Atria Grapevine

I am writing this review for the people who are trying to make the right decision with respect to their loved one. Atria Grapevine is not what they portray themselves to be. I want to first start with my overall experience with respect to the facility. This is based on my actual experiences for the 5 months that my mother lived in the facility.•They are chronically understaffed, and this leads to a level of service that was not anywhere near what they portrayed when they we first visited the facility. They didn’t have enough staff to:opromptly serve the residents their meals. ocheck on my mother as often as they said they would per the care level we paidocommunicate patient care effectively and promptly. This lead to medication not being stopped, not being changed, etc.•The food steadily deteriorated over the time we were there. When we moved in it was good, the menu was varied. By the time we moved out it was not as good as your average high school cafeteria •Maintenance and cleaning were almost non-existent. We had to make repeated requests for the lock on her door to be fixed, her toilette to stop leaking/running and to fix her a/c. The a/c unit for the apartment was woefully small for the square footage of the actual apartment•Even though you pay for cleaning, they are not very diligent and thorough when it comes to cleaning the apartment. I even swept some items into a corner to see how long it would take them to clean them up. They never did and I had to point it out to themNow we need to get into the financial aspects of the operation.My mother executed a lease in April 2019 and moved into the facility in mid-May. In the lease there is a clause that points out that if you are not physically living in the facility, you must pay your rent to keep your apartment but you are not going to be expected to pay for care, meds, etc.We noticed what we believed to be some billing issues and requested a meeting with the facility director in June. We discussed that per the lease we should not have been billed for the care and meds. Janie agreed that we should not have been charged and would get them credited back to us. We asked for a second meeting in July to discuss the issue from June as well as some other issues. This time the Medical Director was also included. We informed Janie that we were still looking for our refund for April and May. She was going to investigate it.More importantly we discussed that they had a new staffer who is charged with assisting the residents overnight. My mother complained that this new person was “mean” and when we asked what she meant she told me that “this lady asks me if I am just stupid. And that I need to help her “We were told that they had an idea of who this person was and that it would be addressed. Instead of terminating this person they simply transferred them to another job. After that fact we discovered that there had been multiple complaints about this stafferWe finally did get this credit to our account sometime in late July.There was change in Directors in October while my mother left the facility for a medical procedure. She was in the hospital and a rehab for the next three months. During that time was continued to be charged for the charges in excess of the monthly rent. We have repeatedly requested a refund of this balance with no response. To top it off, even though we were told that they could not accept my Mother back due to their assessment they did debit her account for the January payment. On an aside, my Mother was able to get into another facility at a reduced level of care.It does not appear that we are going to receive the requested refund amiably so “buyer beware” when it comes to Atria Grapevine