Complaints

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

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  Trinity Health System

  4000 Johnson Rd Steubenville, OH 43952-2364

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  Trinity Health System

  380 Summit Ave Steubenville, OH 43952-2667

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:07/24/2024

  Type:Billing 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.

  Tinity continues to send a billing statement for Services that are covered at 100% (Wellness Exam). We **** & ***** ***** have reached out to Trinity Billing several times starting in May 2024. We also have confirmed with ********** (healthcare provider) that the Wellness exam including blood work is covered at 100%. This situation is for *****. The blood work lab was inadverntly not noted as a Wellness exam by the physicians office (Dr. K*********). The Dr's office faxed the information of the coding to be corrected to Trinity. Trinity has acknowledged to the Dr's office of receipt of the FAX. Trinity refuses to correct the billing / coding on their end. Trinity explicitly stated this to us on 7/10/2024 during a call initiated by us (*****) "Trinity will not change the code. This marks no less than 3 times that Trinity has improperly billed us in the last few years. We pay our Bills - however I do not give my money away due to others errors, greed and potential fraud. They attached FAX was sent to Trinity at least twice.

  Business Response

  Date: 08/01/2024

  Please see the response to the complaint made by **** ***** against Trini.ty Health System.

  Patient ***** *****

  DOB: *******

  DOS: *******

  Patient presented to Trinity Health System for lab services. Total charges were $670.00. Patient has insurance carrier

  ********** Just 4 Me. Patient's insurance was billed 2.17.24 with the following diagnosis codes: *** ************* * ***** ***** ************** *** ****** ******** ******* *******. These diagnoses were on the physician's order. Claim was paid on 2.27.24, $595.65 was posted as a contractual and the balance of $74.35 was left as patient responsivity towards their deductible.

  A representative spoke to the patient regarding the balance due on the account on 3.26.24.

  Multiple communications took place between the patient and a representative from the period April 8, 2024 through July 12, 2024. as the patient was questioning the balance left due. On April 23, 2024, the physician did update the order with the diagnosis code of ******- Encounter for general adult medical exam w/o abnormal findings. This correction was faxed to the Patient Account Department. The process should have been to send the corrected order to coding who would have then added the diagnosis and then we should have rebilled the claim to the insurance company. This did not happen. We did not follow standard procedures, thus the diagnosis was not added and claim was not rebilled. The patient continued to receive statements.

  From the notes on the account, the patient did not escalate this beyond the representative. I as the Director, nor my manager were ever aware of the issues regarding this account.

  Several people on our staff did drop the ball on this account and I certainly understand the patient's frustration. We have since rebilled the claim with the added diagnosis and the patient should not owe the $74.25. We have also educated our staff on the importance of follow up, questioning and paying attention to detail on the accounts and escalating to management as appropriate.

  The patient has also been contacted and we have apologized for our mistakes on this account.

  Should you have any questions or need anything else, please do not hesitate to contact me via email at or via phone at ************. Thank you.

  Customer Answer

  Date: 08/08/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  However we would want the following comments to be made as part of the public acceptance response:

  While Trinity FINALLY corrected the coding issue and admits that Trinity did not follow procedures, what we do not see in their response is the mention of a conversation with a representative in which we were told explicitly that Trinity would not change the coding.  Trinity also mentioned in their response that there were multiple communications between “the patient and a representative from April 8, 2024 through July 12, 2024” (it is actually multiple reps).  So for over three months’ Trinity knew and had the opportunity to correct the situation and refused.  In our opinion the only reason Trinity took action is because we filed a complaint with the BBB who in turn reached out to Trinity.  We applaud BBB for their efforts in protecting consumers.

  This is not a onetime experience for us with Trinity and their billing practices.  I advise those receiving statements from Trinity for an amount due, to question every detail of your bill and make lots of notes.

  In general Medical Billing is a mystery with extremely generic language to the patient, the consumer deserves better. 

  Regards,

  **** *****