Overall sentiment is mixed: reviewers consistently praise the people and physical environment but raise several serious operational and safety concerns that affect resident wellbeing and family trust.
Positive themes center on staff and facilities. Multiple reviewers describe staff as friendly, loving, passionate and dedicated; these comments suggest that many direct-care employees are committed and provide heartfelt interactions with residents. The physical campus is repeatedly described as amazingly clean and well kept, and the location is noted as convenient. Dining receives favorable mention — food quality is described as great and prices as good — which supports an overall perception of solid day-to-day living conditions.
Despite strong praise for frontline staff and facility upkeep, there are recurring criticisms related to organizational management and communication. The most prominent operational complaint is a phone service disruption tied to the removal of landlines. Reviewers report an outage, lack of a backup plan, and poor communication from the organization about the change. This disruption is described as interfering with family contact and causing distress. Compounding the problem, reviewers note additional charges imposed to re-establish a landline and say responsibility is being passed back and forth between Xfinity and Presbyterian Homes & Services, indicating frustration with vendor management and clarity of accountability.
Safety and culture concerns are significant and specific. Several reviewers flagged reckless driving behavior by staff, including near-miss incidents, which they identify as a direct safety risk to residents and others. Separate comments describe a toxic campus atmosphere and staff skepticism that allegedly erode care quality for some residents. These reports—combined with descriptions of a "nightmare experience" by some reviewers—suggest that while many staff are praised, there are systemic or localized cultural issues that negatively affect perception of care and safety.
Taken together, the pattern is one of strong points in staffing compassion, cleanliness, location, and dining, juxtaposed with troubling operational failures and safety issues. The telephony outage and ensuing billing/communications problems point to gaps in vendor coordination and crisis planning, while reports of unsafe driving and toxic culture point to oversight and training or management challenges. These negative themes are serious because they touch on resident safety, family communication, and trust in the organization, even though many residents and families clearly appreciate the care and environment on other dimensions.
In summary, Presbyterian Homes & Services appears to deliver high marks for caregiving individuals, cleanliness, and dining, making it attractive in core daily-living aspects. However, reviewers highlight pressing management and safety shortcomings—particularly around communication systems, billing transparency, vendor accountability, campus culture, and staff driving safety—that materially affect resident experience and family confidence. Addressing those operational and safety concerns would be critical to resolving the most damaging criticisms while preserving the clear strengths noted by many reviewers.
