Brookdale Highlands Ranch

I strongly caution any family considering Brookdale Highlands Ranch. Our experience exposed repeated issues of neglect, poor training, and mismanagement that families deserve to know before placing a loved one here. Hygiene & Safety Neglect: Despite paying for an additional care plan, basic hygiene needs were ignored. My loved one was left unbathed, and overgrown toenails caused a bloody injury. Additionally, we discovered a large bruise on her wrist that was never reported, forcing us to involve the police and Adult Protective Services (APS). The director, Sue Crawford, lied to APS about viewing the camera footage, claiming it had been deleted. Understaffing & Lack of Training: Staff were consistently stretched too thin, often untrained to safely support residents’ needs. They were unable to redirect resident-to-resident negative interactions, and individual charting was frequently missed. Requests for records, emails, and phone calls were repeatedly ignored. Management Issues: Sue Crawford failed to address concerns and actively made false allegations that created division within our family. Incident reports were not handled transparently, and information was often withheld. Broken Accountability: Cameras were nonfunctional, and management misrepresented video availability when incidents occurred. Activities listed on calendars frequently did not take place. Targeting Certain Families: Families perceived to have financial resources were pressured to pay for costly 1-on-1 companion care through third-party agencies—on top of Brookdale’s fees—creating an unnecessary financial burden rather than providing proper staff support. These issues are not isolated mistakes but part of a repeated pattern of neglect and avoidance of responsibility. Families deserve a safe, respectful, and transparent community for their loved ones—Brookdale Highlands Ranch did not provide that. I urge anyone considering this facility to look closely at their practices and explore other options before entrusting them with your loved one’s care.

Brookdale Highlands Ranch is the place to be !!!!, The management team is a tight net family, Sue Crawford (ED) is awesome with getting the team together, easy to talk to , she is down to earth. Chef Dee makes the perfect meals very tasty , (BOM) Andrea is awesome someone the care team looks up to, Our nurse (HWD) Sarah is working hard to build a great and caring care team. Our programming in activities has improved a lot.

Brookdale Highlands Ranch and their staff have been outstanding. The relationship we have built as a hospice partner has allowed us to closely work together with their team. They show their care for their residents and attention to their needs in what they do every day. Seeing the investment they place in ensuring their residents and families have the very best experience is what they strive for in not only the care they provide, but the staff they hire. It’s one thing to have a beautiful community, which Brookdale Highlands Ranch is, but it’s gold to have the right people doing the amazing work in serving our seniors in the community!

Exceptional in every way. The staff at Brookdale Highlands Ranch treated my mom with respect, kindness and patience, making her feel welcome in her new home. And when she passed they treated my sister and I with such compassion and grace that I will forever be grateful. Moving a loved one to memory care can be hard on a family and they tried in every way to help my mom and us with the transition. They were there with experienced answers and real solutions for us. Dee and Becky were fantastic with the entry interviews and tours Laughing with mom like they were old friends. Fatima instantly put my family at ease and treated mom with respect and love. Penny - you are running an excellent facility there and the kindness your staff shows their residents I see as a reflection of your work. I appreciate you all so much. Thank you.

My experience with Brookdale Highland Ranch has been wonderful so far. My mother has been there for almost 2 months now and she is very happy. She loves the staff, the food and the facility. She really enjoys the activities and the walking club. But mostly I would say she appreciates the care she is provided but the staff. She comments to me often how wonderful the people are here at Brookdale HR. I find the weekly Zoom meeting with Penny and her staff to be excellent. We get to see what activities our love ones have experienced and includes pictures of everyone. I don’t understand the negative reviews, I have not experienced anything like that at Brookdale. In fact I feel like they are part of my family now.