American House

The business office can't get my mum's bill accurate. Mum moved in the [date removed] and her rent increased in January. They have misplaced a check I paid the rent in January but I have proof the check was paid by mum's bank. They have credited her account but check still missing. Mum says the food is awful. She does try to eat it but says it has no real flavor. Huge turnover in staff.

The facility was clean and meals were prompt. Dining staff was lovely and helpful. Communication on all levels and in all departments is atrociously inefficient and inadequate. Phone system had been worked on in September per their report, but voicemails still weren't working correctly. All communication required a family member call and ask a question. Was double billed for entrance activity fee [amount removed]. Six or seven phone calls in and verbal promises of a refund, but probably won't see it for another 30 days (which I'm sure will take another 6 or 7 phone calls)

I can't speak to all of these because I don't know what my sister's experience of them was, but I can say that her stay, which ended up being brief, was less than satisfactory. I know my experience of the staff was that they were very friendly, and the place appeared to be quite clean. Unfortunately, a couple of things that were asked for and never happened, for example a television that was delivered was never set up, though we were told it would be. Also, a few days before Christmas my sister was found unresponsive and sent to the hospital, but nobody informed her family about it and we didn't realize it until I went to visit her on Christmas Day and was told she was not there. I do know that she was not happy there and told us she did not want to go back. Fortunately she has been able to go home and have at home care. As far as value for cash, she ended up paying for about three months, even though she was actually only there for about a week and a half. So value for cash was pretty low.

During our loved ones time at American House we really did like the staff, they were very friendly and we wish we could of worked something out. However we do think they could improve on their response times for the residents who fall and call for assistance.

This was an okay community. I didn't feel it was the right fit for my loved one. The community wasn't as clean as I had wanted, and I didn't see a lot of activities.

We thought American House Lakeshore was great until we saw the memory care ward. Everyone was just sitting in wheelchairs in the main room, doing nothing or sleeping. That really turned us off. I think for assisted living, it looked great and had a lot going on.

The facility and rooms are very dated but they keep it clean enough. The AdvisaCare (medical option) is I believe a scam and should be reevaluated as a service. If you can bring in outside help do it - do not use the AdvisaCare services.

I would suggest you find a different community. The community has weak leadership. the memory care unit. The director is rarely there, doesn't seem to be an effective manager, staff is indifferent and disengaged and seems to have high turnover. My loved one's room is usually messy, little indication of help in there. My loved one's (labeled) clothing disappears regularly. They stopped having activities. Rarely record word of updates on my loved one's conditions or recommendations for care. Whole place smells like urine all the time.

American House has been dealing with bed bugs for over 6 months now.All they do is spray.They wont fumigate the place because they don't want to spend the money.Meanwhile residents are getting bitten by these bugs.Do.not move your relatives into American House.I think a call to Ottawa County health department is in order

We have not had experience with the meals or dining service but when we talk to our loved one he says the meals are good and they he is being fed well and we also think he is getting good care. However they could make some improvements with communication and just all around response time. They could also be consistent and follow the date in the contract that states when the monthly payments will be pulled.

Our family had a lot of issues we were very disappointed, what was promised was never followed through with. The meals and dining was terrible, they never received healthy meals and it was never enough food. The activities were good we did love the activity leader she was very sweet. We heard such good things about American House hopefully they can make improvements and it can be a better experience.

Food service and activities

It was not worth the money. With the medical team, it felt like all they were concerned about was the money, and they did not show concern for my loved one as an individual.

Our family had an in person tour and the sales team was just way to push, it was not the nest experience

When my loved one moved in, the community was originally Elmcroft, with a different director, sales rep, and head nurse. About two weeks before my loved one passed away, American House had taken ownership. The original Elmcroft staff were very kind and courteous, and their daily care staff remained under American House during the time we were there. Elmcroft was always clean, and the residents would always be up and about watching TV and socializing, with a couple of staff members sitting with them and assisting them. I do have misgivings about the American House transition. Under American House, I noticed an unpleasant smell when I came in and had never experienced that before. I experienced that unpleasant smell again on a separate occasion, and this time I could smell it even before I entered the facility. I have a more distant relative who moved in under American House's ownership, and they have already moved out. One thing of note is that American House wanted a substantial buy-in fee, which was not the case under Elmcroft's ownership.

I was not at all impressed with American House Livonia. They had no air conditioning in the individual apartments which I found to be extremely odd. You have to buy your own AC units and they will install them for you. That aspect of it all was very disappointing to me because otherwise it looked like a nice place.

We have had several issues with American house and are trying to work through some of it, but overall we are very dissatisfied with this facility. There is no continuity with the staff as they are different every time we go in. No one knows what transpired in any given day so that we are left in the dark regarding my loved ones care. She has severe dementia and does not remember anything. We have seen many issues of uncleanness in her bed, on her person, in her room, and in her bathroom. We have found medication she was to have taken in the bottom of her walker basket. She sleeps in her clothes because no one takes care to help her get into her pajamas and into bed at night. She has a wheelchair they are supposed to use to transport her to and from but all they do is stop by her room and say it's time for breakfast and then they leave. I don't know if she's getting the meals she's supposed to be getting, I don't know if she's getting the medications she's supposed to be getting at breakfast time and at bedtime, her level of care is totally unknown at this point. If we could, we would move her in a minute but it was such a traumatic thing for her to be moved this time and it took her a long time to get settled in and we don't want to put her through that again.

Our experience at Anthology was not all that good. I had problems with the medical director. I think they should have spent more time and been more thorough on the initial care assessment. After our move-in, they determined they could not care for my loved one. So if you're considering Anthology, I would recommend making sure that the patient is going to be a good fit with the community and that Anthology would be capable of taking care of them based on physical and psychological limitations. It was a nice facility. It was clean. And they had a pretty good offering of activities. But it's really important to make sure that it's a good fit care-wise. Most of the people I talked to on the intake side were very sympathetic and empathetic as we got in and they found out they couldn't meet her needs. But because of the unexpected short-term stay, it was certainly an expensive experience and not a good value.

We did not care for American House Riverview at all. When you walk in it feels like you are walking into an institution, it is not homey feeling. The dining room looks like a cafeteria and the apartments were not near as nice as some others we had seen. It was also much more expensive.

They did not care for my loved one. When I went in to see him, he was dirty, and he smelled. His hair was long and shaggy. They were supposed to have a barber come in, and they didn't I had gone two weeks without seeing him, and it was like he was an entirely different person. He was depressed and just was not clean. I had placed him there when the facility was called Elmcroft, and it was fine. The food was good, and the director managed the facility appropriately. But when ownership changed to American House, there was no staff and not enough people to do what needed to be done. For instance, the custodian had to let you in due to staffing issues. It was pitiful. And a terrible value. It looked like American House's corporate goal was to acquire more prosperities and make money. And patient care didn't really factor in.