Grace Management, Inc

The biggest problem here is the dining room. Food good one time, poor another. Time for service is very poor. Sitting is predetermined. Trying to get a refill on a drink is a real problem. Clean place, but I found housekeeping to be minimal. Staff is great; dining staff needs a lot of improvement. They keep promising to work on it, but they don't seem to have much luck.

This is really for active seniors who are trying to pare down, for people that want to be out doing things all day. When we toured, the woman said that about 75% of residents were on a cruise! They only serve breakfast and dinner, and no lunch. Definitely more of an independent living for seniors who are still fully healthy, with no care at all. To me, it was very expensive for what you got. Most expensive by $1000 and you got two meals, and no laundry. Movie night is $5/person. It seemed like they would nickel and dime you. The facility was a beautiful, brand new facility, sparkling clean, but you are paying a ridiculous amount for it, and it's not a good value for your money. Maybe for someone who is well off, and needs a place to leave a few things and travel the world. They assisted living isn't open yet, but will be open in January.

The Highlands facility is deceptively gracious, but unfortunately the clinical oversight and corporate direction do not live up to the surroundings. We had our mother there for six months and moved her because of the lack of seasoned gerontological providers on board, poor nursing/medical supervision, terrible food, mice in her unit, and skyrocketing cost with no methodology behind them. The facility is now under the management of Grace Management and has gone rapidly downhill. They cut corners on food so badly that we ended up cooking meals for our mother because it was so unhealthy -- even though we had to pay for it. Greasy fried foods, terribly salty preparations, tough meats, soggy canned vegetables. Really bad institutional stuff. Also, the entire clinical staff was fired overnight with no explanation, leaving residents wondering what was going on. We were part of an exodus of people, fed up with the corporate-profit driven environment and lack of personal attention. One exception was a couple of very sweet personal caregivers, who, unfortunately also did not stay over the long run. We found a marvelous new place for my mother with twice the space at a savings of $300 per month. The meals are restaurant quality, cooked by a wonderful chef, and there are 3 RNS on rotation at all times. We couldn't be happier we left Highlands.

Having been a resident here for almost two years, I felt the need to offer my opinion about this facility. In general, my advice would be to get whatever you are told or promised in writing, signed and dated. When inquiring about benefits, I was told that a manager would be on site at all times, and it started out that way until we were informed that managers would now be living off site and we were given Great Call buttons to press instead. Food service was touted as a plus, but that has deteriorated. "German" cockroaches have infested the building, and although my apartment has been sprayed several times, my caregivers or I manage to kill a few just about every day. The toilet in my bathroom has come loose from its seal at the floor, and although this has been reported, nothing has been done to repair it. I live in a "handicap accessible" apartment, but the bathroom is not ADA compliant. I have spent hundreds of dollars of my own funds installing additional grab bars. A strip at the entrance to the bathroom continues to act as a barrier, though this too has been reported to management. A problem with the entire HOLIDAY organization seems to be systemic. Local managers are given responsibility without corresponding authority to act. Suggestions from residents for improvements, such as the convenience of an ATM in one of the common areas, have been denied at the corporate level. Yes, I have decided to move to some other place, and I cannot in good conscience recommend Augustine Landing to other seniors.

While Elmcroft of Tempe is a beautiful assisted living facility, lovely decorated, and very neat and clean in the common areas. Since, my father has moved in we have found the personal assistance care lacking. There are just not enough caregivers to assist all the residences. We have had to ask for his sheets to be changed, the room and the bathroom to be cleaned. The sheets on his bed had not been changed in over 3 weeks. In addition, there housekeeping in the residences rooms is not kept up as was originally promised to us when we signed our father up to stay at Elmcroft. If it were not for us family members coming in and helping our father shower, change his clothes, and shave. His personal hygiene would not be taken care of. Also, there is the issue of staff changes, the caregivers are over-worked and underpaid and often do not stay long. On the upside, the cooks are great at preparing and serve excellent meals. They are very personable and take time to talk to the residences, finding out there likes and dislikes. The social activities, are also another plus for the Elmcroft, Larry does a great job of making sure the residences are able to participate in the activities. His planning of the social activities ensures that there is something for everyone to do. Then there is Laverne, the front desk greeter, office assistance. Without her skills, and helpfullness Elmcroft would be lost without her. She is the first person people meet when entering the front door. A warm greeting is always given, and she seems to know what is going on in the entire building. I also did not like the pharmacy Elmcroft uses to get the residences prescriptions filled. Although, the pharmacy AZ pharmacy? was suppose to match the co-pays. I found there co-pays to be inflated almost triple the prices that a regular local pharmacy charges. So we discontinued there pharmacy services. The waits for PRN medications are very long. Sometimes over a 45 minute wait. In our father's case, we had to hunt down the medication tech, so he could get his PRN inhalation treatment for his Asthma, after waiting at least 45 minutes for the tech to bring his medication. The only reason we are with Elmcroft is that our father loves the social activities and food. Fortunately, we are very active with his care and make sure he gets his personal care needs met; ie showers, changing clothing, personal grooming shaving.

You get what you pay for, it's the cheapest place on the market for a reason. Flies are a constant problem. Mgmt. had an exterminator come in to get rid of them all, but they're back in full force, especially in the dining area. To sum up - this place is filthy. The carpets in these cabinets hallways really need to be cleaned, not just vacuumed. The cleaning lady, [name removed], is very nice. She does her best to clean, but there's too much beyond her control due to the deterioration of this place.

Beware. This facility is terrible. We got our mom out as the conditions and care are awful. Shit was on the floors for weeks. The management could care less. They make it look good from the outside but the food, care and lack of cleanliness are major issues. You don’t want a loved one left at Sumter Senior Living.

The memory care unit has 20 beds and there is rarely two people on duty to take care of patients needs. They do not allow bed alarms all pull for help alarms in the unit. While there, my has and fell numerous times and sometimes it took a while for them to get to him. He broke his hip and his right ankle while he was there. We were told they could not care for him with a broken ankle and would have to move him to rehab or pay a huge amount to have around the clock care. I moved him because neither of those options would work due to the added expense. We were refused reimbursement of more than $[removed] because they denied telling us that. Management bluntly called me a liar and also told a lawyer that I was lying about that. Please know, I did not lie to these people. Personally, I would not recommend this facility.

My 87 yro mother has lived here for 5 years. This was once the perfect retirement facility with wonderful management ([name removed]and [name removed][name removed]), but the new management is non-responsive and uncaring to the mounting concerns I have with this facility. Prices have risen and food quality, cleaning, maintenance and services have declined precipitously over the last couple of years. I could no longer recommend this facility as being safe for the elderly.

Our experience at Sumter Senior Living was far less satisfactory than expected. Beautiful building and grounds but that's all it has to offer. Poorly trained staff, mismanaged meds, roaches, lost laundry, sloppy housekeeping, up to 30 min call response, etc. Despite conferences with administrators who promised improvement, nothing improved. We moved our loved one out, he was miserable there. Too many sad, elderly, residents in the Assisted Living building didn't even notice. Independent Living building seemed to be better, most residents were more attentive to their surroundings there and thus adequate care was provided to them.

My husband died [date removed] and while in Texas for his burial I realized that the February fee of $[removed] was withdrawn from my bank account. When I returned I spoke with them about it and they said I would be reimbursed in 30 days which seems too long for their mistake. It is now March and no check and no one seems to know where it is or when I will receive it. I DO NOT recommend this facility. It's too bad because the actual workers are wonderful folks.

Stay away if you care about your parents or loved ones! My parents moved in about 2 years ago and it's been nothing but disappointing. The food is not much better than what I feed our yellow lab. Dog food! My parents are paying over $[removed] a month for a 1500 sq. ft apartment and refuse to eat in the dining room because the food is so bad. Last month, they had Covid and 3 our of 5 nights, they didn't even get the food they ordered to be delivered to their apartment. Now, the night before Thanksgiving, the elevator is out of order for the 4th time in 2 years. My parents are disabled and unable to get down the stairs so they are stuck in their apartment for the holiday. We called [name removed], the management company, and they refused to give us the regional managers phone number. The local manager is leaving the company (I think they've had 3 managers in 2 years) and never returned my call. I was told it would be fixed today and as of 7pm on Thanksgiving Eve, it has not been fixed.

My in-laws live here. The food is inedible. They can’t keep an operations manager. The elevator in building [removed] Is consistently out. Given most elderly don’t want to move again the Grace management team takes full advantage of that fact. Try calling corporate and you get the run a round. You can’t can’t a phone number for any of the senior regional operators leaders only email.

My experience is mostly with the memory care unit. Complete lack of communication, phone calls seldom returned . My husband was there for 3 months and was never shaved or had a haircut. He lost considerable weight, I was not informed his clothes were too big and needed new things. The Dr there did not accept his insurance so he was not seen by physician and I was never informed that he wasn't being seen. I was not living in the area and couldn't visit .

We no longer live at The Summit and would not recommend to any one. The place is more of an assisted living facility instead of independent living. Food was terrible. Many times we did not receive what was ordered.

Always check on your loved ones. Show up when the facility is not expecting you. Taste your loved ones food. Check their bodies for bruising in unusual places. Watch how your loved one reacts to staff and vice-versa. Are their hearing aides charged and clean? Are they being kept clean? Are their teeth brushed? Is their hair combed? Do your loved ones act unusually timid in their environment? Are they getting enough to drink? Are they getting their medications in a timely manner?

Unfortunately the travesty has been totally mismanaged as everyone was told the lock down was due to a flu outbreak. There is a complete cover up and staff change from medical director to executive director to food manager going on at this facility. Stay Far Far away..... I am trying to get my Mom out of there but I do not feel safe stepping inside that building. Do not believe anything they tell you there is a coverup going on here

I moved my parents from PA to VA and into Heritage oaks. when they 1st moved in food was great and service was good. Now the food is unelidable as is cold or burnt. staff does not wait on in a fast manner. My mom refuses to go in as her food is cold and she has dementia and gets agitated that it takes so long and is so cold in the dining room. Rent went up last year and going up again. i understand cost of food has gone up but my parents are unable to eat the food in cafeteria and spending money on groceries so they have decent food to eat. I really don't want to move them as they like their apartment and their neighbors but i also want them to have good food to eat. i am here every Mon Wed and Friday so can attest to the food and i am like everyone's niece and they all complain to me about the food and service in Dining room.

Our loved one h a s been there for some years. All was going wonderful until the past 6 to 12 months. Management changed 2-3 times, the kitchen was closed numerous days due to no employees, and residents were served sandwiches, only some residents were skipped. Chefs came and went, as did the house cleaning and personal care staff. There was no maintenance person to repair the broken showers, pipes, etc. Most heart breaking was the way some staff spoke to the residents. Demeaning, loudly, without compassion. Our loved one will be moving as soon as we can locate a new place that treat the residents as they deserve...with dignity and respect.

They are always short staff when I went to visit a friend of mine I got to see what it was about and the experience was horrible they were always short and food was brought out cold and hard to eat. When I asked to speak with the boss of the kitchen she was never able to come out and speak about the concerns. I witnessed staff get treated bad. They also got rid of some servers and it’s even more slow because they fired the best workers it’s just very unprofessional. My friend has been there for years and I hate to say they make it look like it’s a place worth living but in reality it’s a [profanity removed] show