Overall sentiment across the reviews is mixed but leans positive when it comes to the physical environment, therapy outcomes, and many frontline caregivers. Multiple reviewers describe Arbors at Pomeroy as a beautiful, picturesque facility in a country setting with a homey, family-focused atmosphere. The building and grounds, including a courtyard, bird sanctuary, and fish aquarium/tank, are highlighted repeatedly and contribute to a calm, pleasant environment where residents appear social and engaged. Cleanliness is consistently praised: rooms and common areas are reported as well maintained with no unpleasant odors, and public restrooms are noted as nice when accessible.
Care quality receives broadly positive remarks in many reviews, particularly regarding rehabilitation and therapy. Several reviewers describe top-notch inpatient and outpatient therapy programs, remarkable rehab stays, and successful discharges back to the community. Hospice and end-of-life care are also called out as excellent. Many comments emphasize hardworking STNAs and nurses who go above and beyond, compassionate and caring staff, and instances of staff collaboration and positive care outcomes. Administrative and business staff are described as helpful and informative in multiple accounts, and some reviewers explicitly recommend the facility for family members and friends.
However, serious concerns and inconsistent experiences appear in a notable minority of reviews. There are specific allegations of rude or dismissive staff behavior (including a named staff member), reports of neglectful care, and at least one account that framed the experience as abusive. Communication problems surface repeatedly: families and reviewers reported difficulty obtaining staff names, a lack of timely updates, and barriers between departments that can hinder coordinated care. Short staffing and stress among staff are mentioned as ongoing issues, which may contribute to the inconsistency in caregiver quality noted by reviewers.
A particularly alarming cluster of reports involves resident transport and safety. One review describes a heat-related incident during a heat wave in which the shuttle had no air conditioning, two residents became unconscious, and state troopers were reportedly involved. That incident suggests potential systemic gaps in transport safety and emergency response for at least one timeframe. Combined with other mentions of safety concerns and mistrust by some reviewers, these reports warrant careful attention from prospective residents and families and should be investigated further by administrators and regulators.
Operational and accessibility drawbacks are smaller in number but still notable: some restrooms are single-person and kept locked, which may impede visitor/resident access; lighting in some areas reportedly takes a moment to come on; and there are suggestions that the facility has room for improvement in responsiveness and internal communication. Reviews also reveal variability in staff demeanor—while many staff are praised as friendly and genuinely concerned, a few reviews describe rude or neglectful interactions, indicating inconsistent service experience across shifts or departments.
In summary, Arbors at Pomeroy earns strong praise for its environment, cleanliness, therapy/rehab outcomes, and several compassionate care teams, with many reviewers recommending the facility. At the same time, there are significant red flags raised by other reviewers—most importantly allegations of neglect/abuse, serious transport safety issues during a heat wave, communication breakdowns, and inconsistent staff behavior tied in part to short staffing. Prospective residents and families should weigh the positive strengths (facility, rehab, many caring staff) against these serious concerns, ask targeted questions about staffing levels, transport policies (especially during extreme weather), incident reporting, and departmental communication, and, if possible, seek recent inspection records or direct references from current families to confirm whether the negative issues have been addressed.
