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My loved one has been here for almost 3 months. They do not check on them every 2-3 hrs. They do not clean routinely. They do not do the daily tidy up. I feel like I was completely lied to when we were looking at the place. I am so upset and disappointed. We are currently looking at other options.

The nursing care at Sonata at Coconut Creek sucks and they do not care about the residents at all. I would never recommend them to others looking for memory care, it was a horrible experience.

Not enough room here to detail the incompetence of this place. Don't let looks fool you. While on vacation there, I witnessed the incompetence first hand. In short: ridiculous wait times for meals; aides response time from 30 minutes (illegal) to never; mom left on toilet to fend for herself while aide "went out for a minute", mom fell twice trying to go to the bathroom by herself because no one came to help her; although a few of the aides were very nice, most were unfriendly/not engaging/sometimes rough, skipped showers, unchanged bed sheets, clothes thrown here and there (soiled underwear in the shower), laundry was not put away (despite us putting signs all over the place) and sometimes came back damp, picked up for breakfast one day at 9:45am and that was after we searched the halls for help...on and on. Despite meeting with the Director, nothing was accomplished. Our sweet mom would call up crying because no one would come for her. We were out of there in three months. Stay away!

After two and a half months I transferred my mother to a new facility. The service was horrendous. Some aides were down right incompetent and cruel. After speaking with management quite a few times nothing was resolved. Complaints fall on deaf ears! this whole experience was very traumatic for my mother and a huge undertaking and inconvenience to us. In lieu of this I am requesting a refund of the community fee.

While I realize there is a pandemic that has made employee staffing a bit difficult. . . Elan Westpointe takes it to a new level. There is little to no housekeeping. (I do my mother's cleaning and laundry as well as changing sheets. I also provide this service for friends of hers without family to help them out.) Transportation to/from appointments hasn't been available since [date removed] when she moved in. Nursing staff is experiencing shortages. Several residents have been forced to hire private home health care. NO trips to grocery store - I shop for Mom and her friends. No/sporadic hair salon. No maintenance person on site. NO DISCOUNT IN RENT. *Staff that remains is amazing. *Activities depend on lockdown, ranges between 1 and 4 rating. *Meals are great when the chef is scheduled and cooks. Otherwise - hit or miss - mostly a MISS. They literally had to order out for pizza one night due to poor food. *Residents went 4 (or more) days without hot water. I feel so sorry for residents without family nearby to fill the "gaps." Disgraceful! Please RESEARCH.

One question I wish had asked is how they handle dementia-related behavioral problems. They have a three strikes and you're out policy, so just be aware of that. Their idea of dealing with things was putting my loved one in a psych ward and increasing his meds. In looking for a new place, they would ask why we were moving. And once I told them, no one wanted to take him, which put me in a really difficult spot. It was a horrible situation all around.

My loved one needed care, assistance, and help. We were under the influence and impression that our loved one would be getting the help. The staff and community gave our loved one the bare minimum. Due to COVID protocols, we were unable to know exactly how our loved one was being cared for. The only way we were able to see our loved one was looking in a window to visit them. The next time, we saw our loved one our loved one was very weak since they weren't eating, and we saw our loved one via a plexiglass divider. The staff never should have put our loved one in a wheelchair to see us due to being so weak. The staff allowed us to go see our loved one near the end of their life. As the family was visiting we could tell our loved one was not comfortable and seemed to be in pain. The staff never took care of my loved one's pain. Our family have some painful memories of seeing our loved one being uncomfortable. The person at the font desk was very kind and welcoming. I would never recommend this community to others.

Will be following up with a review shortly.

I would tell others to stay away and not go there. The community didn't seem to get my loved one their meals. My loved one had missing clothing. There were medication problems with my loved one. One medication that was given to little to my loved one. It seems the community and staff didn't read the chart correctly. I had several people tell me to get my loved one out of Poet's Walk. I'm not sure if the staff are uncaring, or them not reading things correctly. I am very disappointed with this community. Communication is lacking with the staff to the family.

I would tell others to stay away and not go there. The community didn't seem to get my loved one their meals. My loved one had missing clothing. There were medication problems with my loved one. One medication that was given to little to my loved one. It seems the community and staff didn't read the chart correctly. I had several people tell me to get my loved one out of Poet's Walk. I'm not sure if the staff are uncaring, or them not reading things correctly. I am very disappointed with this community. Communication is lacking with the staff to the family.

Problems are always the same. From 8pm-8am there is no one at the front desk to answer residents or emergency calls. The night staff are frequently temps that hide from the job. Rarely to never answer calls forcing me to rush in to pick my father up from a fall. A week ago my father was wandering in the parking lot confused at 6:45 am and today he fell at 6:45 am. Neither instance would anyone pick up the emergency nurses number, specifically given to us for this reason. I had to hire additional help to avoid the non stop issues, which have been promised by 4 different executive directors during the last 6 months. This new director seems worse than the other that were fired by corporate or left on their own. Day, full time and food staff are excellent Update- There was a meeting to discuss possible solutions to current problems including the lack of any emergency response from 8pm to 8 am . Rather than consider my suggestion to extend the hours to have someone answer the calls , [name removed] said it would be too expensive . The following day I was verbally threatened that my father will be kicked out and today she went to my fathers room , asking him a psychological exam in an effort to make good on her threat. With any concerned management you would have expected the new director, [name removed], to discuss the problem and find a solution rather than start an altercation to escalate any non issues into a problem. She is simply refusing to help the residents with the real problem. The current residents are solving the main issue by getting an outside alert button to call 911or leaving. Sadly I would consider this facility as dangerous and with current management unwilling to solve the issues. Unless you can afford to hire your own full time help , please choose an alternative facility.

The place has very nice paint, nice piano, nice and clean hallways. What it doesn't have is what matters most enough aids. Your parent will be left to fend for themselves. Example elderly have to get themselves to the bathroom because nobody comes when they press the button they claim they do respond within 10 minutes. Multiple times I must have timed and ended up helping my parent day after day. My parent was very sad and frustratetd wanted to go home. Unfortunately as you realize at one point home is no longer an option. They serve pork chops elderly cant chew, hot dogs they can choke on and multiple times nobody in the eating room to cut the food for them. They assure when you sign escorts, meals cut if elderly has arthritis. My parent was forced to eat sandwiches day after day I felt terrible watching my parents frustration. The place could be straightened out but outside the nice walk throughs and oh so caring sales people all I can say is its a bunch of [language removed]. All these places are the same. There were some staff that were good, but they were over worked, underpaid. IF you pay in banannas you usually get the same the same type of careless 90% of the time. I could go on but I assure you it is better than some of the others, but go in knowing this its NOT NOT NOT the best, its minimal and sad. The day my parent died to ease their pain was awful I wont get into the details but they could have eased my parents pain faster. The doctor they have is good, but doctors face it are doctors and this was end stage for us so I cant blame them for my parents loss but it would have been nice if my parents call button was not out of reached tied to the bottom of the bed so they could not reach it. Sad but all 100% true.

The tour they gave was great. But it is just a sales pitch. They don't take care of the residents. After 10 days I removed my mom from that awful place. On the 5th day, they first came to give my mom her 9:30 blood pressure meds. Too late her blood pressure was over 200 and she had hit the floor.

The staff is absolutely the most unprofessional group of individuals we have ever had the displeasure of dealing with. As a result of our complete dissatisfaction, we are moving my mother-in-law after 2 months to another facility. I would not recommend this facility to anyone.

The food is disgusting mush. Canned fruit cocktail for dessert almost daily. Understaffed. Residents are wheeled down to all meals by the same staff who prep & serve the meals, so there's a lot of unnecessary waiting. Arguments amongst staff in front of residents were the highlight of my mother's day. I found a pill on the hallway floor. We left ASAP.

I've witnessed first-hand how poorly run this facility is by Management. And BTW, they were just taken over by a new company who came in and destroyed morale and let half the staff go. No moral compass, upper mgt doesn't have a clue how to run a senior care facility. Expect even more issues with the residents now that the experts on the floors, the same experts that knew the residents are now gone. Don't go there, don't even get near this place. That mirage on the outside is just that, a mirage. My family is going to move my family member out in the next month or so. What's in the brochure is nowhere near how poorly this place is being run into the ground. Sad.

Have received many positives since my mother has arrived. Walking better great food. Will be going there in may to see for myself

We toured this community's independent living portion while looking into senior living, and everything looked very nice! However, where we ended up moving was the assisted living portion and I would HIGHLY recommend avoiding them if you need assisted living. They've got almost nothing for the residents to do in terms of activities, everyone either sleeps or watches TV in their rooms. And, even if they are able, the assisted living residents are forbidden from using the pool or gym in the independent living section. The woman who runs the facility has been extremely unpleasant to work with, and in my opinion very unprofessional. She's been hostile and dismissive about my complaints and suggestions, and seems to respond to the other residents the same way. Don't make the same mistake we did and assume that the assisted living would be as nice as the independent living section! Make sure you know what you're getting!

I DO NOT RECOMMEND THIS FACILITY!! BEWARE!! I GIVE IT ONE STAR FOR MISMANAGEMENT AND POOR CNA ATTENTIVENESS, DON'T LET THE OUTWARD APPEARANCES FOOL YOU!! EXPECT AN ADDITIONAL LEVEL OF SERVICE CHARGE THAT COSTS YOU MORE BUT DOES NOT PROVIDE ANY ADDITIONAL OR BETTER SERVICE!! MANY TIMES THE FLOOR IS UNSUPERVISED OR UNATTENDED, EXPECT FREQUENT TURNOVER AND RESIDENT FALLS!! FAILURE TO ORDER REQUIRED OR REQUESTED MEDICAL EQUIPMENT HAS RESULTED IN MULTIPLE HOSPITAL VISITS, BED FALLS, HEAD INJURIES, STITCHES AND BED SORES CURRENTLY IN LITIGATION FOR BREACH OF CONTRACT RESULTING FROM BROOKE ELLIS', EXECUTIVE DIRECTOR'S RESPONSE TO IGNORE RATHER THAN SETTLE PROPERTY DAMAGE CLAIMS. ALWAYS REPORT SUSPICIOUS ACTIVITY NO MATTER HOW SMALL TO THE STATE OF FLORIDA GOVERNMENT AGENCIES! AHCA, DCF/APS, FLORIDA ELDER AFFAIRS DEPARTMENT/FL OMBUDSMAN, CENTERS FOR DISEASE CONTROL. KEEP ALL CONTACT INFORMATION IN YOUR CELL PHONE FOR QUICK RETRIEVAL AND ACCESS. EXECUTIVE STAFF IS QUICK TO BLAME SUBORDINATES, OTHER MEDICAL SERVICE PROVIDERS, PATIENTS OR THEIR FAMILIES FOR ROUTINE PROBLEMS OR CRISIS SITUATIONS! IF YOU HAVE AN IMMEDIATE CONCERN OR ISSUE, CONTACT THE WINTER GARDEN POLICE DEPARTMENT OR THE ORANGE COUNTY SHERIFF'S DEPARTMENT AND DOCUMENT AN UNBIASED INCIDENT REPORT. YOU MAY NEED IT IF YOU NEED TO LITIGATE!! KEEP A JOURNAL OF DAY, DATE AND TIME; AND TAKE PICTURES OF INCIDENTS AS THEY OCCUR. PHOTOGRAPH AND RECORD ALL YOUR PERSONAL CONTENTS IN YOUR ROOM, CONTACT THE LOCAL LAW ENFORCEMENT AUTHORITIES IF YOU FIND ITEMS MISSING OR SUDDENLY LOST!! VIOLENT OR ABUSIVE RESIDENTS AND ISSUES ARE HUSHED BY MANAGEMENT AND NOT ADDRESSED! MANAGEMENT DOES NOT RESPOND TO ATTACKS BY VIOLENT RESIDENTS UPON THE STAFF, WHAT MAKES YOU THINK THEY WILL RESPOND TO ATTACKS TO YOUR LOVED ONE!! EXPECT FAILED EMERGENCY RESPONSES, LACK OF CNA TRAINING AND PROTOCOLS. EXPECT NOT TO BE INFORMED WHEN YOUR LOVED ONE'S CARE PLAN CHANGES. BEWARE OF MRSA, SCABIES, CONTINUOUS URINARY TRACT INFECTIONS AND FUNGAL INFECTIONS!! THERE IS MORE .... BUT I WILL STOP FOR NOW!! .... IF YOU CAN AFFORD TO BE IN THIS FACILITY, YOU CAN AFFORD A GOOD ATTORNEY!!! LOCATE AN ATTORNEY THAT SPECIALIZED IN NURSING HOME ABUSE, NEGLECT AND PERSONAL INJURY BEFORE SOMETHING HAPPENS!! THIS IS A TRUE AND PERSONAL EXPERIENCE!! I FEAR FOR MY MOTHERS LIFE UNTIL I CAN MOVE HER ELSEWHERE!! I DO NOT RECOMMEND THIS FACILITY!! BEWARE!!

The community was nice when i moved my parents in a few years ago. Now there's a new director [name removed] who is extremely rude. My parents are not happy with the way they're being treated. I was also told that the food is not good either. The kitchen chef [name removed] i have met. She doesn't carry herself in a professional manner and she's rude. However, some of the caregivers are caring and kind. I feel that another place would better suit my parents. Or the pavilion should invest more time into finding professional staff who will show my parents and the other residents respect and kindness. After all the pavilion is the residents home.