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Business Profile

Health Care

InnovAge

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Care.

Complaints

This profile includes complaints for InnovAge's headquarters and its corporate-owned locations. To view all corporate locations, see

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InnovAge has 16 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/23/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Subject: Formal Complaint Regarding Reduction of Services for My Mother I am writing to formally express my deep concern and dissatisfaction with the recent decision to reduce my mothers center days at InnovAge. I was informed only two days prior to the change, and despite voicing the critical mental health benefits these days provide her, I was told the adjustment was necessary due to risks to drivers.I proposed three potential solutions to address the concerns raised, but was met with resistance. Social worker ****** stated that there had been too many problems and indicated that no further opportunities would be offered. This decision was made unilaterally, and I received a call confirming the schedule reductionfollowed by a notice sent by mail.Most disturbingly, due to this change, my motherwho suffers from advanced arthritiswas unable to attend her single scheduled day. As a result, she did not receive her life-sustaining ********* injection or her sensor change. This is a serious health risk, and I fear for the consequences. If her condition worsens due to lack of access to care, I will have no choice but to escalate this matter publicly and legally.Additionally, I was told by ****** that my mothers dog allegedly bit or nicked her weeks prior. This was never reported to us, and I question the timing and credibility of this claim, especially as it was only brought up the same week her days were cut. It appears this incident is being used as justification for a harmful decision that was already predetermined.

      Business Response

      Date: 06/25/2025

      InnovAge follows CMS and ************** guidance regarding grievances and will conduct an internal investigation and process the grievance in accordance with that guidance.

    • Initial Complaint

      Date:01/12/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Poor service to my medical needs. They say that my ENT Appointment for today was canceled, and I canceled it. This is not true. I called and canceled the ***** at *************** on Thursday. I did not say anything about not seeing the doctor at ******** Innovage. Changing my meds, without informing me of any changes. I feel the communication and care is not being where it should be. Canceling my appts., not informing me of med changes. Not getting me to my ***** as needed. I did not cancel the ENT. I need my ear cleaned out. I do not accept the mistreatment, ignoring my complaints. Poor Service, inadequate communication, poor medical treatment. My new shoes are supposed to be at no cost, but I received a Bill from Hanger.

    InnovAge is NOT a BBB Accredited Business.

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