Heritage Senior Living, LLC.

Upon introduction everyone was very nice, and it looked and smelled clean. I did explain my mother's behavior and what to look out for. after two weeks,when I picked her up, her room reeked of urine, there was stool in her windowsill. Staff lost her DNR paperwork. Many items were lost that had her name on it. I was told they would call when it was found and it's been three months. I requested that they call me if for any questions or concerns, they never did. Staff overall were fine but all you have to do is have that one bad apple and it messes it all up. I have worked in geriatrics/dementia for a long time and very aware of the behaviors that can occur.

We picked The Crossings at Bon Air because they presented that they could meet our person's needs. And their cost was good compared to another place we were looking at. I took the time to read reviews and look up Department of Social Services reports. Based on all of that information gathering, we did select them. But it turned out that what they represented they would do did not happen. We ended up having to pull our person out of there after a week and a half, and it was a very chaotic experience. During that short time, he was sent to the hospital three times, which was not the norm for him. They refused to refund us the move-in fee, which I understand is generally not refundable. But I can't believe they wouldn't make an allowance when they were not providing adequate services. We ended up having to have him hospitalized so he had a safe place to be to become stabilized so we could move him again. The stress of having to research and find another facility when we had just gone through that was extreme. They handled things very poorly. We got him moved to another facility, and he is doing so much better there. I later learned that The Crossings had undergone a change in ownership just prior to our experience, and I hope that they're able to pull things together for their residents in the future.

I wouldn't recommend the community to others for their loved ones. The community could improve activities, food, and staffing. The staff communication was proactively done by the family and it would have been nice to have the staff do this more.

my grandmother lives at this community and the staff neglect to give her medication for one week and also did not get her on a routine shower schedule for 6 weeks. however we were so impressed by [name removed] that we were surprised by the above experience. The face that there is no LPN or RN in the building makes our concerns heightened.

My mom and I toured this community. Biggest reason we did not choose it is because of the bathrooms are too small! You cannot get walker through the doorway. There are no trips on their activity schedule.

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.

We were not happy with our experience at The Birches at Harleysville. There were a lot of staffing problems and we got no communication from them when things happened.

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.

We didn't have a good experience. My mother was in their memory care wing and she had health issues. One of those was she fell while in this community and they didn't find her for potentially three hours. This lead to her been unresponsive for 10 days in the hospital. She also had other health issues and eventually lead to a pace maker. We went in regularly and she was always sleeping. She was quiet and overlooked by the care staff. The care staff was understaffed, as they had 3 to every 20 patients. My brother wanted followups from my mother's fall and we never received any follow ups. We were unable to see the Nurse who was in charge, as we only saw the floor staff. The administration did their work. It was pay by month.

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 was not impressed with this community when we visited. There was an odor when you first walked into the community. The community felt cold and institutional. We knew this was not the right place for our loved one.

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.