Overall impression The reviews present a strongly mixed but ultimately nuanced picture of Sunrise of Franklin Lakes. A substantial portion of reviewers praise the community for its updated, attractive physical plant, abundant activities, warm atmosphere, and many examples of compassionate, attentive staff who help residents thrive. These reviews describe a clean, homey environment with large rooms, good food, frequent activities, meaningful social opportunities, and engaged leadership who are responsive to family concerns. That said, a recurring and serious theme across multiple reviews centers on the memory care (Reminiscence) unit, where a notable number of families reported troubling issues ranging from poor dementia support to hygiene and privacy violations. Because of this split, the overall sentiment cannot be summarized as uniformly positive or negative: assisted living experiences are frequently rated excellent, whereas memory care feedback is polarized with several strong negative reports and some positive ones as well.
Care quality and resident experience For assisted living residents, the dominant themes are positive: reviewers repeatedly highlight respectful, dignified care; staff who are warm, patient, and available; and many accounts of residents ‘‘thriving’’—making friends, enjoying activities, and being well fed. Multiple families reported quick, compassionate responses from leadership and nursing staff, seamless transitions, and continuity in medical oversight (including mentions of weekly doctor visits and hospice support when needed). These accounts describe a family-like culture where residents feel comfortable, engaged, and safe. In contrast, memory care reviews are frequently critical and detailed. Complaints include inadequate dementia training, staff inattentiveness, hygiene neglect (dirty nails observed during meals, reports of eye infections), privacy violations (staff entering bedrooms or not respecting residents’ privacy), and incidents of rough handling or not checking on residents overnight. Several reviewers alleged that reported incidents were not adequately addressed by management, and multiple families recommended installing cameras in bedrooms to ensure accountability. While some reviews explicitly praise the memory care unit and call it ‘‘top-notch,’’ the consistency and severity of negative reports about this unit are significant and a major pattern to note.
Staffing, training, and management Staff behavior and management responsiveness are recurring themes with both positive and negative examples. Many reviewers applaud individual caregivers, nurses, and administrators for being engaged, communicative, and acting in residents’ best interest. Some families say leadership is available and resolves issues promptly. However, there are repeated reports of undertrained aides (particularly on the memory care floor), caregivers distracted by personal phones, staff arguing about responsibilities, and noticeable staffing turnover leading to fewer familiar faces. Several reviewers described short staffing that produced delays in assistance for toileting or bathing. Importantly, multiple complaints assert that management did not adequately follow up on serious concerns, while other families explicitly state management was courteous and helpful; this suggests unevenness in accountability and complaint resolution depending on the specific staff or timeframe.
Facilities, cleanliness, and amenities The facility itself receives widespread praise: descriptions include beautifully updated décor, immaculate common areas, comfortable rooms, a welcoming reception, café access, and pleasant outdoor spaces. Many reviews emphasize that the building feels fresh, bright, and well maintained. Amenities and activities receive consistent positive mentions—residents enjoy a variety of programs, social opportunities, and on-site conveniences. Nonetheless, isolated but serious cleanliness concerns are reported (such as dirt under residents’ nails observed at mealtimes and occasional insect issues after rain). These specific claims are primarily tied to hygiene practices on certain floors rather than to the overall cleanliness of the building.
Dining and activities Dining is often cited as a highlight: multiple reviewers say residents love the food, and describe variety and accessibility (including cafe options). Activities are another frequent positive: reviewers note regular, engaging programs that help residents remain active and connected. Some families asked for additional options or more days of specific activities (for example, an extra yoga day or more outings). On the flipside, there are reports of operational dining glitches—long breakfast waits and missing menu items—though some reviewers also state that dining responsiveness improved over time. Cost is a consistent undercurrent: the community is described as expensive by several reviewers, and when dining or care quality issues arise—particularly in memory care—families question the value proposition.
Patterns, risk indicators, and guidance for prospective families The dominant pattern is a bifurcation in quality: assisted living is generally praised and recommended, while memory care elicits mixed to strongly negative feedback in multiple, specific ways. Because the complaints about memory care are consistent (training, hygiene, privacy, responsiveness), prospective families should treat those reports as significant risk indicators. Practical steps for someone considering Sunrise of Franklin Lakes would be: (1) visit and observe the memory care unit during different shifts, (2) ask about dementia training, staff-to-resident ratios, and turnover rates on the memory-care floor, (3) request the facility’s incident reporting and follow-up procedures, (4) inquire about hygiene protocols and infection control, and (5) clarify fee structures and what is included to assess value for cost. Some reviewers also recommend monitoring arrangements (e.g., cameras) when families feel that oversight is necessary.
Bottom line Sunrise of Franklin Lakes is repeatedly praised for its physical environment, many amenities, engaging activities, and a large number of compassionate caregivers who provide excellent assisted living care. However, there is a persistent cluster of serious complaints specific to the memory care wing—centering on staff training, hygiene, privacy, and management follow-through—that prospective residents and families should investigate closely. For families prioritizing traditional assisted living services, many reviews are highly favorable. For families considering memory care, the reviews suggest careful, targeted due diligence and direct conversations with leadership about the specific concerns raised by other families.
