Civitas Senior Living

My loved one in memory care spent more than 18 hours without being changed or offered any food or drink. When my loved one was moved from their bed, they were transferred inappropriately to their chair. My loved one has suffered numerous injuries since moving in here, and I have to wonder at this point if they were all accidents. A state report was filed. I highly encourage a video monitoring system. The activities director is really great, however, but she is just one person among many others and it’s not enough to balance out.

I would advise others to never put your parent in a place that is independent, assisted, and memory care because they do not focus on memory care. My loved one was there for 6 days; and on the 6th day she fell and they didn't call until hospice let me know that she had a black eye and a bump on her head. My loved one went to emergency room. When I returned to Ariel Pointe to get her medications, they gave me someone else's and got snippy when I told them it wasn't hers. In the beginning, I didn't ask enough questions and only looked at the pretty exterior. Once you get in they stop responding, stop giving you feedback and all promises that were made go away. I told the director the truth about what happened and he said he'd investigate it, but he never got to back to me - that was months ago. Also - if you know anything about memory care, you know not to feed memory care residents out of Styrofoam and plastic. They can't necessarily see the food on the white plates. They didn't cut up my loved one's food and wouldn't allow her to sleep during the day, as she roams at night. I didn't understand why they wouldn't allow her to sleep during the day. They were supposed to have a nurse on staff, but she was only there 8a-5p, M-F. They only have med techs and no nurses station. My mom went into memory care knowing how to use the bathroom, but came home fearful of sitting down. She's been back for months and I'm just now getting her to sit down without crying. Whatever they were doing, they were adamant on putting them in depends - I think they were forcing her to use the bathroom. It's a beautiful place, but beauty doesn't matter when your in need of memory care.

Pretty facility but that’s all. Resident care, passion isn’t there. Organization and management in all phases doesn’t exist beginning with meals and medication dispensing. Executive Director can quote protocols BUT protocols aren’t followed. She takes your words out of context when voicing a concern to point the problem back at you. Staff isn’t trained with a tremendous turnover. Staff is spread too thin performing too many varied tasks with poor results. Administrative phone calls will not be returned. Grandview did not enforce the leash requirement for dogs. Admin depends on residents to have a short term memory problem so they can say, “you don’t remember.” I personally don’t appreciate the condescending attitude. Beware they sell you a pretty package but don’t expect it to actually happen. Laundry will be lost, room cleaning isn’t regular. The disappointment goes on and on. They simply are not up and running with a first time director who just isn’t equipped.

If you are looking for Independent Living, it’s a fun place that reflects what they sell. The Activity Director and her monthly calendars are great, but I still would not. If you are looking for Assisted Living, it is not great, it is not horrible, I guess. It lacks amenities and staff for the price. So no…I would not. If you are looking for Memory Care, Dear Lord please not here. If you do decide to tour, I recommend while in Memory Care asking for a minute with the caregiver. Ask about the schedule, what type of training they received, what certifications they have, how knowledgeable are they on the phases of Dementia and what approach they use with common behaviors, ask about the activity calendar, and any other questions you may have. Legacy Oaks is the name of the building, Civitas Senior Living is the company that manages it. With that said, if you look on Indeed for company reviews, type Civitas Senior Living and Midlothian you can read reviews from employee.

Placed spouse in memory care on [date removed]. Placed camera in room. Spouse not in room at 2-3:00 a.m. more then once. Went to facility on one occasion at 3:00 a.m. found him sitting in chair in his room with clothes on. We had watched Caregiver put him in room about 10 minutes earlier. Met with management next day and they said it would not happen again. Happened a few days later again.. Pulled him out on Fathers Day due to dirty room, not shaved or cleaned. Extremely disappointed. He was on prescription sleeping medication and they gave it to him as directed and left him in "living room" in chair,

I would tell you not to put your loved ones here. The community ran out of medication for my loved one. twice during our stay here. We had trouble with the shower not working correctly. The community wouldn't help with bathing my loved one.

The employees are treated very badly with this company. The owner is very interested in making money. The appearance of employees being treated fairly is false. The treatment of the employees directly reflects the treatment residents receive. The Administrator is top notch by being micromanaged by corporate her hands are sometimes tied.

A complete disaster, so many problems that we are looking to move out. Their management is either incompetent or doesn't care at all. They'll answer this with a saccharine "oh, thank you for the feedback and please contact us so we can help you!" but many of us have talked with them till we're blue, and it doesn't do any good. Way overpriced for how it is.

DON'T MOVE IN HERE. This brand new place is overwhelmed with construction problems, flooding, sewer line overflowing excrement into apartments, showers running over. Fixing has been super slow. That other review saying it's all being fixed fast has to be from one of their people. There are other reviews from their people here. Lightning has struck 3 them times in two weeks. My Mom's tablet and answering machine, and other people's computers, were blown out by lighting. They won't take responsibility for it, and they firmly deny they need lighting mitigation. They're trying to make it look high end while cheaping out on maintenance costs and staff wages. They underpay and overwork staff and keep losing the good ones. The food went way downhill right after mom signed the lease. They lost their real chef less than a month after we moved my mom in. Their reply below is a sham. I've talked with corporate many, MANY times. They're all expert excuse makers and yes men. Then very little happens. The director told us, "Don't complain, they'll just make your life miserable." Awful management. Last time we talked they said if we don't like it why don't we move out. It cost my mom a fortune to pay movers, and their up front "community fee." And they say "move out." The many social activities and the dining room atmosphere did have Mom making new friends instantly, and her room is beautiful, but now they've made her and many others feel unvalued and unhappy. If Mom and all her friends move, we're all taking them to court.

It took awhile before escalating my complaints, but as a nurse with a great deal of experience in community health, and the assisted living environment, I would say beware if you are placing a loved one who is anything less than independent. They do not provide adequate staffing to meet the needs of assisted members, and there is no oversight. Frequent med errors and 'missing' meds. Night time response to call lights is nonexistent and they cannot keep aides. NO supervision, housekeeping or ability to locate staff on weekends. The social director is great, and they DO have a robust social activities, lots of photo ops and crafts for those who are independent. It is a beautiful facility but if you are not able to clean up your own room, need med assistance or help to toilet, this is NOT your place. Also, after the complaints, we received a nice phone call that our monthly rates were increasing $500/mo.

Pros: The facility looks wonderful when you first tour it. Cons: The supervisors and managers are incapable of managing medications and treat their lower staff members like slaves. For the amount you pay monthly to live in this facility is outrageous, service is terrible. There have been many times when a medication is given to the wrong resident. Please be careful and do your own research when decided where to put your parents. I do not recommend this facility.

Ledgestone opened in January 2017 and is gorgeous. However, it needs new management that supports its residents and our needs. For whatever reason, they are unable to keep valued employees on staff. It may be due to the malicious character of the local manager herself. When asked to provide nutritious drink choices for those of us with diabetes, she tells us to drink water. Daily meals and food at community gatherings are treated the same way. When it comes to low-carb and sugar-free options, there are little to none. Vending machines with healthy options are needed. Even though meals are provided, I am having to spend much extra money to buy healthy options. Also, residents should be asked to tread lightly if they live above others, particularly during normal sleep hours. Doors and gates to the outside of the building need cushioned weather stripping so they don't wake everyone when they slam at all hours. Instead of improving the community and service to residents, management plans to build a new kitchen outside of our building, which will not solve problems with food and will undoubtedly create numerous problems during the expected 8 months of construction. It will also be a huge waste of thousands of dollars. We have enough waste on the property already. A thoughtless new rule was recently enacted which got rid of trash receptacles that residents used regularly. For at least two weeks, recycling has not been emptied, so there is nowhere to empty the recycling from our apartments. Regular trash must be set out 6:00 AM to 8:00 AM, even if it means setting an alarm to do so. If I had known all of this ahead of time, I would not have moved in!

Ledgestone opened in January 2017 and is gorgeous. However, it needs new management that supports its residents and our needs. For whatever reason, they are unable to keep valued employees on staff. It may be due to the [Removed] character of the local manager herself. When asked to provide nutritious drink choices for those of us with diabetes, she tells us to drink water. Daily meals and food at community gatherings are treated the same way. When it comes to low-carb and sugar-free options, there are little to none. Vending machines with healthy options are needed. Even though meals are provided, I am having to spend much extra money to buy healthy options. Also, residents should be asked to tread lightly if they live above others, particularly during normal sleep hours. Doors and gates to the outside of the building need cushioned weather stripping so they don't wake everyone when they slam at all hours. Instead of improving the community and service to residents, management plans to build a new kitchen outside of our building, which will not solve problems with food and will undoubtedly create numerous problems during the expected 8 months of construction. It will also be a huge waste of thousands of dollars. We have enough waste on the property already. A thoughtless new rule was recently enacted which got rid of trash receptacles that residents used regularly. For at least two weeks, recycling has not been emptied, so there is nowhere to empty the recycling from our apartments. Regular trash must be set out 6:00 AM to 8:00 AM, even if it means setting an alarm to do so. If I had known all of this ahead of time, I would not have moved in!

Upon entering Ledgestone we observed an extremely rude and patronizing management-level employee who was visibly impatient with a resident. I was shocked an immediately knew there would be no chance I would feel comfortable having my mom live in this place. She was then very abrupt with my husband and me, creating a most unwelcoming feeling. Don't be fooled by the new construction and nice decorations.

We arrived 10 minutes prior to our appointment. No one was at the front desk, so we signed in and sat down. Staff walked past us, but did not inquire as to the nature of our visit. The appointment time came, so I had to ask a dining room server for assistance. The first sever(female), told me that she didn't know if [Removed] would be in today, despite the fact that I told her I had an appointment for today. She shrugged her shoulder and stated that she didn't know. Another server(male), overheard the conversation and reassured me that he would call [Removed]. He was able to reach her, she was running late. The tour: General population area was decorated beautifully, with plenty of lighting. The dining room had tablecloths, with folded napkins, and silverware. The inner courtyard was beautifully landscaped, with an occasional project in progress. The outside seating had cushions, Umbrella over the Table...like someone's nice backyard. The memory care side reeked of disinfectant. The dining area was small with a few plain tables(no tablecloth, no folded napkins). Almost cafeteria-like. Their courtyard had high black bars visible(couldn't they strategically place greenery so as not to make it so prison-like?). My Mother-in-law loves to garden, but they had 2 window boxes with nothing in it. Outside seating did not have any cushions...looked cheap in relation to the general population. I mentioned this to [Removed], so she proceeded to give me a spiel about safety & comfort. I had to remind her that I was a Nurse, so safety does not mean a bland uninviting environment. She then said that she would mention it to the owners. The bed in the room that she decided to show me was not of the same caliber as the beds on the general population side. My Mother-In-Law is aware, performs her own ADLs, cooks, makes her bed, works in her garden, sews, etc with standby assist. She needs blood sugar check/med reminder, diet control, and monitoring so as not to leave the facility. The people that my husband and I saw in the memory care area did not appear oriented to much....this is a big no for us.

Be WARE! I wouldnt bring my dog there. If I could give a negative star I would. This place was a nightmare for my mother. She suffered [Removed] there. I would find random bruises on her body. The workers were no longer friendly after i paid my mom's money and moved my mom in. They would not help her eat. She had a hard time coordinating the food to her mouth. They were always short staffed.. My mom's pamper would always be so wet and she would always smell of urine and feces even when they tell me they had given her a shower. They must have also given her a different type of medication to keep her in a daze. She was so different after just two months. Now suddenly she needs a wheelchair and she walked fine before coming here. Her clothes and shoes started missing. She no longer talked. There were no activities and no field trips. I don't know what they were doing to my mom after hours when the lights were off. I know she was different and seemed so depressed. After two months of bringing my complaints to management, who by the way knows nothing, the same things kept happening. After they took my moms hard earned money, they showed me how they could care less about her wellbeing. She's back at home with me and walking around just fine and she's no longer in a daze. So if you can avoid this place, please do. They sell you a lie! They are lazy and [Removed]

This facility may look like a shiny new penny, but please look beyond that. Simply put, my loved one was not safe here. It's very clear that the staff is unhappy. They are understaffed and overworked and nothing is being done about it. All HR seems to care about is the number of beds filled and keeping that as high as they can. They say they check in on loved one's but they don't, not near enough. And how could they? They are so understaffed, it's impossible for the staff to keep up. I spoke to several of them personally and they all felt this way. My loved one was found alone, outside, in the middle of the night. I still don't understand how. She's mobile, but it is challenging for her and she moves slow. To this day I can't understand how she made it all the way to the parking lot on her own. I got the call in the middle of the night. I was so scared for her safety that I spent the next 8 nights there with her. Management's solution was to have someone check on her every 30 minutes. I was there and it didn't happen. I brought it to their attention several times. They ended up giving us an ultimatum, hire a full time outside nurse to come be with my loved one or remove her from the facility. Wasn't that what I was already paying for? Ultimately, mom was just a number there and they made promises they knew they couldn't keep. We found a wonderful place for mom and she is now happy and safe. I feel like others should be aware that things like this happen here and I would never recommend this facility.

I walked in one day and my mom had two black eyes that were both swollen shut, and a knot on her head that was protruding about 3 inches out. They never explained, they refused video, and they had no documentation of what happened. If that isn't enough, we also had trouble with getting them to give her a bath, cleaning her, or washing her properly the whole time. It was a disaster from day one, they didn't give her her medications for an entire month.

They told us they could manage type 1 diabetics and they could not. They almost killed ours father twice, he went into ketoacidosis twice and one of them gave him insulin when his blood sugar was 39. They say they have a 24 hours nurse but they do not, it is the director but she is only there till 5. They only have a nurse on call. We would never recommend them, we reported them to the state. They kicked us out because they said they could not handle his medical needs even though they were the ones who accepted him and nothing had changed with him at all. They are only in it for the money. The director is not handicap and she parks in the handicapped parking spot because it is the closest to the front door. I also volunteered here and so many of the staff members told me things that violated HIPPA about the other residents. This place needs to be shut down.

We have had a horrible experience. They do not offer the care that they tell you they do. They are rude. My loved one is not even coming close to getting the care that she should be getting at an assisted living facility. They have forgotten her for meals. They have forgotten meds. They have told her that they won't come in and shower her because she doesn't keep her room cool enough for them. Their response time to call buttons is unbelievably slow. They are just awful, and I can't get her out of there quick enough.