Overall sentiment across the reviews is mixed but leans positive about direct caregiving and resident experience while raising consistent concerns about management, consistency, and some facility aspects. The strongest praise centers on the staff: many reviewers highlight attentive, compassionate caregivers, dedicated assigned caregivers, and efficient responsive staff who provide tender hospice and daily care. Multiple accounts describe staff going above and beyond, keeping families informed, and creating a safe environment. Activity programming and outdoor grounds are also recurring positives, with summer outdoor activities, landscaping, and a range of activities that residents enjoy. Several reviewers noted that parts of the community feel fresh and clean, with recent updates such as new carpeting and remodeling in progress, and at least one reported a solid nursing-care experience with a rating of 4.
However, there are persistent concerns that offset those positives. Management instability and leadership changes are frequently mentioned; an ex-executive director's departure and other shifts in management appear to have affected communication. Several reviewers described poor communication from management or unpersonable administrators, and there are multiple complaints about pushy sales tactics during move-in. Staff consistency is uneven in the reviews: some families praise stable, low-turnover teams, while others report high staff turnover and variable staff performance. These contradictions suggest the experience may depend on timing, building, or unit assignment.
Dining and facility character receive mixed feedback. While some residents love the food and others compliment the cleanliness and updates, there are several strong criticisms: lukewarm or terrible food for some, dated common areas that give a 'nursing home' vibe, community bathrooms in some areas, and parts of the memory care described as small with limited activities. Room-size and layout are also mixed—some reviewers find single rooms appropriately sized and bright and cheery after updates, while others say rooms are smaller than other facilities visited and note long walks to the dining room that could pose mobility issues for some residents.
Safety and communication of incidents are notable concerns. One reviewer reported a fall that staff did not notify the family about, which raises questions about incident reporting and family communication protocols. Conversely, others explicitly call the community safe and well cared for, again highlighting variability in experiences. Ownership and transition issues are also raised: some reviewers mention concerns after the sale from Oakcrest to American House, suggesting organizational changes affected operations. Cost and fees appear important to prospective residents—one listing showed mid-level care at $3600 per month plus a $500 acceptance fee—leading some to question value versus price, especially when coupled with reports of dated areas or nursing-home-like aspects.
In summary, American House Kentwood appears to excel in direct resident care, compassionate staff interactions, and activity programming, and it has received praise for certain updates and outdoor amenities. At the same time, prospective residents and families should be cautious and investigate management stability, staffing consistency, meal quality, room location relative to dining, memory care size and programming, incident reporting procedures, and all move-in fees. Given the variability in experiences — some overwhelmingly positive and some sharply critical — a detailed, in-person tour, conversations with current residents and family members, and direct questions about recent leadership changes, staff turnover rates, and care coordination (including doctor appointment handling) are strongly recommended before making a decision.
