Overall sentiment about Pomeroy Living Rochester Assisted Living and Memory Care is mixed and polarized. A large portion of reviewers praise the physical plant, frontline caregivers, and the social environment: the building is frequently described as brand-new, spotless, nicely decorated, and up-to-date. Multiple comments highlight the one-floor, small-community layout, large studio apartments with ample closet and living space, and pleasant outdoor courtyard. Activities and programming are repeatedly cited as a strength — games, live music, arts & crafts, cognitive and physical exercise classes (including seated/wheelchair-friendly options) create engagement and socialization for many residents. Housekeeping, common areas, and certain amenities (theater, salon, chapel) are noted as well-maintained, and several individual staff members are specifically named and highly praised for compassion, attentiveness, and personal connection. For some families, the community was an excellent fit for rehabilitation and short-term recovery, and several reviews describe staff who went above and beyond during difficult times, including pandemic-era accommodations like FaceTime and window visits.
Counterbalancing the positive reports are consistent and substantive complaints about staffing, management, and routine care quality that cannot be ignored. Many reviewers describe high caregiver turnover, low pay for staff, and understaffing—conditions that appear to drive inconsistent care. Specific examples include caregivers reportedly avoiding activities of daily living such as assisting with showers, making beds, and cleaning rooms. Several families reported minimal or no meal assistance for residents who needed help, removal of necessary in-room supplies (bed pads, bathroom paper towels), unreliable laundry service, and long nurse call wait times; in extreme cases reviewers reported resident falls and hospitalizations attributed to staff shortages. These kinds of concrete safety and quality-of-care concerns recur across multiple reviews and are compounded by reports of a lack of nursing presence at times. Some families stated they had to closely oversee care or intervene for hospice needs.
Management and organizational themes are mixed and appear to contribute to the variability in experiences. Some reviewers praise corporate-level vision and leadership, and note impressive responsiveness to concerns in certain instances. Others call out the local community management as profit-driven or disrespectful, with HR labeled 'clueless' and examples of attendance issues, resignations, and a perceived lack of accountability. Several reviewers also described a disconnect between promising upper management initiatives and an on-the-ground executive director who is not motivated to implement best practices. Financial concerns are also raised: the community is described as expensive (reports of monthly fees over $6,000), there is at least one mention of a 3% credit card processing fee, and some reviewers object to a single pricing structure regardless of level of assistance needed.
Operational and policy-oriented pain points appear in multiple reviews. COVID-era restrictions (limited communal dining, reservation-required visits, two-hour visit limits) were noted and in some cases experienced as draconian. Activities have been praised but also reported as shut down or reduced at times. Dining receives mixed marks: many residents and families say the food is good and dining reopened successfully, yet others note minimal assistance with meals or that food is not 'home cooking.' Administrative inconsistencies (small dining room capacity, receptionist or front-desk turnover, and mixed responsiveness to complaints) create an uneven experience dependent on timing and staffing.
Recommendations and overall takeaway: Pomeroy Living Rochester offers an attractive, modern facility with many meaningful social and recreational opportunities and a number of compassionate, committed staff members who create a warm environment for many residents. However, persistent reports of understaffing, high turnover, low pay, inconsistent nursing coverage, and management problems create real risks around basic care tasks and resident safety for those with higher assistance needs. Prospective residents and families should weigh the strong facility and activity profile against the staffing and operational concerns. Before committing, ask pointed questions and verify: current staffing ratios, nurse availability and typical nurse call response times, turnover rates, laundry and housekeeping standards, specific assistance included in pricing, handling of ADLs and hospice care, visitation policies, and the most recent incident or fall reports. For low-dependency residents or short-term rehab stays, the community may be an excellent fit; for residents who require reliable, consistent hands-on nursing and assistance with daily living, the reviews suggest caution and a thorough, documented review of staffing and care practices.
