Merrill Gardens — operator review report

Reviews month by month.

Reviews per month across all communities, with the month’s average rating

reviewsaverage stars

What families praise and what they criticise.

Every review was tagged for the themes it discusses and whether each mention is positive or negative.

Share of reviews with a negative mention of each theme

Bar = this operator. Tick = the portfolio norm across 116,177 reviews. Red bars sit clearly above the norm.

this operatorabove the normportfolio norm

Share of reviews with a negative mention — Responsiveness 1.8% vs 3.3% norm; Safety & falls 2.1% vs 3.6% norm; Staffing levels 1.7% vs 3.2% norm.

Most praised

lots of activities, friendly helpful staff ×2director kind and sincerespacious, activities, warm welcoming stafftour guide excellent, good activities and facilitiesstaff helpful approachable genuinely caresstaff great, professional, responsive, collaborativeoutstanding staff with great attitudes and management.best assisted-living; grandfather happy

Strongest themes: Staff attitude (739), Building & amenities (390), Activities (352), Food & dining (235).

Most criticised

staff rude, medication errors, safety incidentstour promises not matched after move-inrude staff, medication errors, neglect, kept legal documentsfood quality has not improvedmanager melissa rude during tourdad wanted to leave immediatelymanager unprofessional, rude about patientdirty, poor management, privacy concerns

Community by community.

Sorted by confirmed falls, then share of negative reviews. Community names are anonymised in the preview.

Community	Location	Google ★	Reviews 12 mo	Avg ★ 12 mo	Negative	Response complaints	Confirmed falls
Community A	TX	4.3	31	3.48	40%	6	3
Community B	FL	3.6	11	3.64	44%	2	2
Community C	NH	4.7	22	4.77	5%	1	1
Community D	GA	4.7	38	4.97	0%	0	1
Community E	CA	4.8	15	5.00	0%	0	1
Community F	CA	4.2	4	3.50	50%	0	0
Community G	WA	4.2	15	3.80	30%	1	0
Community H	CA	4.4	6	4.50	25%	0	0
Community I	WA	4.6	10	4.20	22%	0	0
Community J	CA	4.1	5	4.00	20%	0	0
Community K	SC	4.1	12	4.08	18%	1	0
Community L	PA	4.4	12	4.33	17%	1	0
Community M	CA	4.4	20	4.60	11%	2	0
Community N	WA	4.7	12	4.58	11%	0	0
Community O	OR	4.4	34	4.65	10%	2	0
Community P	CA	4.5	12	4.50	10%	0	0
Community Q	CA	4.8	22	4.64	10%	0	0
Community R	OR	4.1	60	4.63	9%	0	0
Community S	AZ	4.5	11	4.64	9%	0	0
Community T	FL	4.3	13	4.62	8%	0	0
Community U	CA	4.9	22	4.82	6%	0	0
Community V	AL	4.6	18	4.83	6%	0	0
Community W	CA	4.6	39	4.74	5%	1	0
Community X	FL	4.5	20	4.80	5%	0	0
Community Y	SC	4.9	29	4.86	4%	0	0
Community Z	OR	5.0	61	4.98	0%	0	0
Community A1	MO	4.9	42	4.98	0%	0	0
Community B1	CA	4.7	42	5.00	0%	0	0
Community C1	WA	4.8	36	5.00	0%	0	0
Community D1	CA	4.9	34	4.97	0%	0	0
Community E1	ID	4.4	34	4.82	0%	0	0
Community F1	NH	4.4	29	4.93	0%	0	0
Community G1	OR	4.6	27	4.96	0%	0	0
Community H1	WA	4.9	27	5.00	0%	0	0
Community I1	NV	4.1	23	4.96	0%	0	0
Community J1	WA	4.7	21	5.00	0%	0	0
Community K1	CA	5.0	16	5.00	0%	0	0
Community L1	FL	4.5	15	4.73	0%	0	0
Community M1	MO	4.9	14	5.00	0%	0	0
Community N1	WA	4.6	13	4.92	0%	0	0
Community O1	CA	4.4	12	4.92	0%	0	0
Community P1	CA	4.7	11	4.91	0%	0	0
Community Q1	NC	4.4	11	5.00	0%	0	0
Community R1	CA	4.5	11	5.00	0%	0	0
Community S1	MS	4.9	10	4.90	0%	0	0
Community T1	CA	4.8	9	5.00	0%	0	0
Community U1	PA	4.1	8	5.00	0%	0	0
Community V1	WA	4.8	7	4.86	0%	0	0
Community W1	WA	4.9	7	5.00	0%	0	0
Community X1	CA	4.2	6	4.33	0%	0	0
Community Y1	WA	4.6	5	5.00	0%	0	0
Community Z1	CA	4.7	4	5.00	0%	0	0
Community A2	TX	4.5	4	5.00	0%	0	0
Community B2	SC	4.7	4	4.50	0%	0	0
Community C2	CA	4.7	4	4.75	0%	0	0
Community D2	CA	4.8	3	5.00	0%	0	0
Community E2	UT	4.6	3	5.00	0%	0	0
Community F2	WA	4.5	3	5.00	0%	0	0
Community G2	CA	4.9	3	5.00	0%	0	0

Falls and response times.

Reviews mentioning a fall were read and classified one by one; only confirmed physical falls are listed.

8 confirmed falls described by reviewers in twelve months; in 4 the response is described as slow or absent. Portfolio norm: 0.97 confirmed falls per 100 reviews; this operator: 0.85.

Community	Date	Rating	What happened	Signals	Injury
Community	2026-07-13	★★★★★	Parent fell, immediate notification system in place, excellent care		—	view
Community	2026-06-29	★☆☆☆☆	Mother eloped and fell in mulched bed near road. Staff unaware for over an hour.	found on floor, not noticed, outdoors	—	view
Community	2026-06-11	★☆☆☆☆	Resident fell multiple times; call buttons removed; delayed help.	found on floor, not noticed, call-system issue, bedroom	fracture/broken bone	view
Community	2026-01-23	★☆☆☆☆	Resident left on floor after fall family must respond.	found on floor, not noticed	—	view
Community	2026-01-21	★☆☆☆☆	Father fell multiple times; faulty sensors malfunctioned.	call-system issue	—	view
Community	2026-01-19	★☆☆☆☆	Father had two falls in first week; poor communication	slow response	—	view
Community	2025-12-11	★☆☆☆☆	Uncle fell; poor care, weight loss; died at facility.		—	view
Community	2025-10-28	★★★★★	Mom fell; received excellent rehabilitative care and support.		—	view

Waiting for help

“No working elevator for six weeks! There is a lift which can be reserved, but watching many residents struggle up stairs, including a family member I brought to visit was a bit difficult to watch. And another week according to staff until the elevator is fixed. For a nice facility like this, it is extremely disappointing and negligent to not have a working elevator and/or a chair lift and staff available.”
★☆☆☆☆ · 2025-10-02 · Truewood by Merrill, Pinole · source

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