MONTICELLO WEST

They allowed my father with dementia to escape from their supposed "memory care" floor and the police found him wandering about a mile away. This facility is right next to the service road to 75. When I called, they didn't even know he was missing. I do not recommend this facility or its management company for the care of memory impaired patients.

After visiting several senior living communities, I chose Monticello West for my mom because they offered an “enhanced assisted living” option, which was supposed to accommodate residents needing two-person transfers. I was also impressed early on, especially with Nan who was responsive and helpful in answering all my questions. Things started off okay, but one issue showed up pretty quickly. My mom uses a wheelchair and needed help getting to and from the dining room. Staff would take her down for meals, and when she was ready to return to her room, she’d press the button on her fob for assistance. On multiple occasions, she was left waiting alone in the dining room for over an hour. This was frustrating and embarrassing for her. There was also a staff member who pushed my mom to do more than she was physically capable of. Something happened (I was never told exactly what), but I was informed that the person was written up and instructed not to go back to my mom’s room. Additionally, Nan stopped replying to my emails, and messages to other staff were often ignored too. We had an initial meeting where I was told I’d be introduced to all the department heads. Only a couple of people showed up; apparently my mom wasn’t considered important enough for the full team. The director, Tom, was not present and I had no contact with him until I gave notice to move my mom elsewhere. To her credit, Sandra, who managed my mom’s floor, was always responsive to my emails and phone calls. However, about a year into my mom’s stay, she called to tell me they could no longer meet my mom’s needs. She said that my mom now needed more than two people to assist with transfers. I asked how much time I had to find a new facility, and she said, “About two weeks.” That’s not what the contract says, but at that point, I didn’t want my mom to stay somewhere that couldn’t or wouldn’t care for her properly. My mom later told me they’d recently hired a bunch of new staff who weren’t well trained, so sometimes it would take 3 or 4 of them to transfer her. They would also gather in her room to chat with each other. Ironically, just a few days after Sandra’s call, I saw one of the experienced caregivers transfer my mom by herself, quickly and with care. When I asked her how she did it, she smiled and said, “Patience.” I found another facility and scheduled my mom’s move for a Sunday. Since her birthday was the day before, I asked about reserving a room for a small celebration. I was told that due to Covid concerns, no rooms were available. That was fine; I told my mom’s friends we’d meet outside on the patio to play it safe. Several of her guests, most of whom were senior citizens, told me that Laura Rooney (the activities director) raised her voice at them and told them they weren’t allowed to be there. She also raised her voice at me. I explained we were outside and following all the rules, but it didn’t seem to matter. The whole thing left a really bad taste. After we moved my mom out and cleared her room, I asked when I’d receive the refund for the unused portion of the month’s rent. I mentioned that I had accidentally taken her fob and would return it as soon as I could. Tom implied I wouldn’t be refunded for the days I had the fob, which seemed petty, but the facility eventually processed the full refund. Still, it wasn’t the kind of support I needed during such a stressful transition. To be fair, some staff were wonderful. Kam, TT, Cynthia, and Willis were kind, respectful, and truly cared about my mom. The maintenance guys and housekeeping team were always polite and helpful. Thankfully, my mom is now in a facility that truly values her. They care for her with patience and compassion. When friends visit, they’re welcomed, not scolded. Phone calls and emails are returned. When my mom needs help, she gets it within minutes, versus hours. She’s happy now, and that makes me happy too. Looking back, I wish I’d installed a camera in her room at Monticello West from day one. If you have a loved one there, I strongly recommend you do.

Our mother moved to Monticello West three years ago and it has become a very special place for her. She has been able make new friends, stay active and maintain her independence, while having a little help when necessary. The staff is so friendly and attentive, that many have become like family. The location is great and is convenient to all our favorite places we like to frequent for family outings with our mother. Monticello West is a place filled with really nice people and it has been a good place for our mother.

My 85 year old father needed to be in an Assisted Living facility due to his dementia. We moved him to Monticello West and November and have been very happy with the care he has received. All of the employees are very friendly. Michael the manager is very good about communicating with families about what is happening each week. They have been very responsive to any requests we have. It was important to us our father would be in a facility that could continue to care for him if his needs increased. That is possible since they also offer memory care. I would definitely recommend Monticello West to anyone looking for a facility for a loved one

At first I was just impressed with the look, set-up and location of this place. But, starting with the first day we moved mom into a studio apartment the people have become the star of the show. I was amazed so many of the staff know me when I walk in to visit my mom. So many of the staff have been here for 10+ years and they are quick to share that fact and proud of it. I can't imagine the complexity of running a place like this or the difficulty of keeping your staff up beat and ready to help. I think they also do a great job in communicating with family about what's going on at the facility... not just events that we can take part in but even more serious concerns like someone getting COVID or stepping up precautions to deal with a situation.