Reviews

This profile includes reviews for Brookdale Senior Living - Headquarters's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Brookdale Senior Living - Headquarters

  111 Westwood Pl Ste 400 Brentwood, TN 37027-5057

• 

  Brookdale Santa Catalina

  3701 N Swan Rd Ofc Tucson, AZ 85718-6962

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  Brookdale Santa Catalina

  5660 N Kolb Rd Ofc Tucson, AZ 85750-3201

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  Brookdale Hampton Cove

  6379 Hwy. 431 S. Owens Cross Roads, AL 35763

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  Brookdale Jones Farm

  2815 Carl T Jones Drive SE Huntsville, AL 35802-1258

  

Review Details

• Review fromMelinda P

  Date: 12/03/2023

  1 star

  Melinda P

  Date: 12/03/2023

  Have read all the reviews. Brookdale in MURRAY, KY is where my parents were until July ‘22. Food: disgusting to mediocre at best. Head cooked constantly defended her cooking. It was abysmal. Housekeeping: up/down. Maintenance: did the best 1 man could for such a large building. The most disgusting aspect was in June of 2022. Dad’s AC broke. Corporate wouldn’t allow the ED to replace it so he lived for 2 months with a rusted, dysfunctional window unit. So when this amazing ED was fired, we gave notice. During this, both were diagnosed with COVID. We were contacted by resident care and that was literally ALL B’Dale did. In fact that day we went to do a check and found dirty PPE crammed behind the tote of clean random pieces of PPE and a bag lying in the hallway. We called public health, state depart of aging, and did their guidelines. By the end of the week we were so concerned about dad that I went to talk to the 2nd in command. I have never been this angry. I lost it and screamed at her not sure what I said exactly, slammed the doors and left. Went to gather supplies and rescued my daddy so he could make the move. When he started eating like he should at the new place we realized how bad it had been. I made 10 phone calls trying to get something done about the absolute poor quality of care and caring. Couldn’t find ANY agency to DO a thing. Even Brookdale was dismissive. Disgusting!!!! Since this my parents have lived at a place that should be the GOLD STANDARD. For ALL facilities in the nation. My dad thrived until he passed away in May. I’m so thankful to have gotten out of B’dale. I didn’t even want to give it 1 star. By the way CORPORATE—IF YOU ACTUALLY READ THIS DO NOT BOTHER TO RESPOND. WHAT YOU SAY WILL BE AS UNTRUE AS YOUR ADVERTISEMENTS OF GREATENESS.

  Brookdale Senior Living - Headquarters

  Date: 12/04/2023

  We appreciate you taking the time to share your feedback and would like to assure you the safety and well-being of our residents is our top priority. We are aware you have previously spoken with our district director of clinical services, and will share your additional feedback with our management team.

• Review fromKarla P

  Date: 10/15/2023

  1 star

  Karla P

  Date: 10/15/2023

  My mother was a resident at BSL Wake Forest NC from Jan 12, 2023 until Oct 1, 2023. Upon admission, the sales rep said her personal care cost would decrease $1500 per month because she was not using a Hoyer lift, as she had been when assessed in December. The rep also told us "hardly anyone's care ever increases." I was never given a care plan to sign but when I received it at the end of Jan, the decrease wasn't reflected, and I was told that the information I'd been given was wrong. When mom was finally reassessed in Feb and I received that plan on Mar 1, her care had increased almost $1500. Because of numerous documented complaints, including medication errors, we were credited $1000. Unfortunately, the poor care and errors continued, in spite of several meetings with staff. Mom continued to be charged for 2-person assist for transfers as well as for toileting, even as she needed less assistance. Video footage since Feb, as well as on-site observation, showed 2-p assists <50% of the time. In addition, there were ongoing problems such as mom not being taken to the toilet or changed for > 6 hours, mismanagement of medical conditions, nondetection of medical conditions needing treatment, medication being given at incorrect times, and mom not being put to bed until after 3 am. Contra my requests, she was usually awakened between 4:45 and 5:30 am and then told she would miss breakfast because she didn't want to get out of bed.
  I talked with the director about the 2-p charge in August. She and the HWC expressed surprise that mom needed 2-p assist and had personally assisted her solo and issued another $1000 credit . But when I received a care plan on Sep 19 from an assessment supposedly conducted Sept 7, the 2-person charge remained, in addition to a new $362 for "behaviors," explained as her not wanting to get up for "breakfast." The HWD was not in mom's room any time in Sep doing an assessment, per video. We gave notice to leave the next day.
  J West is unresponsive.

  Brookdale Senior Living - Headquarters

  Date: 10/16/2023

  Hi *****, as we strive to provide our residents with quality care and services, we take your feedback seriously and appreciate you taking the time to share your concerns with us. Please know that we have shared your comment with our corporate management team for their review. Thank you.

• Review fromLiz M

  Date: 08/05/2023

  2 stars

  Liz M

  Date: 08/05/2023

  My husband has been at Brookdale Union Hills in Peoria, AZ for 2.5 years. I thought he was getting good care until he fell and broke his hip. After that he became immobile and had to stay in bed 24/7. He developed a bed sore due to sitting in wet and soiled diapers. Some of the care givers were attentive and saw to it that he was changed regularly. At that time they were very understaffed with 1 caregiver for 14 people, and they had to bring in temps which were not very skilled at this job. They did not get the attention they deserved. His bed sore became worse and worse and infected. Hospice was coming in 2 days a week and after the wound became worse and worse they stated coming 5 days a week. They told me ***** was still not getting g changed enough to keep dry. On Thursday they told me I had to move him because they could not care for him. He is in the final days or months of his life and I think it is unconscionable that they demand I find another place for him at this strange in his life. This has been his home and he knows the caregivers they work with him. This is going to be so traumatic for this poor man. This company has no heart and I would not recommend. The only reason I gave it 2 stars is because some caregivers are angels and love their work. It is the lazy ones that caused this problem with my husband.

  Brookdale Senior Living - Headquarters

  Date: 08/08/2023

  The health and well-being of our residents is our top priority and we take your comments seriously. We are aware you were able to meet with community leadership regarding these concerns and your comments have been shared with our corporate management team for additional review.

  Liz M

  Date: 08/08/2023

  The fact that you were so short staffed and had “agency people” after my husband retuned from hospital whom were not very dedicated to the highest standard of care is what started this whole issue. There were many days I went him and he was sitting in wet and soiled diapers. Being in Bed 24/7 requires him to be kept clean and adjusted so as not to cause this huge bed sore to start. Your boiler plate reply to my concern leaves a lot to be desired and you have just made me more angry over this situation. Word of mouth can be brutal and I will make sure that I make as many people aware of this treatment as I possibly can. I also have former caregivers from Brookdale that will back up my concerns for care

• Review fromTHOMAS H

  Date: 07/26/2023

  1 star

  THOMAS H

  Date: 07/26/2023

  My wife, *****, has Alzheimer’s dementia, and was a resident of Brookdale Senior Living, Harrisburg, PA in their Clare Bridge memory care community from October 31, 2022 to June 30, 2023. As her spouse of 55 years, I was happy to be her primary care giver for four years prior to Brookdale. My family and I reviewed several facilities and thought we picked the right care facility after visiting Brookdale, Harrisburg. The carpet in the rooms looked a little old and sad, but the entire memory care community smelled clean and fresh. The reviews we saw looked good, and the sales pitch sounded very encouraging so we signed the contract. I wish only that we had read the reviews on this BBB site before, and we would have gone somewhere else.
  I soon realized that being separated from her was the hardest thing I could imagine and I began commuting the 35 miles to Brookdale every other day and spent eight hours with her and actually helped to care for her. I helped her to eat when she lost focus, and tended her in the bathroom as I knew her “schedule”. It was tiring for me, but satisfying knowing we had precious time together. But I soon learned there were serious problems brewing!
  1. At the sales meeting, the question of “Personal Solutions”, i.e. the supply of incontinence pullups, gloves, creams,wipes, bed pads etc. was addressed. Within the overall Brookdale packet of literature and information, was a page outlining the costs of “Personal Solutions” based on how many pullups, briefs etc. the resident uses. *****  falls within the “Extra Light usage” of 1-2 products per day, so my daughter and I elected to pay for the monthly “Personal Solutions” fee which was said to start at $45 per month, with wipes being included at no extra charge. This was approximately what I had been paying for these supplies monthly through ******, so it sounded right. Turns out it was either “Bait and Switch” or a colossal clerical error.
  SEE MY WHOLE REVIEW (CONTINUED)

  Brookdale Senior Living - Headquarters

  Date: 07/27/2023

  There was a clerical error on the account, which was corrected as soon as it was brought to our attention. The end result was correctly billing $45.00 for November Personal Solutions, which was the only month billed.

  THOMAS H

  Date: 07/31/2023

  What we didn’t know was that this sales flyer was revised in May, 2022 and this new flyer now carries in bold print: “FIXED COST PER MONTH: $190". This $190 charge popped up on my first bill and I went flying into the facility’s Executive Director’s office to get it resolved. I told her that I would have “jumped out of my chair at the sales meeting if $190 had been discussed!” Long story short, after being denied any corrections of $190 down to $45/month in November and December bills, and thus appearing on JANUARY 2023 BILL an amount due of $380! I had another discussion or two with this Executive Director who refused to budge, I contacted our PA Ombudsman who met with the ED and prevailed. Luckily I had saved the “outdated” $45 flyer.

  THOMAS H

  Date: 08/03/2023

  Continuing with my above review of Brookdale, Harrisburg: After the billing issue with ******* " Personal Solutions", I kept a keen eye on my monthly bill and refused to go on Automatic Withdrawal. ***** was there for eight months, and this brings me to strike 2 of our problems with Brookdale: I asked Brookdale, Harrisburg’s HWD ( Health and Wellness Director) to get ***** enrolled in Hospice, as she has Alzheimer's dementia, a terminal illness and is a fall risk. The HWD kept telling me, the doctor has to evaluate ***** and refer her first. Every time I asked for an update she said the doctor hasn’t accomplished that yet. So, after a couple months, I went over her head and called the facility’s doctor myself, and was told they never got a request for an evaluation from the H&W Director! She lied to me and not just once but several times! Paying almost $200 per day to Brookdale does NOT guarantee your loved one gets honest, faithful care. I’ve learned that Brookdale doesn’t like having Hospice workers there observing and making requests for changes in care for residents. I learned this from someone who had worked there. I sent a request to ******* Neuro Doctor at Hershey on her portal and I was called THAT SAME DAY by Hospice and she was enrolled within two days! My wife and I endured two more gut-wrenching incidents before she left Brookdale, Harrisburg, but I am running out of space. Please stay tuned.

• Review fromJan P

  Date: 07/03/2023

  1 star

  Jan P

  Date: 07/03/2023

  I am very dissatisfied with the quality of services my wife received from 2 of Brookdale's facilities.
  In the first facility in Richmond, IN she was there 3 days when I was notified that she was being "released" because she tried to escape, I asked if I was to pick her up, they said she had been sent to a hospital ,I asked if it was our local hospital...................they said no **** would NOT accepted her so they sent her to a hospital in Cincinnati she was there for 16 days, I could not visit her I could not talk to a doctor, I threatened legal action against Brookdale, in talking with **** they had no evidence that they had been contacted ? She was then transferred to Brookdale in Greenville, Ohio, and was there for over 2 years, and I complained about numerous items during her stay, most of which were never resolved.............................I was then notified that she had died...................and her death certificate was signed by a "veterinary" ????????????????

  Brookdale Senior Living - Headquarters

  Date: 07/05/2023

  We take your comments seriously and are committed to providing quality service and care. Your comments have been shared with our corporate management team for review.

• Review fromGwen P

  Date: 06/01/2023

  1 star

  Gwen P

  Date: 06/01/2023

  It is not about your love one at all, it's about how much money they can get from them. My dad left this facility in 2019 during the Covid lockdown. Everyone was confined to their rooms with little or no staff to look after them. He would not have made it if we left him there. Moved him home and hired someone to help us look after him and he is doing great. Brookedale tried to take money from his account the following month even after we followed protocol. After reading the corporate reviews about trying to retrieve money even after a loved one had pass away or moved out, I called the bank to freeze Brookedale corporate office from taking any money from my dad's account. His bank called me to let me know that Brookedale had tried to automatically withdraw money for the next month even though we had moved my dad out and had a receipt from the facility stating paid in full and no money was owed. Just about the entire time my dad was at Brookedale I felt we were continuously having to stay on staff about things that should have been handled like their contract stated. More bad memories about that place then good.

  Brookdale Senior Living - Headquarters

  Date: 06/02/2023

  We are sorry to hear we did not meet your expectations. The health and well-being of our residents is our top priority. During the COVID pandemic we followed the CDC guidelines to ensure the safety of our residents. Regarding the payment withdrawal attempts, we received an automatic withdrawal authorization form giving permission for Brookdale to automatically withdrawal payments from the provided bank account. In order to cancel the automatic payments, the person that provided the authorization would also need to cancel the authorization. Unfortunately we never received a cancellation request, therefore the withdrawal attempts continued. Our records also reflect that the last payment we withdrew on 5/4/20 was refunded the next day on 5/5/20.

• Review fromHector A

  Date: 05/01/2023

  1 star

  Hector A

  Date: 05/01/2023

  Brookdale Senior Living
  In Clinton NY
  99 Brookdale Ln
  The elevator goes out
  Security call s maintenance
  Maintenance reply’s Don’t let
  Guest use it.
  Me : what if a fire broke out.
  The location is not staffed fully , if guests responsibilities
  Fall on the security guard ?
  Me : how dare the maintenance not care enough
  To call elevator repair
  Electrician ?
  Fire him

  Brookdale Senior Living - Headquarters

  Date: 05/03/2023

  We have reviewed your concerns with our management team and would like to assure you the safety and well-being of our residents is our top priority. We have policies and procedures in place to ensure this, and invite you to reach out to the executive director at the community to further discuss. Thank you.

• Review fromCynthia J

  Date: 04/27/2023

  1 star

  Cynthia J

  Date: 04/27/2023

  My mother was a resident of the Brookdale Green Hills, Nashville, TN assisted living facility for the last 17 months of her life. I want to address two main issues with my family’s experience there.
  #1: From the outset, the facility misrepresented their capacity to care for a frail 93 year old. We were intent on finding a good fit and made it known that we were looking for a facility that could provide care for our mother until the end of her life. We were assured that Brookdale Green Hills could meet this need. They did not make it clear that the basic care they provide is quite limited and did not bother to explain that we would have to pay for additional care as her needs increased. It was a bait-and-switch tactic designed to get our signatures on a contract. We ended up paying thousands of dollars a month for ‘care’ (consisting of sitters) in addition to the considerable cost of the basic service.
  #2: Across the board, quality of care was highly inconsistent and became more problematic over time. The starkest example: in the final weeks of her life my mother’s care plan stated that she was not to be taken out of bed because she was very frail and had had numerous falls. A Brookdale ‘caregiver’ disregarded this and got her out of bed to go to the bathroom. She fell from the toilet and hit her head on the bathroom floor resulting in a large contusion on her forehead. Because she was under hospice care at this point, only comfort care was ordered. Hospice escalated her morphine regimen and she died about a week later. I have little doubt that the negligence of the Brookdale caregiver hastened her death.
  I would never recommend a Brookdale facility to anyone. It is a profit-driven corporation (CEO with a $6.5M compensation pkg) that presents a shiny, high-end facade, talks a good game, and fails to deliver. How many families, grieving a death and exhausted by months or years of caregiving, have the energy or resources to pursue legal accountability?

  Brookdale Senior Living - Headquarters

  Date: 05/03/2023

  We take your comments seriously and are committed to providing quality care and services to our residents and their families. Our management team has reviewed these concerns and we wish to assure you the safety and well-being of our residents is our top priority.

• Review fromLadyJ

  Date: 03/17/2023

  2 stars

  LadyJ

  Date: 03/17/2023

  When my mother first went into the Bend Oregon facility it was wonderful. Then there was a big staff turn over everything went down from there. There was months they didn’t have laundry or house keeping. My mother deteriorated from about 110 lbs to about 80 lbs when she passed the 10th of March 2023. There was maybe a handful of her things left that she had when she went there . It all disappeared ! I called to be refunded for partial month. I was told they’re is a 14 day notice you need to give to move out. WOW can you believe it ….

  Brookdale Senior Living - Headquarters

  Date: 03/20/2023

  We take your comments seriously and are committed to providing quality care and services to our residents. We would welcome an opportunity to clarify the billing process and discuss any other concerns you may have and hope you will contact our management team to further discuss.

  LadyJ

  Date: 03/21/2023

  Standard response .

• Review fromSally O

  Date: 03/15/2023

  1 star

  Sally O

  Date: 03/15/2023

  I have noted that Grand Blanc Carebridge staff members do not wash their hands after providing care to residents (including changing briefs and cleaning bodily fluids), and the soap dispenser in my mom's room has remained empty for weeks at a time. My husband and I are now recovering from my second bout of norovirus in the past 6 months that we acquired by sharing a meal with my mom in her room. In both cases, infection notices were placed in the entranceways after I had already become acutely ill. My husband and I had to miss 5 days of work between the two bouts of illness, even as Brookdale continues to increase their fees and charges. In addition, we just had to replace all of mom's bed sheets and underpads at an additional cost of $300 because the caregivers lost them in the laundry.
  The care has declined significantly over the last 18 months - recently mom had to wait for more than an hour before someone answered her call light, and the staff put an old wrinkled mattress pad on her bed when they could not find a fitted sheet. The leadership team is minimally receptive, offering apologies but no real solutions. In particular, the Executive Director Heather has failed to answer many of my questions, including who has authority to remove a resident from the facility - a fairly basic yet essential safety concern.

  Brookdale Senior Living - Headquarters

  Date: 03/20/2023

  We appreciate you taking the time to share your feedback and are sorry to hear we are not meeting your expectations. Our District Director of Operations has sent you an email and would like to schedule a time to discuss further. Thank you.