Hawthorn Senior Living, LLC

I toured this facility with my parent several months before my parent decided to move in. We toured a total of 5 facilities and Steeplechase made the short list of 2 finalists. I found it to be clean with nice amenities and very good food. The building is relatively new and looks and feels fresh. It feels safe. It seems like you can always find something to do there to keep busy. Availability of transportation for shopping, appointments, etc. was a big plus. The staff is very dedicated and helpful. They have been an excellent source of information, support and help during my parent's transition.

We liked it, it was nice and clean and the people were friendly. It just didn't stand out that much against all the options, they weren't exceptional in price, and were a little outside of the area we wanted to be in.

The one thing is that they told us a price on the phone but that was for thier lowest priced room so they should say that there are many different types of rooms. She ended up getting one for almost $200 more a month. They need to say what you get for that price. They upsell you. They're good people and it's clean. It's been good. I would highly recommend them.

The community is brand new and the buildings are very well maintained. It’s located in a very good area with access to lots of things like strip malls, shopping plazas, restaurants and medical centers, some of which are within walking distance. The area is not too quiet but also not too loud. The quality of the food was not good and my father was complaining about the portion size as well. However in their defense they just changed the chef so hopefully it gets better. My father is not very active but there is plenty to do when he does want to participate. The value of this community is just right; it's the right price for the right amount of care.

Well, something that comes to mind which I felt was quite troublesome was a resident without regular care. She could/would not use diapers over a long period of time (years). She did not seem to get regular care. The consequence was that the room could not be used by anyone else, as urine and feces had permeated the walls, and she was moved to a room near me. She generally could not find her room, and it became up to the residents to help her get to her room and remind her to put on a diaper and a bra, which was important for the sake of the male residents. Sometimes that was difficult. It was brought up to management that she needed more care, but the staff said her family did not want to pay. So they just continued letting residents take care of what little care she got. Another incident was when [name removed] was dying of non-Hodgkin's lymphoma and seemed to me to be very despondent. I went to the manager, not knowing how to help, and was told she would "call the family." No one ever checked on her that night or called. That was typical of the concern shown. Food was a problem because chefs apparently can't season the food because some have allergies. They would call the cheapest hamburger "steak," and it was not cooked properly. People wouldn't eat it, and volumes of food were thrown away. Not having an actual meal to offer because they ran out of food is shameful, and I went hungry too many times. These older residents look forward to meals, and seeing staff being fed while residents are going hungry is an insult. Now there is new management who brings new life and caring. 3- based on the resident who screamed obsenities at me when I took his clothes out of the dryer after he had been using it for hours and he had taken mine out when they were not dry. My son insisted I leave and it has worked out.

My mom having a good overall experience at Heatherwood. The staff are helpful and nice. There aren't as many actives as my mom would like. My mom is disappointed in the lack of activities. My mom is also disappointed in the food preparation and lack of selections, and presentation. There times were the common areas are not as clean as it should be. Specially after meals in the dining area. The apartment sizes are good.

When I first moved in it was ok then all of a sudden it was full of memory care and assisted living the rent just went up and I found out I can save money buying my own place I cannot wait to move. Transportation is the only thing I will miss. They hired new managers they are not friendly and didn’t try to get to know us. The beauty shop is also very good.

I think that I give this score due to the candle that has ruined the overall togetherness of the residents and the staff. Even though a couple who were brought in by management to run this place until new Directors can come. This is now about to happen. They will be here until the new couple come next week. One of the staff told people that they will be very strict and that has people all agitated. Then there is the food. This is. very disappointing. When they are recruiting you they bring you in to eat on special occasions. You are given the impression that the food is always this good. The "chef" is awash in false advertising of his presentations. French Onion soup has no croutons or cheese on it. Corn chowder I'd potato soup with a few kernels of corn to allow for the name. We are not allowed to have half portions, so much food is wasted. I could go on and on...He pulls attractive names out of thin air to make desserts with names like clairvoyant or cannoli cake that bare no resemblance to those desserts. False advertising is rampant.

No charge to bring cat or dog. Lots of geese and sorry to say lots of geese poop everywhere. Was told it was washed away daily

There are things to keep in mind. My needs are different from others. I am a healthy 76 year old, not needing any assistance. Therefore activities are not my main interest. Whereas with others it could be. Apartments do not have individual washers and dryer machines. When the shared machines are being used is not so much a problem, except when clothes are not retrieved. Thus unnecessary wait time for others. The building locks down in the evening. However on multiple occassions , the rear door for stairwell "A" does not lock. Maintenance should be improving with a recent hire for that position. Employees and Staff are courteous and should be complimented for it. Parking issues such as unregistered vehicles, vehicles, not parking within markings and guest parking used by residents. Therefore guests with items for residents , sometimes have to walk distances in the parking lot, because the guest parking is being abused. Three meals are provided. Overall the accomodations are fine.

Met with [name removed], showed me around. Looked at one bedroom apt. It was OK. Shower was so-so. Not as nice as the [removed].

The biggest problem was indifferent managers, absent a great deal and bringing in many mentally challenged and those needing. Physical help with no regular caregivers. (I.e[name removed]who could not remember her diapers or bra or to feed her cat and destroyed her apartment with urine and feces on the walls.) She was near my room and I helped where I could but was not there for that.

Positive: Very nice facility in a great location and lots of activities. Very nice people. Negatives: -A lot of employee turnover which led to some chaotic situations like delays in repairs. -Management changes a few times just in the 9 months Donna was there. -Food was hit or miss on being good as well as hot. The prior managers recently retired last week. That may help if the new managers they hire(d) are involved in the day to day and oversee operations to ensure everything is running as it should. We did not observe that when we were there at least 2-3x a week over the last 9 mos.

I rated this establishment five stars last year as they staff was very polite and the atmosphere bright. However, the character of management has changed. They have become less gracious and polite towards residents and guests.

A little outdated. Window air conditioners. Not much in the way of a kitchen. Employees were super nice. Just not what we are looking for.

Pioneer Ridge is a very warm feeling community. The majority of the staff are helpful, go the extra mile and truly love the residents. I have had a couple of issues there that I have contacted corporate on to resolve..... Honestly, I am now monitoring and that is why I dropped their rating from 5 to 3.5. It feels that upper management does not seem to have the concern for residents as the previous crew who I absolutely loved In summary, I am concerned but giving them a chance to stabilize with new management team(s)

The staff stood out but they have had a lot of turnover so not so much anymore. The food is not as good as it was to start with which is a big factor in the price.

The new activities director is terrible. She does not engage with the residents or listen to their suggestions. The afternoon shopping trips have been eliminated for morning only 2 days a week which are at the same time as other activities. There seems to be a drain fly issue. A plumber needs to be called to address the entire facility, not an exterminator that sprays bug spray. I am overall disappointed in the changes since moving my mom there.

Attention. My father has been living at steeplechase for quite awhile. He has been enjoying most that you offer. However, he hasn't been happy for a few months about the meals you provide. He has complained to me that when he is given a hot meal, it comes out cold. Also when served meat most of the time it is tough. Approximately 1 1/2 months ago he had a meal that caused him to become ill. A few of his friends there became ill with stomach issues as well. Please look into what is being served and the quality of meal. Meals need to be satisfying to Steeplechase community. Thank you for addressing this.

My mom has lived there for 3 years & likes it except the food has become literally inedible at the same time they raised the rent! We had to start buying her own food even though we have to pay for her meals because she started losing so much weight. It’s so sad because it ruins what is often the highlight of their day & not worth keeping her there.