Heritage Operations Group

I don't normally write reviews but I was very disappointed with Villa West. The location is great and the most of the staff were helpful. The quality food was . . . not great. My biggest concern however is with the director. When I came to [Removed] (the director) with concerns about the care my aunt was receiving she became difficult and argumentative. It seems that my experience was similar to that of the other reviewers. [Removed], dealing with her was a very upsetting experience and I wish I had never made the decision to trust her (and Villa West) with the care of my aunt. We have since moved her to another assisted living facility and things seem to be going a lot better. Please don't make the same mistake I did! : (

My father was in an assisted living facility for over 3 years before we made the move to the Villa. So we had a good idea about what it is like to be a resident in AL. My initial contact with the director went pretty well. It all sounded wonderful and she made several claims and promises about what life is like at Villa. However, almost immediately after she received the signed papers and initial payment, her tone changed. Things were not as promised in several areas. From the time he was awakened in the morning, to how they handled showers in the evening, promises were not kept. There was a repair needed that went unresolved for his entire 4 month stay and there was no hot water in his apartment for the first two weeks. The food was not good as a general assessment. We had a meal before he moved in and the meal was excellent. We could choose from two entrees and the meal was hot and delicious. I am not sure what happened between enjoying that meal and the time when he moved in, but that all changed. The choices of two entrees were no longer available and the quality was quite disappointing in taste, appearance and temperature. There is a separate “anytime” menu to choose from but its choices were quite limited. In my opinion, the biggest problem we faced was the seeming unprofessionalism of the director. She was at times accusatory, angry and confrontational. It became a place that was filled with tension and stress; not what assisted living should be about. Most of the rest of the staff were competent and kind, but could not work at their fullest because of micro-management from above. I moved my Dad out after 4 months and he is now comfortable, well-fed, and well taken care of in a different facility. Most importantly he is living without unnecessary stress and tension. This was not a decision made lightly as it is a very difficult thing to move someone who is older. But it was the best and only decision.

We toured the facility and it is beautiful. Promises were made that were pure lies. After payment was made everything changed. When I advocated for my loved one, the director became hostile and unprofessional! Over and over I saw that this place was run by fear and manipulation. I was screamed at by the director and it was not helpful to reach out to the owners. I was terrified to leave my family there. We also witnessed others being belittled, and bullied. So many were afraid to even speak up in fear of the consequence. If your loved one needs any actual CARE, do NOT go there.

I echo the previous reviewer's assessment of this facility. The facility itself is beautiful, but look below the surface, and it is highly disfunctional. I place the entirety of the blame squarely on the director. As the previous reviewer stated, she made many promises prior to the move in that were not delivered on. Looking back, the signs were all there - any question we asked was met with "over the top" promises. If it sounds too good to be true... Once my mother was moved in, the food declined dramatically until it was virtually inedible. Staff turnover was enormous, due to the management of the director. The director spied on her staff, screamed and yelled at them, lied about them to residents and families, if questioned, and was overall [Removed]. She also yelled and was very confrontational with me when I questioned some of the shortcomings. We moved my mother out as quickly as we could. Don't be filled by the appearance or the false promises. This place is horrible!