Harmony Senior Services

Our dealing with Harmony Square of the Crossings is totally a mentally, physically, and financially hurting experience. Just in a mere week after we sent our loved one to them, we received at least four different kinds of conflicting messages from them: * Comforting remarks that our loved one is in good hands, and that they are used to handling difficult situations; * Calls for help to deal with our loved one, as we were the supposed professionals; * Decisions to deal with difficult situations, which are not followed through; * Ultimatum to kick out our loved one, no matter what. Fortunately, Poet's Walk accepted the outcast, our loved one. And thanks for their professionally executed care plan, our loved one is on his way to his normal life.

My mom has been living here for two years. Initially the help was really good, but management is terrible. Lots of turnover. My mom is in a wheelchair and on oxygen, many times she has to wait 30 min - 1 hour to use the bathroom. We have a camera in her room so we have been able to document the timelines. However, our concerns fall on def ears. The aides work really hard but how can two people care for over 25 residents. There have also been times that my mom has had a scheduled shower, only to find that the aide didn't have time to give her one. It is frustrating because the facility is beautiful, but we are looking to move her.

We have had a family member at the Crossings since they opened. As of today. All the original employees have left. From what it hear it is on their own accord. What does that tell you? My opinion is that it seems corporate is not very supportive of the community. Training of the care takers seems lacking. Don’t get me wrong. People there seem to care about the residence. But aren’t trained to handle some situations. I hope they are turn it around for the sake of the residents.

High staff turnover. They forgot to order my mom's prescription drugs which she ran out of and had to be without for 3 days. Alarm bells in the apartments do not work well or staff ignores them. My mom fell in the bathroom during the night and no one responded to the call bell. She laid on the floor for 3 hours until she could get herself over to the phone and dialed 911. Rescue squad come up to her room and helped her back into bed. When I questioned staff about it the next day staff was never even aware the rescue squad had been there! (Poor security) They denied it ever happened! I obtained a copy of the rescue squad's report to show them. Never even got so much as an apology. They cut back on the frequency of doing laundry and bathing from what was originally promised because they can't seem to hold onto their staff. Poor management. Be forewarned: If your loved one requires hospice care and does not live on the first floor, hospice will not be allowed in to see them. Staff says having hospice patients on upper floors is in violation of the fire code. In my mother's final dying days, I had to run around looking for an assisted living facility that would allow her to have hospice services and move her. It was a nightmare.

Poor management, does not value staff. Takes cnas 10+ minutes or longer to respond to residents rooms. Short staffed constantly. Unable to find help when you need it. Staff does the absolute minimum. Rooms are not cleaned properly.

My Mom was a resident there for four years. I pulled her out in April. She kept getting multiple skin tears and bruises. Food was terrible. They great staff left almost at the same time. I lost track of how many executive directors they had. I wouldn't even put my pet there now.

They put in the wrong account no. For my bank to withdrawal my rent then charged me a late fee of [Amount Removed]. They put the wrong no. In 4 times and then threaten to evict me if I didn't pay the last month's rent in 7 days. I had talked with the business office and the man in charged had said he would let me know if there was a problem but all I got was the eviction notice. Also there is a new kitchen manager and most of the help have left (she claims she didn't fire any of them). The food has gone done hill and a good portion is unalterable. We receive a weekly menu but at least 50 0/0 of the time it is not what is on the menu. Half the time we can not have soup or salad or fruit with our meal even though we are paying for that to be included in the meal. That is a sample of what is going on.

Very rude and lazy staff. Extremely rude and dishonest manager. Bait and switch rooms left my mom at farthest end of hallway with male residents coming in her room and bathroom numerous times. Had to send pictures repeatedly of dirty bathroom and full laundry baskets numerous weeks. Finally started taking laundry home and doing it myself. Couldn't get her out of that place fast enough. Also, I forgot to mention that mom lost 20+ pounds in the few weeks we had her there - they failed so many times to come let her know meals were ready and never gave her any replacement meals. And the meals in memory care are not good at all.

Make sure you stay on top of the aids, cleaning when supposed to, laundry when supposed to and management. They like to make excuses for themselves. My aunt didn't get her medicine for the first 6 days. Kept leaving dirty poop and urine and trash can in her room and smelled bad. Multiple days dried up poop left on the seat.

The administration is horrible. They won't return phone calls or emails .

My mother in love is a resident at this facility and she has been having problems with her medications. The pharmacy will send her meds over but the facility will lose them or cannot find them. These are opioids that are needed for pain management. They need some type of oversite with their handeling of scheduled medication.

Based on staff and care. No response to request for help/needs, medication not given, no visitation to room, bathroom covered in feces from nighttime until 3pm after several requests, left in hallway bent over back of chair after reported, injured falling out of wheelchair while attended by staff. Food: positive Cleanliness: building clean Room: positive Activities: excellent After 3 1/2 days Harmony's doctor recommended hospitalization. He walked in to Harmony. He was taken out on a stretcher. I've tried hard to find excuses for the lack of care including [name removed] attitude. I was there most of every day and had Carilion Hospice for support as well. Had his prescribed medication been given and just a bit of attention given to his needs, I believe he could have had a satisfactory stay. Our Carilion hospice representative can substantiate all issues.

It has been nearly a year since my mother was there so hopefully they improved. They were not capable of taking care of someone in her condition at that time. I transferred her to another facility after one month there. Be careful of facilities claiming they can do more than they are capable of. Diamond Ridge even sent a person to my mother's rehab location to evaluate her condition before accepting her. They made it sound so great how much they could help her. I even paid $2000 per month more for special care above the normal rate. Turns out they didn't have the staff to even provide basic care. I feel all they wanted was our money. They even staged the work station with two employees when we did the tour of the facility. The month my mother was there we never saw anyone there again when we visited.

Horrible. They do not care for the residents. They don't keep them dry. They administer meds they shouldn't be on. They let residents smoke in the building.

The overall experience has been a 1. Cleanliness, as far as cleaning his room, which is included in his rent, has only been done one time in six weeks. It’s supposed to be cleaned every week. Friendliness has been about a 3. Quality of care—who knows, because he doesn’t get any. Administrative staff has been a 2. We were lied to about multiple things. We were told we could move his furniture in by [Date Removed] as the new carpet was promised to be installed. We arrived on [Date Removed] to move furniture in and absolutely nothing had been done to the room. We made several calls, mostly unanswered, until we finally reached the salesman. After multiple calls, we learned that the carpet was not ordered. It took almost 3 weeks to get the carpet in and the room cleaned. He finally got moved in on [Date Removed]. We were told he would be compensated for the days he was not able to move in starting Dec 31. That was a lie. They did pay for Dunbar transfer to move him (costing [Amount removed]), but refused to compensate him for the rest. At [Amount Removed] a day, that’s hardly fair. Then the custodian threw away the bed slats to the bed and the brackets holding the mirror to his dresser. My BIL cut some wood for the slats so we were able to get the bed together. The brackets were supposed to be replaced, but as of today they have not. It’s ridiculous. The food has been a 4. Can't rate the activities because he hasn't participated in any. Value for money has been about a 3.

The communication is awful--stay on top of your loved one's care-- don't put your trust in the facility

Look elsewhere. Cleanliness was not a priority there. I saw a resident fall and hit her head and when I told someone, they did not jump to action. My father fell two weeks prior and then fell again after he got back up. Somebody saw him fall and hit his head and then watched him get back up only to fall again. Very disturbing and concerning. There is more, but I will leave it at that

Find somewhere else to take your loved one. This place doesn't know how to take care of memory care patients. They are also mean and rude.

Often times they would set her in the dining room and put food in front of her, but she could not feed herself. This was our experience a year and a half ago, I am not sure if things have changed since then.

During the ice storm in [date removed] not only did Harmony at Bellevue’s (Harmony Senior Services) generator only heat 3 common areas of the 1st floor of this 3-story 180-unit facility when temps dropped to -0.6°F to 2.1°F, they were also misleading in their emails to loved ones about the situation. They did not tell us that residents were having to sleep in chairs & their wheelchairs in those 3 common areas for warmth, or that the emergency outlets were not working consistently, or that they had a staff member guarding an exterior door to keep memory care residents from wandering off, or that the fire panel was not being powered so they were on a constant fire watch from [date removed]. We should have been told the truth about what was happening. The news footage shows that my mother's room was in the lower 50's after only the 1st day without power and before temps dropped to -0.6°F to 2.1°F. That’s minus 0.6°F. [website removed].