Fox Trail Memory Care Living Hillsdale West

Beth I

a year ago

I'll start my review with my positive comments and then get into my negative experience. Over the past 3 years that my Aunt was been a resident of Fox Trail in Hillsdale, she was taken care of extremely well. The onsite staff in Hillsdale is very loving and caring and treat all their residents with grace and kindness. The home itself is always clean, warm and welcoming, and when the ladies are cooking in the open kitchen, it smells just as delicious as if you were cooking in your own home. My Aunt was always dressed, clean and comfortable all day/everyday and I could rest easy knowing that she was in a safe and enjoyable environment. Mercedes Marcelino, the onsite Community Director, is the greatest asset to the entire Foxtrail Company. She is attentive, dependable, reliable, kind, compassionate and considerate. Most importantly, she is easily accessible for phone calls, text messages and onsite visits. Mercedes truly cares about her residents as if they were her own family, as she was my direct contact anytime I had a question or concern, and she always responded immediately. Mercedes was my saving grace on many occasions, and for that I am forever grateful. On May 30, 2025, Mercedes called to tell me that my Aunt had passed away peacefully and she expressed her deepest condolences. I felt the hurt and sadness in her voice, as I know that she truly cared about my Aunt. The last 3 years of my Aunts life could’ve been unpleasant, but fortunately Mercedes and her wonderful onsite staff in Hillsdale made those 3 years as enjoyable as possible. It's now been close to one month since my Aunt passed, and not one person from Foxtrail Corporate has reached out to express their sympathy to myself and my family. I have not even received final paperwork, but none of this surprises me. The lack of respect, concern or common courtesy from Foxtrail Corporate has been consistent for the full 3 years that my Aunt has lived there. It’s an absolute joke to call their corporate number, and actually expect that someone will call you back. You’ll be waiting forever, because they do NOT return calls. When my Aunt was first living in Foxtrail, I was so disgusted with not getting a return call from Corporate, that I did my own research to finally find Katheryn Martin, the COO, on LinkedIn. She contacted me, stated that she was new at Foxtrail, but listened to me and assured me that I could reach out to her whenever necessary, everything would be taken care of, etc. That was a joke! I’ve never had a call with her again and anytime that I texted or called her, it would either go unacknowledged, or I would receive a ridiculously brief response and never a follow-up. And not surprisingly, 24 days have now passed, with no expression of sympathy or thanks from Kathryn. It clearly shows where how much she really cares about her residents. Overall, I have extremely mixed feelings about Foxtrail. Onsite in Hillsdale, Mercedes runs an impeccable and impressive home and staff! Mercedes is a blessing to the residents, their families and the entire Foxtrail company. However, anything that needs attention from Corporate, is ignored and they will absolutely never call you back! You can leave messages with the woman that answers the phones at the Corporate phone number, you can send emails. You can do whatever you want, but I can assure you from personal experience, you will constantly be ignored from Corporate. So yes, at the home level, Mercedes and her staff care deeply about every resident there. At Corporate, they clearly only care about your monthly payment.

Karen Kyle

a year ago

Fox Trail Hillsdale is a community that cares about their residents. Mercedes, the Director & her team are warm and compassionate and do the utmost at keeping residents content and safe. Although my mother was only there for a short period, I want to thank the staff & especially Mercedes for bringing some joy, love & peace to my mother’s last days. I highly recommend this community for anyone desiring their love one to receive the dignity & care they deserve.

Linda O

6 years ago

My mom has been living at Fox Trails East for over a year and we are very happy with the care she receives. I feel like her caregivers genuinely care about her and she seems to like them as well. (mom is non verbal now so it’s hard to get any information from her. But I can tell by her facial expressions that she is happy with her caregivers). I visit often and I never see her or anyone else unkept or neglected. The atmosphere feels more like a family than a facility. I truly believe they care about their residents and are doing the best they can dealing with the sad situation of Alzheimers or dementia. This is the only reason I can sleep at night. And I have full confidence in Monique, that she is doing the best she can for the residents and their families. If I could change anything, it would be their visitors policy, which is very strict right now because of COVID. I recognize the policy is to protect the residents, but I don’t think it has to be as restrictive as it is.

J Snyder

6 years ago

We brought Mom to Fox Trail about a year and a half ago, and I'm very, very happy with the home and the people. Previously, Mom was living in larger, more "institutional" facilities. She is getting better attention and more personal care here at Fox Trail. From my experience, the house manager, Monique, and all the caregivers (Beatriz, Rosa, Roberta, Lucy, Sofia, Carla, Sandy, and others) are friendly, professional, capable, conscientious, and caring, and they are taking care of my mother physically and mentally, in ways I could not. I highly recommend this facility for those of us needing living assistance due to age and mental decline.

Diana B.

7 years ago

Fox Trail communities are truly "home" for their residents. Katheryn, who showed me around, was so compassionate and informative and spent a lot of time with me. While I found another place that I feel is a better fit for my mom right now, I will definitely keep Fox Trail in mind if that changes.