Brookdale Highlands

Negative Reviews:

• Some reviewers report mistreatment and neglect of residents, stating that the staff is ill-equipped and the facility is understaffed, especially at night.
• Concerns about safety due to understaffing, with reports of only two attendants available at night, potentially leaving residents at risk during emergencies.
• Complaints about the facility's management and customer service, with some stating that the director and marketing staff lack understanding of customer service.
• Issues with staff behavior, including reports of staff being intimidating and rude to residents.
• Problems with facility management, including complaints about cleanliness, timely service, and loss or damage of personal items.
• Concerns about the cost of care, with some reviewers noting a significant discrepancy between expected and actual costs.

Positive Reviews:

• Many reviewers praise the staff, describing them as wonderful, friendly, and professional, and highlighting the nursing staff and housekeeping team's dedication to residents' needs.
• Positive comments about the facility's environment and activities, with mentions of clean facilities, beautiful surroundings, and a variety of activities for residents.
• Appreciation for the care provided, with some reviewers noting improvements in their loved ones' health and well-being since moving to the facility.
• Positive experiences with family visits, with the facility welcoming family and friends during visiting hours.
• Several reviewers recommend the facility based on their personal experiences, highlighting the staff's genuine concern and the overall quality of care.

Mixed Reviews:

• While some reviews highlight the excellent care and staff dedication, others express concerns about understaffing, management, and the quality of service.
• There are mixed opinions on the facility's safety and staffing levels, with some finding it adequate and others seeing it as a risk to residents.
• The facility's responsiveness to concerns and complaints receives mixed feedback, with some praising the staff's willingness to address issues and others finding little follow-through.