Elderwood Administrative Services

Did not satisfy our expectations. Had a great talk with representative but the environment was not meeting our expectations.

This absolutely was not the situation for my parents. Also, I felt it was dark & dreary and smelled like urine. The manager freely entered the residents rooms without their knowledge. My parents are much more independent than the people who reside @ Bassett Manor. I was not impressed with this facility.

My mother-in-law resided here for almost 3 years. While there, we (my husband and I) thought that she was being well tended to and really loved by the staff. When we went to visit (we live in Florida) the overall common areas appeared very clean, the wait staff in the dining area was exceptional and very friendly. Upon closer look though, things were not as "pretty". When we visited, we always stayed in her apartment to be able to spend more time with her. It was while staying there that we realized that the nurses would put her medicines (some were narcotics) on her little TV tray next to her recliner where she slept. They never made sure that she even ingested the meds. This became even more apparent when I went to go under the footrest on her recliner to retrieve something for her. It was like a smorgasbord of drugs under there - at least 20 miscellaneous pills that had been under there for who knows how long. This screamed 2 things to me - first, the nursing staff needed to be more attentive as to her medications and second, why are we paying for her apartment to be cleaned when they never move anything to vacuum under etc. She had been there for almost 3 years with basically a "light dusting" - never having that "deep clean". Over the years, mistakes were made (they once gave her the wrong medicine but they did tell her about it), magazines were stolen, a van service once was booked incorrectly so she had to take a taxi cab from Williamsville with an empty oxygen tank - oy vey. However overall, things were great...until she passed. We are shocked, devastated, angry and hurt that when she passed, NOT ONE EMPLOYEE OR MANAGEMENT ACKNOWLEDGED HER PASSING. It could have been through a text, phone call, card, or a visit to the funeral home which was in walking distance to Elderwood. At that time, it was very apparent that my mother-in-law was nothing more than just a paycheck to them.

Elderwood Assisted LIving at WS is fine for those who want a nice apartment, good meals, and resident able to function near independently. Anything beyond that is an extra charge that may not necessarily reflect a certain "level of care"as they describe. For example, if your family member needs eye drops it will boost your "medication management" cost. Recreational staff, reception, other support staff as most nurses aides and some nurses are good. A few are excellent. Do not be fooled when they tell you on their website they provide 24 hour nursing. Nurses are there 24 hours but communication between them is poor. Do not expect they know the needs of your loved one even though you have communicated your concerns to the appropriate staff. Be aware from my family's experience that certain of those in charge did not listen to or respond appropriately to our concerns for the well being of our family member. They do not do rounds at night at all. They do not provide residents with medical alarms as do other facilities. Some residents have spent hours on the floor before found. What they call levels of care is about the buck. If you are happy with your current Primary Care Provider, consider keeping that person.

Elderwood is fine for those who want a nice apartment, good meals, and resident able to function near independent. Anything beyond that is an extra charge. Not a good way to take care of residents. Most auxillary staff good. Some excellent.Do not be fooled by 24 hour nursing. Nurses are there but one does not know from the other what they do for your loved one or what is going on with your family member. Nor do certain of those in charge listen and respond appropriately to family concerns.They do not do rounds at night at all. They do not provide neck alarms as other places. Some residents have spent hours on the floor before found. What they call "levels of care" is all about the buck. Ask lots of questions if you are considering Elderwood at WS. And consider keeping your own primary care provider.

I toured this facility and was there for almost 2 hours. For 1.5 hrs I met with [name removed] and told her lots about my loved one. I had previously toured 3 other facilities prior to this tour. I have never heard “well, that will cost extra” so many times during a sales pitch. I asked about the availability of sugar free jelly for PB&J and was told that I could bring it “but it would cost extra” for the staff to serve it. So many other things I asked about during the visit were answered with “that will cost extra”. I quickly took a tour of the facility. It was dark and gloomy, despite being 85 degrees and sunny. I honestly rushed through the tour because the smell of urine was so powerful, my stomach was nauseous. I can’t really comment on the rooms, except they were quite small and one of the rooms I was shown needed some repairs to the wall and ceiling. I know why the place smelled so terribly of urine, “it costs extra” for staff to remind people to change their depends. An upside was the tour agent’s, nephew who was trying his best to keep busy while being dragged to work with his Auntie on a weekend.

We came to this community hoping to save a few dollars and after my mom was here for a month we saw her decline. They don't encourage any of the residents to do activities and they place looks and runs like a nursing home. There are better Brookdales across the country-this is not one of them.

It didn't work as planned The staff were mean to her Too much turnover on staff caused issues Tough industry

My husband has stage 4 lung cancer, diabetic, & many more complications. He was taken to Millard Fillmore Suburban because of a fall. This is the 3rd time he has been hospitalized because of a fall. They recommended Elderwood 200 basset for PT. He has a wrist band that says fall risk. He can not walk or get up with out assistance. He has only been there 3 days. His pain meds are always overdue.. They do not respond to the call light. He has had diarrhea for 2 days. They have not been giving anything for this. They gave him milk & baked beans for dinner, even though he has diarrhea. When I was there, I put the call button for a nurse to help him. Over half an hour there was still no assistance. 2 nurses were cleaning up dinner trays, i asked for assistance. The comment was "He will just have to wait to go to the bathroom". I have to get these dinner trays back down to the cafeteria". Still we waited.. she never came back to the room & dinner trays were still in the hall

We weren't impressed with the assisted living area.

Constantly having to talk my mother off a ledge after she's had dealings with the horrible staff. They are not sympathic to residents needs at all. They believe they are running a reform school rather than an assisted living facility that should be giving our aging loved ones proper care during difficult years. Now with the Pandemic the staff are hopeless to understand that these residents are suffering badly with having to quarantine. No activities. Locked in rooms. A prison. And these thin skinned staff get all high and mighty when a senior gets upset, even though they can come and go at will. If you want your loved one to live out their years in despair, loneliness, neglect and ridicule, send them to Elderwood Tonawanda NY.

Our loved one paid privately for a year, and she had a fall and fractured her neck. After screening her they said they would not able to take her back and care for her. No one can answer a question except for the administrator and they always seem to be unavailable. We were just very frustrated.

Laundry service provided includes loss of clothing and personal linens owned by residents. Once in a while all laundry can come back to the resident dyed blue. There is no replacement, or reimbursement of items lost, or damaged by ELDERWOOD. Cleaning of resident rooms sporadic as is making beds. Weekly plumbing back ups on sinks and toilets. RENT INCREASES as high as 26% with less than 30 days notice. Staffing inadequate to provide proper care and safety of residents. Can sign out residents without seeing any staff when arriving or leaving.

We were quite unhappy with my loved one's stay at this Brookdale location. One concern that we had was the fact that the security of the facility was very weak. My loved one had little to no security. We were also unhappy with the fact that my loved one did not receive medication for an issue that was [Removed], which was upsetting. Overall, this was not a good experience.

Not enough care. My grandmother struggled. We were promised that all care was included. Just words. Very disappointed.

This place had a very depressing tone to me. It was somewhat dark in there and the place smelled so bad of urine. It made me sad to hear that some of the residents had been there for 10 years. There was nothing hanging on the walls that was pleasant to look at or nothing stimulating that jump out at me.

This place is very poorly managed. They have a very high turnover of staff: aides and cooks. My mother just gets to know someone and they quit. The food is inedible five out of seven days per week. Chicken is so dry and tough they can't even cut it with a knife. Complaints are ignored. Many cooks have come and gone with no improvement. Managers tell you what you want to hear, then noting changes. We are looking for a new place where we don't worry about our mother going hungry. We put a refrigerator in her room and have to bring food for her every week.

Don't even waste your time visiting this [Removed]. I can't believe this is what seniors have to look forward to when they get old and sick. When I walked in the door there was a young girl with orange streaks in her hair and the whole place smelled like [Removed]. The rooms are old, smelly and feel like a prison. Staff was somewhat clueless and running around with no manager in place. They should be paying people to live here-horrible.

99% of the reviews here are for [Removed]. After Brookdale bought it, things really changed! Rooms are still incredibly small. No storage in the bathroom at all! Food quality is not worth $6000 a month! Don't believe what they say - there's NO raised garden. NO coffee shop, NO hiking trails, NO woodworking, blah, blah, blah. Whatever they promise, get in writing and prepare to pay for. And check on. EVERY TINY THING costs extra. There's no clock in the room. Forget to come to lunch on time and have to be reminded - $400 a month. And no chance to change that for 6 months (long after you acquire a clock!) Someone finally called the Health Dept about them serving SODA with meals. Now it's juices, milk, coffee, tea. Activities are pretty much a repetitive joke. The worst thing? All the great staff leave. Must be the way they are paid, scheduled, treated, managed, something. It's too bad.

My mother in law was at Elderwood for almost three years. In that time, her laundry was misplaced, her apartment lightly dusted (not deep cleaned and never did they lift anything up to dust or vacuum under it), her magazines were misplaced or taken, and a couple of times she was given the wrong meds - but they did admit it which was good. The nurses NEVER witnessed her actually consuming her pills and when I would visit, I would lift her recliner to find an entire smorgasbord of pills that she had unknowingly dropped. Of all of these mishaps and mistakes, the very worst of all is that when she passed, NO ONE came to her services, sent a card, or offered condolences with a simple phone call. She was nothing more than a monetary figure to them and for that I will always be resentful. The management quoted one rent price and continuously raised her rent knowing she would not/could not leave. Beware of them and if you elect to place your parents here, be sure to visit often and be on top of things.