Complaints

This profile includes complaints for Trinity Health Of New England Medical Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Trinity Health Of New England Medical Group has 4 locations, listed below.

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  Trinity Health Of New England Medical Group

  305 Bicentennial Highway Springfield, MA 01101

• 

  Riverbend Medical Group

  1109 Granby Rd Chicopee, MA 01020-1568

• 

  Trinity Health Of New England Medical Group

  444 Montgomery St Chicopee, MA 01020-1969

• 

  Life Laboratories

  299 Carew Rd Springfield, MA 01104

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:10/03/2023

  Type:Sales and Advertising 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.

  On 2/13/2023, I went to my primary care provider (at the *********** location) for a wellness exam. While there, I was informed that I was due for a *******/****** *******. I got the ******** there, at the provider's suggestion. I recently received a $45 bill for this service. I checked with my insurance provider to see if had been submitted. The insurance company *************** ****** ****), and they indicate the claim was not properly submitted and that ********** was instructed to properly submit the claim. The insurance provider also indicates that I am no responsible for the charge. ************* will not properly submit the claim

  Business Response

  Date: 10/04/2023

  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:08/25/2023

  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.

  Topic: Customer Service I have left a ******** asking if anyone had questions about my notes I left and I received no response. My husband called this morning and was told it was fine and being signed. I received a call this afternoon and was told Dr.************ would like me to have this signed by Dr.****. I explained to the representative that Dr.**** only handles pulmonology, and when I worked with Dr. ***** she would sign off on all both forms because internal medicine manages my overall health. The representative then told me that Dr.********* is not my actual PCP. This information is news to me because when I called to make this appointment months ago for my annual, I was told that Dr.************ was taking new patients. I was told that I would have to meet with my actual PCP to even have this paperwork signed. My suggestion to the representative was to submit it to the new physician and have Dr.*************** and her speak regarding my paperwork and health so that I can get these forms, signed. I was told by that, thats not how it works. I asked for the office managers name and was given Lee B. I asked to speak with Lee or get her contact information and I was put on hold 3x and then told that I have to reach out to Ashley and Ashley will determine if Im allowed to speak to Lee. I would appreciate a phone call as soon as possible so that we could come up with a solution to this issue and my FMLA and CTFMLA does not expire because of this office holding it up.

  Business Response

  Date: 08/25/2023

  Thank you for contacting Trinity Health Of New England (THOfNE). As with all reports, we took your
  concern regarding a report of an office issues 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: 08/25/2023

  I have been reaching out using my chart. I continue to send responses through my chart and not receive any responses back from any staff. The patient advocate spoke with me yesterday and said she would reach out to the Doctor Who did my annual physical to find out if she had researched beyond the last two years of **** that were filed. Today she responded and said that the doctor did research, but I did not get a straight answer if the doctor did researched in the years past to see that my internal medicine doctor has signed off on these documents prior. I was informed that the Doctor who was assigned to my annual physical is not excepting patients. I am still waiting for a response to why the Doctor is refusing to sign mine and my husbands ****. I am still trying to understand why in June when I called to be set up with a new internal medicine doctor I was given the option to work with Dr.*********** and as of yesterday I was informed she has not been taking new patients for years and she is not actually my assigned pcp. However in June I was told she would be able to be m pcp and sign medical forms. I need clarification, communication and a solution. I do not appreciate being treated as a number and not a human being. 

  Customer Answer

  Date: 08/25/2023

  I would like it also noted that I had asked how I could talk to Dr.************** about her decision with the **** and to find out if she had researched further back to see when Dr. **** signed off on the ****. I was told that the representative was not going to talk to the doctor about that and I asked how could I and I never received a straight answer. It it was reiterated to me that the doctor is refusing to sign the ****. So I am now being forced to seek out **** from five other doctors since I have multiple specialties. All I was looking for was a simple answer to a question. And I want why I was told that Dr.************ would not sign off on the **** and I would have to meet with another PCP for two different appointments. Meeting one would be to meet them and meeting two would be to have them sign off on the paper so I would be having to pay two different co-pays just to have the paperwork filled out. I dont understand how that is benefiting the patient and just giving trinity health and these doctors more money from my insurance company. I even asked if my co-pays could be waived and I was told thats not that representatives responsibility.

  Customer Answer

  Date: 08/26/2023

   
  Complaint:********
  
  I am rejecting this response because: I have heard back from no one regarding my concerns and conversations I have had on 8/22 and 8/24 and 8/25. This is not resolved unless I hear from someone directly that can resolve this issue. I should be hearing from someone not already involved in this issue.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/11/2023

  BBB has spoken to the business: 

  Thank you for contacting Trinity Health Of New England (THOfNE). As with all reports, we took your concern regarding a report of an office issues 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. The only information that can be confirmed at this time is that the consumer was contacted directly by their provider on 08/30/23.

• Initial Complaint

  Date:06/15/2023

  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.

  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/Collaborative Lab Services. 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 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. 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 to have 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: 06/15/2023

  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:02/03/2023

  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.

  I received services for lab work on 5/10/22. I paid this bill on Sept 13, 2022. The check was cashed on Sept 16, 2022. I continue to receive bills monthly for the same bill that has previously been paid. I call every single month. And in October 2022 sent proof of payment made and date they cashed the check. I am still being sent a bill which now says it will be sent to a collections agency. When I call they tell me there is nothing they can do and there is no supervisor that I can speak with. I am at a loss for the next step since they will not allow me to speak to anyone. And I have provided all the information to back up the payment. It is completely unprofessional.

  Business Response

  Date: 01/13/2023

  Please note this complaint # ******** belongs to Life laboratories *************, ***

  Please forward complaint to them

  Business Response

  Date: 02/06/2023

  Thank you for contacting Trinity Health Of New England (THOfNE).  As with all reports, we took your concern regarding a billing matter seriously.  Given the sensitivity of patient information and to protect the privacy of our clients, 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: 02/06/2023

   
  Complaint: 18714071
  
  I am rejecting this response because:  I have contacted them over 10 times on this matter and they continue to tell me they cannot help me.  They also tell me there is no supervisor that I can speak to.  And there is nothing they can do to remove it from the system even though I have already paid it.  They have not contacted me directly.  They sent this bill to a collection agency, months after it was paid.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/15/2023

  Thank you for contacting Trinity Health Of New England (THOfNE).  As with all reports, we took your concern regarding a billing matter seriously.  Given the sensitivity of patient information and to protect the privacy of our clients, 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: 02/16/2023

   
  Complaint: 18714071
  
  I am rejecting this response because:  They have not tried to contact me and take care of this matter.  I have called them over 10 times and all I am told is they cannot help me.  I am not being contacted by collection agencies.  This bill was paid in full and that needs to be reflected in their system.  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 02/16/2023

  A response letter regarding Consumer Complaint #******** was mailed on February 14, 2023.

• Initial Complaint

  Date:09/14/2022

  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.

  A payment was issued to the provider on 7/6/22 and cleared on 7/12/22. After calling to rectify and confirm a payment was received and cashed. Life Laboratories was unwilling to research further to rectify the discrepancy. I offered to email a copy or provide the necessary check information over the phone to resolve the matter, the representatives still did not want to resolve in a timely manner for an error they have committed. This is second occurrence they have not applied payment in properly effecting my credit ratings/ A copy of the check is attached

  Business Response

  Date: 09/22/2022

  Thank you for contacting Trinity Health Of New England (THOfNE). As with all reports, we took your concern regarding a report of a billing/collections 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.