Mosaic Management Inc

Moved two family members here within the last year. There are some great individuals that work here, but the overall system is dysfunctional. Knowing what I know now, I would not have placed my loved ones here. We trusted the care team to provide medication. After a physician asked to see the log of medications - related to an emergency surgery - I discovered that medication was regularly not administered and that their logs were incomplete. They administered medication that was not logged. This is based on hours of research, including copies of their logs. The ceiling recently caved in due to water damage. The lobby feels like a hazmat area with plastic sheeting creating tunnels for movement between the front door and the living areas. The service in the dining hall isn't great. I've witnessed bitter waitresses complain about their work. One stated: "I can't believe I have to deal with this crap for $12 an hour." It's pretty clear that the staff is overwhelmed. They are working in a tough environment with a lot of demands on their time. This means that getting meaningful, timely assistance is difficult. We have paid thousands of dollars for 3rd party care-giving because we do not trust the reliability of the in-house team. I hope this all changes for the better soon, but there have been at least two different Directors, the sales person that we worked with has quit and many of the caregivers state they are in the process of quitting.

This facility was once beautiful because it was full of life and bustling activity. In the last 6 months it was sold to a company that owns multiple facilities and is located out of state. The decline has been rapid. The previous review was right. It is simply a shell with nothing left of what it used to be. We have a family member there and have for a long time. It was an awesome place in the past--the owner's personal touch was in everything. Now there is nothing left. It is a sad, depressing place. The coffee machine is often empty, there's never snacks out for residents, there's no coordinated activity. It's just depressing.

Very beautiful place, just too bad nothing that I have been told has been done. No outings. I went the other night around 9:30 there was only one nurse, and I could not find her because she was in one of the rooms with a patient. There was a man wandering the halls and another person sleeping in a dining room chair. very disappointed in the place. I am considering looking into a new residence for my mother.

Unfortunately, my family friends are struggling with the care that is being provided at The Pavilion. Many times we have visited and the meals appear as though they are serving middle school students. Some of the residents looked as though their hair was not washed or combed. My friends mother was always slumped on the couch in front of a TV. Activities are next to nothing. They are either sitting alone or wandering aimlessly around. Again, the activities that I did see only are appropriate for someone who is physically able. What about those who aren't? No one is sitting, talking or singing with them. The care staff are very sweet and friendly. They try so hard, but sadly they are always understaffed. My best friend is looking into another facility. I have supported her through lost laundry and bedding, damaged clothing, missing items and her mother's room not being cleaned properly. Pavilion falls short. Don't be fooled.

When we first arrived at Hilltop Springs Memory Care my mom's medication were not administered correctly such as wrong medications at wrong times. This went on for many weeks in which I was there everyday for weeks to make sure my mom was getting the right medications. They are completely understaffed, the staff has minimal to zero training, the staff is overworked due to the shortage of staffing (I have witnessed a staff member sleeping on the couch). My mom was never supposed to be alone due to her dementia and was always alone and has fallen many times until she fell and broke her hip. The staff as well as managers would call me constantly at my work to help her my mom's anxiety to calm her down with me talking with her instead of them doing their job. The lack of communication between families and staff members is very unsafe and residents are consistently unsupervised creating an extremely unsafe environment! When visiting my mom I found her in bed sleeping in her own urine/feces

I had to give a star rating to write a review that is the only reason I gave 1 star. Hilltop Springs Memory Care is the worst!! They are completely understaffed, the staff has minimal to zero training, the staff is overworked due to the shortage of staffing (I have witnessed a staff member sleeping on the couch). The lack of communication between families and staff members is repulsive and residents or consistently unsupervised creating an extremely unsafe environment! The result of Hilltop Springs incompetency has forced myself and family to deal with my moms premature death.

Subpar food, activities, and staff. My basic needs weren't met. Staff is stressed out and nobody seems happy. I had waited a long time to move in and was estatic. I hope they get better people to work there that care about us.

Before the new ownership ([removed]) in 2023, this was a great community. Unfortunately things have gone severely downhill this year. The new leadership is incompetent and often absent. Staff is treated extremely poorly which trickles down to residents. Please do not send your loved ones here, the wheels are falling off the bus.

I was very unhappy with the facility. It was the first assisted living I'd ever sent my parents to, and they were disorganized, dirty, and very understaffed. Management was absent, billing was a nightmare, and I had to pay a private caregiver to help my parents, because there were not enough staff to provide appropriate care. I found dead ants and trash in resident rooms that were not removed for weeks. Clean laundry was left in bags on the floor, even though my parents could not fold it. Simple requests (like a billing invoice) took months to complete and were still incorrect. I found other facilities that were less expensive but provided much more care. I would never recommend this facility to anyone. I had to move my parents out to a different place after five months.

A family member has lived there for a few years and they are ignored. Ask for help - Help does not come. Food is better now but was not good in the past. Washing machines and dryers stink and don’t work good.

I had to move my husband a month after he arrived. The care and attention he got was horrible. They took him to the emergency room twice and while I was visiting, there was no caregiver several times in the common area where several clients were seated. I reported the facility to the Oregon Dept. and would not recommend that facility.

Employees in and out, stinks like urine. Poor care no doctors in this building . Moving my grandma soon as we are looking now. Do not bring your loved one here

Not a good place , it’s not all that it’s cracked up to be. Always smell urine , over priced and lack of healthcare. Short staffed and my neighbor was sick several times in one month . No doctor comes in so she stayed in bed sick in her room

My deceased mother lived only a few short months at Surprise Memory Care.

I am hesitant to write this review because I rarely do bad reviews but in this case it is warranted. My mother is currently staying at Chandler Memory Care and they taking very good care of her. [Name removed] and the other nurses are just wonderful. The problem is with the bookkeeping and how they have overcharged my 86 year old dad. We were told by [name removed] that we would pay a private room rate of $1835 per month above what Mercycare is paying for the room. My dad wrote a check for $4751 for the first partial month and the month of February. When we received the first statement, around the middle of February it showed that our next payment due in March would be $3660. That's almost double what we were quoted. My Husband contacted their "bookkeeper" [name removed] who said that the statement was confusing and she would get with their accounting group to fix the problem. This was the middle of February. On the first week of March they withdrew $3660 from my dad's account. He made the mistake of setting up direct with draw. BIG MISTAKE!!! My husband contacted [name removed] and she said that she was sorry. At this point they had overcharged my dad $3661. She said that she was still working with the accounting department. She assured my husband that they would not charge dad's account again until they had worked everything out. They didn't charge dad's account in April but they did withdraw $7345 on the first week of May. They now have overcharged dad $7335. My husband contacted [name removed] the manager. She seemed very concerned. She blamed the mistake on [name removed] who was new and [name removed] who apparently did not quote us the correct rate. She said she understood our frustration and we would pay the quoted rate of $1835 going forward and she would get the money back to dad and would resolve the issue by Friday [date removed]. [Date removed] [name removed] could not get figures from accounting. She would resolve by Monday. No phone call from [name removed] on Monday. My husband called on Tuesday and [name removed] was out sick. On Wednesday my husband went to Chandler Memory Care. [Name removed] was there and apologized that accounting still had not gotten back with her. My husband asked to sit down with [name removed] and work out the charges.. [Name removed] agreed and together they determined that Chandler Memory Care owed dad $7335. She needed to get approval from [name removed]. On Thursday (today) [name removed] would not take my husband's call. [Name removed] told my husband that [name removed] instructed [name removed] to get with accounting and work the charges out. When my husband asked [name removed] how long that would take she said she had no idea. I am worried that they have no attention of correcting this will just ask my mom to leave and keep my dad's money.

Not a good choice, we are looking to move my grandma out right away. No care employees are there and gone so fast . No medical care . We were told there were Doctors . There aren’t any. Grandma is more since being there

Never enough medical staff. Hated this place moved my dad out in two months . His oxygen wasn’t encouraged when he needed it. Meds weren’t called in always waiting on a Doctor . Don’t waste your money

While the facilities look beautiful, very clean and safe. I can tell you that looks are deceiving.

We placed our mom in Willamette Springs when it first opened. Since then, there have been multiple changes in management and staff, all for a reason. Communication, the key to any care facility is beyond horrible. If we needed to have our mom at the facility so we could pick her up for an appointment, she would be on a bus, no matter how many times we called to have them hold her there. The biggest problem has been with medical care. MANY changes in staff. Through each change we have been told that they dropped the ball because they have a new nurse, again and again and again. Each nurse has been worse than the last. Hospice finally took over even though if was iffy whether or not she qualified yet. They said the management was so bad through all of the changes that they started her on hospice just so she had some consistent care. They ended up having to take her off, and now we are going through hell again. They don't call us for days when there is a medical issue, and then call on Friday night and tell us to take her to the emergency room. It is a tortuous experience for her. They refuse to even put neosporin and a band-aid on a wound, and then want us to take her to the emergency room when it gets infected. I consider the care she is getting right now elder abuse.

Maybe you aren't aware......but from my apartment, I have observed a few of your employees, on several occasions, smoking marijuana in their vehicles. Looks terrible. Makes me strongly question what care is like on the inside.