Aspen Ridge Special Report, Part 3: Concerned family members of current, former residents speak out on issues

(Update: adding video, comment from family members)

BEND, Ore. (KTVZ) -- Family members of residents have reached out to NewsChannel 21 after multiple Special Report's on Bend's Aspen Ridge Memory Care. After the death of a resident who was left in the sun, the facility is under state investigation and licensing conditions have been imposed.

Now, family members of the memory care facility, and its sister retirement living facility, located just across the street, share their experiences and worries with the facility.

“They had had a pretty good reputation, so I felt comfortable sending my mom there," said Melissa Carlton, the daughter of a former resident who died last march, due to health conditions.

“She wasn't getting showers as often as I was told or promised," Carlton said. “They talked about a lot of activities and different services that were provided. And then actually when my mom was there, those services weren't always able to be provided, basically based on staffing issues.”

Carlton says she would visit often to ensure her mother was taken care of, but would find minimal staff on duty. She then hired a private caregiver for her mother.

"It would take me quite a while to find one staff member, let alone three or four that was supposed to be there," Carlton said.

Similar problems are not unfamiliar at Aspen Ridge Assisted Living, the retirement center directly across the street. Both facilities are owned by a Georgia-based company, but they're operated by a senior living management company based in Texas--Frontier Senior Living.

Heather Osborne's parents have been at the retirement center across the street for the last four years.

"We really don't know who's in charge or or what's happening, which is a little disturbing when talking about the care of your parents," Osborne said. "My parents are in assisted living, and my father needs lots of help."

Osborne said the retirement center was sold recently to a new management company, and that’s led to staff turnover and minimal communication with families.

"Dad got his medicine late," she said. "He got it, say, around 10:00. Usually gets it around 7. You know, he's fine. But it really makes you concerned for for what else is going on."

Lack of training appears to be a problem at both facilities, according to Osborne and Carlton. A recent investigation by Oregon's Department of Human Services at the memory care facility also found a lack of training.

"They talk a lot about quality of care, about how much they're trying to provide a great environment for their residents and staff. And I think it's a big fat lie," Carlton said.

 After Carlton's mother died, Aspen Ridge ownership took direct payments out of Carlton's account - and she claims she's now owned $15,000. Her attempts to get a refund have been unsuccessful.  

"Horribly upsetting, because this is money that was not for services that were provided," Carlton said. "My mom had already passed away, and I have reached out to the office and of course have not heard anything."  

  Frontier management has previously said they're working with the state on the investigation of Aspen Ridge, but they did not address the latest concerns raised by family members.