The reviews for Excel Care Center present a strongly polarized picture: many families and former residents praise the facility, especially its rehabilitation services and certain staff members, while other reviewers report serious, sometimes alarming failures in basic care and management. The most consistent positive theme is the facility's therapy program. Physical and occupational therapy are repeatedly described as excellent, effective, and instrumental in returning residents home. Specific therapists and therapy teams receive frequent praise for competence, knowledge-sharing, motivation, and measurable functional gains. Rehab outcomes are a leading strength mentioned across numerous accounts.
Nursing and direct care staff receive mixed but often positive feedback. Many reviewers describe nurses and CNAs as kind, compassionate, and personally invested in residents; specific employees and nurse managers (named by reviewers) are highlighted for exceptional bedside manner, responsiveness, and family communication. Several reviewers also praise admissions and discharge planning as seamless and organized, and multiple accounts describe a warm, home-like atmosphere with active engagement from staff. The activities program is another frequently mentioned positive: residents enjoy art classes, karaoke, bowling, and regular events that promote socialization and mood. Maintenance and housekeeping are praised in many reports, and some reviewers note a clean, pleasant building and well-kept common areas.
However, a substantial and serious set of negative themes recurs throughout the reviews, creating a stark contrast to the positive accounts. The most concerning complaints relate to neglect and mistreatment: families report residents left in soiled diapers for hours, denied showers or basic hygiene (not shaved, not having teeth brushed), and in extreme cases allegations of physical abuse or overmedication creating 'zombie-like' states. Several reviews document patient deterioration that reviewers attribute to neglect, including weight loss described as starvation, bedsores, and at least one death following a urinary tract infection during or after a stay. These reports describe failures in basic nursing care and raise safety and regulatory concerns.
Food service and dietary care are another area of frequent criticism. Many reviewers report cold or inconsistent meals, meals not matching diet tickets, lack of appropriate diabetic snacks or dietitian consultations for diabetic residents, and an overall perception that dietary care is inadequate. While some residents and families are pleased with meal quality, the inconsistency itself is a recurring complaint and a risk factor when medical nutrition is required.
Operational and leadership issues appear repeatedly. Reviews describe substantial variability in management effectiveness: some administrators, DONs, and unit managers receive strong praise for knowledge, responsiveness, and family communication, while others are accused of incompetence, poor communication, or unprofessional behavior. Multiple reviewers call out after-hours communication failures, insensitive handling of deaths, and even distressing or inappropriate phone calls. Allegations of profit-driven motives, fake positive reviews, and removal of assistant leadership after complaints further erode trust for some families. Staffing problems are also prominent: understaffing, long nurse wait times, night-shift deficiencies (including reported nurse call button failures), and distracted or disorganized staff are cited as contributors to missed care and safety incidents such as falls.
Cleanliness and housekeeping are inconsistently reported. Many reviews describe a clean, odor-free facility with shining floors and tidy rooms, while others document dusty rooms, dirty blinds, odors, and dirty clothing left on discharge. This inconsistency suggests variable performance between units, shifts, or time periods rather than uniform facility-wide standards. Similarly, family communication ranges from exemplary (weekly updates, nurses who stay in touch) to almost nonexistent, with some reviewers describing silence, inaccessible phone lines, or appointment-only visiting policies that limit family oversight.
Taken together, the reviews paint a facility with clear strengths—chiefly an outstanding rehab program, a number of deeply committed therapists and nurses, effective admissions and discharge teams, and a vibrant activities program—alongside significant, and in some cases severe, lapses in basic nursing care, safety, communication, and dietary management. The pattern is one of high variability: a loved one may receive excellent therapy and compassionate nursing from certain staff and during certain periods, but other residents or families report neglect, poor hygiene, safety incidents, or unprofessional conduct. For prospective residents and families this suggests several prudent steps: tour the facility at different times (including evenings/nights), ask specifically about nurse-to-patient ratios and night staffing, verify the functioning of call systems, inquire about diabetic and dietitian services, request examples of incident reporting and fall-prevention protocols, ask for references from recent families who used short-term rehab versus long-term care, and document observations about hygiene and mealtime service. Regulators and family advocates may also want to review incident reports and outcomes data given the serious nature of some allegations.
In summary, Excel Care Center receives highly mixed reviews. Its rehabilitation services and many individual staff members garner outstanding praise and demonstrable positive outcomes. Simultaneously, recurring and serious complaints about neglect, inconsistent hygiene, dietary failures, leadership and communication problems, safety incidents, and potential mistreatment are significant and warrant careful consideration. Decisions about placement should weigh the documented strengths in therapy and some exemplary staff against documented variability in basic nursing care and safety, and families should proactively seek clarifying information and oversight measures before and during a stay.
