Heritage Senior Living, LLC.

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.

I moved my mother out of the Birches after 3 months. The overall experience was poor. The did not provide any updates on her condition. They tried to move her to memory care when it was not needed. Total money grab. The Executive Director provides no assistance. After we moved my mother to another facility., I asked her how they treated her and she said good evening when you are not here. This told me she was not treat very well at the Birches. They are not proactive. Never provided any information on my mother's condition. I needed to initiate any care requests. Never got my mother to go to the dining hall. Always delivered her food at a cost of [fee removed] per meal. Total [fee removed] per day. I would not recommend the Birches at Harleysville. Not patient friendly.

My love one with Alzheimer’s was isolated for 5 days with mild Covid. Family was denied visitation, no updates as promised by the Nurse. Day 6 got call from ER, not the Birches, that she was admitted unresponsive, severely dehydrated, lost 12 pounds. She was only in the Birches for 16 days. As a result, she is now in skilled nursing, puréed food, difficulty swallowing and unable to walk. Would definitely not recommend for your loved ones.

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.

When touring this community a year ago it had a lot to offer. I had a recent tour of the community and found the changes discussed to be made in memory care still have not happened. Smells of urine, flooring needs replacement, residents sitting around with no activities.

My loved one lives in this community. My family's early experience was one of joy and anticipation of my loved one moving in. The transition has been difficult....there needs to be some extra care when someone enters assisted living and or memory care. A care to know that they are being cared for instead my call to the community was delayed for more than a day. My loved one is not adjusting. I am disappointed. There was no seat in the dining room ready for my loved one to have any meals. I was told that they would be paired up with those that they would best get along with. Disappointed with the staff, food, care, and medication management. I picked up 4 pills of medications on the floor while walking through the building.

The executive director is unseen whenever we come to visit dad. The executive director states that he has an ‘open door policy’ then why is he not available to speak to families when they are visiting. This has been going on for months and into the last year. I have wanted to discuss the diet/nutrition of our loved ones but they are too busy and it is appalling that they are consistently served either frozen hamburgers or hotdogs as their choice for an entry. The alternatives choices are peanut butter and jelly or grilled cheese. Can you believe this!!! Also I also need to mention that half of my dads clothes never have come back to him in the weekly laundry!! I know their are others that want to speak up, I encourage you to do so!!

The place smells of urine, and residents smell and appear to be dirty. I moved my mom out because she told me that she would ring her call bell and either no one would show up, or it would take sometimes up to an hour for a caretaker to show up. There are barely any activities, most residents are just sitting around or sleeping, and the staff are out in the open on their phones. One can really see what happens after 5pm. I tried to tell the ED about the issues and you can tell that he does not care and nothing gets done. EDs response is you can give a 30 days notice to leave at any time.

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.

I did not care for Traditions of Lansdale, we did not have a good experience and I took my loved one out. They did not have enough staff coverage for the amount of residents that they have. My loved one was sent to the hospital and no body called to tell me, I heard about it when the hospital contacted me. The administrator was very embarrassed and apologetic saying that should have never happened.

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.

Chancellor's Village was extremely expensive, especially compared to what we could get for less money elsewhere. The apartments were just very outdated. I was not impressed with them at all.

We were unimpressed by this community. As soon as we walked in the door, you could hear a male voice yelling at a another person behind closed doors. The male was belittling the person… come to find out, it was some regional manager, cause he introduced himself to us, as we toured. [name removed] was not a nice person. If I was the staff person, I would have filed a complaint with the company. I wonder how he behaves around the elderly. Not a good look and would not recommend this community cause of him. The community does look dated and several signs of roof leaking, but all of the stained ceiling tiles.

Horrible experience understaffed. End of life care was a joke. Insisted they could care for my Mom even though she should have been in a skilled nursing setting. I feel they just tried to appease my brother by saying they could just so they could there money. My advise run away from here fast!

My Mom lives at Keystone Villa At Douglassvile. Needless to say, I wish she didn’t , we are in the process of finding a new place for her. The lack of professional staff (LPN’s) and regular staff are ridiculous low. The other night they had one, ONE staff member. Mom waited 35 minutes for the call bell to be answered (girl came in said be right back and then turned off call bell) and took another 49 minutes before she came back. I know cause I was on the phone with her (I live in a different state). Unfortunately it was too late and she soil herself. When I called the Executive Director, his response was “stuff happens” and apologize. He was very condescending. What am I paying $7k a month for, guess the Executive Director will have to explain to the State why “stuff happens” to them. This place needs an upper management overhaul.

I wanted to like this place, when searching for my loved one. Real honest review here, not sure how they won "Best of Senior Living for 2021 (To whose standard?) The lack of communication, in addition to miscommunication, is ridiculous. A colleague of mine had admitted her father here. Her father, only to be rejected to return to their establishment when he had "eloped." (despite being a personal care resident). Their Executive Director, [name removed] seems to be new to his role, is incredibly unprofessional, lacks couth and is not personable. During his stay there, they had gone through what seems to be three Directors, all in their Dining Department! If that doesn't speak volumes... I would not recommend this place to any of my friends or loved ones. Pay a little extra, for peace of mind, a better environment, experience and resident engagement. Despite being in the human connection industry of Health Care, there is a huge DISconnection, everywhere. Will take my business elsewhere.

There attention to detail on how they managed their patients was not really good. They let our loved one get out of the building somehow, and he would fall out of his bed several times and broke his wrists.