Trustwell Living

No one answers the phone or the front door. The facility seems to be really worn and broken down for the prices they are asking for. They couldn't show me a menu to know what to expect. They don't do special diets and the girl in the kitchen seemed rude and like she didn't know what she was talking about.

No transparency with regards to the cost of acuity points, Nurse [name removed] lied to me, and then tried to back peddle, and when we moved my dad out of Trustwell, she forgot to include two of his medications. One was an Opioid and the other was the inhaler that he was supposed to get every morning and evening. We had to make an additional trip back to their facility to pick them up. And with regards to the acuity points. [name removed] lied to me over the phone saying that dad's acuity points went up to 20 points at 103.00 a point, when in actuality they went to 30 points! That's a huge blow to our budget for dad and we were being charged for points to have someone put his back brace on and off every day. I worked close to Trustwell and would visit my dad and he never had the darn thing on!!! Per his doctors orders, he was to wear it all day and until he went to bed at night! Yet, it sat on the floor of his closet... We were also screwed out of the prorated refund when we moved him out of there! And I got nothing but the run around every time that I called to inquire about it. I asked for a breakdown of the refund in writing, which I never received

No, I do not recommend Preston Place due to lack of care. If you do place your loved one there, I highly recommend installing cameras in their room. My father was there 5 months and we ended up taking him out. Please do your research before making a decision to place your loved one at Preston Place, Sherman Texas

The staff was very friendly when we went to check out the facility and told us what we wanted to hear. They said they would check on [name removed] every day and remind him of activities like movies with popcorn and make sure he went to all the meals. Which they did not do. They never came to his room exceot when he fell out of bed and they didn't even bother to make sure his call button was where he could get to it if he needed it. I was depending on this because I was out of state and could not come and see that he was getting the care he needed. I was very dissapointed in this facility and would not recommned it to anyone.

My father lived at EPP for a few years, sadly the last 6-8 months or so, it went from being a place of joy, to a very depressing place. It seems like the management disappeared, and just doesn’t care anymore. Very sad.

Came to visit Mom today. Found her door unlocked and open. We walked in and found her curled up on the end of the bed. She was still in her pj's at 11 30am. We thought she was dead because she didn't respond to us. Usually she is pretty spry, but she couldn't even stand. We hunted down an aide that told us she hadn't eaten or drank anything for the last 3 days. We were never notified. We asked for the nurse to check her. Her BP was dangerously low! She was fine last week when we visited. They called 2 wks ago saying she was hostile. We suggested they test for a UTI. They said they would test and treat. We never heard back. Her room was filthy! There was dried urine on the floor and toilet! After we fed, dressed and cared for her she was better. We had to clean her room since the attendant just gave us excuses why she couldn't. Have tried to call office personnel several times, they never answer or return calls! Find somewhere else to take your loved ones!

It was awful. They were very friendly and everyone said let them know if I needed anything. To ring my bell. After a month or so things started tighten up. Had trouble with my scooter so had to use wheelchair. I can't wheel myself and aides said they weren't allowed to. So missed meals. Sometimes my pain level so high, asked for meals delivered. They will if your sick but didn't consider pain as sick. Nit picky stuff. Then was told to only ring bell for absolute emergency. Not when you just need assistance. So I did not have same definition of assisted living that they had. They tacked on so many charges that I couldn't pay the rent. Housekeeping was minimal. Food was excellent. Always short staffed. Minimal activities. Transport vehicles couldn't load my motor chair so had no transportation. I left my 4th month.

My mom has lived there for a few years. Over the past few months under the new director it has really gone downhill. No one seems to care anymore, and that comes from the top down. So many lovely people have left and it’s a shame how this place is run now by someone so incompetent.

I was not impressed to say the least. I absolutely would not recommend Cimarron Place UNLESS you relative is capable of taken care of themselves. Since mom passed away on [date removed], I am STILL WAITING in a $[removed]refund for 6 months now.

My mom's whole ten day stay at Wildflower Place was horrific. The staff and the administration were terrible! I reported this place to the management of Wildflower. My Mom fell and cut her head the first night that she was there. I was told that she was wandering the halls all night because she was scared. I wasn't contacted until the following day. Nobody could tell me when or where she fell. I went to visit her and found her room in a shambles. She was packing to go home. She had no supervision whatsoever, even though this is an assisted living facility. I immediately packed up her belongings to move her to a nursing home. I found something underneath the kitchen sink. There was a pair of a man's soiled underwear. I showed them to my Mom and asked if anyone had been in her room or had touched her. She cried, stating that my Daddy is the only man to ever be with her! I don't even want to get started on the administrative staff. I was never given itemized invoices for her admittance or a final bill for me moving her. Dollar figures were scribbled on a folder and on a post it note! They were more than happy to keep her $2,500 non-refundable fee to join the facility and there was no refund given even whenever I addressed the lack of proper care my Mom received! I would not send a dog to stay there, much less a loved one!

Started out great, but went downhill once we signed the contract (oh they failed to tell us that the facility sold over the summer. Public areas seemed to be kept up when we were there, but the apartment wasn't cleaned until the day before we moved my MIL out (3 weeks of her living there). I'm only giving a 3 due to ONE staff member, otherwise it would be a 1. To be fair, MIL needed no medical care.... however meals weren't what was posted and food was served burnt and there were very few choices if you didn't want the meal they were serving. Giving a 3 to the activities because she didn't attempt to participate, but more than one activity was cancelled while she was there. The contract was signed on [date removed] - we moved her out on [date removed] and he didn't arrive until [date removed].....I'm still waiting to hear about a refund for 1/2 of October....Would NOT recommend.

started out great, but went downhill once we signed the contract (oh they failed to tell us that the facility sold over the summer. public areas seemed to be kept up when we were there, but the apartment wasn't cleaned until the day before we moved my MIL out (3 weeks of her living there). I'm only giving a 3 due to ONE staff member, otherwise it would be a 1. to be fair, MIL needed no medical care.... however meals weren't what was posted and food was served burnt and there were very few choices if you didn't want the meal they were serving Giving activities a 3, because she didn't attempt to participate, but more than one activity was cancelled while she was there. the contract was signed on [date removed] - we moved her out on [date removed] and she didn't arrive until [date removed]..... I'm still waiting to hear about a refund for 1/2 of October.... Would NOT recommend.

I wouldn't recommend the community to anyone under any circumstances. My loved one's assessment wasn't good as at the time my loved one wasn't ready for assisted living. During the short stay my loved one was there, my loved one fell and none of the staff saw this. There was no staff supervision of my loved one during the evenings. My loved one's apartment wasn't put together. The clothes weren't put away, like they should have been when I visited my loved one. I had asked for a copy of the contract and an itemized billing prior to my loved one moving out. The staff that I was meeting with, left the room and never returned. There was no medical monitoring like they were supposed to be done from the beginning. I found men's dirty under ware underneath my loved one's sink and this was very concerning to me. The only good thing is the staff would tell my loved one when it was mealtime. The have a monthly birthday celebration for the residents, and they made sure to make my loved one feel special and do a mini celebration for my loved one after moving in.

We had to take our loved one out of The Charleston. She was not getting the care that she should have been. She had things missing from in her room that we cannot get back. It just was not a very good experience for my family. As of now she is at [community name removed] and we have no complaints. They are taking care of her, and we could not be happier.

I can tell you about the terrible experiences I had with them from 1. Chef was in jail & cereal given out 2. Blood sugar was over 500 and a cinnamon roll with icing given to her. 3. Room was not cleaned for 5 days when she was in isolation after contracting covid in the facility, 4. Brought into ER with blue arms & black fingernails in hyperthermia. I hope & pray that no one has to experience this terrible experience. The facility never reached out to me after they sent my mom to ER. No one ever visited with me when I moved her stuff out of there. It was so upsetting that no one would even make a phone call to see how she was!

The place was a dump. The food was horrible. The nurse didn't even come around after 2-3 days of my friend arriving there. I would not recommend it to anyone.

I would not put my mom back there. Having to fight to get money back that they back-charged mom after they raised her price 2 months later. The care is horrific. Just put people in rooms and wait for them to die is the feeling I got. Mom kept getting UTI because they were not changing her. So they wanted to put mom back on hospice - so hospice went out to evaluate her. They (hospice) called me to tell me this info and to let me know mom had Covid. I was never told that mom had Covid. She was diagnosed on a Monday and I accidentally found out on Wednesday afternoon. Funny thing is is that I am moms health care power of attorney. Never had option to give mom early treatment or to refuse early treatment. Took 2 days and several calls just to get a update on how she was. Place is a joke

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 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.