American House

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?

My wife and I were previously residents at American House Zephyrhills and our experience at this facility was terrible. The cleanliness of this facility was great. However, the care services, meals and dining and the value for the cost was terrible. The staff and friendliness were very poor. Overall, it was not a good experience at all. I would not recommend American House Zephyrhills to others.

My loved one was previously a resident at American House West Knoxville and it was NOT a good experience. There were so many issues: short staffed and using a temp agency, caregivers sleeping during their shifts, missing items, no access to snacks, no place for the Assisted Living residents to go outside and my loved one wasn't allowed to go out due to lack of staff, my loved one was left in the bed and not helped to the bathroom, cold food, and the list goes on. I would not recommend American House West Knoxville to others.

We moved my father in for less than a week; after various concerning observations in the Memory Care/Generations wing, we moved him back home. We had a list of concerns that we sent to [name removed] (sales/marketing) and [name removed] (nursing). They were very communicative and kind enough to escalate the concerns to the Executive Director, who who has changed 3 times since [date removed] [names removed]. In these 3 months, not a single Executive Director has been able to close the loop on communication, I have been passed off to the next person, with emails and voicemails that go unanswered. At one point, I connected with the Regional Vice President of Operations, who left Integral Senior Living (parent company to Mount Prospect Senior Living) Before she left, she sent a letter to residents announcing openings for a Resident Care Director and Business Office Director. I have even reached out to the Board of Directors to no avail.

The place is dirty and the food is terrible ! I went to visit a friend who had surgery so i went down to pick up her so called dinner and oh my god i could not even believe they served that slop ! You had two options either a microwave type nasty hamburger or a under cooked almost raw potato slop with some kind of ham look alike product thrown on it. Do not go here and if you have anyone you care about go somewhere else !!!! I am reporting this place to the health department immediately.

They did absolutely nothing for my mom for the couple of weeks she was there before she passed. I had to go every day. I was still her only caregiver. I helped her shower, get dressed, made her bed, brought her laundry home to wash, changed her sheets, brought her downstairs for her meals. They did not even come in to check on her in the mornings. I complained several times and was told they were short staffed. My mom was not happy there, and I would NEVER recommend American House Coconut Point to anyone!

This was a place you'd want your parents to be 5 years ago, that is no longer the case. They can't keep employees because of poor pay and poor management. They run out of medications constantly! Food is poor and often is cold by the time you get it. Building Maintenance is poor. Reported multiple times that the dining room chairs were falling apart and finally they fixed one or two of them and the rest of them still are a danger. Constantly had to check if my mother had one of the good ones or bad ones. My mother needed a ride wit her wheelchair down to her meal and she pulled the cord and no one came. I arrived and the call light was on but the alarm for the employees to hear had been silenced. Thank goodness she had not Fallen. Pay more get more.

A tour of the facility could never tell the whole story. A "tour" is a scheduled sales pitch. There is almost always a medical team employee or American House employee within ear shot of every interaction in the community areas. Residents will not tell you how they really feel until you build rapport, and/or they can confess how unhappy they are in private. The meals are not satisfying and if your loved one depends on transport to the dining room or food delivery, they will likely get overlooked and underfed, as in forgotten about, and skipped over completely. American House offers a landlord/tenant lease, even if your loved one uses the medical team. American House has no regard for residents' medical/health needs. It's stated clearly in the lease. They don't clean well. They don't take out the trash. They don't do much well. The high cost is not justified. Friendliness does not compensate for competence; Would not recommend. Come unannounced and get a better feel for the place.

It was a terrible experience for our family. They were understaffed, the management was unfriendly, and we had a poor intake coordinator. This is specific to respite care. Their minimum stay for respite is 30 days with no refunds. We got out of there after 10 days due to incredibly horrible experience. They then incorrectly charged us for an additional month. I do not recommend American House Bonita Springs.

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.