Complaints

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

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  Connecticut Eye Center, PC

  639 Park Rd Ste 100 West Hartford, CT 06107-3443

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  Connecticut Eye Center, PC

  35 Waterville Rd Avon, CT 06001-2039

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:08/28/2024

  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 scheduled an appointment for July 25, 2024. The day of the appointment I provided my secondary healthcare insurance card which is ************. The primary insurance has always been and still is ****** ********** vision.
  
  Prior to my visit being started I was told I also needed a refraction, I asked if it were covered by my insurance. The young lady said let me check. She came back and said yes everything’s covered by your insurance at 100% you don’t pay for anything so I said OK.
  
  I didn’t receive a bill in the mail for $475 indicating that my ************ insurance didn’t pay for Into the office and was told that they no longer participate with ****** ********** at that point I was irritated because I was informed that they did and that my visit was covered at 100% using my coverage therefore, I am looking for resolution of this matter immediately.
  
  The resolution that I’m seeking is for Connecticut I Center to submit this bill to my ****** ********** coverage for payment or two have the office out this bill and take it as a loss that I am not responsible for as a senior on a fixed and limited income.
  
  There is no way that I would have scheduled and completed this visit if it were not covered by insurance that makes no sense to me.
  
  Where is the office management and patient notification system if there were any changes with the coverage that I’ve had on file for a few years now with the office And why would I be told the visit that it’s covered at 100% with my insurance that in itself seems as though that I was being targeted and taken advantage of by the office, especially if they knew there were any issues with my insurance.
  
  It appears to me that the office Staff particularly office management needs further training with regards to patient and patient accounts billing and insurance matters.
  
  I am not being held responsible for this huge $475 bill, which should be charged to insurance or taken as a loss at this point given the above.

  Business Response

  Date: 09/26/2024

  Good afternoon, my name is Beatriz C*****. I am currently the office manager at Connecticut Eye Center P.C.  I do apologize for not responding sooner to this complaint as I was away from the office on Vacation.

  I do want to start off by saying that the letter was addressed to ******* ********* who is not longer the Practice manager. Not sure how that information can be updated?  Is it something that I need to call in, email or fax a request for a change of information?

  If I can still reply, I would like to address this matter.  As I read the complaint by the patient, I noticed that she stated that she had 2 separate insurances and the primary was ****** ********** vision which we do not participate with any longer as of April of this year. I can 100% understand her frustration. As I spoke with my front end staff they stated that she was informed that the visit was covered and any out of pocket expense would go towards her deductible. After checking her account there is a balance of $75.00 that I can adjust. I will call the patient and apologize for any inconvenience and also inform her that we will waive that balance. I will also remind her that moving forward we no longer participate with her vision plan. That way she is given the option to remain with our office or be seen somewhere else.

   

  Thank you so much and once again I apologize for the late response as I was away from the office.