Mustang Creek Estates - Keller

Grate Righter

Mustang Creek Estates on Rapp Rd. In Keller is an assisted living facility for elderly and handicapped individuals. On first inspection of the facilities, they appeared to be acceptable. However, problems became evident shortly after admitting my aged mother in July-August of 2022 for assisted living care in Building E of the complex. The caregivers were negligent in giving my mother her medications at times. This was evident when I acquired (with much resistance from Mustang Creek) the medical administration records, which showed they never gave her blood pressure medication and rarely took her blood pressure. One time the caregiver had taken her BP, looked at the reading, and said, "I don't know what this means. I'm just pretending." "I don't know what this means. I'm just pretending" is an applicable theme for Mustang Creek in all they do. They promise to check in with the residents every two hours. This does not happen, and there have been stretches of twelve or more hours with no one checking on my mother, despite her pressing her call button. A caretaker also took the call button away from her for the evening/night shift, and only returned it after she insisted on it. One evening they did not serve her dinner and she called me at 8:30 p.m. I had to go to Mustang Creek and ask them to bring her food. One caregiver told me “I don’t work in this building and didn’t know that room was occupied” and the other caregiver had ignored the call button for a few hours and told me food was not brought to her because they “didn’t have time.” They promise to do laundry every week and as needed, and this does not happen. Instead, they take the dirty laundry, and it is days until it is returned to the resident. In addition, they frequently lose clothes, sheets, and towels, or bring her other people's laundry by mistake. As a result, on multiple occasions, my mother didn't have anything clean to wear or sheets to put on her bed, despite her having multiple sets available. When addressed with the staff, some caregivers openly admit this is a problem inherent in Mustang Creek, not just this building. They also promise to do a "deep clean" of the room every week or as needed, and this also does not happen. Even “light” cleaning is rarely done. This is even more concerning because of the lack of sanitary measures – they put on gloves, provide incontinence care, then bring a resident a plate of food or touch things in the room while wearing those same dirty gloves. Soiled items from this care are thrown onto the carpet in the room on a regular basis. In three months of residence, they vacuumed her room precisely one time. Then there is incontinence care, which is spotty at best. Particularly at night, checks and changes are infrequent, sometimes going for ten or more hours and resulting in wet bedding and night clothes that need to be changed and washed. It would not be this way if the care were up to the standard Mustang Creek promises. Often, they throw soiled items from this care in open trash cans, leaving them there for days to fester and stink, along with the soiled clothes and linens which result from lack of adequate care. I have determined that the problems at Mustang Creek Estates in Keller are systemic. They have two caregivers on hand to care for 14-16 residents. That involves all cooking, cleaning, laundry, incontinence care, medicine distribution, and other care. That is too much for two people. Couple that with the unfortunate truth that the caregivers are not well trained or don't care (or both), and you get inadequate care for your loved one. They have one washer and one dryer in each building for all residents' laundry, most of which are soiling their clothes and bedding daily. It's not enough. After repeated discussions with the caregivers and administration brought no change in the quality of the care, other than to generate some childish passive aggressiveness each time we asked for some basic tasks to be done for my mother, I made other arrangements and moved her out, paying the penalty of the required 30-day notice. During my mother's stay at Mustang Creek Estates in Keller, I had a camera in the room (a legal right I encourage everyone to leverage), and we recorded video/audio of repeated negligence on the part of the staff. Everything mentioned here, I witnessed personally, recorded on video, or both. If you are considering Mustang Creek in Keller, I encourage you to keep looking at other places. Mustang Creek Estates in Keller is rotten to the core.

SARA

THE STAFF IS GREAT HERE!! MY LOVED ONE IS SHOWN SO MUCH LOVE FOR THE STAFF AND THEY ALSO SHOWN THAT SAME LOVE TO OUR FAMILY. A MILLION THATNKS TO EVERYONE WORKING THERE. WENDY IS A GREAT DIRECTOR AND ALWAYS CALLS AND ANSWERS MY QUESTIONS AT ANYTIME I NEED HER.

Provider Response

Merrill

My family is so happy with Mustang Creek Estates. We moved my mother here last year during the COVID. They have about 5 houses and about 12 people in each. The people working seem nice and that they care about my mom. The rooms aren't big but the house is clean. She is eating good meals and seems really happy. We are really thankful for all they do.

Provider Response

Karen

We chose Mustang Creek Estates - Keller for my mom because of the cleanliness and the organization. She is in the memory care, and the staff there is very nice. They prepare the meals right on site, and everything smells good. There is room for improvement though, but the facility is decent. They do puzzles, bingo, card games, and there's always TV to be watched. They have so many activities that it's really impressive. There is a courtyard that is fenced in the shade, and there's nice patio furniture out there.

Provider Response

Sallie

My father-in-law was in Mustang Creek Estates Of Keller. The rooms were great. It's a fairly new building; I guess late 1980s or 1990s. It has hardwood floors, and the rooms were nice. I didn't care for the staff at all. The front office is difficult to work with. Once you get past the marketing person and you have to deal with the real people -- the people you see day to day -- they're not a very welcoming set of folks. The food changed a little. Before the pandemic, the food was good. They got hot meals that were prepared in-house, and each house has their cook and helper. It was nutritious, it was hot, and it was always on time, so it was pretty good. They told us that there were activities and that they were on the calendar. But we never saw any of that happen; not in any of our visits did we see any of those happen. When my father-in-law got there, he was fairly high functioning. But anytime we were out there, they were gathered in the front room and they were just watching TV. So we never saw any activities.

Provider Response

Jeff

Mustang Creek Estates - Keller was very nice, but it was too small and confined. It didn't really have a very big courtyard at all, it was very, very small. It was more homey. I think they had separate buildings and it was, I think it was only 17 residents per building, or maybe 14 or something like that, so it was just too small. It just didn't fit my mom, but it was nice as well.

Provider Response

KLKwiecinski

The day mom moved in to her room, floor was not swept and the bathroom covered with urine and other filth. Throughout the month of mom’s stay at Mustang Estates, , we frequently noticed her not returning to her room in the evenings. We finally learned she was often sleeping in other residents’ rooms. It was obvious that the residents were not being closely monitored when we witnessed residents taking drinks out of mom’s refrigerator and other objects out of her room. None of this was totally unexpected in a dementia unit, but the lack of monitoring was surprising. We made frequent visits to the Estates and often found mom in “dirty” briefs with dried feces on her legs. We also noticed a lack of liquids being provide to all residents and noted that other residents weren’t changed regularly either. One night we found my mother sleeping in an empty room on a dirty floor covered in her own feces. On this evening, there was only one caregiver for more than 10 residents

Provider Response

Marnie

I have chosen Mustang Creek Estates Keller for my dad. It was OK. However, I don't know if I can blame them because the restrictions on moving him in made it very difficult and very expensive. They wouldn't let us move his furniture ourselves, and they made us hire a moving company that only they wanted to use, so that was an additional cost. They gave me the impression that my dad would have more freedom than he does, but it was a lot more restrictive than what they said it would be. I also don't think they have any activities for these people. I have not seen anything that says that they have something to keep these folks busy or anything for them to do. There are just no activities, so I'm not really thrilled with it overall, but the maintenance and cleanliness are excellent. The facility is very nice, very clean, and very well decorated, and it almost looks like a home.

Provider Response

Reviewer32020

Mustang Creek Estates Keller was a good looking place. It looks like they took care of the people real well. The kitchen area, the dining area and the community area were real nice, and the rooms were good, too. I was impressed enough to give them the community fee.

Provider Response

Theresa

We went to Mustang Creek Estates. I had excellent comments for the assisted living, but negative comments for memory care. The assisted living was very warm, welcoming, and the staff was excellent, I would give them 5+. The facility was very nice, very homey, and clean. The memory care was more institutional feeling and it smelled very badly of urine.

Provider Response

Betty

Mustang Creek Estates - Keller seems to be taking very good care of my husband. He escaped the first day he was there, but the police took him back. We discussed it, and they fixed the windows so he can't open them. He seems to be doing real good and is happy there. The staff is good and cares for the residents. I don't have anything bad to say. They feed them good food. He's in what they call a pod with 16 people in there. It's one building and they're all memory care, and they have three people that take care of them, feed them, and cook. They put puzzles together, and he goes out and waters the plants. They're just a little restricted in the care they can give. Once the residents get to a point where they can't get out of bed or go to the bathroom, they need to be put in a more intensive care area. The food looks and smells good. They're brand new, clean, and really nice buildings, and they have a new activity director.

Provider Response

Not MCE

Nice facilities. Nice concept. BUT, very very poor execution of concept. No cooks. Whoever they hire is a cook. No requirements. Food not good. Medicine not given on a regular schedule, or just left for resident to take on their own. You pay for laundry services. A joke, may do it or not. One older gentleman was to do all the repairs and upkeep of the facilities. Maintenance was long and far between repairs! Not a good place. Service, repairs food, medicine really bad.

Provider Response

Jack

Mustang Creek Estates - Keller was a nice facility. The lady was very professional. I looked at both the assisted living side and the memory care side. They had a bunch of different levels of care, which made them a little pricy for what you are getting. It was clean, open, and their setup kind of reminded me of a summer camp cabin because they had individual buildings, which I found interesting. The rooms were very nice. As soon as you enter, there's a big meeting room, and there were ladies in there playing cards.

Provider Response

Candice

My grandmother moved into Mustang Creek Estates, and I really liked it. Her room is a decent size, has a lot of windows that allow light in, great closet space, and a large bathroom area. They have outings on a schedule is given to the residents on a monthly basis, and different activities, like card games, Bible study, and book clubs. My grandmother said that most of the time the food is really good and home cooked.

Provider Response

GG56

Melissa M, the house manager/supervisor in house A at MCE, Keller is head & shoulders above the rest. My mother has made this her home since it opened in October 2011. We have seen employees come and go, and Melissa is the best—past and present. Under her watchful eye, the common areas as well as residents’ rooms are spotless. Melissa is always available whenever they are short staffed, simply because she loves her residents. She is a very dedicated employee and never leaves her house unattended. The current ED, Sherry C, is doing well and actually is on site working hard which is refreshing as some places the management is never there to help assist with their residents and staff. She works well with her staff and listens to their concerns.

Provider Response

DA

My mom was at Mustang Creek Estates – Keller. It's assisted living with a memory care unit, but they did not have nurses around the clock and very limitedly skilled people. She was falling, wasn't eating well, lost a lot of weight, and they weren't able to take care of hardly any of that. The staff is only as good as they require them to be, and a lot of them really try, but it just wasn't adequate. The room was quite a bit smaller, but it was clean most of the time. The people who worked there cook, wash dishes, scrub floors, change residents' clothes, clean the bathrooms, give baths, and give medicine. They did everything, so they weren't specifically trained. It just wasn't a good format the way they had it set up. The facility was newer and actually very nice-looking, but they had sandwiches a lot for their meals. They didn't serve them big portions and sometimes they were extremely small. They'd give them food without giving them a napkin, and sometimes they'd give them tap water out of the tap. They didn't serve them with very much dignity is the best way to say it. Sometimes they didn't have a lot of patience with them, and they didn't do nearly as many activities as they should, so residents spend a lot of time in their rooms. The activities were nice when they did them, but they just didn't keep them very busy. My mom was in this facility for ten months, and she lost ten pounds in two weeks because she was eating and falling. She also has a blood pressure problem, but they didn't have a blood pressure machine, which was kind of ridiculous. I moved her out two days early and I had already given notice. I have filled out a form requesting that they give me a refund for those two days, but they told me they will not refund those two days. I really don't think that's very fair because it's not my responsibility to make sure that they're doing their job, and I only moved her because of the lack of care she was getting there.

Provider Response

lmartin1

This community in Keller is truly "home like" from the staff to residents they will welcome you in as if a part of their family! I have never seen such a dedicated hard working team of care professionals. Your loved one will be in great competent loving hands at Mustang Creek in Keller.

Provider Response

FTWJohnny

My Mother is in the Memory Care side of Mustang Creek. We love the facility and the small house concept. Our concern comes from the lack of qualified care givers and high turnover rate. Recently, there appears to have been a "house cleaning" of the staff. The people in there now seem to be on their A game, but it still feels like they are short handed. The great part is the company is transparent, open, and constantly improving. Despite the adjustment pains, I couldn't imagine our Mom anywhere else and neither could she. She feels Home which is a great compliment in itself.

Provider Response

22jksn

The food is poor to average based on a 5 star rating. It consists of average cuts of chicken, pork and beef. Salads are mostly ice berg lettuce. The staff is shorthanded. Turn over seems to be a problem especially on late night shifts. Overall the 3 star rating is fair based on what I have experienced in my stay here.

Provider Response

Kat59

I'm a home health nurse with several patients at Mustang Creek. From the top down the staff and management work extremely hard to provide exceptional care to their residents. I have never gone into a residents room and found it dirty or smelling of inconvenience. I travel to various Assisted living facilities around Keller and by far this is my favorite place to see residents. I would place my loved one here! Cindy the house manager has got to be the best I have seen and their ED is actually on the campus working hard which is refreshing as some places the management is never there to help assist us nurses with their residents. I absolutely love this place.

Provider Response

MDM833

We moved mom here a few months ago and she is so happy! Before we moved her here, she wasn't wanting to leave her house or even wanting to eat at times. The staff are always giving her attention and making sure all her needs are met. Lindsay and Elizabeth were so wonderful in helping with the move and making her feel so welcome! Thank you Mustang Creek family for putting a smile back on mom's face and giving my sister and I peace of mind!! Yours truly, MDM

Provider Response

Chrystie

We just moved my Father out after 10 months in Memory Care. He was admitted to the emergency room with pneumonia and sever dehydration. Our expectations were much higher for his care. Sever dehydration in a Memory Care facility is neglect. While most of the care givers were very kind its a shame 3 of his hearing aids were lost. The laziness of the work force in general is tough however the management at the Keller facility has their head in the sand. Our mothers regular visits were met with eye rolls and no returned phone calls on concerns. This chapter of life is very difficult. Don't let the marketing department romance you.

Provider Response

David726576

Mustang Creek Estates was OK; it looked like a nice place. The rooms were adequate, and the staff was very nice and very helpful. It looked like a house, so the dining area was in the middle -- like anybody’s home dining room next to the kitchen -- and it was nice. I liked the place. It was unique, and for certain situations they would probably work out well for certain people.

Provider Response

P.G.471573

My dad stayed in Mustang Creek Estates for four years. It was generally good. The staff and services were good. They have single person rooms divided up into houses where there are 15 residents in each house. They have three levels of care: three houses for assisted, one house for more than assisted, and memory care. Each house has a dining room for the 15 residents. They all basically have the same floor plan. I like the concept of a smaller house because you have more individualized care, and the staff is very caring.

Provider Response

Caring83407350

I placed my mother in Mustang Creek Estates. I chose it because of the condition, the set up, and the economics. She has only been there for a couple of weeks. The place is clean, safe, and well monitored. It is in a residential area. They have an activities director who does things in the facility. There are eight different houses with the meals prepared in each house, and they are very good. The only problem has been with some of the administrative details in the front office.

Provider Response

Savy1

My Father just moved in to this place and he really wants to be back at home but that is not an option anymore. My sisters and I have been very pleased with the staff so far, they seem to really care and answer all dads questions. This was a fast move for our family and the Administrator at Mustang Creek has been truly amazing.. She made time for all of us even after hours, and when she told us she would take care of all our concerns that is exactly what she did. So far we are very pleased here.

Provider Response

Visitor 424441358

I really didn't like Mustang Creek Estates, but I thought the staff was really great, friendly, and very knowledgeable about Alzheimer's. I found the room to be very plain. There were 12 people in each building, and I didn't like that because they have to walk every day to another building to do stuff. I felt it needed to be updated because things were a little shabby. The place was clean, but there was chipped paint on the doors and the cushions on the floors looked like they had been there since they opened.

Provider Response

Unhappy Visitor1

I have my mom in memory care at Mustang Creek as well as have a private sitter who is a companion who also helps me take care of her. It’s a little different; instead of being a big facility where everything is under one roof with multiple floors, it’s made up of separate houses. Each house has 15 residents, and you have a kitchen, living room, and dining room, then your actual room is around the back. It's set up like a horseshoe. It’s more like a home than a facility and has a more home-like feeling. My mom’s only been there since the end of November, and so far, so good.

Provider Response

Anonymous116459850

I visited Mustang Creek. The staff was great. They were a model of retirement care as opposed to everywhere else we went. Mustang Creek was set up like a home. Instead of having one big building, they had a lot of smaller separate buildings with about 20 residents per building. Their living environment was designed as if you were living in a home as opposed to living to a facility. They had lots of trees, and it was set in a residential area, so it did not feel like a commercial corporation. Every building had a separate kitchen that served the 20 residents. It was not like some big cafeteria setting at all. It was very relaxed. My father has not moved in yet because there is a waiting list; however, when we do decide to finally make the move, that will be the place. None of the other places came close.

Provider Response

anonymous115196850

My mom is moving into Mustang Creek, which is half the distance from me than other places. It’s a small unit. They have two houses, and each house each had their own kitchen. The food that I saw looked very nice, and I liked the set up. They have a lobby/living area with large tables and comfortable seating. They have a Community Director that is assigned to memory care, and it looked like they have a lot of activities that my mother would enjoy, like a walking club. The only criticism is that the individual rooms are small.

Provider Response

Keren1

We found Mustang Creek Estates for my mother-in-law and it’s working out just fine. The staff is very nice and very caring. The caretakers are very caring; they take good care of her and they’re doing a good job. Her room is clean; she has a shared room and it’s adequate. It’s exactly what she needs; no complaints.

Provider Response

Caring113366050

My mom is in Mustang Creek. Everything is fine. The staff is good. They provide transportation and outside activities. They have everything that we need. The quality of the place; what they provide; and the prices, helped us choose the place.

Provider Response

Nelda4

It's homey and friendly, and the people that are working there care about the residents. Each resident has their own room. They have a living room, a dining room, and a kitchen upfront and then along the side halls they have residential rooms that are of adequate size for a twin bed, a recliner, a TV, an extra chair, and a refrigerator. The food is excellent according to everybody that I had spoken with. They do have activities for the ones that are interested. They go to Wal-Mart or Target once a week, and sometimes they take them out to lunch if they want to go and other outings. My father is happy and content, and I am too. Mustang Creek Estates has individual homes that have about 14 residents in each of them, and it's an excellent way to do things.

Provider Response

Caring105857450

My mother-in-law is in Mustang Creek. The staff is very knowledge and caring. The rooms are small with a bedroom and a bath. What we like with that facility is that each individual building has a kitchen with 8 chairs in a table and it is clean. They had cards, dominos, and bingos. What impressed me most is the care she got because there is a ratio of 13 people in each building. They cook their meals and take care of the medicine. The community appeared good, and the security and safety is good.

Provider Response

D. Grant

I am so appreciative of the care that the staff of Mustang Creek provided for my mom. I knew from the first day I visited the facility that I had happened upon something very special. Mom enjoyed her time there and was very fond of each of her caregivers. The staff gave me the freedom to leave town for brief vacations knowing that mom was in loving, capable hands. Until mom entered Mustang Creek, I couldn't have much of a life outside of her care. The staff made it possible for me to travel (and sleep) with the peace that mom was in good hands. The facility is amazing. The concept of senior living is the best I've ever seen. Thank you for all your help, care, and expertise in this area.

Provider Response

JennD

My family member was in Mustang Creek Memory Care Keller. I do not recommend this facility. My family member received very poor care. Several serious medication errors were made. Staff did not seem well-trained in how to handle Alzheimer's/Dementia patients and staff turn-over was frequent. Their communication with family was severely lacking. Many very serious and important things I found out second-hand, having never been notified by the facility. Although they present the home-cooked meal by staff as a huge plus and advantage to living there, it actually is, in my opinion, detrimental to the care and oversight of the residents, as they only have 2 staff members for 14-16 residents per home (at the time my family member was living there). And when those 2 staff members also have to cook 3 home-cooked meals a day and clean it up, who is watching the 16 memory-impaired patients? And at night there is only 1 staff member on duty. The positives I can say are that when I did talk with staff they were polite. And the facility itself is new and very nice. But I can honestly say I have refrained from detailing several incidents regarding lack of care that I could cite here. I am trying to keep my review stern enough to warn others, but not a personal attack on individuals. We ultimately had to pull our loved one from Mustang Creek and place in another memory care facility, at which the care has been outstanding.

Provider Response

Caring7888

I visited Mustang Creek for my parents. It was good. The rooms and dining room were OK. The staff was good.

Provider Response

Caring99119050

Mother is not fond of the layout at Mustang Creek Estates because you only have one bedroom, and then you share everything else. It's not like you have your own little apartment thing, but other than that, it is a really nice place. It is very clean, and there is a walking sidewalk around all the buildings. It has separate little buildings, and you only have a few residents in each building, so it's more like a homier family kind of thing. The staff was absolutely magnificent there, and they were really wonderful. They have a bunch of things they do. They take the residents places, for appointments, to the stores, and everything else.

Provider Response

Barbara103276850

Mustang Creek is quite beautiful. It has 15 separate buildings with yards and parking between each of them. Inside is a huge open room for dining and social activities. On the social activity side of this big room, it would have sofas and coffee tables and a big television. The residents will play games and things in there. To my knowledge, all the rooms are the same, but it's quite lovely. Each house is separate, but each home looks a little bit different than the others, and they each have their own parking lot. They have a cook in each home who serves only their people which is about 12 rooms. In their 12 rooms they only allow one person per room. It's a large room with a private bath, which is lovely. My dear friend lives there, and I pick her up at least twice every week and take her to church. Frankly, I feel very comfortable at Mustang Creek. However, my friend has had complaints about it being noisy in there and disturbing her sleep.

Provider Response

Laura36

Mustang Creek Estates has assisted living part and memory care. The staff bends over backwards for their residents. It's an estate that has 7 different houses, and each building is set up like a home. You walk in, you have a living room and a nice fireplace with a big screen TV. Each house has an independent kitchen and a nice dining area with regular dining room furniture instead of cafeteria or institutional furnishings. The hallway is a U-shape, and all the rooms are off the hall. Each house has between 15 and 16 residents. It's more of a family environment. They go shopping once a week. They go out to dinner once a month. They have different outings, bingo, different games. They have people who come in and play music. They have a church service on Sunday afternoons. There's a list of activities every day, and they rotate between the buildings so everybody in all the different buildings socializes together, but then each house is also independent. In each house, they have a dietitian who does the menu. They fix the exact same meal at every house. Every meal is made for the residents from scratch. It's not cooked outside or in a huge industrial kitchen. It's made like you're at home, and my mom has assisted in doing whatever with the kitchen or helped clear the table. They let them participate as much as they want so they feel like they're in their home.

Provider Response

Caring Son4

Mustang Creek Estates looks nice. I like the way the rooms are set up. They are set up around like a horseshoe, kind of like dorm rooms. There is a common living area where everybody could gather. I like that set-up.

Provider Response

Caring0883

My dad chose Mustang Creek Estates. Everything seems to be great and he loves it. They just have a room with no kitchen or anything like that. He seems to be extremely happy and I've already recommended this place to others.

Provider Response