Overall sentiment across the reviews for Mattison Crossing is strongly mixed and polarized: many families and residents praise the community, especially front-line caregivers, while substantial and recurring complaints focus on management instability, staffing shortages, inconsistent care quality, and communication or safety failures. The dominant positive thread is the frequent, heartfelt praise for individual staff members—nurses, aides, activity directors and front-desk personnel—who are repeatedly described as compassionate, attentive, and invested in residents’ wellbeing. Multiple reviews name specific employees (for example, Sandra, Monique, Lani, MaryAnn, Devi, Christy, Carmela) and credit them with providing notable, often above-and-beyond care. Memory-care programming, social engagement, and activities are another consistent strength: reviewers describe vibrant calendars, off-campus trips, concerts, frequent social opportunities, and activity staff who create a meaningful daily life for residents. Many families report that their loved ones made friends, regained confidence or independence, and felt at home. Facility aesthetics and amenities also receive steady praise—renovated spaces, a town-square style area, a cafe, courtyard/outdoor areas, spacious common rooms, and clean, bright interiors contribute to a resort-like impression for many visitors and residents.
Despite these positives, a large cluster of concerns recurs across reviews and merits careful attention. The most frequent negatives are organizational: repeated reports of management turnover, an episodic decline in service after leadership changes, and inconsistent communication from leadership about clinical issues, policy changes (notably Kashrut/dietary adjustments), price increases, and billing. Many reviews describe an apparent mismatch between the community's polished appearance and the operational reality: while the building and programming often look excellent, families report variable caregiver staffing levels, slow response times to call buttons or pendants, weekend and night shortages, and equipment failures (broken elevators, coffee machines, pendant systems). These staffing and infrastructure gaps are linked in several accounts to concrete safety problems—falls, delayed emergency responses, poor wound care, weight loss and hospitalizations, reports of bedsores and dehydration in the most severe cases—and to troubling allegations of neglect or mismanagement in hospice care. A minority of reports go further, alleging mishandling of finances, threats of eviction, improper removal of belongings, or even fraud; while these are not universal, the repetition of such serious accusations increases the signal that some families experienced significant grievances.
Dining and dietary services are a mixed picture: some reviewers praise a talented chef and kosher offerings, noting nutritious meals and positive culinary experiences, while others describe a decline in food quality, frozen/fried or salty meals, portions that are unsafe for residents with swallowing issues, and surprise changes to dietary practices. Communication about these changes is a specific pain point—several families reported discovering policy or menu changes via tiny print notices and feeling blindsided. Similarly, while many reviewers applauded the activity staff for creativity and resident engagement, others observed diminished programming, fewer outings, or less frequent activities after staffing reductions or during/after COVID restrictions. COVID-era visitation rules were a repeated stressor—though safety measures were often praised, families also described difficult, prolonged access restrictions and poor visibility into residents’ daily health during lockdowns.
Another prominent theme is inconsistency between units and shifts: some reviewers emphasize that upstairs or memory-care teams are outstanding and that certain aides or nurses are exceptional, while other shifts or departments are criticized for being inattentive, rude, or undertrained. Reports of aides sleeping or using phones on duty, language barriers, and non-certified caregivers in some accounts raise training and oversight concerns. Maintenance and operational reliability also showed variability: several reviews cited long elevator outages, delayed maintenance updates, or supply shortages that affected residents’ comfort and daily life.
In aggregate, the reviews paint Mattison Crossing as a community with many real strengths—warm, dedicated caregivers, lively activities, attractive facilities, and the capacity for excellent individualized care—tempered by systemic and management-level weaknesses that have, in numerous accounts, led to declines in consistency, safety, and value. The pattern suggests a community where the quality of an individual resident’s experience depends heavily on current leadership, staffing levels, assigned caregivers, and the most recent operational changes. Prospective residents and families should weigh both sides: ask specific, up-to-date questions about staffing ratios (especially nights and weekends), average call-button response times, turnover rates for executive leadership and nursing, recent incident reports, dining and dietary policy changes, and how the community handles billing and refunds. It’s also prudent to request to meet key care staff, observe a meal and an activity, tour both assisted-living and memory-care areas, and speak with current families about recent trends.
In summary, many families clearly feel grateful and secure because of exceptional individual staff members and strong programs at Mattison Crossing; simultaneously, a significant and repeated set of complaints about management, staffing, communication, safety incidents, and inconsistent service quality suggest risk for those who experience the community during periods of staff shortage or leadership transition. The reviews recommend close, current due diligence: verify staffing and leadership stability, confirm clinical oversight and emergency procedures, and get written clarity on pricing, dietary policies, visitation rules, and escalation/complaint resolution processes before committing.
