StoryPoint Group, LLC

I went to visit my grandma and needed some assistance finding her, the staff were nothing but rude to me. They acted as though they were too busy to deal with me. I have been away at college so this is my first experience with Provision Living, therefore this was not a good first impression for me. I overheard a couple of girls talking and they were just trash talking what I assume was a couple of other co-workers. Maybe they should focus on their job and not running their mouth, just my opinion. I am in my last year of nursing school and this was not an impressive first impression for me, maybe i am just being too fussy, but i just want the best for my grandma. The building was however beautiful and has a great potential, it just needs some customer experience education. I also noted a couple of staff members eating at the front desk on entry. Maybe this is acceptable practice but i find this kind of unprofessional. I just was not impressed with what i seen but will be around for a month so will update if my opinion changes.

This place is a mess and a new fancy remodel will not help turn them around. Staff talks to residents like they are children. All the good staff have pretty much left and I don't blame them. Administrator just sweeps things under the rug or tells you what she thinks you want to here but never addresses concerns. She takes absolutely no responsibility for anything. I never see her out and about the facility. The times I've been there when she is she is just sitting in her office most of the time with the door shut. She will go to family meetings to make a big show and is always super fake during them. I know for a fact that one time a nurse worked a 21 hour shift! When it was mentioned she just shrugged it off and really didn't address it. Makes me wonder how often this happens and makes me fear for resident's safety. Every time I come into visit at night or weekends the residents are just all positioned around the front lobby area staring at each other or parked in front of a TV. Such a sad place.

The management is bad food is awful and at times not enough to go around. Always running out. Cleaniess is bad. Care services very bad. Overcharged for what you get. Would nt recommend to no one.

My mother lived in the assisted living area for over 3 years and it was ok. Plenty of activities and food and service were good. My mother had a bad fall in her room and they convinced me to put her in their keepsake are because of her dementia. It was the worst thing I ever did. The nursing staff was lazy and made little effort to get her to take her meds, too many excuses for why they could not accomplish this. Activities were non-existant. They left the residence unattended for long periods and very little was done to keep them active or engaged, made me sad and mad everytime I went in there. People were allowed to go into each others rooms. Mom had clothes go missing and found a resident in her room just helping themselves to her things. Can't blame residence, they don't know what they are doing but I can blame staff for not keeping better eye on them. The dinning experience was awful, needed them to cut moms food but that very rarely happened. The staff just did not care, too busy standing around laughing and talking to each other to see if anyone needed help with anything. When my mother had a serious infection the staff did not feel it was necessary to call me about it. Needless to say I took her out of there. The management staff were useless, would not recommend this place to anyone.

My 86 y/o aunt lives here and calls me almost daily to chat. She usually has an issue or two to discuss about her living conditions at StoryPointe. I asked her to rate the categories listed above and told her I would review for her. She's not a complainer, but feels like once she moved in, things changed. She's very unhappy with the quality and temperature of the food, the care services seem to be severely lacking, and says there are no programs other than menial activities. I have not seen the facility, but she has mentioned several times that there is no set auditorium for programs and lectures etc. Instead, they push chairs around in the restaurant and cram everyone in there. She said the acoustics are terrible. Recently she visited an old friend at another local senior community and she raved about the staff, food, and most of all the layout of the building, which includes an auditorium and also a brand new natatorium with a beautiful indoor pool. I think some works needs to be done at StoryPointe. [name removed]

Atria memory care in Bolingbrook is fairly new at the time of this review with a limited patient population and a significant amount of unused capacity. The physical facility is fairly nice as memory care facilities go (and we've toured virtually all of them in this general area). They market themselves well and we had high hopes. Unfortunately, they have not (at least as yet) developed sufficient care protocols or gained the experiences needed to properly manage someone in my mother's condition (significant dementia but still often "there" with a desire to be as independent and mobile as possible). Additionally, they must be under extreme pressure to increase revenue with their currently limited patient population as they have used every trick in the book to get more money out of us (many of which are clearly unethical; if not illegal). Specific issues include but are not limited to: 1. Require us to hire an outside caregiving firm to sit with my mother 24/7 (and they'll kick my mother out if we don't do this). This costs as much as Atria itself and so doubles what we budgeted. Because we're paying for the 24/7 companionship, the Atria staff have felt free to ignore my mother entirely and don't even respond to emergency calls for assistance. 2. Send my mother to an inpatient psychiatric hospital if her behavior is anything less than absolutely perfect. As an example, my mother once took a bite of food off of her neighbor's plate (something you'll see 100 times in this cognitively-impaired population) and off she went to the psych ward for more meds. 3. We got phone calls for minor matters but not for major developments. There were as many as four or five call a day on things like she fell onto her butt getting out of bed but didn't hurt anything. When the doctor changed her meds though, no one told us at all and we had to find that out from the psych hospital when they sent her there a few days later. This is particularly egregious because Atria was aware that my mother has issues with a great many meds and that the topic of meds is at the top of our list of concerns. 4. In addition to the enormous monthly room fee that they quote you & sell you on, their contract also requires you to pay an additional monthly care fee that: a) They have sole discretion to set, and b) That they explicitly state does "not guarantee that you will any receive any specific level of service". Six weeks in, they doubled our care fee while changing nothing in their service levels (and, as explained above, made us hire, at our own additional expense, an outside caregiver to provide 24/7 services to my mother). We are talking about serious four-figure dollar amounts per month. 5. The billings we received were incorrect and nearly impossible to understand. I have spent my professional career working as a forensic accountant and am currently serving as the partner in charge of a consulting practice in that field at one of the Big 4 firms. I spent a serious amount of time studying these bills and managed to figure a lot of it out but, even with all my training & experience at this sort of thing, I couldn't make sense of a lot of it. I just got off of an hour long call with Atria about the portions I could not understand and, even following that call, there are four billed items that the two of us working together still can't figure out. It is beyond my ability to comprehend how such a simple transaction could be made so impossibly difficult to understand. Whoever created their billing system has a true gift for creating confusion. I truly could not have come up with something so difficult to decipher if it was my job to do so. I really hope that Atria can get its act together on these issues and all of their issues. The area is in desperate need of a quality memory care facility.

At the time that I'm posting this, there are three other reviews for Atria and all three are glowing. So, hopefully my experience is an anomaly; but I need to tell it they way that we experienced it. So, here it is ... Atria memory care in Bolingbrook is fairly new at the time of this review with a limited patient population and a significant amount of unused capacity. The physical facility is fairly nice as memory care facilities go (and we've toured virtually all of them in this general area). They market themselves well and we had high hopes. Unfortunately, they have not (at least as yet) developed sufficient care protocols or gained the experiences needed to properly manage someone in my mother's condition (significant dementia but still often "there" with a desire to be as independent and mobile as possible). Additionally, they must be under extreme pressure to increase revenue with their currently limited patient population as they have used every trick in the book to get more money out of us (many of which are clearly unethical; if not illegal). Specific issues include but are not limited to: 1. Require us to hire an outside caregiving firm to sit with my mother 24/7 (and they'll kick my mother out if we don't do this). This costs as much as Atria itself and so doubles what we budgeted. Because we're paying for the 24/7 companionship, the Atria staff have felt free to ignore my mother entirely and don't even respond to emergency calls for assistance. 2. Send my mother to an inpatient psychiatric hospital if her behavior is anything less than absolutely perfect. As an example, my mother once took a bite of food off of her neighbor's plate (something you'll see 100 times in this cognitively-impaired population) and off she went to the psych ward for more meds. 3. We got phone calls for minor matters but not for major developments. There were as many as four or five call a day on things like she fell onto her butt getting out of bed but didn't hurt anything. When the doctor changed her meds though, no one told us at all and we had to find that out from the psych hospital when they sent her there a few days later. This is particularly egregious because Atria was aware that my mother has issues with a great many meds and that the topic of meds is at the top of our list of concerns. 4. The billings we received were incorrect and nearly impossible to understand. You should know that I have spent my professional career working as a forensic accountant and am currently serving as the partner in charge of a consulting practice in that field at one of the Big 4 firms. I spent serious time on these bills and could only understand so much. I just got off of an hour long call with Atria about the bills and there are at least four billed items that even their billing expert can't figure out. I simply don't trust that we aren't being robbed. I really hope that Atria can get its act together on these issues and all of their issues. The area is in desperate need of a quality memory care facility.

I trusted my mother to the care of Danbury in Brunswick, Ohio for 1 week of respite care while I had to be out of the country on business. Biggest mistake I could have made. We met with the nursing director before we signed, and was assured of basic assistance for simple things such as suitcase lifting, checking on her while she showered, even the time she would be awakened in the morning, and meals. The facility is severely understaffed; more than once they completely forgot to check or order her a meal so she had to argue to get any food - yes, they actually told her that they forgot her -- and the meals she ordered were commonly incomplete (she was told more than once that they had run out); Two nights she could only have a hamburger for dinner because they had run out of meals; we were told items would be available from the kitchen for small snacks other than at regular meal times such as for a bedtime snack- when she asked for one, she was told the kitchen was closed. They give you a pendant to push when you need help - it commonly took 20-30 minutes to get a response....aids, including males, will walk in the door without knocking, which is disturbing to an elderly lady; the time she asked to be awakened every morning was not honored once, but rather the aids would come in earlier; she told an associate that she was not feeling well one day, and this was never addressed; I called and talked to the nurse in charge asking her vitals to be checked and was promised a call back -- it never happened. She never received any offer of help for basic activities as had been promised. Her room was never cleaned, and to get help to get the bed made, she had to ask every morning. They had planned to put her in a single sized bed; I had to pay an extra $75 for the labor charge, the day BEFORE we arrived, to have what was supposed to be a queen sized bed put into her room - the bed we found upon arrival was smaller than a full sized bed. This is only a brief glimpse of what she experienced during her week -- things got so bad that I had to return home early from Europe to remove her from the facility. Needless to say, nobody from Danbury ever called to talk to us about her leaving early, nor was any money refunded for the time she had left (you pre-pay the entire amount at the start of the stay). My mother was in worse shape than when I left her in the care of Danbury -- and I hope this review will prevent it from happening to another family. Please do not trust the care of a loved one to this facility. All of the horrors you hear about nursing homes was proven true from our experience.

If you care at all for your loved one do not put them here. My mom has been there four years and it has gone down constantly. Managers change like the weather. Can’t seem to keep staff. Food is horrible. The manager had been the chef the last year!! Cleaning is very poor. They do not care about these old people. My mom fell and they refused to help her up. Said by law they couldn’t touch her. Do not put your loved ones here. It’s so sad.

We decided against going there. They rushed us for a deposit. Then insisted we sign by the first of the year and then never heard from them. The nurse was supposed to assess my parents and had two separate appointments and never showed. We decided on [removed]. Wonderful Experience!!!!!

My mother is a resident there. It has significantly gone down hill over the past month. Again, changes in management. I use to get quick response to my concerns ; now I get ... playing phone tag .. without response. The DON appears to have very little knowledge about Alzheimer’s Dementia. This is not a good selling point especially when you have a MCU. Often when I arrive it’s social hour in front lobby .... hum... I don’t see quality care or integrity like I did previously ... I’m looking to Move my love one.. in an industry where you need that Dementia Expirence - I just don’t see it anymore ..

They Did not Help my Dad. My Dad lived at home by himself at 90 years old. Moved in Here @Dominion Took his Alert Button away from Him. Did not Badge his Arm up after falling. He was Bedridden at the end in less than 2 months. Poor Management starting at Top Executive Director down passing his problem off to anything they could well under Staff at this location. Had Hospice of Chattanooga to Help at the end. Thank God @Hospice of Chattanooga was our only Help for my Dad ever received HERE. R.I.P. Dad.

My family member resided at Manor House Assisted Living for 5 1/2 years. Our family was always struggling with the low bar service level for high dollar price. We found pills all over her room where nursing staff just left with her, even during the mild part of dementia. I found pills in the pockets of all her clothes. Various family members were always concerned about their lack of cleaning the room, each of us keep had many numerous complaints. Then, finally, as her dementia advanced, we hired private sitters to up our loved ones service level. Then, the Manor House staff just handed off responsibilities to the sitters, and did not even perform basic cleaning for about $1,000 a week. They stopped changing my family member, cleaning her room, and unknown to our family, Manor House bared her from the dinning room without telling her family or conservator. I later learned that this facility has other families concerned, and they have fired nursing staff over violations from the state. We are pursing these matters.

We lived there one year and shortcomings began to surface spring 2018. The brochure doesn't reflect "actual" life at StoryPoint. We left this senior complex because: 1) Promises never fulfilled 2) Inconsistencies in food pricing 3) Mediocre food quality and frequent poor service 4) Inferior care given to bedridden residents 5) Serious omissions about care pricing 6) Unauthorized entry to our apartment 7) 146 days following our notice to vacate, no one was shown our apartment in spite of multiple (written & oral) statements from management 8) No follow-up to several letters written to this corporation

They said they were going to evaluate my husband but didn't. I went by to go on a tour only to find out they decided that they couldn't take him and tried to shift me to their location in Barrington. I asked for them to email prices and info they were going to call & email them and said I should have the email by the time I got home. Needless to say I haven't received anything.

Had a family member at this facility and truly not impressed the reviews this place received truly had to come from management the care my family member received was poor and the turn over rate was horrible the promises that they can’t keep and definitely not approachable especially [name removed] very poor customer service . Very Poor representation of the company Highly would not recommend this place for your Love One .

This point in a senior's life should be relaxing and stress-free. Unfortunately my mother has had many problems that became apparent after signing the lease ( of course). The 'wellness" area of StoryPoint is deeply flawed and in a constant state of transition. Employees are fired, quit or walk out on a daily basis. We never know who will show up to assist my mother. The people in charge of wellness do not return emails or phone calls and it's nearly impossible to get a simple answer. The Salon employs women who are not nice at all. They also do not answer their phone or return calls left on voicemails. After 3 attempts, I finally went to the Salon in person, and was treated very rudely. I had hoped that having a Salon inside my mother's building would be a good experience, but find I have to take my mother out to a local business to get her hair done because of the lack of concern of these ladies. The StoryPoint sales person was very attentive when I was "just looking", but she became distant and unapproachable when I had questions about other areas and pricing within the building. Sadly I can't in good faith recommend StoryPoint to anyone looking for their loved one.

This place wants people that do not need assistance even though it is called assisted living. They have a bell that you can pull and someone is suppose to come and see what the problem is but they may show up anywhere from 20 minutes to an hour. They really aim their programs toward people that could really live in independent living. We were very unhappy with the care that we received while at their facility.

My Mother lived at the New England Club for less than 3 months. We moved her to another facility because we were not satisfied with the care she received from Superior Home Health Care. Superior Home Health Care is in parternership with the New England Club to provide 24/7 or 16/7 care. My family was promised that they would be able to take care of her in the apartment that was rented from New England Club. After several attempts and a meetings with the Superior Owner we decided to move our Mother before something happened to her. We also met with the General Manager of New England Club and we're very disappointed with follow through on his part for resolving issues related to the experience our Mother had while living here.

We were very disappointed with the assisted living side of Independence Village. My mother had lived on the independent side for 5 years and we moved her over to the assisted side 1 1/2 years ago. She was in her room for hours on end without anyone checking on her. They raised the rate by $1500.00 because they said she needed assistance walking to the dining room. Of course she very seldom ate in the dining room because they brought her food to her room. We asked them to encourage her to eat in the dining room. When I stopped to see her at lunch time she was setting at a table by herself facing the wall while there were several empty chairs at tables that were occupied. My mother is a social person and had always enjoyed interaction with others. Of course we moved and are extremely happy now at a much reduced rate.