Overall sentiment across the reviews is mixed but leans positive for assisted living services and community life, while raising significant concerns about the memory care unit and certain safety and management issues. Many reviewers praise the staff for being compassionate, accessible, and responsive; repeated mentions of individual employees and an approachable executive director reflect a generally strong customer-service orientation. The community is consistently described as warm and family-like, with a busy activities program that helps residents socialize, form new friendships, and remain engaged. Move-ins and transitions are often characterized as smooth, and families frequently note that residents are happier and more social after moving in.
Activities and social life are standout strengths. Reviews enumerate a wide variety of programs — bingo, singalongs, art, card games, outings, patio gatherings, live music, weekly concerts, themed entertainment, and specially noted volunteers and activity staff — that appeal to residents and families. The availability of supervised outings and an organized memory-support program (Compass) are positive features, particularly for those in assisted living and for some memory care residents when those programs were reported running well. Multiple reviewers highlighted the role activities played in improving residents’ moods and providing meaningful daily engagement.
Dining and food service receive generally high marks from many reviewers: descriptions such as "first-class dining," "delicious," "fresh," and "Mediterranean diet options" appear frequently, along with praise for presentation, flavor, and attentive dining staff. Several reports mention memorable events and excellent catering for family gatherings. However, there are a minority of strong negative comments about food — some reviewers explicitly called the food "very bad," so dining experiences may vary by unit, meal, or time period.
The facility and amenities are often praised: reviewers mention a beautiful lobby, clean common areas, a card room, courtyard and patio spaces, on-site salon services, access to a podiatrist, and renovated private apartments in some parts of the community. Assisted living apartments are described as spacious and well-equipped by many families. Proximity to shopping and medical centers is noted as a convenience.
Major concerns focus on memory care. Several reviews describe the memory care unit as older, worn, crowded, and lacking private bedrooms and private bathrooms, with small rooms and shared common spaces that compromise privacy. Serious safety issues are reported by multiple reviewers: inadequate supervision, a door left unlocked that allegedly led to a fall and hip fracture, multiple falls, and a perceived decline in cognitive safety due to insufficient oversight. These are among the most serious and recurrent negative themes and contrast sharply with otherwise positive reports about assisted living. Some families reported broken promises regarding services for memory care residents and ultimately moving loved ones to nursing homes.
Cleanliness and consistency of care also show divergence: while many comments applaud a consistently clean, well-run facility with long-tenured staff and reliable housekeeping, others report unclean rooms, dirty laundry, and sloppy personal care. A few reviews allege uncaring or incompetent staff behavior and even financial issues such as wallet fraud and retained charges after a resident's death, which raise concerns about management follow-through and billing practices. There are also mentions of residents being left in uncomfortable straight-back chairs for long periods and noise/privacy issues from neighboring TVs.
In summary, Heights Crossing receives strong, consistent praise for its caring staff (particularly in assisted living), robust activities, attractive common spaces, and high-quality dining for many residents. These strengths create a warm, social, and family-like community for numerous families. However, the memory care unit and some operational areas show clear and serious problems in several reviews: safety lapses, inadequate supervision, aged/more crowded memory care accommodations with limited privacy, and inconsistent cleanliness and management follow-through. Prospective families should weigh the facility’s clear strengths in assisted living and programming against the documented concerns in memory care; when memory support is needed, it would be advisable to ask for detailed, current information about staffing levels, safety protocols, room layouts (private vs shared), housekeeping standards, and specific incident follow-ups before deciding.
