Trustwell Living

The local leadership is kind and as helpful as they can be. Enlivant, the corporation that owns them, is trash. When we moved my dad in, we setup automatic billing-- $[removed] from his Social Security, the balance monthly from my account. I had already ignored the myriad COVID lockdowns, the lack of staffing the huge effort to request any type of service. In July of this year, I found fraud in my account. The bank made me close the account and open a new one. In the process, I realized Enlivant had not taken a payment since March. I kep trying to contact corporate to update the information. Three different customer service numbers provided to me by the facility were not in service. I was headed out of the country for two weeks and had to table fixing it since the local facility wasn't empowered to change the account for me. By the time I returned, Enlivant had marked April, May and June as NSF. They canceled all automatic billing and let the account go further behind!

The first week of Respite Care under the supervision of management went well. Things went downhill from there. Staff on the Memory Care floor were rarely at the nurses station & were often sitting around engaged in personal conversations,, regardless of the time or day. The tablecloth in the private room was extremely soiled. Clean & soiled clothes strewn all over the bed. Broken glass on the windowsill. Family noticed & made staff aware of a leak in the room Spoke to a nurse directly & was told things would be taken care of but it wasn’t. Had to have a guest ensure that the lack of cleanliness was taken care of. Received errant invoicing & additional money due for a two week stay after removing resident. Spent over $[removed] for this stay. Would not recommend this community & have shared this stay with medical professionals.

The worst care. Do not take your loved one here. They will tell you everything you want to hear while you are looking for services. They will not give you loved one the care they promised.

Director and DON both very fake. Lie to get patients in the door making families think they will get the best care ever. Not true. They accept people that aren’t fit for that type of facility, don’t staff the floor to accommodate, therefore, one aide and one nurse running around trying to do it all while head management sit in offices and pretend they don’t hear call lights, management turns blind eye knowing residents aren’t getting toileted or fed as they should be (yet still getting charged) all because they just want to fill the rooms and accept people that need more care but still don’t increase staff. Medicine errors are made because nurses are so busy working as a full aide. They can’t keep staff because they’ve burned them all out. Unsafe. Family and staff have reported management to state more than once. Management does very unethical things. Two long time nurses that have been there have been observed falsely documenting. It’s about money there. Not about care.

Place has gone down hill the last 2 years mostly from poor management and inability to keep the place staffed. Said they were going to remodel 2 years ago but facility is in disrepair with broken A/C, ceiling leaking water on the 2nd floor, dirty windows, paint peeling and scuffed along the walls. You can find a much nicer place for the money they charge. Don’t let the name change fool you, it’s the same inept leaders running the place.

We did not have the best tour experience with Cimarron Place. The people showing us around were nice, but when we were walking around on our tour we did not see anyone. There were no residents out and about, they were all in their rooms. We thought that was very odd and it just gave us a weird vibe. Was definitely not the right fit for my dad.

Our mom was here for 3 months. Caregivers are poorly trained and grossly under staffed. Staff is not trained in basic caregiving. Our mom could not walk/stand so she relied on the staff. Response time for assistance was 15 minutes or longer. At night it could be 30-45 minutes. Some of the caregivers were rude and made my mom feel that she was bothering them when she pressed her pendant for assistance. Mngmnt did a horrible job monitoring their staff. This facility is not a good fit for residents that need extra help. House keeping was horrible, and most caregivers are unaware of residents basic needs, they are preoccupied with other tasks such as kitchen cleanup/laundry that helping residents suffered. Several times meals were missed or she was feed soup two meals in a row because they ran out of the food from the dining room. (If you eat in your room due to physical limitations you are fed last). If your loved one needs extra help, Ridge view Place is not the right facility.

The main thing is that they are not geared to help diabetics at all which was a huge problem for us. Their menus did not even give options for diabetic choices. She went downhill the whole time that she was here. When I tried to speak to them, no one took the responsibility and they would just pass the book. It was a nightmare and I would not recommend them to others, it was the worst condition I had ever seen her in.

I was there for a year. The employees were excellent and attentive to your needs. The management was the problem. Overcharges were everywhere.it takes them two months to credit your account. You are charged for every extra napkin.

Unsafe, director is uncaring. Not enough staff (one aid for entire building). Residents not being fed or changed because one girl and one nurse cannot do it all. Reported to state but nothing changed.

Biggest mistake of our lives putting mom here. Hard sell, everything is wonderful. Move in to your cell and become a prisoner of your own mind. NO stimulation. Policies change on a whim. Care levels change instantaneously and therefore so does your bill. The CNAs are from a temp agency - different faces every day. Management is capricious, you never know if you'll get Jekyll or Hyde on any given day. Run while you still can!

Many years ago, when my mother first began living there, we were happy with the care our mother received. In the last 2 years or so things started going way down hill. Poor cleanliness, much of the staff seemed uncaring. We contacted corporate, the "official number" to call for complaints, on 3 occasions by 2 different people, and no one ever returned the call. There was a nurse that we had really liked, but she quit for the same reasons. She said she just could not continue to work there. Our mother began losing her memory, and suddenly one of my brothers noticed her wedding ring, gold watch, gold chains, and all "real" jewelry had turned up missing. Maintaining my anonymity until our mother is moved out.

My grandmother often would not receive her meds. She often only received meds after I would call the director to ask where they were (2-3 hours after they were due). In my grandmother's 2.5 months in this facility, almost every shower was missed (she was scheduled for 2 showers per week). She was only receiving showers when I would reach out to the director. To top this all off, when we moved my grandmother out in November, the facility "lost" all of her meds. We had just had three months of all of her meds filled three weeks prior to her move out. [name removed], their director of nursing confirmed that they could not find any of her medications and that they were just "gone." When I called our doctor's office to explain the situation and request refills, the receptionist's immediate response was, "oh, Bickford, that does not surprise me at all." It is absolutely terrifying to me that this facility is still open. I am absolutely begging you, please stay away.

When calling to wish my aunt a Happy Thanksgiving and verify she received the flowers I’d sent ... I was told by a receptionist that she had “died a month or so ago”, no date or reason known! I live in Tennessee, have visited the facility, they have my contact information - and this is how I find out she has passed? Good luck

They didn't take care of my mom's needs and they evicted her during COVID without any notice for us to find placement. I orginally chose this community because it was the only assisted living in her town. I would not recommend this community to other families. My dad felt like they lied to him all the time.

My mom moved in 5 days ago. Family were told that 2 of us could help her set up her apartment and help get her hearing impaired phone setup. When we tried to do that, we were told we could not do that. The administrator of Eagle Pointe Place, [name removed], refused to come and meet with family. [name removed], was argumentative and very disrespectful on the phone. She would not listen to family members trying to explain mom's severe hearing deficit and that she uses a special phone for the deaf. The phone was scheduled to be installed by MediaCom on Saturday but, since the maintenance man was not on duty after 12:00 PM MedicaCom was refused entrance to the building. My mom had to go without any contact from family for 5 days. No phone, no internet, no visitors, no no no.. Eagle Pointe Place needs a transition team in place during this covid virus situation, so new residents can move in and feel at home instead of like they just made a huge mistake and are now in prison. Trying to contact Enlivant, the corporation that owns Eagle Pointe Place is useless also. Their phone #[removed] is machine answered and it is impossible to speak with a real person. 3 messages have been left in the past 2 days and no one returns calls. I believe they only care about making money and not much else. The family is very disappointed in Eagle Pointe Place. I will credit the other staff members I did meet, as being friendly.

SLEAZY COMPANY - ENLIVANT IS RIPPING THE MATURE ADULT OFF! My father who is fairly self sufficient, has just received a letter in the mail for an additional $540 per month due to their rate increases for exactly the same care and lack of activities. They sit in the facility and no activities occur, just waiting for their three meals per day. Seriously, every time we go there, the residents are sitting around on the couches and chairs doing nothing, waiting for breakfast, lunch or dinner. The staff is nice and the inside was remodeled a few years ago but other than that, avoid this facility - they are rip off artists. AWFUL.

infested with bed bug bad

Not recommended - The admin will promise you the world until you sign on the dotted line. Then you are on your own. Aids don't care about residents and have no idea how to deal with residents with dementia. Very dated facility. And it says it has dementia care but that is non-existant. If you don't care about the above issues, I wouldn't move in until the bed bug infestation is fixed. All floors. I would look somewhere else.

They lied to us to fill a bed.The old director lied to my whole family as he was quitting.I would not reccomend going to this place because of the fact we were told one thing,then after my parent moved in they changed everything and charged more.NOT HAPPY