Overall sentiment across the reviews is mixed but strongly polarized: a large number of residents praise the people and daily operations at Brookfield Highlands (especially the maintenance team and many front-line staff), while others report serious, sometimes safety-related problems and deep dissatisfaction with management, lease practices, and building-level neglect. The dominant positive theme is the consistently strong and rapid maintenance response and a personable staff that many residents name individually (Randy and Tim are repeatedly singled out). Residents frequently describe maintenance as prompt, professional, and able to resolve a wide range of issues quickly, sometimes same-day. This responsiveness contributes to a perception of a well-run day-to-day environment and a high degree of resident satisfaction among those who focus on staff performance. Many residents also appreciate the active social life and amenities—bingo, cards, pool table, a beauty salon, community rooms, communion services, and frequent organized events. The grounds, landscaping, walking paths, and an overall quiet, park-like setting are recurring positives, and multiple long-term residents report being happy and proud to live there.
Facilities and amenities are another frequent strength. Reviewers note a range of floor plans, refurbished or brand-new apartments in some buildings, in-unit washers/dryers in certain units, and well-maintained public spaces. The community offers a variety of activities and a monthly newsletter, which many residents appreciate for promoting engagement. Some residents report very good food and on-site services that support independent living. COVID-era protections were welcomed by vulnerable residents. Several reviewers emphasize the ease of touring and moving in, friendly admissions staff, and overall cleanliness of shared areas.
However, a set of serious and recurring concerns substantially colors the overall picture. Multiple reviews describe major building and management failures: a water heater burst that flooded carpeting, units left uninhabitable for extended periods (one report cited 11 days without ceiling/flooring and insulation dust), nicotine-stained units ignored, and allegations of missing smoke/CO alarms—each of which raises safety and habitability questions. Several reviewers report extremely poor indoor air quality tied to decades-old carpets, dust buildup in HVAC vents, dust mites, and associated breathing problems. These issues prompted at least one legal action that a resident won, and they underscore real health and liability risks for a senior population.
Management practices and leasing/billing issues are another major area of concern. Numerous reports allege poor, profit-driven, or even misleading management behavior: unexpected rent hikes (including a reported 10% increase tied to lease nonrenewal), failure to disclose month-to-month lease options, large post-move-out bills, charges for moving furniture to replace carpet, and poor responsiveness to serious complaints. One individual manager (named in reviews) is repeatedly criticized, and some reviewers used the words "deplorable" or "awful" to describe management. Communication lapses—voicemails not returned, no follow-up, incorrect apartments referenced for repairs, and unresolved contractor work—exacerbate resident frustrations. These complaints are especially concerning given the resident population (55+), where fixed incomes and health vulnerabilities are common.
Security and privacy issues appear repeatedly and are a systemic red flag. Several reviews allege that underground parking is sublet to non-residents, that background checks are not performed for those with access, and that there have been instances of theft or unauthorized entry. Privacy complaints include surprise visits, short-notice or unannounced entries, and removal of names from the apartment buzzer board without resident consent—actions that make some residents feel infantilized or unsafe in their homes.
There are also many mixed or conditional items: while many units are nicely refurbished, others remain aging with outdated carpet and fixtures; while some residents report available transportation services, others cite a lack of reliable transportation to grocery stores and doctors; underground parking is an appreciated amenity for some but a security liability for others. Operational strengths—like a capable maintenance crew and an active social calendar—coexist with deeper organizational problems tied to ownership/management, long-term capital maintenance (HVAC cleaning, carpet replacement), and transparency in leasing and billing.
For prospective residents or their families, the reviews suggest specific due diligence steps: ask for recent records of HVAC servicing and duct/vent cleaning; confirm the age and condition of carpeting and flooring and whether nicotine or other stains have been remediated; request documentation for smoke and carbon monoxide alarms and inquire about unit and building-wide safety inspections; get written clarification of lease options (including month-to-month availability), renewal terms, and potential move-out charges; probe parking policies and security measures for underground parking and visitor access; and ask how the community handles flood or other emergency remediation and resident relocation. Also consider spending time observing or attending activities and speaking with multiple current residents about responsiveness and management communication.
In summary, Brookfield Highlands is a community with clear strengths—an active social environment, attractive grounds, and an exceptionally praised maintenance and front-line staff—but it is also a community with recurring and serious complaints about management conduct, building-level safety and air-quality issues, lease and billing practices, and security/privacy lapses. The positive daily experience reported by many residents is real and meaningful; however, the documented safety, habitability, and governance concerns are significant enough that they should be carefully investigated before moving in or making decisions tied to long-term residency.
