Clearwater Senior Living

My Mom and Dad moved into Generations at Ahwatukee shortly after they opened in September of 2017. The facility is attractive and the apartments are attractive too. But even during the move in process it was clear that staff were confused and poorly trained. No one properly oriented my elderly parents and weeks after moving in they still did not feel that they knew who to go to for questions. My questions often went unanswered or I got conflicting information. My Dad passed away shortly after moving in and my Mom needed care. The care was inconsistent and medical management services were often alarming or inconsistent (med safe in the room left open) or pills not given or reordered on time. The promised housekeeping was minimal and my Mom was often distressed about the state of the apartment. My Mom passed away in her apartment and we were distressed to find that we could not locate the DNR. Subsequently the paramedics were called and it was hard to watch them put my Mom through the resuscitation procedures. We had at least one meal a week with my Mom and often more. We found the food mediocre and sometimes poor. The billing, financial record keeping and clarity about move out fees was confusing and inconsistent. It is a nice building and apartment but I could not recommend it to a loved one again.

I lived there for about 5 months last year. Pure hell. They couldnt get my medications right , night after night. They fought me all the time. Around Christmas I had no heat for 3 days. Did they care???? Nope. I had two pairs of pajamas that I had to wear in order to sleep. They couldn't care less. I would not recommend LivGenerations at Ahwatukee to anyone.

Our mother lived at Generations for just under six months and was paying for assisted living services. During the time she was there, she spent hours alone in her room staring at the ceiling because staff did not follow up and help encourage her to attend activities. She often missed meals because her memory is poor and she would lose track of time; staff were supposed to encourage and escort her to meals but did not do so consistently. When she had personal care issues and was not eating adequately, the dining staff informed us, not the care team. It took months for us to “train” the staff to clean feces from her toilet and surrounding area as she could not see that it was there, to fill her water glass and cold water pitcher, empty her trash of nasty, smelly items, and do other small but important common sense tasks. The Activities Director did not return our 6 or 7 phone calls in the beginning so we could discuss how to engage her in activities and we only met this person because we caught her in the lobby talking with someone else. When we ran into the activities staff, with whom we finally met at length, they did not offer so much as a smile or a “hello”. Very unfriendly. On one occasion when our mother missed the dining room hours and was allowed to order a meal from the “Tuk”, she was charged a $10 surcharge. After 4 or 5 months, an aide who worked with her consistently did not know that she had dementia, so there is no person-centered training or awareness given the staff. Whenever staff would come to her apartment, they would come in pairs of two for every simple task, such as giving medication. This seems like a monumental waste of time and resources. There were numerous medication errors and problems with ordering medications and obtaining correct doctor’s orders while she was there as well. The only positive thing about Generations is that the care staff and the dining room staff are very friendly. Unfortunately, this was not enough, nor were the lovely surroundings. We helped our mother move out recently and now we are on the road to getting the services she needs.

This is what happened to me living there for 3 months. On my second day they wanted to do my laundry and I agreed. My laundry load was whites and when I got my laundry it was all purple. Apparently, the person who did my laundry was not schooled in washer/dryer stuff. Yet this person was a caregiver.. I need to mention that I have a rare brain disease and I have to be stringent with my medications. I get them at 8 am and 8pm. I have rarely gotten them on time. Even thought it is well known to the "med techs" that this is crucial for my health. My doctors fax things to them and they insist they didn't get it (bs) Med techs should know something about meds. I went without heat for 4 days. They are inept. I cant tell you how horrible that was. 5 people came in to look at the thermostat. They don't tell me anything. They just don't care. It should not have taken 5 days to fix it. I had to threaten to move out if the heat wasn't on by that day. We have lights in the bathroom that are motion sensors. Almost everytime I took a shower, I did it in the DARK. I know other people here have had the same problem. I call maintenance and the guy comes up and in broken English he says something like "you need another switch." That was the last I saw of the guy. I am currently still taking showers in the dark. After not having one med for 2 weeks or more, my doctor faxed an order. No one checks the faxes. Yesterday after 3 -4 weeks I finally got it. That med helps me bring down my blood pressure. I have had 4 mini strokes. Living here has raised my blood pressure. They cause my blood pressure to go up. I thought I would be safer here than at my home. Not so. I feel worse physically living here. They think I am exaggerating about my illness. They NEVER get my meds on time. Another thing, they have brought meds here that were missing some. I have to check the pill container myself everyday. I feel I am taking care of them!!! Why would they deliberately not do what they are paid to do?? They have failed me miserably. Now I have to rent a home just to feel safe. I have to pay for a nurse because I need care and no one cares here. One good thing is the food. It is so delicious! Kudos to the chefs. Other people tell me they take a shower in the dark also. I am sorry but the first month was $6200.00 and I have to say for that money these things need improvement. THEY REALLY COULDNT CARE LESS.

Clearwater at pinnacle Peak took our deposit and the month of June wanted us to pay the month of July. I did not because our father was in the hospital and they would not refund us anything. My father never spent one day in the facility. that is Clearwater Pinnacle they gave away his apartment, even though we had left, a very large deposit had paid the one time fee they have about [fee removed] of ours and will not refund any of it after giving away his apartment and then wanting him to move it to memory care and then telling us that we would have to move him to the other facility down at Mayo Into memory care he would look at a parking lot so they took our money and never even gave him a room. They sold it out from under him after we had paid for it. They also really don't want people if they have continents issues because they don't want them sitting out in the general population of Assisted Living residence if they mistakenly pooped their pants hello that's part of what Assisted Living does seniors It is a beautiful facility, but they cannot play with peoples money like this.

The facility is somewhat new and they still seem to be figuring things out. Our experience at the memory portion of Clearwater (called Clearbrook) was a crazy roller coaster ride (e.g., health, security and hygiene challenges) with so many things that probably could have been avoided or managed. Over our 6 or so months there, we were repeatedly told things should improve when a management position was filled. Like other residents and their families, we moved our loved one out. Based on our experience, we had significant concerns about their resources (not enough employees, turnover, training, level of outside agency temps, etc), lack of confidence in the management team and their accountability. [removed]

My mother was a resident at Clearbrook, in the memory care building for 4 months [date removed]. It was NOT a good experience. I knew after 1 month, it was the wrong place and I regret not moving out sooner. The monthly fee is $[removed] a month for a single room – at that price, this place was a huge disappointment. Unfortunately, I was not unable to get the $[removed] placement fee back. Just because you pay a lot of money, that does not mean you will get good care but because this was such a bad experience, I feel compelled to warn other families. PROS: Nice grounds, activities and the use of Clearwater assisted living’s restaurant and church. CONS: Low number of staff to resident ratio, lack of protocols, processes & documentation, Safety complaints, lack of transparency about the services their staff can do. WARNING: Do your homework before considering this facility so you understand staff limitations & their staff-to-resident ratio. they are a “social” model, NOT a “medical" model

Do not put your love ones in this place..PLEASE, we tried for over a year with these people, records are not updated, they forgot to give meds, very dirty and most important they truly do not care about your family and it’s all about the money. The mgmt at this location is sarcastic and everything falls on def ears.

They were poorly run operation. My loved one fell several times here even with staff not witnessing them. This was a short stay. We couldn't get out of here fast enough.

Clearwater let us down many times with false promises. Within the first couple of weeks we did not receive any type of communication from them regarding out loved ones arrival. Due to covid, they said they would take a video and send to us so we could see how his move in yet and see how he was doing, that never happened. The lady in charge of the memory side was not taking down any information over the residents for 6 months. She was not sticking to our loved ones dietary restrictions or getting him any exercise. Once we brought this to the companies attention, strangely enough the next day she took a leave of absence. Clearwater took no accountability for their mistakes, the management was poor and their employees need more training in all areas. They did not have their things together.

Communication with management is non existent. Overall management is totally lacking!

DON’T BE FOOLED by the luxurious façade of the facility, or advertised amenities of LivGenerations in Ahwatukee. If you are looking for a place for a loved one with Memory issues, STAY AS FAR AWAY FROM THIS PLACE AS POSSIBLE. The Memory Care Unit is a “U” shaped facility with a Garden Patio in the middle, and consists of approximately 25 rooms on the 1st floor. For just under six months, our Mother lived in the Memory Care Unit, which is separated from, and in a different building than the Assisted Living facility. Sadly, the Memory Care Unit is plain and simply understaffed. At times, there are as few as two Caregivers for the entire Memory Care Unit. The Caregivers are usually nice and friendly, but most are under or poorly trained. They can often be found watching Television, sitting together in groups talking amongst themselves, Texting on their phones, and/or taking long breaks, which further reduces the available staff on the floor. We have waited for over a half hour for a Caregiver to return from being “on Break” to request pain medication. One of the better trained Caregivers even verbalized her own frustration to us regarding the incompetence of her fellow Caregivers. On at least two different occasions, I had to run to find the Caregivers to help residents that had either fallen and were crying out for help, or were calling out for help from their room to passersby for assistance, as the few Caregivers that were on duty, were on the opposite side of the Memory Care Unit, unaware that a resident needed help. We were told that the Caregivers are supposed to physically check on each resident at least once every two hours, and that often did not happen. The Emergency Pendant (Necklace) Call Button that each resident is given and supposed to wear is a total joke. Many of the Caregivers themselves told us that only about half of the system’s receivers work (this is the Hand-held unit that the Caregivers are supposed to carry while on duty that alerts them when a resident presses their emergency pendant call button). On numerous occasions, we waited well over an hour for a response to an Emergency Call (made on the Necklace) only to find out that the emergency calls never went through, and/or in some cases, the Caregivers weren’t even carrying their Receivers while on duty. LivGenerations in Ahwatukee does not employ a Nursing Staff to tend to the medical needs of the residents, and the distribution of all Medications to Memory Care Residents, Prescription or Over-the-Counter, are left up to non-medical Caregivers called “Med-Techs” with no real Medical oversight other than the original Doctor’s Orders. Some medications that were supposed to be administered twice a day, were administered once a day, or sometimes not at all. We constantly had to perform simple routine tasks such as filling water cups/pitchers, re-stocking the toilet paper in the bathroom etc. We often had to change my Mother’s Bed Sheets, or they wouldn’t get changed for weeks. For the first 3-4 weeks or so, we had to take all her dirty laundry home and do it ourselves or she would have run out of clean clothes. The amenities advertised by the LivGenerations Ahwatukee are rarely enjoyed by the Memory Care Residents, as they must be escorted over to the Assisted Living Building and back for most of the amenities or activities, and there is usually not enough available staff to provide this service. The monthly rental fees at LivGenerations are exuberant (approx. $250 per Day or $7500 per month for 1 person), and are certainly not reflected in the quality of care, nor in the professionalism of the staff. For the amount of money paid each month, one would expect 5-star service, but that is far from the service we experienced. It is sad that the bulk of the rental fees paid by the Memory Care Residents seem to go towards Profits, Facility ascetics, and/or amenities offered on the Assisted Living side of the establishment, as they are clearly not re-invested in the Memory Care Unit or its Residents. Almost all our concerns or complaints were answered with “Let me check on that and get back with you”, and ultimately went unanswered. We decided for her own health and safety, that our Mother deserved better care and moved out. We are only too happy to be out of and done with LivGenerations in Ahwatukee.

Understaffed, to the point of negligent, and overpriced