3.2(17 ratings)· Troy average: 4.4
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An automated summary of family reviews and public information. Not verified by MyLivingChoice; confirm services, staffing and pricing with the community.
Reviews for The Pines at Heartwood are overwhelmingly negative, with a 3.1 rating built mostly on 1‑star complaints. Multiple families report a long-standing bed bug infestation, dirty linens and rooms, medication and staffing problems, and difficulty reaching management or getting basic communication about a resident's condition or death.
AI-generated from reviews and community data.
The Pines at Heartwood An Assisted Living Community is a senior living community in Troy, New York offering Assisted Living. Amenities include Gathering / Activity Spaces, Social Activities and Housekeeping. Families rate it 3.2 out of 5 across 17 reviews.
The Pines at Heartwood is an 86-bed assisted living community in Troy, New York, offering Medicaid-approved care designed to promote independence, dignity, and personal choice. Situated in a pine-filled setting just off the main highway, the community balances a serene natural environment with convenient access to local shops, dining, medical services, and cultural attractions in Troy's vibrant area.
The community provides post-acute rehabilitation and long-term care services, including medical and therapy services. Daily programs and amenities are designed to foster engagement, with social activities, fitness pursuits, creative programs, and events throughout the week.
Residents enjoy scenic walking paths within the wooded grounds and benefit from an environment intended to support overall well-being. The community's approach emphasizes creating an uplifting, supportive atmosphere that nurtures physical, mental, and social wellness.
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Help Me Choose3.2overall · 17 ratings combined
3.2★ on Google (17)
Stefan’s Suga
Mar 2026
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. This place is horrible. Avoid sending your loved ones at all costs.
Ronald “Wiggymyers83wg” Myers
Mar 2026
Hi my name is Ronald Myers and I like to get in the in please I love the picture of the place
patti malone
Oct 2025
Name should be Pines at Heartless. 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, in house doc who is only there on Saturday, aren’t interested in making dentist appointments for residents. My brother died two months ago and still no contact indicating condolences or procedure to obtain belongings. Huge disappointment.
simply mii
Dec 2024
Seems like the only people happy are the ones dropping off their "loved ones". It's sad that people don't put more effort into looking for places for their loved ones. Bed bugs is a serious issue and if they have to spray weekly most likely their not going away. Code enforcement might have to inspect or someone in a higher power. That sucks to hear this.
Juneame Lopez
May 2024
This place is filthy. They have a bed bug infestation that they have been dealing with for at least 8 years. DO NOT PUT YOUR LOVED 1 IN HERE. When they hire ppl they don't tell you about the bed bugs. When they admit new residents they don't tell them about the bed bugs. Since they allow the residents to keep their rooms looking like a dumpster site that definitely doesn't help the situation. This place should be closed down and the state is aware and yet they allow them to remain open cause the place is treated every Friday for the bed bugs. They never going to get rid of them. They have NO good linen for the residents. When the rooms are treated weekly they simply wash the sheets that are filled with the bed bugs. In all reality they should be burned. Fire and extreme heat is the only way to get rid of the bugs. Fumigation does not kill bed bugs. They have the nerve to expect the best out of their employees you can't get the best under these conditions. This place is a joke. It's disgusting.
The Pines at Heartwood An Assisted Living Community offers Assisted Living.
The Pines at Heartwood An Assisted Living Community is located at 2405 Fifteenth Street in Troy, New York.
The Pines at Heartwood An Assisted Living Community carries a 3.2 out of 5 rating from 17 Google reviews. Reviews for The Pines at Heartwood are overwhelmingly negative, with a 3.1 rating built mostly on 1‑star complaints. Multiple families report a long-standing bed bug infestation, dirty linens and rooms, medication and staffing problems, and difficulty reaching management or getting basic communication about a resident's condition or death. Reviews on MyLivingChoice come from families who confirmed a connection to the community and appear with the reviewer's first name and last initial.
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