Encore

The communication was horrible, as the community didn't have any phones in the residents rooms. When we visited to see our loved ones, the staff didn't know who we were or where to find my loved ones. When the community finally did let us in, I found out after finding my loved one that they were in quarantine for the flu. The community didn't post anything on the doors, or called the families to let us know about this outbreak. There was no place to put the trays of food for my loved one in their room since they were in quarantine. The community didn't want to treat my loved one for an infection and said to take my loved on the hospital. The community is beautiful and didn't smell. The person that admitted my loved ones, tried to use their personal cell phone to allow us to speak to our loved ones.

I was initially satisfied with the care and services that my loved one received at Encore. My loved one moved in on [date removed] and passed on [date removed]. Although my loved one had only spent a month at this community, we are still paying for services and have not been reimbursed for unused living and care services. The contract we signed included a lot of jargon that would need to be deciphered by an attorney. The document states that if you wish to move out, Encore needs either a 30 day notice or death. They chose to stick with the 30 day notice, despite my loved one passing. So we've had to pay for an additional month of services that can not be used. The money we've had to pay them could have been used to help put my loved one to rest, we are really dissatisfied by this.

My mother-in-law was one of the first residents when the facility opened. It was a great place with caring staff, BUT over time, staff turnover was horrible and the COMPLETE lack of care, concern and communication towards the end of her life was UNSPEAKABLE! She suffered so much in the end with them forgetting to give her her morphine multiple times. Nurse was so rude to both our family and staff. No one ever seemed to know if meds had been given or not. The hospice company Courtyard recommended was the worst (Heartland). Heartland was to drop off a hospital bed they did, in pieces! My husband had to put it together and it wasn't easy. Courtyard refused to prorate the final bill and charged us for a full month but was sure to call the day of the funeral to find out how soon we could move her things out even though we had paid thru the month. THEN they over billed the ins policy and it took several attempts to speak to the billing person to get things straightened out.

Encore at Champlin just didn’t have enough staff. I spent an entire day trying to make a phone call to them, and nobody ever answered the phone.

The young lady in the office had no clue what was going on in the building.. I came to her with a complaint about one of my family members and she was clueless!! She acted like I was stupid.. I directed my issues directly to the Administrator whom helped me further with my concern

The community was not responsive to our loved one and they did not meet his needs at all. They did not provide itemized billing and could not explain the costs. They say they can take care of anything in the sales pitch but that's not the case. I would not recommend this community to others. They told us we could use the VA prescriptions but reordered them all and charges us for them. The communication with the community was not good at all and we sometimes waited up to 30 days before we got a response.

Bills not paid, place is going to be shut down by the state if some problems don’t get attended to like kitchen plumbing and the sidewalk in front. Nobody ever answers the door nor the phone! I mean this place? Come on!

Not really impressed

Care staff is extremely loud and obnoxious at resident meal times. Poor management and lack of training for care staff. Current Executive Director is more worried about what the facility looks like rather than the care of the residents or where the root of the issues are in taking care of residents! Care staff lacks knowledge in working with memory care residents. Which is not their fault. Management should be providing more extensive training at onboarding/orientation. There is a full activities calendar but Wellness director fails to follow through with making sure staff and/or herself does the activities or any activity at all! I would not recommend this facility to anyone looking to put their loved one in a Memory Care facility!

Bad reviews. Understaffed; cold; misleading financial info. No onsite religious services.

I was so impressed at my initial appearance is this facility. Sometimes as children of elder parents that is important. It was a lovely facility. However, we put our trust in Country Side and their caregivers were not open and responsive to our needs and we were sadly disappointed at the lack of respect to our needs of communication with the staff. If you are looking for a loving facility for your loved one, please look beyond a lovely facility and look at the interactions of the staff with the clients. Look for the communication attempts by the staff and the smiles of the residents after the love expressed by the staff. I am so thankful that the staff at Azura went over the top to truly live my mama, make her smile, show up to express love on their off time after working because they had ownership of their care and my mother was special as a person..... It’s the little things, sincere care and love for taking care of a family’s treasure.... our mother was our treasure and I really hope this facilty can share this with their staff.

What a mistake! Even before day 1 things were going wrong. We knew 20 days in that we needed to move out. They confused my mom with another resident on at least two occasions - one was for hospice!!! She was hospitalized within weeks of moving here. They failed to order her medications and had to get them 'rush' delivered. They left her alone to dress and groom herself. They failed to get her for dinner on her first day. The list goes on. They would not refund our $3000.00 community fee, even though our leaving was because of their incompetency. We were made to honor the 30 day move-out so mom had to endure living there longer that we were comfortable. They lost a pair of her pants and all of her toiletries (plus extras) mysteriously vanished within a week. They ignored most of my attempts at communication or became argumentative. The staff seems to turn over too quickly and the residents were left alone too often, parked in front of the TV. I think I actually saw a caregiver one time - usually there was no one around. Please do not entrust them with the care of your loved one!

I felt it to be a bit cold and unclean. The director seemed to be overwhelmed. The residents were everywhere and not enough one on one care. To many wheelchairs and not enough stimulation happening. Felt sterile without warmth.

We visited this place. I wouldn't send a [Removed] there. What a horrible facility. It smelled, no one was there to let us in, neither of the 2 people who were supposed to give us a tour showed up. Our clothes reeked of air freshener scents when we left and we had to air out the car while we drove home.

Beware. [removed] [removed] My dad was there in 2016. We did remove him for what seemed like lack of care. There definitely was not enough trained staff for the type of clients they took on. And a lot of the employees came from the VFW. So the newspaper articles fit with what I saw.

This place was a BIG NO! When I went to take the tour the people did not show up for the appointment. I did not like the feel of the place anyway, but then they never even followed up with us to see if we wanted to reschedule. They were very unprofessional.

Spoke with rep on the phone. Strictly memory care. They referred me to their sister facility in Kenosha, The Addison, which is AL and MC.

Caldwell house has so many issues! First off they pay there employees incredibly low! Aides make barely over minimum wage which results in high turn over. They are currently using a staffing agency because they cannot keep staff. Your loved one will also have different people caring for them. The Nurses are the same way. LOW LOW PAY. Again resulting in high turnover. They don't keep people longer than 3 months!!!! The Director ([Removed]) is new to the position and has no previous experience. Tons of management people have been fired since she took over. The staff is scared of her because they never know if its there last day. Families are constantly frustrated because billing is wrong. Food is horrible. House is dated. Rodents are constantly in the house. (You'll notice an abundance of rat traps throughout the community) Do yourself a favor and look elsewhere. This community has been going downhill for quite sometime.

My grandmother has been living at Parkside Manor for about 3 months now, and we out very disappointed with the facility. She has dementia as well as Parkinson's disease, and has not been given her medication on more than one occasion. Keep in mind this is a memory care facility. With the exception of a few wonderful staff members, it seems every time we visit most of the staff members are just hanging out talking to each other, rather than taking care of patients. I personally have had to help residents because no one else was paying attention. We have also been lied to about the frequency of showers my grandmother receives, when it was apparent that the shower has not been touched. Same goes for the brushing of her teeth. She has had numerous items of clothing or linen go missing (they are all labeled with her name) and no effort has been made to find them. Recently, we found that the staff were using one of my grandma's own pillow cases to cover her catheter bag, and when brought to their attention, they were extremely rude about the situation. If this wasn't enough, we walked into her room to find and open container of urine sitting on her dresser, 3 feet from her bed. Who knows how long it had been sitting there. I'm sorry, but that is highly unprofessional and disgusting. It seems that decent care and cleanliness is not too much to ask for when paying a generous amount each month. It's a shame that my mother feels like a bother when asking for my grandmother to be better cared for. Although a few of the staff members are phenomenal and very caring, it is very apparent that many of the workers do not enjoy being there. I am very disappointed in the care we are receiving in such a high ranked facility.

We visited this community when we were looking into care options for a loved one. I was no happy with this place at all, based on what I saw. The facility was old and outdated, and not well maintained at all. It was dirty enough that I would not even consider it as an option.