Phoenix Senior Living — operator review report

Reviews month by month.

Reviews per month across all communities, with the month’s average rating

reviewsaverage stars

What families praise and what they criticise.

Every review was tagged for the themes it discusses and whether each mention is positive or negative.

Share of reviews with a negative mention of each theme

Bar = this operator. Tick = the portfolio norm across 116,177 reviews. Red bars sit clearly above the norm.

this operatorabove the normportfolio norm

Share of reviews with a negative mention — Responsiveness 4.1% vs 3.3% norm; Safety & falls 4.5% vs 3.6% norm; Staffing levels 4.1% vs 3.2% norm.

Most praised

staff goes above and beyond ×2clean facility, caring staff, fun activities, tasty foodstaff pleasant, happy, amazing carebeautiful place, caring and efficient staffstaff kind, caring, supportive communityactive lifestyle, excellent staff, comfortable end-of-lifetop notch care with phenomenal serviceloved one thriving, enjoys activities

Strongest themes: Staff attitude (184), Building & amenities (79), Activities (62), Cleanliness (34).

Most criticised

unprofessional, illegal usury rates chargedsevere staff turnover, medication errors, inadequate coveragecorporate focus on profits, lack of compassionfather left unattended after fall for hourslong periods without hygiene checkspoor management, awful food, no call on hospitalizationprevious facility neglectfulno response to tour booking requests.

Community by community.

Sorted by confirmed falls, then share of negative reviews. Community names are anonymised in the preview.

Community	Location	Google ★	Reviews 12 mo	Avg ★ 12 mo	Negative	Response complaints	Confirmed falls
Community A	NC	4.2	5	3.40	40%	1	2
Community B	GA	4.6	10	4.70	10%	0	2
Community C	FL	4.1	12	4.08	20%	2	1
Community D	GA	4.6	6	4.33	17%	1	1
Community E	GA	4.5	12	4.92	0%	0	1
Community F	GA	4.4	3	1.00	100%	1	0
Community G	VA	4.2	2	4.50	100%	0	0
Community H	AL	4.8	1	3.00	100%	0	0
Community I	VA	4.1	5	3.20	50%	1	0
Community J	LA	4.6	3	4.00	50%	0	0
Community K	KY	4.6	2	3.00	50%	0	0
Community L	KY	4.5	7	3.00	40%	0	0
Community M	AR	4.6	6	3.67	40%	1	0
Community N	SC	4.6	5	3.40	40%	0	0
Community O	GA	4.5	3	4.00	33%	0	0
Community P	SC	4.6	3	3.67	33%	0	0
Community Q	MO	4.5	12	4.67	25%	1	0
Community R	SC	4.6	8	3.88	25%	1	0
Community S	NC	4.2	6	3.67	25%	0	0
Community T	GA	4.4	17	4.29	20%	1	0
Community U	GA	4.2	17	4.41	17%	0	0
Community V	GA	4.4	13	4.38	15%	0	0
Community W	GA	3.7	9	4.56	13%	0	0
Community X	AR	4.5	26	4.85	5%	0	0
Community Y	AR	5.0	15	5.00	0%	0	0
Community Z	AR	4.7	9	5.00	0%	0	0
Community A1	NC	4.9	8	5.00	0%	0	0
Community B1	NC	4.1	7	4.86	0%	0	0
Community C1	GA	4.5	7	4.71	0%	0	0
Community D1	GA	4.4	6	5.00	0%	0	0
Community E1	AL	4.7	6	5.00	0%	0	0
Community F1	MO	4.6	6	5.00	0%	0	0
Community G1	VA	4.1	5	4.80	0%	0	0
Community H1	GA	4.3	5	4.40	0%	0	0
Community I1	AL	4.7	5	4.20	0%	0	0
Community J1	SC	4.5	5	5.00	0%	0	0
Community K1	GA	4.1	4	5.00	0%	0	0
Community L1	AL	4.8	3	5.00	0%	0	0
Community M1	GA	5.0	3	5.00	0%	0	0
Community N1	KY	4.3	3	5.00	0%	0	0
Community O1	LA	4.7	2	3.50	0%	0	0
Community P1	AL	5.0	2	5.00	0%	0	0
Community Q1	GA	4.9	2	4.50	0%	0	0
Community R1	KY	4.5	2	5.00	0%	0	0
Community S1	GA	4.5	2	5.00	0%	0	0
Community T1	KY	4.2	2	5.00	0%	0	0
Community U1	KY	5.0	1	5.00	0%	0	0
Community V1	KY	4.5	1	5.00	0%	0	0
Community W1	GA	4.5	1	5.00	0%	0	0
Community X1	AL	5.0	1	5.00	0%	0	0
Community Y1	LA	–	0	–	–	0	0
Community Z1	SC	–	0	–	–	0	0
Community A2	MO	–	0	–	–	0	0
Community B2	GA	–	0	–	–	0	0
Community C2	SC	–	0	–	–	0	0
Community D2	AL	–	0	–	–	0	0
Community E2	MO	–	0	–	–	0	0

Falls and response times.

Reviews mentioning a fall were read and classified one by one; only confirmed physical falls are listed.

7 confirmed falls described by reviewers in twelve months; in 3 the response is described as slow or absent. Portfolio norm: 0.97 confirmed falls per 100 reviews; this operator: 2.87.

Community	Date	Rating	What happened	Signals	Injury
Community	2026-08-17	★☆☆☆☆	Stepfather's serious injuries from fall questioned by EMS.	found on floor, hallway/common area	head injury	view
Community	2026-05-27	★☆☆☆☆	Husband fell; facility provides poor medication care.	slow response	hospitalized	view
Community	2026-05-08	★★★★★	Husband received excellent end-of-life care after fall.		—	view
Community	2026-03-18	★★★★★	Mom fell in January; staff provided excellent supportive care.		—	view
Community	2025-12-08	★☆☆☆☆	Father fell twice left unattended for 3 hours.	found on floor, not noticed	fracture/broken bone	view
Community	2025-10-28	★★★★★	Mother fell breaking hip, now thriving with excellent physical therapy		fracture/broken bone	view
Community	2025-09-30	★★★★★	Resident fell	slow response	—	view

Waiting for help

“My mom is in this place. The food is horrible and my mom has been left having to use the bathroom for more than an hour! My brother, sister in law and I called the front desk on the weekends about 8 times ! No one answered. This is NOT excusable or ok! This happened 2 times too many. There's no front desk workers on the weekend...makes no sense!”
★☆☆☆☆ · 2025-12-07 · The Retreat at Decatur · source

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