Complaints

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:05/08/2025

  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.

  Date of Transaction: April 4, 2025 Amount Paid: $4,518.00 Amount in Dispute: $550.00 Business: Aberdeen Heights Assisted Living, Operated by Sagora Senior Living My mother was a resident of Aberdeen Heights in *****, ** for four years. She passed away on April 4, 2025. On that same day, the facility drafted $4,518.00 from our bank account for that months rent. Since then, I have been trying to resolve refund discrepancies for nearly a month.The business stated that we would only be responsible for rent through April 12 and agreed to remove most move-out charges. However, they added a $550 charge for painting, which was never agreed to in writing or outlined in the residency agreement. I have repeatedly requested documentation or correspondence confirming my agreement to this chargenone has been provided.The companys communication has been inconsistent, evasive, and unprofessional. Ive had to involve the *********************** Ombudsman, the CEO of the company, and still receive delayed, partial responses. I have requested tracking details for the refund checks multiple times and have been ignored.This has caused tremendous emotional and financial stress following the recent loss of my mother. I am seeking a refund of the $550 painting charge and a formal acknowledgment that these charges were unjustified.

  Customer Answer

  Date: 05/08/2025

  They refunded about $2480 of the original $4518. They are refusing to give me the $550 for paint that is clearly not outlined as a responsibility of the resident or the estate of said resident in this agreement that I have attached. We still want the $550 that is due to us.

  Customer Answer

  Date: 05/14/2025

  Dear BBB Representative,
  
  
  I am writing to follow up on my complaint regarding Sagora Senior Living and the unauthorized $550 paint charge withheld from my deceased mother’s account after her passing.
  
  
  I understand you’ve reached out to Sagora for a response. Should they fail to respond appropriately—or if they attempt to falsely claim that this charge was agreed to—I want to reiterate the facts and provide context:
  
  
  No clause in the signed residency agreement (attached again for reference) authorizes residents or their estates to be charged for standard repainting or routine turnover maintenance.
  I never agreed verbally or in writing to the $550 charge for paint. In fact, I repeatedly requested documentation proving such agreement, and Sagora has failed to produce any.
  The claim from Sagora that they “graciously waived” other charges is both misleading and irrelevant. This was not an act of goodwill—it was a correction made under pressure after I disputed every line item with legitimate cause.
  Refund checks were made out to my deceased mother, which forced me to go through the IRS to obtain a new EIN and open a trust account. I provided documentation showing that one of the refund checks bounced and was returned as “uncollected funds.” This is simply unacceptable.
  Throughout this entire ordeal, Sagora’s leadership—specifically Regional VP Laura Cleveland—has repeatedly ignored my emails, failed to communicate in good faith, and has been misleading in statements to both me and my spouse.
  
  
  
  
  This experience has not only been financially burdensome, but emotionally excruciating during a time of grief. I trusted this organization with my mother’s care, only to be treated dismissively when she passed and I sought a simple refund of funds that were never rightfully theirs.
  
  
  Thank you for your time and continued attention to this matter. I am hopeful Sagora will take accountability and issue the $550 refund to finally bring this to resolution.
  
  
  Sincerely,
  Christy Parnell
  
  

  Customer Answer

  Date: 05/31/2025

  Dear Mr. Miller,
  
  
  I’m writing to follow up on my complaint (ID: 23272280) regarding Sagora Senior Living/Aberdeen Heights. I understand from the portal that the complaint has been forwarded to the business and is currently awaiting a response.
  
  
  At this point, it has been several weeks without any acknowledgment or reply from the company, and I remain extremely concerned about their lack of engagement in resolving this matter. I’ve made every effort to handle this professionally, including providing documentation of the disputed charges—specifically a $550 painting fee that was never agreed to and is not outlined anywhere in the residency agreement.
  
  
  I would sincerely appreciate an update on the current status of the complaint and any additional steps I can take to ensure this receives the attention it deserves. The silence from the business has only added to the emotional and financial stress caused by this situation.
  
  
  Thank you for your assistance and continued support.
  
  
  Sincerely,
  Christy Parnell

  [email protected]