Willow Ridge Senior Living, LLC

This is the first of several emails I sent to the Knox County Ombudsman's office regarding a refund due my dad after he only lived at Deane Hill Place two months and was miserable there. This contact with this agency was the result of months of frustration dealing with Deane Hill Place last year and getting very little attention on the part of their administration. I understand that there is a new administration at Deane Hill Place, so hopefully things are better for their residents and family members.

Everything would be a 1. We have had nothing but trouble since the day my mother moved in. 2 showers a week was a dream, regular housekeeping is spotty at best. The menu is limited and many items are loaded with sodium. Things have improved somewhat but still far from what we were promised.

Cranberry Landing, a nice facility, relatively clean. We made the mistake of placing our mother there. Mom’s small room was nice & comfortable. Good natural light. The food is atrocious & not fit for seniors to eat. Everything is processed-hot dogs, chicken nuggets, pizza. The residents are elders not children. They need healthy balanced meals. The staff is mediocre. Besides a few aids that were pleasant & helpful, we found the staff to be lazy and impatient. One nurse was disinterested in anything mom said. She was impatient & intimidating. We were afraid to have her caring for our mother. Dining staff yelled at the residents to hurry up & eat so they could clean up. The staff did not accommodate residents that forget to order their meal. There is a lack of communication with the family. Everything communicated after the fact & abruptly. Not professionally managed. Look at other facilities before selecting this one. There are many better. We moved mom as soon as we could.

The Atria has gotten so bad that I had to move my mother from this facility . The cleanliness , food and care are horrible . Activities shown on calendar almost always canceled or when my mom showed up no one was there to do the class/activity. There is a resident across the hallway from my mom who smokes so much the hallway is so smelly from smoke they had to put a air purifier in the hall it was plugged into the wall and a tripping hazard.

My husband was assessed and accepted for the enhanced level of assistance by a social worker, not a nurse. Within two days of moving in, the overnight shift would not assist him with the Apex, telling him that they had bad backs, they didn't know how he got accepted for residence in the first place, it was ridiculous that they had to do this, he needed to do all of the work, they were not familiar with the Apex and he would have to tell them what they needed to do. When they did finally lift him, my husband repeatedly told them to put him in his wheelchair instead of the recliner in his room. They refused to do what he asked and put him in the recliner anyway, making it almost impossible to lift him again. The administration said their internal investigation determined that all the allegations were unsubstantiated, but they terminated an employee for saying some of the exact comments. Go figure.

This place is where we mistakenly placed my father in the Spring of 2023. They continuously left him without his 2 promised showers per week -letting him on numerous occasions go for 10 even 15 days without showers. The dining staff cannot wait to get out of there at night so if your loved one doesn't arrive at the opening hour (even though it is open for two hours) they will be given cold soup and a cold sandwich. The ladies here could not get his medication correct for anything and his blood thinners were not even re-ordered when they ran out. I guess they just hoped he wouldn't stroke out. Videos coming soon to YouTube of this horrendous nightmare. We contacted our state representative as well. If you Google them you will find horrendous reviews from former staff that also claim "[name removed]" and company are not good managers. Don't get me started on [name removed] the LPN in charge of the nursing. They lie through their teeth regarding his care.

This place was once good, but mismanagement, lack of staff, no security, food service leased out, no communication with families. Little to no training, documentation of healthcare, the list goes on and on.

My mom has lived in Manor Hills for a little over 1 year. Has a double room which she pays out of pocket. I have had to talk to too many people about getting her sheets changed, her bathroom cleaned and her main living area cleaned. The turnover of workers gives me an idea on why things don't get done. What's the reason for this? It must go back to the owner. I'm pretty sure there's not an RN in the building, not many LPN's. Just low paid aides. The food is the most unhealthy and awful food you could give them. Every week there's hot dogs at least twice. 1 day was grilled cheese with soup for dinner. Soup was crossed off. So, just grilled cheese. Pretty sure wasn't real cheese. Their hairdresser left months ago. Hasn't been replaced. Fingernails and toenails don't get touched. My mom is supposed to read the calendar to know when things are going on. She doesn't even remember there's a calendar there. The owner just wants the rooms filled. Not taken care of.

The business office [name removed] never returns calls to her cell phone an emails. Then tells your loved ones they owe thousands of dollars which is incredibly wrong. [name removed] does not communicate never to be found, i am always she at Dean Hill somewhere but nobody knows where.

They changed management and I thought they would be better this time around, and they were close to my location.They were abusive and I had to move my loved one.

I moved my parents from PA to VA and into Heritage oaks. when they 1st moved in food was great and service was good. Now the food is unelidable as is cold or burnt. staff does not wait on in a fast manner. My mom refuses to go in as her food is cold and she has dementia and gets agitated that it takes so long and is so cold in the dining room. Rent went up last year and going up again. i understand cost of food has gone up but my parents are unable to eat the food in cafeteria and spending money on groceries so they have decent food to eat. I really don't want to move them as they like their apartment and their neighbors but i also want them to have good food to eat. i am here every Mon Wed and Friday so can attest to the food and i am like everyone's niece and they all complain to me about the food and service in Dining room.

This was a terrible experience for us. The behavior by the staff at DHP was very unprofessional. My mom is a higher functioning Dementia Patient... she is still very aware, alert and an intelligent lady! They made fun of her, she was asked to eat in a corner by herself because one of the ladies decided that she didn't like mom sitting with her and the only other 3 ladies in the facility! They allowed one gentleman to control the television in the common area! One of the caretakers pounded on mom's door.....mom was resting in her companion room and was on the phone with me. I heard her yelling at mom for having her door closed and for not joining the others. She didn't realize I was on the phone....she continued....why do you always have to cause us problems, you are the worst patient we have had to deal with, we have meetings about you daily! Mom would wait and wait for help with her shower and would end up doing it herself. One day she was showering and a man another resident walked in on her. There was more..... Additionally, the credit card given to them for first month rent was never processed and was then told they weren't supposed to take credit cards and no one could tell me where the information went.... so that was compromised, I felt, I had to get a new number! Also, paid [name removed] for an activity fee. There was never so much as a crayon provide to color, no activity provided at all in any capacity. On several occasions, mom used the emergency call button at DHP to help her roommate who was almost nonverbal when she had fallen in the floor! After no one came to help or responded to her yells for help she picked her roommate up out of the floor. Then when help finally arrived after about 45 minutes they proceeded to tell mom that she needed to keep her nose out of it! Basically told mom she should have left her there. My mom was an LPN in her career and did what she had known her whole life.....use her pasy training to help another human being! Like I said, it was a terrible experience.

I placed my mother in there before covid hit. It was not my first pick but it is a place for older people to die. The staff is nasty, mean and not caring. The Director never returned calls and we spent more time in emergency room because they did not want to take care of her. Because of them being short staffed.

My dad passed away on the 18th and I cleaned out his apartment 3 days early before the end of the month, turned in the keys and followed all of their instructions. We were promised by the bookkeeper we would not be charged January rent. Low and behold, yesterday rent was debited out of my dad’s account causing all kinds of problems! I called and the Executive Director rudely told me she was too busy to deal with this and it was not her job. It was the job of the home office. I asked for a name and a number of someone in the home office to call and talk to about it and she would not help me. My dad liked living at the Villa but dealing with the place when your parent dies is a nightmare.

They are very understaffed staff member told me they are always this way and she can’t do her job because they never have staff. Management is a joke. They never get back to you about concerns. And they act like they really don’t care that they are understaffed

The staff was mostly great to my grandma when she stayed here… there were some not very helpful staff but usually they had good ones. They are so low staffed that usually they only have one caretaker a building. When clearly that is too much and too many people for one person but management doesn’t have to do anything since they leave early and aren’t hands on at all. I feel so bad for the staff… so many are leaving which is leading them to be even more understaffed… the ones that stayed deserve a pay raise or a bonus.. but I’m sure they won’t get that even though we pay thousands for one room and HORRIBLE FOOD. Their food is disgusting.. don’t take your loved ones here.

My tour experience was just ok. It may have changed since I went to look there, but when I was looking it needed a lot of improvements and updates.

Don't send your loved one here. Staff is rude. Facility is dirty. No one in charge

We did not like Deane Hill Place. The facility felt cold and the apartments were small. I felt like they did not listen to the information we told them. They keep calling me and calling me even after I told them we went with another place.

I would tell others that there is no communication from the administrative staff. They dropped an important medication of my moms and I had to drive to her cardiologist to get it myself. My mom passed here and they did not notify her doctors that she had passed for 2 weeks and they had no death certificate. They still billed me for that month that she was not even there. It was a horrible experience and I felt like I was having to do everyone elses job.