Brookdale Pinecastle
Anonymous
"Assisted Living Facility Needs Carpet Upgrade and Better Food"
The food is the biggest issue according to my family. The place looks old and worn down. The carpets in the lobby and halls desperately need replacing.
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Anonymous
"Great front desk, poor dining staff, and broken promises"
The front desk staff were great. The dining room staff are not well trained and some don't know how to serve. They have items on the menu, but when we ordered, like tapioca for dessert, they were out even though they just started serving lunch. The dining room staff want residents out by 6:30 pm. If my loved one arrived at 5, waited for a server, waited for the food, and took 45 minutes to eat, they reminded her to leave by 6:30. At 98 years old, my loved one ate very slowly and found it rude that they kept telling her to leave by 6:30. They showed us a model apartment with a bathroom cabinet, but the apartment she got didn't have one. We requested it, and they said they ordered it, but I'm not sure. They said her trash would be taken out every day, but it wasn't for 5 days. My loved one was very short, so we asked for the closet racks and shelves to be lowered, but it never happened. Everyone bent over backward to get us to sign her up to live there. After she moved in, they treated us like we were a bother.
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C M
"Staff Shortage Affects Care and Meal Quality"
I think the staff could have checked on my loved one more often. I expected them to be more attentive. Sometimes, when my loved one pressed the call button, it took hours for the staff to respond. Overall, it seems like they don't have enough staff. The meals were decent during my loved one's stay.
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anonymous
"Terrible Experience at Brookdale: Poor Management and Horrid Care."
I knew the sales person from way back, like 30 years ago. She was nice to me and answered my questions really straight forward. Probably because we knew each other, she was more real with me than she'd be with others. When we arrived to move in, she snatched the check from me, saying "This is my business." But Brookdale wasn't running like a business at all. It was messy and all over the place. On surface level, it looked okay but it was not super good. My family member's room was not ready during our move-in. There were no towels available her first night. She found dirty rags in the drawers that were used for cleaning. The place couldn't take care of someone for just a short stay. They gave her a bed that was too high for her to climb. I had to adjust the bed so she could get on and avoid the risk of falling. They were supposed to take her medicines to give it to her, but they didn't. The first day they were supposed to serve food, they didn't give what she asked for. She was supposed to be in quarantine for 3 days, but it turned out to be 5 days because they let her out early. My family member has a robotic dog for company. The staff was rude about it, saying it doesn't need to be walked because it's not real. On her last day, they didn't give her the morning medicine. It was then when I decided to move her out of there. At one point, she ran out of toilet paper; they told me they didn't provide. But then later the administration said they are supposed to. I was the one bringing it all the time. My advice is not to consider Brookdale until they get better management. I didn't get a single apology through all this. The sales person was annoyed but didn't apologize. The head person just kept saying they're not like that but didn't apologize or offered nothing. I had to ask for a refund. He didn't answer my call about it, but I eventually got a refund for the remaining 12 days we didn't stay.
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Anonymous
"Mixed Experiences at Assisted Living Facility"
The head manager at the home isn’t welcoming or nice. When I tried to talk to him, he was pretty mean. He didn’t get up to say hello or shake hands. He basically told me to leave. The rest of the people working there are super nice, though. I think it’s better to check out other places. They’ve got a bug problem that they haven’t fixed yet. But there’s this one nurse who’s really great. The person I care about talks about him all the time.
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