American House

The care at this community wasn't as good as we thought it should be for our loved one. There was one time that we saw the food was being served on cheap paper plates for our loved one. My loved one had to go to the hospital, due to him having COVID. The community wouldn't allow my loved one back in the community. The community packed up our loved one's belongings, and several items were not with his belongings. We still can't find these items. We didn't have the best experience here. The community wasn't helpful about this situation. The community also wanted for us to pay for the month my loved one wasn't in the community. After them balancing out they ended up sending money back to our loved one.

I cannot recommend American House’s Willow Brook. My mother was a resident for 18 months and I spent a lot of time with her, observing the care and staff in many different situations . While her care was initially “decent,” it was unacceptably horrible by the end of her stay. Many ( not all) of the aides were apathetic, inattentive and neglectful. Aides spent more time on their phones or on breaks than providing care. Orders from care providers were often not followed or fulfilled. If you needed something, often you had to ask 4-5 times before it was fulfilled. Unless you can be there 24/7 to advocate for your loved one, look elsewhere before considering Willow Brook at American House.

The food is terrible. A employee made a rude comment about my Mother on social media. My Mother was screaming for hours in pain because they didn't get her pain meds ordered in time. The cost for the smallest room is over 4000.00 a month. There are multiple issues that I've tried and tried to get addressed by management but to no avail.

I am a diabetic who doesn’t eat red meat. When I visited American House an administrator, [name removed], assured me I would be served appropriate food. The result: carbohydrates, fried food, breaded food and red meat. I have complained time and again to the administrators [name removed] (from corporate headquarters) and the chefs [names removed]. Instead of serving me replacements they have let me go hungry. The other day dinner consisted of turkey patties with nothing accompanying them. Turkey patties allegedly are made from Grade C turkey—cancerous turkey. I threw them out. I can’t sit without triggering neurological pain and take meals in my room. On two occasions the kitchen failed to bring them, notwithstanding my complaints. They could care less about my health. The portions here are skimpy. When they serve fish, it is farmed. None of the food is organic. Chef [name removed] told me he would like to serve organic food but lacks the budget. On most days they serve chicken and ham. Since I don’t eat ham I sometimes end up with chicken twice a day. Diabetics aren’t supposed to eat potatoes, yet they often serve them to me twice a day. They used to serve me vegetable soup. After I complained that it had sausage, instead of replacing it with some other kind, whenever they had vegetable soup they simply stopped serving it to me. Before moving here I visited and had two meals. The food was delicious and the portions ample. This was the primary reason I took up residence. But nothing like it has been served since. If the situation changes I’ll update this post. [name removed]

It is a beautiful facility. And the folks that work there are very kind. But if you are looking for a place you can trust to take care of your loved one - this is NOT the place. Not enough staff to support the residents and the staff they do have leaves like a revolving door. Often times there is only one nurse there to support the whole building of residents. Weeks will go without directors. No communication and because of lack of staff, not enough attention to residents. This place caused so much heartache, anxiety and stress on top of an already emotional time.

We had a terrible experience from the first moment that we moved my wife into their memory care facility. To begin with, no one met us when we brought her into the facility. My wife had a total breakdown within minutes with no help from the staff. My wife is not a violent person by any means but the first day she got into a fight by walking into someone else's room. The next day she also was violent. The facility called us to pick her up as they wouldn't accept her anymore. They told me if I wanted to keep her there I would need to be with her 24/7 or hire a caregiver to be there 24/7; both options were not anything I was prepared to do. They wouldn't give her any medications to calm her down. With that said she spend 2 nights there. The only good thing I can say is they returned $6,000 from the $6,500 I paid them. Due to this very terrible, upsetting experience I have made the decision to keep my wife at home and have care givers come into our home as I just can't go through another negative experience. Most definitely would not recommend this facility to anyone. Beware, they have a great sales staff that will tell you everything you want to hear but they don't live up to their promises.

Stay away. Not enough help. help is horrible. Food is horrible. My mom lost 35 pounds in one year. I'm moving her ASAP. State should come in to inspect. Always short handed. This place is horrible

My mother was in the memory care unit at American House Coconut Point from [dates removed] at which time they gave me 45 day notice to move her due a fabricate lie. The executive director is a liar and does not have the personality or compassion needed for the job. The Memory Care Unit at Coconut Point in Estero is deplorable!! The lack of accountability, the lack of supervision, the neglect of the residents, the unsanitary conditions, and the lack of concern and care for the residents is disgusting!! My advice to anyone considering this facility is to "Keep Away" and do not believe the false statements that they provide. Their main objective is to collect the monthly check, not the care of your loved one!

This place is understaffed and are not able to take care of their residents. You may get your medicine on time or could be 2 to 3 hours or longer. The food is something I wouldn’t want to give my dog daily. You have the same-o-same-o for a week or two As I heard they sometimes don’t have a nurse on staff. This is not how the State will approve when notified

This was a terrible experience. We had my mom’s room all set up, took her and the a/c did not work. We brought her back home with us. We took her back 4 days later. I went the following day to check on her, she was alone in the dining room at 11, still in her pajamas. [Name removed], the director is a very nice person. but he is only 1 person. I could never recommend this place, we had to go everyday to check on my mom and there was always a problem.

Not impressed with anything here, but they have a nice courtyard.

Moved my grandmother out of this place. It used to be one of the best places to live, but now they never have adequate staff, the director doesn’t even speak to family members passing down the hall, and the residents are bored.

The staff of American house is great. The medical portion is another company and they are terrible. I would not choose this facility if you need the medical team!

We cannot recommend Stonecrest at Town and Country for the following reasons: * Our Mom experienced indigestion like symptoms her first night in and, as she has a pacemaker, we had to ask the nurse on duty three times to go examine her to rule out heart trouble as the nurse wanted to chalk it up to anxiety. * Her emergency call light went unfixed for over 24 hours and we learned that our Mom had to stand at her door calling for help. * She was put to bed in dirty street clothes when there were clean pajamas in clear sight. * The facility lacks adequate parking. *Our concerns were met with defensiveness - statements such as we love our residents, that doesn't sound like our staff etc. were made instead of listening, understanding and conveying a quality and risk control plan to ease our worries. We checked our Mom out after 7 days.

Nice building and great marketing staff [name removed] but that's it. Very under staffed, executive director was very rude when asked questions. Lots of recent changes in staff and outside services. I wanted to like this place but besides the marketing lady just didn't get a good feeling about the building

When my father was at American House Bonita Springs Senior Living I felt he had been warehoused and it was due to the staff that was so disorangized, they had no direction from the director of nurses they were not consistane, never took him to any of the activies and my father began to withdraw and he stopped speaking. The director of nurses just could not lead or work with her staff. So I spoke with Corp about what was happening and they offered to transfer my father to the American House Coconut Point Estero. They took care of the move and the transition for my fther was great. I think that they may someday get their issues strenghted out just a big disappointment with the staff.

If you have a loved one, you don't want them here....this facility has no on duty 24/7 medical care. If some thing is wrong their answer is go to the ER.....the food is discusting, cold and slapped on the plates...like they are just [Removed] and have no say...Activities, Ha thats a joke, if the activity persons feels like doing something today maybe she will gather the residents for a few minutes...most of the time its the caregivers playing dominos with the residents.. or most of the residents are so drugged out, they are all just zombies sleeping or passed out in a chair or couch....thats the extent of the activites....send your loved on some where else.

Negligent, AWFUL management, some staff hateful to residents{not all}, Filthy from carpet to ceiling, average turnover of staff including nurses about 2 weeks, poor maintenance, totally disorganized on ALL levels operations.

I'm Only Rating the Food here. Be careful of the food in the Cafeteria. We found out that all American House's carry the same menu, and buy their food from Gordon Food Service. If you need any kind of specialized diet like for heart, for diabetes, for no gluten, the option is NOT available at all. If your doctor gives you a prescription for a special diet, the Cafeteria can NOT accommodate you at all. The food served is full of sodium and sugar. The food is mostly processed with lots of filler food like white pasta, white pototo's, white flower bakery items, white rice, and rich sweet desserts. The salad lettuce is the lowest quality available, which is iceburg lettuce. Vegetables, fruit, soup, drinks mostly all canned, processed food. Very little fresh veggies, fruit or home made soup. You must pay for the cafeteria option, There is NO provision to cancel the cafeteria food price. Your welcome to buy and cook in your own apartment with your stove, fridge, that you pay to use, and provide your own microwave and small appliances.

These people appear compassionate when they want to sell you a living space. However, when things didn't work out with my dad, they decided 3 days (!) after the incident to transfer him to a senior mental health unit at their convenience with no regard for his welfare. He had forgotten all about the incidence as nothing had been changed in his routine since, so was totally confused & disoriented when they decided to move him at 8 at night with no explanation. Also, my dad's meds that we brought to Elmcroft for them to dispense were NOT returned to us when they abruptly discharged my dad- we asked for a letter stating they had thrown away these meds so that we could get some more from insurance but were told no. They could have called us to come & get them when they discharged my dad. Another example of arrogance and incompetency ! The last straw was asking to see medical records- we were refused on 2 occasions. I have filed complaints with the state board in charge of this facility. This place showed me why senior living industry as a whole is frequently under the microscope of legislators. In closing, I must say that the worst meal I ever had was in the dining room of this facility. It gagged me. Keep looking....