Brookdale

Fancy looking facility, service is lacking, high turnover in admin and supervisory staff results in poor service. Aides occasionally engage in unprofessional and even bullying behavior. When contacting upper staff for issues there is a lot of sweet talking with few results. We have paid out of pocket for transportation that was prearranged and should have been included. Too much money for less than advertised services.

The dining has been good and there seems to be a lot to do. Dissatisfied in their onboarding process or lack there of and availability of staff when problems arise. We were told there was a building ambassador to help residents get acclimated but she wasn't very helpful or friendly. The weekly shopping trips are often full for weeks at a time. I told management and no one has returned my phone call. They are super responsive prior to signing a lease but once you're a resident they don't seem to work very hard to make sure residents are adjusted and cared for.

Lack of empathy with admin, lag of service set up, only one nurse was knowledgeable.

They started at a 4.5 a year ago though but declined quickly over the last 3 months. Forced OT pushed most of the regular staff out that we knew in the beginning

First I want to say that the tour we had with [name removed] was top notch, [name removed] really showed empathy, truly listen, she connects with other right off the bat, and she truly has a passion on helping seniors and families. We would have moved our loved one in immediately if we didn't, see what we saw during the tour and this was the deal breaker with my family. The community is nice but it is a very outdated community, stained carpets in common area and throughout the community, Dirty couches, walls in elevator area needs to be painted. Floors have paint specs, base boards are dirty, laundry room is very outdated. This is something that can be fixed if they would take the time and put a little more care and attention into the cosmetics of the buildings. With the cost we would have to pay a month we would expect it to be a little more cleaner. If the community was in better shape we would not have an issue at all moving our loved on in right then.

The clinical staff turned over in January. Since then, things have not been as good. The staff is wonderful, but their morale is very low. There seems to be a lot of turnover, and they end up doing multiple double shifts because they care about the residents. My dad overpaid, and we've been waiting months for a refund. I think there are lots of good people there, but ultimately it was not a good place for my mother.

Staff overworked, undertrained, underpaid and overrated. Very few activities and zero fun. Cook does as best she can with what she has. Average food at best. Schedules are not kept or consistent. Poorly run facility.

I had a conversation with someone awhile ago about the overall experience. I thought they put us together with promises and many things that never happened. We had to move Mom soon after we where there. It was very unpleasant for us all. We had to call ombudsman for some help. Never got down payment back and the price was immediately changed. Enough said here about them. I'm sure u have heard others complain. The experience was painful for sure.

Dad had two incidences where he hit or punched someone and they immediately upped what he had to pay . They did not want him there. He had dementia of course. And they did not know how to handle his situation. They sent him to the hospital 3 nights in a row because he was waking up in the night and taking things out of the drawers etc. and they they tried to stop him with force, that he didn't understand. So he fought back. Again, he has dementia. They were not equipped with the knowledge they needed to take care of the not-perfect man with dementia.

Brookdale Emerson was not a good fit for mom. Friendliness of most staff seemed forced and not genuine. Activities - Seemed to be designed to put on their Facebook page. The apartment mom had was a studio and it was very nice.. The size was perfect for her. We were able to decorate it with her own furniture and treasured photos. The chef was very good and took pride in his cooking. He met with the residents and asked them for their feedback and preferences. The wait staff was caring and attentive. The healthcare was lacking!! The resident /assistant ratio was not adequate. Although it was an assisted living facility, we expected better care. Mom ended up falling several times. The last time she fractured her wrist. She was unable to get help. She called me and I had to call the director to get her help. There was no answer at the facility.

Shortage of staff, A/C issues and poor food quality. But they are starting renovations soon and rebuilding staff. We have decided to move our mother out anyway.

At Brookdale the food was awful. A few of the med techs talked down to my mom and made her upset. They charged us for extra assistance with care and my mom didn't receive it, The head med tech said she never received a care plan for my mom. So when she pushed her call button for bathroom assistance they never came to help. They didn't help her get dressed or undressed until I complained to them about it. Her wheelchair was delivered but no one knew who the wheelchair was for. It took me a while to figure out it was her wheelchair. A large number of residents have severe neurological/psychological issues (I watched a guy punch another guy in the face three times). This place should be considered a nursing home facility, not assisted living. Also, Residents urinated on the furniture and in the hallways periodically. As soon as my mom's doctor said she was fully weight-bearing on her leg I brought her home.

Some of the staff were friendly, others were not. Their idea of assisted living wasn't particularly assisted. The food was not good. Everything was poor quality, canned vegetables, processed foods. For over four thousand dollars a month it was not worth it. I ended up moving my mom into my house where she is doing MUCH better.

You need to make sure your loved one is getting proper care. They are hiring new leadership and now have a nursing coordinator so some items are improving but they need to set better expectations for care and train staff and hold them accountable.

We were delighted with the grounds when we toured the place, but made the mistake of not going to one of the meals. The food was appalling, the activities were non-existent, and it felt like a ship with no captain. In the dining room, on two occasions residents actually said no, my mother couldn't sit with them when I asked, citing rules or saving a spot for someone regular. After two months, we were eager to move her out, as she couldn't bear the bad food. Luckily we found another place where she has been very happy. Hopefully Brookdale Boulder Creek is cleaning up its act, but beware of those issues. Go check out [community removed] instead.

I am shocked to pay $[removed] a month and to have a room big enough for a twin bed and a chair, to find our loved one in dirty clothes, hair not brushed teeth not brushed, poo under our loved one's nails..... and items constantly missing. It's heart breaking. But I have been told that even in the higher priced care facilities, that it's not any better. So I continue to go over at different times of the day for at least 4 days a week. We have a friend come in to make sure our loved one is clean and engaged.

Don't be fooled by the beauty. Beautiful area. Upper management says one thing and does another. They give everyone a different price and they raise rent from six to twelve percent. Absolutely ridiculous. Renter beware, They also have a black mold problem.

Frankly, I was extremely disappointed. My father wasn't even there a year. They "lost" his wheelchair, threw away a bunch of his belongings due to soiling, yet didn't tell me when it would happen so I could replace them. His room was often smeared with feces AND I had to throw away his dresser because 2 drawers were full of maggots. I ended up getting hospice involved because I did not trust the care he was receiving from the facility. I do NOT recommend Brookdale to anyone. The one positive comment I have is that [name removed], the ED, has a good heart and wants to have a good facility. I believe he has his hands full.

We were there at a time when they lacked a facility director. As a result staff had no leader, distribution of prescriptions was incoherent, food service was inconsistent. We visited this facility a few weeks ago to visit a resident who recently left [community removed] and upon entering the facility experienced a different facility. Would strongly suggest that anybody looking at Brookdale so research and visit the facility at different times of the day.

In summary, while Brookdale’s facility and community appeared beautiful and ideal for my mother, the last-minute change regarding required equipment—after weeks of reassurance—caused significant distress during an already delicate time. I was truly disappointed by the experience, especially given how close we were to finalizing the transition.