Trustwell Living

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

This is regarding my mother's lunch today. She wasn't feeling well and was being seen by her doctor at his office. The staff was kind enough to bring her lunch to her apartment. She was given herb pork loin, sauteed spinach & mushrooms, baked sweet potato, sherbert and beverage. She doesn't like spinach or sweet potatoes (she doesn't like alot of veggies). So the only thing that she would eat is the pork loin. She had1 piece of meat that measured 2x2 1/2 inches and weighed 0.8 ounces. She was not given any bread, salad or fruit if it was available. The meal was disgusting. Even if she liked the sweet potato it only weighed 4oz and spinach was 2 oz. This is a meal for someone that is in their 90's?

They do not have full kitchens. Not in the running.

I’ve had a rough go with this facility. The initial intake assessment was poorly done and upon my Father-In-Law’s arrival, they were not prepared. He is a two person assist and they only had one person there who was told that my In-Law was able-bodied. No one there had any information about his conditions. After a very stern conversation, they did a reassessment on my behalf. I feel like they did a bait and switch because his care cost almost doubled from the initial assessment. They promised me the moon and at the end of the day, they never delivered. I really felt like the executive director was just trying to fill a slot. There are some really great staff members here. They were phenomenal and really proactive in his care. If it wasn’t for them, I would have removed my Father-In-Law immediately. However, I feel like they are being worked to the bone by the director. One time my In-Law asked to go to bed and was told it was going to be a bit. An hour later we asked one of the caregivers how much longer and she was rude. She told us she was pregnant and it was going to be another hour for him to get assistance. We waited 2 and a half hours for someone to help him. When he got into bed, we went to dinner and while out, we saw an ambulance go by and we hoped it wasn’t for him. When we got to the facility, it was for him. He had gotten out of bed and there wasn’t enough staff to help him get into bed. Also, at this facility, I have been told by other residents that they are bored out of their minds. There are no activities for them to do. I would not recommend this facility to anyone who has high care needs or who is able-bodied and active.

too small of facility. Not enough activities.

My mother decided not to choose Bickford due to location. They will try to pressure you into a quick deposit. In fact, I had to run it back the same day. Once I requested her deposit back, they indicated they would refund the money quickly. Then a couple weeks later, I got a call from another person at Bickford that indicated it would be 30-60 days for a refund. Poor business practices...

Please look else where before putting your love one in here. There is not enough staff to take care of your love one. The attention is very little. there is no place for them to have family time out side of there room. They do not know how to communicate with there staff members things are not passed on. Very poor communication between staff and family members. When upper management is asked a question they can not answer it they tell you to ask there nurse. The DON can not answer any thing and knows nothing about your love one. Now it is very sad when you ask a question there you are directed to take it up with there nurse. So then the nursing staff moral can not be very good when the family member are coming to them upset that know one will communicate with them and nothing gets one about issue's. Some things like neglect to the family's loved one like not taking them to the rest room when needed and leaves them in there chair or beds wet for hours because they are under staffed. This is a place that only care about money. They make it sound like they car but trust me the saying don't judge a book by it's cover make sure you open the book and look very hard. Just go and visit when they don't know. look and listen to see how many alarms are going off and how long it takes to answer them. Look at the space. Look at there activity room. what are they offering your love one to be active and to keep there minds sharp. I am sorry we where promised so much when we put are loved one in there and all we have done is fight with them to get are loved one the best care possible. We as family member should not tell the staff when there are issue with are loved one they should call us and tell us this is what they notice. This letter could go foe ever so PLEASE look very close and hard and make sure this is where you want your loved one to spend there rest of there life and is not going to be pretty and your loved one is going to be very unhappy. God Bless and always keep your loved one's in your heart.

Poor care, staff is over worked. Building smells terribly of bodily fluids. Pushy in sales and give you big discounts but it's not worth it. I would be afraid to let my mom move there.

We became very dissatisfied with Bickford in very short time. My wife had been at Bickford for less than 3 weeks and it became abundantly clear that she was getting VERY little supervision - almost no help with the tasks we discussed in her assessment. There were several VERY serious problems that believe are a result of a grossly UNDER staffed facility. Bickford has 28 rooms - it appears that they maintain occupancy of 25 - 27 residents at any given time. From our experience in the initial 30 days of my wifes stay at Bickford it became VERY problematic regarding the UNDER staffing business model of their facility. ESPECIALLY on Weekends! Out of anger and frustration I moved Peggy into another Memory Care place - Care Haven Homes - It appears that Care Haven Homes uses a business model that is MUCH more attuned to delivering the necessary level of care for their Residents. Without going into great detail I will simply state the I would NOT recommend Bickford. However, I would like to say that I believe the major problem with Bickford is their Business Model - obviously their primary concern is NOT delivery of good care but it is to keep Maximum possible occupancy wile keeping operating costs at a minimum - Hence the understaffing problem. I can only surmise that this is NOT unique to Bickford - but that probably would be common with Facilities that house more than 20 Residents under the same roof. I do NOT believe it is possible to adequately deliver necessary services to that many (20+) Residents in one building/facility. Therefore I would recommend steering away from "Memory Care" operations that use that business model. Bickford failed us - my wife miserably.

On January 15, 2016 my wife Martha T [removed] and I scheduled a short term stay for my wife at Bickford of Springfield, Illinois. The dates were April 16, 2016 to April 24, 2016 at a cost of $100 per day. I wrote a check in the amount of $500.00 for the deposit. The deposit signed statement stated that “the apartment rental rate is fully refundable if I am/the resident is unable to move in.” I was going on a week-long trip and Martha couldn’t stay home alone because of her anxiety with being alone. She decided on Bickford rather than staying at her daughter’s house because they have 2 Pit Bulls and she couldn’t stand being around them. On April 24th I brought Martha to Bickford at approximately 1:00 PM. I then wrote another check for $300.00 requested for the remaining balance of her stay at which time we did not receive any copy of any contracts. We then moved her belongings into the room assigned to her. I then left to prepare for my trip. At 3:00 PM Martha called me at home saying that due to her anxiety she could not stay at Bickford. I immediately went to Bickford to her room where she had not unpacked. We then informed Bickford representatives that Martha was not going to stay the remaining week. We then moved her belongings to our car and went home. During her 3 hour stay she did not eat any meals or use any services or activities and was not visited by any Bickford representatives. Martha self medicated herself and did not require any special services. I contacted Bickford of Springfield, Illinois on April 25th about getting a refund for the days Martha was not staying at the location. I was told that because they were full and could have filled the unused room that we would not receive any refund. While we were there it did not seem that all the rooms were in use as there were very few people there.

Finally Maybe the main Corp. Has opened their eyes as to what has happened in this building since two individuals had got management positions and they did not know how to run a building and got rid of staff good people who knew their jobs but they knew nothing about comfort or care of individuals regardless of staff or resident care.

Nice place building wise workers are lazy. They often catch attitudes even sometimes hear arguing amongst the co-workers. Management is bad there is no nurse at night. So if residents fall it is up to the 2 workers they have at night to care for resident. Very unorganized food you only can choose between fish burgers chicken breast and whatever else they just whip up that you have no choice but to eat. Place needs better management and better workers.

Everything about this place was perfect -- until it wasn't. We thought it was the perfect fit for my parents: it would allow them to stay together, even though they had different needs. We had everything for them set up, my father had paid a deposit, and the facility was nice. After my mother's medical evaluation, we were all set up to move them in and then we were suddenly told by the corporate office that they could not longer move in. My father was able to get their money back, but there was a lot of confusion about the policies of the community. We told them every bit of information they needed to know, and we felt as if they were very unclear on their policies. They put us in an inconvenient position. Thankfully, we found another community for my parents, but we are still disappointed over what happened at Sterling House. We really just hope that this never happens to anyone again, that they change their policies, and make them clearer.

That place is horrible. They confined her to the room all the time. They didn't have enough staff to take care of her, they sent her to the hospital and didn't even refund her money. The staff was really nice, the aides were really nice, but the management was very snippy. I don't recommend going there ever. We chose them because they were the most responsive right in the beginning. We had to hire a company 24/7 to care for her, because they didn't have enough staff.