Heritage Senior Living, LLC.

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.

I have recently tour Heritage Hill's community and at first, I was impressed, but that quickly changed. While touring the facility we overheard staff members talking badly about a certain resident sitting in the hallway. That instantly turned us away. I hope for the sake of those residents something is done with that staff member.

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.

This place is horrible and you should avoid at all costs. Some of the support staff are nice but the people in charge are rude and unresponsive. My resident was not well taken care of and the were numerous trips to the hospital. The place was filthy and there were mouse droppings in the dresser and around the room. I could go on, but you get the idea.

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.

Very disappointing for our parent. Poor response times for toileting and other services. They were happy to accept exhorbitant monthly fees so long as our parent was relatively easy for them to care for. Once a bit more involved, they immediately demanded their departure and attempted to transfer ghdm without notification to our parent or our family as to the date and time so that we could be involved in such a traumatic and involved event for our parent. Even worse, they did not transfer all of the belongings and had the nerve to discard some of it. Needless to say, they did not respond to email inquiries once our parent had left. Our parent was simply a commodity to them in our eyes. The facility manager communicates at her convenience and desire, not the family's. It's really a shame.

Not at all happy with medical care NOT an assisted living facility; do not check residents for toiletting, do not have a handle on those that require oxygen residents tanks constantly empy unable to resident out for the day because of NO oxygen. If I had to do over I'd think twice and go elsewhere!

The state needs to check this facility Especially at night that patients are cared for and supervised by staff . Very poor care to a dying resident . No one checked on bedbound resident for over 6 hours during the day . Medications ordered as needed but no checks by Med techs .A Bedsore from incontinence . If dying patients are Inappropriate for this facility , they need moved .

Please dont put your loved one there. Rooms are filthy never cleaned. Facility mainly run by aides that sit on their phones . Residents get very little help . I spoke with several residents that are very unhappy and wish they never came there. Heat and air in room does not function properly. Executive director unfriendly to visitors . The only bright spot is susan in activities and a friendly hairdresser. They play cards and bingo . Have musician visit . If resident calls for help it takes 20 to 30 min and then are ask “what do you want”. A sad place for elderly .