with RICO, Racketeer Influenced and Corrupt Organizations. Rico was the same way the government brought down Al Capone.
I am a digital marketer by trade but a consumer advocate by heart. I have been a consumer advocate since April 2013 and have never betrayed or divulged a source. I worked with nonprofits, mom-and-pop businesses, and universities in my first project. I still haven’t shared any of those names. You can come forward and share information; ensure you protect yourself.
Hey Matty, welcome to FAFO time and Streisand Effect. I have been gentle, but the gloves are coming off. I am going to 11 now. You think it’s terrible when your dad Cliffy talks bad about you; wait. I will mop the floor with you, sit in the front row for your trial, and have the biggest grin on my face. The true shame is you will receive better treatment in jail than your patients ever did.
“I didn’t feel safe.” anonymous employee. “If it weren’t for five men staying up all night, my staff and I may have been victims. I started carrying a pocket knife.” Why did this former employee not feel safe? It wasn’t just here, “I know that other female staff carried around mace.” It was the need for more security, being outnumbered, and walking alone in dark hallways. It could also be the types of patients that were admitted to the facilities.
Before Mishawaka’s opening, new hires had to conduct training with toilets that wouldn’t flush. The septic tank was full and overflowing. Mishawaka went from zero patients to a full 160-bed facility in weeks. The staff was completely outnumbered, and there needed to be enough security guards. Nicole Carter oversaw this facility and was well aware of the issues at this facility.
How did LR allow this to Happen?
When LR LR posted ads for admissions consultants ACs, they mentioned earning a commission. It is illegal for companies to pay commissions in the healthcare field. Instead, LR called this a bonus. LR paid the admissions people a commission if a patient walked into a facility and got admitted. The ACs were paid on a tiered system, 27 to 36 admits, $25 per admit, $45 for 37 to 42, and $75 for over 43 admits per month. If you didn’t get more than 26 admits, you didn’t get a bonus that month. If the ACs got somebody to agree to enter treatment, they would fail to complete the prescreening process. A prescreen summarizes what they have been using, any diagnosed medical or psychiatric conditions, medications, legal issues, if they’re homicidal or suicidal, and if they have a history of suicidal/homicidal ideations. LR offers HLOC a Higher Level of Care. The ACs didn’t pass this information to the facilities. LR would admit sex offenders and people with violent pasts and not tell staff.
Let’s circle back to the female employee that didn’t feel safe. Her fears were entirely justified. LR didn’t have her safety in mind. It was all about Fill The Fucking Beds. Admissions had a Do Not Readmit list. These people had left too many times, were violent, or brought in contraband. Instead of barring these patients, they would be moved to a different facility. A few patients got banned from all facilities.
Admissions would follow up with discharged patients to see if they relapsed. This was a required question. If they admitted to relapsing, they were encouraged to reenter rehab. The AC would again receive another $250 bonus. I question LR’s how many lives have been impacted when it was a revolving door of patients to be readmitted. When the census count is low, management will present the ACs with a target list of people to call. They were offered an additional bonus of $50 to $200 if they got somebody on the list into rehab that day. ACs and upper management tried admitting people should have been turned away.
Nicole Carter went from being the Executive Director for LR to being the Regional VP of Operations. She oversaw the Indiana and Ohio facilities. I have heard from several sources that she was made aware of the issues at the facilities on multiple occasions. I have also heard from several former employees that they were terminated after speaking up. It is rumored that Nicole did such a horrible job running the facilities that she was demoted to ED at Indianapolis. Several former employees have had nothing nice to say about her.
Each time there was a death at one of the facilities that Nicole oversaw, the ED and Director of Nursing would be fired and replaced. It is rumored that COO Scott Quattrochi was terminated because he couldn’t reign in Nicole. I have heard this from several ex-employees. Before joining Landmark, Nicole works in HR for The Home Depot.
Nicole left positive Google reviews for Medicaid Facilitry of Fort Wayne by LR, Medicaid Facilitry of South Bend by LR, Medicaid Facilitry of Cleveland by LR, and LR of Indianapolis. A new proposed rule by the FTC could see LR fined $44K per review. A consumer contacted me on Friday, July 29th, because she hired an unscrupulous moving company. Imagine my surprise when I saw that Nicole left a negative review for All My Sons Moving and Storage. Nicole expects to be treated with respect and for hired vendors to be careful with her items. It’s a shame; this wasn’t the same regarding patients and employees.
On Tuesday, July 25th, 2023, Officers with the St. Joseph County Warrants team arrested an employee with two outstanding warrants. The first warrant was from February 2016. The second warrant is from August 2016, where the employee is accused of providing police with a false identity. When Landmark hired me in March 2023, Landmark used a third party to conduct my background check. Several ex-employees told me they were asked to go to the local police department and request a seven-year background check. I can’t imagine this employee willing to go to the police department to request a background check with open warrants. I also want to know who called the police and why.
On Wednesday, July 26th, LR was sued by nine former patients. The lawsuit is broken down into four categories: endangerment, medical malpractice, negligence, and punitive damages. According to the lawsuit, employees at Medicaid Facilitry failed to supervise patients adequately, did not provide access to professionals, or properly treat the patients looking for help with addiction.
The biggest bombshell came on Thursday, July 27th. LR had its license revoked for three facilities. The three facilities are Medicaid Facilitry of Carmel by LR, Medicaid Facilitry of Fort Wayne by LR, and Medicaid Facilitry of South Bend by LR. Landmark did not lose its licensing for LR of Indianapolis and the coming soon location Medicaid Facilitry of Ladoga by LR. Landmark has until August 17th to discharge or relocate patients. Landmark is unable to admit new patients at these facilities. Matthew Boyle sent out an email to the company expressing his dissatisfaction with the news. Matthew believes that he will be successful in getting an injunction. Guess what, Matthew? Things just got worse.
On Friday, July 28th, US Congressman Rudy Yakym ask the Indiana State Attorney General to open a formal investigation into LR. Matthew was worried about his licensing; now, he must worry about criminal prosecution and fines. The investigation will be like peeling back an onion. The AG’s office can look into the following, employees leaving Google reviews, employees not being paid for missed meal breaks and overtime, falsifying patient records, billing insurance when patients left against medical advice, preventing employees from calling 911, unsafe working conditions, and poor patient care. The state AG may even work with other states where LR has facilities. They could transfer the investigation over to the Department of Justice. I wouldn’t be surprised if Landmark sees RICO charges. Well, Matthew, welcome to FAFO. All those ex-employees that corporate wouldn’t listen to will bury you. They all have receipts too.
Update July 30th, 2023
LR has lost its Medicaid insurance in the State of Indiana. All patients have to be discharged by Thursday, August 3rd. Employees were informed via email that they would be furloughed for thirty days. I thought this would be the end of the news this week. I was wrong. I have just been informed that Blue Cross/ Blue Shield canceled their LR contract in Indiana. Patients are currently being discharged. There is speculation that our insurance carriers will follow suit.
Update August 1st
The DEA and the US Attorney’s Office are currently investigating LR. Que the Law and Order ding ding. This is an eleven on a scale of zero to ten. This means they can look at all of the facilities and investigate them. Landmark is not complying with the subpoenas in the ongoing death investigation. Let’s see how well Landmark fairs by ignoring the Department of Justice. If you read the story, please check out the comment posted by MedPsych defending Landmark and the replies to it.
