The Waterford at Virginia Beach

Today I enjoyed playing cornhole with 3 residents in Magnolia Trails. Later in the afternoon everyone enjoyed pumpkin milkshakes during a food demo by Rainey. I love the way family members and friends are always welcome and included!

I am concerned about some procedures and methods and would like to sit down and discuss my concerns. I do not want to post my concerns here. I would appreciate an appointment if possible. I have included pictures of a wheelchair in resident’s room. The gown, the wheelchair and facecloth does not belong here. Does that mean someone came in this room, took a shower and left gown and wheelchair in the room!?!? Another client came in room to use bathroom, but missed the toilet and used the floor!! This is very disturbing!!

Admittedly this review is based on one communication with the Waterford but it really got under my skin and they wouldn’t hear me out so I’m posting to vent but also in hopes that they might update and adjust some policies. My siblings and I do not have a strong relationship but they live closer and are more “in charge” of my mother’s care. Until this stage of life I have always been her person but I moved away and now don’t get to serve that role. I called to check on my mom and was told she was not at the facility but in the hospital and there was nothing they could tell me because they can’t verify who I am. I could tell them and any and everything about my mom. We are besties but they wouldn’t budge. On the one hand, i appreciate the security but I should be able to prove I’m her daughter and get information on her care and whereabouts. Led me into a complete panic attack to call and learn she was hospitalized and I had no way of even knowing if she was alive.

This review is concerning how The Waterford at Virginia Beach treats family members after their loved ones who lived there have died. My mother was a resident at The Waterford, and passed away in March of 2023. We had paid in full for her care for that month, and had a receipt for that payment. The Waterford sent a bill for my mother’s care for the month of April 2023. We understood that it can take some time to adjust billing, contacted the billing office, and were assured that additional fees were due and that my mother’s account was fully paid and closed. Many months later, The Waterford sent a bill for a monthly fee. I contacted them and asked to speak with the billing office, but never received a return phone call. I called the switchboard again, explained the situation, and was told “don’t worry about it…just ignore it” by the person who answered the phone. About a year later, The Waterford sent another bill. I, again, tried to contact them and speak with the billing office. I was then told that they don’t handle the billing, and that I needed to speak with the corporate office. I was given a phone number, but could not reach a person at that number and never received a call back. Once again I contacted The Waterford, and was told to “just ignore” the bill. Aside from the fact that it is not comfortable for me to simply ignore a bill, particularly one that is not owed but continues to be sent randomly, it is emotionally difficult to continue hearing from the place where my mother spent the end of her life and died. Each recurrence is painful, stirring up grief unnecessarily. It is more than two years since my mother died, and I received yet another bill from The Waterford. No money is owed. I am unable to reach anyone who can explain why they continue to randomly send these bills from time to time. And I am unable to reach anyone who can make them stop. I am beginning to wonder if this is a tactic they use to attempt to have people who are not paying attention simply pay bills, thinking they are do. In the aftermath of a death, there can be a lot of confusion and a lot of details to handle. It can be easy to lose track of what’s been paid and what hasn’t. If you choose to send your loved one to The Waterford, be very careful about their billing practices. They are clearly at least sloppy, if not down right shady.