Mustang Creek Estates

My parent has been there for a while. They’ve gone through several directors in a short amount of time. Residents don’t get food or medication on a consistent basis. Laundry takes forever. The owners couldn’t care less about the residents or their families. As long as they are getting paid on time monthly you’ll never be more than just a dollar sign to them.

Mustang Creek Estates on Rapp Rd. In Keller, Texas is an assisted living facility for elderly and handicapped individuals. On first inspection of the facilities, they appeared to be acceptable. However, problems became evident shortly after admitting my aged mother in July-August of 2022 for assisted care in [building name removed] The caregivers were negligent in giving my mother her medications at times. This was evident when I acquired (with much resistance from Mustang Creek) the medical administration records, which showed they never gave her blood pressure medication and rarely took her blood pressure. One time the caregiver had taken her BP, looked at the reading, and said, "I don't know what this means. I'm just pretending." "I don't know what this means. I'm just pretending" is an applicable theme for Mustang Creek in all they do. They promise to check in with the residents every two hours. This does not happen, and there have been stretches of twelve or more hours with n

They are extremely understaffed. It was expensive, for what was paid for 3 months, and my loved one was there less than a month. All places have problems but I would not recommend this place . They do not hae the help that they need. There was missing laundry, and bedding from my loved ones room. They were not deep cleaning like they said they would.

They have gone through several directors here. In addition the community, is filthy. The food served was pork and there was no other options given to the residents. They wouldn't always provide alternative options for those with dietary restrictions either. My loved one had unexplained bruises on them, and they didn't shower my loved one either for up to a week at a time. The community made promises and they didn't fulfill these promises to the family or my loved one. We ended up having to pay more to have my loved one move out of the community, than we had planned because they charged us a community fee and time for my loved one's apartment. The call buttons wouldn't be answered for sometimes up to 2-3 hours for my loved one. The director told the family that if my loved one pushed the button and the resident had to wait then the entire staff would be notified after a specified length of time and the staff never responded. [name removed] the newest Activities Director is kind, compassionate, and went above and beyond to care for the residents the best she could. I volunteered to buy items to help make the dining room match the brochure and the community denied this request.

We had a horrendous experience with Mustang Creek Estates, it was awful. We put my father in that place in [date removed] of last year and when we paid the money towards the facility, talked to the director, and talked to the sales person - they were just singing praises. [agency name removed] hospice came out too. One of the managers, she came out and she sat on the table at dinner and spoke to my husband and me and sung praises about how much she loves the patients families, how she's close to them, and visits in the middle of the night. She spoke about how wonderful she was and how great the hospice agency was with her patients. I saw through it a little and thought she was trying a bit hard. Despite that she took all of the paperwork she needed and we had him start with hospice. We got dad set up, we brought in a bed and linens, he was moving from California. The room could have been a little more cleanlier, but after that initial visit, it was NEVER again cleaned like the first day we saw it. We brought him in, had his room set up, decorated it and had his bed setup with different blankets and pillows. We labeled all of his clothes with his name, as he had dementia and we brought in his leather chair. We would visit him, and about a week into it he was wearing women's clothing, he wasn't wearing his clothing and we couldn't find his blankets or sheets. He was also wearing mismatch slippers. I understand dementia patients wander into each others rooms, but the laundry room was piled and piled with dirty laundry. They said they only did laundry once a week or something ridiculous like that. We'd go to visit him and his toilet was flooding. He stayed in a semi-private room with a roommate so we thought maybe one of the patients put something in it. It was the most horrendous experience. He went in in [date removed] of last year and we moved him out around the end of [date removed]. We went to visit him once, and brought him home for a visit and we never took him back. His clothes were a mess, his closet had things dumped all over its floor and had other peoples dirty laundry. It was filthy. I helped a caretaker take one of the female residents back to her room and when she opened the door, the stench of urine was so strong. We also accrued [price removed] worth of medical bills because the caretakers are supposed to automatically without any question contact hospice first in the event of an accident. Hospice will give the yes or no on if he needs to go to emergency room, and they will take up the costs. Instead of that, they kept sending him to the hospital without asking hospice first. They didn't want to deal with him because the people they have working there aren't trained and they don't pay them enough. At one point we went to go visit him and when we walked him back to his room there was a women sitting in his leather chair without a diaper, but she had defecated on herself. A caretaker was in his bathroom, one hand on the phone and the other hand was holding the diaper which was dripping feces. [agency name removed] hospice never once called us. I finally complained, but they never made an attempt to contact us. They did not live up to what they had promised to do, neither did Mustang Creek. When we brought him home, my mother-in-law was bathing him and he said, "ouch", she looked closer and saw staples in his head from an old hospital visit that had been there who knows how long. We never saw any activities or crafts, we just saw a lot of elderly residents watching TV with no sound. Most of the time it was on something like Real Housewives, not something that the seniors wanted to watch, but more so something the caretakers wanted to watch. My dad became agitated while living there and received a prescription for Xanax, but he kept running out. When he has taken a Xanax, he is usually like a zombie, but that's not the behavior I witnessed from him. So there's no way he was taking any, let alone running out. I believe someone was taking the Xanax, just not him. It was all a façade from the beginning and it began to decline. I got ahold of [name removed] and I gave her an ear full. I told her shame on you for not taking the time to visit the home(s) and see the way the rooms are kept. Shame on you for not knowing what your employees are doing. In front of the residents families, the employees would hold personal conversations over the phone, complaining about their shifts, overtime, and how they don't pay them enough. When we got him home in [date removed], he passed the following month - so the last couple months of his life were not the best experience. I have a lot more other experiences I could talk about, and it wasn't just me. His family and kids from California came to visit and when they walked in on him he had urinated on himself, he looked horrible, and he had a diaper on. They immediately said they didn't want dad there, they wanted him out. There were a lot of people visiting who didn't like what they saw either.

I will say do not go to this facility. Poorly trained staff, inadequate staffing means there is never enough people and this isjust the beginning of this experience. LOOK AT BBB REVIEWS I EXPERIENCED MANY OF THE SAME THINGS. I SAY BEWARE AND LOOK ELSEWHERE! WISH WE HAD!!

The exterior looks great but behind that, there is no reason to put your loved one here. They underpay their employees, so there is no loyalty to the company or the people they care for. We have two particular ladies who are outstanding but no one else seems to really give a flip. Employees come and go so quickly - we don't even really get to know anyone. They serve crap meals - sometimes they don't even serve them because no one is there to cook. The list goes on but really those two things right there - should make you think twice. If I could afford to move my father I would but I've already moved him twice. None of these places are worth what they charge.

We chose Mustang Creek Estates at the time because they were the only ones that would take us. I would tell others to beware and stay away from this facility.

only had single person rooms and no availability.

If you send your loved ones here, that is the biggest mistake you are making. The manager of Frisco is so unprofessional and I have no idea how she was hired. The man who works in house E with his nails done, is the worst person I have ever met. These people left bruises on my grandpa- we have a video of him saying they beat him up and he was trying to protect himself. Thinking about posting it on every social media platform so everyone in this world can know how awful these employees are. These people do not care about the residents. If you want your loved ones safe, this is the last place you should be looking at.

They leave their memory care building unattended overnight. Would not recommend them to anyone.

There is nothing good I have to say about this place. Home Health found our loved one in his room and called us to say he was not being taken care of. He had no water, no cup for water. He ended up in the hospital for dehydration. He also fell and cut himself. We were not notified until 2-3 days later, and only then was he taken to get stitches. I just do not understand that. We immediately removed him from the situation.

Runaway from this community, We had a billing issue with the community after we moved out and they continued to charge us. The lack of care from this community was bad. I would definitely recommend this community to others

I would tell others that they promise a lot and they very much under delivered. We explained her issues and they made it sound like it would be a great fit and it was not. I was up there all the time and it was not a good experience.

The staff there were absolutely not trained to care for residents in memory care at all. They did not know how to talk and interact with the residents . They were too understaffed for the care the was needed. Cleanliness needed improvement.

Just moved out. Did not get the care we were told. Could not recommend to anyone! Also the housekeeping has a lot to be desired. Understaffed. Often only 1 person has to cook, clean, do laundry, caregive.

My father in law got really poor care from this facility.

We had to move her after 2 weeks care substandard.

Had Mom here for 2 months. Only 2 caregivers for a dozen confused, incontinent, wandering residents. Several residents fell and it seems like an ambulance was there transporting someone to the ER weekly. Food was cooked by inexperienced caregivers and often too tough to chew. Their call system was an actual cowbell that was altered so it wouldn't even ring. They refused to provide grape juice and cottage cheese, saying family would have to provide. For 4k a month, they should've provided. Medications messed up, no activities, I had to give mom her showers most days.......ridiculous! Moved her back to Rittenhouse Village!! A couple people followed !

Our decision to choose Mustang Creek was based upon its potential to be a great place for the residents. Upon arrival, we learned they were understaffed, and the employees overworked. The model with the kitchen in the center creates a feeling of homeyness, which is deceiving. The cook is also required to be the personal caregiver, so the time available to dedicate to the personal services or activities of the residents is in direct conflict with the meal preparation. During our short stay, we never saw residents out of their rooms except at meal times. Unfortunately, it was an isolating environment not a homey place to live. That could all be rectified with appropriate staffing and a commitment from ownership/management to engage the residents.