Sonida Senior Living

As they say at The Masters, “An experience unlike any other,” but sadly, not in a good way. We had a tour for 11:30am & arrived 15 minutes early. There was no one to greet us, doors wide open. Dingy furniture (the visible office chair had a huge rip in the back) the resident area was dated to put it kindly, and nearly every light bulb in the dining area mismatched. We walked into the sitting area and were overcome with the smell of cigarette smoke & then gross air freshener seemingly trying to cover it up. After over 10 mins of not seeing a single staff person, we got the heck outta there! One of the worst experiences in a retirement community ever! Forgot about a place for mom, it’s not a place for your dog! Corporate needs to send out an inspection team asap! Those poor residents!

When she moved in (under the old management), I would have rated it as a strong 4-5. Under the current management, a 1, maybe 2. I did appreciate that they had a Bible study - it's the first one she had been willing to go to in decades, and I believe it was a benefit to her. The food was truly awful - she was physically ill multiple times a week from it and when I talked with them about it, they said there was nothing they could do. The handrails and fences weren't in good repairs, there were several trees with dead branches that she was afraid would fall on her while she was out walking for exercise, and housekeeping or handyman help was hard to come by because they were so short staffed. The office couldn't stay organized to save their lives, especially after they fired those that knew what they were doing. They realized months after the fact that while I gave them my card for payment, they didn't bother to charge it, and then tried to come after both me and her for it...which is against Wisconsin property management law. She’s been a lot happier since she left.

The facility has gone down since the current company has taken over. My resident has not received a correct bill since they have taken over. The food is well below standards in temperature and standards. There are some great nurses and staff. The main problem is the answer is always I don’t know and you can never speak to anyone at corporate offices.

Assisted Living might be okay... Stay away from Memory Care. They should not be credentialed for this service. I am a medical professional and what happened to us over 4 days is unforgivable. They should not be in the business of memory care.

Aspen Grove needs to take a good hard look at what is NOT working and why…but I will start with the positives. There are a few wonderful aides working here. The outdoor spaces are nice and the door is open when the weather is nice. They have great “centers” and hands-on things that the memory care patients can use. The activity director was enthusiastic and she always had things going on. The food was pretty good and there were always options if my dad did not like what was on the menu. Now to the horrible… My dad had dementia and was very mobile and into things which was hard because no facility can watch someone 24/7 but Aspen Grove mismanaged too many things. My dad’s health plummeted in exactly one month. He fell 18 times, the last fall, attributing to his death. It was actually listed: “accidental death due to fall”. With all the other falls, my mom and sister were called immediately but this one- they were not and he had severely broken his femur. The facility waited to take x-rays and he was not admitted to the hospital until day 3. He must have been in extreme pain. The things that happened here are neglect and elder abuse. We had hospice but there was a disconnect between the hospice nurse and the facility's nurse. At one point he had no drugs. On two different occasions his DNR was not on his chart-it was “lost”. My mom and sister were called to go “help” on two different occasions during the night shift. The second night, they got there at eleven pm, and there were six aides-three were at the nurses station talking, two were watching TV, and one was on their phone. After several falls and so many bruises we asked to see the PA- that appointment never happened. Never saw the wellness coordinator. My mom pressed the help button one night while my dad was having a fit- no one came. When we told administration that the aides told us the help buttons did not work, they were shocked. There are even more incidents that I could list, but I am done. After the week-long hospital stay, we moved my dad to a new memory care. We paid [removed price] for four days just to have him be able to die at a competent facility with a compassionate and professional staff.

I do not recommend this facility at all. I am writing to express my profound dissatisfaction with the level of care my aunt, has received since her move to The Waterford on [date removed]. Despite the facility's stated guidelines, which stipulate two showers per week, my aunt has only received three to four showers in total since her admission. This is particularly concerning given her cognitive clarity and ability to clearly articulate her needs and preferences. There appears to be a persistent issue with a particular aide who, I believe, is not being truthful regarding my aunt's care. This aide has reported to leadership that my aunt is refusing showers and has also stated that bed baths have been provided. My aunt adamantly denies refusing showers and states she has never received a bed bath. When I inquired with the Director of Nursing and another nursing staff member about this discrepancy, they informed me that, according to the aide, my aunt had repeatedly declined showers. I then asked what my aunt's response was when this was discussed with her directly. The employees were unable to provide a response, indicating they had not spoken with my aunt about her alleged refusals. To clarify this matter, I involved my aunt in the conversation with the nursing staff. She clearly stated, "Why would I decline a shower? I want to be clean." This directly contradicts the aide's reports. Furthermore, I was informed that on [date removed], that a male nurse had provided my aunt with a bed bath. My aunt has informed me this is also incorrect. According to her, the nurse came to her room stating they would provide a shower that evening but never returned to do so. I also needed to differentiate between assisting a resident with dressing and providing a bed bath, as this was a point of confusion during a recent conversation with staff. My aunt did decline a bath this morning, [date removed], due to scheduled medical appointments outside of the facility. This is a clear instance of her exercising her autonomy and communicating her preferences, which I trust will be accurately documented. One critical issue was the lack of a functioning shower in her room for over two weeks. This prolonged period without this basic amenity caused significant discomfort and distress. Regarding physical therapy, I was informed by staff that they had not received the necessary order, despite my repeated inquiries. I personally delivered the physical therapy order to a nursing staff leader on [date removed]. As of today, [date removed], physical therapy has not yet commenced. I have contacted the facility's gym six times, left three messages, and discussed my concerns with the Executive Director, [name removed], on [date removed]. During a conversation with leadership today, I was informed that the physical therapy order must be on a physician's notepad. This requirement was not communicated to me earlier, and it appears the order has been in their possession since [date removed] without the necessary clarification on the required format. This delay is unacceptable and has significantly impacted my aunt's rehabilitation progress. My aunt has a need to take protein supplements. The prescription for these supplements was faxed on [date removed], to fax numbers [removed]. As of today,[date removed], my aunt has still not received the protein supplements that are medically necessary for her. It was communicated to me that the supplements would be provided starting [date removed]. However, there was an expression of concern from the staff regarding a relative providing my aunt with the supplement today. My response was to reiterate that the request has been pending since [date removed], and the facility has not fulfilled it. It is important to note that the supplements are already located in my aunt's room, which further emphasizes the unnecessary delay in providing them. This situation is unacceptable and compounds the other concerns I have raised regarding my aunt’s overall care at The Waterford. This continued inaction regarding bathing, the physical therapy order and the provision of essential supplements is unacceptable and raises serious concerns about the facility's ability to manage resident care effectively and responsively.

What they could improve on would be communication, quality of care specifically regarding regular changing of diapers, hydration, clean furniture that is not urine soaked and safety issues with falls out of bed and falls in general.

[name removed] and 2 others in his cottage did not get their meds for 4 days. [name removed] was going thru withdrawals. All left the facility.

It was fine when Sue first moved in but once it was sold, it went south. There was no bus driver - couldn't find anyone or couldn't keep them, meals were not as advertised and if you wanted something other than the special, you waited an hour or they didn't have it. Dining room did not stay open as advertised either - they closed early. Lots of pasta was served - it's cheap. Staff did not stay - some left after 3 weeks of working there. They had at least 3 Exec Directors while Sue was there. The activities directors did not stay either so all of the advertised "things to do", for the most part, did not happen. The last straw was when Sue fell, pushed the emergency button and no one came - happened twice. The apartment was nice, the facilities were nice - it showed very well but unless it has drastically changed I would not recommend it to anyone. Some of Sue's friends from there also left and others lamented that they had no choice but to stay. The people who did work there were nice but it was not well run at all. We moved Sue out in April - she went to Judson Park and is very happy there

1. There is no diabetic menu 2. We were told Cable, Telephone & WiFi were included in the astronomical rent and they aren't. 3. After being assured that cameras are allowed (Mom is a fall risk) we purchased 2 cameras, then we're told that they aren't allowed. There is even a sign on the door that says video is in use.... Unfortunately, the very wonderful caregivers that worked there when Mom moved in are gone now. Other claims like the bed being made everyday are false as well. I have everything recorded except the camera part. Others have cameras in their rooms, though...

[community removed] no longer exists. It was bought out by another company. I found it to be dirty. The staff was overworked and underpaid, though they mostly tried. The administration was purely awful. They hated me because I came every day and saw what was going on.

The Waterford is a 0. It looks nice but the problem is in the staffing. There were many nights with 1 assistant for the entire building. That person had the upstairs and downstairs to work. Calls for assistance would go unanswered. My mom experienced problems with charges with her level of care. Their paperwork listed one price but t heir software during a review would bump her care to the next level. They care her for medication we provided. My mom often could not eat in the dining room because residents refused to allow others to sit at a table. The residents constantly argued over seating. The food was overcooked. Most old people can't chew hard fried foods.

I have found The Addison of Florence staff working in Magnolia Trails and management to be unprofessional and lack of respect for senior citizens wellbeing and their needs. I’ve had to ask repeatedly for housekeeping services and laundry services. Located in Magnolia Trails is an activity board. However, The Addison of Florence has no activity director in Magnolia Trails. Senior citizens has an option of watching television or going on the porch and no activities are planned for them. If you have a love one who is in need of assistance with memory support, don’t send your love one here. Reading company reviews are helpful because it minimizes making long-term mistakes,

Not pleased. Need staff training and more staff. Paid for 3 bather week now 1 or maybe 2. Asked for levels of care and cost per level. No response. Don’t think this will work out well. Will be looking for another place when it’s renewal time. Other services paid for not mentioned or covered.

Started out as a 5 when she first moved in - was well staffed, etc., but the whole Management team changed (i.e. Director of Nurses, Marketing Rep.), then started to go downhill and always short staffed and when I had complaints no one returned my calls, they didn't care. She passed away in [month removed] of this year. I would only give them a 1. I don't blame the Personal Assistants that worked in the cottages- they did the best they could being short staffed.

This facility never has adequate staff & management “[name removed]” brushes concerns off as if they don’t matter. I fear for my family member life and will soon be removing her from The Wellington at Arapaho when I find a safer place. Some days she doesn’t get her medicine. The care staff has a high turnover rate. The place looks old and outdated and smells even worse. Do NOT put your family member here. I can’t even publish this with my real name out of fear for my family member being treated differently.

As a speech therapist with 25 years experience, i have been in many various clinical settings. What is frightening to me as a professional is the very little lack of regulations and state/federal oversight of Assisted Livings and Memory Cares. Because these type of facilities do not accept Medicare and/or Medicaid and do not directly bill insurances (long term care policies simply reimburse families and do not directly pay these places), there is little oversight. These places get private monies with very little policing mostly done by families who are not familiar with the few rules and regulations imposed. ALFs and Memory Cares are money-making machines often being bought and sold. There is very high patient:staff ratio, high staff turnover with minimally trained staff. Mom chose The Addison because it had a home feel. Couldn’t have been further from what she/we experienced. Staff would ignore her, did not keep her clean, 2 mos without housekeeping resulted in cockroach problem.

My mom had a great room on the first floor, close to the door so she could take her little dog out when needed. They had someone that wanted that room (I imagine for a higher price). They told my mom if she moved to a room on the 3rd floor they would not increase her rent. She did and 3 weeks later got a notice that her rent was being increased. She gave 45 day notice that she was moving out because she could not afford the increase. After she moved out, I received a bill for 2 months rent because they insist she did not give notice.

Short staffed, memory care unit looks like a psych ward and stinks terribly. Some of my mother's clothes and sheets were missing, and some aides didn't even know what sun-downing was, which my mother had. It was a terrible experience. I would never recommend Waterford to anyone.

Positives, There are a few employees that care for the residents. I left names off since the reviews tend to redact names. Negatives- Lack of checking on residents- I saw very few employees in the room checking on my dad lack of assistance with bathing and hygiene i.e. my dad rarely had his teeth brushed to the point of film on his teeth meal plans not followed towel rack broken and stayed broken for two months 13 pound weight loss in a 2 month stay lack of empathy of the director and the absolute rudeness and lack of explanation to families.