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Elan Westpointe
- Assisted Living Facilities
- New Braunfels, TX
About this business
Location details
2140 Independence Dr, New Braunfels, TX, 78132, United States
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We have had a bit of a rocky start. Staff has been forgetting to take mom to the dining room for meals or returning her to her apartment after the meals. Communication has been poor. I was not given names and phone numbers for key personnel. After almost 3 weeks we were finally introduced to the care manager. Also we were told that A Place for Mom does not collect a fee from us, however, Elan offers no administrative fee for veterans or spouses of veterans. When I inquired, I was told they would not honor that as they had to... read more
Assisted Living Facility Feedback Response Thank you for requesting feedback. I feel compelled to share our experience as it involves serious care concerns that need immediate attention. Overall Experience (Rating: 1/10) Our family has been deeply disappointed with the level of care provided. The combination of unresponsive staff, poor organization, and inadequate attention to residents' medical needs has created an unsafe environment for my mother and other residents. Quality of Care (Rating: 1/10) This is our most serious ... read more
Business response:
Hello, Thank you for taking the time to share such detailed feedback. Your concerns about care quality, responsiveness, cleanliness, dining, and overall organization are important and will be reviewed thoroughly with our team. I want to ensure we address each of these areas and make the necessary improvements. Please contact me directly at (972) 342-0252 so we can discuss your mother’s experience in more detail and work on solutions that better meet her needs. I look forward to speaking with you. Kim Brawley, Regional Vice P... read more
We are terribly disappointed in the facilities. My wife's mother requires very little assistance in her daily life and we were looking for great food and a classy place to live. She has gotten NEITHER. They can't seem to hire the CHEF that the literature promises. The food is much less than adequate. At the moment, she has no hot water. Earlier this year it took months to fix leaks in her shower. We are going to take this up the Elan corporate ladder and will require verified improvements, or we will go after the refunds she... read more
Business response:
Hello Wade, thank you. We take all of our reviews seriously and would like to reach out to you for more clarity about your mother-in-law's experiences. Élan Westpointe strives to provide caring and attentive service; anything less than meeting our passionate and high standards is concerning to us. Please email wecare@csrliving.com with your full name and contact information at your earliest convenience and a member of our executive team will be in touch. We look forward to speaking with you soon.
While I realize there is a pandemic that has made employee staffing a bit difficult. . . Elan Westpointe takes it to a new level. There is little to no housekeeping. (I do my mother's cleaning and laundry as well as changing sheets. I also provide this service for friends of hers without family to help them out.) Transportation to/from appointments hasn't been available since [date removed] when she moved in. Nursing staff is experiencing shortages. Several residents have been forced to hire private home health care. NO trip... read more
Business response:
Elan Westpointe prides itself on the passionate care it provides to its residents and the good reputation it maintains in the community. Nothing is more important than the happiness and well-being of our residents and we endeavor to lead our industry by example. We take reviews and comments such as yours very seriously, and immediately conduct an investigation. We would like to discuss this matter with you in further detail, if you are willing. Please respond privately to this message or email WeCare@csrliving.com, and a mem... read more
Well, in general it’s OK. However, they can’t ever seem to get the billing right. They don’t clean the room like it should be cleaned every week. They are shorthanded at times and can’t get to my mom until way after she calls for them. They sent my mom to the hospital one time in an ambulance With no good real reason. They didn’t treat a rash that my mom had. They are not real good at attending to medical needs. On the positive side, the residents seem to be nice and friendly.
Business response:
Elan Westpointe’s mission is to ensure the safety, happiness, and well-being of its residents and to promote peace of mind for their loved ones. We pride ourselves on providing the best quality of care in senior living and are troubled by the contents of your review. The Community ensures that there is proper staffing and that residents are monitored in accordance with the requirements of their specific level of care. If a resident’s required level of care exceeds the level of care that the Community can provide, the residen... read more
I seriously am considering a wrongful death suit against them. I would not recommend them to take care of a loved one
Business response:
We take these claims seriously and are investigating the matter further, please reach out to us at [removed] to be connected with executive leadership. You will be contacted within 24 hours upon receipt of your contact info.
I previously toured this community but I am going to give it another try. When we went to tour this facility, I think they had a resident manning the front desk. She couldn’t find the room keys or even remember what was going on. I just felt like she was incapable of running the desk. The fire alarm actually went off while we were touring and she didn’t know what was going on. She just seemed totally vacant and unaware of what to do when someone comes in. It was a nice and clean facility but it just looked empty. I will tour... read more
Air and heat are difficult to deal with. Food is usually very good. The kitchen needs help on the weekends.
They did not take care of my husband when he stayed there. We had numerous meetings with the manager to try and resolve our issues, unfortunately nothing changed. They did not keep the community or his room clean. The food was cold when he received it.
Frequently asked questions about Elan Westpointe
How is Elan Westpointe rated?
Elan Westpointe has a 4 star rating with 161 reviews.
When is Elan Westpointe open?
Elan Westpointe is open now. It is open 24/7.