LCB Management

My sisters and I moved our Mother into the Assisted Living Section of Brookdale (formerly Emeritus) in East Longmeadow, Massachusetts prior to her being diagnosed with dementia. Within five months, the Director of the facility informed us that our Mother had wandered outside unescorted and would need to be moved to the Memory Care Unit immediately. With no guidance and little communication from the staff at Brookdale, we hesitantly moved our Mother into this new area. That’s when our real nightmares at Brookdale began. While the Assisted Living Section of this facility may be adequate for seniors who need little to no assistance, the Memory Care Unit is extremely poorly staffed for people with dementia. During the first of two meetings with Brookdale’s Director and Senior Nurse, we were ASSURED that unless our Mother needed hospitalization, she would be able to live out the rest of her life at Brookdale. They emphasized that they were well versed in the late stages of dementia and would absolutely be able to care for her there. We were told that there was medical staff available which we assumed would mean that should our Mother have any medical issues, they would be able to take care of them. We soon found out that those were completely false statements. The care that our Mother received there was of the poorest quality. We constantly received phone calls from the nursing staff suggesting that our Mother’s confusion was due to a urinary tract infection, which was not true as we had taken her to an urologist and were told she didn’t have one. Our Mother’s bed was rarely changed; her laundry was thrown into her room, along with clothes that belonged to other residents; she was often left in bed all day long with very little supervision; and it became a common occurrence to visit her and find her crying and confused over very small things that the staff could easily have taken care of. Our impression of the senior staff there was that they cared more about meeting dollar quotas than taking care of their residents. While the Memory Care Unit at this facility may be an adequate place for seniors with mild or initial stage dementia, I would not recommend it for mid- to end-stage dementia.

Pearl Street was initially fabulous. Once the company changed hands things went down hill and fast. Food was horrible, not enough staff, missed medications constantly changing staff. One hand never knew what the other was doing. Very very disappointed. I cannot even tell you the marked change in my mother since moving her from Pearl Street. Very Disappointing experience.

Aides do not care about residence. My dad was left in his room all day by himself. Staff does not speak English. Directors are just as clueless. They promise to treat residence as family. I would hate to see how they treat their families. I would NOT recommend to my worst enemy!!!!!!!!!!!!!

The ratings are for the memory care facility. There was no real care provided, nursing was absent during much of the day and not at night. Communication with the client's family did not exist. For 3 months there was no activities director.

I am heartbroken and disgusted by the treatment my mother received during her short 7-month stay at this facility, which ended in her untimely death. On her very first night, I stopped by unexpectedly and found her on the floor in a pitch-black room with the door closed. That alone should have been a red flag. Over time, she was unnecessarily sent to the hospital via ambulance, subjected to distressing tests, and received inadequate care between hospital visits. My mother suffered a series of falls leading up to her death, and I am still waiting for an explanation of what transpired. It’s clear this facility is severely understaffed and cares more about the bottom line than the well-being of its residents. Management changed unexpectedly during her stay, and everything seemed to suffer as a result—from the quality of care to housekeeping to the food provided. The only communication I’ve received since her passing is two cold, copy-paste emails of their contract demanding final rent pa

My mom’s experience and residency of 2 years in memory care at the Residence at Freeman Lake was extremely dissapointing. From October 2023 when the present team took over up until mom left in July 2024, things went from bad to worse. The level of care, engagement, compassion, & staff presence for my mom was severely inadequate. She was not cued on changing clothes or showering for 22 days! Even after addressing this with the team, the issue continued. RCA’s presence was minimal or nonexistent. The activities were minimal or absent. Medications were not administered on time and, at times, were missed entirely. Mom fell out of bed and was left on the floor for over two hours, which should not have occurred with proper hourly checks. The Team consisting of the executive director, memory care director, reflections director and senior regional directors offered resolutions but did not follow through. Memory care and reflections director’s level of knowledge was extremely poor. LOOK ESLEWHERE!

Mercer Hill has so many state violations. The facility cant even pay the trash bill. The facility had trash piled up. If your loved one is in Personal Care, they won't get their medications on time. Lets talk about the front desk...If there's a family emergency, there's nobody there to pick up the phone. When leaving a message, the staff called me nasty and thought it was some kind of joke. I was asked not to call the facility by several staff members.

Staff does not respond to phone calls or concerns. There is constant turnover of staff. We are on our third resident director, our second memory care director (a promotion from her previous job as receptionist), second head of “gourmet” dinning. Unfortunately the head of nursing hasn’t left, you’ll understand my comment the second you meet her. Among the countless promises they will make you during your tour, the bistro and third floor bar are not open over a year into business. You will be coaxed with promises of luxury, non-existent activities and the facade of pleasant people. They will quickly pressure you to add additional services and levels of care. All in all would never recommend and am looking at a new facility for my loved one.

The facility is clean to a visitor but the carpets in residential area are old and moldy. I was told there were several pipes that burst and numerous rooms were flooded. Rugs were not replaced. The food is subpar again chef left with new administration and food was not the same. Nursing for residents is I adequate. They can’t keep nurses for long and nurses are inexperienced. Agency nurses are used to fill gaps. Documentation is impossible to get in order to receive reimbursement from long term care plans. Freeman will not work with long term care plans and expect family’s get reimbursement .

It's a great place for people who need assisted living or a community where they can have their own apartment but it SHOULD NOT BE CONSIDERED MEMORY CARE.

There was a change in management and most personnel has left or retired. Due to nursing shortage Freeman uses an agency to fill in especially on weekends. We pay additional fee for medication management and have found medication missing .on several occasions The agency nurses cannot identify medication and some nurses don't speak English well. The choices for meals is very limited and not very appealing. The activities are limited. .

Mattison Crossing appears to be a caring bright place for loved one’s and maybe even to help or work. “Appears” that’s all it is. Management new is just like the old….uncaring and excuses after excuses for bad employees including their head people. Personally I don’t even know where to start really. Take aides for example. You never find them unless there is a tour or free food. Seriously it’s incredible. They sleep or on their phones in residents room hiding! Events! What events! There is a woman who is in charge but never around and when she is extremely loud and obnoxious and starts a game and leaves after 10 minutes saying she’s all by herself. When she walks out saying they are on their own she heads to her office and shuts the door for the remaining time until she walks out for the day. This is all the time! Residents complain about her for months and nothing done. Residents pay a lot of money to be there when is Mattison going to replace and do right by them!!!!

My father is in two of the post on residence at Freeman Lake, Facebook page for activities that have taken place in the last few months.  Just an fyi from our experience: Freeman Residents have to pay additional expense for medication administration .  However there is no nurse beyond 11pm to administer the actual medication. In our case we had to hire an outside nurse from 11pm to 8am just to make sure our dad got his meds as prescribed. Freeman said they have a nursing shortage and now hires agency nurses to fill some shifts. The residents depend on their nurse timely medication and often left my father lapsing his meditation.  Now it’s important to know my dad is blind he needed  the nurses to help with his meds.  He had been in pain and his hospice nurse wanted to increase his oxy but there was no actual record of what the freemen nurses had provided the dosage or when it was provided .   We have asked for that many times

I feel if I had found a better facility, she might have lived a longer and happier existence. I would let others know that this is not a good place for people suffering from Alzheimer's and Dementia.

My loved one is currently a resident at The Residence at Penniman Hill, but will be moving out soon. Many of the Memory Care residents have already moved out. The staff is lazy and untrained. The housekeeping is the only good aspect. Communication with the family is spotty. The move in process was easy. My suggestion is to remove the Director and reorganize and retrain the staff. I would absolutely not recommend this facility!

This place has gone downhill no activities my parents medication I swear is being stolen this is a life threatening situation The executive director needs to go … shady beyond words and absolutely no empathy

Terrible terrible experience since December 2023 Consistent issues with management and they lose employees left and right they do not care about it loved one it is all about the dollar save yourself and please do not put your loved one here we are happy to have left

False advertising!!! No nursing 24/7 and cannot age your loved one in place!!! You need to pay for private care if you want anything done which is forced by corporate! Spending at least $20 K a month plus. Corporate is fake and does not care and the memory unit is not a true memory unit, be aware!!!

Poor Executive Leadership at Residence. Outrageous fee increases without little or no explanation. Employee turnover is high. Reviews on website are by current employees. Please DO NOT place your loved ones in their care.

My mother recently passed away at Paine Estate in a room that shortly thereafter was deemed uninhabitable by the local Board of Health. Then, six days AFTER she passed away Paine Estate had the audacity to withdraw more than $[removed] from her bank account without authorization. The Acting Executive Director justified raiding the account by saying that they were entitled to collect rent, fees, and expenses for a month after each Resident's death (in effect, it appears, they levy their own death tax)! I am not sure how it's possible to charge a dead person for a room, meals, services, etc. that they obviously cannot utilize. It's too late for us, but please take such conditions and behavior into account when you are considering where your loved ones should live.