Harmony Senior Services

We initially were very pleased with the memory care unit and confident when deciding to place our loved one in Harmony. However, our experience was devastating. To simply summarize: high turn over rate of staff, no communication, conflicting information between staff to family members, no housekeeping or laundry done despite what we were told. This is based on personal visits to find dirty linens, clothing, and apartment. We tried everything to facilitate interventions, especially for personal hygiene issues. There was no follow through, we found him dirty and isolated.. This may not be everyone's experience but I recommend if you choose Harmony you call and visit as often as you can .Take a proactive approach to hold Harmony accountable to their statements about care offered. Most importantly, be proactive by calling and monitoring your loved one's health. We found our loved one very sick with no contact from staff and no medical interventions done.

I would not consider or recommend this community to others based on our experience.

Please practice fairness and equal treatment to all Memory Care residents. Below is the timeline of my loved ones eviction. He is a Vietnam vet who suffers from FTD. Who spent 2 weeks there. On 14th day: *Director CALLED & said my dad can only stay if he improves in 2 weeks. 4 hours later, she EMAILS & states he has 30 days to leave. *His meds were mismanaged; was only given AM dose of 2part med. *Did not wash his sheets for 17 days. Stained and bug ridden *Found urine drenched towel in shower. *Furniture was extremely dusty & had a bug. Saw 3 spiders in closet. *No ventilation in room. *Doorbell to facility is broken. Wait time for response 15 in+. *No diversity. Dad was only resident of color in Memory Care. *Staff untrained on assisting sufferer of Picks (FTD) *Tried for 5 days to return room keys. No reply to calls or email.

Resident care requirements in a Memory Care Unit are very high due to residents needing help with everyday activities. This unit is understaffed. Turnover is high in both management and at the resident aide level. Understaffing leads to lack of basic care. Complaints about issues to upper management seem to fall on deaf ears. I have been told that their staffing exceeds state requirements, yet it clearly does not meet the requirements of the residents. There are very few activities for the residents. They spend the majority of their time watching TV. There is no staff member in charge of activities for these residents. Many of the aides that are there are very dedicated and hard-working, but they cannot keep up with work and entertain the residents as well.

The building looks clean, I'm not happy with the housekeeping for my loved one's room. The housekeeping has only vacuumed for 5 minutes, they don't pick up the rugs to vacuum under the rugs, dining rooms. The water is black by the time housekeeping gets to my loved one's room to mop. The housekeeper was snarl and doesn't have much of a personality. The community as a whole is clean. The staff walk in whenever they want, without knocking. The food is not edible, and charge [amount removed] to deliver the food to the resident's rooms. This was not discussed prior to moving in. The reason for the price is to discourage the residents having meals delivered. The community expects you to sit at a table with a stranger, and my loved one isn't wanting to do this. During COVID they would deliver the meals, and now the community isn't doing this. The staff are friendly to your face. The community doesn't keep a lot of staff. The staff will say they will do things, and won't follow through. The administrative and sales teams won't reply to calls or emails. The portion size got better, but not the taste with the new chef. There are a lot of activities offered for the residents to participate in. My loved one doesn't want to participate in the activities. They want to be left alone, and only wants to be seen when they are feeling well and dressed.

The marketing team should be a little more sensitive to those incoming residents who are making difficult decisions. The community isn't working with us, even though our contract wasn't complete. We would like to get money back and they haven't cooperated with us.

Management has violated independent living contracts 3 times now. 1. $75.00 vivid fee added to rent. 2. 24 hour concierge at desk no longer exists. Independent living residents are now locked in or out of their homes from 9:00pm to 9:00am. Phone calls must be made to nursing staff in memory care to leave their patients and come to open the door. Wait times upwards of 35 minutes. No one is available to answer pull cord in case of emergency. 3. Executive director installed a camera in the main lobby to watch residents. She can view the camera on her phone at all hours. This is a clear violation of the camera policy inside the building and a violation of HIPPA laws. All three scenarios are in violation of Contracts for Independent Living residents.

I have been here 15 months and they have increased my monthly prices quite a bit. During COVID they added a $75 charge which was against my contract. The food quality and the portion sizes have gone down ever since COVID. Also, now they only have someone to take us to the doctors on Tuesday, so everyone is trying to book the vehicle for that day. Many of the things they say and do do not match up. Overall, just not a very good experience especially since the virus.

Do NOT move your loved one to Harmony at Harbour View. I would give this facility 0 stars if I could. In July of 2020, 8 patients died of COVID-19 and 30 staff members were infected. Harmony at Harbour View failed to inform residents and have tried to hid the outbreak. Communication from the administration and empathy of the staff members is horrible. My grandfather was one of the residents who passed from COVID and Harmony at Harbour View couldn't even send a condolence card. My family is heartbroken and we do not want anyone else to go through what we did.

We felt maintenance didn't properly keep up with things and the floors and pool were often dirty. The management staff was not very good. Most of the staff were unfriendly. They have a very high turnover rate among the staff as a result. There were plenty of activities and those were pretty good. Management does not like to stay on contract and after the first year, they tried to increase our monthly expense pretty significantly. I ended up needing to go to corporate and they ended up letting us out of our lease early. We felt like they were creating a hostile environment for our grandmother. After inquiring about the lease, we felt that management was hostile towards us. It also took 2 to 3 weeks for maintenance to resolve any issues we brought to them. The food was also terrible. We would not recommend The Chamberlin. There are other communities in the area that have better staff and are much cheaper.

Over the phone and in the initial sales appointment the sales folks described a wonderful community that was lots of fun and warm, when I visited with my Mother to tour the property it was not at all what they said. The public restroom was filthy and the toilet was clogged. It was dark in the dinner areas. There were no people enjoying the games we were told about. It was very quiet and felt cold. The sales person who was speaking with us seemed more concerned about rent amounts and how we planned to pay then actually showing us the rooms. We didn’t like it very much at all. We encountered one person who lives there on our way out and asked them if they enjoyed it there? He said initially but now they wished they had never moved there. They said they cared about one thing most. Their money and a budget? Needless to say searching for a place was quite exhausting. And I had wished we had more accurate reviews when we were searching online. That’s why i am taking the time to review all of the places we visited. So obviously we did not choose the Crossings at harbor view. It was last on our score card. We did find a great place however after two weekends and six visits. Good luck to all searching for a decent place.

Too expensive and other residents I have spoken with felt on several of the amenities became in their words a Bait and switch or bait and get nothing in return.

I would not leave my dog in this place. They did an assesmemt for my grandmother & accepted her. She had a stroke & needed help with alot of her daily needs. The staff is a joke! They are there to collect a paycheck & thats it, they do NOT do their job. There was someone coming in to see my grand every day, the condition we found her in each time was appaling. Also, it does no good to complain to adminis. she gets an attitude, & is to busy, having a no accountability attitude to address concerns. We expressed our concerns to her & the head nurse & supervisery nurse multiiple times to no avail. We finally took grand out of this crappy place. Remember, when visiting the decor is very nice but the care is horrible!

Cleanliness - It is a new facility. However it will not stay clean long If Harmony continues to not hire enough housekeepers ( and retain them). To clean the facility on a weekly basis. Friendliness of staff - some staff members are genuinely friendly and kind. Others pretend to be friendly but lie and talk about residents behind their backs. Quality of care - not enough staff to meet patients needs Meals/Dining - They do not meet residents dietary needs. Often use pre packaged meals made elsewhere. Activities - limited activities not much of a variety for men and women but especially for men Value for cost - price was lower than other continuing care facilities "But as the saying goes, " you get what you pay for." If you need a continuing care facility short term/respite care. For longer make sure you give your notice 90 before you plan to leave. Otherwise I would not recommend Harmony of Hanover. We had to move my parents out of Harmony of Hanover. My dad needed a gluten free diet. My mom had to cook 3 meals a day for him in independent living. Then when my dad needed assisted living Harmony refused to accept my father into assisted living. In spite of saying by law they were required to serve gluten free food for my father. Harmony did not serve gluten free food. My father got sick multiple times when eating their gluten free food. Harmony offered very few gluten free food items. Harmony charged both my parents for meal plans even though they didn't eat downstairs. My mother in her 90's had to grocery shop and prepare 3 meals a day. Harmony basically threw my father out when he needed assisted living. On top of kicking my father out they made my mom remain as a resident because Harmony required a 90 day notice. My father was required to pay for a 30 days notice after Harmony refused to accept him into assisted living. So for the first time,in over 65 years of marriage my parents were forced to be separated for 3 months. We had to get respite care for my dad in two other facilities until we were able to get him into the Barrington, by Chippingham hospital. The Barrington does serve gluten free meals. My dad needed assisted living in [date removed]. The stress of being apart from my mom and having to move multiple times was extremely bad for my father who was in 93. Yes I say was because my father died [date removed]. I would not recommend Harmony of Hanover to anyone!!! The sales representative will say anything to get you in the door. Then "Corporate " changes any part of the contract you have with Harmony without notice. Multiple managers, chefs, housekeepers and billing employees were hired and fired while my parents were at Harmony of Hanover. I feel terrible for the residents who are not having their needs met but don't have family and finances to move out of Harmony.

Harmony was horrible. Two days before my friend died there, I found him in a wet diaper and a shirt, with one sock on and one sock off. Nothing on his legs. He was laying on a mattress with no sheet, pillows had no pillow cases, and he was yelling for help. I took pictures and sent them to [name removed]. I never heard from them. He was supposed to have hospice. No one was in the room with him. I walked away crying. Sad. He was fine the week before. I don't know what happened. I would never send anyone to this place.

Our experience was awful, the only good thing about Harmony is the dining room, the food service, the physical therapist which were just outside services, and the sales lady she was amazing. Harmony is a beautiful place, the building itself is gorgeous, but we would never recommend this community to families. They charged us for level 5 care and our loved one was nowhere near level 5 care, and the care she didn't receive was almost non existent. There was a week where she went without a shower and there was little communication, the head nurse doesn't take any responsibility. A lot of residents living there now are leaving Harmony.

It is not Harmony itself, it is the lack of staff and the uncaringness from the staff members that they do have in the memory care part of the facility. I would not recommend this part of the facility for others who are looking for their loved ones. When you go in here, they tell you everything that you want to hear, but the promises are not kept.

If they were friendly, I felt like it was only because they were trying to sell you something they couldn't provide. The activities were ridiculous - they would parade people from the independent living over with food and make a big deal. They would have them sit there and treat the people who were on the Alzheimer's unit like children. And they allowed people from the Alzheimer's unit to go to a wine and cheese party and drink as much wine as they wanted to, in spite of the fact that they were on medications. Which was not a great idea. Safety was a big issue. My loved one was able to get out of the back gate from the courtyard into the parking lot. And they had a gentleman on a daily basis who would kick open the door from the dining room into the courtyard. During Covid, no one wore their masks, including the executive director, the heads of the units, the nursing staff. They would wear them either under their noses or around their necks. That was so appalling to me. Among other appalling things. To be honest, they have a memory care unit, but the staff does not have the proper experience. They could not control any kind of memory related behavior. Once a day for a month, they required a family member to sit in our loved one's room overnight so he couldn't get out. Instead of having somebody work with him, they put it on the family. They have some very nice nurse's assistants and techs that were very good people who cared about the residents, and those were the lowest level people on the unit. Yet they cared the most and did the most to help the residents. My sister never met the medical director, and I met him only one time. He never called her when he changed medications for our loved one, or let us know when he would be there for rounds so we could talk with him. Nothing. They have a great marketing team, and they sell it really well. But once you get in there, the people who are providing the care are nothing like what the marketing team is selling. It was terrible. The unit director and at least two other staff members were fired. It starts with the director and the activities director not wearing masks. How would they expect anyone else to do it if they don't? I even had the activities director tell me "We'll see after the election if this even remains a thing." There were definitely staff that didn't want to put up with anybody who wasn't sitting in a chair docile. Our loved one was younger and more active, and they did not like that. Our loved one went downhill so fast after moving in here. And the way they handled everything compounded my sister's grief so much. It's one of the most expensive places in the area. We did a lot of research, and everything they said sounded like exactly what you would want for your family member. But they did not live up to any of it. It's just really poorly run from the top down.

I would not recommend this community to anyone. You can't oversee what's going on readily. Not that you should have to. I was on top of knowing all the details of our loved one's care, and we still had a bad experience. There was overall gross mismanagement of prescription medications. Our loved one was given insulin many we provided that were never administered to him at all. We believe our loved one was given someone else's prescribed medicine which landed our loved in the hospital, and they would take no responsibility for it. They were very friendly until this mismanagement, and then they wouldn't say a thing to me afterward. They also put me on undisclosed conference calls when I called afterward. They're not awful people, just very poorly trained. They never once acknowledged what they did and said they were sorry. Initially we were impressed with the value. These were amazing rooms with a nice sized living space and bathroom. The community was allowing visitors in, and not all places are right now. I feel like they robbed me of the great experience we were expecting there. Everything would have been 4-5 star ratings before the medication mismanagement. There was no way we could bring our loved one back here, as he was not safe here. Do not bring your loved one to Harmony.

Please do not place your loved ones at Harmony Harbour View in Suffolk, VA. The corporate management at this facility is terrible. Communication with families is nonexistent. You have to email or call to receive information about your loved one and when they do finally respond it is a phone call so there is no printed record of what they are telling you. There are wonderful, caring aides and LPNs who do care about the residents. But everyone from the interim executive director to all floor managers (in assisted living and memory care) have abysmal interaction with residents’ family members. When Harmony opened the facility to families the first week of July we visited my father with masks on and stayed six feet away. Some aides were not wearing masks. My father died on [date removed] due to the COVID-19 outbreak that, according to the staff, was likely due to an infected staff member. Eight residents have died and 30 staff and residents have been infected. Harmony does not want families or current residents to know this. Six weeks after my father passed away we were allowed to come in and move his things out of his room. We were told the room would be cleaned. They had six weeks to get it done. Not the case. There were used Depends in the trash. Toilet paper scraps on the floor that had fecal matter on them. There was a pile of disposed plastic tubing left in a corner. Food spills left uncleaned on tabletops and the list goes on and on. This is the room where my father passed away. There was some sort of fogger used to “disinfect” the room still standing in place on an overturned trash can. We are guessing this is how Harmony “disinfected” the room. We don’t know because there is no communication with us. Every since Harmony bought this facility from The Crossings everything has gone downhill. They are buying up facilities all over the country. There are no registered RNs on staff. Their billing system is a mess and no one can give you a direct answer. And overall communication with the management care staff, as I said, is disgraceful. It is very clear that Harmony doesn’t care about its residents; many of whom are veterans. Please do not bring your parent, grandparent, aunt, uncle or friend to this facility. And if you have a loved one on the assisted living or memory care floors right now – please move them out. Your loved one is worth much more than the corporate dollars lining Harmony’s pockets.