Sunrise Senior Living

What I think the Holiday Parkwood Estates community could work to improve on would be providing what they promises- such as transportation, housekeeping, making well prepared food and the cleanliness.

Staff nonresponsive to concerns, food quality has deteriorated and the place just seems tired. Disappointing to see the decline. Missing [name removed] and her staff and her cheerful smile. Current Executive Director really in over her head.

The initial cost quote was low balled and once my loved one was there, it became apparent that the price was going to be $[removed] more per month. My brother had and has been taking his own medications for various conditions for over 50 years, but they insisted that they had to do it. They were unwilling to let him do this. Thus, the cost was significantly more than expected and well beyond his monthly income. Each month was billed in advance. When he moved out, we expected to pay the balance of the month for rent, but should have been reimbursed for the "nursing" (giving daily meds) service. This was $[removed], which on his income is a large amount. I have been trying since October (nearly 6 months) to get this refund. They never return calls!!! I would not recommend dealing with this community!!

My parents have experienced an endless string of service failures. The most worrisome have been LONG lags in response time to their call buttons (when they are working!), nobody showing up to give my mom a shower when she's supposed to get one, broken elevator, and generally decripit state of the building. The food is bad and cold, especially breakfast, and they run out of the dinner entree regularly. Many of the staff don't give a crap. Some are nice and care, but overall a spirit of passive aggresiveness pervades. SO many things they could do to make it better, but they just don't. Management has said the right things at times, but mostly seem to be phoning it in.

They didn't do much well. We were horribly disappointed. They need more staff, and provide transportation. Over sold under perform. Suitable for assisted living but not skilled nursing.

I’m not happy at this point; I can’t get a response from billing to discuss our bill. I have called to speak to the billing person several times as well as emailed several times, and [name removed] has not responded at all over the last month.

Overall it has not been a good experience, and I regret moving my loved one here. I was very disappointed. We were promised services and care that were not provided. Staff is not competent in caring for the elderly. They are impatient, and often rude.

They don't use their own staff. It's agency staff. My mom was in memory care. Every time I visited her the staff was different. They often spoke Spanish while sitting with the residents (who didn't speak Spanish) while the residents were eating. All residents were parked in front of the TV during the day. They didn't want them in their rooms cause "they needed to keep an eye on them." So naps were in their chairs. There was no activity director for memory care. My mom went to the hospital in November. We moved everything out the day before Thanksgiving. She couldn't go back for medical reasons. We're still waiting for the refund. All in all - beautiful facility but wouldn't recommend it.

The food is tasteless and very small servings. Activities are minimal. They only give an hour to go shopping. There is no back up bus when they have a breakdown. Refrigerators are very small. The place is clean and residents are nice. Not much interaction with staff .

Very poor communication between staff and family. Strong urine odor. Poor personal care and care of belongings such as clothing and linens.

Very upset of sudden price increase when never told moving in that annually this happens. Problem with mice. Overall its just ok. Wish we had looked around more or asked more questions about pricing.

The staff does not Truly care for your loved one! The more you get to know the staff, the more is IS VERY CLEAR, ALL THEY CARE ABOUT IS GETTING MORE MONEY, MORE MONEY, MORE MONEY!!!!!! When we inquired with the staff about where all of our loved ones clothing, coats, etc. have gone, since they are all going missing and her closet is becoming more empty etc., (even with clothing we had just taken over days ago) the staff had the audacity to tell us, "Well, we don't think you ever even brought many clothes over, nor brought your family member more clothing a few days ago." ........Seriously, how dare they acuse us of making up some lies, when all we inquired about was our concern of where all of our family members belongings are going.. The staff is obviously stealing from the residents, and yet has the audacity to accuse us of LYING, when we have nothing to gain from it!!!!!! Nor are we the people who do that sort of thing!!!! AND, WE PAY THEM A HELL OF A LOT OF MONEY!!!!!!!!

My mother lived at Sunrise of Haverford for four years, from 2018 to 2022. She was in Independent Living and then Memory Care. The first few years Sunrise was great, with caring staff, healthy appealing food, and fun activities. They even accommodated her little dogs. Things deteriorated and I eventually needed to move my mom. High turnover - from the director to the staff - is a major problem with periods of time when there were serious vacancies at many levels. Many of the staff were wonderful, but several ignored residents while they texted on their cell phones or treated residents disrespectfully. Food quality was poor, housekeeping poor. Note, too, that unlike places like [community name removed], Sunrise Haverford is licensed as a Board and Care Facility and not an Assisted Living Facility, so Sunrise can provide only limited care (no bedrails, etc). Proceed with extreme caution with Sunrise, and look elsewhere to see the difference. There are better choices.

Everyone is very nice, but they are short staffed. So what they tell you is not what you get. For example getting your apartment cleaned. No housekeeper, no bus driver, short staffed in the dinning room and the washer and dryers are always broken. At this time I would not recommend until they get their staffing shortage under control.

For a normal assisted living situation for an elderly individual, it has a nice and homey feel. My loved one was not in that category and they were not able to care for my loved one at the level that was needed and that they claimed they could do. Overall everyone was very nice and they communicated well with me, but just not the right place for my loved one.

They either underestimated the amount of care Mom needed or exaggerated their ability to care for her during the sales process. The rooms were smaller and more expensive than what Mom had at her previous facility. We had to move her because of the extended care she needed.

Sunrise of Willowbrook was way too big. It was three stories, with three different care types - memory care, assisted living, and a retirement community. We preferred a smaller facility that focused sole on memory care. I did not care for Sunrise's memory care unit. A lot of patients were still lying in bed midmorning when we were there touring, as opposed to being up and active. The facility was very beautifully decorated, but it was just not the right place for our loved one.

I believe Sunrise is too intuitional. This community is more equipped for assisted living than a memory care community. I was able to visit my loved one often, and saw things that I was appalled at. The food isn't very good at all. The community told the family that a certain food was available anytime between 7 am to 7 pm, and then the residents would have to beg for it. There were some caregivers that were good; however, I don't feel they give enough individualized care to the residents in memory care. They were short staffed a lot during the time my loved one was here. I saw a typical resident to staff ratio of 10 to 1. There were a lot of agency staff that would come in to assist. We ended up moving my loved one out of the community, after raising the fees and the poor care service we received. Overall I was frustrated, angry, and sad that I had to leave my loved one in the community. The management team finally heard me on my concerns and took care of these concerns after several conversations. The food left a lot to be desired. There were sandwiches that were served with no mustard or mayonnaise. Also, the soup was cold and mostly milk with vegetables.

I toured this facility. It seemed very run down and not well maintained or updated. The cost for assisted living seemed very high, Independent living cost seemed ok.

While searching for a new care facility for my mom, I asked Sunrise very specific questions related to experiences of neglect, abuse, & near death of my mom in her prior community. Questions were based on the experiences, providing specific examples related to each instance, & then asked the Sunrise staff about their philosophy & protocol of "care" was for each example. They were tough questions, because, well they were traumatic Sunrise accused me of being angry (although, another family member was also in the meeting & affirms that I was not angry at all; however, my mom's trauma at the previous care facility would & should cause anyone to be angry, but I was not during that meeting). Sunrise used that as a defense, because the examples & questions hit to closely with their own philosophy & protocols of care. Ultimately, they denied my mom, for which I am extremely grateful. [Second-hand information removed.]