Brookdale

Our family had an in person tour and it was horrible. The lady who gave our tour called us a few days later asking how everything when and we were brutally honest in saying it was horrible. The people were not friendly, it was not welcoming, it was very dark and fifthly. On the memory care unit they were eating lunch at the time, and it was something you have seen in a movie. The residents were sitting there in their wheel chairs with their heads tilted and the staff were off no the opposite side of the room socializing. No one was there helping them, it was not stimulating which was very upsetting to see.

They weren’t taking care of my loved one. They weren't feeding him. He was in such bad shape that he ended up in hospital. The hospital wouldn’t release him back there and recommended we place him in hospice. Brookdale Pointe West was short-staffed and just wasn't taking care of people. It was a horrible place, dirty, and didn’t give proper care. They would leave a resident alone for hours at a time. They didn’t keep my loved one clean, and I had to tell them when to change his diaper. His room smelled. They continued to bill me for two months after he had moved out. I would not recommend them to my dog. When I first put him in there, they were great. After the first year, they changed directors, and things went downhill a little bit. Then they changed directors again, and it really went downhill. It was never the same again.

I'm not sure how Trillium treats their residents inside, but I know how they treat their on-site pond and the wildlife that makes their home at the pond.... DEVASTATINGLY poor. Another duck dead on the shore today after it's been eating in the pond's trash corner for a week. I've done my best to clean up Trillium's pond, voiced multiple concerns to Trillium's corporate office and local managers, & Trillium has done nothing to maintain their pond and refuses to hire professionals to clean it. It's not a nice sight to see for the residents and even worse when you get up close. While trying to pickup trash, the scent of death and decay was gut-wrenchiing. Plastic bags, styrofoam, & more were lining the water & under the water. We saw 3 dead baby ducks floating in the trash this day. When I spoke to the on-site manager, her concerns were about looks and she wanted the wildlife gone. This place doesn't care about the community, environment or animals. Please take your elder elsewhere.

We toured during Covid shutdowns, so we didn’t really get to go inside. I was not impressed with how they handled that at all. They placed a couple chairs out in the parking lot to talk to us. The whole thing was done sitting out in the parking lot. If that was all it was going to be, they should have had virtual tours instead.

I found out they are charging us money that they should not be and it has not been taken care of even when brought to their attention. I feel like we were scammed since they did not tell us any of these charges up front. Our loved one likes it here and it is a good place overall, but due to these issues we are looking for another facility. I would not recommend to others looking.

When it came time to place our folks under someone else's care, we were concerned about the overall attention, love and support they would receive day in and day out. After checking out several facilities finally found Brookdale of New Braunfels. From the moment we walked in the front door we knew this was the place for them. The leadership, care-givers, staff and fellow residents all welcomed our folks with open arms and helped them to adjust to their new surroundings. The ready-made meals, cleaning of their rooms, indoor activities and weekly van trips to keep them connected to the outside world all have made their stay here most comfortable and enjoyable. The staff is extremely responsive to family concerns and they constantly keep us apprised of our folks' overall welfare (which was especially critical during this COVID pandemic). We felt they were as safe as they could possibly be. This is the type of place we would choose for ourselves when that time comes.

Bottom line: not happy here The disappointing: Inconsistently deliver agreed upon services including bedding changes, showers, clothing changes, and laundry. Staff say that they are “too busy” to help. High turnover among staff. Dining service is slow- again due to understaffing. Residents sometimes wait >30 minutes in the dining room to be served. Sometimes the Executive Director I helps out serving food. Activities are also inconsistent - some days are pretty sparsely planned, while other days are enriching. Food is pretty good.

After my tour at Brookdale Hixson, I thought it was terrible, just old and depressing. I didn’t see any of the residents moving about. I wouldn’t want to be in there.

No patios or balconies with unit.

Losing all contact with my mother on [date removed] after necesary complaints through the help of my mother's professional guardian [name removed], and her attorney [name removed].This past week I had to report bed bugs. AHCA was there about past complaints and witnesseed the bed bugs. There have been untreated infections leading to loss of left eyeball, infected toe I had to report for over 3 weeks, laundry not done,, dirty room,, mother not being properly bathed, assigned to wrong room so investigation teams miss my mother. Kurt Greenlow said all complaints unfounded and because my mother has a state guardian no agencies will assist. Instead of any agency helping I am bring silenced being my mother's only voice and the only person she sees on a regular basis. This retaliation is to save Brookdale, [name removed] and her guardian [name removed] money in defending against my complaints. Multiple pictures available.

MY HUSBAND WAS THERE DAYS, WHEN HE GOT OUT HE WAS 50 TIMES WORSE THAN WHEN HE FIRST GOT THERE. LEFT ON POT HOUR A HOUR, MANY TIMES. THIS PLACE SHOULD BE SHUT DOWN. A FEW DAYS AFTER I GOT HIM OUT HE WENT SEPSIS HE WAS NOT BREATHING , THIS IS A MAN THAT HAS NEVER BEEN SICK VERY STONG A HEALTHY. NEVER NEVER SEND A LOVED ONE THERE. IT IS ALL ABOUT MONEY... ONE OF THE NURSING STAFF TOLD MY HUSBAND THEY WOULD KEEP HIM THERE UNTIL THE INSURANCE RAN OUT. PLACE DO NOT EVER SEND A LOVE ONE HERE.

Not impressed with this facility and was not worth the money they are asking for...

I actually knew the marketing director from 30 years ago. She was understanding of me, and went out of her way to answer my questionsas honestly as she could. Based on the fact that we knew one another, she might have answered with more honesty than others would get on their tours. As soon as we came to move in, she grabbed the check out of my hand and said, "This is my business." Meaning, this is what I do. But Brookdale was not run as a business. It was haphazard and chaotic. On the outside from what the public would see, it was okay but not top notch. My loved one's room was not ready when we came to move in. There were no towels the first night she was there. She found rags that were used to clean dust/dirt off the floor/walls in the drawers. It was not good for respite care. In fact, the bed they gave her was roughly at my waist/hip high, so as 5'3" woman she could not get on the bed. So I had to pull the foundation out so she could get up on the bed, and also so she would not fall off and die in the night. They were supposed to take her medicine from her when she arrived so they could administer it for her. They did not take it from her, so they therefore were not able to administer it to her. The first day they were to provide food, they did not provide what she asked for. She was supposed to be on 3-day quarantine, which ended up being 5 days. They let her out on the 4th day, and had to add an extra day because they let her out early. She has a senior medical pet - an electronic dog basically, which has a heartbeat, makes noises, and is there for her comfort. She wanted to take it for a walk, and the staff member said it doesn't need to go for walks - it's not real. On her last day - we took her out early - they did not give her her medicine that morning. At that point I said "Give me my loved one - I'm moving her out of here." In the middle of her stay, she told me she was out of toilet paper. I told her to ask them for some, but she said she knew they wouldn't give it to her. So I called, and they told me they didn't supply toilet paper. So I had to come back 15 minutes after just bringing her groceries. Later on the administration said toilet paper was provided, yet I had been providing it the whole time. Anybody who considers Brookdale shouldn't until they're under new management again, because every facet of their business is trash. At no point did I get an apology. The marketing director said she was frustrated but did not give an apology. The executive director said "That's not what we are." But that's exactly what they are. And he did not apologize either. He offered nothing, and I had to ask for a refund. He did not respond to that phone call asking for a refund, but later on I received a refund for the rest of the 12 days we did not stay there.

Main reason we want to move is for the old - never saw the dining room! All that was said was how wrong everything was.

This facility was a disgrace. It was dirty, the staff was not very friendly. The residents were not engaged and the aides were standing around not interacting. It was a very dark, cold place.

The tour guide was late, the place was under quarantine and the tour was still planned. It was chaotic, unorganized, understaffed and we left 11 minutes after the tour was to start. Not impressed.

My father in law fell several times while he was here and none of the staff members would come to help him. I would only put someone here who is very high functioning and more independent, they are just too understaffed to deal with anyone who needs a lot of care. Overnight they only have 1 staff members for 90 residents. They did try to correct things but overall it was not a good experience.

More interested in $$$$ than helping my family member.

High pressure sales. They push the discounts "but you need to sign today to get them". They got my mom to give them a check for [amount removed] despite our instructions that they were to deal with family (me) as mom has dementia. I told them we were not signing the contract and to destroy the check. They cashed the check and somehow ended up with a signed contract (docusign and mom doesn't have a computer, so how?) When we tried to cancel the sales rep called my mom and told her to just pack and get out of the house and move in to the facility as soon as possible, told her not to listen to family and some other highly unethical things. Finally got them to agree to cancel. They refused to give me a copy of the contract, even though I have full POA over my mom's affairs. More of a fight and finally got a copy of the contract and prices, services, etc.. were not what was promised by the sales staff. Still unable to determine who actually signed on behalf of my mom.

I do not recommend Brookdale Spruce Wood at all. They have gone through 3 directors since their time here and the nursing staff is very unresponsive to my father in assisted living. They have gone through at least 3 chefs and he was getting frozen pizza for meals, so it is not good quality foods which is what they need. I will sometimes see other family members here when I drop off food and they are taking their loved ones out of the facility because it is so bad. I would not recommend to others looking.