Heritage Senior Living, LLC.

In my heart, I can't recommend this facility. We did not have a good experience. They placed my loved one in memory care initially and after a week and a half moved her to personal care. I ended up having to hire outside help to be with her 24/7. She was sent to the hospital and no one called us. When I found out, I asked the facility why I didn't get notified. Their answer was "We will make sure the staff knows to contact loved ones in these situations." I was so upset, why is this not a policy?! I could mention so many things that we experienced personally and that I saw while visiting. None of them good or acceptable. I never saw anyone doing any kind of activity or interacting with the residents here. Not one time. My loved one had a lot of bowel problems while here for some reason. I noticed her toilet had splatters on the inside and outside, it wasn't properly cleaned. When we moved her out, it was the first week of a new month and we'd already paid for the full month. They knew the name of the facility that we were moving her to. They mentioned the 30 day notice policy and that we may also get charged for the next month, but said they would discuss it especially since we were moving out so early in the current month. I was charged for that next month. When I followed up with them about it, their response was "no, we will not issue a refund. She's going to get the same care at (name removed) that she would of here." Unbelievable. And untrue. She's in a much better facility now and is so well taken care of. Again, I cannot recommend this facility based on our experience AND what I witnessed while visiting there.

This community is hurting for residents, we toured this community last week. They were offering free rent, free moving expenses. The reason is not all of their staff has been vaccinated, how do you run a senior living community with the possibility exposing the elderly to covid again. The person giving us the tour let it slip that they lost a lot to pneumonia (which in February 2020) and have continued during last year. They used to have a professional nurse around the clock (24/7), but the company has changed direction. They don’t have a nursing home, but we were told that they did away with something called enhanced care, but it was still in our brochure information. The activities were minimal, they seem to stop before 4pm when we came out for our tour. It looks like there is only 1 or 2 actual activities on each day during the weekend. But a ton of Bingo and exercise every morning. Very expensive and so are they levels of care. We saw Elmcoft of Reading and Amity Place.

My parents live in this facility and since COVID their care has gone downhill. They are working hard to keep the reidents safe to an extent that is militant. They are not at all concerned about resident's mental health and they are not flexible or innovative in trying to connect resident's and families or resident's to anyone that might offer mental stimulation. They are clearly only concerned about their bottom line and they won't do things like add staff to increase resident contact to other people. I have asked my parents to consider moving.

My mother says she is treaded kindly by everyone there. My low rating is for the person that toured us told us lies and mislead our family. We trusted this individual and wrote a check only to find out later that the place was not what she had sold us. It is also our fault for rushing through the paperwork.

Our mother has been a resident of The Crossings at Bon Air in Richmond, VA for 8 years. During this period, she has reported to management there continuing problems with poor quality meals and poor service in their dining room. This is unfortunate, as our mother and other residents look forward to socializing over a decent evening meal. Until management recognizes and fixes this problem, we cannot recommend The Crossings.

Heritage Green would not be a place where I would want my mother placed for a respite stay. The rooms are semi private, crowded, with twin beds and if you are lucky enough to get one without another resident it isn’t guaranteed that it will continue for the duration of your stay. The option to pay additional for a private room was not offered. Also, their respite care is on an “as available” basis and while they will keep the lines of communication open, I was told to have a back up plan in place in case this falls through at the last minute.

I had a tour appointment with Holly who was not available. Sandra gave me a brief tour. Due to a renovation of part of the building, her office was moved to the recreation room. The facility had a hospital smell and no unoccupied models were available to show. Overpriced.

place smelled like medicine, was going to separate the parents - would not recommend.

No one was happy at all. Their lack of care is disgusting. My mother lost 15 pounds in two weeks being there she wasn't getting fed half the time. It was noticed that this happened to other residence as well. I can't really give them any number. I'm so disgusted with the place. They'd hand her medication and leave the room that is a no-no. In other words, they will log the patient received her medication, but did they? It was noticed on the floor, a couple times and in a cup another time. She was left highly uncared for. Most of her clothes were lost in the laundry, along with brand new sheets and a bed cover. I could go on and on about the lack of concerned when these things were brought to their attention. I don't think they should ever be recommended to anyone to care for their loved ones.

They need to know what their loved one has been diagnosed with and know what memory care is. It is not psychological therapy but, instead, is more baby sitting the patients. Also know how much staff are available at night . Also, there are no call bells in the memory care units putting patients with dementia at great risk for serious injury.

The staff ignored a blatant UTI (giving her only peridium ) and not conducting a urinalysis. She developed a fever of 106.4 and became septic. This required a lengthy hospitalization and rehab stay. I - and my whole family - hold Chancellors Village responsible.

I would not recommend the Birches to anyone. They could improve on everything! The Birches care for my wife was garbage !!! I called the state to investigate their facility.

This place deserves a zero rating. It's probably fine for residents who can "fend for themselves." But for people with dementia who can't speak or stand up for themselves, it is substandard care. Keystone Villa has no business accepting those kinds of residents.

My Mother went there on [date removed] every time we ever visited which was often she was in her room alone. They never did anything for her when I visited I washed her hair and her clothes. On [date removed] she fell and broke her hip at six o’clock in the evening no one came and got her for dinner so she was alone. She passed away[date removed]. No one even called to ask about her. She had dementia but she was happy and conversing when she went in and every week she declined. I have been a nurse for 30 years I know what it means to care for people my Mother received no care and my family received no compassion at all. Please stop recommending this place to families.

Do not put you family members here. [name removed] and his staff tried but no support from management. The room was supposed to be furnished but 1 chair and a non working dirty TV were all that was in the living room. It was one of the most depressing places I've ever seen.

My loved one's were residents at Senior Commons at Powder Mill for a little over 2 months. During that period I made numerous complaints about them not giving linens and showers. They said they gave showers that day, but when I went to their room they were in the same clothes that they had on 3+ days before that! My loved one was left in pajamas for seven straight days. Even after complaining to the head of the facility, nothing changed. He wanted to know what I would do! That's why I removed my loved one's from Senior Commons at Powder Mill and will not recommend them to anyone.

My loved one lived in the personal care section of Keystone Douglasville for just over a year. In that time they struggled to meet the expectations that they themselves set. A lack of caring and competence from there corporate parent company resulted in many failures at the facility. Including but not limited to going through 3 different executive directors in just one year. My loved one described the food quality as jr high level.

The villa has absolutely plummeted. It is unsafe, understaffed, it is dreary. They have lost all touch with their mission statement and the reason they are around. From the CEO [name removed] , VP [name removed] , Regional Director [name removed] - they don’t care about the residents or staff. They leave them short staffed, claim they are “working hard to make things better “. All they do at this point is collect paychecks. I gave my review a month or so ago. Things are actually worse. I am moving my mother to [community name removed] . It is worlds better. Farewell Keystone Villa, you will be just an empty building soon considering the care you provide.

We are unable to talk to anyone. Sometimes my loved ones hair is terrible, and has on other residents clothes. They are getting too much money, and there is no toiletries in my loved ones room. We thought it was a safe community for our loved one. Overall, it has not been a great experience.

My mother in law lived there, and reported to the front desk that water was coming through her ceiling. After 11 days of no one checking, a maintenance man came to deliver her food, and she asked him if he was there to check the leak. He said no, but did look at it and "repaired" it. After subsequent rainfalls the ceiling leaked again, and this time she was told she would have to wait for the roofers to come. It finally may be fixed after 3 months. There are two other locations in her apartment where water is coming through the walls. The food is not good at all. This used to be a nice facility, but has been sold twice, and now only cares about profit, not the residents. I seriously would not recommend and elderly person living here, there are better options, like I found for my mother in law, at similar prices. The management is also very bossy and tries to intimidate the residents, like my mother in law. Please think carefully before allowing a loved one to stay here.