Brookdale Goodlettsville

My rating is 2.5: In addition to all the issues shared in this survey, I was dumbfounded that their primary phone number was not in service. I was advised by staff that it had been out of service for a long time. Families who may not have been provided a cell phone number for staff as an alternate contact could not reach their loved ones. This is absolutely abysmal business practices. It took me no less than three months to finally get Brookdale to get me a correct invoice that reflects the correct, lower amount. I am a retired insurance executive and my job required that I understand how to read and write contracts and even I had to ask questions on how to interpret a few clauses and exhibits in the contract. The question I asked myself after going through this horrid ordeal was; "how many elderly spouses who had to place their wife or husband in that facility would actually know how to confirm that the amount they were billed is correct and simply paid an overly inflated billing. Brookdale blamed all of it on a system problem so I'm wondering how long that had been going on and how many families were ripped off before I rejected the first invoice. I was firm in my response that I would not remit any funds until they sent me an accurate invoice. Apparently, they weren't too interested in getting their money because it took them forever and a day to get the mess straightened out. For clarification, invoices are not generated by the corporate office but rather the Goodlettesville facility. At one point, I received a call from Brookdale corporate office telling me I was very delinquent in paying my sister's billings. At this point I was beyond frustrated with Brookdale and was not too kind in my response. I explained that if the corporate office wanted the overdue rent and care costs, they should contact the Goodlettesville facility and ask them why it is taking months to fix their systems. At that time my sister was paying almost [fee removed] a month and as her POA, I darn well expect an accurate invoice. I worked in the service industry for 50 years and had a staff reporting to me for most of those years, including accounts receivable; and I would not have tolerated such incompetence. Thank goodness, I have not had any problems once they corrected their systems. 2. Cleanliness. To say that the housekeeping in this facility is less than desirable would be an understatement. My niece visits at least once a week and sometimes more. It is rare, if ever that she has not had to do the housekeeping. She has had to vacuum multiple times, including on days they had already cleaned but did not vacuum. Many times she had to clean a filthy toilet bowl with feces all over the toilet and even on the wall next to the toilet. She purchased a different raised toilet seat to remedy the most serious problem but the toilet bowl, at times, still needs a good cleaning. My niece did this of her own volition and despite the frequency of this problem, Brookdale never contacted any of us to buy a raised toilet seat with no space between the seat and toilet. They also make the bed haphazardly without tucking in the sheets. My niece and I have had to remake her bed almost every time we visit. Just to clarify, the facility lobby and common areas are nice and clean so this is a tenant apartment problem only. Lastly, the facility has lost more than a few articles of clothing. I realize through experience with my elderly mother that this is a common thing in most memory care and assisted living facilities, despite name labels on clothing; however, this facility has very few residents so you would think this would not be a common occurrence. 3. Friendliness of staff. I must admit that every employee my niece and I have been courteous and friendly. They have all been very sweet and kind to my sister, [name removed] All are very likeable, however, that doesn't mitigate the numerous issues we have with this particular facility. 4. Quality of care Staffing shortage has been a chronic problem. It's like a revolving door. Things requested by family are not always addressed in a timely manner by staff. The one thing staff has been really good about is calling me on the few times when [name removed] has fallen. She has a terrible neurological condition that puts her at great risk of falling so this should not be interpreted as Brookdale being responsible in any way. 5. Meals/Dining Alternative meals are extremely limited when the main course is not desired. [name removed] has eaten grilled cheese way too many times. 6. Activities There are no outside activities offered at this facility and there are no "daily" exercise classes to help residence with general activity to keep them active and mobile. 7. Value for Cost [name removed] rent increased by over [fee removed]for so called standard of living increase and she was several months shy of being a resident for a full year. Even without the [fee removed] increase and all things considered, the value for cost is just not acceptable on any level. The facility has been given notice that we will be moving [name removed] will be vacating her apartment on [date removed removed]. Her son and daughter in law, [name removed], are remodeling their home to accommodate her disabilities and will be [name removed] permanent guardians and POA agents.

It took 3 years for my Mother, to finally come to the conclusion, that it wasn’t safe for her to live alone anymore. My siblings and I,worried constantly about her, after Dad passed. When she finally made the decision to go to an assisted living, she chose Brookdale Goodlettsville. She actually has a life again! She’s happy, has friends, loves her apartment that she was able to decorate, and is finally @ peace. She is not afraid anymore. The staff is precious! I haven’t had any complaints from her about a single person!!! I see them love on her all the time!! They are kind and compassionate. She has activities to choose from every day, and keeps busy. I gave a short review when she first moved in. She’s been there since [date removed], and it’s been great for her overall mental, physical, and emotional health. I do recommend you check them out if the need arises. I love that this facility is one level as well!! Ive never had any issues with communication from the staff!

My loved one was previously a resident at Brookdale Goodlettsville. They seemed to have a lot of staff turnover, and I believe they may have just had some management changes. She was there roughly 45 days... I was there 40 of those, mostly to try to keep her happy, but also because they sometimes would drop the ball. I loved the majority of the staff, but some things I had to address several times. The food was one of her main complaints. Overall, the food was very underwhelming and they didn't offer any options when she couldn't eat something or didn't like it. There was a menu online, but I guess that hadn't been used for some time (even though the dates were current). The facility as a whole was so homey and that was the major draw for us. I would recommend it for that reason alone, but she wasn't really happy there. Part of that was just because she had wanted to remain at home, but the disorganization really irritated her. I think they did their best to try to get her involved or keep her spirits up, but I don't think she would have stayed there much longer if she had improved health.

5 stars for all! The staff have been very welcoming to my mom and are very caring. The facility has been great. We have been happy so far.

When in a situation needing care for a loved one, with that comes desperation or that is how I felt. In hindsight I truly feel I was pressured to put down a deposit so I wouldn't lose a possible room for my mother. My mother ended up falling and needed care they couldn't provide. We didn't get any of the deposit back. They only care about the money.

Overall experience would be higher if this facility could have gotten the billings right. My sister was admitted on May 23rd and we just got the billings agreed upon a few days ago. It also took them too long to assess her care plan and I had to call them to get care costs reduced because she was no longer receiving assistance getting dressed nor escort service to and from the dining room. With respect to cleanliness, the facility is nice and clean but had trouble with housekeeping in her room. Family members have vacuumed a few times and her sheets were never changed. The first time was a month and second time was two weeks. It should be done weekly. We had a rough start but I'm hoping we turned the corner and past mistakes have been rectified. I love the staff!

We had a great experience with the staff and the facility. My mother was only there a few months, but the communication and interaction was excellent then. I would recommend to other families.

I'm very happy with them, and most important mom is very happy. It's a wonderful environment. I highly recommend. Mom really enjoys Bingo. She also works puzzles with her friends.

I felt they did everything awesome - they genuinely cared. Can't say enough good things about Brookdale. Food could've been better according to my mom. Everything else was exceptional - staff especially. Love those folks[names removed] were instrumental in our experience.

Brookdale Goodlettsville has been a night and day experience for our family. The staff and the care our loved one receives is exceptional - this communities strongest asset is their friendliness and the genuine care and concern they show for their residents. Even when our loved one would have to go to the hospital they would check in on him. Unfortunately due to his level of care we had to move him but they have still checked in with our family. The meals are great and he was encouraged to eat in the dining room - the staff would introduce him to other residents and engage in conversation with him. They were truly amazing.

Place for Mom was a great help in providing options for my grandmother. She has been at Brookdale in Goodlettsville TN since [date removed] and is doing well. 5 stars for all, this has been an excellent choice for my grandmother. We do not have anything bad to say about it

They made sure all my questions were answered and were extremely helpful. They have a staff that is the best I have ever dealt with. The cook is outstanding. Have been impressed by the quality of all meals. Activities are outstanding Very fair for quality care residents receive

Brookdale Goodletsville is wonderful. The employees are excellent, every single one of them and take really good care of our family. Most of the staff have been there a long time, and they're all very professional and well trained, including the nurses. The entire staff is very kind and compassionate. The entertainment coordinators is always doing things for the residents and having activities. It's an excellent place.

The staff members at Brookdale are very friendly, courteous and helpful. Our loved one has really improved her health since leaving home, she is well taken care of. They staff are always very quick to answer the residents call lights and based on our experience we would recommend the community to other families.

The staff gives a lot of attention to the residence and everyone is very friendly. The communication was good between the staff and the family and they returned calls quickly. I would recommend this community to others

All of the staff is wonderful. [Name removed], [name removed] and [name removed] have made the transition from living at home to assisted living mush easier on our parents. It is comforting to know that our parents are fed, entertained, and well cared for everyday of the week. [Name removed]