Charter Senior Living

Not to be cliché, but if I could give this place a negative value rating, I would. My mom lived at this property from [dates removed]. From the time she moved in to, eh, maybe about the time Charter took over, things were pretty good. They had a fantastic executive director ([name removed]) and I felt the ownership and management adequately kept me updated. Then Charter Senior Living took over. I'll say that maybe the first year or year and a half things seemed okay with Charter. Then early this year [name removed] decided to leave. Now granted I know COVID has caused chaos for everyone this year, but here are some of the tidbits that made me decide to spend several thousand dollars on my own home to move my mom out so she could live with me: 1) [name removed] left 2) The staff began lying to my mom about scheduling rides to doctors appointments (my mom requested and confirmed rides only to be told she did not) 3a) One of the many "new" executive directors this year (they've now gone through two since [name removed]) pretty much lied to me and tried to tell me I had to send her a second notification email in order to let her know that I planned on taking my mother to my house to spend time with my husband and I for the 4th of July weekend. I followed their procedure as listed in the notifications they sent out to do something like this in the time of COVID. Not sure why the executive director decided she needed a second confirmation email which was contrary to said procedure? 3b) This caused undue stress on the overworked staff because said executive director did not appropriately communicate with the staff about my mom leaving for the weekend. So they were rushed in preparing her medicine, etc. for her departure. 4) One of my favorite: Although not by much, they raised my mother's rent without notifying me (and by the way, the rent comes out of my bank account). Pretty sure that is illegal. They tried to claim that they had the wrong address for me on file. Soooo how do you explain that I received ALLL the COVID-19 notifications you sent as well as ALLL the invoices you've sent me via the USPS mail forwarding service...but NOT the rent increase notice. That's cute. 5) And, hahahaha, the interim executive director after the chick described above has a severe attitude problem and definitely needs an adjustment. He was less than pleasant when I discussed the items mentioned above with him. And yeah, I had an attitude with him, don't care. 6) Finding out about the three COVID scares in the last two months via my mom rather than management *chef's kiss*. 7a) The most recent executive director gave me very confusing directions about providing the notice to vacate. I eventually had to print an email chain between him and I as well as provide a formal cover letter signed by both my mom and I just to make sure they didn't play any weird shenanigans when I went to move her out. 7b) Shortly after making sure the most recent (and third executive director) this year 100% confirmed that he received notice to vacate (which stated a move date of [date removed]) he allowed staff to communicate erroneous information to my mom about her move out date (e.g., acted like she was moving out weeks earlier than noted in the notification letter). The grand finale, 8) They allowed the ACH on her November rent to hit my bank account. My bank account is now overdrawn by $1700. Their excuse? Apparently they do not cancel ACHs until they know for "sure a resident has vacated their apartment as planned" (which my mother did on [date removed]). So, their corporate accounting thinks it is acceptable to keep ACHs on the book for residents that have moved out as expected 5 DAYS PAST THE RESIDENT moving out. As I told them over the phone (and I really don't care if they think I have an attitude): they are officially a garbage company with garbage business practices. [removed]. If you think anything above is remotely acceptable. Go ahead. Feel free to move in your loved one. Otherwise, run. Run away as fast as you can.

Not to be cliché, but if I could give this place a negative value rating, I would. My mom lived at this property from [date removed]. From the time she moved in to, eh, maybe about the time Charter took over, things were pretty good. They had a fantastic executive director ([name removed]) and I felt the ownership and management adequately kept me updated. Then Charter Senior Living took over. I'll say that maybe the first year or year and a half things seemed okay with Charter. Then early this year [name removed] decided to leave. Now granted I know COVID has caused chaos for everyone this year, but here are some of the tidbits that made me decide to spend several thousand dollars on my own home to move my mom out so she could live with me: 1) [name removed] left 2) The staff began lying to my mom about scheduling rides to doctors appointments (my mom requested and confirmed rides only to be told she did not) 3a) One of the many "new" executive directors this year (they've now gone through two since [name removed]) pretty much lied to me and tried to tell me I had to send her a second notification email in order to let her know that I planned on taking my mother to my house to spend time with my husband and I for the 4th of July weekend. I followed their procedure as listed in the notifications they sent out to do something like this in the time of COVID. Not sure why the executive director decided she needed a second confirmation email which was contrary to said procedure? 3b) This caused undue stress on the overworked staff because said executive director did not appropriately communicate with the staff about my mom leaving for the weekend. So they were rushed in preparing her medicine, etc. for her departure. 4) One of my favorite: Although not by much, they raised my mother's rent without notifying me (and by the way, the rent comes out of my bank account). Pretty sure that is illegal. They tried to claim that they had the wrong address for me on file. Soooo how do you explain that I received ALLL the COVID-19 notifications you sent as well as ALLL the invoices you've sent me via the USPS mail forwarding service...but NOT the rent increase notice. That's cute. 5) And, hahahaha, the interim executive director after the chick described above has a severe attitude problem and definitely needs an adjustment. He was less than pleasant when I discussed the items mentioned above with him. And yeah, I had an attitude with him, don't care. 6) Finding out about the three COVID scares in the last two months via my mom rather than management *chef's kiss*. 7a) The most recent executive director gave me very confusing directions about providing the notice to vacate. I eventually had to print an email chain between him and I as well as provide a formal cover letter signed by both my mom and I just to make sure they didn't play any weird shenanigans when I went to move her out. 7b) Shortly after making sure the most recent (and third executive director) this year 100% confirmed that he received notice to vacate (which stated a move date of [date removed]) he allowed staff to communicate erroneous information to my mom about her move out date (e.g., acted like she was moving out weeks earlier than noted in the notification letter). The grand finale, 8) They allowed the ACH on her November rent to hit my bank account. My bank account is now overdrawn by $1700. Their excuse? Apparently they do not cancel ACHs until they know for "sure a resident has vacated their apartment as planned" (which my mother did on [date removed]). So, their corporate accounting thinks it is acceptable to keep ACHs on the book for residents that have moved out as expected 5 DAYS PAST THE RESIDENT moving out. As I told them over the phone (and I really don't care if they think I have an attitude): they are officially a garbage company with garbage business practices

I would give zero stars if I could. During my grandfathers one year stay here, his hearing aids were misplaced 3-4 times, his stereo went missing, and so did multiple phones. My family paid for all of this stuff to be replaced. They never took responsibility when obviously something fishy went on. Unfortunately my grandfather passed a week ago, and today I went to pick up his belongings. MULTIPLE BELONGINGS from his room were missing, when asked about them, the “helpers” had no explanations but INSTEAD went out to their cars and grabbed my grandfathers belongings FROM THEIR VEHICLES and gave them to me. They said “we were going to call the family and ask if it was okay to take these items”. These items were already in their cars, and if I did not ask them for them, I would’ve never received them, or found out they were stolen. The only call we received was us asking to pick up his belongings so they could move another tenant in. I AM THE FAMILY. After calling them out on their poor poor actions, I was asked to leave the property. Do not send your loved ones here unless you want an early death and possessions stolen.

memory care is a dump - it is filthy dirty - - saw a hangar keeping a door open in someones room = patients are all gathered like cattle in a common area - staff are found eating, on cell phones and even sleeping - no attention being paid to patients. have witnessed dinner being served in dining room - plates are removed before patient is done eating. Saw a patient grabbing something off her plate as it was being wisked away . have witnessed staff stuffing their faces with left over food. all staff - nurses and aides have not an ounce of compassion /caring/empathy/respect for patients -- they somehow forget these patients they ignore - actually pay their salary. have witness staff come behind a patient grab hold and move wheel chair without even telling patient what they are doing-- patient starts yelling and grabbing and staff's comment 'stop yelling and keep you hands in your lap'. management is pathetic, unresponsive to concerns - the fact that they allow the place to be so filthy - they should be embarrased to call themselves leaders . stay away --unfortunately I am not derision maker -- otherwise my loved one would be long gone state should close this place down this is a no star facility

memory care is a dump - it is filthy dirty - - saw a hangar keeping a door open in someones room = patients are all gathered like cattle in a common area - staff are found eating, on cell phones and even sleeping - no attention being paid to patients. have witnessed dinner being served in dining room - plates are removed before patient is done eating. Saw a patient grabbing something off her plate as it was being wisked away . have witnessed staff stuffing their faces with left over food. all staff - nurses and aides have not an ounce of compassion /caring/empathy/respect for patients -- they somehow forget these patients they ignore - actually pay their salary. have witness staff come behind a patient grab hold and move wheel chair without even telling patient what they are doing-- patient starts yelling and grabbing and staff's comment 'stop yelling and keep you hands in your lap'. management is pathetic, unresponsive to concerns - the fact that they allow the place to be so filthy - they should be embarrased to call themselves leaders . stay away --unfortunately I am not derision maker -- otherwise my loved one would be long gone state should close this place down this is a no star facility

I found this place to be unstable - staff we really liked would suddenly be gone - no goodbye. The staff that is there seem to feel their jobs are unstable as well. You never know when someone might be gone. Memory care Residents especially Need to know that they can count on the staff day to day! That’s a cruel thing to do residents who attach to someone. And in this environment vulnerable needy residents attach quickly so they can feel safe . You won’t find that here. Will be looking for a better stable environment for my loved one. You should too.

The beauty of the environment can’t conceal the ugliness of some of the folks that run this place. They can’t seem to keep the staff on that my mom was attached to. Every time I visited another favorite staff left ( or was asked to. ) we need continuity of care. I suggest you look elsewhere for memory care. Do not recommend them at all.

would not recommend!!!! Starts off very nice. Give it a month and it quickly changes!!!!!

Such stellar care.....NOT ... Walked in today to find my mother covered in whatever she had for lunch and drooling what she had for lunch .... 2 hours after lunch.. asked about mouth care was told ‘ regulation allows them to use toothbrush twice a day’. Asked about toothette - a foam swab - was told by nurse that is ‘ not supplied here- nor is it regulation to use’. Bottom line - she in an assisted living because she can no longer care for herself - yet they do not provide head to toe care. Hmmm Do not place your loved one here. Has been under 3 different management companies. - nurses and aides are a disgrace to healthcare — — unfortunately - decision maker in family is comfortable with her being. ‘ safe’ apparently not whether she receives comprehensive care

I cannot warn people away from this facility enough. We were told that they provided dementia care and would call in hospice when it became necessary. Their physician blocked our wishes and prevented it. They only handed out the necessary paperwork piecemeal and in fact we did not sign or receive a copy of the contract until we moved our mother out at their insistence. She suffered several bad falls and also hospitalization for dehydration under their “care”.

In my 50’s Wanted to cry when I walked into my mothers apartment today. Food all over the floor - all over her - was clearly from day before as her breakfast was sitting untouched at 1130 in the morning. So not only was she not cleaned up for the night it was obvious to me she had not been taken to bathroom since day before or even longer. Not sure why I bother to ask staff when she was washed or taken to bathroom as their response is always ‘she refused’. My mother has dementia. She is frightened when staff come in and start touching her without any kind of greeting - it’s no wonder she says no. So is their solution to let an 85 yo woman just sit for days in same spot covered in food and incontinent?? There is no specialized dementia care exhibited by staff. I realize this client population can be challenging however they deserve common courtesy and respect and patience. On the wall the unit has ‘integrity and compassion ‘ painted on walls. - what a joke. The carpet is filthy and disgusting. Talk about not meeting the first impression test— door /carpet outside entrance of memory car is full of grotesque stains- as you tour the unit you will see the same through and in resident rooms. I wish I could move her - however other siblings live in area.

Walked in to find my mother naked sitting on toilet with a male nursing assistant standing there doing nothing. No consideration for her privacy and or dignity This is commonplace and has been brought to management attention with no changes. The place is filthy. Walked on unit one day to find every patient sitting in living room with a Spanish tv station while all the staff watched a soccer game. Again commonplace and never addressed by incompetent uncaring management. Stay away - did you parent work hard their entire life to live like this ?? Unfortunately I am not the healthcare decision maker

This building is against all state regulations. This organization allows nursing home residents without the proper care and staff. They do not have a Director of Nursing, NO nurses, few CNAS, and lack of knowledge caregivers. The building’s maintenance is very disappointing for the rate residents pay. The communication amongst administration is poor.

Horrible experience do not put a family member here also still billing my mom when she moved out in March.... [Name removed] the director does not respond to emails either.

I’ve met the owners and they seem to be the most fake people I’ve ever met! Members of management don’t seem friendly or like they know what they’re doing either. I did not get a good feeling going in there. Will not be moving my loved one there!!

My mom lived there for 2 weeks before she fell and broke her tailbone and pelvis. I do believe she had two fails, only one was witnessed by them. I went to visit on Sunday at 10:30 a.m. she was lying in bed, had her pants around her ankles and was screaming in pain. When I went to find the person in charge she was doing dishes., I asked if she had contacted the nurse about this pain and she said NO, not only did she NOT contact the nurse in charge, she didn't call her doctor nor did she call me! I also found a pill on her floor (nursing 101 make sure your patient swallows their pill)., as well as feces all over the toilet in her room. Not sure how it would have went, had my mom not fallen. This was in [date removed], my beautiful mom passed away [date removed]. She was taken from there and admitted to the hospital.

So very disappointed in moms stay here. The biggest mistake we have made for her. Other than an activities director I can honestly say the staff did not take good care of mom at all. She had too much time with nothing to do. Activites canceled for various staffing reasons. Too much nothing time . Mom fell often. Slept with nothing to do on her couch mid day and slipped off to the coffee table. Had too many meals left on her coffee table as escorting her down the the hall to meals was too difficult for them to bother. Think twice , this place has good salespersonal. Beware!!

Memory care is a zoo . please check out other facilities. I have medical POA with my partner and informed I have no right to change primary doctor although this was on the advice of my attorney.

My family member recently moved into this facility. A lot of promises were made on the front end prior to the move. She has a Rx for a very special medication that is critical to her health, that has to be delivered by Fed Ex each month & signed for. Director of Nursing, [name removed] was aware of this from day one. The Pharmacy that sends this Rx contacted me, as they do each month to verify delivery. I did not have the address with me, as I was driving, but gave them [name removed], DON, phone number to verify address. I called [name removed],DON, & informed him of the upcoming delivery & need of the physical address at same number I gave the pharmacy. He was fine it. Found out this week, almost a week & a half later, that she had run out of her Rx, with a call by the nurse on duty, who called me. She was worried about her since my sister's symptoms were reappearing. Tues. morning I called [name removed], DON, phone number & received a text saying, "Can't talk, will call back shortly". I called [name removed], Executive Director, voice mail. I called [name removed] from Corp, voice mail. None of these people have yet to return my call. Not the first time that voice mail has gone unanswered. I finally called the pharmacy that sends Rx. They had records of #2 different calls to [name removed], DON & leaving voice mails. He did NOT return calls, so Rx was not sent. I had to provide address info & delivery instructions. I finally had another number for Charter, the number their nurse had called from the previous night. I called & spoke to the nurse & told her of the situation & that I could NOT reach [name removed],DON. She handed the phone to him & I told him that evidently we had a communication problem. I told him about our previous conversation about her RX, the #2 phone calls/voice mails from the pharmacy, and the voice mail that morning. He denied ever receiving any voice mails & that morning another nurse had his phone & didn't tell him about the voice mail. He didn't appear to know anything about the Rx and being out of it. Impression is it wasn't his problem or responsibility. I'm not sure of what the Director of Nursing should be responsible for? Why is it that no one answers any of their phones or voice mails? Hopefully her Rx gets delivered today and given to her.

My firsthand experience spans almost 5 years. When my mom was initially placed here it was Arden Courts, which was a very good owner, within a two year period, overnight, the facility was no longer Arden Courts and became Citadel Estates of Hazel Crest. There was no announcement that the business had changed hands, or any information provided about the new owners. There have been four different executive directors in less than five years. At any juncture, there was no communication or introduction of a new executive director. On Monday the old director, on Tuesday, a new director. Since [date removed] the place under the management of Citadel is turning into a real dump. Cleanliness has dropped an alarming rate. The employee turnover rate is 150%, don't bother trying to remember names. And, the facility is understaffed. I must say that the caregivers most of the time were exceptional. My experience concerns management and the nursing staff, which was always unapproachable and unresponsive. You pay more than what you get. The quality of the meals diminished to tolerable. Overall, while my mother was a resident, I spent a lot of time with her to make sure she was not neglected or abused. I would not recommend this facility for anyone. Don't believe 24 hour nursing service that is a lie, lie, lie. One may consider why I did not remove her...because, I have no faith in any of these facilities and was unable to care for her due to my own chronic health issues. I did care for her for 5 years before placement.