The Grand Senior Living

We Love the high end dog spa at The Grand! Keeping the grand-pups nice and clean.This is a wonderful feature. It has all the essentials of a professional dog wash.

Let me start by saying that The Grand is a beautiful facility and is very inviting. The person they have “selling” The Grand is great at her job but once you’ve moved in, very little of what you’ve been promised is what you actually get. Their gourmet dining room experience is anything but. I’m pretty certain that the prisoners in jail are getting better tasting food. The coffee is weak and nasty. It’s worse than hospital coffee. With what my father is paying to live there, he should be getting amazing coffee. He was promised professional weekly housekeeping which took 2 weeks to get started and is subpar. Whoever is teaching the housekeepers how to clean needs to be fired. The maintenance staff is a joke. The lead, Brian, is rude and unprofessional. It takes 3 workers to get anything done and they come unannounced, unprepared, and consistently try to explain why they can’t do what we were assured could be done. All of these complaints have repeatedly been voiced to upper management, (Sherry), which have obviously fallen on deaf ears. We feel like we were oversold and they have under preformed.

I am thoroughly disappointed in The Grand. I posted a negative review of the facility and they immediately respond with a canned response asking me for my contact information so they could reach out and discuss. I provided the information the very same day. 2 days later they edit their response to a fluff, oh so sorry, reply and ask me for my contact information again, which I immediately provided for a second time. It’s two weeks later and I still have heard nothing from The Grand and nothing at the facility has changed. The coffee and food are awful, there’s trash overflowing in the fire escape and all we get from the upper administration (Sherry) is lip service and non-truths. Moving my father to an independent living facility after my mother died was a very difficult decision to make. We chose what we thought was the very best place. Sadly, we were wrong.

Deeply Disappointed in The Grand – A Facility in Decline The Grand was known to be a premier senior living facility in Louisville as well as one of the most expensive facilities when we moved our father in. However, since Sherry took over last spring, the quality of care and services has plummeted. Her approach is consistently disingenuous—telling families what they want to hear while making promises that go unfulfilled. We've been assured multiple times that issues in our father's apartment had already been resolved, only to find nothing has been done when we visit. It's beyond frustrating. The dining experience is equally disappointing. When my siblings and I join our father for meals, the wait times are outrageous, the food is cold or stale, and they frequently run out of basic menu items. The chef even told residents to come find him if their food hasn’t arrived in 30 minutes—yet he’s nowhere to be found and this is not an acceptable wait time Coffee and iced tea are consistently watered down, and they often claim to be out of coffee altogether. It’s clear there are cost-cutting measures in place that directly impact residents’ quality of life. Housekeeping is a joke. Their standard of clean is appalling at best. They either skip rooms or claim “general cleaning” has been done, but basic tasks like changing sheets, mopping and cleaning bathrooms are neglected. An outside, professional cleaning crew with daily oversight needs to be hired. It is painfully obvious that the current management simply cannot keep up with all these departments that are failing and losing employees constantly. The activity calendar is pure fiction. We've tried to take our father to movie nights and lectures listed on the schedule, only to find the theater dark and staff unaware of any such events. The front desk staff doesn't even know how to turn the movie screen on. A resident living across from the theater confirmed she’s never seen it used in the 3 months she has lived there. Activities like the “brisk walking club” and “Curiosity Lectures” are advertised weekly but simply don’t exist. Even more troubling, they recently promoted pickleball—a high-risk activity for seniors prone to falls and ER visits. The Grand provides far less activities than other senior living centers in the area as well. We were told the activities director was absent for months and that some events are “resident-led,”. While that is fine for a resident to start a weekly card or poker game, it is unacceptable to list those things on the calendar of events that the other residents have to have an invitation to personally join that group. The activities director for independent living returned sometime in September but the activities have stayed the same. There is also a huge lack of outings and weekend activities. It must be easier to print a fictitious calendar that gives potential residents the idea that there are all these activities going on than to provide real, safe, and enriching activities for elderly residents.The Grand is selling a high end lifestyle of amenities—dining, housekeeping, engaging activities—that they consistently fail to deliver. Staff turnover is alarmingly high across all departments, which points to serious management issues. Sherry’s default excuse with anything is that they’re short-staffed and working on it, but nothing ever improves. You can only sweep things under the rug for so long before you lose good staff and high paying residents. As much as my father would love for his friends to follow him to The Grand, he cannot in good conscious tell them anything positive about the property other than it is a beautiful facility. Civitas needs to take these repeated 1-star reviews seriously. A reputable senior living facility cannot thrive without happy residents and a happy staff. We urge corporate leadership to stop issuing canned responses and actually address the systemic problems at The Grand. Our loved ones deserve better.