Pacifica Senior Living San Martin

The caregiving staff is awesome. There was a neighborhood blackout, but they stayed calm, kept the residents happy, and were so professional!
The place is beautiful, and the staff is excellent.

I had my husband here for a few months while recovering from a health issue. The staff/admin were very sweet and accommodating. They addressed any concerns very quickly. The front desk ladies are amazing and sweet. The residents are also very welcoming and friendly. He had a nice room while staying there. I was able to come and see him anytime and I visited daily. The only thing that wasn't great at times was the food. Some of the residents had complaints. But as of when we left, the team was working on it. The impression I got (I was in the dining hall daily) was it was an issue with the corporate office trying to save money which resulted in supply and quality issues. The staff tho (kitchen and wait staff) did great with what they had to work with and most meals were good. The medical team (this isn't a med facility) was also amazing! The price point was also fair and is based on the level of need for each resident. Overall great experience and we would go back if the need ever arises.

One only has to read issues we raised with real time documentation and Pacifica's responses to clearly see how Pacifica will handle YOUR issue. They will first ignore you, then dismiss you and mislead the narrative to believe they are concerned, empathetic and responsive. Next Pacifica will respond with your loved one is dead so the case is closed. Pacifica will blame your concerns and their lack of action on the emotions of your loved one passing. Shame on you Pacifica, just shame on you.

My mom lived at this facility for 16 months before she passed. In the beginning, with the exception of a billing error, it was nice as my mom was independent, although cleaning was sporadic at best.
When she really needed "assisted" living things went off the rails.
Besides being pressured to use the hospice that 90+% of the residents use with no alternatives provided, communication was horrible. Couldn't get calls returned, emails went unanswered.
In my opinion I believe Pacifica should have honestly called out that they could not provide the level of care my mom required towards the end.
Their objective seemed to be to keep the room filled.
Hourly checks that were paid for were not happening. Meds were not delivered on time. Call buttons were left unanswered.
My mom had several pieces of jewelry stolen and when she requested police be called leadership refused and said she was confused. Pacifica has confirmed theft was an issue and some staff are no longer there.
My mom was mistreated by another resident as some staff confirmed but our concerns were brushed off with an eye roll and a chuckle by leadership who acknowledged that the other resident was difficult.
*Be warned, security cameras are visible in hallways but did not function when my mom was a resident, ask about this before you place a loved one here and inquire about the fire escape door that "has a trick to it" to open.
We have filed complaints with the state of Nevada as well as a police report for the theft.
Still waiting on phone calls or correspondence from Pacifica to resolve issues. It's been over 2 months.



In regards to your response we have talked to Cynthia Morris the regional manager who is not returning our calls/answering emails, Torrey Doner the BusinessManager/Assisted Executive Director and Traci Hollingsworth before she resigned 1 month into her position, which I personally believe is due to the state of this facility.

Who do you specifically suggest we reach out to now besides our own lawyer?

Be skeptical of positive reviews that speak of poor reviews being related to one family. All of the negative reviews are not related to one family.

It is s 100% inaccurate and dishonest for Pacifica to suggest we are pursuing what is right out of emotion.
We brought forward all of our complaints before my mom passed and would have resolved them before IF PACIFICA HAD CARED!
AFTER the lack of check-ins and non-response to my mom's call button was identified she was found ON THE FLOOR by her chaplain!!! This was 1 of 3 falls NEVER REPORTED!
Pacifica should never have declined to call the police when my mother first reported her thefts.
No one has addressed the security cameras not functioning, or the fact that our mother was bullied by another resident. Vulnerable individuals should be protected.
Every Pacifica person we talked to took all the information and said they would get back to us. NO ONE HAS RETURNED A CALL or EMAIL. How is any of this situation resolved? This is an easy response and way out for Pacifica, crafting their responses as if they are empathetic and took action or did anything. They did not.

This is a very clear indication how condescending Pacifica is and how Pacifica will dismiss you, mislead and turn valid complaints into your emotional challenges when you do have an issue.

One has to ask themselves why there are suddenly positive reviews after years with no reviews until we shared our truth and experience. Seems like a big coincidence.

My mother lived in Pacifica San Martin for a year and half. I found it through A Place for Mom. She really enjoyed her apartment it gave her the freedom she wanted and she got to be around people her own age plus met several new friends, played bingo, sometimes would go on Friday to the casino. They also had a eating room where she would go to eat with friends or they would bring her food to her room when she was not feeling up to it. I would go often to get mom or just check in on her. Pacifica was always clean and I always felt like everyone was friendly and well taken care of.
I cannot say enough about the staff and the management. Everyone that I encountered and who took care of mom was awesome! My mother fell and broke her hip in January which changed things. I was there everyday then on until she passed early April. All of the caregivers there took care of her, checked on her every hour and even checked on me. I probably drove them crazy but I could not of asked for better attention for mom I wish I remembered all their names I want to Thank them all for taking care of Germaine. Also the workers in the dinning room were so very helpful and everyone always had a smile.
A big shout out also to the Executive Director Torrey Donner who answered all my questions and made me feel like mom and I mattered. Also Rosie David who is Resident Services Director was wonderful and believe me I was in her office a lot but she was able to help me and make sure my mom was being taken care of and checked on daily.
I would recommend Pacifica San Martin to anyone trying to find a nice, friendly and safe place for their loved ones. Its hard to place a parent but the management and staff made it less stressful cause they really do care!
Mom is gone now but I know she got excellent care and a lot of love from from the staff and management at Pacifica Living during all shifts and me and my family will be forever grateful. Thank You all so very much!

The staff is very caring and compassionate with a willingness to help the residents. The food is delicious and the activities are always fun. Happy hour is a great addition, the residents love to mingle and sing karaoke.

Great place best senior living in Nevada.. I'm so glad I found this place for my Dad

Two stars for the seemingly clean and quiet environment; they have many common areas and even a "salon". My dad didn't end up using this place for several reasons. I had contacted this place because it was recommended from A Place For Mom & after much research, it seemed the best fit for my need of respite care. Unfortunately, this business has unprofessional staff at the start. I was referred to Kiel, who was unreliable for regular communication once it was determined I wasn't immediately going to admit my dad within a day or two of talking with him. Kiel was nice when I did get to talk with him.
Then there's Shannon, the interviewer to determine the needs of the client. Again, she seemed nice initially but couldn't help mentioning she was an anti-vaxxer when I told her my dad couldn't get the COVID vaccine. I told her science doesn't lie..that's why we don't have problems with polio, smallpox & measles anymore.
Anyway some more details:
They require negative COVID results before admittance as well as 2 negative TB tests which they said they could do once admitted. She said most of the residents were vaccinated already. Respite care minimum is two wks vs other places that have a month minimum, which is why I looked into this place. Starts at around $150/day depending on need of client. Shannon mentioned that they do have an LPN on staff but she wasn't sure if she could handle a bandage change! & they provide transport to appointments etc but since my dad had needs after 3pm, their service wasn't available as it only ran from 6am-3pm! Breakfast at 7-8am, lunch 12-1, dinner 4-5...Because of course allll old people wake up super early and go to bed by 8pm ;/ This started the ball rolling downhill at this place as my dad doesn't have this schedule & would certainly need minor bandage care.
I got handed a packet & a jar of assorted chocolates as a 'welcome' gift & was told to call her or Kiel to schedule my Dad's "assessment", which would determine the type & cost of his care there, after his PCP filled out the info. She said she'd get back to me Monday for some of my concerns.
I reviewed the packet & had more questions so I text Shannon on Monday & didn't hear from her so I tried Kiel. I could keep going (including I had to talk with the director Dwight because of no return text/call for our assessment appointment time!) but the main two other points of this review is their LPN Refused to look at my Dad's arm to see that it wasn't difficult to handle & said she could "only do TB tests & put bandaids on boo-boos" per state regulation and anything else would need a home health agency; she said they don't check blood pressure just hand out medicines (my experience w/ drs has always been check it before giving out meds). At this point I was pissed. I was told before the assessment, that bandage removal wouldn't be a big deal for Lisa to do then we get there & say there's no way. I had to delay his respite care further to contact a home health company & get documents etc.
I let Shannon know then, on assessment day, that I'd get home health & what date I'd try again for respite care (roughly 3 weeks) for my dad. The week before that date, I contacted her, on a Tuesday so she would be working technically, to let her know I was finalizing the home health & needed to finish off the admittance paperwork. Nothing all week. Then Friday I received bad news & found I could no longer place my dad in respite & so text Shannon/Kiel that I no longer needed their business. Shannon almost immediately text back saying she had been on vacation, only just back & she found that the respite room had already been rented out & didn't seem to care that they lost our business. They supposedly had two rooms available when I talked with them last. Kiel never bothered to respond.
No surprise that elder care just like allll the rest of medical care is about making money. Assisted living is almost always out of your personal money so choose wisely. Do lots of research & read reviews & how to-s. No place will be perfect but wait & find the best you can! Oh btw the other staff member I met was Rosie and she seemed nice but implied that the laundry service lost clothes a lot & that "most family members just did their loved ones laundry vs having them do it!" I replied it's part of the cost per day so why would I do his laundry every week if he's there and I'm needing respite?? At this point I was wondering why we'd be paying them: I was going to have to drive him to his thrice weekly appointments already, hire home health to do the most basic of first aid, he would be checking his own blood pressure, and now they encouraged me to do his laundry too??!
I had read this is a huge problem nationwide at all facilities like this. Label your loved ones clothes and don't allow the place to buy clothes out of the expense account. Horror stories online of hundreds of dollars a year spent for clothes and things that the facilities took from accounts!

I came into drop somethings off for my grandfather, and found such a warm, fun atmosphere, even in the midst of the Coronavirus. There was a gentleman playing the piano in the lobby, ( I was told by the wonderful concierge that he is a resident) and they were having happy hour! The residents were not sitting or standing together too close I noticed.
I loved the vibe of happiness and the smiles on everyone's faces. This includes the employee too. This made my heart very happy to know that my grandfather is in a really great place!

Pacifica is amazing and the staff is juts as amazing. From the current Director, Cyndi to Rosie the Director of Memory Care the RA Michale and the front desk person Stephanie, as well as the rest have been wonderful. Pacifica Senior Living at San Martin has been wonderful. I could go on with all the things they went out of there way to do but this would not end.

Assertive living is a tough thing for someone to accept but Pacifica goes out of there way to help people adjust and shows genuine compassion and respect for each resident.

If you or your loved ones need assistive living or even independent living with a bit of help from time to time, I would strong suggest Pacifica Senior Living at San Martin, they have worked with the whole family.

Pacifica is truly focused on the resident.

Do check them out, we have been happy with them for over 3 years.