CERTUS at Waterford Lakes

Google reviews

• M
  Mariely Rodriguez 3 months ago

  This mental facility seems willing to do anything to keep their patients, even when a family member has Power of Attorney. Instead of working with the family, they deny requests and tell you to “go find an attorney.” What is most upsetting is how their attitude changes. They are sweet and nurturing when first speaking with you, but once concerns or situations they don’t agree with are brought up, they become hostile, rude, and dismissive. I would never want a relative of mine in a facility where families are treated this way. I also have to wonder how quickly they would be willing to discharge someone once payments stop—which they can expect to. Families deserve respect, communication, and compassion when advocating for their loved ones.

• G
  Gina Coman 4 months ago

  This review addresses my experiences with this facility across August 2024 and from April to June 2026. These large facilities are unsafe for frail residents due to minimal staffing, a lack of empathy, insufficient dementia care, and a disregard for the Beers Criteria regarding medication side effects. While their original psychiatrist understood these concerns, he was already departing and being replaced by someone less compassionate. In August 2024, I pleaded with management to address the continued invoicing after my loved one’s three-week stay. I stressed the urgent need to move her due to her declining condition, which included recurring hospitalizations (sent by their staff) and treatment for polypharmacy and dehydration caused by the facility’s care. Despite having a signed contract for their new Dr. Phillips location, corporate ignored my documentation of her rapid decline. They refused to allow a transfer until a 30-day move-out notice was paid, even amid their multiple hospital calls. Furthermore, the V.P. of Sales, Shane Potter, unprofessionally increased my notice period to 45 days before rudely hanging up on me. While I eventually succeeded in removing incorrect overnight care charges for when she was not there, the facility failed to pay the $1,000 referral bonus promised for a resident I referred to their Mt. Dora location. My experience between April and June 2026 confirms that these issues persist across locations. A referral of mine, who moved her husband to Mt. Dora and later her parents to Dr. Phillips, reported similar problems. I urge families to remain vigilant for signs of neglect, such as untreated sepsis symptoms, residents left in bed without food or hydration, and the need to personally solicit caregivers for basic assistance. This organization prioritizes its bottom line over patient welfare and has a history of disparaging former clients and staff. It is incredibly frustrating and exhausting to deal with a facility that treats human

In the order Google returned them. Not verified by Caring Advisor.