Complaints

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

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  Coastal Eye Associates

  1699 N Woodland Blvd Deland, FL 32720-1803

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  Coastal Eye Associates

  2400 Veterans Memorial Pkwy Orange City, FL 32763-1700

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:02/14/2024

  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.

  On November 9th 2023 I went to Coastal Eyes Associates, ******* ***************************, to have my annual eye exam. I have been there in past with no incident. after my exam I was told my copay was $109, the receptionist told me everything is going up but I found it strange because I only paid $60 the year before so I immediately called my insurance and they told me it was $60 and they must have added something else. So I went back and asked her and she said they performed something else on me and it cost $49. I was upset and went home because I couldnt see my eyes wre dialated and I was in pain few hours later I called and left a message that I couldnt see with these new contacts I have to come back and change prescription. They never responded so I went back and after countless calls and complaints *******. I went back and spoke to the receptionist and explained my story and she said well the doctor ordered it. I explained that I wasnt informed and there is a new law about the "no surprises act" which protect us senior citizens from fraud and I needed to be informed. The receptionist started yelling oh my ears and get out of here. Well needless to say 3 months later no one has responded I had to go to another optometrist and get a new prescription for my contacts. The new optometrist also had a form that you need to sign to agree for that procedure which naturally I declined they didnt force it upon me without knowing my situation if I can afford it or not. In closing I am respectfully requesting a full refund for my vosot (copay) because I never received the service (my prescription was wrong) nor did I agree to whatever procedure they performed that day on me.

  Business Response

  Date: 02/23/2024

  To BBB: 

  Mr. * has been a patient since 12/2022.  He had a **mprehensive exam and CL fitting in 12/22 and 11/23.  He was examined by *r. * for both visits. When he came in 11/29/23 and, he had been diagnosed with diabetes since his previous visit in 2022. On both visits he presented his vision plan(VP) and his medical insurance (BCB*). He had mild **mplaints of blur with his **ntacts in the right eye.  *uring the initial part of his exam, he was informed that he had diabetic retinopathy and would need to be dilated.  I also informed him he needed an OCT, a diagnostic retinal scan, to rule out any progression of his retinopathy including macular edema and monitor the retinopathy.  *iabetes is the leading cause of preventable blindness and this is standard of care.  The test **st $45.00, out of pocket.  

  Mr. * was told prior to dilation, in the room, by the doctor that he would need this test and he had 3 options. He **uld use his VP insurance, for his eye exam and CL fitting.  This would mean he would pay out of pocket for the additional test $45. He **uld **me back as a fu and use his BCB*, his ** pay for BCB* is $75, $30 more than the test itself but it is **vered by BCB* or we **uld refer him to a retinal specialist under BCB*.  As his level of retinopathy did not require treatment by a specialists.  He was then dilated and told he **uld think about it and we would do the scan when we checked his retina with the dilation.  Mr. * went into the wiating room, made several phone calls and elected to do the test with his vision plan and pay out of pocket, as this was the least expensive way to receive the care he required.  This is noted in the chart.  The scan results was reviewed with the patient.  He did have active diabetic retinopathy.  We advised better **ntrol of his blood sugar was needed. We scheduled a 6 month follow up.  

  Mr. *'s **ntact lens prescription had minimal change to the right eye. He was kept in the same brand, so his **ntact prescription was given to him on 11/9/2023.  He is able to fill that prescription.  His **ntact follow up visits are **vered with his fitting fees and he has not called to request a follow up. We have no re**rd of him calling with **mplaints of pain or dis**mfort.  We do have several phone calls, **mplaints to our lease holder about $45 charge for the scan.  This BBB **mplaint is the first I have seen that included the **ntact lens dis**mfort.  As I mentioned  above, he was seen on 11/9/23, the first **mplaint about the $45 fee came 1/5/24.  He wanted to know why we did not bill his OCT to his insurance.  He had called and left this message during a holiday closure.  As it is not an emergency, we responded when we returned to the office on 1/5/24.

  As the **mplaints escalated, I agreed to see Mr. * on Feb 10, 2024 at 8:15 to explain and review the situation directly with the patient.  He did not show for this appointment.  He had also scheduled his wife and daughter to be seen on Monday 2/12/24.  Our office cancelled these appointments after he did not show on 2/10/24. We felt it was not prudent to **ntinue care with Mr. * and his family based on the excessive amount of **mplaints that included we "ROBBE*" him.  

  I don't know a good way to move forward.  We provide **nsistent care to all of our patients.  We would not wish for Mr. * to lose any of his vision and we provided and offered the standard of care in our **mmunity with good explanation at the time of visit.  If there is anything else we can answer please let us know. 

  *incerely, 

  Medical Team at Coastal Eye Associates

   

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21278489
  
  I am rejecting this response because: First of all it is loaded with erroneous information. This issue has been going on since November 9th 2023 at 9am i had an appointment with the doctor and not once did anyone mention to me anything about paying more or any test being performed. The doctor has unilaterally decided to perform one and according to the receptionist she can do that. I had called the office that same day to complain about the contacts that i could not see close up items and no one responeded but I left a detailed message on answering machine to call me back which they never did. I called ******* on several occasions filed approximately 9 complaints to have someone reach me to no avail. I did go one evening and spoke to the paharmace manager and she finally explained that they are a separate entity name Coastal eyes and I can speek to the bookkeeper/receptionist. She is the one who informed me that the doctor ordered it and she can do that. I explained that no the doctor can decide on their own without consulting with me and would have to leave that decision to me, because I am the one who has to pay for it and besides I have the right to know what I am being charged for (No surprises Act) and If I want to do it. Needless to say she became visabally upset and started yelling "Oh my ears" and get out of here which I left peacefully and dissappointed.  I informed my insurance of the issue and the filed a complaint and gave me a list of new places I can go to have my eye exam. My new optometrist gave me a form asking me if I wanted that procedure done like all the other optometrist have done in past, which I naturally refused and signed the form. I am reiterating I want my copayment and the extra amount that was charged to me because the failed to advise me if I could afford the procedure or wanted it done I am sure they have the form in their office but tried to conceal it. 
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 02/26/2024

  I forgot to mention in my last response at no time did I agree to meet with anyone. I had a ******* employees send a messages (liason) because the last time I was there the receptionist yelled and I wanted to avoid a confrontation. The ******* employee told me I can meet her (the doctor) the following day which I responded I cant I am only off on Thursdays and I cant afford to take time off of work. So that appointment they claimed I missed I never agreed to. I also forgot to put up copies of my online complaints and several call complaints from my phone records. 

  Business Response

  Date: 02/28/2024

  The additional information does not change this case.  ******************* utilized the services of our office and staff.  He chose to use his vision insurance to cover the exam and contact lens fitting.  He presented with active diabetic retinopathy which requires the physician to address.  He was given choices of how to go about doing so and took the time to contact his insurance company about this choice.  He did so in our waiting room with multiple staff nearby waiting on his response, so we have witnesses to his actions.  He agreed to the additional test and received the scan that helps the doctor determine the treatment path for his condition.  He then received additional counseling on his condition and a plan.  He left the office satisfied and in good spirits.  All of our patients are given a sufficient amount of time (60 days) to evaluate their glasses and/or contact lenses and return for adjustments or consult at no additional charge. We never received any word back from ******************** until the day he came into the office to demand we give him his money back for the diabetic scan.  Our front desk receptionist is not authorized to do that, so she gave him information about our procedures and told him that she could leave a message for the doctor.  He proceeded to attack our staff thinking that it would get him the answer that he wanted, but our staff finally asked him to leave. He did, and wrote a 1 star review about the experience and had someone else write a review as if they were standing there, which was not true.  We have multiple witnesses to this as well.  We have practiced in this location for 23 years and this is the first complaint we have ever received.
  Moving forward, we do not refund patients for trying to strong-arm us with these type of deceitful tactics.  We provide excellent care to our patients and work hard to protect their eye health.  It is very unfortunate that ******************* not only fails to appreciate the care he was given, but has attempted to damage our reputation with fraudulent statements and bullying tactics.

   

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21278489
  
  I am rejecting this response because: I have sent sseveral complaints to ******* via phone and I even sent my phone call records showing I called back to complain on the same day at 11:44 AM and waited for a response on the message I left on your answering machine no one ever called me back from your office so I was calling ******* and left about 8 tickets yet no one ever got back to me (see enclosed ticket complaint filed with ******* on 12/11 then again). Eventually in January I met the optical manager who told me your company was a separate entity and thats when i returned to speek to your bookkeeper/receptionist. when she rudely started yelling as I tried to explain my rights under the "no surprise act" and how I have a right to decide wether or not I want that extra charge you put on my bill. In past i was given a form and always declined it. In so closing I reiterate because you never responded to my phone call (was given the wrong prescription )and I can bring in my phone records to prove it, nor did I agree to any extra charges, I am respectfully requesting a full refund. Please provide me with the form and my signature of me agreeing to have that extra exam you charged me for.  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 02/29/2024

  live on a fixed budget I am low income below the poverty guidelines I have many medical isuues and could not afford any hidden charges. I could not afford to take time off work to go to office I have one day off to vist many other doctors. I was reading and she could not make me pay any extra fees according to the *** and the year before I refused that extra exam. I feel that because I have a hearing impairment and am I diabetic they took advantage of me I am a man of integrity 58 years with not a blemish on my life(no tickets or legal issues). I am irate because I had to use a credit card and the interest is mounting. Thanks for all your help in this matter. **************************************************************************************************