Brookstone Terrace

This place just looked depressing, and was not clean. There was a noticeable odor, and the people just didn't look well cared for in general. I didn't stay long enough for a tour, as I could tell this wouldn't be a good place for my loved one.

I would NOT recommend Brookstone Terrace of Chanticleer to anyone, except to say look elsewhere.

This new mgmt has driven an excel l ent memory care into the ground. They've lost [removed price] of my husband's belongings. Things like a specific walker, clothing, expensive [removed price] wheelchair cushions. The mgmt claims they are not liable for personal things. 3rd shift has 1 care provider for 30 residents. My husband's were on 3rd shift. They didn't even call me when he was taken to the ER. The ER doctor called me next morning. New mgmt raised prices, provide patient coverage. You even have to provide you t own sheets, blankets towels and all soaps. Place looks nice on outside and lobby. Staff doesn't return VM's, text msgs left when inquiring about relatives well being. When this place was owned/run by The Oaks at Chanticleer, it was wonderful; staff and mgmt cared and it was evident.

We would not recommend Brookstone Terrace with the current administration. [name removed] does not have adequate knowledge for her position. [name removed] completely ignored a court order that directly put our loved one in jeopardy because she "sees the best in everyone." The staff only wanted to over medicate our loved one and became upset when we questioned or refused additional medicines. Since we moved our loved one from Brookstone she is more alert, more engaged in activities AND conversations, more oriented, and much happier in general. We have even been able to discontinue some of her medications WITHOUT having episodes of anxiety or agitation. Moving our loved one from Brookstone Terrace was the best thing we could have done. She is thriving more now than she has in the past five years.

The facility didn't provide care. They just took our money. There is a "Director of Nursing" who is an LPN. There are no other nurses in the facility. Lots of staff turn-over, with no method of identifying the client to ensure they are giving the right client the right medication. Very poor communication. They sent my husband to the ER on two occasions, and I wasn't even notified.

The experience was horrible. They were not equipped to handle my mother in law. They assure us that all their staff was trained to handle dementia and Alzheimer's patients and they were not. They did not know how to redirect her when she would get upset/sundowning. One of their med tech was given personal information about my mother in law to other people in the family without our consent. She had an incident where she was arguing back and forth with an aid.

If we could give the overall experience, quality of care and value a cost a 0 we would. What we think they could improve on would to be give the truth about what they will do and what they will not do. We would never recommend this community to other families.

They did not offer any activities. They don't really care for the patients. It was not a good fit for my loved one. It was a horrible experience, and there was a lot of issues. They were not kind people. My loved one did not like the food, and often we had to take meals to my loved one. Sometimes they did not give my loved one water. Things were missing from my loved ones room. They did not take care of the patients, and were not attentive.

They can't do anything right. Before my loved one died, in his last day the care provided was not acceptable. They did not respond to my loved one needs, they did not have the correct equipment needed to take my loved ones vitals and often had to borrow my fathers. The food was often cold, what ordered is what not what my loved one received, if you ordered an item the second time around it is not the same food item as the first time, the food was very inconsistent. I would not recommend this community to anyone.

They need to improve on, the way they charge residents for things. I would advice other families to, verify and understand what they will be billed for.

No housekeepers No laundry Very limited staff

My husband was only at the community for about a week before he fell. I asked the staff to please keep an eye on him the day he fell. I do not think they were able to provide him with the proper care he needed. The food was ok and they did keep the community clean. They did not encourage the residents to eat. I would not recommend this community.

My mom was there for little over a month. Lots of issues with staff. Cleanliness was not good in her room and bathroom most days. Came in one day and "poop" was ALL over the toilet seat. After dinner each night, the staff either put some to bed or placed in front of TV. Pretty sad when an Alzheimer's resident complains about how bad they are treating another resident. These things were mainly with the second shift staff. Constantly yelling at some to sit or not to do something. Staff sat around and talked on their breaks and didn't clean their messes up. I know because I was there almost EVERY night until my mom went bed. Director heard from me a lot. He was trying to make some changes but with out supervision, it wasn't changing. Need camera's in all open areas. We left when my mom had several episodes of throwing up blood and they did not call the doctor like I had authorized. Took her to the ER and was admitted. She had ulcers and was anemic. She had a MRSA UTI and pneumonia. She was in the hospital for 6 days and we never went back to The Haven. What we were sold on did not happen in the month she was there. I do hope it has improved

My grandmother was there for two years. She always needs her walker to walk. She had a bed alarm that would sound when she got out of it. We thought something was wrong so we placed a camera in her room. We have it on video where after getting out of bed for the bathroom, she fell backwards. After a few minutes of alarm going off, two staff members come in to find her on the floor. They just place her back into bed without checking her or reporting the fall. Another time, she again gets up for the bathroom, a nurse comes in and detaches the alarm and leaves out not even turning on the lights for her. She is allowed to strip her bottoms off that are wet by herself. She then is allowed to go back to a urine soaked bed naked to sleep until the morning shift comes in. I take the videos to the Director, Catrina Smith. She said she would look into it. A couple of days later, two different night staff go into grandmother's room and turns the camera around so you can not see what is going on in the room. At that point in time, Ms. Smith was the only one at the Haven who knew where the camera was. I can not prove it but truly feel she told them about the camera. Since she has been there and Five Star bought the place, it has declined. The living area is always dirty. The food is just nasty. They never have enough staff taking care of these people who can not speak for themselves. We moved grandmother out of there. I would not move another loved one there.

My grandmother was there for two years. She always needs her walker to walk. She had a bed alarm that would sound when she got out of it. We thought something was wrong so we placed a camera in her room. We have it on video where after getting out of bed for the bathroom, she fell backwards. After a few minutes of alarm going off, two staff members come in to find her on the floor. They just place her back into bed without checking her or reporting the fall. Another time, she again gets up for the bathroom, a nurse comes in and detaches the alarm and leaves out not even turning on the lights for her. She is allowed to strip her bottoms off that are wet by herself. She then is allowed to go back to a urine soaked bed naked to sleep until the morning shift comes in. I take the videos to the Director, Catrina Smith. She said she would look into it. A couple of days later, two different night staff go into grandmother's room and turns the camera around so you can not see what is going on in the room. At that point in time, Ms. Smith was the only one at the Haven who knew where the camera was. I can not prove it but truly feel she told them about the camera. Since she has been there and Five Star bought the place, it has declined. The living area is always dirty. The food is just nasty. They never have enough staff taking care of these people who can not speak for themselves. We moved grandmother out of there. I would not move another loved one there.

She was taken into a place where she was the only one without needing memory care. We didn't feel she was placed in the right type of community as she didn't require memory care services and all other residents at the time did require those services. The nursing staff was great overall and really took care of her needs. Mom really tried to help teach them activities like Dominos when she had time.

Stay away. The problem was a complete lack of communication. You could never get through on the phone line. We had a very difficult time getting in touch with our loved one. After 24 days, we removed him from the facility, and he had lost 15 lbs. We were never able to see him. I know it was during Covid, but they weren't even doing window visits or anything like that. We found out that they never did an intake assessment on him, and we didn't even know at the time that they should have done so. The bottom line according to them was my loved one was not a good fit for them because his Alzheimer's was too advanced for them to take care of him. But had they done an assessment, everyone would have known that. They were specifically a memory care facility, so we didn't understand why they felt they couldn't care for him. They asked that we remove him, and we were glad to do so. They didn't return our calls. Every time we talked to our loved one he was crying. They absolutely would not allow anyone to come in to see him, including outside professionals. Once we moved him to another facility, that facility provided window visits and allowed Medicaid personnel to come in to do an assessment, and the insurance company to come in to do an assessment. And Memory Care of Simpsonville would not allow any of that to happen. My loved one looked like a homeless man when we picked him up. He was not shaven. He was in his pajamas. They knew we were coming to pick him up, and he looked like a homeless man.

Placed our last surviving parent in this facility and what a big mistake! If you do not come everyday to check up on their care and make sure they get the appropriate nutrition, your family member is on their own. Witnessed one aid for every 8 patients and if they soiled on their self and needed to be changed, they would have to wait. Many of these patients can not communicate so they suffer in silence. There are also no safety rails on their twin beds. So if they fall, which they will, they will be hurt. So wish we had made other arrangements!