Charter Senior Living

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.

I would recommend that anyone looking into this facility gets an independent assessment before deciding on a residency decision. They have some questionable nursing staff and I would not recommend to others at this point.

Mistakes every step of the way. Facility falling apart. Mixed up my moms file with another resident. Conveyed incorrect information. My mom became a different person here the short month she was here. Health declined tremendously. Lost 22 pounds in a month. Could barely “shuffle” around. Once I moved her to a better facility, within two weeks gained back 10 pounds walking like she was 20 years younger and generally 10 times happier. I’m not sure what they did to her in there. On top of poor ability to do anything successful, employees don’t seem to care that they are so bad at what they do. All the way up to the president. She will continue a trail of jobs in depressed, failing facilities. Please consider any other options.

The community was clean, but they did not keep up with our loved rooms. The staff members were very friendly and the food was really good. However, we do not think they assessed our loved ones correctly. They did not seem to have adequate care for those with memory care issues.

Since Covid and new director, i don't feel that my mom is honestly cared about. There are no check ins with family or residents, the director is rude when I call about anything, like I am interrupting her lunch, has intimidated my mom with her rudeness. She pays plenty to be there and deserves to be treated with dignity, kindness and respect. I sure hope that whoever is in corporate takes the inititive to get to the bottom of these concerns.

Our loved one was there for two weeks for Respite care. Our loved one came directly from the hospital and we received a phone call saying our loved one had to leave due to their behavior. We then asked if they were giving them the medicine that came with from the hospital and they said no, and that they need to leave. There was also little assistance, and they tried to charge glass of water when we asked for it. In the beginning the friendliness of the staff members were very nice, however just not like that towards the end.

When our loved one first moved into this community there was a group of people that ran the place that were very nice and very friendly. After a while things had changed, they changed the president and hired temporary staff members so everyone our loved one knew had left. Our loved one never recognized anyone because they were agency workers and every day it was a new individual she wouldn’t recognize. There was not a cleaning schedule or an actual schedule whatsoever. Sometimes it would take two weeks for her sheets to get cleaned, and sometimes she had to do them herself and still go find help. They ran out of her medicine more than once, and our loved one is highly allergic to certain laundry detergent so we supplied her with her own detergent and labeled it with her name. We also asked that her clothes get washed separately. However, when they would do her laundry they would return it with other residents clothing items, and one time they had completely lost her clothes and they were never able to find them. Another thing that really worried us, was one night we were bringing our loved one back to the community before it closed, we took her up to the third floor where her room was and there was another resident screaming running down the halls looking for help because her loved one had just fallen. We looked all over for the care givers that should have been on the third floor and we found them outside having a smoke break. Another thing that annoyed us, was when COVID hit they had shut down everything and we had to solely rely on them for everything and we would get calls from our loved one all the time saying no one has come to check on her or even help her shower. We could call and leave messaged, and never receive a call back. There was really no interaction between the residents and staff members, the only interaction there was, was when they would bring them their three meals and medicine for the day. Our loved one always ate her food on her stand by the TV, and the staff member that brought the food that day set it on the countertop, and our loved one had to walk over without her walker to get the tray which resulted in her falling and hitting her head. The staff called to let us know, that she had fallen and was put back into bed. We called back the next day to get an update and we were told she had fallen again and wasn’t acting herself. She was taken to the hospital and the doctor realized she had a stroke and a broken pelvic bone is two places. The communication was just severely lacking at this community

To avoid it at all costs. They neglected my mother and had to move her. They didn't match her clothes, they let her sit in her diaper om a wheelchair, and it was just terrible. The didn't clean her hair, and she was so bad. We reported it and there was retribution. This caused a bunch of hostile. High turnover in staff. They had hospice coming in to check in on her to give her bath. They were the ones who reported this and they were shocked to see how she was being treated. One day we found her with a black eye and no one knew what happened. It turned out she fell, but no one called us and the investigation took two days. She had dementia and there was no way for her to tell us what was happening to her.

Not enough info from their website to want to make us look further Okay thanks [name removed] or the info. Will keep this one in mind.

Not enough info from their website to want to make us look further

Way understaffed, not enough workers to care for staff properly. Activities were cancelled a lot of the time along with exercises which patients need most. Quality of food was poor. Non certified techs giving medications. Loved ones not checked on every two hours, remote buttons and calls lights not working properly. Alarms not in place as needed to be. Hospice pushed on patient and family. Residents seemed unhappy. Often urine smell in halls or bedding smelled like urine. Took a month and a half to get a toilet bar installed. Only a few good workers that cared for residents and the importance of their job. Often one or two staff members on 3rd, staff having to work double shifts very frequently.