The reviews for Chapters Living of New Braunfels present a highly polarized picture with many strongly positive accounts of compassionate, professional memory-care and equally forceful negative allegations describing neglect, abuse, and serious management failures. A large proportion of reviewers praise the community for its memory-care specialization, describing caregivers who are loving, attentive, and personally invested in residents. These reviewers emphasize staffed nursing coverage (including reports of 24/7 nursing), in-house medical care, aging-in-place capabilities, and a generalized feeling that staff 'know residents by name' and provide prompt medical attention. Several families singled out individual staff members (for example, Nichole/Nicole) and the front desk, housekeeping, and kitchen teams for being accommodating and communicative. Many reviewers also praised the facility aesthetics — calling it modern, brand-new, spacious, and well-maintained — and enjoyed the food, social dining, and a full activities calendar (church services, crafts, singing, snack times). These positive reports frequently highlight family communication, responsive management, and the peace of mind that comes from feeling that residents are treated like family.
Counterbalancing those positive reports are multiple, severe negative reviews describing neglect, unsafe care, and alleged regulatory and legal concerns. Complaints range from poor hygiene and filthy rooms to claims that certified nurses were not present and that some staff behaved abusively or provided rough care. At least one reviewer reported a serious health incident leading to hospitalization and said a state complaint was filed, money was refunded, and the resident did not fully recover. There are also reports of outbreaks or contagious illnesses (diarrhea) affecting residents, and at least one mention of an investigation into insurance fraud. Several reviews criticize management professionalism and consistency, with words like "horrible management" and descriptions of staff who were rude or disrespectful.
A recurrent theme is inconsistency: many reviewers describe the community as immaculate, well-staffed, and highly recommended, while others in the same dataset describe short staffing, rooms left unclean for days, and understaffing at night. Staffing instability is prominent in the negative reports — mentions of unpaid staffing agencies, use of outside agency staff, and an overall sense that the operation is large but lacks sufficient, stable staffing controls. Some reviewers note that new ownership or recent rebranding is in progress and that management has been taking steps to improve; others still describe ongoing problems. The presence of both glowing reports about a fresh, modern facility and separate comments about older carpeting or ongoing construction suggests either recent renovations/expansion or variable conditions across different parts of the campus.
Dining, activities, and social engagement are largely praised: reviewers commonly report good food, accommodating kitchen staff, active social programming, and caregivers who encourage engagement. These amenities are often cited as contributing to a home-like atmosphere and resident satisfaction. At the same time, a handful of reviews call out specific cleanliness problems in bathrooms and common areas (e.g., "ring around the toilet"), indicating that housekeeping performance may vary by shift or location.
Safety and regulatory concerns are among the most serious themes and are emphasized in several negative reviews. Allegations of expired licenses, no certified nurses on duty, abuse, and an investigation for insurance fraud, if accurate, would be critical red flags. Multiple reviewers reported limitations on visiting (notably COVID-era restrictions) which impacted family access and satisfaction — though some positive reviews also mention open communication and frequent access for families. Temperature control complaints (very cold rooms reported at 59–62°F) were noted by at least one reviewer and contrast with other reviewers who commented that common areas seemed cold but overall the facility was comfortable.
In summary, the reviews portray Chapters Living of New Braunfels as a community that can deliver very high-quality, specialized memory care with compassionate staff, strong activities programming, and modern facilities — according to many families. However, there are also repeated and serious negative reports alleging neglect, poor hygiene, staffing instability, regulatory issues, and potentially criminal investigations. The divergence suggests variability across time, shifts, or units: some families experience excellent care and strong management responsiveness (including reports of new ownership taking corrective steps), while others experienced severe problems. Prospective families should weigh both types of reports, ask about staffing ratios and certifications, tour multiple times (including evenings/nights if possible), inquire about recent state inspection results or complaints, and confirm how management addresses concerns and incidents. The overall pattern is one of generally strong positive experiences for many residents tempered by a smaller but significant set of alarming negative incidents that merit careful inquiry.
