Overall sentiment is mixed but leans toward concern and decline. Reviews show a clear pattern of two distinct eras: an earlier, family-run period remembered positively for strong leadership, happy residents, and stable long-term staff, and a later period marked by corporate acquisition and managerial changes that many families view as the turning point for decline. Numerous reviewers praise individual caregivers and long-term staff for warmth, competence, and creating a home-like environment. At the same time, multiple reviews raise serious and recurring concerns about management, maintenance, and the overall condition of the building.
Care quality is described variably. Several families say the direct care staff were kind, attentive, and provided a good quality of life for residents — specific comments include warmth, hospitality, and consistent kind interactions. Other reviewers report that care was uneven or not delivered to expected standards, and a few families removed loved ones because their care needs were not met. There are also comments about limited clinical resources, such as a lack of an on-site physical therapist, which influenced some families to seek facilities with more robust therapy services.
Staff and workplace culture emerge as a central theme. Long-term staff and certain administrators from the family-run era are remembered fondly; however, after the Weston/corporate acquisition and subsequent administrative changes, reviewers report frequent staff turnover, termination of long-term employees, and low morale. Several accounts single out a current administrator as rude, self-serving, and unprofessional toward residents and staff. A contrasting set of reviews mention a friendly or helpful administrator and supportive staff — highlighting a polarized experience that often depends on timing and who was on duty.
Facilities and maintenance are consistently cited as major issues. Multiple reviewers describe active and recurring leaks (roof, skylight, ceiling) that affected resident rooms and common areas. Maintenance responses are criticized as slow and ineffective: examples include long delays installing flooring, activities being held on plywood floors, and persistent leaking despite complaints. The building’s general condition is described by many as run-down: dirty carpets and tiles, an uninviting entrance, dark and out-of-date rooms, and other signs of neglect. A smaller number of reviews note that some rooms are nice or updated, indicating that the facility’s physical condition is inconsistent across units.
Dining and activities receive mixed but mostly negative feedback. Several comments specifically call food service poor or horrible. Activities exist but their quality is questioned when held in substandard spaces (e.g., plywood floors), which undermines their value. Nonetheless, some families report that their relatives enjoyed community life and were content with activities and social opportunities.
Management, corporate influence, and regulatory concerns are recurring problems. Many reviewers link decline to a corporate takeover and to administrators focused on finances over resident well-being. Complaints being ignored, residents or families being moved without proper notice, and abrupt staff dismissals are mentioned. There is also at least one report that the Department of Public Welfare (DPW) licensing status was provisional, raising regulatory and oversight concerns for prospective families.
In summary, Hillcrest Retirement Community elicits polarized reactions: strong praise for compassionate caregivers and a warm, home-like culture in many accounts, coupled with pronounced criticism relating to leadership, facility upkeep, maintenance responsiveness, dining, and clinical resources. The most common and actionable concerns are chronic maintenance problems (especially leaks), perceived management decline after corporate changes, staff instability, and lapses in professionalism. Prospective families should weigh the consistently positive comments about direct caregivers against the repeated operational and administrative problems, verify current licensing and inspection records, tour multiple rooms at different times of day, ask specifically about recent maintenance repairs and staff turnover rates, and confirm availability of clinical services (such as physical therapy) before making a placement decision.
