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Complaint Details
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Initial Complaint
08/24/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I was a patient at TrustPoint Hospital in February, 2021. I am now trying to enter ********* ************** Center's career program and they requested all my medical & mental health records. Department of Human Services sent the first request to TrustPoint in February, 2022 and a second one in June of this year. Then over the past two months I have been trying to get them myself because they had not provided them for the state. I was turned down for the fall session of school because I did not have these records and I am on a deadline to be able to get into the January classes, which was August 23rd. They are working with me if I can get the records this week, but TrustPoint will NOT contact me. In fact, other than the phone operator answering the phone and one answer by Human Resources, every call I make goes to someone's voice mail and NO ONE will return my calls. I faxed a release and a request for records on Friday, August 19th and gave them my deadline information and again NO RESPONSE. I need help in getting in touch with someone there at the hospital that will release my records. I know there are laws protecting me and I am frustrated that it has come to this. Please, please, please see if you can help.Business response
09/12/2022
Consumer Response /* (2000, 9, 2022/09/09) */ The hospital has called and shipped my records. Please kindly close this complaint as I am satisfied with the resolution.Initial Complaint
02/01/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I was due a refund since I paid out of pocket to cover my deductible and I had already met my deductible. Even though I told them that at the time. I still had to pay, I was told once it was confirmed I would receive a refund. I had been almost a year. I have called and stopped in and received ridiculous answers why my refund had not be processed. Its approved but they have not gotten permission to release it. This is absolutely ridiculous and I have never had to wait so long to receive a refund from anything. No one returns call and all this follow up promises made we're not kept. I updated my information so they could always reach me absolutely no excuse why I have not received my money. Considering why I decided to receive out patient treatment it is absolutely unacceptable that instead of this issue being dealt with professionally it had become stressful situation that I have had to worry about. I was patient because the people on the side of my care was amazing however I want my money back ASAP or I will be looking in to civil remedies.Initial Complaint
11/02/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
My daughter was admitted to TrustPoint. I will not go into mental health details because they have no bearing on this complaint. At the end of her stay we were told there was a discount if the balance was paid in full on the day of discharge. We paid the discounted amount. I did not want mail arriving at our home from a mental hospital with our daughter's name on it, as a constant reminder of what she and we as parents went through. We have been receiving mail and are now receiving calls from a debt collector saying we owe a balance of $322.23.Business response
12/16/2021
Business Response /* (1000, 10, 2021/12/10) */ Contact Name and Title: ******** ******, NPC Contact Phone: XXX-XXX-XXXX Contact Email: ***************@trustpointhospital.com While I can understand the frustration of the *******'s, like all other hospitals, the hospital charges and the professional service charges for the psychiatrist visits are billed separately. In this case, the ******** were given the option of a discount on the balance of the hospital bill if paid in full at discharge. This was posted to the account on 7/21/2021. The physician charges were sent separately via mail on 3 different occasions after the insurance applied the allowed balances to the deductible. There have no attempts by the ******** to reconcile these charges or inquire about these charges. On 10/1/2021, the charges were turned over to the collection agency, ***** ******. Based on the information in this complaint, it seems this was not well explained on discharge. To partner with those in our community who utilize our services, we will rescind the provider charges and cancel the owed amount of $322.23. This will take time to process but our business office will reach out to the ******** to close out this event. To better serve our customers in the future, we will look into a more generic type of mailing so that it is not evident where the bills are originating. We will also ensure that there is a clear understanding of the billing process on discharge to prevent confusion regarding how our charges/invoices are generated.
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Customer Complaints Summary
6 total complaints in the last 3 years.
1 complaints closed in the last 12 months.