Truewood by Merrill, Keller

Reviews

• CG

  Cerita Glover

  Jan 31, 2026
  5.0
  I visited a family member at Truewood by Merrill in Keller and was impressed with the care given to her. She is so happy there and says the staff is so kind and caring. She loves the activities that are provided.Everyone I met was so friendly and staff so helpful leading me to her room! I am so grateful for the wonderful care she is getting in this community!
• HE

  heather emmert

  Jan 27, 2026
  1.0
  I am extremely disappointed with the care provided at True Wood. They routinely failed to administer medication within the scheduled two-hour windows, which is critical for memory care patients. To make matters worse, staff would insist medication had been given when we had clear video evidence to the contrary. Because of this inconsistency, our loved one suffered from behavioral issues, and instead of managing the situation, the facility would call us to come in and handle it ourselves. The staff lacks basic training in memory care and is simply unequipped to meet the needs of their residents. I would not recommend this facility to anyone in need of memory care.
• DG

  Dee Gadberry

  Jan 22, 2026
  1.0
  One of the most difficult decisions that must be made is whether or not to place a loved one in a memory care facility. That decision becomes a nightmare when the claims of marketing and salespersons don’t come anywhere close to the actual care of your loved one that has been entrusted to the staff. A friend made the difficult decision to place her father in THIS facility, and the only “custom, specialized care” came when the staff called for a family member to come be with him; and those calls came often. If they didn’t go, their loved one would remain soiled or on the floor due to a fall. The staff was not trained to work with dementia clients, or if they were, they never passed any competencies to prove they understood their training. BEFORE you choose this facility, go at various times of the day/night and see the staff in action; watch how they interact with clients; talk to family members who come visit. IF you choose this facility, put cameras in the room and check in often. Chances are you will be moving your loved one to another facility just like my friend did.
• SR

  Shawn Rixon

  Jan 21, 2026
  1.0
  During the short stay of my father-in-law, we came by to check on him and found him to be completely out of sorts. We were unable to get a straight answer about if he had received medication or not. The conflicting information was never clarified. He fell several times the first week there and had not had any issues the previous three years living with us in a much less controlled environment. They have a faulty sensors in the room that is supposed to detect a fall that only ended up giving false alarms that led to them disrupting his sleep to see if he had fallen. We saw on our ring camera in his room that the staff came in and turned on his lights in the middle of the night to see if he fell and then proceeded to wake him up to see if he had fallen. He was laying on his pillow in the middle of his bed and completely covered up with his blanket. If he had fallen into bed I’m sure it was only because they kept him awake the previous two nights and forgot to give him his medicine for two days. Every time I visited I felt like the staff was more interested in doing the least amount of work possible instead of providing care. It takes a certain kind of person to care for others and there were very few of these kind of workers present. Seems like managements focus is on profitability instead of hiring workers with critical thinking skills and just plain old care and concern. Luckily we were able to get him moved to another facility that is certified to take care of dementia patients.
• CR

  Chelsey Rixon

  Jan 19, 2026
  1.0
  Terrible experience for memory care Our experience at Truewood Memory Care was a nightmare of mismanagement and medical disregard. We moved my father here in late December 2025, and within the first week started looking for a new facility. We started here because they had no wait list. Issues: 1. Lack of Staff Training: Despite being a specialized memory care unit, the staff seemed untrained in dementia behaviors. They labeled typical symptoms like agitation, talking loudly, not following directions, or being easily distracted when someone is talking as "aggression." Instead of utilizing prescribed medications or redirection techniques, staff called the police on my agitated father. 2. Safety & Communication Failures: My father suffered two falls in the first week that led them to send him to the ER. He lived with me 3 years prior to going to this facility and never needed ER care or police escalation. After the second fall, he was in the ER for four hours without the facility ever notifying our family. We only found out when my mother arrived for a visit and found his room empty. 4. Unsanitary Conditions: On the 10th day, I found my father’s bathroom sink overflowing with his own wastewater from attempting to clean up his own accident. My husband had to ask staff three times for help to get a mop to get the wastewater off the bathroom floor so I could get my dad out of the shower onto a clean floor. The following day, my sister found tubs of wastewater still left under the sink, which she had to clean herself. 5. Environment & Management: The environment is inappropriate for dementia patients. A staff member changed the main resident TV to the movie "Terminator" one evening. When I raised concerns about exposing vulnerable dementia patients to violence, I was dismissed by the care techs working there and told it was appropriate for some residents there. Ultimately, management told us he was "unsafe" and demanded we take him home immediately, despite our daily presence and constant requests for updates. Also, the first week we asked if he was appropriate for their facility because of their aggression comments and expecting someone to be with him for multiple hours a day, we were told staff were getting more training and he was appropriate. If your loved one requires dementia care that encompasses empathy, redirection, and a desire to bridge the communication gap this disease takes from your loved one look elsewhere. This facility is wholly unequipped for anything beyond basic senior living. The activities you see on the tour are strategically scheduled and the care you see on tour is vastly different from the care we have experienced. I now understand why they have no wait list.