Overall impression: The reviews for Keystone Villas Senior Living present a highly polarized and inconsistent picture. Across the set of summaries there are strongly positive comments — residents who praise caring staff, roomy apartments, and an active social program — alongside repeated and very serious negative reports concerning pests, sanitation, maintenance, management behavior, and care responsiveness. The result is a facility with highly variable resident experiences: some people describe a warm, family-like environment with excellent staff interactions and improvements under new management, while others report conditions that are unsanitary, unsafe, and neglectful.
Care quality and staffing: A dominant theme in the negative reviews is understaffing and poor responsiveness. Multiple reviewers note ignored call lights, discontinued wellness checks, reduced front-desk staffing, and staff delays in calling hospitals or responding to urgent needs. Several accounts allege neglect of basic care tasks (beds not remade, linens not returned, residents not bathed or checked on), and a few extraordinarily serious claims attribute harm to staff failures. Conversely, other reviewers consistently highlight 'wonderful' or 'amazing' staff members who know residents by name, manage medications effectively, and foster independence. This split suggests that care quality is highly dependent on unit-level staffing, specific caregivers, or shifts, and that staffing shortages and inconsistent training/oversight are critical risk factors.
Facilities, maintenance, and sanitation: Many reviews report significant and recurring maintenance and sanitation failures. Common complaints include filthy carpets, trash in hallways and outside, broken doors and security issues (doors left open or broken), nonfunctional washers/dryers, holes in walls, and general 'rundown' or 'medieval' conditions. Most alarming are repeated reports of pest infestations — live and dead roaches, bed bugs, lice, and even bats in stairwells — and contagious conditions such as scabies. These problems are mentioned frequently and appear persistent in many accounts, with several reviewers stating that pest issues were not effectively exterminated. At the same time, a subset of reviews describe freshly remodeled, beautifully updated apartments and common areas, indicating uneven upkeep across the campus and some ongoing renovation efforts.
Dining and nutrition: Dining experiences are another area of divergence. Numerous reviewers characterize the food as bland, unimaginative, and occasionally insufficient in portion size; several even report dramatic cutbacks (reports of 'one tiny meal a day' in extreme accounts). At least some reviewers, however, report three meals a day, med management, and planned reopening or improvements to the dining room. There are also comments about limited dietary options (e.g., lack of gluten-free choices). Overall, food quality and consistency appear to be a frequent grievance, though not universal.
Activities and social life: Activities are consistently cited as a positive when they are present and well-run. Multiple positive mentions detail specific events (card nights, games, musical activities, Wii bowling, root beer float afternoons) and praise individual activities staff members (e.g., 'Abby is wonderful'). Other reviewers note limited outreach, curtailed activities during COVID isolation, or a stop to trips such as grocery outings. This suggests that the quality and frequency of programming vary over time and between staff teams.
Management, ownership, and financial concerns: Several reviews raise severe concerns around management practices and ownership. The Ensign Group and private-equity involvement are called out by some reviewers, with allegations that ownership practices have led to rent hikes, eviction attempts (including reports of evictions during extreme cold and claims of elderly disabled residents being put at risk), and poor responsiveness to resident complaints. Multiple reviewers report predatory rent increases, overcharges, refused refunds, and threats of eviction. There are also mentions of local news coverage (January 2023) relating to these matters. Conversely, some reviewers say recent management changes are improving conditions. The recurring theme is that contractual and financial transparency, and the facility's response to resident grievances, are significant red flags for many reviewers.
Patterns and inconsistencies: The reviews show clustering of very negative systemic issues (pests, sanitation, maintenance, understaffing, management misconduct) alongside pockets of genuinely good experiences (caring staff, remodeled apartments, active programming). This pattern could reflect uneven management across different buildings/units, differences over time (improvements or declines tied to ownership/management changes), or real variability in staff and leadership quality across shifts and teams. Given the serious nature of some allegations (infestations, outbreaks, neglect, evictions), these are not isolated petty complaints but recurring themes that prospective residents and families should verify in person.
Bottom line: Keystone Villas appears to be a facility of extremes. If you focus on positives, there are reports of caring, committed staff, roomy apartments, some renovated units, and enjoyable activities for many residents. If you focus on negatives, there are persistent, concerning reports of pest infestations, unsanitary conditions, systemic maintenance failures, understaffing, poor care responsiveness, and troubling management/ownership practices that have led to rent hikes and eviction allegations. Anyone considering this community should conduct an in-person visit (inspect multiple apartments and hallways for cleanliness and pest evidence), ask for documentation of pest-control and sanitation plans, request recent inspection reports, clarify staffing levels and emergency response protocols, review contracts and recent rent-change history, and seek references from current residents and families to gauge consistency across units and time.
