American House

The nurses and everyday staff were amazing and super friendly, but they were very short handed and cannot handle the care needs that even assisted living residents had. They did not really have any activities provided for the residents so my loved one was often bored. The office staff like the manager [name removed] and admissions person [name removed], you get no communication whatsoever from them. I am still trying to get a hold of them to try and pay my last bill. They lost the cashiers check I gave them. It is impossible to get someone to call you back and talk to you. They also lost her wheelchair. It was the most horrid experience we have ever been through.

I am extremely dissatisfied with the business operation of the facility. The staff smiled, but 99% of them did not speak English, which was a concern. They have not been able to process my refund correctly. They were not apologetic or empathetic. I expected them to be more attentive, and they were not.

The building does not lock down and there is at least one door with no lock or alarm. My loved one was there for 6 weeks, went through all health assessments and my family was very transparent about personality, stage of dementia, and concern of flight risk. One evening I received a call from Michigan state police that my loved one was found walking outside the facility, on a main road at night. American House did not even know my loved one was gone. They tried to make me pay for 24/7 monitoring on top of thousands of dollars in rent, plus refused to put a lock on the door b/c they said it was a fire hazard. Without hesitation they terminated my loved one's lease b/c they said they could loose their license and we had to conduct the move over Christmas which was an absolute nightmare for my family. They provided zero support on the transition. I never spoke to a doctor and they put my loved on a medication we did not authorize.

Mom was a resident of AH Carpenter for three months. She was accepted into independent living after facility staff 2 assessment to ensure she was a viable candidate for residence. Staff were provided all information regarding Mom's history, which included knowledge of her cognition issues and a previous APS case, which had been closed as unfounded. Within 3 weeks, we started receiving calls from executive staff saying that Mom was an "elopement risk" and wouldn't have accepted her if they'd known about the APS case. Contracted caregiving/medical provider, *** Home Health Network is HORRIBLE. Medication delivery inconsistent, no monitoring, if Mom out of her apartment, just left the med cup. Family had to call 911 when (non-medical) staff wouldn't taker seriously a medical complaint. Contracted addt'l $975/mo. caregiver services never provided! Pressured by staff to move Mom before the holidays, which we did, and AH would not refund 3 wks of Dec. rent paid. No response from AH

They are friendly but they don't do things that they say they will do. They are often short staffed. The director and those that are in charge, don't follow-up with things. Our experience has been very poor. They need to improve on adding more aides, the medication staff needs to be better educated on how to distribute meds, and the food needs to be improved.

The tour was impressive and moved my cherished loved one in. On my first visit I was disappointed that the nursing aides were sitting around on their cell phones and eating take out in the patient common areas and this continues to be the standard. You have to be let in to memory care and the nurse aides sit there and won't answer the bell and sit around when you want to be let out. They say they have a chef and the food in the brochure is not what is served. The food isn't appetizing and my loved one would often complain about it. I took pictures of some of the food served because it was bad. Seemed to not care about nutrition in my loved one's case. I had to clean the bathroom and floor often and change the sheets on my own because I gave up on the staff keeping the room clean and tidy. This made me sad. Never received any updates on the healthcare, weight, water intake. Loved one had Covid and couldn't visit. No one called to let us know how loved one was doing.

There was not the care given, that we were told would be.

The care services has improved. Prior to moving in, be sure to talk to the sales team. What they sell you vs what you get is two different products. Sit with the nurse and make sure what needs to happens, before moving in There was a situation, in which my loved one was without medication for two months. It has been a dissapointing experience, due to all of the challenges. On the bright side, the facility is kept nice, it's brand new, clean, orderly, and they do laundry. Also, they are very accomodating, when I call to talk to loved one.

Elmcroft is not what it once was. Please be an advocate for your loved one that may be a resident there. They are moving residents to the Memory Care (in the basement of the building...which you need to visit unannounced) for nothing dealing with actual memory care issues or needing more care. The place is severely understaffed, programs are not being run, and their solution is to move residents from the Assisted Living phase into Memory Care.

Poor services, inedible food, not clean or updated. I would say this place is not wheelchair accessible within apartments, not ADA compliant

I would tell other families to look somewhere else. American House Hendersonville told us they were our only choice for our loved one, which was not true. They lie to people to get them in there and show positive videos that are not accurate to what the actual experience is. We paid a lot of money for a room they did not clean often. Her commode was always dirty. The toilet paper roll was always empty. She was always in a dirty diaper, and I had to change her every time I went in there. There were no activities. The only time they took her out of her room was for the three meals. It was just a very bad experience.

After a few days, clearly noted that staffing was a serious problem. Many day and nights shifts I discovered there was only caregiver or two for 32 residents. Staff was poorly trained and little accountability.

My experience with American House was disastrous. My mother resided at the Bristol facility for just a 3-month period, and we experienced nothing but disappointment. Within a month my mother was hospitalized with a fractured wrist. Her room was never clean nor was she bathed regularly.There was never anyone supervising the patients roaming the halls. I never saw the staff involved with the patients doing enrichment activities. The one bit of information I received consistently was that no matter what day of the month I removed my mother from the facility I was still responsible for 30 days' worth of payment. I have many complaints but not enough space. I decided to remove my mother from your facility was when I found her with a severely swollen ankle and wrist. After asking what happened I was told my mother fell in the courtyard. Apparently, my mother was unsupervised again. Absolute revamping of your staff is necessary for this facility to be a safe and companionate place for elders.

The care used to be excellent but over the last 2 years the quality of service and care have dropped down to the basement. My mother had to clean her own room and bathroom because of lack of help (realize that our monthly pay didn't change). In addition little thought was given to special diet needs with many times pizza or hot dogs were being served. Always the fruit was out of a can and never fresh. Many times showers were skipped because of lack of staff (once again, not our problem). The final straw was them sending us to collections for a three period AFTER she left the facility for one MUCH better. Don't believe their verbal word as they ONLY go by contract word. Too bad it has come to a pure money making facility instead of real care.

Poor management My family members live at the American House in Plainfield and it is really bad. No kitchen help or housekeeping. Suppose to have 2 meals in dining room every day What a joke! Had been eating out of Styrofoam for months due to no kitchen help! The kitchen people quit all the time! Front office has to work in kitchen.. 2 chefs have quit suppose to have rooms cleaned twice a month What a joke lucky if the rooms get cleaned once a month! Biggest problem raised rent during COVID when receiving no benefits and eating out of Styrofoam delivered to rooms everyday due to no help! Very little a activities. Then raised rent 6% for new year and have not received any benefits for a year! So where did the money go for the year of not paying any kitchen or housekeeping help! If you care and love your loved ones do not move into American House! Tgry will rip your love ones off! all they worry about is charging money for help when loved ones need it

My family has been at American House in Plainfield 2 1/2 years Started great and went down hill! No kitchen & housekeeping help til recently! Front office had to help in dining room! Increased rent during COVID and now Increased rent 6% for this year! For what! They haven’t paid help for over a year! So where is the money going! Definitely not to help these senior residents! Have raised concerns to upper management and nothing is done! Don’t come here because upper management does not care! Don’t go to American House These seniors are being ripped off and taken advantage of! Nice people that live there! Front office staff is wonderful! But that is it! Something has to be done! Do not not recommend any American House properties Over priced and seniors do not get what they paid for! Very little activities! Very disappointed!! Do not come here!

The community is brand new so its very clean, and we had no problem with American House, our problem was with the director. We went in with specific needs and we were told they would be accommodated and that was not the case. I left within a few days of moving in.

Our Mom just moved in and we are very unhappy. I know it’s early but she can’t press the call button it’s too hard to press, didn’t get picked up for lunch, room was dirty no one has been in to explain things, hardly ever gets checked on. We don’t feel she is safe we have been there most of the time to check on her. When WE try to press the call button they don’t show up at all most of the time. We called today no one came so WE pressed it again 25 minutes later and then they did come 10 minutes later. That is unexceptable and not what we thought we were paying for.

My family members live at the American House in Plainfield and it is really bad. No kitchen help or housekeeping. Suppose to have 2 meals in dining room every day What a joke! Had been eating out of styrofoam for months due to no kitchen help! The kitchen people quit all the time! Front office has has to work in kitchen.. 2 chefs have quit suppose to have rooms cleaned twice a month What a joke lucky if the rooms get cleaned once a month! Biggest problem raised rent during COVID when receiving no benefits and eating out of styrofoam delivered to rooms everyday due to no help! Very little a tivites! Then raised rent 6% for new year and have not received any benefits for a year! So where did the money go for the year of not paying any kitchen or housekeeping help! It went in the hot little pockets of upper man’s gent! If you care and love ur loved ones do not move into American House! Poor manage to snd don’t know how to take care of seniors Tgry will rip your love ones off!

Very poor management the people who do nursing don't know their job or do their job but they do spend a lot of time on their cell phones they never answer calls on the walkie talkies or on the buttons people walk around the necks. Never pick up trash or make beds. A.H. has lost a lot in the past 2 years.