The Heritage

    2820 Greenacre Drive, Findlay, OH, 45840
    4.0 · 21 reviews
    • Independent living
    • Assisted living
    • Memory care
    • Skilled nursing
    AnonymousLoved one of resident
    3.0

    Caring staff but safety concerns

    I appreciated the friendly, caring staff, spotless campus, excellent therapy and engaging activities - meals and dining are generally good and the place feels home-like and family-friendly. Rooms are decent and accessible but the facility is small and pricey. My biggest concerns were staffing shortages, billing issues and a few serious safety/ethics incidents (ignored calls, a fall, boundary problems), plus inconsistent meal timing/temperature. I would recommend it cautiously - great care at a cost, but stay involved and watch for staffing or policy red flags.

    Pricing

    Schedule a Tour

    Amenities

    Healthcare services

    • Activities of daily living assistance
    • Assistance with bathing
    • Assistance with dressing
    • Assistance with transfers
    • Coordination with health care providers
    • Hospice waiver
    • Medication management
    • Mental wellness program

    Healthcare staffing

    • 12-16 hour nursing
    • 24-hour call system
    • 24-hour supervision

    Meals and dining

    • Diabetes diet
    • Meal preparation and service
    • Restaurant-style dining
    • Special dietary restrictions

    Room

    • Air-conditioning
    • Cable
    • Fully furnished
    • Housekeeping and linen services
    • Kitchenettes
    • Private bathrooms
    • Telephone
    • Wifi

    Memory care community services

    • Dementia waiver
    • Mild cognitive impairment
    • Specialized memory care programming

    Transportation

    • Community operated transportation
    • Transportation arrangement
    • Transportation arrangement (medical)
    • Transportation arrangement (non-medical)
    • Transportation to doctors appointments

    Common areas

    • Beauty salon
    • Computer center
    • Dining room
    • Fitness room
    • Gaming room
    • Garden
    • Outdoor space
    • Small library
    • Wellness center

    Community services

    • Concierge services
    • Fitness programs
    • Move-in coordination

    Activities

    • Community-sponsored activities
    • Planned day trips
    • Resident-run activities
    • Scheduled daily activities

    4.00 · 21 reviews

    Overall rating

    1. 5
    2. 4
    3. 3
    4. 2
    5. 1
    • Care

      3.9
    • Staff

      3.8
    • Meals

      4.1
    • Amenities

      4.0
    • Value

      2.0

    Pros

    • Friendly, caring staff and aides
    • Nurses and nurse assistants who go above and beyond
    • Strong, highly rated physical/occupational therapy (in-house)
    • Clean, tidy and well-maintained campus
    • Home-like atmosphere and inviting entryway
    • Private and spacious one-bedroom rooms with patios available
    • Handicapped-accessible bathrooms and walk-in showers
    • Varied and frequent activities (memory care sensory activities, crafts, music, bingo, exercise)
    • Regular outings and family-friendly activities
    • Good to excellent food and dining rooms
    • Ability for family to visit and dine with residents
    • Beauty shop and on-site amenities
    • Organized staff/administration (in many reports)
    • Small facility feel enabling close relationships between staff and residents
    • Generally positive first impressions on tours and accommodations

    Cons

    • Intermittent staffing shortages or understaffing
    • Occasional disengaged or inattentive staff
    • Staff boundary violations (personal visitors, lengthy off-duty visits)
    • Management seen as dismissive in at least one ethics complaint
    • Safety concerns reported (ignored calls for help, fall resulting in injury)
    • Meals sometimes served late or lukewarm/cold
    • Persistent or aggressive billing practices and unmet billing promises
    • High cost / more expensive than other local facilities
    • Small rooms, low ceilings, narrow hallways, and poor lighting in some areas
    • Policy restrictions (no electric wheelchairs due to Alzheimer's policy, televisions not provided)
    • Some reports of inconsistent care quality and staff turnover
    • Instances of pain/health concerns overlooked during therapy
    • Removal of common appliances for safety (range removed, missing microwave)
    • Disruptions during meal times (e.g., fire drill during breakfast)
    • Mixed experiences with facility lockdown policies

    Summary review

    Overall sentiment from the reviews for The Heritage is mixed-to-positive with clear strengths in clinical services, cleanliness, social programming, and the interpersonal qualities of many staff members, tempered by recurring concerns about staffing consistency, safety/ethics issues, and cost.

    Care quality and clinical services are frequently praised. Multiple reviewers highlight that nurses, aides, and the therapy department (physical and occupational therapy) provided excellent, often above-and-beyond care. In-house therapy is called "top-rated" or "Class A" by several commenters and credited with helping residents regain mobility. Many families felt staff were attentive, knew residents well, and maintained close communication with families, which contributed to a sense of individualized attention in a relatively small-facility environment.

    Staffing and staff behavior are an area of mixed feedback. Numerous reviewers describe staff as friendly, personable, and caring; office and nursing staff are often described as helpful and informative. At the same time, reviewers note intermittent disengaged staff, staffing shortages that affect care, and staff turnover that worried some residents’ families. More serious are the reports of boundary violations — aides hosting personal visitors (husbands) on days off and lengthy non-work visits in resident rooms — and at least one report that leadership normalized or dismissed these behaviors. These incidents produced ethical and safety concerns among families and are a notable pattern that differs from the otherwise positive descriptions of staff demeanor.

    Safety and incident handling receive mixed mentions. There are positive mentions of safety-minded changes (e.g., removing ranges) and lockdown measures intended to protect residents. However, several reviews raise safety red flags: ignored calls for help leading to falls and serious injury (a broken ankle), reports of pain being overlooked during mandated therapy, and concerns that understaffing contributed to delayed responses. One reviewer noted an ill-timed fire drill during breakfast, suggesting occasional operational disruptions. These incidents contrast with many reports of attentive care and indicate variability in how consistently safety protocols are applied.

    Dining, meals, and amenities are largely seen as strengths but with some inconsistency. Many reviewers compliment the quality, variety, and preparation of meals, noting that dining rooms are pleasant and that families are welcome to join residents for meals. Memory-care dining dynamics (e.g., dining with residents who are memory-impaired) were noted as impacting conversation in some cases. Conversely, multiple reviews mention meals being served late or arriving lukewarm/cold, suggesting occasional service or staffing problems during meal service. The facility offers a good range of activities and amenities — manicures, classic movies, music (including piano concerts and church services), bingo, arts and crafts, beauty shop, courtyard, and outings — which many families say keep residents engaged and active.

    Facilities and physical environment also produce varied impressions. Positive comments emphasize cleanliness, tidy grounds, private rooms with patios, accessible bathrooms and walk-in showers, and a home-like, inviting atmosphere. Several reviewers value the small facility size for promoting close relationships between staff and residents. On the flip side, some describe smaller-than-expected rooms, low ceilings, narrow hallways, and poor lighting that may not meet every family’s expectations. A few practical limitations were noted (no electric wheelchairs allowed under an Alzheimer's policy, televisions not provided, removed ranges, missing microwaves) which may affect resident independence and convenience.

    Management, communication, and billing show contradictions in reviewers’ experiences. While many reviewers found office staff helpful and informative and appreciated responsiveness during tours or room relocations, others reported issues with billing practices — persistent, money-focused billing, promises not kept, and a perception that management prioritized revenue over resident needs. Training gaps were also suggested by reviewers who felt some staff needed better training on boundaries, response to calls for help, and compassionate care during therapy. One reviewer explicitly called out a director for being dismissive when a boundary/ethics issue was raised.

    Cost and value assessments are split. Multiple reviewers describe The Heritage as more expensive than other local options, though several also felt the care and in-house therapy justified the price and considered it good value for the money. Potential residents and families should expect higher cost but weigh that against the generally strong therapy services, the active programming, and the often-praised personal attention from staff.

    In conclusion, The Heritage appears to offer strong clinical therapy services, cleanliness, a warm atmosphere, robust activities, and many caregivers who are caring and attentive. However, recurring themes to watch are inconsistent staffing levels, at least a few serious safety/response incidents, boundary and ethics concerns involving staff visitors, occasional problems with meal service, and billing/management issues. These patterns suggest that while many residents and families have very positive experiences, prospective families should conduct a thorough in-person tour, ask specific questions about staffing ratios, incident reporting and resolution, boundary policies, meal schedules and temperature controls, billing practices and dispute procedures, and confirm room size and amenities to ensure the facility aligns with their priorities and risk tolerances.

    Location

    Map showing location of The Heritage

    About The Heritage

    The Heritage sits just north of downtown along I-75 and offers several types of senior care, so you'll find Independent Living, Assisted Living, Memory Care, Skilled Nursing, and Continuing Care Retirement Community options all in one place, which is handy for seniors whose needs might change over time and who want to stay in a familiar setting. There's a dedicated memory care neighborhood called Legacy Lane, which is specially designed to support residents with Alzheimer's and other types of dementia, and these residents get personalized programs, reminders for meals and activities, tailored amenities, and help with medication. The nursing and caregiving team is on site twenty-four hours a day, ready to help with things like mobility, medication reminders and administration, diabetic and incontinence care, and all those daily living tasks like dressing and grooming. You'll also find rehabilitation services on campus, with an indoor rehab pool, skilled nursing and therapy, and pharmacy care through Synchrony Health Services.

    For dining, residents eat restaurant-style meals three times a day, every day of the week, with different options for special diets like gluten-free, vegetarian, vegan, low sodium, and more, made with fresh ingredients by chefs, and there are private dining rooms, a bistro, and a monthly special dining event. Suites-some for independent folks, others in memory care-are private, come with full bathrooms and walk-in showers, are handicap accessible, offer air conditioning, Wi-Fi, cable TV, and you can choose ground-floor units or even a short-term respite stay if that's all you need. The Heritage handles housekeeping and laundry, and there's an emergency call system always on for peace of mind.

    The building has plenty of places to gather, like living rooms, a library, pools-one outdoor, one indoor-plus a café, fireplace dining area, beautifully landscaped courtyard, a resident garden, and entertainment spots. Social and recreational programs run all month, and there are special life enrichment and senior activity programs to keep folks busy and connected. They even offer Adult Day services and Respite Services, so families get some support as well. The Heritage focuses on convenience and comfort, with community amenities and healthcare services close at hand, making daily life simpler and a bit easier to manage, especially for those who need extra help.

    About Trilogy Senior Living

    The Heritage is managed by Trilogy Senior Living.

    Trilogy Health Services, founded in December 1997 by Randy Bufford and headquartered in Louisville, Kentucky, has grown from its first four communities to operate more than 130 senior living campuses across five Midwestern states: Ohio, Kentucky, Indiana, Michigan, and Wisconsin. Now owned by American Healthcare REIT (NYSE: AHR), Trilogy employs over 14,000 team members who provide world-class clinical support to more than 10,000 seniors. The company offers a full continuum of care including independent living, assisted living, memory care, skilled nursing, and rehabilitative services, with facilities ranging from independent living patio homes to comprehensive healthcare campuses.

    Trilogy's mission centers on exceeding customer expectations through their Service Standards, emphasizing that "the right employees make the difference" and that "a servant's heart is the key to success." The company's philosophy is rooted in the Trilogy Advantage—family values of compassion, honesty, respect, and service to others. They serve with humility, putting seniors at the forefront of everything they do. Their culture is built on the belief that employees who feel cared for will provide the best care to others, leading to innovative benefits including weekly pay, free meals, registered apprenticeship programs, paid parental leave, and support through the Trilogy Health Services Foundation for scholarships and emergency assistance.

    The company's specialized programs demonstrate their commitment to comprehensive, innovative care. Their Best Friends Approach to memory care provides residents with companions who understand their life stories while offering activities that stimulate the mind and encourage socialization. Trilogy offers state-of-the-art dialysis services using Ascent medical recliners with healing and massage options, and partners with Synchrony Health Services to deliver pharmacy and rehabilitative care directly to residents. Their unique lifestyle programs and hospitality-focused services distinguish them in the senior living industry, combining clinical excellence with compassionate, personalized attention.

    Trilogy's dedication to quality has earned significant recognition, including being named a Fortune Best Places to Work in Aging Services, a certified Great Place to Work, and one of Glassdoor's Top 100 Best Companies to Work. In 2023, 56 Trilogy communities received the Bronze Commitment to Quality Award from the American Health Care Association and National Center for Assisted Living (AHCA/NCAL), with 34 communities earning the Achievement In Quality Award. These accolades reflect Trilogy's unwavering commitment to their goal of becoming the best healthcare company in the Midwest, achieved through their team approach philosophy that "Together Everyone Achieves More" and meticulous attention to the details that separate winners from the rest.

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