Trinity (less than 1 star if possible)
From the start of using this place for CPAP supplies there have been nothing but miscommunications. I recommend staying away from these people if possible.
I needed to get supplies for my CPAP and the place I was getting them from in the past closed.
Trinity required me to get an order from my Doctor before getting supplies. I could not see the Doctor for a good 6 weeks wait, and then had an order. Trinity insisted insurance required the order, even though a call to my insurance confirmed that they did not require it. Trinity caused the delay in getting supplies. Because of the waits, I could not get a new machine after using one for almost a decade. I could get it in the New Year, but then I would have to rent it for a period, and then buy it. I chose not to do this since it would start a new deductible. I would have done it at the end of the year, since I had satisfied my deductible, and it would have been a lower out of pocket cost. It was frustrating dealing with Trinity process.
I eventually got my supplies, and paid my co-pays after a long period of insurance processing. This was all to get a 'gel mask' replaced.
Six months later, I requested another gel mask. Trinity told me my insurance would allow me to get 1 every two weeks. The catch here is that Trinity is open until 5:00pm, has no early hours, no late hours, no weekend hours and no flexibility. I ordered one, but it was a while before picking it up. When I took time off work to go pick it up, they had given my parts to another customer, and said the supplier had discontinued the parts. According to Trinity, I now I needed to get new headgear, a new mask, etc. I was given the choice between something for another CPAP manufacture, or a full face mask. I have a beard, and have tried a full face mask before and I know it is not a good fit. I asked the cost of the supplies and was told that every insurance charges different prices, so they could not tell me.
I started using the new supplies, and after a short time, the part that holds one of straps on my forehead broke, while putting it on. During using the mask, it was constantly blowing air back at my face. The only position of the hose coming from over my head directed the air away from my face. My wife told me many times coming to bed that my mask was leaking, but my mask was on.
After it broke, trinity told me that I would have to replace this out of pocket, or wait 6 months before insurance would cover it, or a new mask. Trinity eventually replaced the headgear with another, but I thought it would break again, and never opened it. They may have felt they were giving me something, but I felt like they were replacing crap with more crap. This headgear was not useable for me.
A full three months later, I finally receive the statement for the supplies and they cost over $150. In discussing the masks with Mo at Trinity, she said I was offered to choose from their wall of masks, and offered a 30-day trial; which I was not. Mo finally realized that Trinity offers the 30 day trial to new customers, and when I came there, I was happy with my current mask. Mo spoke rudely to me, often cutting me off on the phone, saying I just didn't want to pay my bill, and that I signed for the mask. I called trying to see if something could be worked out, but instead she tells me that she can't help me.
I should not have to pay for each mask I try at hundreds of dollars each until I find one which works. She tells me she would go out of business. Mo said she was going to inactivate my account and contact my doctor. I asked for the part numbers of what I was using and what I had tried, so I could go somewhere else. She said I was given that with my supplies. I asked again if she could give my history of what I have used, and then she tells me she has other customers to help, and that I would never be satisfied. She then hung up on me.
Warning! Go somewhere other than Trinity Health care. They care about dollars, and taking care of their bottom line, and not customers. I feel sorry for anyone who works there in that environment. read more
