Brookdale

Brookdale will bill you for anything your loved one signs up for. It won't matter that you didn't sign for anything or even that you weren't present when your loved one signed up and have no idea what they signed up for. Brookdale will harass and bully you and then send your loved one's bills to collection in your name. If your parent or grandparent is thinking about moving into Brookdale talk them out of it!

This place USED to be good but now it’s pretty bad. I have a family member in this facility, the staff used to be good but now it’s full of rude employees, there’s only a select few who are actually there to help people and are kind. They enable their horrible/rude staff that they’ve gotten multiple complaints from multiple people. They don’t care about their residents being mistreated. The food is HORRIBLE! & they give them only a tiny bit. Residents have to beg for showers because they won’t do it like they claim. The halls smell AWFUL!!! Smells so horribly like pee it’s a shame because the people who stay there have to live in that and smell it constantly. If they press their call button it takes an hour for them to come.. I have seen residents left in the dining room while no workers were around to take them back to their rooms. we were told there would always be a nurse on duty but I NEVER see a nurse. I often come during the evening and have almost NEVER seen a nurse there.

Unhappy that they did not honor the price quote given in writing on our first visit. They said it would be honored until the end of the month, then at signing, it was [removed] per month more. Their sales rep was friendly and pleasant but made several offers that she did not follow through. Unhappy with the care of my sister. They took her to the doctor, who gave ointment for rash on her bottom. 10 days later I arrived to find the medication on her table, the box still sealed. They changed her but didn't apply. Extremely upset when they sent her to the hospital by ambulance one evening at 7 pm. They did not attempt to contact me. At 1130 pm a surgeon at the hospital phoned me. By then my sister was incoherent. I didn't get to say goodbye because Brookdale didn't tell me she was in the hospital. She died the next afternoon and 24 hours later I went to Brookdale and they were shocked to hear that she had died. No one from Brookdale had contacted the hospital to check on her.

Brookdale’s priorities are messed up! They used to care about the people living there, now they care more about money and filling the rooms with a staff that could care less. They have certainly changed over the past 3 years!

I would not recommend this facility to anyone. Ever. We picked this community because of the location.

I recently toured Brookdale San Ramon and was extremely disappointed. The administrator seemed rushed and gave vague answers when I asked about care services. The facility was unkempt, with unpleasant smells in the hallways and cobwebs everywhere. It felt like no one cared about creating a comfortable environment for seniors. Overall, it was a waste of time, and I wouldn’t recommend this place to anyone.

This place promised us everything, but they were lying to our faces. Everything would be covered, they said. It turns out everything costs extra. They have not taken care of my grandparents. My mother brought them here so she wouldn't have to work hard for them, but she's doing double the work she's had to do before, because these people do nothing, unless you pay extra. They hate that my grandfather uses a scooter to get around. They refuse to give them their daily pills that are already in the pill box unless you pay extra. They take my grandparents to the hospital even though it's unnecessary, and they don't let them come back from the hospital unless they are perfectly well. It's ridiculous. Do not send your relatives here.

Our family had a very horrible experience at Brookdale Redmond. The care was awful. I would NOT recommend them to others looking.

Families need to go elsewhere. Brookdale is spending money on making the place esthetically pleasing to draw people in but not fixing the actual problems. The old manager, [name removed], left after I moved out. Hopefully the new manager will get the budget under control and can fix the problems, but I doubt it at this point. Brookdale needs too much, and there is no money.

Would not recommend. They misrepresented care costs. Never notified of rent increase after 6 months, never explained ancillary costs, costs for food delivery, showering, physical therapy. It was a total misrepresentation. They are terribly understaffed. It is hard to get a employed caregiver. There is high turnover and poor quality of care.

Brookdale looks nice on the outside, but your loved one won't be taken care of! My Mom was just left in the bed all day with no bathroom or food helper except a diaper on! The only good thing was my Mom's nurse. Terrible place.

The place is dirty. The neighbor has a dog that gets outside the room and deficates on the hallway floor on a daily basis. The laundry facilities are dirty. People continually wash materials that disintegrate in the machine such as Tampex pads left in laundry and really old rags. These materials leave residue al over the clothes from the next person. The food is lousy. Fresh dishes consistantly have food residue and lipstick stains. To make matters worse, the social scene is dominated by strong cliques. It's like returning to junior high school. New resident orientation is essentially non-existent. After three weeks in, my mother has essentially been ignored.

Absolutely a disaster. No Staff to care for the residents. Staff on hand were untrained, uneducated and hand no time to care for the Residents. They were rude and physically rough. My Mother had the call the Sheriffs’ Dispatch to get a Deputy to respond to move her from a Chair she sat in for nine hours. This is completely unacceptable. I condemn [name removed], from sales that told so many lies about the facility. This company is completely Clueless and is only in for the profits. I will bash this company to everyone I know! Just terrible that you could be associated with such an organization! Good luck with Karma!

The sales woman at Brookdale didn't talk to the doctors and nurses who then treated mom like a leper and were not told of her condition and care needs. Hostile and judgmental, gossiping about mom almost openly. Tried to charge us [removed]k for services my mom did not receive. It took a long time to get the change off our record. It took a long time to get the change off our record. I am surprised people are not suing them for bait and switch.

My mother had issues with her roommate that they chose not to resolve, which led to continuous problems. She had things come up missing, among other things, they just didn't care. I would have never placed my mom there had I have known. Please check the report on their license, it will tell you everything you should know about this facility.

I left there back on [date removed]. They lie from the start. The room I was supposed to get. I didn't get it. They gave it to someone else. They gave me a room farest, one from the entrance and dining room. No one else wanted that room. The aids told me. Everything they promised was a lie. They told me I would walk three or four times a day. They didn't allow me to walk at all. They said I had to get doctors' permission. When the doctor came a month later. I ask him about walking. He said I didn't need his permission to walk. I have to use a walker to walk with or a wheelchair. I'm a person. I'm only 4 foot 4 inches. They broke my ankle in two places. Young man came got me for dinner. He decided I didn't need the leg rest on my wheelchair. When coming back, I told him to slow down. Then my foot caught the floor pulling my leg underneath the wheelchair braking my right ankle in two places. I flew out of the wheelchair. At first, they admitted it was their fault. Two weeks later, they changed their story and said it my fault. And my insurance will have to be paid for my ankle. Now, I file a lawsuit against them. Shortly after that. [name removed], the director, asked me if I would like to go to [community name removed] nursing home in Ithaca. I told them yes because they have good therapy. They took me right then with some clothes. This was on a Friday. I asked her what about my other stuff. She said they would bring it to me on Monday or Tuesday. I haven't seen it yet. Now she said she never said they would bring it to me. When I first got there. I was warned by other patients at my dinner table. How they lie to you. Also, they don't answer call lights. It takes about a half hour to an hour before they answer them I'm happy here at [community name removed]. The therapy is good. But the food terrible.

The price is way too high. And they raise it every few months. Many many residents moved out at the same time as my family members because the price was raised twice in a few months period and it is way to high for that particular place. The apartments are small and not fancy and nothing reflects the amount they want to charge. There are other places that cost less and are way newer and nicer and have more to offer. Also you do not get any assistance with anything unless you pay extra even for minimal assistance. I wouldn't recommend because it certainly is not worth anywhere near what the rates are. Most of the caretakers are great but the management is horrible.

The over all experience was not good. I believe the marketing person at the time lied about what was going on. When my dad first went there they were being served their coffee out of Styrofoam cups. This is these peoples homes. People don't normally drink out of Styrofoam cups. We were given some song and dance about it being the supply chain. That was a lie. It took forever to get regular glass cups. The rooms were a mess. I even brought in a mop and bucket to clean the bathroom floor my self. It was like a morgue in there. I don't think they had very many residents. It was just bad all the way around. But my dad hasn't been there for 2 years. Weird that I'm just now being asked about the experience.

The cost for my mother went up over $[removed] a month in two and a half years. She still gets around by herself with the use of her walker and takes care of herself. They make up things that your loved one needs. They don’t care about the residents, it’s all about how much money they can make from you before your loved one passes. It is a business first, care facility second. It is clean and some of the staff are nice but they will bleed you dry. It’s just awful

I can write a book on their dishonest, uncaring, and incompetent practices. Their brochure and staff said that Internet is included in the rent. In fact, [name removed], the rental agent, told us that the unit we rented "has the best Internet reception in the facility." When we got there, there was no Internet service. When we brought it to their attention, they said that Internet is for staff only, not residents. They had us digitally sign a contract on their computer without letting us look at what was on the contract. Since we were in a rush, we asked them for a copy of the contract before signing it, but they refused to provide one. We signed it telling them that we do not agree to conditions that we did not specifically discuss. After at least five requests to several people, they finally provided a copy, but they had changed the monthly rental rate to [fee removed] from the [fee removed] that we originally agreed to. It also showed outrageous conditions, such as a penalty of [fee removed] for paying rent even a day late. Had we know that, we would have found another place. One of their staff members stole [name removed] (the patient/resident) controlled medication. When we cornered the person who had it last, she said that she dropped it off to his room at 3pm. When I told her I was there at 3pm waiting for it, she changed the time to 6pm. When I told her I was still there at 6pm, she changed her story to 9pm. She then said she placed it on [name removed] desk and that "he must've thrown it out by accident." [name removed] was bedridden and unable to walk at that point. We never got an explanation or apology from the facility, everyone blaming someone else. That employee probably still works there. The toilet did not work properly. We reported it a couple of times, but three weeks later, no one had come to repair it. We finally had to call their corporate office to report it. When someone finally came, they used [name removed] paper towels and left a mess behind for us to clean. The emergency pull cord did not work (in his temporary room). [name removed] fell the first night, and ended up with a bruised hip. Nobody came to help. When they moved him to his permanent unit, I asked them to test the pull cord several times when I was there, but they never came. When I tried pulling it to test it on my own, nobody came to assist. When I went to the front desk to find out why, no one was there. They later told me that someone is always there, and when someone goes on break, the manager monitors it, so they do not know what happened. When I could not get a hold of [name removed] for several days, I got concerned and called the front desk to ask if they could do a wellness check. They said they do not do that kind of thing. When I asked if I could ask the kitchen staff if anyone has seen him, they transferred me to the kitchen, whose voice mail was full. Their voice mail was full for weeks, and the manager never answers the phone, so there was no way of getting a hold of anyone. [name removed] paid extra to have meals delivered to his room. During the first two days of his stay, not a single meal was delivered. When I found out and asked the staff about it, they said "someone must've forgotten." Although [name removed] was in the final stages of cancer and was not eating much, he said that on average, 3 - 4 meals a week were not being delivered each week. When I called the manager to report it, he dismissed it by saying, "it happens." It did continue to happen until the end. When they did bring meals, they brought them in multiple disposable Styrofoam containers per meal, which quickly created tons of trash. They said they could not bring meals on regular plates, so he used up lots of trash bags for all the excessive garbage. Once when he ran out of bags, housekeeping was nearby, so I explained the situation and asked if she could give me a bag to tie me over until I brought some next time. She coldly replied, "we don't give out bags." [name removed] was lactose intolerant. The staff was told this multiple times, and after a while, I even started writing it each time on the weekly menu to remind them, but several times they brought food that included lactose His patio/screen door was broken. We reported this multiple times, but it was never repaired during his stay. There was an entry card to a door that was close to [name removed] unit. I asked several times for an entry card, but none was ever provided, so I had to walk an extra long distance to go through the front entrance each time. After a while of living there, [name removed] ordered a package that was to be delivered by UPS. They told UPS that no one by that name exists, so they returned his package (even though it had his correct room number). [name removed] fell while I was there. I called for help to the front desk, but no one came. Then, 20 minutes later, the meal delivery man came to deliver food. I asked him if he could help me get [name removed] back up. He said, "No, I am not allowed to do that." and quickly walked away. They advertise transportation to doctor's appointments and such are included in the rent. Once we tried to get a ride to an appointment, and they told us they do not give rides anymore, since they did not have a driver.