Phoenix Senior Living

As someone in the business industry for over 20 years, I am well aware that strong businesses are built on a firm foundation of culture, communication and partnerships. That should be even more so the case when the business is based on the care of a fragile population such as memory care patients. That is why I am shocked and disappointed by the poor leadership of the Management of the Phoenix of James Creek. We were forced to deal with a series of bad decisions, untruths, and excuses rather than ownership, accountability and two-way communication. Good leadership is hard; however, when it is for your loved one, it is required. For this reason, I cannot recommend this facility at this time. Hopeful it will change.

When choosing a memory care location for my father I depended on reviews and was persuaded by them and the friendliness of the sales and front office staff. However, our experience once we moved in was a nightmare. We moved our father after two weeks and have photos of the drastic decline he had in two weeks there with falls he had not had before, medication errors, poor communication, unnecessary ER trips, lack of programming, etc. It it a beautiful place with large rooms, and some nice staff; however, with the large number of outside staff there is a lack of communication between shifts that damages care. We moved him to Vitality at Milton which offered much more personalized care, effective med control, and much better communication. I just wish I could have avoided the awful two weeks my father had and hope to spare another family.

Not enough staff to care for these residents. Don’t bring your loved one here. Not enough staff to watch over the residents in this facility. It is a disaster waiting to happen. Many residents have fallen without available assistance among many other issues

Appearances can be deceiving. Don’t be deceived. Unclean residents, poor nutrition, your loved one’s clothing being worn by other residents, unclean rooms and especially bathrooms,, little assistance with feeding, soiled bedding left to be handled by family, horrible communication, no empathy, empty promises, high turnover at all levels, horrible resident-to-staff ratio. I could go on. My experience with a parent there was horrible and traumatizing. The lack of transparency and basic decency towards your fellow human is hard to grasp. Please keep your loved one at home as long as possible before putting them in any assisted living facility. My heart broke every time I visited seeing how my parent was treated.

Memory care manager is rude and sarcastic. Everytime I come to the facility I hear her talking about someone every day to other employees. She is rude to employees and family members, this is probably why they can’t keep staff. The managers up front seem to allow bare minimum behavior from workers, when you walk into the facility everyone is on their phones, just sitting. While family members are drenched in urine and waste. You voice complaints and they are never addressed. The meals are nothing for the amount you pay to keep your family here. The carpets are disgusting and smell of urine and waste. The house keepers don’t clean anything. Never toilet paper and paper towels I just wouldn’t recommend.

I have moved my father into his third assisted living and this facility was the absolute worst facility I have had the unpleasant opportunity to deal with. The food is disgusting and difficult to identify. We had to pay a large facility fee; however, there was no heat in my fathers apartment for around 10 days. I had to personally provide a adequate heater. The door lock did not work for 5 months. The management staff is allowed to be deceitful and will not keep you informed about your family member. When I addressed issues with management I was treated with hostility and unprofessionalism. I finally had the opportunity to meet with two directors and a corporate employee who was rude and crass. I was told i was not allowed to discuss “the past” which was 5-7 weeks later due to a death. I would truly not waste my time with this facility. Expensive and unprofessional.

Please notice that all the good reviews of this place were given over 5 years ago when it was owned by a different group. Since then it has gone downhill drastically. We put my mother in Phoenix and she stayed for only one year. They did not take care of her and the staffing was if not illegal it was definitely complete negligence. There were times when we went looking for a staff member and the only person we could find in the building was on the front desk. Often my mother who needed assistance was not put to bed and sometimes not not taken down for meals. After a constant complaining we finally decided for my mother's safety sake to move her to a different place. Don't be fooled by the good looks of the facility and the people who greet you when you come in. They are not the ones who do the care and the ones who do won't be there long because of the constant turn over.

My mom has to have meals delivered due to health issues breakfast comes at 10::00-10:30 lunch maybe by 2:00 recently they served her a piece of pie no bigger than my thumb shameful

My bad experiences with this place compound with each visit with my mom. I would keep looking. The front desk staff is very nice and accommodating. One person in the dining room seems to be the only person in the whole facility that actually cares about the residents and runs herself ragged serving them. If it was up to me my mom would be out of here in a New York minute. It is almost to the point that I don’t want to even visit her here.

We would move if there was another facility in our area-terrible food, sub par care, and not enough help.

'The untrained and disinterested staff will not even wear the name tags they were supplied with. There is staff supervision only part-time Monday-Friday. No meaningful night supervision from attendants asleep at the nursing stations. I witnessed a naked man with dementia lying on a hall floor for hours. Medication supposedly delivered by med techs, but often skipped - especially at night. Strangely enough the food is often adequate and of good quality. No regular nursing or nurse- practitioner visits.

They are very short staffed and the residents are paying the price for it. Management does nothing to fix the numerous issues. Elevator has been broken for months. Definitely do not even consider the Memory Care unit, Memory Care is a complete money grab, Really bad glorified baby sitting. Residents live in filth since rooms are not cleaned. Clothes are washed but seem to disappear. Food back there is slop. No meaningful programs or activities. The residents are sat in front of the TV all day while most staff plays on their phones. No assistance with grooming or bathing or clothes changing. RUN RUN far away from this place!!!!

t took me a while to decide to write a review, but I know that it is the right thing to do. Please do not put your parent or loved one into their memory care unit! I urge you to look elsewhere. My mother lasted less than 3 weeks in this facility before she was in the ICU on a ventilator. My mother has dementia but is highly mobile and would try to escape frequently. This was not the right environment for her. They were almost 100% staffing service at the time we were there, and nothing was being managed properly. When we left we were told that changes would be made, but I write this review to urge you to either go elsewhere or to ask detailed and specific questions to the staff themselves to determine if they will care for your loved one properly. I will say that the people in the assisted living side seemed very happy when we would pass them to go to the memory care unit.

This community was like a nursing home. Me and my loved one are still very active and I felt like this would not have been a good fit for us. This community was dark and smelled, it was just not the right place for us. The tour guide showed us around and it just seemed sad. It was just not the right place for us. The outdoor area also did not allow for walkers or to safely get around. To have two people in the community the cost was also really high. The tour guide was great but it was just not it.

The ED does not return calls or emails. The memory care "manager" is very rude and certainly does not care about the residents needs. My mom is always soiled and her nails are filthy. You can never find an employee when you need one. if you can find someone they are always on their phones. I am currently waiting for a memory care bed to become available at another facility then will be moving her asap.

the office staff that used to be there were great.New people took over and they treated my mom like a nobody. The cna's are lacking , meaning there needs to be more. Never have i had such an experience at such a beautiful place. Awful.

Almost $[amount removed]k per month in Memory "Care", unwashed clothes, clothes mixed with other clients, activity calendar reads good but that's all, limited personal care, staff turnover high, management turnover as well. Mom died there. Not a single member of the staff offered their condolences, not even management despite my mother being at the facility since it opened. Instead we continue to receive the emailed updates on Benton House despite repeated requests to stop. Heartless, incompetent, non-caring. Think twice before sending a loved one to this facility.

The Pearl was not a good fit for my mother's memory care needs.

They do not want to take the time to care for the residents. The more needs a resident has the more they ignore them. If a complaint is made via phone, no one will ever call you back. Emails are unanswered as well. The ceilings in the rooms are falling down, all the showers are step in, the food is delivered cold to the room. dirty diapers are left laying in the bathroom. There is never anyone in the assisted living to answer the door which is left unlocked all the time. A person can walk in and out without meeting anyone on staff anywhere almost any time of day. They are extremely understaffed and the staff that is there just doesn't care. If you complain it is always the residents fault. Don't even bother to visit, there are too many improvements to be made to be worth your time.

Staff is just doesn't care. Told me my mother in law could be helped and needed nursing care at [fee removed] a month. Moved her to a different place. She is already standing on her own. Food is just bad. Rouches everywhere. Cleaning staff does the least possible work.