The Arbor Company

I selected The Preserve at Palm Aire based on the marketing dept's assurance that they could meet the needs of my parents after living independently. I found this not to be the case. My parents have been together more than 60 years. My mom has Alzheimer's, very mobile, not an elopement risk, but need help with bathing and grooming. My dad uses a walker, is very sharp but need help taking care of my mom. After several meetings with management, including an over 2 hour meeting with my parents and their staff (nursing, director, etc). We decided on accommodations and level of care. I shared every detail about my parents, tips to managing my mom's care, everything! They told me that their staff was highly trained and would able to manage their care. They moved in mid January 2017 and things went downhill from there. They asked me to allow the staff to get them acclimated to their new home. They were there a week when I visited. My mom had not been showered, her underwear was soiled, had not been changed for days and my dad was feeding her dinner. I could not believe it. My mom was supposed to be showered and dressed each day and they were to eat meals in the dining room. I complained constantly about their care and the staff began to step up. After about 3 weeks I was told that my parents could no longer reside there and would have to move in 45 days, but they were pushing us to move out sooner. They offered Memory Care, but my dad was not allowed to move in with her and it was twice the price. I thought I found the perfect place, but it was just an illusion. After all of that I'm back where I started. I moved them in with me at the end of February, but the furniture was there until early March. They charged for their care even though they weren't there and I haven't received the community fee back yet. A huge disappointment.

This place is horrible and needs to shut down immediately. The community from the time you walk up smells disgusting and the community is kept very filthy. There is not enough staff to take care of the residents and the staff that is there are very bad. My loved one was neglected on many occasions and the head [Removed] was of no assistance to us. She just kept saying well this might not be the place for your loved one then. Never any kind of resolution for them not doing what they needed for the residents. I would never recommend this place to anyone.

It is horrible at The Vantage at Cityview. The food and dining room is just a horrible experience. The service and food is terrible. They say they will do things here and they don't. They still don't have anything fixed that they said they would. I would like to move as soon as possible. Everybody I know of here is ready to leave. It has not been a goo experience.

A dear friend who has Parkinson's move in recently . They were promised a max wait of 5 mins when the button was pushed . It took 23 mins . They are severely understaffed , yet people are steadily moving in .more money. The doctor left specific orders concerning meds that we're not carried out. It was a difficult decision to move from their home , which has been even more difficult thanks to the harbors broken promises , if you are understaffed , stop moving people in ,!

Look else where - the staff are not attentive to your loved ones and management just wants your money.

I wouldn't trust these people with a pet mouse. They were very aggressive in recruiting my father out of a rehab facility despite knowing full well that his retirement income per month was roughly half what their "usual" monthly charges would be. They knew he had about $15,000 in savings and was waiting for his Veterans pension to be approved. They vacuumed his savings away over 6 weeks with all kinds of extra charges, put him in a room he could not come close to affording and when they knew his money was all but used up, they trumped up some allegations about him and threw him out. Since then they have been trying to collect around $1,000 more from me despite the fact that he had already paid for the "services" they are now billing for and that I am not in any way responsible for his debts. They also have a list of local social workers who funnel clients their way many of these social workers were previously employed there. It's a racket of the highest order.

Did not like facility at all. Smelled like urine and no one looked happy. Facility was uninviting.

After the experience we had here I would not recommend this community to anyone. Our loved one's apartment ended up getting a bad mouse infestation, and they did very little to clean things up, despite our constantly contacting them about it. Our loved one ended up getting sick from the conditions and even after an extended stay in the hospital when she returned no cleaning at all had been done, her soiled clothes were still in her hamper. Even now that we are moved out we're having trouble getting in touch with the billing department to settle things up.

Rooms to small plus too Pricey

My mother moved in less than a month ago and eats peanut butter and crackers because the food is terrible Arbor has always been known for good food something’s wrong they don’t even offer what she orders and substitute because they ran out this is unheard of

My husband was a resident at Atria Villages of Windsor Memory Care. The care was awful, the activities were non-existent and the management was unresponsive. Please take this seriously because I feel it is my duty to prevent someone else from making the mistake I made. They make the place very pretty but unfortunately they care more about appearances and profit than care. During the majority of the time my husband was there there was no Director of Memory Care (she was told to leave for reporting staffing and safety insufficiencies) and therefore rarely was the staff supervised which led to many dangerous situations. Please believe me - it is too late for my husband but I want to avoid someone else getting hurt. They should not be in the memory care business.

Unfortunately I cannot recommend Atria Villages at Windsor Memory Care and I advise you not to place a loved one there. As everyone said the facility is beautiful BUT the care is inadequate. The activities are lacking and not at all as described and promised. There is no leadership or management present most of the time. This lack of supervision leads to dangerous situations and people need to know that there is a lot more to a memory care facility than a lovely appearance. There needs to be caring, skilled, compassionate people. Training is definitely lacking. I hope they get there act together but right now things are not good.

My mom lived in the memory care and it turned out to be horrible. They told us when we moved my mom in there they work with and do things to help with memory and care. Well they did nothing even close to that. They put everyone in a day room, turn the tv on and let them sit there all day doing nothing. My mom had her own room where she could have spent time watching HER daily shows she always watched. In the 4 months my mom was there her mind went very rapidly out of all the years she had alzheimers. She also got scabbies in there. She fell several times, once breaking her shoulder. Her final fall was in that dayroom with supposed supervision and it ended up taking her life. So be careful as to all the great things they say they do because they don’t. Sure everything looks nice and the people are but the care is NOT!!!!

Abominable staff starting from the top down, especially the Executive Director and the ONLY RN on Staff, the Dir of Assisted Living. Everything from poor service and lack of care to medication mismanagement. No way this place should retain their ALS license. You can bring things to top management's attention at Arbor Group and they bring up to the local team who ignore and then retaliate by charging more money without any reasoning whatsoever. RUN! There is a reason that residents are moving out very quickly.

If I could I would give this facility zero stars. My father was a resident at Arbor Terrace for 5 months. When they accepted him into their community and performed their initial evaluation they know he was a diabetic on a sliding scale. They assured us they could take care of him. We even paid an extra $300 a month for diabetic management. The first thing they did wrong was keep him in the memory unit , even though cognitively he did not need to be there. Their explanation was "He needs more eyes on him for medical reasons". They should have told us that upfront. My father was lonely and depressed in the memory unit because he was with residents who were in the later stages of dementia and were unable to hold a conversation. He had no one to socialize with. When my father went to the hospital, and a short term rehabilitation facility for 3 weeks they left me a voicemail stating that they would not accept him back because he was not "medically appropriate " due to his diabetes. They told us 3 days before he was set to be discharged from the rehabilitation center. Arbor Terrace was my father's home. We sold his house to pay for his housing there. He had no where to go, and they didn't care. I asked if he could at least stay 2 more weeks. They told me no. They didn't even offer to help find an alternative facility. Again, they knew he had diabetes and was on a sliding scale for insulin when they accepted him as a resident. We also paid a $300 diabetic management fee. They never mentioned to us that he may not be medically appropriate until he was out of the building and did so with only 3 days notice. [Name removed], a nurse and director of their memory care unit is rude and unprofessional. She did not agree with my father's doctor's orders and refused to work with him and his office staff (even though he is a doctor and she is only a nurse). She told me she would not call and speak to the nurse in his doctor's office because she did not like her. It was her professional responsibility to speak with her to coordinate care and she refused. I did not have much interaction with [name removed], the executive director, but when I made her aware of what [name removed] lack of professionalism she didn't seem to care. Don't be fooled by the beautiful physical appearance of the property. While most of the med techs are very nice and take good care of the residents, the directors and leaders are unprofessional. This is a new facility and they clearly still have some "kinks" they need to work out. If they claim to have a diabetic management plan they need to know how to manage residents with diabetes or not accept them into their community.

Atria Willistown was the worst! Short staffed, no activities, constant urine smell. The workers did not care about the residents. It starts from the top. Executive management also didn't seem to care. Had my mother there for less than a year. Moving her was the best decision I made. My heart breaks for those residents still there.

I’m a resident of The Preserve at Palm Aire. I agree with everything Run Don’t Walk says about the place. I’m sitting in my hallway right now with no air conditioning while the housekeeper cleans my apartment. She was on vacation last week so nobody came to clean. I called the Front Desk to report the lack of air conditioning & nobody answered. The dining room & the wait staff are nice although we usually have to wait a long time to be seated & served. Good gym & activities & the entertainment staff tries hard. The buildings & grounds are beautiful. My big criticism is that the general, housekeeping & dining room administrators are unavailable & unresponsive to the residents.

I am a private care giver for a resident at the harbor. I have been asking all week for them to take care of an abundance of wasp in the courtyard. Nothing has been done. Also, I know many of the residents here, and the attention they get is seriously lacking. I have spoken to the director [name removed], but it’s useless. He claims to have worked at many senior homes, but I don’t see when he could have. The lack of personal interest in the residents is appalling. The food is terrible considering what it cost to live here.The residents should be content and cared for for the ungodly rent they charge. The management should be ashamed of themselves. I hope when they get to where they need assistance, they will get what they are giving these residents now!

Service at this place is poor at best. The front desk and manager are nasty. Food is fit for a dog at best that waite can be an hour's. Food is alwast cold the place is dirty. They sell soda to the residents after they got rid of the soda machine. You meed to go over your bill with a fine tooth comb they make lot of mistakes in there favor. This is where you put the people you dont love. Dept of health please come soon.

The facility is clean and well maintained but it is badly understaffed and management is unresponsive to complaints or calls for information. This is a great place for your loved one(s) if they don't mind abysmally bad food and worse service.