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 (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. (It should be noted that I took a tour of Monticello West's sister facility, Autumn Leaves, as recommended by Sandra. It reeked of urine and was one of the most depressing places I have ever visited.) 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. read more

Went to check out assisted living and I couldn't believe what was going on. Several staff members were sitting around gossiping. I asked to use the restroom but I got no response. Guess they were too busy to assist us in finding the restroom. If I could give zero stars I would. read more

Monticello West has gone above and beyond to help our family at every turn. Our father was diagnosed with Alzheimer's and our mother was no longer able to care for him at home; her health was declining, too. Monticello West provided support and education for us as we tried to navigate this difficult transition for our parents. There have been many challenges and their compassion and support has met us at every turn. We are grateful for the care and concern they have given both of our parents, working hard to accommodate their every need. This facility has life, love and laughter throughout with many long term staff members giving their all. It is evident that our parents have had excellent care on their watch. Thank you for your dedication and the peace of mind we have knowing our parents are in good hands. Sincerely, Elizabeth, Sara, Janet & Lisa read more

Beautiful community centrally located in the heart of Dallas! The community staff is always so warm and friendly. All of the residents are always engaging in some type of activity. They have a very succulent buffet...the food is delicious. Love visits with Monticello West! read more

We had to move our ninety-eight year old Mother/Grandmother/Great-Grandmother to assisted living over a year ago. She could no longer stay in her home which she had lived in for over fifty years. This was an difficult transition for her as I am sure it is for many. The staff at Monticello West has worked tirelessly to make her feel happy and comfortable. They are some of the nicest most dedicated compassionate people I have ever come across. read more

My father moved into independent living in January 2018. The staff is caring and attentive, and the atmosphere is warm and welcoming. It is always tough to feel like you are leaving your independence for a more dependent life. Monticello West has been wonderful in helping my dad make the transition. He is feeling very much at home here, and we are grateful. I recommend them without hesitation. read more

When my siblings and I were looking for a place for our parents to live we found Monticello West and never looked back. We have been very satisfied with their care and feel right at home when we visit. The staff is very nice and attentive and go out of their way to make everyone feel a part of the family. Thank you Monticello West! read more

My mother who has Alzheimers lived here for about 4 years. At the beginning we felt like she was getting good care. They took them out (those that could), and the employees seemed happy. However as the years progressed they did less and less with the residents; we found that some employees were using our mother's room to hang out it repeatedly. The biggest complaint however was that in the last year our mother developed a bed sore on her hip. We were made aware of this but had no idea how bad it had gotten until we got a call that she needed to be hospitalized. We found out that it was a stage 4 or threatening to be a stage 4 infection (out of 5 stages total. 4 is when it has reached the bone). This required a hospital stay of a few days then transfer to a Skilled Nursing Facility complete with a pic line for antibiotics. So much of this could have been avoided ,we felt like, if we had just been informed as to the severity of her wound. The residents on memory care need to be moved regularly (ev 2 hours) to avoid these type of sores. We suspect she was put in a wheelchair and sat there all day, not being transferred to a chair or bed at any point during the day as she got less and less mobile. read more

It has been my experience that caring for an aging loved one can be a challenging and often thankless duty. Between the struggles of one's heart and mind, as well as questioning if you are doing the right thing for the person, whether it searching for a new residence or daily chores, that journey can often be very discouraging and tends to feel like a nightmare. My review of Monticello West is long overdue. I was initially captivated by the splendor of the new, shiny Turtle Creek property; however, I quickly realized that I had made a huge mistake. Regrettably, my decision was one that went on for over two years. As I began to reevaluate my decision, I revisited Monticello West and other properties to seek out a better living situation and care for my grandfather. After meeting with the Monticello West property team, I realized this facility should have been my first choice when seeking care for my grandfather. We were fortunate enough to be able to make the move and over the last 10 months, I have been very pleased with the living conditions and realize that Monticello West was the right choice. Since my grandfather has moved to Mayfair, his quality of living has improved and his living conditions are always well kept, from his clothing to his apartment. He is also interacting with the other residents, attending events, and says he loves the food! I have not heard one complaint from him and I am overjoyed by the lifestyle he has adapted to so quickly. It speaks volumes that I regularly see the director of Mayfair interacting with the residents during lunch outings, trivia games, and special holiday events. I also reach out to the director from time to time to check in, and she is always very helpful. Unfortunately dementia/Alzheimer's can be unpredictable and we had some behavioral issues with my grandfather. When these unfortunate incidents arise, I find the leadership team at Monticello West extremely understanding and willing to work with me on plans to address the behavioral issues. I am so grateful for the team at Monticello West and Mayfair memory care! read more

My mother had lived here about a year and a half and we have been very pleased. Probably the strongest point in their favor is the stable, caring staff. I live out of town and never have a worry about what is going on. They stay "on top of" her meds: both keeping the prescriptions filled and timely administration. I have spent nights there and the 3rd shift caregivers really do check on her throughout the night. I can't believe what a great job they do with her laundry: nothing is ever missing or damaged. They get her to activities she will enjoy, and to the beauty shop. The building is not the newest, and so hallways and rooms are not as spacious as recently-built communities, but in the scheme of things, that is not what's important. I highly recommend Monticello West. read more

Our father entered MW's 4th floor assisted living at age 96 after a slight stroke. We couldn't have asked for better care and affordable rates. Despite the intense demands of the resident population, the staff aims to keep everyone at their personal peak of health, happy and intellectually stimulated. Residents are strongly encouraged to attend activities ranging from interactive games to crafts, ice cream socials, movies, exercise, holiday entertainment and more. The property is constantly maintained and clean. The staff is vitalized by their work with the elderly whom they love and respect. They tailor the meals to the individual's likes and needs. The resident's personal safety ranks high among considerations. Given my long distance commute, I checked in daily. To watch the staff in action helps you appreciate the gift it takes to do such responsible work. we felt comfortable with our father in their care. read more