The first Letter

It was not long after placing my parents at Thunderbird Retirement Resort that we realized that the service levels were more than Sub-Par.
Still trying to make the best of a bad situation.... I called and made arrangements to meet with "Director of Special Projects" who by the way was there less than a month...

Here is the body of the letter to - Note the "cc" to the General Manager

Phil Borsum
Vice President, Special Projects
Thunderbird Retirement Resort
5401 West Dailey St.
Glendale, AZ 85306
Date 2/21/08

Dear Mr Borsum:
I appreciate you taking time to meet with me yesterday regarding the dining room/quality/service issue. I wanted to briefly summarize our meeting so that we both have a clear understanding moving forward.
As I understand it, there has been a long standing entrenchment of people and processes in place that have deteriorated over time, requiring major changes in both personnel and process improvement. Additionally, I have your personal assurance that these major changes as directed by your management company are currently underway and are tied to an action plan with time table that will show significant and measurable improvement within the next thirty days.
As we discussed yesterday, I view this situation as critical to the success of my parents at your facility and that it impacts a vast number of your residents as well. I am hopeful that from our conversation that this situation will have a positive resolution without the need for further discussion.
I thank you in advance for your thoughtful attention to this important matter.

Sincerely yours,
Thomas Marks

cc: John Wenzlau, General Manager

Do your Diligence

This all started out easy enough.
Mission:
Find a place for your parents...
Looks good from the outside but like fiction BUYER - BEWARE... This company is not to be trusted....Just ask any resident of Thunderbird Retirement Resort and you will be amazed just how one company can completely make the residence feel as though they are hostages instead of customer.
In the coming days and weeks I will be uploading all the documents that show just how callous they are...

Shame on Thunderbird Retirement Resort....

Why this Blog about Thunderbird Retirement Resort

Thunderbird Retirement Resort located in Glendale Arizona. From the street it looks like many retirement resorts. Lot of apartments thrust together like a Marriott. This is where the comparisons end.

If you love your parents be advised. You can spend less or you can spend more. It is a decision we all must make. In my opinion this was a horrible place for my parents. Looks good from the outside but the inside is a living hell. Ask the residents not the ones that take you to the first lunch just walk in and ask a resident without the permission of management.

Note: Thunderbird Retirement Resort frowns about this. If you don't believe just ask if you can come in unannounced. The answer will be no. It will be some bullshit answer protecting the residence when in actuality they need to protect themselves. The residents are very un-happy.

This blog will chronicle my year long struggle trying to "get it right" so that my parents who I adore could live out their days with dignity.

Mr. John Wenzlau is the offsite manager for this huge facility and believe me, He takes offsite manager seriously. Try and get an appointment with him.

The following events actually took place. I have the documents. I have truth on my side and nothing that Thunderbird Retirement Resort or it management company Agenor Partners, or its parent company, AEW Capital Management can change the truth. You will see the letters, the documents, the petitions. So take it from someone who knows Thunderbird Retirement Resort equals "BUYER BEWARE".