Complaints

This profile includes complaints for Barnet Dulaney Perkins Eye Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Barnet Dulaney Perkins Eye Center has 27 locations, listed below.

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• 

  Barnet Dulaney Perkins Eye Center

  63 S Rockford Dr Ste 220 Tempe, AZ 85281-6226

• 

  Barnet Dulaney Perkins Eye Center

  14239 W Bell Rd Ste 216 Surprise, AZ 85374-2482

• 

  Barnet Dulaney Perkins Eye Center

  698 E Wetmore Rd STE 100 Tucson, AZ 85705-1752

• 

  Barnet Dulaney Perkins Eye Center

  1151 S La Canada Dr Ste 200 Green Valley, AZ 85614-1943

• 

  Barnet Dulaney Perkins Eye Center

  40 Capri Blvd Lake Havasu City, AZ 86403-5661

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:09/08/2023

  Type:Product 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.

  Billed in error for an annual eye exam as a specialist visit. The annual exam was covered in full by insurance. The copay from the billing error was forced to be paid in order to check in for a follow visit for something else. Billing department refused to assist with resolution and sent me to the Sun city location where I left them with a message. No one ever called back. A month later I physically went to Sun city office and left another message in person because their office manager or supervisor who was sitting there did not want to help me at that time. Then someone called and left a voicemail. When I tried calling back I got the call center who refused to give me a phone number to the Sun city office and said they can send a message. This company is unethical and performs fraudulent billing practices and then avoids you by preventing any communication with their office directly. When I was there in person they said I had to call billing but billing said they cant do anything because the Sun city office submitted what to *********** bullshit!!!!!! They owe a refund for the forced copay!!!!!

  Business Response

  Date: 09/14/2023

  The manager has contacted this patient directly to collect more information so we can work with him on a resolution.

• Initial Complaint

  Date:08/11/2023

  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.

  Hello, I recently had an appointment through Barnet Dulaney Perkins Eye Center. I went up to the front desk and due to their system being down, they did not verify whether I was checked in or not. They informed me that once their system is running again that I would be completely checked in for my appointment. While waiting in the lobby, the receptionist called me up to the front desk and informed me that I had a $10 co-pay. They did not ask me for my current insurance information as it had changed from the previous insurance that I had the year prior. As I was trying to order my new glasses at the company, the employee states their system was down again, and she was not able to verify the amount that I would pay for my glasses with my insurance. The employee notified me that she would call me at the end of the day once their system was up to complete my order for glasses. She called me and stated my insurance was not covered and they don't accept EyeMed. The company did not verify my insurance, they assumed that I was using the insurance that I had from the year before. I was never contacted by them, but was sent a bill of $357.00 charging me for the entire appointment. It is very disappointing that this company did not verify my insurance. If they wouldve informed me at the beginning of the appointment that they didnt accept Eye Med then I would not have stayed for my appointment and found a provider who did accept Eye Med. Due to the fact that I am being charged for the appointment, I am not financially able to purchase my new pair of glasses that I am in need of. I am contacting you to ask if there is any way that I can be assisted with paying for this bill? Or if I can dispute this bill entirely. If I am responsible for paying this entire bill, then I will not be able to purchase my new pair of glasses, which was the whole reason why I attended this appointment. Please let me know if there is anything that can be done. Thank you.

  Business Response

  Date: 08/16/2023

  Thank you for bringing this complaint to our awareness as we would have resolved this immediately with ************** had we been aware there was an issue. Our normal process is to verify insurance with all patients upon check-in. During our investigation of the complaint, we found that the staff who prepared the charts for the next day made a note to update her insurance because they could not locate benefits through her prior insurance in our verification system. However, since the system was down when she arrived for her appointment, the front desk staff did not see the alert. While the system being down is out of our control and limits our ability to follow our normal processes, we agree we should have made further efforts to obtain updated insurance information. Therefore, we are happy to adjust off the exam changes of $357.00. We hope that in the future ************** will feel comfortable to discuss concerns directly with our site manager as we are dedicated to patient satisfaction and resolving issues as they arise. 

• Initial Complaint

  Date:06/23/2023

  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 had lasik surgery here in 2007 which went great. I've been back to the *********** office a few times since for checkups which also went great. The last COMPREHENSIVE EYE EXAM was on May 1, 2023. After four requests since then to obtain the results of my exam, hence my current prescription, I was told today that this "piece of paper" with the results they already have will cost me $52.00 more, which I can pay by credit card over the phone. Interesting. The exam was not cheap and there was nowhere where this was posted, or written that I saw, and nobody stated this during the exam. This is not good business practice, it is not fair, nor is a "piece of paper" with the results of the exam I paid handsomely for worth $52. I believe the RESULTS are what a comprehensive eye exam pays for, yes? I'd appreciate receiving my prescription, it's effortless to send that by email and I believe I've already paid for it. Thanks....

  Business Response

  Date: 06/26/2023

  Good morning,

  The patient's prescription was mailed instead of emailed as per his request. The patients rx has been emailed to the email address on the account as of today's date. Please let me know how I can be of further assistance.

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair 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.

  I seen ************************** at Barnet and ******* in ******** ** in May 2023 at the time ************* removed me off ******* eye drops said pressure was good ******************************************************************************************************************************************************* in a month 2 weeks went by and I felt pressure in my eyes starting I wasnt going back to that Dr and went to another eye dr in June 7 2023 the dr said my eye pressure was **************************************************** back on Timolol ************************** is not a trustworthy Dr

  Business Response

  Date: 06/16/2023

  Dear ******************,

  We are very sorry you are unhappy with your experience with ************** at Barnet Dulaney Perkins Eye Center. Our goal is to provide excellent care to all of our patients. In the interest of protecting your health information, we can only provide limited details surrounding your care on this forum. We performed an investigation of your complaint. It was documented that you had missed your morning dose of the Timolol drops when your pressure reading was obtained on 5/1/2023. Based on that information, ************** felt your pressure was well-controlled using your other drops. Due to your medical history, ************** felt it was in your best interest to stop the Timolol to ensure it wouldn't contribute to other health concerns. 

  We see that you contacted our office on 5/4/23 to discuss the concerns you had about the drops. We made 4 attempts to contact you (including leaving messages) and did not hear back. Furthermore, refills for Timolol were provided to your pharmacy on 5/8/23. ************** would be happy to discuss this with you; feel free to contact our office. We would also be happy to provide your medical records to you or a new provider if you wish to continue care with your new doctor. 

  Again, I apologize you feel dissatisfied with your care.

  Customer Answer

  Date: 06/16/2023

  The say I came in to see ************* I mentioned to her assistant I ran out that morning of my Timolol I didnt say I didnt feel like take it . And take of my eye meds because she said my medical history my neurological Dr *************** Dr my Pcp dr all known I was on timolol and didnt disapprove my taking meds so that is a lie from ************* she never asked what caused my strokes just assumed. 

  Business Response

  Date: 06/19/2023

  Good morning ******************,

  Again, I apologize you are dissatisfied with the care you received from **************. If you would like to further discuss your concerns with someone from our medical staff, please contact our office or advise on what can be done to resolve this complaint to your satisfaction. 

  Thank you.

  Customer Answer

  Date: 06/22/2023

  
  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 for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:06/07/2023

  Type:Order 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.

  This medical practice owes me $83.09, which I have been attempting to have refunded to me since January of this year. I have made multiple phone calls, the most recent on May 17,2023, when I was told the payment had been signed off by our VP and I should receive the check shortly. As of today, June 7, 2023, I have still not received a check.I have advised the ********* location of this medical practice that I am not continuing as a patient in the event they were thinking they can apply this credit balance against future services.

  Business Response

  Date: 06/15/2023

  Good afternoon,

  We apologize for the delay in processing the refund in the amount of $83.09. Due to the elapsed time, if the patient would prefer, we can contact the patient and plcae the refund on the credit card of her choice.

  If this is an acceptable option, I am more than willing to contact the patient and facilitate the refund. Placement of the refund on a credit/debit card usually results in the funds being available in less than 5 business days.

  We look forward to working with the patient to resolve this matter amicably.

  Thanks,

• Initial Complaint

  Date:04/05/2023

  Type:Product 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 a bill for $1500.00 for contact lens consult. I DO NOT wear contact lenses, nor was a given a prescription for one. I would not think that would cost $1500.00 regardless, and have received a verbal acknowledgement of that by the billing department when I called mid 01/2023. *** reached out to the billing office 2-3 times and they do believe its a billing code error since since it is such an erroneous amount. The billing department has escalated the bill to a supervisor. The most recent bill (02/2023) they had deducted some of the other charges but has left the $1500.00 script contact lens incorrect one. The last time I spoke to someone, the lady said that it does not look right, and since it was a still unresolved for over a month, she cced her supervisor. It is now March, I would like to seek a resolution please. I would not have escalated it but I am not getting any callbacks, old bills. I hope you can kindly help me, it is quite frustrating.

  Business Response

  Date: 04/05/2023

  Good afternoon,

  Our foremost apologies for the billing error. The account balance was inadvertently moved to patient responsibility while the charge was being voided. As of today's date, there is no balance on the account. I'd be more than willing to reach out to the patient to explain the details of what happened with the billing statement or provide an updated statement showing no balance due.

  We sincerely apologize for the inconvenience this may have caused.

• Initial Complaint

  Date:02/23/2023

  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.

  I scheduled a ROUTINE eye exam on 1/23/23. I was using my ********** Care 500 Plan VSP. My charge should of been $10 for the exam. During my visit, I was given the routine eye exam and the screening Fundus Photography which I paid the $40 fee. This exam was no different then my previous eye exams that I received in the past at this business To my surprise, I received a bill in the amount of $116.65. ( if billed correctly under my VSP plan, I should only owe $10). After reviewing the statement, it showed that they billed ******** for this exam. Apparently, it was billed as a medical appointment under code ******************** Moderate. MDM. (Im an exiting patient, Not new)I was NOT told that ******** would be charged for this and I did NOT give permission to bill them. After all, it was a routine eye exam and I should only be charged $10 for the visit. I tried to resolve this, but the two individuals that I spoke with told me that this could not be changed and the charges were valid. The **************** i received is unacceptable. Its been over a week since the first person I talked to told me a manager would call. STILL WAITING!!!!

  Business Response

  Date: 02/24/2023

  Good afternoon,

  Thank you for bringing this to our attention. The encounter has been referred to our coders to update the E&M visit for an established patient. The coding team will also review the medical record as dictated by the physician for potential dx code updates.

  Once the review is complete, the claim will be resubmitted to the payer for reprocessing. An updated EOB will be supplied by the insurance carrier.

  In the interim, I am always available to call the patient to answer any questions or concerns that he may have.
  

  Regards,

   

  Customer Answer

  Date: 03/13/2023

  
  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 for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:02/06/2023

  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.

  Barnet ******* Perkins (BDP) was my eyecare provider up until this matter arose. BDP has a policy of charging a $25 no show fee for people that fail to show up for their appointments. The fee they are trying to collect from me is the result of an appointment I cancelled due to a misdiagnosis and a failed procedure resulting in a lack of confidence with the company and their doctors. I in fact called the company weeks ahead of my appointment telling them I wanted to cancel the appointment. They later sent me an email regarding my upcoming appointment to which I replied I had already cancelled the appointment. I tried at least three times to tell them I was cancelling the appointment, apparently to no avail. After each overdue notice I replied that I was not going to pay the invoice for the reasons stated above. It is absurd they are asking me to pay the $25 fee since I cancelled the appointment in advance, and in particular since I spent over $2,000 for their botched procedure. I then received a letter from a collection agency HCI, that they were acting in behalf of BDP to collect the $25 I owed them. HCI stated that I could dispute the debt by writing to them which I did with a detailed letter. Within a few days I received a letter from HCI stating "We are in receipt of your dispute and request for verification...and have enclosed the billing statement provided by our client" (BDP). I called HCI and asked if they had attempted to verify the comments from my dispute letter. Their representative told me HCI didn't need to verify the details of my dispute and enclosed another invoice for $25.I regret I did not look up the BBB rating prior to selecting this company for my eye care. Had I done so I would have seen all the complaints filed against Barnet ******* Perkins and searched for a more reputable company.

  Business Response

  Date: 02/08/2023

  Good morning,

  Your account was reviewed, and an adjustment was performed to remove the balance assigned to you. The collections agency has been notified to remove your account immediately. 

  We can also confirm that your information has not been submitted to a credit reporting agency.

  We apologize for the inconvenience and hope that these actions are satisfactory. Please feel free to contact our billing department and request to speak with the Patient Account Manager if you have additional questions or concerns about your account.

  Regards,

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 11-21-22, I took my 12 month old in after a referral from his pediatrician for his gaze alignment. When making my appointment I confirmed that his medical insurance would be charged since eye exams are covered for pediatric patients on our insurance.On 12-30-22 I got a statement saying I owed $230. ************************ who sends the bills for this location gave me the run around telling me I had to call my insurance and that I really only owed $95 because they were giving me a cash pay discount. I called my insurance and they said the visit was coded as a standard vision exam like an adult would have. They said it needed to be coded as the children's medical exam since it was a referral from our pediatrician. I called AVP back and had to wait on hold again. They said they would send it to review to be coded again, but they would not update me. I'd have to call back again in 2 weeks. On 1-9-2023 I got a bill in the mail for the same $230. I called requesting an update and was told the recoding had been denied. I asked for a supervisor or appeal and was denied because it would be "useless". I called my local BDP office and explained what all had happened. I hoped a person in our local office might treat us as more than just a number for the bottom line. She said she would speak with our provider and call me back. I've not gotten a call back or update.This isn't the first problem I've had with this company. I was a patient myself and had to argue with AVP on the phone because they were claiming my copay was $30. My copay was only $10 and I paid it in the office. They made me call my insurance and then AVP said they wouldn't honor it without proof. I finally got the agent to agree to call the insurance and work out proof, but of course he never confirmed that my bill was resolved.This company is happy to over charge me by not coding charges correctly and not sending accurate bills per my coverage. I can't trust anything they say at this point.

  Business Response

  Date: 01/13/2023

  Good afternoon,
  Thank you for bringing this issue to our attention. We were able to conduct a thorough review of the account and found that the *** referred the patient to *** due to a failed vision screening.
  After receiving the initial dispute, the claim was sent to our coding team to review the patient's medical record for accuracy and additional coding options for the claim. The diagnosis code on the claim was coded to the highest level of specificity under CMS guidelines (Z01.00 which indicates a routine eye exam without abnormal findings). Coding the claim using the child health exam (Z00.129) would be inappropriate given the referral and findings of the provider. Wed be happy to discuss this with the parent and/or provide her with a copy of the patients medical record for review.

  I look forward to your response.

  Thanks

  Customer Answer

  Date: 01/17/2023

  This still doesn't change the fact that my insurance company has said it should be covered and told me that it has not been coded properly for them to be able to cover it.  It seems so strange that there isn't a way to code this considering you're saying if my child had been diagnosed with a problem based upon the referral that insurance would be covering this, but since he got cleared you can't code it as anything that will be covered. 
  

  Furthermore, this doesn't change the fact that I was told a cash pay discount should be applied to our invoice since this wasn't being run through insurance.  My statement does not reflect this change even after it was addressed on the phone during one of my initial calls to attempt to resolve this. 
  These continued billing errors and problems make this appear to be a cash grab from your customers. 

• Initial Complaint

  Date:01/05/2023

  Type:Product 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.

  On 9/6/2022 I had a consultation with Dr. Grant M**** for a blepharoplasty. When I made the appt, I asked the receptionist if there would be a charge for consultation and she said there is not. In November 2022 right before Thanksgiving, I received a bill for 415.00 and that is minus the $50.00 copay they collected from me at the time of the consultation. False information was given to me and now they are trying to bill me or my insurance. I would NOT have proceeded with this appointment if I knew there was a consultation charge. The receptionist told me that there would not be a consultation charge.

  Business Response

  Date: 01/19/2023

  Good afternoon,

  The response to this grievance is attached.  Please let me know if you need anything further.

   

  Thank You

  Customer Answer

  Date: 01/19/2023

  
  
  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 for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  ****** *******