Charter Senior Living

The facility was clean but admin did not follow through with care for my father. We paid an extra fee because my father required two person transfer, but there were several times we witnessed very young small aides moving my Dad alone. It took several days for maintenance to hang my Dad's flat screen tv in his room that they told us would take one day. TV was the only entertainment my Dad enjoyed. My Das passed after being there 13 days. It cost over $[removed] to move him in. We received $[removed] refund. We were billed for two months of medication from the pharmacy they partner with. My Dad was there 13 days. We never received a sympathy call or card from Charter Oaks.

My dad only ended up living for one week when transferred to Charter, so my experience is limited. It is difficult to work with Charter and Gilchrist Hospice together and to get medication when first getting there or a new prescription or a change in instruction as their pharmacy is in Virginia and delivers in the middle of the night. I felt gaslight when expressing concerns about my dad to both Charter and Hospice. If you or your loved one isn't at the very end of their life it could maybe be a decent place but unfortunately I don't know.

They don't do laundry, steal sanitary supplies for other residents, and lie about their ability to provide catheter care. The executive director will pass blame and accept zero responsibility.

I wouldn't send anyone to this facility that has any level of mental decline. Their administrative staff are liars, and they fully refunded [name removed] move-in fee after being caught in lies multiple times. I wouldn't drop my garbage off at this place. The care staff were nice, but they were unable to provide [name removed] the care that was promised that would help him thrive as someone with cognitive issues.

Not all of the staff acted professionally. One woman made my father-in-law uncomfortable by her inappropriate behavior. We addressed with staff and they admitted it wasn't the first time. We do not know if any actions were taken because we moved him to another facility when it was not a fit for both FIL and MIL. When there were other issues with overcharges, the director and staff did work with me to resolve, not immediately, but over the next few months. I cannot recommend other families having to go through the issues we encountered. Our family had to deal the upset with it all quite a while after our loved one was moved to another community where he has absolutely thrived from day one.

I do not feel that the staff are as responsive to some of the needs of the residents as they should be.

The staff are very nice and kind. But my mom's room is always dirty and never gets cleaned. There will be poop all over everything that is dried and crusty when we come visit. Admin made promises they couldn't deliver. Staff is very sweet. We love the staff. That's why we have stayed. But the housekeeping needs serious work Knowing they are dealing with memory care people they need to be on top of checking their rooms.

I definitely would not recommend this place to anybody. It's way too expensive for the care that they get. A lot of the staff was just sitting around on their phones. My father was very rarely brought to an activity. Some of the staff members were rude and unpleasant. The executive director takes your complaints very lightly. definitely not worth $[fee removed] a month.

There is a lot of room for improvement at Mallard Cove. They could improve on the bathing, nail trimming, help with eating, bathroom cleaning, laundry, and room cleaning.

They had a culture issue where the aides ran the facility- bullied the nurses and anyone new trying to do a good job. They were rude and sometimes demeaning. The Director and Business manager were too new in their roles to fix it, and we lost trust. Some of the activity personnel were very nice, but it was too unpredictable. The residents were great and the process affordable, but we had to get mom out of there.

The place is beautiful and peaceful. Clean. They are very short staffed. We had to break my mother out of the place as they left her sitting in a chair for 16 hours without any attention. They didn't feed her take her to the potty nothing. We do not recommend the assisted living with this facility. No staff. It was crazies running the looney bin. When we found her in this state she had desperation in her eyes and she smelled. There were no attendants around and I had to continually go to the other side to get help.

My loved one is currently a resident at Charter Senior Living at Woodholme Crossing and the experience has been okay overall, so far. I'm not sure if I would recommend this facility to others as of now.

I gave someone there who is in the office my moms paperwork to go to the doctors and to set a ride so she can get there. They had enough time to do so. My mom calls me and they lost her paperwork. So she couldnt make her appointment. And we couldnt remember who she had to see. This is very unprofessional. And they never called me back to see if it got fixed.

My mom's room continuously had bugs in the room. This went on for over a year I had to move her out of there. They are all about the money there, mom also did not have hot water for a month.

There has been a huge turnover in staff/ mgmt. My loved one has had her Apt cleaned 2-3 times since her move in ( going on a year) And the sheets/ towels ( part of the contract) haven't been washed. Family has had to do it. On a + note. It's under new Mgmt so I'm holding out. My loved one can be difficult but they are Not Raising the rent. So maybe my score will be a little higher. As if she were at any of the other places we toured she would be paying more. ALL of the staff are great! They get along with my aunt and always are helpful. Maybe it's just ME. Guilt? Did we choose what was best for her? Or for us? It's been an adjustment due to no Maintenance staff, nursing shortage, no activity staff, van was " in repair". Things are moving along now. New Maint. Man

We have taken mom out of Cedar Hurst due to numerous problems, recurring issues, and lack of resolution. Numerous issues some that were not addressed or resolved. Friendly until issues were attempted to be resolved. Again unresolved problems that were a quality of care problem. Missed meals, poorly prepared meals, raw meat and when unable to go to dining - missed meals that were to be brought to the unit. In my observation there seemed to be activities that covered a broad spectrum-but other issues overwhelmed the overall experience. Poor or non existent management, medication management issues, insects, food , and non working emergency cords and wearable buttons among others. We taken mom out of the center and still have lingering issues and concerns. In my opinion Cedar Hurst operated in violation of State of Illinois health department regulations regarding onsite manager mandates during our time doing business with them. Whether that has been corrected now I'm unsure. But either no management at times or employees changing frequently with those that were there scrambling or unsure who was responsible for certain services. Uncomfortable situation is being nice.

The reason for our ratings is because not everything has been what we were told during the initial tour. They have a high turnover of staffing, and there is no push to include activities for the residents.

Lots of problems there. Very short staffed. Staff not trained well to help Alzheimer's residents, etc., etc., etc. My adult children were there a whole lot caring for their dad because staff didn't. They saw it all. They put on a show when a tour is coming. They make a nice meal with nice plates and silverware, music on. Other days it's flimsy paper plate, cheap plastic forks that break in your mouth. No music! They brought in extra staff when an inspection was coming and cleaned things up. They need to come unannounced?? Also, one person got outside alone at night when doors are suppose to be locked. Alzheimer's patient. They kept that quiet but my kids saw it all.. this place has the lowest ratings. I believe in the 30's Also, missed giving my husband his meds at times or very late at night! Terrible place!

We're working on finding a new place for our loved one.

We found Mallard Cove's leadership team to be exceptionally warm and kind. Yet, they are having a hard time keeping line staff, and that impacts the quality of care we want for our mom. The price is reasonable, affordable, and fair. They are working on their challenges, but will take time in this current workforce environment. It is a very positive environment for those who can be independent in self care and are ambulatory. It is a family decision to pay (a lot) more to get her to the next level of resident care. We feel we need to move mom to another place to meet her current and future needs - one that offers more levels of dependent care, and has a more stable staff with a team environment evident at the resident-care level.