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Assisted Living Facilities
Brookdale Senior Living - HeadquartersThis business is NOT BBB Accredited.
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Reviews
This profile includes reviews for Brookdale Senior Living - Headquarters's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.28/5 stars
Average of 29 Customer Reviews
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Review fromLeanne W.
Date: 02/17/2023
1 starLeanne W.
Date: 02/17/2023
My mother lived at Brookdale in Williamsburg in the Clare Bridge area. After my father passed away I was the POA for my Mother. I found it very difficult towards the end of her living there.
I had asked almost a dozen times about a picture that my Dad had taken of their dog ****** and it was a striped orange and white frame that said you had me at woof. I asked the staff on multiple times if they had seen it. Then the manager Tracy informed me that she had seen it on a back desk but didn’t know who it belonged to. This was on 12/29/22 after my mom passed away on 12/27/22. The feeling that both my husband and I felt was clear out the room so they could get it turned over to make more money. My husband was very unhappy about the lack of concern of any kind with us removing her belongings. On top of this I had paid ahead for January of 2023 and after many phone calls and telling them how bad their business was handling getting the prorated refund back. I finally received the check. I should not have to make multiple calls about this. They took an over the phone ach payment with no problem. I told them multiple times that I wanted the picture and was told well it’s a memory care unit. I know that and no one wanted to bother to look for it because another resident took it. I got the feeling that all Brookdale wanted was for me to go away quickly. They said the partial refund is because they give the family 7 days to move out the residents belongings. To bad we could have it all.
Another thing that I noticed was my mothers tooth brush was stuffed up onto the shelf in her closet under clothes and that certain items that I had brought for her such as blankets had been shoved into a drawer and never used for her.
I think this organization needs to take a good look at how they handle business practices and grieving families. I have lost both parents within a six month period and felt they just wanted us out asap. Also I found multiple items that are not ours.Brookdale Senior Living - Headquarters
Date: 02/20/2023
We appreciate you taking the time to share your feedback and are sorry to hear you feel this way. Our staff is committed to providing the highest-quality service and care for each resident and their family, and our executive director will be following up on your concerns.Leanne W.
Date: 02/22/2023
I have received no follow up at all. Of course no one has bothered to look for the picture that I asked about either. Which is very upsetting. It was a picture my deceased Father took.Review fromBecky W.
Date: 02/11/2023
1 starBecky W.
Date: 02/11/2023
My dad lived at Brookdale in Windsor California for 6 years. It started great. Staff was friendly and my dad liked the area. He was able to walk daily. My problem is with how everything ended. My dad had a conflict with a new resident. We were forced to move him on January 19, 2023. We were due a refund for the partial month of rent and medication management. They also took out the rent for February on February 6, 2023. It's a week later and no money has been refunded. Brookdale won't even talk to me. I am so mad and would not recommend Brookdale to others. We are due nearly $8,000.00!!!!!Brookdale Senior Living - Headquarters
Date: 02/13/2023
We apologize for the delay. The refund has been requested and should go out in the mail tomorrow.Becky W.
Date: 02/15/2023
Thank you Wendy for handling this matter!!Review fromBrittany M.
Date: 01/22/2023
1 starBrittany M.
Date: 01/22/2023
My mother's name was *******, she lived at Brookdale in Decatur, AL. No health conditions, 110 lbs, was very active, drove places every day. 2 yrs ago, right after Christmas, she became sick with pneumonia which caused her mental state to become unstable, she was unable to get out of bed or call for help etc. Brookdale has a policy where residents are required to press a button by 10AM every day. If they don't, staff calls, if no answer they come into the apt to check & see if the resident "needs medical attention." My mother didn't press the button for 4 days. First day, she was irate with a staff member who came in. They left, thinking she was not feeling well. Next 2 days, no staff member came & checked on my mom. This was during COVID, so staff was also bringing 2 meals a day INTO her apt, stacking styrofoam plates on her table, counters, walking right by her open bedroom doorway where you could clearly see her laying, the apt smelling of urine from her soiling herself, unable to get out of bed. No one called or even text to let me know anything was wrong. My 3 kids & I already had plans to see her that weekend.
The 4th day, they contacted me, told me she hadn't eaten or drank in 4 days, asked me if it was "a pattern" for her to do this. I went to her apt, immediately called for paramedics when I saw her condition. Her cell phone was lying under her, half charged. She died over 2 weeks later, at just 61 yrs of age, after an up & down struggle in the hospital, eventually succumbing to a stroke in her brain stem. I had to pull her from the vent & watch her die. Had to go through it all alone, she was all I had left after losing my grandmother a year prior. Drs were adamant that she wouldn't have died if she'd gotten medical help sooner.
The policy at this facility desperately needs to be changed. How can it state that staff must check to see if a resident needs medical attention when there is no staff medically certified to do this?? If only I could go back.Brookdale Senior Living - Headquarters
Date: 01/23/2023
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 fromJason P
Date: 01/20/2023
1 starJason P
Date: 01/20/2023
The staff is friendly and caring. The facility is very nice and tidy. Before you enter into a contract with Brookdale for your parents care, please take a deep dive into the contract and ask questions. Do not fall for being charged a "market rate (base rent)" then given a "generous discount". Negotiate the best price listed in one figure (not market rate minus discount) Get a guarantee of max increases for a few years IN WRITING. We were told annual increases ranged 2.5-3.5% which, when I calculated out our budget for a few years was already going to be a stretch but doable.
We moved in to Brookdale in July, and a few months later in October received our first increase for 14.8%. The shell game is that the stated increase percentage was based on the "market rate (base rent)" yet the "discount" amount remains the same. This is how they create the appearance of a lower increase percentage for their documents. Common sense - calculate the increase % by taking the rent increase divided by previous rent... and that's your increase percentage.
One year later (this past November) we receved another increase for 17.6%! IN 15 months the rent has increased by 32.4%. Now we cannot afford any of the "a la carte" services which have also skyrocketed and must do all of our parents' care on our own. We would love to move them out however moving is such a stressful endevour... this was a really bad (misinformed) decision.Brookdale Senior Living - Headquarters
Date: 01/23/2023
Thank you for taking the time to provide us with your feedback. Your feedback will be shared with management.Review fromSteve P
Date: 01/10/2023
1 starSteve P
Date: 01/10/2023
Unfortunately I read the reviews on Brookdale organization after I admitted my 95+ year old mother - BIG MISTAKE. We have now personally experienced everything described in all the one star reviews - untruthful salesperson, contracts with quoted prices that are ignored, adding services that provide minimal to no benefit to the patient (i.e. $250/mo to record type of meds taken by self-medicating patient), emergency response call buttons that work less than half the time, untrained weekend agency staff, 12 hours per day patient:staff ratio of 25:1 (combine this with non-working call buttons = DISASTER), promised ratio was 5:1 to 10:1, typical promised response times of 10-15 minutes versus actual response times of 45 minutes to 7 hours, services were added within one month that more than doubled contract service cost despite preliminary assessment by Director of Health & Wellness, disgusting weekly deep cleaning by staff (I had to clean bathroom before I would let my mother use it), say anything to get elderly under contract and bleed them financially. A GOOD business 1. “says what they do” then 2. “does what they say” and even though it’s extremely difficult this business model has managed to fail on BOTH parts. There’s more but if this isn’t enough to keep you away then bring your bank account and crying towel because you will need both. I am moving my mother as soon as I can!Brookdale Senior Living - Headquarters
Date: 01/19/2023
We are aware the community has been in contact to resolve the mentioned concerns. Additionally, the community has corrected the rate increase and is awaiting a signed addendum.Review fromJimmy P
Date: 01/07/2023
1 starJimmy P
Date: 01/07/2023
I would not recommend anyone to use Brookdale of Durham NC for their loved one. The staff is very uncaring and rude. My mom was there for one year and 7 months before I had to remove her to another facility. The medical staff did NOT administer the medicines properly and the administrative staff would very rarely return my phone calls. I had to go to the facility to even talk to someone. The billing department was constantly overbilling and then would take several months to correct the billing. Whenever the *** insurance would ask for information from the Brookdale facility, they would drag their feet getting the information back to the insurance company. I had to personally get the information to send back to the insurance company or they were going to deny my mom her benefits. I had to get the area superintendent to get the Durham facility to contact the insurance company. I have everything documented. That was the last straw. I removed her from the facility in DurhamBrookdale Senior Living - Headquarters
Date: 01/11/2023
We take your comments seriously and are committed to providing quality care and services to our residents. We are aware our area director was able to discuss these concerns with you in early 2022 and have shared your additional feedback with our management team.Review fromTrisha O
Date: 01/02/2023
1 starTrisha O
Date: 01/02/2023
I am trying to rate as a Zero but have to add at least one star. This is for Brookdale Capr May, NJ.
It's horrifying to read these reviews. I can not believe that this organization is allowed to run this way. There is one goal and one goal only - get the elderly into their facility and then milk them dry financially. Regardless of what is quoted and in the contract they work to raise the cost at every turn. After quoting one price they doubled it within one month.
We were forced to remove our friend after three months due to lack of care. Now that he is home he is again thriving. Brookdale caused both physical and mental damage as a result of their care (or lack of).
Now that they are out of the facility they are harassing them for the small balance that Brookdale can not explain or justify. This is obviously their Business Model - Get the elderly in. Drain them financially. Tack on unjustified expenses as they leave. Then threaten and harass to try and get every last dime.
Then threaten and then no one is available to discuss the care or expenses.
If your trying to assess Senior Care options for your loved one speak to the staff. It is amazing what the staff shared about the lack of care at this facility. What staff remains that is. It's a revolving door. 2 nurses and 3 nursing assistants quit in a three month period (3 residents also left in this period due to lack of care). Everyday our friend receives calls from residents at Brookdale begging them to help get them out of this place.
It's sad and unacceptable.Brookdale Senior Living - Headquarters
Date: 01/04/2023
We take your comments seriously and are committed to providing quality care and services to our residents and their loved ones. Our management team has reviewed these concerns and we wish to assure you the well-being of our residents is our top priority. Our operations specialist and business office manager have attempted to explain the billing, per the residency agreement, and we encourage you to reach out to them if you have any additional questions. Thank you.Review fromLauren A
Date: 12/04/2022
1 starLauren A
Date: 12/04/2022
Why does every response say”we take your comments seriously”. No you don’t .
They raised my mom’s rent 1,000. Suddenly. They raised everyone’s rent approximately 1,000. Suddenly.
The director doesn’t exist . You write your concerns on a piece of paper and I know they just go in the trash .
The limited employees are the best part of it. You at least see them. I have a few favorites. Then suddenly they’re gone . Probably due to minimum wage salaries.
The sales person lies . A complete sales pitch . Anything to get you to sign.
There’s a constant weird tense feeling there. Something is wrong .
I’m leaving a lot out . It’s too much to write .Brookdale Senior Living - Headquarters
Date: 12/06/2022
We would welcome an opportunity to discuss the rate increase and any concerns you may have, and hope you will contact our Resident and Family Connection Team at 877-400-5296.Review fromSharon P
Date: 07/12/2022
1 starSharon P
Date: 07/12/2022
Brookdale in Lake Charles is a disgrace. They did not give my mother her medicine for 2 days and she's a diabetic. They haven't had a director for 7 months. The one that handles the billing is rude and can't do her job. I had to call or email to remind to send the bill to insurance. She has spoken to me rudely more than once. Department of Health and Hospitals investigated and found them in violation.Brookdale Senior Living - Headquarters
Date: 07/14/2022
We are aware our district manager has previously contacted you regarding your concerns, and we will share this additional feedback with our management team.Sharon P
Date: 07/14/2022
They also gave me someone else's medicine when I removed her from this facility. Filing another complaint with the state.
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