Willow Ridge Senior Living, LLC

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.

The people are very friendly. The staff is very pleasant but there is lack of communication. We intially picked this community, because the sales person was very informative, and we felt good about it during the tour but afterwards it was a very bad experience. The food is terrible, always cold, and half the time, my loved one does not get what they ordered.

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.

Things started out good, but they have gone through a series of different ownership. Apparently they're in financial difficulty and have cut all their services. By the time we left, I would rate the dining room at poor to fair. Cleanliness was very poor. My family member's contract included weekly house cleaning, and it reached a point that the only way he would get it is if I called and demanded it. At one point, they went three weeks with no one coming in to clean up or change linens. The facility had been redecorated, and it was not a homey atmosphere. All the carpets came out. They put in phony hardwood floors but never cleaned them. They always looked dirty. They downgraded pretty much everything, including the staff and the staff's pay. So the majority of the people left. And they were left with just a skeleton crew. It just go the point that it was not a good idea for my family member to stay there. When we left, they had a 30% vacancy rate, which is huge for nursing homes nowadays.

While we were there they went through three directors. Also they were very understaffed. When I put my loved one there this is not what I expected I i had to move her to another community. They are very understaffed and sometimes my loved one had to wait 45 minutes to an hour after requesting help. There was just no consistency.

Our family had an in person tour and it was horrible, we did not like this community whatsoever. It absolutely smelled and the people were just sitting around not doing anything, not engaging with one another. It s very old and not up to date at all.

There is a lack of respect for elderly people at Atria Penfield. I didn't see any aids in the hallway caring for people, the only people I saw were staff with the medicine carts. I ended up moving out because of this reason. I would not recommend to others looking.

This is a terrible place. Do not put a family member there. They don’t take care of them. They don’t help them and you don’t get services you pay for.

We were told that after a certain amount of time of our loved one being there that they would qualify for the VA benefits. However that was not the case and we ended up having to pull our loved one out.

The staff members are very friendly and the community is very clean. Everything there was very good except for the food, especially for the money that is being spent. For breakfast you would go down to the counter, they would give you a coffee and a snack bag that had either a cereal box or an apple. For lunch you would do the same thing go down to the counter and they would give you a snack bag with either a ham sandwich, PB&J, or a turkey sandwich. For dinner, you were able to sit at a table in the dining room where you can order a few things off of a menu. One night they had chicken parmesan which I ordered. I got a slab of chicken with cheese that was not melted. The cooks there are not good at all, they need to be paid more so they can make better food.

In the beginning the food was great, but then it just went downhill. For the activities you have to sign up and the sign up sheet is on the first floor so if you live on any other floors you will probably miss singing up. We think that the overall management needs to be looked at, our loved one was only there for a short time and the seniors were just not treated like adults. The atmosphere was very chaotic and it seemed understaffed. the activities and dining hall was in the basement which caused our loved one to get sick from the moisture. It was not our first choice, just seemed to chaotic and not well managed.

While our loved one was there, she was over medicated at one point which became toxic to her and was sent to the hospital.

We have had very limited experience with this community, we paid all of our fees up front, and our loved one had very server onset of dementia. He was only there for a week when we were told he needs to be sent to another facility. During that week at the new facility he came down with severe pneumonia, and had to be transferred to a third facility. He was only at the third facility for a week and then he passed away. We still have not received our loved one belongings and we just have a vast negative feeling towards Travanse .