American House

This was a terrible experience. We had my mom’s room all set up, took her and the a/c did not work. We brought her back home with us. We took her back 4 days later. I went the following day to check on her, she was alone in the dining room at 11, still in her pajamas. [Name removed], the director is a very nice person. but he is only 1 person. I could never recommend this place, we had to go everyday to check on my mom and there was always a problem.

Not impressed with anything here, but they have a nice courtyard.

Moved my grandmother out of this place. It used to be one of the best places to live, but now they never have adequate staff, the director doesn’t even speak to family members passing down the hall, and the residents are bored.

The staff of American house is great. The medical portion is another company and they are terrible. I would not choose this facility if you need the medical team!

We cannot recommend Stonecrest at Town and Country for the following reasons: * Our Mom experienced indigestion like symptoms her first night in and, as she has a pacemaker, we had to ask the nurse on duty three times to go examine her to rule out heart trouble as the nurse wanted to chalk it up to anxiety. * Her emergency call light went unfixed for over 24 hours and we learned that our Mom had to stand at her door calling for help. * She was put to bed in dirty street clothes when there were clean pajamas in clear sight. * The facility lacks adequate parking. *Our concerns were met with defensiveness - statements such as we love our residents, that doesn't sound like our staff etc. were made instead of listening, understanding and conveying a quality and risk control plan to ease our worries. We checked our Mom out after 7 days.

Nice building and great marketing staff [name removed] but that's it. Very under staffed, executive director was very rude when asked questions. Lots of recent changes in staff and outside services. I wanted to like this place but besides the marketing lady just didn't get a good feeling about the building

When my father was at American House Bonita Springs Senior Living I felt he had been warehoused and it was due to the staff that was so disorangized, they had no direction from the director of nurses they were not consistane, never took him to any of the activies and my father began to withdraw and he stopped speaking. The director of nurses just could not lead or work with her staff. So I spoke with Corp about what was happening and they offered to transfer my father to the American House Coconut Point Estero. They took care of the move and the transition for my fther was great. I think that they may someday get their issues strenghted out just a big disappointment with the staff.

If you have a loved one, you don't want them here....this facility has no on duty 24/7 medical care. If some thing is wrong their answer is go to the ER.....the food is discusting, cold and slapped on the plates...like they are just [Removed] and have no say...Activities, Ha thats a joke, if the activity persons feels like doing something today maybe she will gather the residents for a few minutes...most of the time its the caregivers playing dominos with the residents.. or most of the residents are so drugged out, they are all just zombies sleeping or passed out in a chair or couch....thats the extent of the activites....send your loved on some where else.

Negligent, AWFUL management, some staff hateful to residents{not all}, Filthy from carpet to ceiling, average turnover of staff including nurses about 2 weeks, poor maintenance, totally disorganized on ALL levels operations.

I'm Only Rating the Food here. Be careful of the food in the Cafeteria. We found out that all American House's carry the same menu, and buy their food from Gordon Food Service. If you need any kind of specialized diet like for heart, for diabetes, for no gluten, the option is NOT available at all. If your doctor gives you a prescription for a special diet, the Cafeteria can NOT accommodate you at all. The food served is full of sodium and sugar. The food is mostly processed with lots of filler food like white pasta, white pototo's, white flower bakery items, white rice, and rich sweet desserts. The salad lettuce is the lowest quality available, which is iceburg lettuce. Vegetables, fruit, soup, drinks mostly all canned, processed food. Very little fresh veggies, fruit or home made soup. You must pay for the cafeteria option, There is NO provision to cancel the cafeteria food price. Your welcome to buy and cook in your own apartment with your stove, fridge, that you pay to use, and provide your own microwave and small appliances.

These people appear compassionate when they want to sell you a living space. However, when things didn't work out with my dad, they decided 3 days (!) after the incident to transfer him to a senior mental health unit at their convenience with no regard for his welfare. He had forgotten all about the incidence as nothing had been changed in his routine since, so was totally confused & disoriented when they decided to move him at 8 at night with no explanation. Also, my dad's meds that we brought to Elmcroft for them to dispense were NOT returned to us when they abruptly discharged my dad- we asked for a letter stating they had thrown away these meds so that we could get some more from insurance but were told no. They could have called us to come & get them when they discharged my dad. Another example of arrogance and incompetency ! The last straw was asking to see medical records- we were refused on 2 occasions. I have filed complaints with the state board in charge of this facility. This place showed me why senior living industry as a whole is frequently under the microscope of legislators. In closing, I must say that the worst meal I ever had was in the dining room of this facility. It gagged me. Keep looking....

This care facility has continued to go downhill since being taken over by American House. Staff turn over is constant. Activities are sporatic at best. There is no incentives for employees to work in the more intensive memory care units. Cutbacks in kitchen staff have care workers pulling extra duty on the weekends and sandwiches being the mainstay. This is not what we signed up for and after voicing our concerns, we were given lip service cause the situations still exist and are slowly deteriorating. Looking for anywhere else to put my loved one. Would not recommend to anyone.

Ever since the company change the quality of the care has depleted. I watch staff become understaffed from so many quitting because of too much being put on their workload and not enough time to do it. American House does not view it's residents and staff as valuable people but as a way to make extra money. Managment does nothing but turn their heads to issues concerning the residents because it's too much work for them to put in effort to problem solve. Budgeting is constantly the excuse for every issue brought to their attention yet rent seems to keep climbing and hours seem to keep getting cut. It's not the same company it used to be.

Our experience at this community was horrible. They are trying to take advantage of my parents and their money. They are over charging my parents and I do not think it is right. They are not easy to work. Mainly my issues has been with billing, but they did try their best to care for my parents. It just wasn't a good experience and I would not recommend this community.

My father was placed in Heartland Village because they said he needed M+ care, the most expensive. This was, they said, the highest level of care so naturally I was not hesitant about it, wanting the best for him. I can say I never saw the care they promised although he did pay for it! I also enrolled him in the Teena program which was supposed to supply him with briefs and wipes at an extra cost of 125 a month. Not! I had to buy all the wipes, briefs and pads plus gloves which they came and got to use on other patients. I bought sheet sets that went missing. Numerous bath, hand and wash cloths that were never seen again. never had a towel in his room to even dry hands on! The room was never cleaned and the bathroom wasn't touched! I cleaned it plus brought a sweeper from home to clean the carpet when it was so nasty. The food they served was not edible. Most of his food I provided because he could not eat the garbage they served. They jerked him around when cleaning him to the point of making bruises on his arms and let him lie in urine soaked briefs with horrible bed sores on his bottom. I complained several times and was assured things would taken care of. They weren't. They are so understaffed especially graveyard that I witnessed fights between residents because there was no one watching them at all! Falls happened daily and staff was always hard to find. Overall a bad experience and wish I could have put him somewhere else but because of his illness I had no choice Would not recommend it to anyone.

This would not be a place I would recommend. There is no sense of community and very little for residents to do. Look in the lobby. People are just sitting there bored. At least most places have a television for them to watch. In the past, they went months without an activity director and no one seemed to care (more profit for the parent company?). The aides that they use are hired by an outside company and there is constant turnover. No one seems to truly care about the residents. Very sad. Walk around. Look at all the empty rooms. Places that are caring do not have that many empty rooms.

There is little to no management here, Activities and the like are a joke. Deterioration has been extreme in the last 6 months per current residents. Management's attitude is that they have a captive population who can't bear to look for another place and organize a move. They are building another 40 unit memory care facility here but cannot provide service for residents already here. Residents requests are ignored continuously. The residents are very friendly and helpful and they carry the load when management fails to show up. Value estimate is sketchy. It is less than some other places, but with such poor service in most areas there is not comparability.

We initially thought this was a great place for our parents to spend their golden years. Boy were we wrong! In the beginning, things seemed ok but then the service and care rapidly declined and has not improved at all during the year they have been there. The main reason our parents are in assisted living is to relieve some of the stress caring for dad has been on mom. He has some medical issues that require attention several times per day and can be quite traumatic if neglected. Well, despite the numerous conferences with the executive director, director of nursing (there have been 3 in just this past year and from what we understand, maybe now a fourth), and other staff, they still can't get his care right. They've apologized and promised to fix it, but they haven't. Now on top of that, they are now neglecting to come in in the mornings to help dad get dressed. They are still being charged for these services of course, but they are not receiving the care they have been promised and charged for. The executive director is now saying they have received consistent care all along. Mom has some depression and anxiety issues and we have been promised that the staff will be respectful of that and not do or say anything to exacerbate that. Well, on numerous occasions, she has been told that the facility does not have supplies and she will need to go out and get them. This unnecessarily excites her and sends her into a panic thinking Dad will not be taken care of. We are charged for supplies and now we have to go out and get them ourselves? Some staff members have also unnecessarily and falsely claimed to her that dad was "failing". Why say that to someone. The only good thing to happen at this place is the physical and occupational therapy. They have done wonders for them. They have a doctor that comes to the facility which seems nice and all but she's just as awful as the rest of them. Won't communicate with family, spends hardly any time with the patients, and will not respect the patients' or family's wishes. The place has been under construction since shortly after our parents moved in. It was supposed to be completed in January. Then April. It's now September and there's no end in site. Perhaps this is why all the rates have gone up. What quality of life is it for the residents when construction goes on early in the morning and late at nite and the whole facility is in a shambles? And instead of recognizing it as a detriment to the residents' well-being, they raise rates. When we go to the facility to pick our parents up, we often can't get to the entrance because it's blocked by staff cars. Dad uses a walker and cannot walk far distances. Oh, and Mom LOVES bingo. They have it several times a week which is great. Except that they keep pressuring her to call bingo rather than hire someone to do it and actually LET HER PLAY. What's the point of assisted living if they are not assisting the residents? We have to provide medical supplies, they exacerbate health issues, they refuse to provide the care that they charge for, the environment is barely livable, and they have minimal staff (and some of that staff has no business working with people). A large portion of the nursing staff are kind, competent, and well-meaning. But the facility understaffs and forces them to delay care, if they get it at all.

Avoid! I had a loved one in this facility and it was AWFUL. The caregivers are all very nice and helpful, but they are very much understaffed. My loved one would go days without clothing changed and baths and nothing was ever done about this. The turn around rate is extremely high because they staff is exhausted from lack of support. Of course, when you take a tour they make everything seem like a bed of roses, but it is not that case. If you want to throw away your money every month- then this is the place to do it at!

Avoid! I had a loved one in this facility and it was AWFUL. The caregivers are all very nice and helpful, but they are very much understaffed. My loved one would go days without clothing changed and baths and nothing was ever done about this. The turn around rate is extremely high because they staff is exhausted from lack of support. Of course, when you take a tour they make everything seem like a bed of roses, but it is not that case. If you want to throw away your money every month- then this is the place to do it at!