Overall sentiment in the reviews is mixed but leans positive in volume: many reviewers describe Our Promise Care Homes at Wake Drive as a clean, warm, home-like assisted living option with caring, hands-on staff and good communication with families. Positive themes that appear repeatedly include 24-hour attention, patient and loving caregivers, regular housekeeping (beds made, laundry done), nutritious meals, modern and calming decor, and an environment that welcomes family involvement. Several reviewers explicitly recommend the home and name managers (Colleen Jones was singled out for helpfulness), noting managers and caregivers were readily available to answer questions.
Care quality is a major theme with strong divergence in perception. A majority of summaries emphasize attentive, respectful caregivers who demonstrate patience, love, and individualized attention. Families report being kept in the loop about health issues, good responsiveness to questions, and staff who prepare residents for activities. These reports point to consistent, person-centered hands-on care and a staff culture that can be family-oriented and engaged. Conversely, a subset of reviews raises serious concerns about neglect and poor personal care — alleging that residents were not properly cared for, staff were inattentive or on their phones, and that signs of abuse (bruises and cuts) were observed. The presence of these starkly negative accounts alongside strongly positive ones suggests inconsistent experiences or variability in care quality between different shifts, units, or time periods.
Staff and management are similarly described in contrasting terms. Positively, reviewers call the caregivers wonderful and genuinely caring, and describe managers as available and communicative. The naming of Colleen Jones as helpful indicates that certain staff members and leadership are perceived as strengths. However, several summaries identify troubling behavior attributed to ownership or management: allegations of rudeness and racism by the owner, and a claim that hospital treatment may have been delayed by the owner. Additionally, reports of staff distracted by phone use point to potential lapses in staff supervision and accountability. These conflicting reports point to possible cultural or supervisory inconsistencies—strong frontline caregivers and approachable managers on one hand, and troubling behavior or interference from other staff or ownership on the other.
Facilities and environment receive mostly positive mentions: many reviewers praise the house as very clean, beautifully decorated with modern calming decor, cozy and home-like, and a unique location suited to assisted living. Families describe the home as welcoming to visitors and suitable for social activities. Nonetheless, there are concrete environmental concerns reported in some reviews: cigarette smoke odor and cigarette butt litter on the back porch were specifically mentioned, creating a hygiene and comfort issue and potentially a safety concern. These observations are at odds with other reviews that describe the home as clean and fresh, again suggesting variability in maintenance or enforcement of policies (for example, a smoking policy) across areas or times.
Dining and daily living likewise show mixed reports. Several reviewers note nutritious meals and an overall high quality of living; however, at least one summary claims meals were served on paper plates, which may imply occasional shortcuts or lower perceived quality at certain times. Activity and social programming appear positive overall, with residents reportedly ready for activities and engaged, contributing to the home-like and social atmosphere many families appreciate.
Notable patterns and concluding assessment: the predominant pattern is positive — many reviewers strongly recommend the home, praising caregivers, cleanliness, decor, and family communication. Yet the negative reports are serious and specific (neglect, visible injuries, alleged owner misconduct, cigarette litter, and potential delayed hospital care). Because those negative allegations raise safety and rights concerns, they deserve careful scrutiny rather than being dismissed as minor complaints. The coexistence of overwhelmingly positive operational comments with isolated but severe negative allegations suggests either inconsistent staffing/management practices over time or uneven experiences between residents.
For prospective residents and families, the reviews indicate several clear strengths to verify on a tour (cleanliness, decor, staff friendliness, meal quality, communication practices, and named helpful staff). At the same time, it would be prudent to ask facility leadership directly about incident reporting, supervision policies, smoking policies and designated smoking areas, how they investigate allegations of abuse or neglect, and how they ensure consistent care across all shifts. The serious nature of some complaints—especially allegations of bruises/cuts and delayed hospital transfer—warrants direct questions and, if possible, checking regulatory inspection reports or licensing complaints to get a fuller, objective picture of safety and compliance.
