Overall sentiment across the reviews for Legacy at Imperial Village is mixed but clustered around a consistent set of strengths and recurring deficiencies. Many reviewers praise the community for its comprehensive on-site services and convenience: a mall-style arrangement with a grocery store, bank, convenience store, library and multiple medical offices (doctors, nurse practitioners, dentist, foot doctor, sometimes an on-site pharmacy). The campus houses multiple care levels—independent living, assisted living, memory care and rehabilitation—allowing residents to remain on the same campus as needs change. Multiple dining venues (three restaurants, a large dining hall and smaller eateries/snack bar) and a busy activities calendar (cards, pool, exercise classes, live entertainment, movie nights and reports of ~140 activities per month) are repeatedly cited as major positives that foster social engagement and a lively resident community.
Care and frontline staff receive frequent positive mention: many reviews describe caring, familiar and helpful aides, nurses and front-desk personnel who know residents by name and are proactive. Skilled nursing and med-tech coverage are noted across shifts by several reviewers, and some families describe quick emergency responses and on-the-spot medical attention. Apartments are often described as spacious for the price—large one-bedroom plans, kitchenettes in some units, walk-in showers and generous closet space are highlighted by satisfied residents. Multiple reviewers state that Legacy offers very good value for the money in the Richmond area, including some rent structures that include utilities and a la carte meal options that let residents control costs.
However, a large and consistent set of negative themes tempers those positives. Maintenance, building infrastructure and sanitation are the most frequently cited pain points. Many reviews report slow or unresponsive maintenance, repeated elevator outages, AC/heating failures (leaving units hot or sauna-like), leaks, mold, and other infrastructure problems. There are numerous, serious reports of pest infestations (roaches and bed bugs) across multiple accounts; a few families report moving loved ones out because of infestations or health department closures of dining facilities. Cleanliness concerns extend to common areas, laundry rooms and even dining services, with at least one report of the on-site kitchen being shut down by health inspectors. These issues create a perception among some families that the facility’s upkeep is inconsistent and occasionally unsafe.
Safety and security concerns appear in several reviews and range from operational lapses to serious incidents. Reports include residents in the memory-care unit slipping out of secured areas, inconsistent gate/security staffing (gates left unattended), squatters or homeless individuals in lobbies, thefts, and at least one account of assault. Reviewers also note that elevators and doors have been broken for long periods, creating risks for non-ambulatory residents and visitors. These safety-related reports are echoed by criticisms of staffing levels and staff turnover; families describe short-handed operations that affect transportation, timely pickups, and consistent oversight in clinical and non-clinical areas.
Management, communication and administrative transparency are recurring areas of concern. Several reviewers recount ownership changes and new management that initially promised improvements but then delivered uneven results. Common complaints include poor phone responsiveness, unreturned calls from administrators, unclear billing and lease terms, rent increases, and surprising charges (e.g., transportation advertised as free within a radius but later billed). Clinical coordination problems—such as missed physical therapy appointments, medication or nutrition follow-through not happening as expected, and inconsistent social-worker responsiveness—also appear multiple times. A minority of reviews, however, note that new management hires and a proactive building coordinator made measurable improvements in responsiveness and maintenance.
Dining and activities show mixed reports: while many residents laud the chef-prepared food, multiple dining rooms, and abundant activities (signature strengths of the community), others report temporary closures, reductions in services, bland or inconsistent meals, and menu items not matching what was promised. COVID curtailed activities across the board for a time, but even post-COVID many families noted limited programming on some floors and requests for more variety or field trips.
Who appears to be a good fit: reviewers frequently say Legacy at Imperial Village is a solid option for seniors seeking a full-service, campus-style senior living environment with many on-site conveniences and a busy social calendar—particularly for residents who are independent or lightly assisted and value the convenience of having shops, medical services and dining close by. It’s often described as a good value for the area with larger apartment options at competitive pricing.
Who should be cautious: prospective residents and families should be wary if they require a higher level of consistent clinical oversight, have severe mobility limitations, are particularly sensitive to pests, or prioritize flawless building maintenance and up-to-the-minute infrastructure reliability. The frequency of reports about pest problems, elevator and HVAC failures, security incidents, and administrative/billing confusion suggests that families should perform careful, in-person inspections, ask for recent health-department reports, confirm pest-control history, and clarify all fees, transportation policies and service promises in writing before moving in.
Bottom line: Legacy at Imperial Village offers significant strengths—a wide array of on-site services, active programming, caring frontline staff and apartment sizes that many residents appreciate—making it an attractive, affordable campus-style option for many seniors. Yet the facility also has persistent, substantive problems in facility maintenance, sanitation/pest control, security and management communication. The overall picture is therefore mixed: many residents are happy and describe the community as a great fit, while other families report severe problems that led them to relocate loved ones. Prospective residents should weigh the convenience and social offerings against the documented infrastructure and operational risks, and should do thorough due diligence (inspect units, request pest/health reports, confirm elevator/HVAC reliability, and get clear written agreements on fees and services) before committing.
