Arbor House Garland is a beautiful home with lovely decor and is very clean, but that's where the positives end.
My stepmom was here for just under four months and after the first two weeks, it was nothing but problems with the caregivers and management. The first issue occurred when they allowed my her to run out of her much-needed meds and didn't bother to reach out to hospice or my Dad to let him know. (For anyone who has a loved one with dementia/Alzheimer's, you know that a disruption in meds is serious.) The only reason he knew something was off was that she was acting agitated, hallucinating, and crying for no reason and not allowing the caregivers to change her one night. When he asked if she had taken her meds that day, the caregiver nonchalantly told him she had run out the day before. The head nurse and hospice both visited with my Dad and assured him it would never happen again, and it didn't. However, the nurses/caregivers often did not follow hospice's instructions on when/how her meds should be administered the rest of the time my stepmom was in their care.
Other issues included:
1) Allowing my stepmom to sleep outside for three hours when it was 95º. It may have been longer had another resident's loved one not called my Dad to let him know what was going on. She was still outside when my he arrived and was very hot. When my Dad complained to the caregiver, she claimed they left her out there because they couldn't wake her up. No one bothered to get a nurse or doctor to check my stepmom out to make sure she was okay. This was reported to the Executive Director but nothing was done to rectify the incident. Weeks later when my Dad listed this as one of the many reasons he was moving her out in an email to the Executive Director (CCed to the Regional Director or the CEO), only the ED replied and none of them bothered to address this or any of the reasons he was abruptly moving her. That was on June 17. After my Dad asked for a refund for his deposit and 10 days in June my stepmom was not there - citing neglect and breach of contract - the CEO finally got involved and she too had little compassion or concern for what my Dad or his wife had gone through. On July 6, the Executive Director called my Dad to discuss a refund at which time she made excuses for everything and told him that the day my stepmom was asleep outside in the heat, they had a video of her coming in several times to get water. She said on the phone and in an email July 8 that she would "gladly" set up a time with my Dad the following week to review the video. This never happened. My Dad called her bluff and emailed about it again on July 17. That's when the Regional Director (who hadn't been involved at this point) replied and said the video had been written over. We don't believe there ever was a video or that my stepmom ever came in to ask for water. She has late-stage dementia and is unable to communicate like that. Besides, had there been a video backing up their claim, they would've have shown it to my Dad weeks prior when he reported the incident or at least when he said he was moving her out. This incident, in particular, was the last straw and the ultimate reason my Dad moved her out as quickly as he could, as he feared for his wife's safety.
2) The A/C was out for several weeks during the heatwave where temps reached the high 90s, maybe even triple digits. My Dad asked for weeks when it would be fixed, only to get excuse after excuse. When I mentioned this on my call with the CEO on July 6, she was oblivious about the A/C having been out and indicated she had not been informed of this issue, which means the Executive Director and/or Regional Director failed to tell her. Either way, they dropped the ball (again).
3) My stepmom's clothes, towels, and bedding constantly went missing, despite having her name on everything, and were never found. When my Dad would tell the caregivers about it and ask them to look for the items, they'd claim they couldn't go into other rooms and look for stuff due to privacy reasons. The Executive Director was no help either, no matter how many times my Dad complained/asked about the missing items the money he was losing because of their incompetence. It got so bad, my Dad started taking clothes and stuff home to wash them himself just to ensure they weren't lost. On July 6, over two weeks after he took my stepmom out of there, my Dad requested reimbursement for the missing items. The Executive Director told him she and her team would look for the items for a week and mail what they found. The next day, the CEO offered a reimbursement for the items, probably because she knew as well as we did, the ED wasn't going to locate them.
These are only *some* of the issues that arose in the short time (< 4 months) my stepmom was at Arbor House Garland. Overall, they did not follow through with their verbal or contractual promises/obligations. Most of their caregivers acted unprofessional, ill-mannered and inexperienced. After dealing with management (Executive Director of Garland, Texas Regional Director, and the CEO) these past two weeks, I found they were no better, which may explain the high turnover my Dad witnessed in four months. Their responses to my Dad's and my emails were condescending, dismissive and rude. The CEO and Executive Director were even worse on the phone.
I wouldn't let Arbor House take care of my houseplants, let alone a loved one. We don't trust them. Mind you, we can only speak for the memory care side but given how bad the management is, I can't imagine the assisted living side is any better. If you are seeking a memory care home for your loved one, make sure and do your homework and ask all your questions up front and in writing. Don't just go off what you see online or what the Marketing person tells you or how pretty the place looks. Be sure you meet ALL staff who will be involved in your loved one's care, directly and indirectly, particularly the Executive Director, head nurse, and whoever is in charge of the caregivers. VISIT OFTEN and stay for a while and observe not just how *your* loved one is being treated but how others are being treated as well. People with dementia and Alzheimer's don't really have a voice so it's up to their loved ones to make sure their loved ones are being taken care of properly in their final years.