Gemstone Senior Living

Our family recently had a very disappointing experience with Brookdale San Marcos South. While the staff was initially courteous and accommodating during the inquiry and tour process, what unfolded after signing the contract has left us feeling misled and taken advantage of. On [date removed] , I clearly expressed my hesitation about moving forward with the contract. At that time, the Sales Manager, personally assured me that if anything changed prior to move-in, the check and contract would be “torn up.” It was only under that verbal assurance—and while feeling pressured to secure the apartment—that I reluctantly signed and submitted payment. Ultimately, my mother decided to stay in her current community. We communicated this decision well in advance of her scheduled move-in date and requested a refund for the $[removed] we paid and were denied.

Based on our experience at Brookdale San Marcos South, it needs improvement. Lack of attention to maintenance. Lack of activities. Terrible dining experience.

Didn't see many people out and about at the Independent living side and didn't seem that cheerful. Saw 2 rooms - rooms seemed clean, but small, and the hallway didn't have that great of a smell.

I realize this review is a bit lengthy, but I ask that you please read it before making your decision to move your loved one into Brookdale South, San Marcos. I feel it is important to know the facts about the assisted living community that will become your family members new home. Most of, if not all the communities that Brookdale purchases are older, outdated buildings, which I’m sure comes with a multitude of problems. I could list numerous things, but the problem that effected my family members living situation is the outdated plumbing which caused multiple water leaks in and around her apartment. Due to the lack of attention in fixing the problem correctly, over time the continuous water leaks allowed for mold/mildew to build up. Included in the residents monthly rent is weekly housekeeping and laundry. I wish I could attach a picture of the mildew under the toilet rim of the toilet my family member used daily. It is absolutely disgusting! Three meals a day are also included in the residents monthly rent. However, when the food they are being served is so bad that some of the residents go to the grocery store, incurring the additional expense to buy food to eat or they just skip the meals completely, this is unacceptable. The resident’s complaints and suggestions about the food and never changing menu seem to fall on deaf ears, as the management team and head chef do nothing to improve the situation. Lastly and most importantly, Brookdales Emergency Call Alert System for their residents is inconsistent and most likely outdated. The staff’s response time to the resident’s calls is not always acceptable and UNSAFE. No one, especially an elder family member should have to sit on the floor, after a fall, for 40 minutes waiting for someone to come help them! The staff blames this on being understaffed, but management will tell you that is not the case. Either which way certain people are lying to cover up the seriousness of the problems going on in this community, not to mention the extremely unprofessional way this situation was handled by upper management personnel,[name removed]. When expressing my complaints and concerns regarding the welfare and safety of my family member I was completely offended by [name removed]'s condescending responses in addition to some remarks made by her that were totally uncalled for. Considering how expensive it is for our family member to reside in an Assisted Living Community, is it too much to ask of these communities to provide quality food for them to eat, a clean apartment for them to live in and to be taken care of in a healthy, happy, safe environment with a management team that truly cares about them? Thank you for taking the time to read this.

I believe [removed] my mother. Horrible place, reeks of urine, horrible food and very small portions but who could eat it anyway. Staff seems to lack experience/knowledge. Mistakes made left and right. Her medicine was discontinued because someone flipped her medicine chart over indicating no more meds. I would recommend this place for enemy, much less a loved one.