Complaints

• Initial Complaint

  11/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  **************** was provided air transportation on or about April 27, 2021. **************** paid the initial requested retainer of $16,440.00. Mr. ******* insurance company made several payments to Trinity on behalf of ****************. Based on the Explanation of Benefits (EOB) ion my clients possession, it appears that Mr. ******* insurance covered the reasonable fees for the services provided. However, Trinity has retained my clients retainer and refuses to return the retainer to him.Before **************** takes this matter before the **************** *************** Officers ****************************, **************** wants to address this matter directly with Trinity in an attempt to resolve this matter amicably. To that end, please provide either reimbursement of my clients retainer or a detailed breakdown with all supporting documentation of all reasonable and customary charges for the services provided to him along with all billing, invoicing, and HCFA ****s, presented to our clients insurance company along with all payments made by Mr. ******* insurance carrier by April 20, 2022.In the event, that Trinity is unresponsive to this request, **************** has directed us to seek and invoke all remedies that are available to protect his interests. If you have any questions, please contact **** am including the following documentation:Receipts of Medical Claims paid by my insurance carrier at the time ****************** ******** Claim Paid Receipt 1 - $20,606.43 ******** Claim Paid Receipt 2 - $24,218.87 Bills can claims from Trinity Air oTrinityAir_MedicalClaim_Original1 oTrinityAir_MedicalClaim_Original2 oInv_21PVT0427TM_from_TrinityAirAmbulance_International_LCC_14208 oRetainerQuotation Wire Transfer Receipts from my ***** Fargo Account oWireTransferReceipt_Page1 oWireTransferReceipt_Page2

  Business response

  11/13/2023

  The Consumer paid Trinity a Retainer in the amount of $16,440.00 to activate air ambulance services on April 29, 2021, from ************************* to ***************, *******. The Consumer had also signed prior to services being rendered a legally binding Retainer Quotation & Transport Agreement (Agreement). On page 1 of the Agreement, it clearly states If Trinity is unable to recover its full billed charges for Services from ****************** plan, Trinity will accept the insurance allowable amount and Patients Retainer as payment in full.
  
  Trinitys full billed charges, in accordance with the Agreement Fee Schedule, were $164,178.60. His insurance plan paid Trinity a total of $44,825.30 (insurance allowable amount), which is significantly lower than our full billed charges. Trinity is an out-of-network provider and has no payment contract with the ******************* plan.  In accordance with the Agreement, Trinity accepted the insurance allowable amount of $44,825.30 and the Retainer amount of $16,440.00 as payment in full.  Therefore,the Consumer is not *********** a Retainer refund.
  
  On April 11, 2022, the Consumers attorney sent Trinity a letter with this same complaint and document request. On April 22, 2022,responded via email with essentially the same explanation as above. All documents the Consumer is requesting in his BBB complaint were already sent to his attorney via email on April 22, 2022. After our email response on April 22,2022, there was no further communication from the Consumer or his attorney,until now, 18 months later.
  
  Finally, the Consumer was covered under a self-insured plan.There were no state or federal laws at the time services were rendered that would make terms of the Agreement invalid.
  
  We previously considered this matter closed with our response to the Consumers attorney via email on April 22, 2022, as terms of the Agreement were followed. Our position has not changed, and no Retainer refund will be issued.
  

• Initial Complaint

  09/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I suffered a scuba diving injury in **************** 3/28/2022. I was flown to ***** by Trinity Air Ambulance 3/30/2022. I wired them $25,920.00 as a retainer on April 7, 2022. Humana, my insurance company, reimbursed them $59,885.03 on May 21, 2022. Trinity is refusing to refund my retainer.

  Business response

  09/29/2022

  Terms of the Agreement with the customer allow ********************** to appeal his insurance for a ************** amount. After his insurance made an insufficient payment, Trinity went through the process to negotiate an additional payment from Humana. This negotiation process takes time to come to resolution. The customer wanted his refund before the claim appeal process was complete. The customer has been issued a retainer refund. 

*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. ↩