Charter Senior Living

Horrible experience do not put a family member here also still billing my mom when she moved out in March.... [Name removed] the director does not respond to emails either.

I’ve met the owners and they seem to be the most fake people I’ve ever met! Members of management don’t seem friendly or like they know what they’re doing either. I did not get a good feeling going in there. Will not be moving my loved one there!!

My mom lived there for 2 weeks before she fell and broke her tailbone and pelvis. I do believe she had two fails, only one was witnessed by them. I went to visit on Sunday at 10:30 a.m. she was lying in bed, had her pants around her ankles and was screaming in pain. When I went to find the person in charge she was doing dishes., I asked if she had contacted the nurse about this pain and she said NO, not only did she NOT contact the nurse in charge, she didn't call her doctor nor did she call me! I also found a pill on her floor (nursing 101 make sure your patient swallows their pill)., as well as feces all over the toilet in her room. Not sure how it would have went, had my mom not fallen. This was in [date removed], my beautiful mom passed away [date removed]. She was taken from there and admitted to the hospital.

So very disappointed in moms stay here. The biggest mistake we have made for her. Other than an activities director I can honestly say the staff did not take good care of mom at all. She had too much time with nothing to do. Activites canceled for various staffing reasons. Too much nothing time . Mom fell often. Slept with nothing to do on her couch mid day and slipped off to the coffee table. Had too many meals left on her coffee table as escorting her down the the hall to meals was too difficult for them to bother. Think twice , this place has good salespersonal. Beware!!

Stay away!!! Save your parent and your money! We had Mom here for a year, giving them chance after chance. They always had an excuse that they were going through changes to make it better. There was always new staff! Mom was always getting her medicine at the wrong time and sometimes not at all! So where did those extra narcotics go? There wasn't any left when we moved her out! They were trying to force us to move Mom into the Willows side of the place which is $1600.00 more per month. The workers that spent time with her daily said she wasn't ready to go into Willows. But they moved her and her bed into Willows without even talking to any of the family members because she thought her sister was coming to see her and she was standing inside the building but by the front door with her suitcase. She complied when they told her to go back to her apartment!We had to get a lawyer to get her moved back into her apartment! This was the LAST straw!!! Don't put your parent through this! Disappointed in a facility that would do this to the elderly!

My family member recently moved into this facility. A lot of promises were made on the front end prior to the move. She has a Rx for a very special medication that is critical to her health, that has to be delivered by Fed Ex each month & signed for. Director of Nursing, [name removed] was aware of this from day one. The Pharmacy that sends this Rx contacted me, as they do each month to verify delivery. I did not have the address with me, as I was driving, but gave them [name removed], DON, phone number to verify address. I called [name removed],DON, & informed him of the upcoming delivery & need of the physical address at same number I gave the pharmacy. He was fine it. Found out this week, almost a week & a half later, that she had run out of her Rx, with a call by the nurse on duty, who called me. She was worried about her since my sister's symptoms were reappearing. Tues. morning I called [name removed], DON, phone number & received a text saying, "Can't talk, will call back shortly". I called [name removed], Executive Director, voice mail. I called [name removed] from Corp, voice mail. None of these people have yet to return my call. Not the first time that voice mail has gone unanswered. I finally called the pharmacy that sends Rx. They had records of #2 different calls to [name removed], DON & leaving voice mails. He did NOT return calls, so Rx was not sent. I had to provide address info & delivery instructions. I finally had another number for Charter, the number their nurse had called from the previous night. I called & spoke to the nurse & told her of the situation & that I could NOT reach [name removed],DON. She handed the phone to him & I told him that evidently we had a communication problem. I told him about our previous conversation about her RX, the #2 phone calls/voice mails from the pharmacy, and the voice mail that morning. He denied ever receiving any voice mails & that morning another nurse had his phone & didn't tell him about the voice mail. He didn't appear to know anything about the Rx and being out of it. Impression is it wasn't his problem or responsibility. I'm not sure of what the Director of Nursing should be responsible for? Why is it that no one answers any of their phones or voice mails? Hopefully her Rx gets delivered today and given to her.

My firsthand experience spans almost 5 years. When my mom was initially placed here it was Arden Courts, which was a very good owner, within a two year period, overnight, the facility was no longer Arden Courts and became Citadel Estates of Hazel Crest. There was no announcement that the business had changed hands, or any information provided about the new owners. There have been four different executive directors in less than five years. At any juncture, there was no communication or introduction of a new executive director. On Monday the old director, on Tuesday, a new director. Since [date removed] the place under the management of Citadel is turning into a real dump. Cleanliness has dropped an alarming rate. The employee turnover rate is 150%, don't bother trying to remember names. And, the facility is understaffed. I must say that the caregivers most of the time were exceptional. My experience concerns management and the nursing staff, which was always unapproachable and unresponsive. You pay more than what you get. The quality of the meals diminished to tolerable. Overall, while my mother was a resident, I spent a lot of time with her to make sure she was not neglected or abused. I would not recommend this facility for anyone. Don't believe 24 hour nursing service that is a lie, lie, lie. One may consider why I did not remove her...because, I have no faith in any of these facilities and was unable to care for her due to my own chronic health issues. I did care for her for 5 years before placement.

Watch out! The agreement Homewood Village - Brookdale made with my family when we brought my mom here was a signed addendum. Now that my mom is sick and in hospice, they ignore the agreement and add to our grief with thousands of dollars in extra charges. What a slippery sales tactic. How can this be a caring facility when they treat people this way.

THIS place looks good on the outside, The only thing I can say good about this place is that they do activities there. They DO NOT ASSIST RESIDENT WITH ADL'S even if you pay the extra for them to do so. It says when you rent they put residents laundry away, but they do not. My mother's laundry is just dumped in a basket in her room, when it is put away, it is not hung up or put is proper the proper place, it is dumped in a closet on a shelf. They are supposed to assist my mother with bathing, twice a week, but they do not help her MOST of the time. I have called ahead of time and asked if my mother would be clean and dry before I take her to appointments, and she rarely is ready and is usually wet and I have to change her myself before we leave. Even more horrible is for months they told me to my face is that someone was cutting her toenails. The nurse would say to me, "Peggy's toenails were done today." when I took my mother for surgury, The nurse called me back when my mother was undressed. She pointed out my mother's horribly long nails, and said, "That is why I take care of my mom at home." her nails were so long they were curling backwards towards her feet. also, if she were getting help in the shower, would not someone notice and report that her nails were horribly long??

Staff turnover is high & residents do not receive the help they need in a timely manner. If help is needed in the evening, it is sometimes nonexistent. Quality of care has decreased in the last year.

When my dad first started living here I thought wow what wonderful place. Too many unexplained falls, had to be transferred to Nashville, OMG my dad looked like he had been abused. Moved him close to me, find out he had a broken hip. After surgery was told hip had been broken for over a month. Thank you Walking Horse for your CARE!

PLEASE TAKE THIS REVIEW TO HEART. New management took over The Fountains of Troy. The facility is now called Morningside Assisted Living, and it does not measure up to the standards or quality of The Fountains. My grandmother has lived there since August of 2013. At The Fountains, Grandma was very satisfied, as were my family and I. Since the change of hands the facility has gone downhill substantially. They are often understaffed because employees are abruptly quitting their position. Thus, when calling for assistance response times are too slow. They have a very poor, skeleton housekeeping staff. Multiple CNAs openly volunteered that their housekeeper "does terrible work." I was given the impression the facility has just one housekeeping employee. The carpet in Grandma's apartment and the common hallways is filthy with numerous, largely visible stains. As of this past Saturday, it was blatantly obvious that the tile floor in Grandma's bathroom and kitchen had not been mopped since she returned home a week earlier from a rehabilitation facility. After asking two different times to have the floors cleaned they remained dirty; the bathroom floor to the point of being unsanitary. I had to clean the bathroom floor on my hands and knees with wipes. I was told Grandma's apartment was scheduled to be cleaned Tuesday, but that did not occur. If Grandma gets feces on the toilet seat, the CNAs do not clean it off. The laundry room floor was horribly dirty, and the agitators in the washing machines were disgusting with grim. Worst of all, when I arrived to visit Grandma Saturday afternoon, her pants were wet with urine, front and back, up to her waist. She was also sitting in feces, apparently for quite some time and more often than that one instance because her tiny bottom was painful and fire red with rawness. She said she had been calling for help for a long time. During the four days I stayed with Grandma, every CNA who assisted me with her care was new, having worked there one month or less. They were yet to be provided their name badge and uniforms, and they knew very little about the facility's procedures. They didn't even know where to find a mop. All of the CNAs were kind, helpful, and quite encouraging of my presence, but there are obviously internal issues causing personnel to frequently leave their employment. That is never a good sign. The kitchen and evening staff are also helpful and kind. However, due to their demeanor, I feel a couple workers should probably be employed elsewhere. Although, everyone has bad days so I tried to dismiss those individuals' shortcomings and did not have an opportunity to interact with them on further occasions. A kitchen worker who "drove" Grandma to the dining room in her wheelchair Saturday morning ran Grandma's arm into her apartment doorjamb causing a nasty, painful wound. One CNA completely misread circumstances she witnessed and reported, which, coupled with my hateful mother's say so and belief of the far-fetched story, resulted in management calling the police and having me removed and banned from the premises. Now, in the best interests of my Grandma, I am forced to fight my mother and Morningside to regain access to the facility so I can continue giving my beloved Grandmother the additional, proper care and attention she wants and deserves at the end stages of her life. My suggestion to anyone reading this review— look elsewhere for your loved one's place to live.

Here your loved one will be given 3 meals a day, medications, and a weekly shower, if your lucky they might do a bit of laundry. One of the nurses is very rude and snotty. Did not have my family member here more than a year thankfully.

We had such high hopes for this place for my MIL. Their "sales pitch" is excellent, but it is not true. My MIL has been a resident there for less than a month and it's been nothing but problems. She is ignored by the night CNA's they will come to her room, say they'll be right back and never return. Recently she had a bad case of diarrhea that went on for days. When my MIL called for help, the CNA came in the room, opened a window, sprayed some air freshener and left ... Leaving my MIL to sit in her soiled bed for hours! Within a few days of that, we were called my the nurse saying my MIL was being uncooperative and refused to get out of bed. 911 was called. She is now in the hospital with a fever of 103.9, dehydrated, and has been diagnosed with C diff!! We are seriously considering other options.

Sucks.sucks.sucks. management is always on vacation. The staff is unorganized. Mom is not pleased with food. We will be moving her soon as possible

[Removed]. Opportunists that capitalize on families when they are vulnerable. Administration puts on a great act that they care when they are trying to sell you on the place, but as soon as they have your money the "caring" is over. Pathetic administration.

I am not pleased at all with how things had went for my dad while he was in there care. The staff was very unprofessional with how they handled things in all matters and am very upset with this company. I would rate them the lowest score I could possible give them and would not recommend them to anyone. I also do not appreciate that after all the complaints I had put into management I did not receive not one call back.

This place is terrible! There's mold every where ceiling is falling in! If that's not enough there's cockroaches every where! Very nasty and trashy.The lady that gave us a tour was rude and very unprofessional!! The owners should be ashamed to call this place a business!! Please do not put any loved ones in here!! "This place definitely needs to be shut down"

First of all, I hate when people take a tour and then comment as if they know anything more than what they were told by a sales person. Unless you've had a family member here, then don't review. This place was Emeritus that was bought from Brookdale. As far as I know, no one made any administrative changes which means it is still a nightmare. My mother escaped her first night there and after that it was downhill. The head nurse was so bad, she basically said it was no big deal that they attempted to give my mom a colon prep, despite the colonoscopy was cancelled. The director disappeared and for days no one knew who was in charge. Someone new and even worse showed up. There was a laundry fire from too much built up lint. They didn't tell the families that they moved the Dementia patients to the NONE secure front unit until the damage was fixed. When I tried to complain, i was sent to an OUTSOURCED complaints center. Don't fall for tours. Go in on weekends when their worst staff is there. Try the food in the dementia unit, not what the tour shows you. See how many immobile people are FED during dinner. BEWARE of these giant chains, they cut corners to save money.

My dad lived at Citadel of Hazel Crest for 3 months and concerns began less than a week later; from an aggressive dog, uncleanliness of facility and dad, and improper behavior of caregivers, the final incident is when the director of the facility, English [Removed], stated, "I condone their behavior and sometimes I may forget I'm at work." This led me to immediately remove my dad out of this facility. Citadel's corporate office have yet to respond. Nevertheless, the design of the facility is great for its residence but this facility needs to under go new management and management above the facility's director needs to be more accessible.