Encore

The staff are AWFUL and very RUDE to not only the residents but the families of residents. They sometimes blame their heavy accents on miss communication when in reality they’re lying and trying to cover their tracks. The food is DISGUSTING looking/ tasting and the kitchen and cook don’t look clean. I’ve seen dirty dishes and cups come out the kitchen and then being given to residents to use. My loved one isn’t showed on days they are supposed to be showered on. The management is TERRIBLE and you can tell they really don’t care about their residents.

My mother was there until she broke her hip. Then the vice president of operations, [name removed] wrongfully, terminated her contract, and refused to allow her to return. Thankfully, I had every piece of documentation of services they provide and hired an attorney. I won my case, and she was allowed to return. In the interim, she had been placed by the hospital in a HORRIBLE home nursing home facility, The building administrator and staff were appalled that she was kicked out. They wrongfully terminated the local building administrator. The vice president of operations is trying to change the state stuff as he does not want any residents on hospice. This is a memory care unit. Unfortunately, due to the progression of the disease most if not all residents end up on hospice. The nursing assistants were wonderful and did the best they could under a horrible leadership of corporate greed and incompetence! My mom has since passed. Stay away!

My loved one had fallen and hurt her back. They were not doing anything for her. She was eating pasta and pizza when she was a diabetic. When we pulled her out she had bedsores all up and down, she had shingles, lost 40 pounds and no one contacted me about any of this. They also were not changing her sheets. I pulled her out and she was so weak and passed away 3 weeks later. They then wanted me to pay the next months rent. I would not recommend this facility to anyone. I cannot believe the place is still open.

The nursing care was fragmented . The medication management was non existent, the RN was disorganized and overwhelmed, med techs did not follow protocols. Activity director was unfriendly and not encouraging. I felt the PCAs were most were inattentive and one or two were down right rude . I removed my mom after one month. The director was very nice. She is new and trying to fix things and get staffed up. Follow thru to questions was poor . I DO NOT recommend. The facility was clean. Food seemed good.

Covid 19 is running ramped I was tested this morning And I was positive I had breakfast 4 days ago with a resident who latter that day tested with Covid 19 I remember zI asked the caregivers [name removed] if I should be world and she said no so I went about my business. Now I am quarantined I have to wear a mask and eat my meals in my room. The caregivers here a totally incompetent and don't know the first thing about dealing with the pandemic

Walking into the facility, I noticed several things that was a concern. There’s a bigger, taller girl that every time I’m there is doing absolutely nothing besides sitting in the front offices. She’s always wearing dark blue scrubs (unsure of her name)! Every time I try to approach the boss she’s in there. Not sure on what her job description is but it can’t be anything important. Please find her a position! Stains all over the carpets, meal dishes scattered all over and the windows are always dirty along with the dead plants around the building

I was visiting my Mom in the main building on 2nd shift and was appalled by the staff. I don't think that the noticed I was around. I saw a black female med passer using profanity at one of the residents who was asking about medication for his wife, and a white male caregiver hugging on another employee and playing around. I also saw the white male pushing one of the female patients to her room and heard him yelling at her for not putting her night clothes on. I will be taking my mother out of this facility really soon after this. I am frightened by the thought of that older gentleman being anywhere near my mother.

If I could give zero stars, I absolutely would! Patient dumping is their favorite way to eliminate any resident that does not meet the "Randall Residence Standard." What is the Randall Residence Standard, you ask? Over medicating! Or in my father's case, it was not giving him his medication. My father was accepted at the Randall Residence after an extended hospital stay. Our family was candid about his condition and what his needs were going to be. The Randall Residence performed two different assessments for admission. They accepted my father, and he moved in. The first week was good. My father got care, he enjoyed his stay, and the caregivers were kind. After his first week, we received multiple calls requiring us to come up and help handle various situations. Here are some of the "incidents": throwing chairs which did not happen. They could not change him. He threw a class that did not occur. He took food, tried to go after someone with a fork, and swung a fire extinguisher. These

my husband was there for respite care while i was having a medical procedure. he was supposed to be there for a month. during his stay he fell and ended up with a hugh hematoma on his forehead and a concussion. every time i visited his mouth and lips were dry and i had to remind personnel to give him water. at the end of 8 days he ended up dying of renal failure. prior to his stay there he had never had any issue with his kidneys. i am still fighting to get my full reimbursement for the last 22 days he was no longer a client.

My step father stayed at this facility for approximately 6 months. We started looking for a new facility recently, due to ongoing concerns with his care. Unfortunately, he's now in hospice. He started out in one level of care, broke out because of lack/care of staffing, and was found on the highway where he'd walked. He was moved to the more secure level of care. We found him without proper undergarments, he would be soaked with urine, sometimes feces, and the apartment reeked. Last week, his hair was shaved off and no one could explain what happened. he blocked up his toilet, likely from flushing things that shouldn't be flushed. When my mother arrived, the room had been shop vacuumed but not shampooed, and smelled strongly of sewage. When he arrived at the hospital, he had feces crusted on to his buttocks and [removed]. He was wrapped in a blanket with urine and feces. The lack of staff, lack of care, lack of basic humanity is astonishing. I really hope that this place is shut down.

The communication was horrible, as the community didn't have any phones in the residents rooms. When we visited to see our loved ones, the staff didn't know who we were or where to find my loved ones. When the community finally did let us in, I found out after finding my loved one that they were in quarantine for the flu. The community didn't post anything on the doors, or called the families to let us know about this outbreak. There was no place to put the trays of food for my loved one in their room since they were in quarantine. The community didn't want to treat my loved one for an infection and said to take my loved on the hospital. The community is beautiful and didn't smell. The person that admitted my loved ones, tried to use their personal cell phone to allow us to speak to our loved ones.

I was initially satisfied with the care and services that my loved one received at Encore. My loved one moved in on [date removed] and passed on [date removed]. Although my loved one had only spent a month at this community, we are still paying for services and have not been reimbursed for unused living and care services. The contract we signed included a lot of jargon that would need to be deciphered by an attorney. The document states that if you wish to move out, Encore needs either a 30 day notice or death. They chose to stick with the 30 day notice, despite my loved one passing. So we've had to pay for an additional month of services that can not be used. The money we've had to pay them could have been used to help put my loved one to rest, we are really dissatisfied by this.

My mother-in-law was one of the first residents when the facility opened. It was a great place with caring staff, BUT over time, staff turnover was horrible and the COMPLETE lack of care, concern and communication towards the end of her life was UNSPEAKABLE! She suffered so much in the end with them forgetting to give her her morphine multiple times. Nurse was so rude to both our family and staff. No one ever seemed to know if meds had been given or not. The hospice company Courtyard recommended was the worst (Heartland). Heartland was to drop off a hospital bed they did, in pieces! My husband had to put it together and it wasn't easy. Courtyard refused to prorate the final bill and charged us for a full month but was sure to call the day of the funeral to find out how soon we could move her things out even though we had paid thru the month. THEN they over billed the ins policy and it took several attempts to speak to the billing person to get things straightened out.

Encore at Champlin just didn’t have enough staff. I spent an entire day trying to make a phone call to them, and nobody ever answered the phone.

The young lady in the office had no clue what was going on in the building.. I came to her with a complaint about one of my family members and she was clueless!! She acted like I was stupid.. I directed my issues directly to the Administrator whom helped me further with my concern

The community was not responsive to our loved one and they did not meet his needs at all. They did not provide itemized billing and could not explain the costs. They say they can take care of anything in the sales pitch but that's not the case. I would not recommend this community to others. They told us we could use the VA prescriptions but reordered them all and charges us for them. The communication with the community was not good at all and we sometimes waited up to 30 days before we got a response.

Bills not paid, place is going to be shut down by the state if some problems don’t get attended to like kitchen plumbing and the sidewalk in front. Nobody ever answers the door nor the phone! I mean this place? Come on!

Not really impressed

Care staff is extremely loud and obnoxious at resident meal times. Poor management and lack of training for care staff. Current Executive Director is more worried about what the facility looks like rather than the care of the residents or where the root of the issues are in taking care of residents! Care staff lacks knowledge in working with memory care residents. Which is not their fault. Management should be providing more extensive training at onboarding/orientation. There is a full activities calendar but Wellness director fails to follow through with making sure staff and/or herself does the activities or any activity at all! I would not recommend this facility to anyone looking to put their loved one in a Memory Care facility!

Bad reviews. Understaffed; cold; misleading financial info. No onsite religious services.