Trustwell Living

Overall our family did not have a good experience with The Charleston, we were concerned with the odor in the community and the response time of management - it was poorly.

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

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.