Five Star Senior Living

After I paid for the property that my mother was living in which has my name as paying on the contract. I have been going through the process to determine if she is to stay living there or not. When walking my mothers dogs, [name removed], who supposedly works for Heartlands, (he did not have a name tag on to identify that he actually works for Heartlands) runs over to me and ask where is my mother, who is in rehab and is my mother staying at Heartlands, I told him she stays here at heartlands but I do not know if she will come back. He then ask am I staying there, I told him sometimes and now until I can make determination on her moving out. He then says you are not on the lease. I ask is this for sure, he says I don’t know boy, I then ask him what did you say, he says is [profanity removed], I step back and say I served honorably in my country, I’m an American too. He then says I served too, that does not work anymore. When I asked to speak to supervisor, he said he is.

They lie, they raise the rent too much. The don't fix things that are broken. They said she could move in [date removed] it wasn't ready, she couldn't get in until August and they charged her for July. The place wasn't clean at move in. They said she didn't pay the community fee but she did. I was there!! I will NEVER recommend this place to anyone! She is moving out. They are not helpful at all when there are issues with the bill or maintenance.

The executives here recruited us knowing our mother had dementia and said they could provide everything a memory care center could. We found out immediately that was untrue, they were severely understaffed and in the month our mom lived there, she RARELY saw the same side twice. The staff she were per diem, from an outside agency, and did not know our mom or her needs. Most never even knew she had dementia or the kind of help she needed (assistance with ALL activities of daily living). Response time to emergency alert button was APPALLING (30 minutes to an hour, if AT ALL). She got lost trying to get to the dining room on her own, and staff told us while laughing, as if having dementia is a joke. We visited every day and found her in deplorable conditions each time. Executive Director was never around, was out on family leave, and the head nurse would not or could not understand our concerns. We left when my mom was hospitalized for pneumonia. We received a full refund and an apology.

On the second day of my mom’s stay there, she left the facility and was found by a state trooper on the cross valley!!!When I asked the facility how they had no clue she was missing until the trooper called them, they said they had no answers!! Totally disappointed in the carelessness of this facility!! Stay away!!!

My loved one is a resident at The Forum at the Woodlands and our experience so far has not been good. The cleanliness of the facility is good. Value for Cost and Meals and Dining have not been good. My loved one is very unhappy.

For the short time our father been there two of their main people have left and many changes have taken place.Residents are not being cared for as promised or made a priority. We were told that they check off whether a resident shows up for a meal and are checked on if they don’t show up. Our dad often misses breakfast and is not checked up on. Our dad has been asked to move from his dining spot when other residents come in and they tell him he is in their seat. Originally they had assigned seating and apparently, now they do not. Management does not follow through on what they say they are going to do. We are very disappointed because they are not providing the care we were promised regarding our dad prior to moving him there.

What a disappointment. I moved here [date removed] and now it is a month later with an inoperable refrigerator. I have had altercations with director of maintenance. All he does is yells and blames me for the refrigerator. He is obnoxious band tried to intimidate me which I will not allow. I have put in three requests to fix or replace and i am sitting here on a Saturday afternoon refrigerator not working. I drive and when maintenance comes by once yesterday I was not home and do not allow anyone in my room without me. Is this good service? Refrigerators should be treated with priority. I have spoken to appropriate individuals.

My loved one left there last month due to a fall and hit her head while she was on blood thinners and she wasn't treated. It resulted in a brain bleed we found a few weeks later due to a scheduled scan - I was also lied to about being seen by doctor. Can't trust them with moms care any longer.

My dad passed away on the 18th and I cleaned out his apartment 3 days early before the end of the month, turned in the keys and followed all of their instructions. We were promised by the bookkeeper we would not be charged January rent. Low and behold, yesterday rent was debited out of my dad’s account causing all kinds of problems! I called and the Executive Director rudely told me she was too busy to deal with this and it was not her job. It was the job of the home office. I asked for a name and a number of someone in the home office to call and talk to about it and she would not help me. My dad liked living at the Villa but dealing with the place when your parent dies is a nightmare.

My mother moved in here a year ago. The décor was a little tired and the food was boring but it had a great vibe and great location. Since then, the management has changed. They are remodeling which I hope will be an improvement but the food is horrendous and very limited right now and there is no break in the fees. There is no microwave in the apartment. I was also hoping there would be some people to help with heavy lifting etc but they say she would need assisted living, which she does not need. The worst issue though is that there has been no hot water for 5 days and they still have not fixed it! They also cancelled her housekeeping for the week. Again, with no discount in her rent (4300 for a one bedroom). I am very disappointed and I don't want to have to move her but I can't worry about her not having hot water and food. This is ridiculous. I have called the management and have not gotten a call back.

My mother used to live at the Five Star Premier. Now my father needs to go to an assisted living. While I do not know where is going I do know that Five Star is where he is not going. They need to improve basic and important areas. The kitchen usually they will bring to my mother what she did not order, you wonder why do they give you a menu to choose from.? The cleaning of the room, it was hard to tell when they came to clean. Among other things you need patience to work with the elderly people.That is why they need to hire people that are train or train them. The tall lady and the young girl at the front desk, were nice , cordial, helpful and will greet you with a smile..

My loved one stayed here for about a year and it was a horrible experience - we had to pull her out. While she was here, every single staff member except for the cook and 2 nurses left. There was SO much turnover and the level of care was not being met. There were many residents whose loved ones pulled them out as well. Apparently, when the facility was initially opened by this gal it was great and that is where it got its "5 stars" but then once she sold it went downhill. It should not be called a 5 star facility anymore, it is very misleading.

Mom and dad lived there for over 7 years. At first in IL then in AL. Their service and food were good at first, but everything is going downhill fast. Aides in AL maybe friendly but very slow to respond. Food is not good at all. Biggest complaint in a recent survey by 5 Star supports that claim. Finally had enough and after dad passed, moved mom out. She was not getting any help when she called. Finally, I'm sorry but when Covid hit, the service went down, activities stopped yet did they offer a refund for the loss of these services and for the bagged lunches and dinners?

They talk up a good game in the beginning, but there was never any follow through on the promises that were made. They charged mom and used up her therapy days and she never even received therapy. When she got here she had to isolate even though she was covid negative. I would not recommend to others looking.

Go elsewhere. Incompetent management. Horrible CNA's....

We found the facility to be too large. Mother was overwhelmed by the simple size of the building and amount of residents.

During the initial entry the community had my loved one on lock down due to the pandemic for the first two weeks. Due to the wheelchair not having any foot pedals my loved one had bruises on their heels. This caused a downhill slide due to my loved one no longer able to use the restroom on their own and other medical conditions. The communication with the community wasn't there with the family. There were times that the director wouldn't return our calls. The food was very bad in taste.

The residents get very poor care. They are often ignored. The managers talk a good game but don't deliver anything. I tried to address these issues with them. The overall director of the facility I think put forth some effort. The biggest problem is the Director of Resident Services. He, in my opinion, is worthless. I've left emails, voice messages, and he never returned a single one. In my opinion, that place will not improve until they replace him as Director of Resident Services. I would not recommend The Gardens of Port St. Lucie to anyone.

It is beautiful but they do not have a one bedroom in the assisted living- only studios and my sister wants a one bedroom.

The high-pressure sales staff here goes as far to insult families unless you bend to their "must sign today" tactics. Rooms are very underwhelming and not clean. Very depressing atmosphere.