Spring Arbor Management, LLC

This community was beautiful and the same price as the community that we are at now but there was no interaction from the staff and the residents.

I'm not very happy with the place. We had to place our loved one at the beginning of Covid, so we didn't get to tour or check it out very thoroughly. We also had to make a quick decision and didn't have a lot of options. When I go and visit, the cushions are dirty where people drop stuff. Our loved one's clothes are dirty, and it looks like she hasn't showered. She doesn't even have a shower in her bathroom. They take each resident on certain days to the shower. She has clothes, makeup, and other things that have come up missing. The furniture and décor is old and outdated, and they don't let your loved one bring their own things in memory care. It's just really depressing in there. I know the girls work hard, and they're nice people. But they're not really doing anything to help the residents. I don't know if they have too much on their plates. There seems to be a minimum amount of staff, and I know they've gone through a lot of turnover of managers and nurses. I don't really see many activities going on. Maybe 1 out of 20 times I go there they'll be coloring or painting. I see activities all the time in assisted living, but not in the memory care cottages. I've read so much on this disease, and I know it's important to keep their minds busy. And that's just not happening here, even now that things have opened up after Covid restrictions. They're charging quite a bit of money for memory care, and I just don't think it's worth it because they don't keep the residents' minds busy. And my loved one is really declining since she's moved here. She says the food is the same thing all the time, and she's lost weight. We're torn about whether or not to try to move her. Most days she says she's comfortable here, and we don't want a change to completely disrupt her. But if I had to do it all over again, I wouldn't have put her here.

Management weak. Serious errors in administering care. Understaffed, though the staff of caregivers is excellent, though there are too few of them.

The new management has cut back on the quality of food, the staff and overall care and maintenance of the facility. If we were to choose again, we would not go to Waterstone. We were promised a lot, and it consistently fell through.

Had a horrible experience with the manager [name removed]. He was very dismissive and cold which I feel are not qualities of someone who’s in charge of an assisted living facility. I would NOT recommend sending your loved ones here... truly disappointed and shocked.

My loved one was previously a resident at Wickshire Steele Creek. The admissions person was nice. Staff & communication: a few were friendly and answered questions. Most were lacking people skills, compassion, patience and seemed to want to get you off the phone or pass it onto another person only to get an answering machine most of the time. We were over 2 hours away and work full time jobs. Overall, the communication was bad. I left emails and voice messages with no returns. I had to keep calling. The move in process was medium. Half of the staff was rude out of 3 people: 2 rude. 1 helpful. The meals were fine. Clothing, upon leaving, my loved one only had 5-6 items of his to take with him. Shirts and jeans, 1 pair of socks and his shoes. Who knows what happened to all of his clothes! That's a problem in most facilities. Waste of an elderly person's and family's money. The facility smelled fine and seemed clean. Once checked out to relocate, I signed a form for medication that was left belonging to my loved one to be sent to the facility that he was moving to. Then I was billed for a month's worth regular prescriptions that didn't even leave with him. The bill wasn't paid for, over $400 to Omnicare, by my loved one as he didn't leave with what he was charged for. It's a beautiful facility, but I wouldn't recommend it to anyone.

My mom lived her for 4 months before I had to pull her out for her own safety and health. No organization and different people would show up every day with no idea what to do. She was given cold showers and the trash was never removed unless I did it myself. Last straw was they sent her to the hospital and didn’t notify me where she was and I didn’t see her till the next day. Turns out she had fallen and no one noticed she had a large bruise and swelling of her wrist. Just awful-don’t be fooled by the nice exterior.

Staff kept changing without notice, incorrect meds given, pretended not to receive emails and ignored my phone calls. Made my Mom sick with bad food and was hospitalized with no notification to the family. I will never refer anyone here ever. The staff that cared for my Mom was good to her but the new Administrator was very flip and uncaring about my Mom and her overall care. Wickshire changed Administrators 3 times in one year. Not a good look and was a very unpleasant experience for family and my Mom. My Mom got e-coli from Wickshire and it was downhill for her from there. Then they rejected taking her back. She's was pretty okay prior to that.

My husband was at Windsor Manor for around 7 weeks before he was ask to leave, with no 30 day notice. Even though they are Memory Care I would not recommend sending a spouse or a loved one there as they are not qualified to handle anyone with Dementia or Alzheimer’s. He did wander, which is common with people with Dementia, but no precautions such as an alarm on his door were put on until the day he had to leave. He did enjoy his time there and the staff was friendly but not trained well enough to handle my husband with Dementia. It was very traumatizing to move him without any notice and have him come back home until we could find a facility who does know how to handle Memory Care patients. It was also stressful for me when I got the constant phone calls telling me my husband did this and he did that, it’s supposed to be a memory call facility so they need to know how to handle these situations without calling me all the time.

The patients are not very well supervised and my father in law walked out of the gate and walked along a four lane road unattended. They need better structure for memory care patients so they aren't free to get into trouble. I would not recommend Spring Arbor of Wilmington for those who are looking for memory care.

After two weeks of our loved one being admitted to Beach House I started the process to get her out. That being said-my sister was assessed by Beach House personnel as to whether she would be a good fit for their facility. Her apartment seemed cleaned. Although one week-end there was no trash service so I had to take the dirty diapers out myself. I got the impression they were short on staff. The staff were very friendly and helpful when I approached them for some problem we were having. I think the Beach House would have been a better fit for an adult who didn't need as much assistance as my sister did. The problems we faced were: my sister didn't not receive an alarm pendant to alert the staff until a few weeks before she was leaving. She had to call the front desk to get assistance. There were times her meds were not given as prescribed. She has COPD and we almost had an emergency situation because of that. I would like to complement the mobile medical staff that treats the patients there. They were always easy to access with issues and gave the family feedback on what actions were taken. My sister would not leave her room to eat in the dining area so her choices of food were limited. Again, my sister needed more assistance in this area than Beach House could provide. My sister never participated in any activities. The director did have the activities person pay a visit to my sister after I requested some motivation to get my sister out of the room. They colored a bit. My sister NEVER left her room in the 6 weeks she resided there. The value of ANY assisted living is OUTRAGEOUS. It is ridiculous to pay 5 times a mortgage payment and not have a personal staff member by your side 24/7. The Beach House charges in line with other assisted living facilities. My sister had no family to watch over her care so she was moved to SC. Even here I feel as if I work at this facility as they seem short staffed and I have to question medications, meals , ect. We looked into private home care which is DOUBLE the price. In our situation there would have been no oversight with family living out of state. Bottom line is-people need to be an advocate for their family members in these situations. Especially because of the money being spent. After the private funds are depleted then the govt starts paying for it.

Waterstone on August was way too big. It was three stories, with long hallways and no signs directing you to different areas. My loved one would have gotten lost there. It was new, but because of that, it was only about a third full, so there were not a lot of people there.

I was not impressed with them at all. It really felt like a traditional nursing home. When you walk in, the smell of body odor hits you right in the face. I knew right away this wasn’t the place I would put my mom. Surprisingly, there was not that much of a difference in cost compared to the place that we chose, which was so much nicer.

Father-in-law had respite care there for a week. Leadership staff unavailable for a week during off site training. Facility didn't seem to be ready for patients.

My husband went to the “cottage” The day I took him there, no one to actually him in (knew he was coming). Had to fight 3 days to get room from 72 to 77 degrees. The Director of the cottage has ice water in her veins. The place wasn’t what they tell you when you visit. Pulled my husband out after one week. They more interested in doing decorations than taking care of individuals. When I wrote the letter saying I was pulling my husband out, no one ever contacted me, saying anything about being concerned. Apparently all they were concerned about was they had my money.

Since my loved one has moved into this community I have been very disappointed with how the staff has handled his medication. I am concerned about the lack of organization and the failure to distribute medicine at the right timing. Overall this place needs a lot of improvement and direction.

This community was not what I was expecting. The community was clean and well taken care of. The staff was nice for the most part. The activities were good for my father. I would advise that others look into other options for care.

My mother who lived in Beach House Memory Care for eleven months had a very unfortunate experience with this facility. Prior to COVID, I visited daily to make sure she was being cared for. On [date removed] VITAS Hospice confirmed that Mom was not allowed out of bed and was no longer provided meals because “she took too long to eat”. I immediately initiated a change in Hospice facilities and had her evaluated and moved to a Hospice House. My 4’11” Mom weighed 60 lbs, was extremely dehydrated and had extensive gangrene on both feet, bed sores on her backside and her teeth were rotted to the point of falling out. Mom died on [date removed]. Beach House never notified me that Mom was near death or that she was not allowed out of bed, & not being fed, however Executive Director, [name removed]verbally gave me 45 days from [date removed] to move Mom to a nursing home, as Mom could no longer “stand & pivot” and they could no longer care for her. BH staff was unaware that her pressure sores that began in [date removed] had progressed to gangrene. They are also refusing to refund rents paid but not earned, after her death. I could provide further details of incompetence but choose to end my review here.

1- all categories for memory care at Waterstone. The day staff would tell us the night shift were terrible. I had to get hospice involved immediately. She died in [date removed]. Was only there for 4 months

What Spring Arbor could improve on would be the response time to resident call buttons