Complaints

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:10/30/2023

  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.

  I called Sibia Eye Institute and my first question to them was do they take both my insurances. The woman on the phone stated yes they do. So due to this I made an appointment for cataract surgery. I saw **************** and was told I had to come back to get measurements for the surgery. I did so on Oct. 26. They then told me after my appointment I had to see their financial coordinator to schedule the surgery. I was told to sign a bunch of pages that were basically pre typed and blank on everything else. After the lady tells me I owe them money because they do not take my insurances. I was livid. She told me she did not know why their rep stated they took my insurances and that they made a mistake. To me this is not acceptable. I was pressured into paying for it. The lady ended up taking it out and the full payment for the surgery. I asked to speak with the manager when I was leaving but he/she was not available. I have left many messages and voice mails for ******************* the manager there. I stated I want my money back and will not be allowing them to do any surgery on me and to cancel it. Ms. ******** has not returned any of my calls and I have not been refunded my money. I do not appreciate being lied to by their facility and being overcharged and being charged for services I am not having with them. I trusted them to be honest with me after all they are a medical facility.

  Business Response

  Date: 11/29/2023

  After speaking to our surgery coordinator staff, I was informed that the patient had been seen as she stated.  I was also informed that our surgery coordinator explained to the patient when she was signing paperwork that we only took her primary insurance, not her secondary.   I have not been able to confirm who ************** spoke with originally when making the appointment, nor was I able to confirm that she was told we accepted both her insurance plans at the time of scheduling.  I do know that my surgery coordinator apologized with ************** about any confusion and asked if she wanted to proceed with the surgery and pay the coinsurance due, since we would be unable to file her secondary insurance.  I can only assume ************** agreed to proceed forward because she did pay our facility and proceeded with scheduling a surgery date.  I can only assume that after ************** had time to think about it more, she decided to cancel the surgery and request a refund.  I received a voice message from ************** and I spoke with our surgery coordinator who told me she had already spoken to ************** and everything was moving forward. I'm not sure where the breakdown in communication was; however, once I received ****************** second voice message, I called her back with my surgery coordinator present to clarify everything again.  However, I had to leave a voice message for ***************  I apologized in the voice message for any inconvenience she may have experienced with our office and that we would be happy to refund her money and provide her medical records once she signed a medical release form.  I have spoken with our billing manager who stated she has left multiple voice messages for ************** to call her regarding the refund check.  My billing manager has not received a call back.  We will continue to make every attempt to refund ************** her money as well as provide her the records she has requested.  We strive to provide the best customer service at ********************** and regret when any of our patients are dissatisfied.  We will work diligently to resolve this issue to ****************** satisfaction.

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20801202
  
  I am rejecting this response because: Your surgery co Ordinator did not state to me that you did not take my insurance until after the transaction took place and she took monies from my account I did not authorize. You have not refunded me at all. I have called numerous times and no one answers your phones. I want my money back now! I let the manager for Sibia Eye Institute know the day after this occurred what happened and told her I was cancelling the surgery on that date and also I told her I wanted my money back a.s.a.p.  I did not need time to think about anything. It all was cancelled the day after my appointment October 26th 2023. The manager's name was ***************************. Was this woman lying to me as well and pretending to be a manager?  The woman who called me was not ***** who left a message letting me know their people thought others handled the situation and apologized for the staff lying to me to get me in. She stated they would give me a full refund. I was not told to call the facility at all. I did attempt to call again today yet no one answered as usual.  Yet that was 2 weeks ago and still I have yet to receive my money back. I do not appreciate the lies this company states. Also I have requested to speak with the owner Dr. ********************** numerous times and he will not respond.
  
  Sincerely,
  
  Sas *****

  Business Response

  Date: 12/28/2023

  I understand that ************** left our office multiple messages.  We also tried reaching her by phone as well with unsuccessful attempts.  To my understanding she finally spoke with our Billing Manager, *******.  A refund check and patient's medical records were mailed to her on Dec 21st by *****

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 20801202
  
  I am rejecting this response because:  *********** did not refund all my money as I was told they would. *********** still owes me $115.00. I was told I would get a full refund for the amount they took. I did not. 
  
  Sincerely,
  
  Sas *****

  Customer Answer

  Date: 01/08/2024

  I did send a reply that they still owe me money. I sent that a while ago. I stated I did not accept their response on your web site.