Overall sentiment about Mason Assisted Living & Memory Care is strongly mixed: a substantial number of reviewers praise the facility’s physical environment, activities program, and many individual staff members, while a significant and troubling subset of reviews report serious clinical and safety failures, particularly in memory care and during periods of staff turnover.
Facilities and amenities are consistently noted as a major positive. Multiple reviewers describe the campus as beautiful, modern, clean, and well-decorated with a home-like atmosphere. Families repeatedly praise common areas, apartment options, and services such as transportation, laundry, an on-site hairdresser, and pet-friendly programming (including kitten foster interactions). The activities program receives frequent compliments for being meaningful and varied — music classes, Bridge, Bible study, crafts, exercise classes, and social events are singled out as boosting resident engagement and mood. Many reviewers say their loved ones quickly integrated socially and benefited from therapy and structured activities.
Staffing experiences are polarized. Numerous reviews celebrate kind, compassionate, and attentive caregivers — names such as Kim, Reva, Mary, Cara, and Laura appear positively as examples of welcoming front-desk, activities, and nursing personnel. Several families describe smooth transitions, excellent communication, proactive nursing involvement, and caregivers who go above and beyond. However, many other reviews cite high staff turnover that produces inconsistent care. Periods when “regular” nurses or aides are absent correlate with lapses in attention, missed checks, and poor coordination. There are recurring complaints about understaffing (notably evenings), caregiver burnout, and a revolving door of aides and leadership that undermines continuity.
Clinical care and safety are the most serious and recurring concerns. Multiple reviews allege medication errors, improper medication administration, delayed antibiotics for UTIs, delays in testing for COVID symptoms, and delayed or absent responses to call buttons. Several accounts describe inadequate incontinence management, yeast infections, cellulitis, and poor hygiene leading to hospitalizations. Most alarming are the reports related to memory care: unauthorized ER visits, police involvement, threats to remove residents, discharge without guardian consent, alleged “patient dumping,” and statements attributed to staff that a resident was “not wanted here.” There are also descriptions of severe environmental safety problems (missing window screens, doors left open after hours, a resident attempting to jump from a window) that families cite as evidence of dangerous supervision failures. A small but vocal set of reviewers attribute resident hospitalizations and at least one death to neglectful care.
Operational and administrative issues compound clinical concerns. Reviewers report missing personal items (walkers, coats), inconsistent housekeeping (urine-soaked sheets, feces in toilets, lingering odors), and billing disputes such as post-move charges and many “add-on” fees. Several families describe defensive or confrontational responses from the Director of Nursing and other leaders, while others single out management that is communicative and helpful — indicating variability depending on who is in leadership. Multiple reviews call out high executive turnover and a problematic corporate transition (Spectrum takeover referenced) that some believe contributed to declining standards.
Dining and therapy/rehab receive mixed feedback. Many reviewers praise homemade meals, variety, and dining service as better than prior facilities; others say food quality is poor or special diet needs were not met. Therapy and rehab staff are often described as engaged and effective, contributing to functional improvements for some residents.
Patterns and practical takeaways: there is a clear pattern of strong performance when staffing is stable and leadership is engaged — families experience compassionate care, good communication, robust activities, and pleasant facilities. Conversely, when staff turnover or leadership changes occur, reviews describe a marked decline: inconsistent nursing, safety lapses, hygiene problems, and serious clinical mistakes. Memory care appears to be the area with the highest risk based on the reports: multiple allegations involve potential rights violations, inappropriate transfers, and law-enforcement engagement.
Recommendations for families considering Mason: weigh the facility’s strong environmental, social, and activity-based advantages against documented and recurring clinical and supervision concerns. For prospective residents — especially those with higher medical or behavioral needs — ask specific, current questions about turnover rates, staffing ratios by shift (especially evenings/nights), recent clinical incidents and how they were resolved, policies for medication administration, infection response protocols, memory-care safeguards, and billing/extra-fee practices. If you move forward, maintain active, documented family involvement: meet the Director of Nursing and executive leadership, get names of primary caregivers, establish clear communication routines, monitor charts and medications, and visit during off-shifts to observe staffing and care consistency. The facility shows capacity to provide excellent care; however, the reviews indicate variability that families should probe thoroughly before making placement decisions.
