Jamie Collins
Mar 2026
My parents stayed at Sunrise Senior Living and Memory Care, first together before my mother’s passing, and later my father alone in memory care. This was one of the most vulnerable seasons of our lives, and unfortunately our experience with Sunrise added significant stress rather than easing it. From the very beginning, during my father’s admission following my mother’s death, the admitting team felt tone deaf to the emotional gravity of the moment. The intake process lacked the compassion and sensitivity I would have expected in such a difficult situation, which immediately caused me to question whether this was the right environment for specialized memory care. Leaving my father there under those circumstances was excruciating. The care he received afterward was inconsistent and, in my experience, mediocre. There appeared to be frequent turnover among caregivers, making continuity of care difficult. Most concerning, my father was in the secured memory care unit, yet he left the unit twice without staff awareness. On both occasions, he called me from the parking lot asking to be picked up. For a locked and secure memory care environment, this was extremely alarming. We have since moved him to another facility where the quality of care has been significantly better. Unfortunately, our frustrations with Sunrise did not end after his discharge. We have experienced repeated billing inaccuracies including statements that did not reflect payments already made, continued invoicing for amounts previously paid, and late charges added to balances that were not actually outstanding. I have had to repeatedly monitor statements and ask that their records be reviewed. At one point, despite payments having been made, I was referred to their collections division regarding a balance that had already been paid. If this is happening to someone who is carefully reviewing each statement, I worry about families who may not realize they are being incorrectly billed. I am documenting my experience and sharing it publicly so that other families can make informed decisions when considering care options for their loved ones. Given our experience with both care and financial management, I cannot recommend Sunrise. Families deserve compassionate care, competent oversight, and transparent, accurate billing, especially during life’s most difficult moments.
