ComplaintsforTrinity Health Of New England Corporation, Inc.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have called and spoke to multiple representatives in 2023 and 2024. On 2/2/2024, I set up a 4 month automatic plan (plan to pay $633.73 a month starting on 3/8/2024 and finalizing with the 6/8/2024 payment) to complete my portion of the billing from an Emergency visit on 8/22/2023. On 2/2/2024 I also paid a $300.00 "down payment" so then the other 4 months could be amortized off of that final amount (roughly $2,500.00). The representative I spoke with on 2/2/2024 assured me multiple times that if I set up a payment plan that day, nothing would go to collections. Today, I received a call and opened a piece of mail from a collections agency seeking a portion of the payments I set up a payment plan on. This was after MULTIPLE reps advised that this would NOT go to collections. Another call was on 2/26/2024. Those two calls were, in total, over 1 hour long. I checked my Patient Portal online this evening and it shows they only put $914.00 on auto pay, and the rest not on auto pay. Why would I pay $633.73 each month, over 4 months, for a total of $914.00? Makes no sense. The reps I have worked with are very unhelpful and give no answers. My phone call on 2/26/2024, the rep even told me they pick a "random" day to put something in collections. I asked her to confirm again she said a random day, and she gave me a hard "yes". This place is a total joke for payments and the reps are ZERO help.

  Business response

  03/15/2024

  Thank you for contacting Trinity Health Of New England (THOfNE).  As with all reports, we took your concern regarding a report of a billing matter seriously.  Given the sensitivity of patient information and to protect the privacy of our patients, THOfNE responds directly to a patient in the event a complaint or concern is raised.  Thank you for bringing this matter to our attention.

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Do no trust this hospital (*** *******) or it’s affiliate company…I went to the emergency room on Friday afternoon, by Friday evening I was told I needed to be admitted and would be sent upstairs to a room…well come Sunday I was still there and never put in a room…instead I was put on a ct in a corridor along with dozens of others…no privacy and no dignity…I am of the opinion that what went on had to have been a HIPPA violation…I heard everyone’s business and they heard mine because the doctors and nurses just came up an start talking about your issues so any in earshot could hear everything…I even saw a woman’s bare bottom because they didn’t care enough to protect her privacy…also the male night was mean…he was very ruff, didn’t show any care or concern…it wasn’t like this before Trinity Health took over…I know this because I have been a patient here for decades….this worse treatment I have ever received in my lifetime

  Business response

  06/30/2023

  Thank you for contacting Trinity Health Of New England (THOfNE).  As with all reports, we took your concern regarding a report of a quality of care matter seriously.  Given the sensitivity of patient information and to protect the privacy of our patients, THOfNE responds directly to a patient in the event a complaint or concern is raised.  Thank you for bringing this matter to our attention.

• Initial Complaint

  06/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing in regards to a case for my husband. I made an appointment on 3/17/23 for my husband with his new PCP. They told me to have him get labs done prior to the appointment. My husband never got labs done through Trinity Health/************* *** ********. We received a bill (guarantor account #*******) for the labs, a total of $177.10. I called the billing department on 4/6/23 and asked why we were receiving a bill before my husband even went to get the labs. It took several calls to discern that somehow labs were done and resulted. However, I am stating that my husband never got these labs done. An error has clearly occurred. I have now called the billing department several times between 4/6 and today. That's over two months. I have spoke to a supervisor once, but every time I've asked to speak to a supervisor subsequently, they are "in a meeting." I called again today and was told that this case has been "resolved." The outcome being that the labs were done and resulted. I will state again, my husband, ******* ********** has NEVER gone to a CSL and had labs done. Clearly, an error has occurred. Labs were done and resulted but they were done so ON THE WRONG PERSON. What I'd like to know is, how can you prove it was my husband who showed up to get these labs done? Do you ask for ID? An insurance card? Is there video camera surveillance at the lab? I am a registered nurse and I've never seen such gross incompetence in this field. This situation is absolutely absurd and I am disgusted. Frankly, I don't want anything to do with Trinity Health going forward. I feel like my multiple calls have fallen on deaf ears. I am not paying $177.10 for services that were never rendered for my husband. Check your camera footage. Look at the paper trail. My husband did not get labs done at CSL and we are not paying this bill.

  Business response

  06/19/2023

  Thank you for contacting Trinity Health Of New England (THOfNE).  As with all reports, we took your concern regarding a report of a billing matter seriously.  Given the sensitivity of patient information and to protect the privacy of our patients, THOfNE responds directly to a patient in the event a complaint or concern is raised.  Thank you for bringing this matter to our attention.

  Customer response

  06/19/2023

  
  Complaint: ********
  
  I am rejecting this response because: this is not a response. I want a statement from Trinity Health of New England stating they will void the bill I received for $177.10. 
  
  Sincerely,
  
  ********* **********

• Initial Complaint

  02/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Trinity Health of New England. I was wrongfully billed for a hospital visit. I do not know how it happened, but I simply am not the person who received the services I was billed for. I called the Trinity Health customer service representatives several times over the past year. Every time I was told someone was working on the case, yet no one ever called me back or followed up. Eventually, they gave the case to a fraudulent debt collection agency, which jeopardizes my credit. I wish that anyone at Trinity Health would have taken a moment to do their jobs and investigate the case of medical fraud that I reported. Instead, they chose to do nothing and create an even more stressful situation. I cannot stress how much I would never recommend Trinity Health to anyone. My experience was beyond negative. I do not know why any of the people I spoke to are even employed. Carly and Becky are a couple, but there were others. When I asked for a supervisor, that person was always in a meeting. They just answer the phone, pretend to care, then hang up and don't do anything at all.

  Business response

  02/16/2023

  Thank you for contacting Trinity Health Of New England (THOfNE).  As with all reports, we took your concern regarding a report of a billing matter seriously.  Given the sensitivity of patient information and to protect the privacy of our patients, THOfNE responds directly to a patient in the event a complaint or concern is raised.  Thank you for bringing this matter to our attention.

  Customer response

  02/16/2023

  
  Complaint: ********
  
  I am rejecting this response because: it is not a response. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  12/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Nov. 1, 2022 I paid Trinity Health of New England $1,711.75 using a credit card on the date of the procedure. The day following the procedure I realized I should have used my *** account to pay for the services. I contacted the billing department asking them to cancel the charge on my **** and I would pay using my ***. I was told they couldn’t refund the **** until they received the *** payment. I sent in the $1,711.75 via check from my ***. The check has cleared and to date my credit card has not been refunded. I’ve made 3 phone calls to them trying to rectify the situation as well as filed a formal complaint with them which has gone unanswered. My first phone call was approximately 55 min and I was told they see both my payments and they don't know why I am not being refunded. I was transferred numerous times without help and was told to call back. My second phone call was 1 hr and 8 min and again I was transferred to numerous people without help. I was told I was refunded $463.54 which is true, yet where is the rest of my money? No one seems to be able to answer that question. “Team leader” Lynette assured me she would contact me later in the day after speaking to her boss. However, I never received a phone call back. My third phone call was approx 40 minutes long where I was told all the same things and again transferred to various people. When I asked to speak directly to a supervisor I was told they didn’t know if the supervisor had a phone at her desk. Then I was told the manager would call me. Again, I never received a call back. Everyone I have spoken to has agreed they see both payments but no one is able to help me get the refund. I am also not sure why the partial refund I did receive was for such a random amount and not the full $1.711.75.

  Business response

  12/02/2022

  Thank you for contacting Trinity Health Of New England (THOfNE).  As with all reports, we took your concern regarding a report of a billing matter seriously.  Given the sensitivity of patient information and to protect the privacy of our patients, THOfNE responds directly to a patient in the event a complaint or concern is raised.  Thank you for bringing this matter to our attention.

  Customer response

  12/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:there is no resolution. Trinity appears to still be putting off my complaint by saying they will only talk to the patient. Yet in my 3 attempts to handle it directly with them no one has helped me

  . The matter will not be considered closed until I have received my refund to my ****  in full. 
  Sincerely,
  
  ***** ***

  Business response

  12/06/2022

  Patient made payment with her ************ card when for combined total of $2,992.30. Her estimated pt balance was $1,711.25. Insurance processed claim and left a higher balance due to patients ded not being met. Was attempting to call patient to advise of findings. Patient true responsibility was $2992.30 which is now paid in full.

  Supervisor tried to reach out to pt and left voice message regarding her acct. Due to pt had a higher responsibility on her acct and not a balance of $1,711.25 per insurance company. 

   

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