CERTUS Premier Memory Care Living Waterford Lakes

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 lives like a standard business transaction, especially when you are trying to advocate for a vulnerable loved one, managing care transitions, keeping a constant eye out for medication safety, and then fighting with corporate offices over predatory billing practices.

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.

My grandma is a current resident here. The difference in her care her vs her previous community is night and day. She has dementia but is still alert and very much opinionated. She's very feisty, and catty. They do such a great job at redirecting her and dealing with her in a productive way. She is always clean, outfits coordianted, room is well taken care of. Katie (DON) is so fantastic. She's a very well versed nurse and quick to catch and help treat any issues. Great communication. Kyle with activities is an angel. Went as far as setting up a private Passover lunch for my grandma and family. With authentic kosher chocolates, prayer and Matza ball soup. It was so special grandma cried. We feel so safe having her there and will always recommend.

We could not have made it through without each one of you and the staff… We have been so Blessed by everyone holding us together through Bills journey. The stories from everyone have been of amazing comfort. God has truly Blessed us the day we walked in… We will continue to share with everyone we know the care that you gave Bill and our family. The day we walked in Roland and I looked at each other and we both had tears as we knew this was where he would thrive. He had many issues but it never was a problem EVERYONE loved him and us…