Overall sentiment in the reviews is deeply mixed and highly polarized. A significant portion of reviewers strongly praise the staff—particularly therapy teams, some nurses, CNAs, admissions personnel, and specific caregivers—citing compassionate treatment, effective occupational and physical therapy, successful rehab outcomes, and a warm, family‑like atmosphere. Many reviewers highlight frequent activities and outings (movie nights, bingo, card nights), attentive maintenance and laundry, and specific staff members who make positive impressions (examples: wound nurse Jorge, daily greeter Mable, a helpful admissions director). Several reviewers credit the facility with successful rehabilitation (hip replacement, neck fracture), good medical management (diabetes under control), and timely discharge back home, and call out the therapy/rehab department as a strong asset. Multiple comments also note that some parts of the center are clean and that residents enjoy entertainment and daily programming.
However, an equally large and vocal set of reviews describe troubling operational and quality issues. Recurring and concrete complaints include pervasive urine and feces odors in rooms, reports of roaches/cockroaches, dirty conditions, and inconsistent housekeeping. Multiple reviewers describe neglectful care such as residents being left wet for extended periods or going days without showers, long waits for basic care tasks, and weight loss or perceived starvation in some patients. These accounts are often paired with reports of high nurse turnover, inconsistent staff performance, and a sense that some staff work only "for a paycheck." Several reports escalate to serious safety concerns: theft of personal items (shoes), catheter failures requiring ER visits, and allegations that families were not informed about incidents.
Communication, transparency, and administrative responsiveness are dominant pain points. Numerous reviewers say management is unhelpful, hangs up on callers, or fails to supply requested billing and care documentation. There are specific allegations that social workers or staff withheld information, and at least one reviewer claims the therapy team was stopped due to insurance reporting, with PT/OT services halted. Billing and insurance issues appear repeatedly: one reviewer cited $13,000–$15,000 bills and a one‑day insurance denial that disrupted care; others describe anxiety about discharge finances and unmet requests for billing records. Visitors and families also report being denied tours or not shown activities and amenities prior to admission, and some describe visitation restrictions imposed by administrators.
Facility operations and environment show sharp variability across reviewers. While some families reported a clean, odor‑free environment with good food and attentive housekeeping, others reported strong odors, pest infestations, dirty rooms, unchanged AC filters, and long shower queues (one report mentioned 24 people ahead). Food received mixed reviews: some described meals as adequate or improving (kitchen director making an effort), while others said offerings were over‑seasoned, high in fat, or inappropriate for medically restricted diets. Shared rooms and bathrooms raise infection‑risk concerns for some reviewers, including COVID‑19 related worries.
Therapy and clinical care draw consistent praise from many reviewers but are also the subject of complaints tied to insurance or documentation problems. Several families gave five‑star ratings to therapists and credited the rehab team with rapid, safe returns home; wound care was singled out positively in at least one detailed account. Conversely, others felt physical therapy was inadequate or too shallow to meet recovery goals. This pattern—strong clinical pockets coexisting with administrative or operational failures—suggests variability in the resident experience that may depend on unit, shift, insurance status, or individual staff members.
Taken together, the reviews depict a facility with notable strengths (a committed therapy/rehab staff, compassionate caregivers in many cases, robust activity programming, and some consistently positive personnel) alongside serious and recurring weaknesses in cleanliness, staffing consistency, safety incidents, communication, and billing transparency. The most severe reports—neglect, pests, billing crises, ER visits, and an alleged post‑discharge death—are outliers but significant and merit careful attention. Prospective residents and families should weigh both sides: verify current cleanliness and pest control measures, ask for written documentation of staffing ratios and therapy plans, request copies of billing policies and recent therapy/medical records, tour the specific unit and activities, and probe how the facility handles complaints, incident reporting, and transitions of care. For administrators, the pattern suggests priorities: strengthen infection control and housekeeping, stabilize nursing staff, improve transparency in billing and documentation, and enhance family communication and complaint resolution to reduce the marked variability in resident experiences.
