Merrill Gardens

I would tell others looking into Truewood by Merrill, Roseville that management really does work hard in helping the people get adjusted and connected with other renters. That would be [name removed] and [name removed] that I know of and have met. And the facility is clean and orderly as well.

The staff continually called me or my sister for support for my mom, often times requesting that we come to the facility at all hours to help them when she was upset. This defeats the purpose of us paying a facility to take care of her. They seemed to keep the common areas clean. Not giving a 5 is based on the fact that the staff never washed my moms linens or towels (which was promised to be done weekly). The staff working with my mom was sometimes very kind and helpful. There were many times when there was a leak in my mom's room, or a lack of support for her that we were told they were unable to be of assistance. The administrative staff was extremely disorganized, had poor communication, and when asked to clarify, they claimed I was being unclear. We were told one thing by one administrator and the complete opposite by another. Quality of care rates a 1 for lack of attention to housekeeping and continuously calling family for help. It was more affordable but lacked the quality of care and support for my mom and our family.

The place turned out to be very clickish, and unwelcoming to new residents. Transportation to Doctor appoints fell short. The hours it was offered, 8:30-12om was not enough time to complete an appointment, and making special arrangements was difficult. The single elevator was old and prone to breakdowns. With the dining room on the third floor it was used a lot. Residents had to share the elevator with staff hauling trash and kitchen waste as there was no service elevator. The only other way to get up and down were stairs. Everything seemed to be about money. The general manager was loud and confrontational and very prone to choosing sides without listening to both sides if a situation. I would not go back there, nor would I recommend it to family or friends. . I could go on. There are many more ways this place fell short, but these were the highlights.

Our family had an in person tour with The Pines Of Newmarket and we did not care for it, even though it was the least expensive. It was too far from where I liked and the roads were winding and hilly. It would have been difficult to make the hours drive especially in the winter. There were too many things that he told me they would be updating/remodeling next year or later this year, or soon. It was kind of rustic and I kind of felt like I was at summer sleep away camp!

The facility does not let you know when there's an issue with the resident/your family member. When the ambulance is called, no one lets you know about it. The staff gets mad at the resident and excludes them or ignores them until they get over it. Communication would be nice. The facility is beautiful and they have a lot to offer. The Memory Care unit is amazing and the Activities Director, [name removed] is amazing and the residents in the area love her. She seriously cares about everyone on that side!

After my good friend left Sunshine Villa all the cards I had sent her were for the past six months were returned to me unopened. Others had the same experience. Simply alerting her that she had mail was too much of a 'burden' for the staff, I suspect.

It was a clean, and nice place. it was okay, but not a good fit for my loved one.

They are having a lot of staff turnover. That makes my loved one uneasy with new faces popping up. They are very quick to respond to issues that arise, which is terrific. Still waiting for the staffing issues to be resolved. The manager and chef was helping in the restaurant the other day.

I would tell others that the memory care section is very small. If your loved one is on the second floor, they cannot get to the outside garden area without having to get through a locked door, through the elevator and downstairs. Someone also has to be able to accompany you. They keep including that on the website and pamphlets and it is misleading. Due to our experience, I would not recommend this facility.

Our family had an in person tour and Merrill Gardens was too big and I was not impressed by the gentleman that toured me. He was not at all interested in me, it was like pulling teeth to get questions answered. They also appeared to nickel and dime you for everything. I did not feel welcome and felt I was wasting his time. They were at almost 90% occupancy and therefore it appeared there was no motivation to try and get my business.

Our loved one was a residents here for about a year and it was an awful experience. When your first sign up and get moved in everyone wants to be your friend however the quality of care was no where near acceptable and the activities were non existent - they would just sit the residents in front of the TV and that would be it. Our loved one would be in the same dirty clothes for a week and when we would bring up the concerns we had nothing was ever done about it. They need to make improvements with their communication, activities and quality of care

This facility is brand new and it's beautiful, but the workers are lacking in skill. The administration is running the place poorly.

My parents came here before the pandemic and were satisfied with the apartment, the dining experience, and the staff. All that has changed. My mom passed on just before the pandemic. My Dad’s kitchen cabinets are falling apart with missing and broken ancient pulls and handles - they literally cut his hands so he has wounds that need treatment. The work they did for interior sprinklers left a huge ceiling mess that went on for months. The extra pay cleaning “help” stole my parents medications. The food has been disgusting and now the residents are not served at table- they have to go up to get a tray and carry it themselves. These people have walkers and canes and electric wheelchairs and have to walk up like it’s McDonalds. It’s tragic. So much money for so little.

I was not super crazy about Pine Rock Manor. The facility was older and outdated, definitely needed some updates done to it. The overall atmosphere just felt dark and depressing.

This felt kind of sad, and old. They had lovely staff. The community could use some updates.

Merrill Gardens would have been a good location for us, but I was just not impressed by our tour experience with them. The staff who showed us around were really nice, I just did not get a good gut feeling about the facility. I would have been leery to leave my loved one here. It was just not a good fit for us.

This was a dark and older community and not what we wanted.

This was the least impressive community and wanted more room for my loved one to roam.

We have not had a good experience with Merrill Gardens, my loved one is in the Garden House which is the memory care side of facility. Sometimes I think his bathroom and room should be cleaned better than it is since he is unable to do that himself. I never get a list of activities that they are doing. A lot of his belongings have gone missing. I have not been pleased with the care and I will be moving him out soon.

They just hired a new general manager, they are very poor with communication and they never told us this new person was being hired. They do not adhere to any types of special diets. They are not very good at applying non-medicinal measures for the residents. It has been a poor experience and I would not currently recommend them.