Overall sentiment across reviews is broadly positive with strong, repeated praise focused on staff compassion, facility cleanliness, attractive grounds, and an active life-enrichment program. Many reviewers describe Sunrise of New City as a clean, bright, home-like community where staff know residents by name and go above and beyond (maintenance fixes, individualized attention, hospice coordination). Life-enrichment offerings are robust and varied — music, clubs, trips, baking, book club, exercise classes, religious services and regular social events — and many families note high resident participation and satisfaction. The dining experience is frequently described as restaurant-style with attentive servers, table linens, and meal choices; multiple reviewers said the food looked and tasted better than typical nursing home fare. Management communication receives favorable mentions as well: directors providing cell numbers, weekly COVID updates, and transparent handling of outbreaks were appreciated by families during the pandemic.
Care quality is a central theme and is generally characterized as strong by many families, especially with respect to compassionate nursing, hospice coordination, and staff attentiveness. Numerous accounts highlight dedicated caregivers, individualized plans, 24/7 availability, and successful transitions for residents. The facility’s small size (often under 40 residents in memory care) and tranquil grounds contribute to a “country club” or hotel-like feeling that many reviewers value. Families repeatedly cite peace of mind, frequent updates, and an environment that felt like a true home away from home for their loved ones.
However, there are several notable and recurring concerns that prospective families should weigh carefully. Cost is a prominent issue: reviewers frequently mention high monthly fees (one figure cited around $11,000/month), a la carte extras, and confusion over billing and pharmacy/insurance arrangements. Staffing levels and turnover are also common pain points — several reviews describe being short-staffed during meals or times when more assistance is needed, inconsistent execution of care plans, and delays in nurse aides returning. These operational gaps can affect mealtimes, medication administration speed, and personal care assistance.
More serious are isolated but consequential negative reports regarding memory care, medication management, and incidents of alleged mistreatment. Some reviewers reported medication errors, wrong dosing, or slow authorization of new medications; others described dementia care as inadequate or “not dementia-appropriate,” with complaints about a one-size-fits-all approach on certain floors. A small number of reviews allege abuse, illegal sedation policies, dignity being stripped, or unsanitary conditions (e.g., a bathroom with feces), and mention repeated hospital returns. While these appear to be minority reports relative to the volume of positive feedback, they are significant in nature and warrant direct follow-up during tours, reference checks, and contract review.
There are mixed impressions around administration and marketing practices. Several families praised the executive team for transparency and responsiveness (weekly COVID emails, cell phone access), while others felt misled about apartment types, availability, or the level of individualized activity and care promised. Communication quality seems uneven — many reviewers lauded prompt, friendly phone contact, whereas others experienced dismissive attitudes, difficulty pinning down staff during unusual situations, or confusing billing statements. Memory care in particular drew mixed commentary: some families found the environment comforting and well-run, while others felt their loved ones were rejected for being too active or that the memory-care unit was isolating.
Dining and amenities receive generally positive notes but with caveats. Many reviewers enjoyed the food, desserts, and the dining room atmosphere; some families said meals were tailored to preferences and seen as a highlight. Still, others described the menu as limited, bland, or inconsistently served (cold food reported). Physical plant and rooms were often described as beautiful and immaculately maintained, though a subset of reviews mentioned smaller units or older interiors in need of refurbishment and occasional parking congestion.
In summary, Sunrise of New City is repeatedly praised for its compassionate staff, clean and attractive facility, active programming, and supportive end-of-life care. These strengths create strong satisfaction and peace of mind for many families. Prospective residents and their families should, however, proactively investigate a few risk areas: confirm staffing levels for the specific unit and times of day that matter, review medication-handling and pharmacy arrangements, clarify all fees and billing practices, and assess dementia-care suitability if that is a need. Also ask directly about any past incidents, infection-control measures, and how the community manages continuity of care during staff turnover. Doing so will help weigh the generally high-quality environment and staff culture against the occasional serious complaints and operational inconsistencies reported by some families.
