Surpass Senior Living

This is a great community for people who are relatively independent. The activity program is one of the very best around. Unfortunately, most elderly people who are looking at moving to assisted living need special care. Ask any home health professionals who come in and out of this building and they will tell you that the care is seriously lacking. They focus more on renting out apartments rather than taking care of the people who already live there. Look for an assisted living who has a nurse there in person supervising caregivers during every shift (24 hours/day). This place is known among industry professionals as having ongoing problems with State inspections because of clinical concerns.

We went to go on the tour that we scheduled and the person that we got was someone that did not know anything about the community. They were very unprofessional and that did not impress me. Also they had two floors and the community was very big. it just did not work out for my friend.

It was so close to the highway and the shopping center. I wonder about the noise level. I was not happy about the monthly cat rent.

We had quite a few issues with this community, and were not happy with it at all. The staff were friendly, and tried to be helpful, but just did not seem very competent. We really had to stay on top of them to make sure things like regular cleaning took place. We also did not like that during the weekends they had temporary staff come in who had no personal connection with the residents. When we were selecting a community we had 3 main requirements. We wanted her clean, safe, and active. We were very disappointed in the level of activity here. When we toured it looked like they had all sorts of things planned, and marked on their whiteboard, but after she had been here a while we noticed that there was barely any participation, and the staff did not seem to actively encourage more people to join. And in terms of safety we never felt that the building was particularly secure. They locked it at night and you had to use a code to get in, but EVERYONE knew the code, and they'd tell anyone who asked. The building also very empty and unwatched at night. They also had a water line break, and it took them a month to get it taken care of, and during that time they would just crowd all the memory care patients into a common area for most of the day. And last of all were the problems with cleanliness. We would often come in and find Mom in bed in her clothes from the previous day, or find that her bathroom was dirty. We were paying to make sure that she had help getting changed in the mornings and evenings, and this was obviously not something that was happening regularly. I would NOT recommend this place to anyone else.

My loved one was previously a resident at Asbury Place Maryville and our experience at this facility was overall terrible. Hidden fees, very large move in community fee, terrible communication.....my loved one didn't get their medication for days. There was a total lack of communication about my loved one's care all around. I would not recommend Asbury Place Maryville to others.

My loved one was properly cared for, had to ask for them to bath and change bedding after 30 days each time. She lost a lot of weight because they don’t make sure anyone eats. She fell so many times she is scare to stand up! No compassion. My loved one fell backwards and her her head as I watched on the camera, an employee stood over her until help camel, showed her no compassion that she would be ok! All I could do was watch and cry, it seemed so unreal and cold! Residents go in and out of each other’s rooms. Male and female. This is not ok or safe. Seen women wearing men’s clothing. Every time I watched my loved one on playback on the camera fall and hit her head they did no evaluation and just stood her up and walked her out of the room for breakfast! Please do not remove this review, we have a right to let people know about our horrible personal experience.

No training of staff Medication irregularities Mold in rooms Rude ownership Inaccurate assessments No care plans designed Overselling/underdelivering Residents put at risk

Worst place ever!!! This place is absolutely a mess. We had such a bad experience from the beginning. They kept making mistakes with my dad's medication repeatedly. The lead nurse [name removed] is very disorganized and unprofessional. I went to the place and requested his medication log and she didn't want to give it to me, gave me all these excuses, I spoke with the director [name removed] and got meds list and log. They had wrong timing for a couple meds. [name removed] said they were going to fix it on their system and email me a copy. Well she never did, I emailed her and also texted [name removed], and they both ignored me. So, yes, the director [name removed] is also very unprofessional and careless. They also lied one time when they gave my dad his meds at the wrong time and they said they didn't, but we had a camera in his room so we knew they were lying. [name removed], one of the medical techs was also a mess and was rude to my dad many times. If you truly care about your loved one please find another place for them.

Our LO was in the assisted living facility for a couple of months until we decided to take him out due to several mistakes, from his nutritional plan to his medications (dosages and times). The staff seems very disorganized, there is a lack of communication, they blame each other, there is no accountability. From the nurse, med techs, front desk etc. I would never recommend this place to anyone, they can’t be trusted.

There are a handful of people at this facility that sincerely care and the rest steal from the residents, treat them poorly, or have prior arrests! And sadly, none of them are trained properly. From transferring residents to proper hand hygiene, this place just can’t quite pull it together. They are on the third executive director and third resident care coordinator in the past twelve months. They all talk a good game with little results. There’s absolutely no accountability. This industry better start figuring out how to improve the quality of care for the elderly or we’re all going to be in trouble. It just can’t be that hard to properly vet and train people and figure out how to retain those care partners that are worth keeping.

Management and ownership are strictly in it for the money, not your health and well-being. Research this facility carefully, prospective residents and families.

Do not put your loved one in this facility!! My mom and dad were residents of the memory care for 1.5 years and I loved it when they moved in. But, when all of the top managers were fired or quit all at the same time, the care, compassion and communication ended! In the past 2 months, there's been rotating people from corporate (Surpass) and I've done nothing but complain in person, through emails and phone calls to corporate. Finally a month ago, I was called into the office for a meeting with multiple managers and nurses and told "obviously we are not meeting your needs so you should find another facility for your parents." I gladly looked at numerous other memory care facilities and just moved them out...and took their $7,000 per month rent with them. When the nurse at the new facility compared the med records from Heritage and their doctors orders, we found out that both of my parent's meds were all messed up. They were giving meds that the doctor had discontinued and they were not giving meds that were on the doctor's orders! There was usually only 3 caregivers for 30 memory care residents, and one of those was in the med room with the door shut. (and I was told numerous times that this is enough and is "the norm") This left 2 caregivers for 30 people with significant mental and physical deficits. The activities they used to do had pretty much ended and my parents were just placed in front of the tv all day. On numerous occasions, I went to visit during meal times and no one was helping my mom eat so she was sitting alone with a full plate of food - and she is diabetic! One day I went and my dad didn't have any other pants besides the ones he was wearing. Their laundry was constantly put up after being washed and not completely dried, so it would mildew. They would not give out their cell phone numbers or a way to contact people when family members had problems at night or on the weekends. Check out their deficiencies on the state website from Texas Health and Human Services for Long Term Care Providers.

My 96 year old mother stayed here less than 1 week and feared for her safety. She was unable to stand my herself and needed help to transfer from one place to another. She said the staff was rough and "threw me around like a rage doll." We had to move her immediately. Another huge problem was that her call button never worked the 6 days she was there so she just had to wait until someone "checked" on her, which was about every 6 hours. Not nearly enough when you cannot go to the bathroom without assistance. Due to these circumstances, we could not give the required 30 days written notice to leave, so they did not refund any of our deposit or rent - we lost about $5,000. Very unfair.

My mother and father both went here early 2016 one on the assisted living side and the other on the memory care side. This was the nightmare of our life. They do not give meds correctly they do not even know what they are giving if you ask the person administering the meds as she is not a nurse, they left my dad laying on the floor as the caretaker said he's just going to fall again why pick him up. They do not have enough qualified staff its like a bunch of high school kids that do not know what they are doing. The worst thing that happened was they gave my dad my moms meds. and my mom my dads meds my mom got very sick and they never could give us any explanation except they fired the care taker and tried to blame the pharmacy not true by the way. This place is a joke managed by a large company who just wants your money they are a horror story do not take you family members here!!!

Horrible place to put your parent if you truly love them. The staff is always complaining that management doesn't care about them. They had a bed bug outbreak in over ten rooms they tried to hide from us. [removed] The owner seems to put lots of money in the building than providing more activities for their memory care residents. Not a good place to put a love one looks can be deceiving

They did not work out for us at all. It was an awful experience. There was no actual abuse, but there was lack of ability, lack of staff, lack of caring, lack of quality. I don't know if I could say enough bad things about it. We got our loved one out of there as fast as we could. He was found on the floor with no one around him. Most of the staff were Jamaican, and because of their accent, we couldn't' t understand what they were saying to us. I don't care for the administrator either. She was pompous and arrogant. And apparently she didn't even know what was happening in her own facility.

My mother suffered from cruelty and abuse during the nine months she lived at Villagio of Carrollton. Her room was infested with biting bugs and she was being eaten alive, but they insisted she was a "carrier" and somehow producing these bugs in her own skin. Ridiculous! When I refused a very poisonous skin treatment (which she did not need), they quarantined her in her bug-infested room for 5 days with NO TREATMENT of any kind, not even anything to soothe her burning, itchy skin. They even took away the aloe vera gel I brought her, so she took cold soda cans from her mini-fridge to soothe her irritated skin. Outrageous! Dermatologist confirmed that bites were from bugs in her environment, but Villagio didn't have the ability to find them. They kept treating for bedbugs, even though doctor and exterminator confirmed there were no bedbugs. After two months of this, my poor mother being quarantined and labeled "contagious" (which doctor confirmed she was NOT), I removed her from the facility. The mental abuse from being isolated and told she was to blame for the bug bites was horrific. The Executive Director, [name removed], should be removed from her position. Her cruelty and uncaring attitude are reprehensible. The Head Nurse, [name removed], actually tried to convince me that steroid cream was like antibiotics and had to be used for a full cycle of a certain number of days, which is the opposite of true. She wanted to keep putting steroid cream on my mother's healthy skin for three more weeks. Crazy! When I reached out to the corporate office, Cappella Living Solutions, for help, their Regional Director of Operations, [name removed], proved himself to be just as obtuse as [name removed] and [name removed], supporting their cruel and ridiculous antics. If you want a caring environment for your loved one where the leadership is smart enough to exterminate bugs and administer medication properly, DO NOT put anyone you know in Villagio of Carrollton or any Cappella Living Solutions property. Other than that, the staff themselves were very kind to my sweet mother. Unfortunately, the diet is pure sugar and carbohydrates. My mother gained about a pound a week--25 pounds in six months--living at Villagio of Carrollton. Dessert after both lunch and dinner, sugary snacks in the morning and afternoon, and too many carbohydrates in general is not a good diet for anyone, much less a senior adult. This facility does not know how to provide a healthy environment for a senior. Period.

My mother suffered from cruelty and abuse during the nine months she lived at Villagio of Carrollton. Her room was infested with biting bugs and she was being eaten alive, but they insisted she was a "carrier" and somehow producing these bugs in her own skin. Ridiculous! When I refused a very poisonous skin treatment (which she did not need), they quarantined her in her bug-infested room for 5 days with NO TREATMENT of any kind, not even anything to soothe her burning, itchy skin. They even took away the aloe vera gel I brought her, so she took cold soda cans from her mini-fridge to soothe her irritated skin. Outrageous! Dermatologist confirmed that bites were from bugs in her environment, but Villagio didn't have the ability to find them. They kept treating for bedbugs, even though doctor and exterminator confirmed there were no bedbugs. After two months of this, my poor mother being quarantined and labeled "contagious" (which doctor confirmed she was NOT), I removed her from the facility. The mental abuse from being isolated and told she was to blame for the bug bites was horrific. The Executive Director, [name removed], should be removed from her position. Her cruelty and uncaring attitude are reprehensible. The Head Nurse, [name removed], actually tried to convince me that steroid cream was like antibiotics and had to be used for a full cycle of a certain number of days, which is the opposite of true. She wanted to keep putting steroid cream on my mother's healthy skin for three more weeks. Crazy! When I reached out to the corporate office, Cappella Living Solutions, for help, their Regional Director of Operations, [name removed], proved himself to be just as obtuse as [name removed] and [name removed], supporting their cruel and ridiculous antics. If you want a caring environment for your loved one where the leadership is smart enough to exterminate bugs and administer medication properly, DO NOT put anyone you know in Villagio of Carrollton or any Cappella Living Solutions property. Other than that, the staff themselves were very kind to my sweet mother. Unfortunately, the diet is pure sugar and carbohydrates. My mother gained about a pound a week--25 pounds in six months--living at Villagio of Carrollton. Dessert after both lunch and dinner, sugary snacks in the morning and afternoon, and too many carbohydrates in general is not a good diet for anyone, much less a senior adult. This facility does not know how to provide a healthy environment for a senior. Period.

Thank goodness Heritage Twin Creeks is close to Presbyterian Hospital since many residents end up there (especially from Memory Care) due to the lack of attention, callousness, and carelessness. Falls, injuries--even residents who wander away unnoticed seem to be the norm at this facility. This is not a place for your Mom or anyone needing attention and care.

All interesting reviews, but they fail to point out that the Surpass corporate management are far more concerned about their wallets than ensuring consistent, quality care for your loved ones. If you plan to tour this place, take time to speak with current residents and their families, check out the pitiful laundry facilities, ask to see some of the apartments that are sub-par--check out the carpet in 128 which has not been replaced for a year - but promised many times And you certainly want to review the Heritage Twin Creeks dismal investigation record with the State of Texas: a real "eye-opener"!