The Village at Mill Landing

My 5-star review comes after my mom's recent move-in experience. Frankly, I'm not sure the move could have gone better than it did. The highlights: Rebecca's utmost compassion and professionalism as our salesperson, Abby's attention to the smallest details and her dedication to adhering to my mom's care plan, Jeremy's always warm welcomes at reception, Scott's know-how and thorough maintenance knowledge, Carol's nursing accountability and follow up, D'Marie's and Elise's authenticity and care, and the array of other folks, too, who've proven to my mom and I that this move was definitely to the right place. My mom has barely been there a week, so perhaps this is only the honeymoon period. Still, I trust (and hope) that this level of care and integrity is in Mill Landing's cultural DNA and will; continue indefinitely. Caring for our elders is hard work. Big props and gratitude to everyone at Mill Landing for making an amazing initial impression. May it be a lasting one!

We were originally planning to move my mother from Opal at The Hamlet at Unity to The Village at Mill Landing due to a number of serious issues we experienced within just the first few days of her placement at the Hamlet. We submitted a formal complaint, which resulted in apologetic phone calls and a meeting with leadership. We made it clear at that point that if things didn’t improve, we would be moving her. We were told, sincerely (we thought), that they would understand and would do whatever they could to earn our trust back. Unfortunately, things didn’t improve, they got worse. Our original preference had been Mill Landing, but at the time no rooms were available. When one eventually opened, we reached out and asked if we could move forward. We were open and honest with the Sales Coordinator about our dissatisfaction with the Hamlet. From our perspective, the difference between the two Opal communities was notable, and we were genuinely looking forward to the transition. A tour was scheduled, and our mother was going to visit with us, have lunch and receive an assessment. Just before the tour, my mother tested positive for COVID. We called to cancel the tour and assessment. Two days later, we received a call from Christie - a person we had never previously spoken to. In that call, we were abruptly told that Mill Landing would not be accepting our mother after all. Christie would not elaborate, simply repeating that they “could not meet her needs,” despite having a step-up level of care. She kept directing us back to the Hamlet GM, Janell, who would only say, “It wasn’t my decision.” No meeting ever took place with Christie or Janell - not in person, not virtually, not even by phone beyond that one call. What was shaping up to be a smooth, much-needed transition within the same organization turned into a stressful scramble. We were left to find an entirely new facility on short notice, under the impression that our mom required more care than either location could provide. That message, like so many others, was never documented. It’s frustrating that a senior care organization could treat an 87-year-old woman this way, especially after everything she had already endured. There was no transparency, no accountability, and certainly no compassion. We never asked for special treatment - just honesty, follow-through, and basic respect for our mother and our family. Sadly, we got none of that from The Village at Mill Landing. What was promised disappeared overnight, and no one took responsibility. Thankfully, her new facility has been everything we hoped for and more. The care is attentive, compassionate, and consistent. Staff respond promptly, help her with dignity, and take the time to ensure her comfort and well-being. From day one, they saw the trauma she was carrying and responded with kindness and professionalism. We are so grateful she is finally in a place where she feels safe, respected, and truly cared for. *Sabrina, this should not be shocking to you as we had conversations about this and I had everything documented. The bottom line is, we were lied to. We were told by more than one person that Mom would do well at Mill Landing but she was never given the chance, even after the wheels of the move were already in motion.

Mill landing facility and staff are amazing! So grateful for the excellent quality of care they provide to my parents! Nursing department, Danielle, Jeremy at front desk and the aides who care for my mom and dad deserve special recognition! I live in Washington State while my parents live in NY. Everyone I have encountered at Mill Landing has reinforced my peace of mind that my parents are receiving the highest quality of care possible.

Mill Landing is one of the newest and best assisted living and memory care communities in the Greater Rochester area. Capable of anywhere from basic to high level care for those with special needs our clients have enjoyed great support, service, and value. When a senior is in a crisis needing a safe new home Rebecca always responds and process applications quickly and with care!