Heartis San Antonio

My loved one has been here over one year. We stayed through the switch in management. Honestly things have gone downhill. Right now most of the management positions are vacated. New Director coming Sept 15 I think. We were told there were medtechs on every floor. This has not been the case since we got here. Normally there are 2 or 3 medtechs running around trying to cover all residents including memory care . It was a struggle getting meds on time for most of our stay here. Just a fact. Staff is constantly quitting. They have staff performing duties they should not be doing. For instance medtechs working the dine area and serving food instead of handing out meds like they should be doing. Currently they are down to 1 housekeeper. No I'm not kidding. My loved ones room didn't get cleaned for 3 weeks. Yes 3 weeks and I find out that it's because the person in charge of her decided that cleaning the building was a priority over cleaning the residents rooms. So dusting picture frames and cleaning stairwells took priority. Unacceptable. Guess he wants to look good for the new director maybe. At least on his end anyway. Let's not worry all these residents are not getting the cleaning they are paying for. Kitchen has no one in charge. Literally. They use to print out menus and actually have eating choices. Nope. That went out the window along with quality of food and the quality of cooked food. Most days have become hit or miss on can you eat this. They charge $10 extra per meal...$30 per day to deliver meals to the room. Ok thats standard. But what's not standard? The fact that those residents who choose to pay for this service are put on the back burner until the kitchen feels like getting around to delivering them and the time frame is getting longer and longer even though the facility changes extra. I had to go down to the kitchen myself at 1:20 pm because she didn't get lunch and this has been more than once. Much more than once. Also they run out of stuff so the residents getting meals delivered get whatever seems to be left over instead of what everyone else gets. We have had instances of milk being served in dirty glasses, dirty dishes being left in the room all night, trash being left for a day or 2 and mind you I do all my loved ones personal care like her showers and her laundry even though she pays for these services. I do it. Not them and still we have all these problems. Buyer beware. If it's happening to my loved one I can almost guarantee it's happening to all the others who have no one thats here all the time to speak up for them. There needs to be some serious oversight that needs to happen here and the worse part is there is no corporate phone # I can call and complain to. Trust me I have tried. For what she pays this place is becoming not worth it and things are getting worse not better.

Randell, the maintenance Director, is a one of a kind worker. There are no lengths that he wouldn't cross to ensure the tenants are well taken care of and comfortable. He is truly the lifeblood and the beating heart of this property that keeps the success of this property pumping. The property owners and/or shareholders made a solid choice bringing him onboard; one that they, nor the residents, would ever forget or regret.

Big shout-out to Margot and Andrea for their kindness and support in stepping up to help mom when the previous shift dropped the ball. It’s so wonderful to see people like them making a real difference and showing care when it's needed most! 🙌💖