Windsor at Celebration

My dad recently passed away after a little over a year in the Windsor’s memory care (so this review is only of that unit). The floor level nurses and orderlies are amazing, genuinely friendly and compassionate. The management, however, were essentially incompetent. When my dad was issued a new pre...

My dad recently passed away after a little over a year in the Windsor’s memory care (so this review is only of that unit). The floor level nurses and orderlies are amazing, genuinely friendly and compassionate. The management, however, were essentially incompetent. When my dad was issued a new prescription, it took three calls to have it taken to him. One day he was discharged from the hospital only to be sent back 2 hours later because “they didn’t have the staff” to handle him that day. His billing was screwed up the last 3 years of his life. Finally, once he passed, I reached out trying to learn about the best way to remove his items. No one ever answered back—not even a sympathy card! My only contact with Windsor personnel was 2 days after he passed. As I was removing some personal effects, staff walked in showing the room off to a prospective resident’s daughter; the chair my dad died in was right there as they did so. For these reasons, I cannot recommend the memory care unit.

My mother just exited memory care at Windsor and it was a horrible experience. The nurses and aides are wonderful, the office staff is horrific. My mom became to much for them to handle as her memory loss progressed and they wanted me to hire a 24 hour private aide on top of the almost 7k a month we...

My mother just exited memory care at Windsor and it was a horrible experience. The nurses and aides are wonderful, the office staff is horrific. My mom became to much for them to handle as her memory loss progressed and they wanted me to hire a 24 hour private aide on top of the almost 7k a month we were already paying. My mom was hospitalized and I couldn''t get answers. Some newer lady named Tina in charge of the unit that I never met was giving me multiple different answers in the same phone call when she finally did return a call. She was also helping me look for new facilities that would be appropriate for the level of care my mom needed. So I called Irene in the business office to let her know we would be stopping automatic payments since my mom needed to move. She reminded of the 30 notice clause. I questioned why I would be held to pay for those 30 days when windsor was not able to provide the level of care my mom needed which meant Windsor was actually breaking the contract making it null and void. Other facilities I was touring let me know that little gem. This did not sit well with her. She said, "Joel called you this morning and talked to you." I informed that no one named Joel called me at all, that Tina had also misinformed someone about returning a call and perhaps someone needed to talk to their staff about being truthful. At that point Joel did call me to make amends and the conversation went very well. I really do like Joel. Tina has been in charge a few months and has never introduced herself. She never even looks up from the desk when you walk by. It''s a shame because the woman before her that they let go was really involved with the families and residents. My mom went into the hospital last Monday and was released on Friday. Because of the good conversation with Joel i decided to give windsor another shot. When she returned over the weekend the phone calls about needing a private sitter started almost immediately. Before the request was because of bathroom issues. This time it was because she was going out the LOCKED doors into the parking lot. How does this happen? The locked doors aren''t actually locked, only delayed. If you push the bar for 15 seconds they open. That will cost you thousands of dollars a month for a private sitter. No thank you. I agree, my mom became to much for you to care for. She is now in a place where the doors actually lock even though you told me that wasn''t possible because of fire code. Windsor was lovely for independent living, it was okay for assisted living. Memory care isn''t bad until you get to the later stages of the disease and they just aren''t equipped to handle it. If they were equipped to handle it there would be no need for a private sitter. The staff that works out on the floor is great. The office staff I dealt with seems sneaky and deceitful. I will be forwarding all of this information to Big Rock Management in Beverly Hills because they need to know what''s going on in their facilities as I''m sure it impacts their vacancy rate and bottom line. **EDITED to add - I emailed Irene asking for a copy of the contract as I can''t find mine and I''m meeting with a lawyer. Guess what? She never replied either. Par for the course! I went to the business office and was able to get one on move out day. **2nd EDIT because I am not able to reply to Windsor''s reply. It''s cute that Windsor replied for me to contact the executive director because they take their concerns seriously. Windsor has my contact information and I haven''t heard a word from them. That statement is just to sound better on Google reviews. What really needs to happen is Big Rock Management needs to contact the executive director to get to the bottom of what is going on in this facility because it is impacting their business and their bottom line. Maybe then positive change will happen.