The Waterford At Plano Assisted Living Community

Tori has been a great help assisting me and keeping me up to date with my mom's care. I'm not local, live out of state and greatly appreciate her servicce, along with the amenities offered, cleanliness of the place and sucurity on the grounds.

Kind and gentle staff

I am writing to express my serious concerns regarding the treatment of my aunt, a current resident of The Waterford at Plano, and the overall environment and care being provided at this facility. After months of hearing troubling accounts directly from her and witnessing her increasing distress, I can no longer remain silent. My aunt has been reluctant to speak up or file any formal complaint herself out of fear of retaliation, which is an alarming indicator of the culture being fostered at this facility. 1. Unprofessional and Dismissive Front Desk Staff My aunt routinely experiences rude, condescending, and dismissive treatment from front desk staff — particularly during weekday mornings and early afternoons. She describes being treated as a burden when asking simple questions or making reasonable requests. She is not alone in this; several residents have reported dreading interactions with the front desk due to consistent verbal abuse and unhelpful behavior. As a result, my aunt has begun avoiding the front desk altogether during the day and waits until evenings or weekends, when part-time receptionists (who have now reportedly left) previously made her feel more comfortable and respected. The fact that these more compassionate employees have been pushed out under your leadership is especially concerning. 2. Failure of Emergency Response Protocols One of the most disturbing incidents involves a fellow resident recently who reportedly lay on the floor for four hours (from 3:00 a.m. to 7:00 a.m.) after a fall, with no response to her emergency pendant or pull cord. She was only discovered when staff arrived in the morning — indicating that no overnight front desk staff was present, despite residents paying for 24-hour emergency monitoring.This situation constitutes not just negligence but potentially life-threatening neglect. It directly contradicts the safety measures that are advertised and charged for. If emergency pendant responses are being routed to assisted living caregivers who are not available or responsive, this must be addressed immediately and transparently. Family members should ask what recenlty happened during a "practice" fire drill, which they have never had for years will be very disturbing as well. 3. Leadership and Culture Issues There appears to be a deep disconnect between Sonida Living’s mission and the leadership displayed at this location. My aunt and others describe the Executive Director Tori as unapproachable, disengaged, and often using inappropriate language in front of staff and residents. When residents express concerns, they are either ignored or dismissed without follow-up. Several residents believe complaints go unacknowledged because staff fear retaliation or job loss, while residents fear being treated worse for speaking up. This is unacceptable and demands intervention from higher levels of management. 4. Financial Transparency and Resident Rights If residents are paying a fee for 24-hour emergency coverage, and that service is not reliably available, this raises serious ethical and legal concerns. What is the current: overnight staffing schedule. The handling of emergency pendant responses.The billing breakdown related to emergency monitoring services My aunt pays a substantial amount of money to live at The Waterford, and she — like all residents — deserves a safe, respectful, and compassionate living environment. The current state of this facility falls far short of that standard. Also, "The STATE" has been called to this building several times in the last year.