Assisted Living Investigative

Horizons

Name: Public quality & inspection record for Horizons
Creator: EveryPlace
License: https://everyplace.care/research-policy

Reviewer concerns include unprofessional and rude staff interactions (mentioned by 4 reviewers) — investigate before committing.

3132 State Route 21 South, Canandaigua, NY 14424|76 beds|Licensed & Active

Source: NY DOH — view official record

Google rating

2.7/5

based on 12 Google reviews

(585) 396-3390 Directions Website

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What this means for your family

Given the serious allegations regarding facility hygiene and staff conduct, we strongly advise families to conduct an unannounced tour to inspect cleanliness personally. Please be cautious regarding the facility's discharge policies, as multiple families have reported being asked to move their loved ones shortly after admission.

Google Reviews

12 reviews on Google

“Horizons is currently facing severe criticism regarding its cleanliness, specifically reports of bed bugs and a generally filthy environment. Families also frequently report rude and unprofessional behavior from staff members, with some reviewers alleging that residents are abruptly discharged after being promised long-term care.”

Quality Themes

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Strengths

Administrative staff responsiveness
Director engagement

Concerns

Unprofessional and rude staff interactions (mentioned by 4 reviewers)
Presence of bed bugs and poor facility cleanliness (mentioned by 2 reviewers)

Rating Trends

Tap a year to see what changed

Distribution · 13 analyzed

How They Respond to Reviews

0%response rate

Questions for Your Tour

1I noticed the administrative team is very hands-on here; how does that leadership style translate into the day-to-day culture and training of the care staff?
2Could you walk me through the specific protocols and frequency for housekeeping and pest prevention to ensure a clean and comfortable living environment?
3What steps are taken to ensure that all staff members maintain a professional and supportive tone when interacting with residents and their families?
4I understand that dining is a central part of life here; could you tell me about the current menu planning and how you incorporate resident feedback to improve the dining experience?
5How does your team handle communication with families regarding daily updates, and what is the best way for us to stay informed about our loved one's well-being?
6What does a typical daily activity schedule look like for residents, and how do you encourage participation among those who might be more reserved?

Personalized based on this facility's data

Key Review Excerpts

“They currently have bed bugs in which residents have been holding in their hands and maintenance takes the bug from them after them saying it’s a bedbug and squishes it and says “what bed bugs””

Family member of resident · 2025★☆☆☆☆

“The staff is incredibly rude and unfriendly to visitors AND residents. I’ve also heard staff talking about bedbugs. The place is filthy.”

Family member · 2025★☆☆☆☆

“They will promise you the world only to kick your loved one out after 5 months.”

Memory care family member · 2022★☆☆☆☆

Source: 12 Google reviews

State Inspection History

State Inspections

Source: NY Dept. of Health

13total

10deficiencies

Key Findings

10 violations from 13 inspections

Nov 26, 2025ComplaintNo deficiencies

CleanReport