Truewood by Merrill, Keller

Reviews

• LM

  Lori Martin

  Mar 31, 2026
  5.0
  Great facility! Clean and very welcoming. I came there to visit my aunt and was pleasantly surprised!! The staff were amazing and the facility was spotless. I would highly recommend them to anyone if they are looking for somewhere to let their loved ones live. My aunt is very happy and healthy and it gives me peace to know she is being well taken care of.
• 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.
• 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.