Complaints

This profile includes complaints for ALG Senior's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  ALG Senior

  400 2nd Ave NW Hickory, NC 28601-4993

• 

  Wellington House

  850 Majestic Ct Gastonia, NC 28054-5131

• 

  ALG Senior

  PO Box 2568 Hickory, NC 28603-2568

• 

  Woodridge Assisted Living & Memory Care

  2515 Fowler Secrest Rd Monroe, NC 28110

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ***** ******** and up until 2/28/25 I lived at ************** Assisted Living Facility and had since August 2021. Over the past 3 years I have created a home for myself at ********. I have made friends, I get to volunteer and help where needed, I especially love assisting with activities and bible study. On 1/20/25 I was admitted to Atrium Health Lincolnton. Ten days later I was supposed to be discharged back to ********. Evaluations were completed by the resident care coordinator, ***** ******* (no listing in the board of nurses) and business office manager, ***** ***** (no or expired license in the board of nurses) but my return did not happen. On 1/31/25, I was told that I would not be able to return to ********. ****** *******, Executive Director, and ***** *****, *************** Manager, refused to let me return even though the hospital has cleared me for discharge. I believe the reasons they are choosing eviction is a direct result of retaliation due to advocating for myself and other residents to the facility ombudsman, DSS and ****** when I felt that our rights were being violated. The ombudsman and hospital staff have also stated that they believe this is retaliation. The hospital has made a formal complaint to the state. I have verbally been told that I was going to get a letter of eviction but that has not happened. On 2/25 I was told by my nurse at the hospital that the facility called and said that I had 1 week to remove my belongings. I have been in the hospital for 43 days. 33 of those days are after I was supposed to be discharged. I am reaching out to request any help that can be provided. I have lost my home, I have no prospects of a new facility to move to, the hospital is doing everything they can to assist with this process. I would like to see justice for the other residents and myself. I feel that the staff that are in charge are not following the protocols outlined by the NCDHHS and DSS when it comes to patients rights.

  Business Response

  Date: 03/07/2025

  For clarification, ALG Senior operates as a support center for multiple assisted living facilities and does not own any individual facility, including *****************************. We are pleased to hear that your stay at ******** was a fulfilling experience. However, we are deeply concerned to learn that you feel you may be experiencing retaliation. As a support center, our primary goal is to ****** positive relationships with the facilities we assist,ensuring that all residents receive a pleasant and supportive experience.During our investigation of this matter, it was brought to our attention that following facility staff's evaluations regarding your potential readmittance to Somerset Court of ***********, your required needs exceeded the facility's capabilities. Considering this, the facility has determined that returning to Somerset Court of *********** would not be in your best interest. We understand that there may be confusion, particularly with the hospital's approval for your discharge. However, it is important to note that the facility conducts a separate evaluation, which was completed on their end.While ALG Senior is a support center, the complainant may call and speak to the Executive Director of the facility directly to address any concerns.

  Customer Answer

  Date: 03/10/2025

  Please see attached PDF for response. 

  Business Response

  Date: 03/12/2025

  For clarification, ALG Senior operates as a support center for multiple assisted living facilities and does not own any individual facility, including *****************************. ***************************** operates independently. As a support center, we are not involved in any hiring processes or day-to-day operations at the facility level. We understand the concerns you've raised and recognize this must be a difficult situation. While we are unable to address these matters directly as we are a separate entity, we would be happy to ensure your concerns reach the appropriate person. Upon further review, these allegations remain unsubstantiated by State and other regulatory officials. For resolution of these issues, please contact the Executive Director or administrative officer at Somerset Court of *********** directly, as they are best positioned to address your specific concerns.

  Customer Answer

  Date: 03/15/2025

  I realize you will respond and say to speak to the director. In which I have said multiple times that they do not respond. As a support service we would hope you would have an alternate suggestion. But, I need you to know that we were told directly by the business office manager that *** was involved in the decision to refuse my return and to not provide notification of refusal in writing. Hence my reasons for contacting.
  And it is not unsubstantiated because my daughter was contacted by ****** yesterday and there is an open investigation. We do not know the outcome yet. I do not expect a response. I want you to know that *** has been thrown under the bus by the facility. Please investigate. 

• Initial Complaint

  Date:11/18/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother (********* **********) was a resident at their facility, ************* at ********** in **************, ***, from Sept. 2018 until her passing on July 9, 2024. I was able to turn her room back over to the facility the same day. She is due a pro-rated refund of $1756. On August 5th, I emailed **** *******, (Executive Director) at ************* requesting status of the refund. I was told it is handled by the Accounting Group in *** and they would contact me. On Oct 1 I emailed again asking for a status. On Oct 4 I received an email from **** and ***** *******, *************** telling me the refund was only $46. I responded that day asking for an explanation. **** responded and could not explain, told me she would have accounting in NC contact me. On Oct. 19 I received an email from **** and ***** claiming Mom has a shortfall of $1710 for her Room and Board (R&B) for the period of Nov 2022 - June 2023. This is incorrect. Her total monthly R&B for the time period was $3845. Of that, ******** paid $1525 directly to *********** monthly. ********** then withdrew the remaining R&B ($2320) directly from Mom's checking account. This is documented in the Residency Agreement sent to me on behalf of my mother by ***** Holiday who was the Executive Director at that time. The Agreement, dated October 2022, shows a decrease of $200 to her share of the total monthly payment, down to $2320. This decrease occurred because her ******** payment increased to $1525, up $200 from their previous share of $1325. Basically ********** is saying Moms payment was short $200/month during that period. In summary, they collected an extra $200/month from ******** during that time and they are attempting to keep an extra $200 from Mom for each of those 8 months. I sent both of these people an email on 10/20 laying out the above info and attaching the Residency Agreements for the time periods in question. I never received a response. I am requesting a full refund of $1756.

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been attempting to get in touch with *********************** for months. I tried for weeks and weeks in 2023 and gave up. I am now trying again because I have the strength to and she answered once and now has ignored me. My mother died in 2022, she was employed with this company. There is a small insurance policy that I am the beneficiary of. When I explained the dates, ***** was rude told me Id have to wait until after the holiday before she followed up with me. Well its after the holiday and no follow up from her. I have called over 20x and left numerous voicemails, no response. I was even transferred to her boss Annalease and it goes straight to voicemail, I left a few voicemails for her too. All I want is the attention that I deserve and to get this matter squared away. They refuse to work with me and are really making this harder and harder.

  Business Response

  Date: 07/10/2024

  Good Afternoon, attached is the Employer & Beneficiary forms to be completed. We have complete the Employer portion, once the Beneficiary portion is completed, please send directly to Mutual of Omaha. We are not responsible for payments being issued as that comes directly from Mutual of Omaha.  

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was going to move in to the Affinity Sr ********************** Apartments but did not due to a lower than desired offer on my home. I have been waiting on a refund of ****** for my hold fee. No one can tell me exactly when my check was mailed and the attached email said I needed to wait for it to show up. All I need to know is when was check mailed?

  Business Response

  Date: 07/03/2024

  Good afternoon,  This complaint has been filed against the incorrect company.  We were formerly called Affinity Living Group, however we do not have senior apartments, only Assisted Living and Memory Care.  Further, we do not have a community in ******  Kindly remove this complaint from our company.  

  Kind regards,
  

  *************************

  Customer Answer

  Date: 07/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Mother, *****************, was illegally evicted on 05-30-24 from Woodridge Assisted Living in ******, **. While in a private emergency room at the ***************, my Mom was undergoing tests for a heart condition. She was hooked up to a heart monitor and was receiving medication through an IV. As a family, we were very concerned because *** had been unconscious for a full 12 minutes before being transported to the hospital. Then, out of nowhere, a woman slide the door open and pulled back the privacy curtain. The woman approached my ***** hospital bed and said, "Are you *****************?" She then laid an envelope on ***** bed and said, "You no longer live at Woodridge and you cannot return there." The woman then left abruptly because the nurse came in demanding to know what the disturbance was in the room. My Mom, who is 83 years old, had been evicted from her assisted living home while lying sick in a hospital bed. She was given absolutely no notice as is required by law. The Doctor, the Nurses, and the Chaplain stated that they had never witnessed such a cold hearted act against an elder while being treated in the *** As a family, we are asking for a immediate resolution to this heinous act.

  Business Response

  Date: 06/19/2024

  We sincerely apologize that you feel your mother was discharged in an inconsiderate manner. Please know that our primary concern has always been her well-being. Given ****'s medical issues, we felt that we were unable to adequately meet her needs. Therefore, we arranged for her transfer to the hospital, where she could be placed in a setting better suited to address her medical requirements.
  We are currently processing the refund. We deeply regret any inconvenience this has caused you and your family and assure you that our actions were taken with ****'s best interests at heart.
  Warm regards,
  
  

  Customer Answer

  Date: 06/20/2024

   
  I am rejecting this response because: My Mom (*****************) was taken to the *************** and it was determined that she only had a UTI. After many tests were conducted, there were no other medical issues found. She was deemed to be in very good health and was discharged back to assisted living with limited assisted needed. Again, there are no medical issues as you stated in your response. There is absolutely no need for a higher level of care and Woodridge can easily meet her current needs. I am in possession of written documentation from 4 different medical doctors who cared for ************ at the hospital. ********** **************** Dr ******* and ************* are all in agreement that she can return to her home at Woodridge in ******. Her husband. ************************ is already a resident of the community at Woodridge and terribly misses visiting with his wife. You need to do the right thing here and return her to her home so she can be close to her husband. 
  
  

• Initial Complaint

  Date:02/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mom passed away on December 10th and I have not received a refund for the unused portion of the payment. Our contact there ( ******** ) doesnt return my calls. Also now when I call the call goes straight to voicemail.

  Business Response

  Date: 02/21/2024

  Hi,

  Just wanted to give a update about the refund amount of $4,407.10, spoken with ******************* as of 02/21/2024 and let him know that ALG in ******* will be mailing him a overnight check in amount of $4,407.10 and not $6,2100.00 on 2/29/2024, I have attach the discharge refund form so you can see for yourself. ************ was understanding about the amount and I ******************************* explain to ************ about the refund amount and he agree with the amount.

• Initial Complaint

  Date:01/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the *** for my aunt, *************************************** (SS ****), and have legally handled all of her affairs, financial and otherwise, for the last year and a half. My aunt was a resident of St. ******* of ****** Assisted Living in ************, ** *************) until the middle of November, 2023, when she feel and broke her hip. After an extended hospital stay, it was determined that she needed more care and could not return to St. *******. I was told by *********************************, Executive Director *************), that a refund of $2,400 for the remainder of the month of November was due us and I should contact the business office manager ************************************* *************). ************************************* assured me that I would receive the refund within 30 days, which was the **************** law.Two months later I had still not received the refund check. I called ************************************* again, and she told me that St. ******* had been bought out and was now ************************. She also told me that they no longer had a business relationship with ALG Senior, LLC, who previously handled their billing, so she was no longer able to help me, even though this legal obligation was incurred by St. *******. She gave me contact information for ALG Senior, LLC:************************* AR coordinator ********************************** ************ ********************* Staff Accountant ********************************* ************ After repeated attempts to contact these people, both by email and voice message, ************************* never had the common decency to respond at all. ********************* finally answered by email, in which she responded that the check had been sent out to a person and place that I had never heard of, Finally, she agreed to send me the check, but another month went by and still no check. The manner in which these people conduct business is not only a violation of all that is generally accepted as moral and decent, but is also a violation of The Rules of ********** of ********* Health Chapter *****, Healthcare Facility Regulation Chapter *****-63, Rules and regulations for Assisted Living Communities, as well as ************* Law O.C.G.A 44-7-30 et. seq. All I want is the $2,400 due me, but I am caught in the middle of no man's land where no one will accept any responsibility, and, since my aunt is no longer a paying resident, no body gives a ****.I have attached the aforementioned email chain as evidence of these people's inconsiderateness, unprofessionalism, and total lack of competence.

  Business Response

  Date: 03/05/2024

  Check was originally issued to *************** on 1-31-2024.  This check was reversed and re-issued to **************** on 2/9/2024.  The check cleared our bank on 2/21/2024.

   

  Please let us know if you require anything further. 

• Initial Complaint

  Date:11/10/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Affinity Living Group is the corporate entity that owns several assisted living facilities. My family member was a resident at two of them. The first was Somerset at **************** in ************* ** from 2015-2022. While there, the business manager embezzled her COVID stimulus monies to the tune of $2037.00. Due to water damage, Somerset closed for remodeling. They transferred residents to *************. My family member eventually needed short term rehab and was discharged to such a facility. Upon completion, she wanted to return to ************* and was readmitted May of 2023. The business manager failed to reapply for her ******** benefits upon readmission which created a $1,855.82 balance due and owing. ALG and ************* take no accountability for these egregious missteps. Their responses are hostile, with one corporate officer placing an "Out of Office" message on her email account immediately after replying to my inquiry into this matter. The current business manager is non responsive at this point. She replied to me about this matter stating "I have done my part", referring to her discharge procedures. There has been no communication as to how to resolve this misstep. My family member should not be responsible for the incompetence of ALG staff persons via embezzlement or incompetence.

  Customer Answer

  Date: 11/10/2023

  The family member to which this complaint refers is *************************

• Initial Complaint

  Date:06/28/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************************/ALG Senior provided me a statement in March ****************************************************************** $1209.68. I have sent 4 emails (3 to facility director and 1 to corporate) asking for our refund. It's been 103 days and I have yet to receive the payment. They only tell me that "the check will be mailed" but said they don't know when (message from executive director *****.)

  Business Response

  Date: 03/05/2024

  This check was issued on 6/16/2023 and cleared our bank on 7/7/2023.

  If you need further information, please contact us.  

  Customer Answer

  Date: 03/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:12/05/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Affinity Living Group (The Zebulon House) owes my mother $97 for her room and board fees when she was discharged from this facility. She was discharged September 2022. She was given money left in her savings account. I was told she would receive this money as soon as corporate releases the funds. It's only $97 but it belongs to my mother as I was told. I am her daughter/POA/HPOA. She was a resident at the Zebulon House since Nov or Dec 2017 up until Sept 2022. The office manager has continued to tell me that corporate has to release the funds. It's going on 2 months. I have made several attempts and it is hard to get anyone on the phone. I don't even have a proper contact number for corporate. I was trying to resolve this with The Zebulon House but to no avail.

  Customer Answer

  Date: 12/05/2022

  My mother's name is *********************. She was discharged from The Zebulon House in (first/second week) September 2022. She had been a resident there since November/December of 2017.

  Business Response

  Date: 03/05/2024

  ********************* check was issued on 1/4/2023 and cleared our bank on 1/17/2023.  Copy of cleared check is attached.  

  If you need further information, please advise.