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:02/20/2025

  Type:Service or Repair 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.

  i went there on feb 19th at 7pm and the nurses were on there phones in the er room and didnt even come and check up on the pateients at all and aslo i called numerous times and there giving me a run around and trasfering me to different people and i talked to ****** a manager in the er on feb 20th bout this situation and it seem like she didnt care at all about the situation and i can tell by her voice she doesnt care at all for her nurses i want someone from corporate office to call me like the vice presdient of the nurses or a main boss of the whole hospital to call me or a district manager above everyone at this hospital. the nurses didnt even come and check up on the pateients at all in the er when i was there in room 4. they were to busy giggling and on there cellphones behind the counter and not payin attention to the people who were sick or checking up on them. i called the hospital coridnator office and there are a joke and a manger named ****** is a joke to beacuse she isnt gonna handle the situation at all. a machine was going off next to me in the room and the nurses didnt jump or anything to help they rather sit behind the desk and play on there cellphones and giggle all night long

• Initial Complaint

  Date:03/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 had a Urinary tract infection (UTI) diagnosis that was confirmed by an over the counter AVO test that I performed at home. My physician's office could not fit me in and advised me to go to an urgent care facility to get an antibiotic prescribed. I chose HCA Florida Trinity because it was the closest urgent care facility covered by my insurance company. I was only experiencing slight pain on urination so I drove myself to this facility. As I checked in at the front desk I clearly stated that this was not an emergency and that I just had a UTI which needed a prescription as suggested by my physician. The front office mentioned that 'they can help me with that'. I paid a $100 co-pay. A nurse spent 5 minutes with me taking my temperature, blood pressure and asked me to pee in a cup. The doctor spent three minutes checking my vitals, listened to my issue and agreed with the over the counter test that I had a UTI. He prescribed the antibiotic and I drove myself from the facility to my pharmacy to get the prescription filled and went home. Unknowingly I was billed outrageous exorbitant charges which totaled $7100.98 for various unnecessary hospital codes and lab tests. Unfortunately my insurance company paid more that $5100 of these charges and HCA still wants me to pay an additional $1900. At no point was I informed that I was being treated as an emergency level 3 trauma outpatient Code ****** for $3,158.00. I compared HCA Trinity's prices to Florida Insurance Blue Book and found charges anywhere from 300% to 3000% over Florida Blue Book for Emergency charges. HCA had no pricing listed anywhere in the facility or their website. To resolve this issue equitably and reasonably I have written eight documented letters and spoken to central billing 5-6 times. I either get a standard boilerplate letter wherein the hospital ratifies its own behavior or a duplicate bill. I have tried several times to speak to their ever changing personnel of medical advocates.

  Business Response

  Date: 04/08/2024

  I am truly sorry for the delay in responding but was out on FMLA due to a death in the family.   We have escalated your concerns to our quality department.  Please reach out to them at ************ to review your experience directly with them. Thank you.

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21456322
  
  I am rejecting this response because: On April 15, 2024 I returned a phone call from a representative of the hospital who wanted to respond to my previous letters as well as the BBB inquiry.  She explained to me that all of the charges were justified in my case and that although my medical issue was very minor,  I was triaged a a level 3 trauma patient because I was given a prescription.  Regardless of the severity of illness, if one is given a prescription in the ** to later fill at one's pharmacy, one is automatically categorized as a level 3 trauma patient. (Under this theory, someone with an insect bite who needs an antihistimine would be categorized as a level 3 trauma case.) Heart attacks and serious fractures are a level 5.  I explained to her that a simple UTI that requires an antibiotic is not reasonably categorized as a level 3 trauma case by any stretch of the imagination and that the fact that a doctor had to write out a prescription on his pad is not a reasonable way to decide ** costs.  I also told her that nowhere in the ** or on their website, are any of the categorizations and costs explained and their pricing methodology is not only completely one sided and arbitrary but 300% to 3000% over Florida Medical blue Book recommendations for Emergency Room medical costs.  She explained there was absolutely nothing she could to lower the $1900.00 bill they are sending me (on top of the thousands they have already collected from my insurance).  Then she asked me for a good faith offer as to how much I was willing to pay in order to settle the bill for good and I told her my maximum capacity to settle this matter is $400 to add to the thousands that have already been collected from my insurance company.  She said she would take that offer to the powers that be and get back to me.  I have not heard back from her as of today 4/17/24.  Please keep my case open and tell me what I need to do next.  Thank you.  

   

   

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

  Business Response

  Date: 04/29/2024

  We are in receipt of the response filed by ************************* and have thoroughly reviewed this matter. HCA Florida Trinity Hospital vision, mission, and core values are to heal our patients, care for every person, and improve the health of our entire region. First and foremost, we would like to apologize the patients experience was not elevated to meet our sole mission and values. We strive to provide excellent care and services to ALL patients who walk through our doors. Although, the patient feels this was not achieved, we appreciate the concern being brought to our attention so we can continue to enhance services provided to all. In an effort to assist the patient further, a customer service agent will be reaching out to the patient via a phone call. If the patient needs further assistance, please have them contact us directly. Thank you 

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21456322
  
  I am rejecting this response because:
  On yesterdays date a representative of Trinity HCA business office called to make me a counteroffer of $800 to fully resolve the balance of $1900.00 that the hospital claims that I owe them. I had originally offered them $400. This morning I accepted the counter offer of $800 to resolve this matter in full. The representative said she is still going to be sending me a bill for $1900.00 but that I should only pay $800 and she will adjust it on her end to make a zero balance. She wants me to take her for her word that she will zero out the remaining $1100.00 balance.  I told her I want a bill for $800 sent to me to put the agreement in writing before I pay the $800. She refuses to do that. I told her I wont pay anything until they put our agreement in writing. She said no, she wont do that and that is not how Trinity Hospital operates. She said she does not know what the procedure is with the BBB and her hospital. Please assist and advise me.
  Sincerely,
  
  *************************

  Business Response

  Date: 05/02/2024

  We have shared your follow up with our patient financial counselors.  Thank you.

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21456322
  
  I am rejecting this response because:
  
  I am told by a representative of HCA Trinity that an amended invoice for $800 is being sent to my home. They told me that about 5-6 days ago and I havent received anything yet. Please keep my case opened until I get that paperwork. The only reason they are trying to settle this issue with me is because they know that you are still involved. Please dont close my case yet. 
  Sincerely,
  
  *************************

  Customer Answer

  Date: 05/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have received an amended invoice for the agreed upon amount of $800.00  to resolve this issue and I have paid that. I cannot thank you enough for your efforts and assistance. You make a difference and your work is important. Thank you so so much
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Hello. I brought my client ************************* to trinity hospital 3/18 at 4pm She was diagnosed with fluid in her ears. The doctor said to take *******. I asked for script as she is a client of apd (agency for persons with disabilities, ). She has a mar (medication administration record,) and all meds including otc MUST be prescribed. ******* (dont know his last name) refused to give a script. For more information regarding the need for otc scripts please contact APD. I would like disciplinary action taken against *******. He argued with me when I tried to explain and was very rude. He said there was no way he was going to prescribe a med when I can "walk into the store and get it". I will.never return to your hospital. I have a major surgery coming up that would have paid you guys a lot, but.not now..********************* ************

  Business Response

  Date: 03/19/2024

  Thank you for sharing your concern.  We have shared your comments with our quality department.  You may reach out to them at ************ to discuss your experience further.  Thank you.

  Customer Answer

  Date: 03/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/10/2023

  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.

  About 3 weeks ago I started having horrible abdominal pain & heavy bleeding. My son came to bring me to the *** After a pit stop at a stand alone **, where they started an IV, pain meds fluids & performed a ** Scan. The ** showed a kidney stone near my kidney causing an obstruction to my bladder. The ** works directly with HCA so transferred me via ambulance to their Trinity location.I saw two Drs ******************* who confirmed to me that when I needed pain meds (morphine-its the only pain medication I am not allergic to) I would be able to get it w/ no problem. I started having pain around 6 PM that eve & told the RN at that time. When the pain became more intense at 9pm I called the RN asking for pain meds. She brought Tylenol. I told the RN I needed morphine. She told me there was no record of having morphine, even though I had already had 5 doses prior. The RN said she had to reach out to the doctor to get approval. At 10:20 PM I STILL had no pain meds. I spoke to the charge ** (*****) who told me when she (not sure who she is) called the Dr to get meds they were going to RX me Toradol, which I am ALL**GIC to.I am disgusted by the lack of compassion & empathy from the charge RN & equally disgusted by the lack of responsibility of the two Drs who said one thing without even checking to see if the medication orders were in my chart. Dr. ***** was the only one that had her s*** together.* oh & I was given moldy food while there too

  Customer Answer

  Date: 07/10/2023

  My experience with them had to do with surgery to remove a kidney stone. I had to go to HCA as that was where the urologist had privileges. Had I known what I know now, I wouldve found another doctor. The RNs were all lovely, minus the one who was in recovery (didnt get her name). While she was discharging me, my son had asked how things went, she told us no stent was needed, even tho we were told prior to surgery that there would be one. When my son asked why not, she said I have no idea, the Dr ***** finished his notes yet, but you can log on to the app later to read his report. She also told us a laser was not used but a basket instead. The paperwork didnt list stent under the procedure as done, but did list laser as being used. {5 days later I learned I did in fact have a stent that needed to be removed, but this is not documented anywhere} We were concerned about the miscommunication between the RN, the discharge papers & what we were told prior to the procedure, but I just wanted to go home to get in bed. At the time I was in a lot of pain, so they gave me a dose of morphine & sent me home. They told us that I would have minimal pain & minimal bleeding for about a day and then I should be fine. The ** given to me stated if any increase of pain, moderate to severe bleeding, fever or trouble urinating to contact the doctor. Within 30 min of getting home I started vomiting. A lot. I ended ** in the ** where I was doubled over in pain, bleeding & severely dehydrated. Spent 8 hours at the ** where I learned none of my symptoms were normal & I should have never been discharged so quickly after the surgery in the 1st place. What I didnt realize is that they are actually under investigation for poor practices. Also wish I had read the reviews more thoroughly prior to. It is 10 days post op & Im STILL dealing with discomfort. I also have no explanation on why I became so sick, the pain was so bad & all the incorrect information given (verbally & written

  Business Response

  Date: 07/10/2023

  Thank you for sharing your feedback. We have shared with our quality team - please reach out to us at ************ so that we may address your concerns directly with you.

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Please keep my real name as secret as possible.... it's ***************************....I was in the hospital for a migraine that ended up lasting a month longer after the hospital, 55 days total. And the treatment I received by some, most of the staff was completely unacceptable...I'll be as I can 1 some background, I have incontinence problems and chronic utis for 2 years now,band according to my primary care, I'm probably almost resistant to most oral antibiotics by now...the hospital has my records for sepsis, etc....2 in order....I wet myself and leaked hours after I got there and had to wait until it was really cold to get changed, was told to just c*** myself cuz shift change???, Barely anything for pain relief whole time, they have an external catheter thing for incontinent women like me, Dr refused, even tho I didn't have a chance to make it to the bathroom in time. ??? With all the fluids, I couldn't stop peeing and was almost always wet, and had to be changed. Humiliating. And the worst part, I had to go #2 again, and instead of the bathroom, I was put on a bedpan. Idk how long I waited...pushed the call button multiple times, no response, just lost it. Crying hysterically, I know my issues with utis, etc...not stupid, knew I would get an infection (and did btw,). Was found, probably accidentally, by the nicest tech, he'll remember, helped try and calm me down, did great, and cleaned me up, then I let him get the Dr... eventually got a Xanax, but it was hours. The infection after I got home is the worst part to me, I'll explain later...if you don't get it...Tried to just leave the next morning after a dream from my guardian ****** and the resident, gave me so much ****, even though I did everything they wanted, and everything was negative, I already had an appointment with a neurologist, but he fought like h*** to keep me there...10 minutes later their neurologist came in, started a med and I went home.The real worst is the month since, no more space..

  Business Response

  Date: 11/30/2022

  ******, we would like to discuss your concerns directly with you.  Please reach out to our quality department at ************ so we may address your experience.  Thank you.

  Customer Answer

  Date: 12/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely and thanx, 
  
  Whatsername *******

  *************************;

• Initial Complaint

  Date:05/28/2022

  Type:Product 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.

  Account # XXXXXXXXX I am the caregiver to a Disabled veteran with a traumatic brain injury who uses the VA for everything. My husband had a serious service connected brain injury that causes confusion and memory loss , and this unfortunately worked in Trinitys shady billing practices. I just found out that He has been paying a bill that he never owed at a hospital he has never been to. The bill is for " ******* ******* " not ********** *******. So far Trinity has scammed him out of $700 and taken advantage of him because he unfortunately has had his common sense affected. :( A Bill was sent for services on August 5, 2021 for XR Pelvis and Lvl 3 free STD Emergency for $2602. This would have been impossible for him to have been there getting those services and the name on the bill is incorrect- it is only half his name so it must be another ******* ******* but it's not ******* ***** *******. He has always refused to go anywhere but the VA. I know all his medical problems- all neurological -and I am with him constantly including that day. Additionally, we were hosting a visitor from out of town that day and the whole week - it's an absolutely impossibility that this bill was ever his and ample photos prove this. We have pictures out that day in Sarasota how could we have possibly be getting hip X-rays in Trinity ? He is early 40s -he is not a senior and would never get a pelvic exam and has only ever used the VA for his health needs for over 20 years except for dental. Your records are wrong and this resulted in him paying someone else's bill. I was extremely sad to see your debt collectors have found it easy to take advantage of a disabled veteran. He is owed a $700 refund and should have never paid you but you threatened. I would like someone to reach out for this to be corrected while reach out to his neuro team at the VA and figure out how to avoid predators like you hoping to find someone sick or confused enough to pay bills that aren't theirs.

  Business Response

  Date: 06/15/2022

  Business Response /* (1000, 6, 2022/06/01) */ We are very sorry and have shared your complaint with our Business Office and asked them to reach out to you. You may also contact them at ************. Thank you.