American House

We were extremely disappointed with this assisted living facility. My mother-in-law's room was filthy all the time. My mother-in-law was filthy most of the time. Many times she had deficated on herself and no one would clean her up. She needed so much more care than they gave her even though they promised they would and we were paying for it. We were so glad to move her out of there and I would never recommend this facility to anyone.

The memory care unit has angry, uncaring caregivers who do not treat the residents with compassion, dignity or respect. They seem to be intentionally cruel. Management only defends or ignores complaints. If they are telling their caregivers to treat residents differently, the orders are not carried out. Residents are left unchanged in pee soaked chairs. Residents are left in their wheelchairs by themselves until 2-3 in the morning. Residents are left unchecked in bed for up to 20 hours. Residents are yelled at, scolded, not wiped down during diaper changes, not positioned properly in bed, made to walk with briefs around their ankles, not bathed for weeks at a time. Residents end up with abrasions on their wrists. Caregivers seem to have a cruel agenda aimed at retribution for family members who advocate for them.

Don't send your loved one there. Understaffed, poor maintenance. Power and elevator constantly inoperable in the independent living wing.

American House Bartlett will tell you what you want to hear and do the opposite. The bus hasn't moved for the past 4-5 months. The residents don't receive the 2 snacks in the contract. There is no nurse during the night shift so residents take night medications during dinner. Also, residents miss medication doses, along with nurse never checking vitals. Night shift employees never check on the residents every 2 hours, don't change the bed or residents if wet, and don't pickup the residents if they fall. The front desk receptionist don't speak. The door alarm goes off every time they open it so they decide to leave the door unlocked verses repairing the problem. The carpet is dirty. They ask residents to bring their own cup with a straw to meals; however, the staff never wash the cup and often pour new beverage over the old. Residents don't receive showers, the rooms are not cleaned often, and the trash over flows before someone removes it. The staff talks about their problems aloud, e

They are very understaffed especially at night. They will deny they aren't but I had to go there many times after 10:00 to help my mon because nobody would respond to her. The staff want residents that do not need much help and they are not very supportive to the ones that need extra help. Brandy does a great sales job but the reality is, unless your loved one is completely independent, I would not recommend American House

Overall we loved the facility and the staff was friendly. However mom passed and the staff on duty was not professional one of the caregivers was on video call talking about mom to a friend and this has happened several times over the last 5 months. This same caregiver also speaks poorly of residents and new staff members to other caregivers and I have heard them several times as I came down the hall. During move out the next day management did not have time to speak with us so we could address the issue we had.

Any positive reviews before 2024 are not worth anything. The wonderful previous staff left after the buyout and it’s now (mostly) filled with incompetent and untrained new people who have never dealt with a dementia patient in their whole life who wonder why yelling at the residents doesn’t yield positive results. They don’t give medicine on time, no one knows anything, and they even lost my loved one (resident) for a period of time. The night staff refuses to take care of the residents and they will insist you get your own 24 hour private aid if you want your loved one to have care. There were also multiple incidences of lying from the staff where they tell you something happened and are proved wrong by the security tapes. The residents are leaving in droves, and the ones that stay are all having issues with their medications all of a sudden, perhaps because the staff regularly skip doses and no one tracks it. Do not put your loved ones here. It’s also dirty.

The RAs are wonderful. The nurses are great. Management is terrible. The food is terrible ever since the newest dietary manager took over. My mom has complained several times only to be ignored. Not only is the quality bad, they regularly run out. About a month ago on Memorial Day, they had cereal for breakfast. I asked the cook why and she told me she was out of everything. No eggs, no bacon, no bread, no oatmeal. You could tell the girl was stressed and had no control over the situation, and it’s definitely not her fault. She’s quit at this point, I’m assuming because of management. The same vegetable blend is served every day. There’s regularly no dessert when the “manager” works. I had lunch with my mom recently when she was cooking and found her long greyish hair in my moms plate. Another time she was served chicken that was burnt on the outside but raw on the inside. It’s seriously something every day. The problem isn’t the cooks. I only ever have these issues when the manager is

I wouldn’t send my dog to this [profanity removed]. Lying, cheating pieces of garbage. Lawsuit pending. Sales and general manager practice business tactics and this company should not be allowed to to business anywhere.they sent their director of nursing to my home to evaluate my mother. When we showed up to move her in they denied access saying it was a violation of state law to place her with her medical conditions. They had no problem asking and receiving a check for [removed] after their medical assessment but refused to refund full amount. I’m in the process of failing complaints with the BBB and the state. Trying to have there license revoked in Tennessee for their practices. Do not send a love one here.

American house is a beautiful, clean facility located on James street on Holland’s north side. If that is all you’re looking for, it may be the place for you. However, if you need any care-BEWARE! Being health care providers, We witnessed neglect and lack of personal help on numerous occasions. Clothes were not changed for a couple days. Showers weren’t completed for the first two weeks. Bells are answered slowly. Staff rarely call you by name. We were hesitant to move our mother to American house because her meds required close observation. American House assured us it wasn’t a problem, we felt safe to move her in. Unfortunately, they could not follow her adequately so levels to protect her dropped then came the Hospital admission for a stroke. Her Independence and exercise was discouraged. The Staff stated they had no formal training on transferring a wheelchair or walker dependent. Promised activities were lacking . Look around for the best place for your loved one

We moved my mother to American house in Holland to be near my house. What a costly mistake. They mixed up my mom’s medications and bill but didn’t seem to care. Some days, the care was okay but if someone called in sick, they didn’t always get replaced.. We moved her out because she didn’t like the food and we didn’t trust the care.

The staff needs more training in what they're supposed to do for residents. Supervisor for the staff who cares for residents is very rude. Her rules and guidelines change depending on how she feels that day or what they want to do. My friend had several things stolen from her room, on more than one occasion. She paid for extra care. She never received that care. They left her sitting in her bowel movement for hours before coming to change her. She would call and they would say they can't do it right now and she'd wait for hours. Put her to bed early so they don't have to deal with her. If you're loved one can talk and in the right state of mind, that's a plus but if they can't I wouldn't consider that place. The only good I could say is the housekeeping and the laundry women were so nice, loved seeing them. CHEF?? What chef, their food comes from GFS. Of course they'll give you a great tour, they want your money, don't be fooled. They're good at masquerading. Think twice, PLEASE!!!!!

I would not recommend this facility! It is run by people that only seem interested in making money! They're sorely under staffed! Will not pay employees for good service to the poor people that pay good money for a safe place to live! The worse part is there appears to be absolutely no regard for the safety of the residents! My loved one needed help and they would put an alarm bracelet on her, then I found out none of the employees wore one or was made to be aware of wearing one! At the end, they were so money hungry that they seemed to let unstable people move in just for the money! I'm sorry that I ever put my wonderful loved one through it!

We moved them out in Nov. There was not enough help, food was not very good. There were several moving out. They were charging for things they could not explain. We actually were charged for a room for a month when they were not there. The memory care unit does not do any activities rarely brings them out for music. The activity director does nothing but sit around and shows videos to the residents. [names removed] lied completely to our face about many items and were caught in it. There were things taken from my dad's room. And no one ever returned it. He had a dr order to have it in the room. They threw away a pair of his pants instead of trying to find the owner.

Of late it has gone downhill. Everyone is leaving, just found out the vibrant life director will be leaving in March. First the receptionist , then the director of sales/marketing, and, executive director. I do not require too much care, I'm a respite. The food is really awful. Today, for the breakfast special it was hard-boiled egg; lunch; sloppy joe with chips. Yuck.

My mother was a resident there for 10 years, and when she passed all they cared about were the keys. She had so many things that went missing, such as jewelry, clothes, and other personal items. Food would even go missing from her apartment,. The Medical Team was not much better. If you called once you would have to call a dozen times and hope someone would answer. My mother would call me to call them because they would not answer the phone when she needed help at times. Worst yet was The Medical Team Hospice care .... run don't walk. It's fine if you have time to micro manage the Medical team and Hospice team. Once I got hospice I thought it would take things off my shoulders, that didn't happen I had to micro manager them as well. They have no back up generator and leave residents in the dark and residents on oxygen will be out of luck. BE AWARE!

Not at all what was explained. Very loud in common areas for residents. Staff poorly trained.

My dad had to help a nurse get a patient off the floor when they fell because there were no other staff members to help her. I would not recommend them to anyone. We moved my grandfather out of American house due to staffing and care issues and he has since passed away. We had difficulty with meds going missing and were also very displease with how other residents were treated. There were also issues with roaches

While the facility is beautiful and in a quite Neighborhood setting, we were very disappointed with the level of care and overall experience provided during the 14 months our family member was a resident at MPSL. Staff turnover has been/is an ongoing problem at all levels and in every group from executive management, nurses, chefs,caregivers etc. They need to increase the number of nurses scheduled per shift to make sure medications are consistently dispensed on time. Ratio of caregivers to residents is low. There arent processes in place to monitor that services delivered meet the prescribed level of care contracted for/billed to the resident. We shared our concerns with management and received assurances that the issues would be addressed. Unfortunately after months of patiently waiting for a new management team and nursing staff to be hired and turn things around, the situation continued to deteriorate. We lost complete confidence in the facility and transferred our Mom elsewhere.

It’s awful. When you complain, it isn’t resolved. I sent emails, left messages that went unanswered. Terrible, Terrible, Terrible, Terrible, did I say terrible?