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:03/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: no contact has been made with me. 
  
  
  
  Sincerely,
  
  
  
  ****** **********third party billing service now.
  
  The most recent billing statement from Trinity, however, no longer reflects the payment they received from ****, which is fraudulent billing. **** confirmed that this issue is a problem with Trinity’s billing department and needs to be handled directly by them because it could be yet another coding error. In addition, **** has launched an investigation for fraudulent billing. Despite reaching out numerous times, this issue remains unresolved. I am not responsible for this large balance; I paid my copay, and the bill was settled. Now, a year later, I’m being billed for the entire service again. I’ve sought legal advice and plan to pursue further action within 30 days. This situation has caused me distress, as I risk being sent to collections for Trinity’s errors for a bill I am not responsible for. I am beyond frustrated with their incompetence. I have switched all of my providers to a different healthcare system. I want a resolution.

  Business Response

  Date: 03/05/2025

  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.

  Business Response

  Date: 03/07/2025

  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 Answer

  Date: 03/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: ongoing issue. Although I was contacted by THoNE, no resolution provided. Will be leaving this open until a resolution is provided.
  
  
  
  Sincerely,
  
  
  
  ****** **********

• Initial Complaint

  Date:12/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  I was told to send confidential documents regarding my bank statement to prove I have paid the company, and when I went to go write back, I get an email message error saying I've been denied access to write to the email I was specifically given to show documents. I called this morning as well and she verified I had the right email address and was going to again put another note into my file. Meanwhile, these notes are gathering and I'm still receiving past due balances to my home when this has been paid for. The woman on the phone said they needed to figure out where my money went to, and that does not seem like my problem. I would like this case cleared because I don't have control over where your billing department sent my money. I have paid, and showed you multiple proof that I have paid. I would like this cleared up and I'm not satisfied with this response until I get a clear firm answer from someone and email proof that I am all set and stop receiving past due balances. 

  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 12/30/2024

  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

  Date:03/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  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

  Date: 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

  Date:06/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  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

  Date: 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

  Date:06/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  
  
  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,
  
  
  
  ********* **********ed. 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

  Date: 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.

• Initial Complaint

  Date:02/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

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

  Date: 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.

• Initial Complaint

  Date:12/02/2022

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  
  
  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,
  
  
  
  ***** ***

  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

  Date: 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.

  Business Response

  Date: 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.