The Pines at Heartwood
Limited public data on The Pines at Heartwood. Call, tour, and ask to meet current residents' families — your own impression matters most.
based on 18 Google reviews
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What this means for your family
Given the consistent and serious reports of bed bug infestations and poor communication, we strongly advise families to conduct a thorough, unannounced tour and ask directly about the facility's pest control logs. While some reviewers praised the physical updates, the recurring safety and hygiene concerns reported by multiple families are significant red flags that warrant caution.
Google Reviews
Google Reviews
18 reviews on Google“The Pines at Heartwood faces severe criticism regarding hygiene, specifically recurring bed bug infestations and reports of filthy living conditions. Families have expressed deep frustration over poor communication, neglectful medication management, and a lack of responsiveness from the administrative team.”
Quality Themes
Tap a score for detailsStrengths
- Friendly initial admission staff
- Modernized room updates
- Spacious facility layout
Concerns
- Recurring bed bug infestations (mentioned by 3 reviewers)
- Poor communication and unreturned calls (mentioned by 3 reviewers)
- Neglectful medication management (mentioned by 2 reviewers)
- Filthy facility conditions (mentioned by 3 reviewers)
Rating Trends
Tap a year to see what changed
Distribution · 22 analyzed
How They Respond to Reviews
This facility rarely responds to reviews.
Questions for Your Tour
- 1I noticed the facility has undergone some modern room updates; could you walk us through the current protocols you have in place to ensure these living spaces remain clean and pest-free?
- 2Effective communication is very important to our family; what is the standard process for staff to update us regarding any changes in care or health status?
- 3Could you explain the oversight process for medication management to ensure that residents receive the correct dosages on time, every time?
- 4We saw that you have been active in responding to feedback online; how do you incorporate that family input into improving the daily dining and care experience here?
- 5With 86 residents, how do you foster a sense of community and what specific activities are planned to keep residents socially engaged throughout the week?
- 6In the event of a medical concern or emergency, what is the immediate chain of command and how quickly can we expect to be notified?
Personalized based on this facility's data
Key Review Excerpts
“Took a family member home recently for holidays. They failed to inform us about the bed bug infestation inside the facility. Now because of that neglect, our house is completely infested with bed bugs.”
“Barest of care, no call when loved one goes to hospital, sometimes are out of meds, rooms/sheets are filthy, phone calls to director and staff go unreturned.”
“I have called here and have been left on hold for over an hour, numerous times. If you truly love your ppl this is NOT where you want to see them.”
State Inspection History
State Inspections
Source: NY Dept. of Health
Key Findings
125 violations from 42 inspections
Nov 14, 2025Complaint12Report
Resident funds and valuables
Resident services
Resident funds and valuables
Resident services
Records and reports
Personnel
Personnel
Environmental standards
Resident services
Records and reports
Resident services
Environmental standards
Nov 5, 2025Routine29Report
Responsibilities of providers; required notif
Resident services
Resident services
Food service
Personnel
Environmental standards
Admission and retention standards
Food service
Personnel
Environmental standards
Admission and retention standards
Resident services
Resident services
Food service
Personnel
Environmental standards
Disaster and emergency planning
Resident protections
Resident services
Resident services
Personnel
Records and reports
Disaster and emergency planning
General provisions
Resident services
Resident services
Personnel
Records and reports
Disaster and emergency planning
Aug 18, 2025Complaint
Environmental standards
Resident services
Resident protections
Environmental standards
Admission standards
Environmental standards
Environmental standards
Jul 31, 2025ComplaintCleanReport
No deficiencies found during this inspection.
May 6, 2025Complaint
General provisions
Mar 6, 2025Other
Records and reports
Mar 5, 2025Complaint11Report
Admission standards
Resident services
Environmental standards
Resident services
Environmental standards
Admission standards
Records and reports
Admission standards
Resident services
Resident services
Disaster and emergency planning
Jan 21, 2025Other
Records and reports
Ownership & Operations
Who Operates This Facility
Troy Crossings, LLC
for profit
Contact
Get in Touch
Contact this facility directly and verify the details that matter most to your family.
References & Resources
Google Maps
Photos, directions & neighborhood info
Google Reviews
18 reviews from families & visitors
Official Website
Visit pinesatheartwood.com
Medicare data downloads
Original nursing home datasets
NY DOH — View Official Record
Public-record source of inspection history and licensure data shown on this page
EveryPlace is a research directory. Facility information is compiled from public sources — Medicare.gov, state licensing portals, Google Places, and publicly available street-level imagery. Listings do not constitute endorsement, recommendation, or advertisement, and we do not accept payment for placement. Families should verify all details directly with the facility and the original sources linked above before making any care decisions. See our Research Policy for our editorial standards, correction process, and image-removal policy.
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