LCB Management

Administration is absolutely horrible if you need any sort of care. Essentially they evicted a 90 year veteran after requiring him to have private pay 24 hour care. The actual facility is beautiful and the staff working with residents are great but their headship team is awful.

I would not recommend this place to anyone. When you have to wait an hour to get a meal When the kitchen is always running out of basic foods you tell me.

I saw the room they had set aside for my wife, who has some cracks in her pelvis. They strung us along for 6 days, and we thought we had solved our problem. Then, just as we were ready to sign up, they decided they would not take her, because she would require too much care. They knew all along exactly what her problems were. They can't be trusted.

Bad experience for the family and the client. Comments: the assisted living facility is great, but the memory care was horrible. The food was poor, the activities director left in a month, without letting us know. We will led to believe that we would get daily reports about our parent who was the client. We got nothing for 2 weeks. Except that when the client fell and went to the hospital, we were notified. The food that he was offered before being put on a restrictive diet was horrible, if you went out, there was no food left for him. Our dad passed in two months after being in the residence - the decline was very rapid. We thought that he would have lasted a little longer, but he and we, the family were miserable. The aids were decent, they tried to do what they could for him.

I think they could improve on the aids attitude. Some of them were nasty. The place is nicely decorated

On the surface, The Reserve at East Longmeadow looks like a beautiful, high-end facility. But once my mother became a resident in the memory care unit, it became clear that the level of care was far below what any family should accept for a loved one. The nursing staff showed no compassion. They were simply medication dispensers — no meaningful interaction with residents at all. I never once saw a nurse check in on my mother, ask how she was doing, or even speak to her beyond handing her pills. Staff were supposed to check on her every hour, but they didn’t. She was left alone in her room for hours at a time. Eventually, she fell while trying to go to the bathroom by herself and fractured a vertebrae. Even before the fall, she was often left in her room during mealtimes. I had to call and ask staff to go get her because she was hungry. After the fall, she could no longer feed herself, but staff still left her alone during meals.

I have a family friend who sent her elderly mother here to the memory care unit. The care was horrible. My friend came every day because she didn’t feel like the staff were looking after her mother properly. They said they would check on her x times per day- she set up cameras in her mother’s room and found none of this was true. She stayed overnight with her mom a couple times and woke up to find ALL OF THE NIGHT STAFF ASLEEP. One time her mother fell and was on the ground for 2 HOURS with no help. Towards the very end of her life, a nurse came to help her use the bathroom. Once she had sit down on the toilet, the nurse LEAVES THE ROOM for a few minutes. Her mother, in late stage dementia, gets up, confused, and falls and has a heart attack. Dies a month later. The worst part was, her mother died at the beginning of the month and this place still charged her for remainder of the month even though THEY HAD ALREADY MOVED SOMEONE ELSE IN TO THE ROOM. Do not send anyone you love here.

The tour is exactly that what you see is not what you end up with. Snack time are if someone feels like it. The rooms are not cleaned . Personal supplies are used for others .Food is served cold 80% of the time completely ignoring a residents dislikes of certain foods noted several times. Nothing is personal there completely inappropriate especially the rude head care director! I got mom in a emergency was good from [dates removed] then complete downtown for care and medication distribution is not on schedule as they claim. I went every day i seen a lot of inappropriate things so we moved out immediately to a much better location.my mom has become more active and vocal her happiness is all the matters..

The ratings are for the memory care facility. There was no real care provided, nursing was absent during much of the day and not at night. Communication with the client's family did not exist. For 3 months there was no activities director.

I am heartbroken and disgusted by the treatment my mother received during her short 7-month stay at this facility, which ended in her untimely death. On her very first night, I stopped by unexpectedly and found her on the floor in a pitch-black room with the door closed. That alone should have been a red flag. Over time, she was unnecessarily sent to the hospital via ambulance, subjected to distressing tests, and received inadequate care between hospital visits. My mother suffered a series of falls leading up to her death, and I am still waiting for an explanation of what transpired. It’s clear this facility is severely understaffed and cares more about the bottom line than the well-being of its residents. Management changed unexpectedly during her stay, and everything seemed to suffer as a result—from the quality of care to housekeeping to the food provided. The only communication I’ve received since her passing is two cold, copy-paste emails of their contract demanding final rent pa

My mom’s experience and residency of 2 years in memory care at the Residence at Freeman Lake was extremely dissapointing. From October 2023 when the present team took over up until mom left in July 2024, things went from bad to worse. The level of care, engagement, compassion, & staff presence for my mom was severely inadequate. She was not cued on changing clothes or showering for 22 days! Even after addressing this with the team, the issue continued. RCA’s presence was minimal or nonexistent. The activities were minimal or absent. Medications were not administered on time and, at times, were missed entirely. Mom fell out of bed and was left on the floor for over two hours, which should not have occurred with proper hourly checks. The Team consisting of the executive director, memory care director, reflections director and senior regional directors offered resolutions but did not follow through. Memory care and reflections director’s level of knowledge was extremely poor. LOOK ESLEWHERE!

Mercer Hill has so many state violations. The facility cant even pay the trash bill. The facility had trash piled up. If your loved one is in Personal Care, they won't get their medications on time. Lets talk about the front desk...If there's a family emergency, there's nobody there to pick up the phone. When leaving a message, the staff called me nasty and thought it was some kind of joke. I was asked not to call the facility by several staff members.

Staff does not respond to phone calls or concerns. There is constant turnover of staff. We are on our third resident director, our second memory care director (a promotion from her previous job as receptionist), second head of “gourmet” dinning. Unfortunately the head of nursing hasn’t left, you’ll understand my comment the second you meet her. Among the countless promises they will make you during your tour, the bistro and third floor bar are not open over a year into business. You will be coaxed with promises of luxury, non-existent activities and the facade of pleasant people. They will quickly pressure you to add additional services and levels of care. All in all would never recommend and am looking at a new facility for my loved one.

It is astounding how there are "good reviews" on here, and I wouldn't put it past the management team to have paid for them. Where do I begin? Everything looks great on the outside but the behind the scenes is total deceit. Let start that the ED is not a nurse, yet takes call for the med techs, how is this legal? Their care plans generic and well the staff doesn't even follow those. I was lied to by the Resident Care Director and given false documents. Now that my loved one has passed I am finally comfortable speaking about it in fear of retaliation to my loved one. THE STATE IS IN THERE CONSTANTLY!!!! Have you read there decencies online? Its public knowledge. The memory care is the saddest not knowing if your loved one actually got care, because they just put different clothes on them. How can you make up months and weeks of falsified documents???? Yet people still keep placing there loved ones here because its less expensive then those around. We need more affordable places.

The facility is clean to a visitor but the carpets in residential area are old and moldy. I was told there were several pipes that burst and numerous rooms were flooded. Rugs were not replaced. The food is subpar again chef left with new administration and food was not the same. Nursing for residents is I adequate. They can’t keep nurses for long and nurses are inexperienced. Agency nurses are used to fill gaps. Documentation is impossible to get in order to receive reimbursement from long term care plans. Freeman will not work with long term care plans and expect family’s get reimbursement .

It's a great place for people who need assisted living or a community where they can have their own apartment but it SHOULD NOT BE CONSIDERED MEMORY CARE.

There was a change in management and most personnel has left or retired. Due to nursing shortage Freeman uses an agency to fill in especially on weekends. We pay additional fee for medication management and have found medication missing .on several occasions The agency nurses cannot identify medication and some nurses don't speak English well. The choices for meals is very limited and not very appealing. The activities are limited. .

My father is in two of the post on residence at Freeman Lake, Facebook page for activities that have taken place in the last few months.  Just an fyi from our experience: Freeman Residents have to pay additional expense for medication administration .  However there is no nurse beyond 11pm to administer the actual medication. In our case we had to hire an outside nurse from 11pm to 8am just to make sure our dad got his meds as prescribed. Freeman said they have a nursing shortage and now hires agency nurses to fill some shifts. The residents depend on their nurse timely medication and often left my father lapsing his meditation.  Now it’s important to know my dad is blind he needed  the nurses to help with his meds.  He had been in pain and his hospice nurse wanted to increase his oxy but there was no actual record of what the freemen nurses had provided the dosage or when it was provided .   We have asked for that many times

I feel if I had found a better facility, she might have lived a longer and happier existence. I would let others know that this is not a good place for people suffering from Alzheimer's and Dementia.

My loved one is currently a resident at The Residence at Penniman Hill, but will be moving out soon. Many of the Memory Care residents have already moved out. The staff is lazy and untrained. The housekeeping is the only good aspect. Communication with the family is spotty. The move in process was easy. My suggestion is to remove the Director and reorganize and retrain the staff. I would absolutely not recommend this facility!