My Experience at TLC Nova Recovery House…read more
I chose TLC Nova because of the promises made in their written agreement. Unfortunately, many of those promises were not honored during my stay. I have the signed agreement, text messages, receipts, and other documentation supporting the statements in this review.
I booked my stay months in advance. A few days before my surgery, my airline changed my flight, so I contacted the owner to let her know I would be arriving one day earlier. I asked whether my contracted private room would be available or if I should book a hotel.
Instead of honoring our agreement, I was given a completely different address. When I questioned the change, I was told that my room had already been rented to someone else. I asked that the original agreement be honored, but was told that if I wasn't happy with the change, I could cancel my reservation just days before my surgery. Traveling from another state for a major operation, canceling at that point simply wasn't a realistic option.
Unfortunately, that was only the beginning.
Throughout my two-week stay, several services and accommodations that were promised in writing were either not provided or were delivered differently than represented.
One of the biggest disappointments was the overall cleanliness of the house. The common areas and bathrooms were not cleaned consistently, and the level of sanitation was far below what I expected from a recovery facility caring for post-operative patients. After surgery, a clean environment is not a luxury--it's essential.
The food was another major issue. Meals were extremely repetitive, and I was served chicken for both lunch and dinner for five consecutive days. Much of the food appeared to be reheated from previous meals and served again. After major surgery, proper nutrition plays an important role in healing, and I expected much better quality and variety.
One of my biggest concerns involved my prescriptions. I was told it would take five days to obtain them, that they would cost between $250 and $350, and that I had to pay by cash or Zelle because the pharmacy supposedly would not accept insurance. Instead, I had them transferred to Walgreens, where they were filled using my insurance for approximately $19.
Before booking, I was told there would be approximately one caregiver for every three patients. During my stay, there were times when one caregiver was responsible for four fresh post-operative patients while working around the clock for multiple days. Regardless of how caring or hardworking that caregiver was, I do not believe one person can safely provide the level of attention four surgical patients require.
Transportation was also not what I expected. In practice, it often consisted of calling an Uber. Whether I received any assistance getting in or out of the vehicle depended entirely on the driver. After major surgery, I expected a higher level of support.
The most frightening moment of my stay happened when I began choking while eating. Because I had recently undergone a tummy tuck, I didn't have the strength to cough effectively. The caregiver present did not know how to respond appropriately, and another patient ultimately stepped in to help me. That experience was terrifying.
Recovery after major surgery is stressful enough. After paying thousands of dollars for post-operative care, I expected the environment to reduce that stress--not add to it.
I stayed at TLC Nova for two weeks, so these were not isolated incidents or first impressions. This review reflects my personal experience. If you're considering staying here, I strongly encourage you to read your contract carefully, keep every communication in writing, and verify exactly which services will actually be provided before making your decision.
