StoryPoint Louisville South (Ponder Creek Estates)

The facility itself is beautiful and the rooms are nice. However, my father has been there for 2 years now and there are constant issues with the plumbing, having cold or hot water or none at all, and the inadequate meals. The dining staffing has been an issue the entire time. It seems as though there is a huge management issue with this location. The turnover rates have been astronomical. The inability to keep a kitchen staff and a head chef is mind-boggling. The lack of consistency with the quality of the meals is unacceptable and not reflective of their marketing and advertising. My dad complains frequently of the amount of time it takes for meal service. Several of the other tenants at his table complain about not getting what they have requested and when they question it they receive attitude from staffing. They have seen several staffing walkouts and terminations. Corporate needs to step in and hire people who are adequately trained and experienced for these higher paid/management type positions. They also need to pay what those positions are worth. Otherwise, there will be a constant revolving door. There seem to be improvements in the area of tenants who are independent versus borderline assisted living tenants.The laundry facilities are not consistent throughout the building. Activities and events are their plus. While I understand updates to the building take time, at what point do they finish?

My care was pretty much top notch. Only a few issues. Had to remind them of a med I had to take with meals. My phosphorus blocker, but finally got them to give me the days meds all atone time so I could take them as needed. One nurse got a bit snippy, but I know how harassed they can get. My biggest problem was meals. Several meals were missing items, and had to asked to be changed from renal diet, because it was too extreme. Hoping my feedback helps future residents. But my mom had been several times, and I had been once before. So I knew I'd get good care.

While my mother's experience in the community was excellent and the staff was supportive, I have encountered significant difficulty and zero follow-through from management regarding the final billing after her recent move to memory care. The apartment was vacated and cleaned out on October 30, 2025, following a formal move-out letter submitted on October 17, 2025, stating a vacating date of November 17, 2025 (we moved her earlier than anticipated). Despite moving out and giving notice, the full November rent was charged to my account on November 13, 2025. My subsequent attempts to receive a final bill have been unsuccessful. I was told on November 20, 2025, that a final bill would be emailed to me, but I have not received the document or any further communication since that time. I require an immediate final bill that resolves the November rent charge and a confirmed date for when the refund will be processed. The lack of communication and promptness regarding a financial matter is unacceptable

My grandfather is a current resident, after many tours of multiple residency’s, this was the obvious choice. My grandfathers transition was made so seamless due to the helpful staff! He raves about the meals, and activities offered to him. We visit regularly and have lunches together, the food offered is absolutely delicious! I am at ease with him being a resident at Storypoint!