Complaint Review: "Copperfield Estates" one of Holiday Retirement Co's residences

After reading these comments about Copperfield Estates, which is a Holiday Retirement property, I concur that Holiday could care less about its residents or employees. Their sole purpose is to increase census and line their pockets.  As a former manager of some of their communities, we lived under constant pressure and unbelievable scrutiny from the "management".  Nothing mattered to them except census; not holes in floors, black mole, nasty carpet, walls falling apart.. nothing!!  Oh, maybe the dust accumulated on a picture frame during one of their "inspections".. just to show their power.

Most of the "chefs" could barely make something out of a can turn out palatable.  In fact, when I cooked for our residents during a couple of snow days, they gave me a standing ovation and begged me to do the cooking and fire the so-called chef.  Why? Because I cooked real food that had some flavor, just as I would for my own family.  

We worked for Holiday almost two years, until they decided to target us. We tried to get them to repair some very serious issues in the building, like black mole and upper level floors caving in, because unlike them, our concern was for the safety of our residents. 

They sent in one of their bulldog teams to attack us and try to find fault, which they couldn't because our staff and residents loved us.. so they harassed us and created false accusations.  

This company is right up there with ALC, as one of the worst companies in every aspect that allegedly care for seniors.  There are many other places to choose from, but Holiday Retirement does nothing but exploit our seniors and gouge them.  Getting a social security increase?  They know that too and will increase your rent to take it from you.  It's horrible!

I am a previopus Co-Manager and wanted to shed some light on the other side of the table.  Holiday Properties does not care if you move your Aunt or not.  She is not a person to them but rather a rent payment.  The Managers are paid $30K per year which includes housing, utilities and food.  The Co's get the same except they are paid $26K.  Both sets of managers are paid commission on the apt's they sell.  The managers are there to sell and nothing more.  When you go and visit, pay attention to how many times the office door is closed.  There are ALWAYS conference calls with their Regional Managers about their daily and weekly sales.  Typical teams are required to sell at least 6 new apartments a week.  If they do not, they are replaced.....simple as that.  There are new training classes of new Co's every month from several locations across the Country.  The typical week consists of 60+ hours not counting when on call.  Every waking hour, except when eating is spent contacting, calling and following up with potential  residents in hopes of convincing them they need to be there.  So, getting the residents involved is just par for the course.  Next time there is an "event", notice how many "prospects" attend.  There will NEVER be an event scheduled just for the residents.  All events are so they can be published to the outside and people get the idea that Holiday is a "happening" place and so they can get new prospects to hound incessantly.  To get a good inside glimpse at the day in the life of managements of a Holiday property, query Beneath the Veil of Holiday Properties.  As far fetched as some of the posts may seem, they are spot on.......  I wish you and your aunt well.

Roger

As of October 3, 2011, my aunt will be moving out of this facility! Management  and food have gotten worse!   Guess it was one of those senerios "too good to be true!"

 The 24/7 managers turn over at a rapid pace, and depending on who they are, they are geneally unhelpful.

The food has gone back to it's terrible presentation and taste. The women who serve the food (same ones who clean the apartments) are very considerate of the residents, and try to make their experiences as pleasent as possible.

Evidently as a cost-saving measure, there are many residents there who should be in an "assisted living" type of community. As in a previous response, walkers line the dining hall; residents have great difficulty getting around. Still the managers hound the residents to bring in "new" recruits, when they actually should be weeding out those residents who DO NOT BELONG!!!!! It is doubtful, based on the (unpublished) living conditions plus the high rental that anyone would recommend this place.

My suggestion: Form a group of concerned family members and have them call 1-800-322-0999 and ask to speak to the person in charge of living arrangements at your facility.......you will have to leave a voice-mail (which most likely will not be returned). CALL EVERY DAY!!!!!

Eventually the big-shots will get tired of this and return your call.

Have a specific agenda.....list all the concerns you have, your relationship to the resident, and DEMAND that something be done! Even suggest that you meet together so that everyone has a clear understanding.

Good luck!!!!

I was very interested in what you wrote about Holiday Retirement.  My mother is currently living at a facility in California.  I convinced her to move near me and thought that this community seemed the best suited for her needs and desires.  She was very resistant to the move but has since (1.5 years later) made many friends and enjoys cards, going out to lunch, playing pool, etc.  

I often join a group of her friends for lunch and they constantly tell me about the atrocious meals served and the lack of management to do something proactively to fix problems and are often talked to demeaningly for even asking.  Several other children of residents are interested in forming a group to try and advocate for our parents.  They are in the last years of their lives, are quite active and deserve a high quality of life, especially for the high rent they are paying.  

There are new managers there now and are significantly worse than the previous ones.  When the residents ask for improvement, they are told they can just move out.  Yet, constantly the managers are harping on the residents to get more move-ins.  How can they even recommend this place if the food is terrible and the managers lack the desire to make things better.  In addition, this is supposed to be an independent retirement home, yet so many residents needing assisted care are allowed to move in.  In the dining room, the walls are lined with walkers that the residents need help getting to.  Management has just spent money on nice rocking chairs placed at the entrance yet they won't do simple maintenance on the apartments (i.e. burnt out lights, broken doors, screens, etc).

Who was your contact at Holiday Retirement and do you have a direct email and phone number for them? I did a little research and it appears that Debbie Hafner is the current Resident Relations contact in Salem.

I was sorry to read that your parent's residence improved somewhat but has gotten bad again.  That is very sad to hear.  I want to believe that something can be done and that Holiday Retirement can prove that they really do care.  

Any help or guidance you can give me would be most appreciated!

I'm not ready to sign my name to anything yet as I don't want my mom to suffer any negative consequences but suffice it to say that I am....

A concerned daughter~

I understand that there has been very little  mprovement since my last report. Food may somewhat better,

 however my aunt still finds it so unappetizing that she does not go to the evening meal! That's an economic plus for "Copperfield Estates" since she pays the same price, but does eat at least 1 meal!!!!!!!

It is just too much hassel for this 86 year to move!!!!!

Curious, what is the status and quality of life now?  Any check in  or follow-up-- everything still good? I always have to wonder about the long term health of an organization that depends on the higher up muckty-mucks to effect positive change.  Typically, a healthy organization breeds positive action from the bottom up if managed and lead properly in the first place....

Finally able to get through to "Corporate" who took complaints very seriously.

One of the 'high mucky-mucks' came to Houston from headquarters and met with dissatisfied residents.

Took care of all complaints......now residents are very satisfied.