Charter Senior Living

Consistently understaffed to the point of being probably illegal. Some days there would be one dedicated person with med techs and front staff having to fill in. Consequently the 15 or 16 residents weren't cleaned properly, sat in their soiled clothing and some getting bedsores. Residents' rooms weren't cleaned properly, rarely mopped. Kitchen cabinets looked nasty and sticky. I don't think they were cleaned once in the five weeks we were there. Carpet was filthy. The trash was taken out frequently. One staff member had an ongoing feud with me. It's still a mystery to me what it was about as she was angry and refused to discuss the matter with me. Otherwise, some staff was friendly and some were rather standoffish. Overall, I think they tried to provide decent care. Again, lack of staff definitely deterred having a better quality of care. I heard a few harsh words from staff to residents but overall I think the staff were kind to residents. I think the food was on the less expensive end. Not much in the way of choices. Residents were in front of the TV a lot. Otherwise, it was mostly coloring. Not much one on one with residents. Considering the lack of cleanliness and staff shortages, I didn't feel like we were getting our money's worth. If those issues were addressed and prioritized I then think it would have been a fair price. I will give the Memory Care Director a "5." She worked tirelessly. But she wasn't properly supported by the director (who has since left thankfully.)

I wouldn't drop my garbage off here for them to take care of! Everyone was incredible and then they took our money! Fed my diabetic father cupcakes. Found mounds of soiled clothes hidden in his closet and when confronting the staff, suddenly, things got worse. He was there for 3 weeks, they took [amount removed] from us and are now suing us for another[amount removed]. There will be more to come... I gave them weeks to return the money and the director who was previously a CULINARY director was let go (no surprise) They claimed they were going to take care of my dad and cater to his dietary needs as a diabetic fed him CUPCAKES! because it was another residents birthday. So lets make your father's blood toxic in the name of someone's birthday. His first meal they tried to feed him was deep fried fish and french fries with a dessert! He was transported to the hospital multiple times and his blood sugars were near 400!!!!! There were 2 residents with the same name, my dad had just had surgery on his his and co

This community has awful care givers. They speak to Alz and Dementia patients with such anger. My dads closet was full of used depends and soiled clothing. His sugar levels were emergency levels! This even being a diabetic as well. My dads health quickly declined here. He didnt last long at all. This community also owes we over 3k in refunds and they refuse to return calls. Leadership refuses to return calls when your express concern. They will ship your loved ones out in an ambulance vs giving them the care they need in the first place, causing even more bills for you. The incompetence of the staff is overwhelming.

They do not do everything that they tell you that is included in the monthly rent. Like cleaning my loved one's room since July when she moved in. Her room has only been cleaned and vacuumed twice. I had to call corporate just to get them to clean her room, which also had massive confusion webs everywhere! The staff is NOT friendly, at all. They're only nice until they get you in the door! They don't tell you the truth about the actual costs and then all of the extra fees you have to pay for! The dining staff is lacking in the being polite and smiling to the residents who are paying their salary. The only have 1 cleaning girl and she is always sitting and playing on her phone! They could hire more staff and with better friendly faces. Every time I go there, I never see anyone that works there except for the cleaning girl, sitting around. You should not be adding residents to your facility without the proper staffing! No wonder they only have 50 rooms with residents. Even the dining room cooks are supposed to make fresh to order items on a separate menu, which they do NOT! I've been there during lunch and dinner and have seen the blackened burnt hockey pucks that they call a FRESH OFF THE GRILL HAMBURGER! I would definitely NOT RECOMMEND this facility!

We had a terrible tour experience with The Cottages of Fox Lake. I would give the tour a "0" if I could. She did not even bother to give us a tour. The coordinator was 20 minutes late for our appointment only to tell us that she didn't think Cottages was a good fit based on our needs. She didn't seem interested in talking to us at all.

This was another awful experience that my loved one had. He was there for only 24 hours and they shipped him out without my knowledge or permission and I was there all the time they never even had a problem they shipped him out for a medication modification.

A beloved 99 year-old friend was at Charter in Level 3 care (bed bound requiring complete care) for the last year. Thankfully she has just been moved. I gather that the care for persons who can care for themselves there is adequate -- reported from another friend there who is able to advocate for herself. I would NEVER recommend this place for someone who needs complete care. The nursing/nursing assistant care was perfunctory. No love there. Often the wait was 30 minutes or longer when the call bell was rung. Only the dietary and maintenance folks seemed to connect lovingly with my friend who is lucid. The place was FILTHY when we moved her. It looked like the bed sheets had not been changed in weeks and the dust was 3/4 inch thick behind things and under the bed. THe food was awful -- some gray meat and potatoes at every dinner. We were very hopeful that Charter would meet the needs of my dear friend and were very disappointed.

My Mother was a resident for approx 1 month. We were told she would be checked on every 2 hours. Was visiting & no one came in the 3 hr period I was there. She sat in wet and dirty diapers & developed an UTI infection. We repeatedly asked that they sit her up straight to eat her meals and finally put a note on the wall. They just walked in and put her meals on the tray and walked out. She never once ate in the dining room. No one encouraged her to go. Asked repeatedly for the floor to be cleaned due to her leaking urine on the floor through her diaper. Were told housekeeping was done once a week. We cleaned the floors ourselves. My Father said only one of the aides ever acknowledged him when visiting. Only received lip service to our concerns. She is now thriving in the new facility. She is excited to go to the dining room for every meal. The staff visit with her and check her EVERY 2 hrs. Only thing good about the Landings is it is a beautiful facility

My grandmother is from Iran and she doesn't understand English and lives there for 12 years and recently I have asked for permit parking, because i am out of town and came to be with my grandmother over the holiday and the lady who works there and think she is the president of united state refuse to give me parking permit, her name is (name removed) and she told the resident has to have title, and she also refused to give me a general contract lease, her customer service to other people is very bad as I was watching that other residents have the same problem and not answering their email or phone call! Not recommended to any elderly people to come because the people who works in senior living must have sense of humanity and best customer service to senior who needs care the most

My mother, who suffers from dementia was a resident at the Cottages of Perryhall for two months. During that time there were problems with her bedding being soiled with urine. The bedding I removed a week earlier was still in the hamper soiled, the room smelled of urine, there was a ring around her toilet and the floors were sticky. When I alerted staff, the problem was not corrected until I cleaned the room myself. The staff were outside feeding the deer bananas. After, sending an email to the Director, these problems improved slightly. However, after being taken to the hospital for a medical emergency, my mother tested positive for Covid 19 in the emergency room. I was told no one else at The Cottages tested positive, which I do not believe. She was not allowed to return to The Cottages unless we paid extra for a guard to set outside her door to keep her inside. After quarantine, I found her soiled. I gave notice and moved my mother only to find out she also had a UTI.

When my loved one first moved into The Cottages of New Lenox it was wonderful. We loved all of the staff and the meals served were balanced and tasted good. Within the last year they have had a complete turnover of management/staff. It went WAY downhill. The menu changed as well and went from good balanced meals to things like macaroni and cheese for dinner. There were times I would be there and all of the staff were up front in the office and no one was on the floor. My loved one had a lot of things stolen. Overall it was not a good experience once they changed management.

Simply poor quality of everything. Had a tour. Executive Director talked about so highly about everything in the community. But nothing matches about what she said. Rusty, dirty, smelly! Resident did not have hoof grooming. Lunch served without care. No gloves! It was disturbing. I do not recommend this facility.

We had a resident who was fixated on our loved one. She unplugged her lights, tv, and modem. She stole pictures off of her walls, stole her belongings, and took her hearing aids. She eventually threw water at a family member who was visiting our mom and presented our mom with her poop. Despite this being in direct violation of the code of conduct explained in the contract, they did NOTHING. The Management team explained all of the reasons that this was happening, but was not willing or able to solve the problem. A male resident showed up in our mom's bed and wouldn't leave. A lot of explanations about why it happened but no solutions for how to solve it. How did Charter Senior Living of Oak Openings respond to these problems? They discharged our loved one! Yes, they were cited by the Ohio Dept of Health, but the stress that they placed on our family during an already difficult time was unimaginable. Having a loved one go to a memory care facility is stressful, but they made it worse

My Mother has been there [removed]. When Charter took over the level of cleanliness and the ability to receive calls from the director has gone way down. Was there on [date removed] and the 2nd floor reeked of urine. Several doors to the residents rooms were open and I was appalled at how some of them looked as far as cleanliness. I would not give them a very good rating. There are nurses there that are very caring but the people in charge are very hard to get ahold of address complInts. Not happy right now with my Mothers level of care!

We did not have a good experience at The Cottages of Perry Hall. There were only a handful of good staff members here. We ended up moving our loved one out of this facility.

If your loved one needs Memory Care, I can no longer recommend. Care has drastically deteriorated since [date removed] and especially in memory care. Turnover for chef resulting in cardboard like pizza, burnt hot dogs, kool-laid, poor resident to caregiver ratio , shortcuts on cleaning (dirty toilets with mold rings!)! 3 inquiries in less than 6 months with Ohio ombudsman, and lack of mgmt accountability.

The new property Director is terrific (he has his work cut out for him). The Sales Manager will be your friend right up until you sign the dotted line then no more return calls. Took my mom to see if there was interest in the community. We decided not at the time (I was working with her drs. because of her worry issues). I let the lady filling in for the sales person know that I was her POA. We left and I took her home. Another resident called her and put the guilt trip. So she went to the office with her and had my mom sign the contract with the knowledge that I was the legal POA. They do not do assessments on the patient prior to moving in the independent living section (aka Villa’s). My mom was having memory problems and should have never been allowed to sign that contract without my knowledge. The villa’s are old and outdated , the one resident is a bully! Charter is aware of her and yet do not address it situation. I moved her to another facility and now she is thriving and happy.

I would tell someone that what they tell you is not true. The 'low sodium ' diet was not 'low sodium AT ALL! Constant turnover of staff. Couldn't keep track of all the names. Constant mistakes make in medications! Nurses wouldn't even enter room to check on him, just looked from door.....Very Very. disappointing

Charter Senior Living is horribly understaffed! Executive director is clueless and plays the blame game! On [date removed], the facility was staffed with 2 CNAs and no licensed staff on site! Patients did not receive medication during that time! My mother (a hospice patient) did not receive her Morphine for 8 hours and was in extreme pain! Please don’t send your loved one to this place!

Jackson Crossings used to be a nice place under the former management, unfortunately they all left or retired and then Jackson Crossings got bought out by Cedarhurst. The current management team is not real receptive to phone calls and emails. They can't seem to keep help and this is not due to Covid as it has been this way the entire 5 years my mother was there. Several times in my mother's last month there I had to ask someone to clean her toilet as there was feces all over it! They offer a Friends and Family discount, and then renege on it during the 90-day wait period because my mother passed away after it was "thoroughly researched and explained to us". Nobody has the decency to call me back or provide me with higher executives names and phone numbers.