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:06/03/2024

  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 father had been a patient and resident of Trilogy Health in Milford and Warsaw Indiana since January of 2019. Over the course of over four and a half years he paid tens of thousands of dollars to both Trilogy and ********* ********. Always on time and in full! Since his passing on November 23, 2023. I have been attempting to resolve his estate and only one item remains, a $67.28 credit due to him because of an over-billing by Trilogy's pharmacy arm, ********* ********. I was told on February 23 of this year that we would receive a refund as soon as possible. On April 4 I was told that yes there was a refund due, but it couldn't be processed until the end of the month. On May 17 I again contacted the company and was told by a supervisor, ****, that "it will be handled today". As I write this today, June 3, I have now been informed that the check was mailed May 31 and is on its way, again by ****. I find it interesting that this pharmacy provider is a subsidiary of Trilogy Health Services. They are both really good at collecting but not in providing reimbursements it seems. If in fact the check does arrive in the near future I am going to be amazed. I have offered to make the four-hour trip to Louisville from my home to pick up a check if in fact they cannot get one in the mail.

• Initial Complaint

  Date:12/08/2023

  Type:Billing 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 has been part of the Trilogy Health Services system in Pickerington, OH for a year now. This is an assisted living facility. My mother suffered a stroke and we chose this system for her recovery and care. Her health has steadily improved and in large part due to the system and her supporting doctors, family, and her own will. However, while her recovery and care is going well, the price of these services is climbing at an alarming rate without explanation. Come January of 2024, her rent will be increasing by over $400 per month. This increase is without explanation and un-justified as I would ask Trilogy to provide their books/audit report showing how these costs are merited and in turn make adjustment.
  
  I would estimate this increase, if taken across the board, of all Trilogy facilities to add another $70M of income for Trilogy. I base this on 130 properties with 113 rooms per location and an increase of $400 per room per month, assuming they are at 100% capacity.
  
  This cost is simply gouging the people who made us what we are today and basically absorbing their fixed income at a rate that is not sustainable or will simply cost the American tax payer additional dollars to fund HC programs.
  
  I would ask that Trilogy explain and show the need for the cost increase and make the necessary billing adjustment. Additionally, I would ask that Trilogy provide a future estimate of rate increases so patients can plan their care and out of pocket expenses. Of this planned rate increase, what % is going to profitability for the Trilogy system? What is Trilogy doing to reduce cost of their network through procurement, local tax abatements, budgeted utilities, green initiatives, vendor RFI/contracts, etc.?
  
  I simply feel that the senior citizen in LTC/AL facilities are paying the price for all of Trilogy's company cost increases and I would ask that Trilogy find a better way than passing along the costs to their patients without explanation.