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:06/14/2023

  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.

  In the spring of 2021 I had cataract surgery with ***************. This surgery center seems to be affiliated with his practice. The surgery was in April or May of 2021. Shortly after that I thought all bills were paid. In the late fall of 2022, more than 1.5 years later, sun coast surgery center surprised me by sending a bill for an additional $840. For > 1.5 years I had not heard anything from them. When I called initially the person who answered said I did not owe anything. Then I got a call back saying I did own the $840. It seems to me if I owe something they should not wait > 1.5 years to tell me about it. Their records claim they sent me a bill every month. I did not change my address, and the post office is not bad enough to lose more than 18 bills. I don't know why they never contacted me, and then sprang this bill on me, but I called them as soon as I got the bill to try and figure out what happened. They totally mis-handled this. I think they owe me a bill much sooner than > 1.5 years. I think given the fact they let me think for > 1.5 years I did not owe anything, they should completely drop the bill, but if they cut it in half to acknowledge their culpability, that would acceptable.

  Business Response

  Date: 07/18/2023

  Good afternoon,

  I received the complaint letter dated 6/27/2023 on my desk. I have been out of the office for several weeks and just returned yesterday, 7/17/2023 and saw this on my desk - therefore I am addressing it today. I apologize if there was any other letters sent previsouly. If so they may have been misdirected.

  This patient was given a cost estimate on 3/16/2021 prior to the procedure in which he signed. I did not attach it due to PHI.  We mailed monthly statements to his residence on file -  please refer to the print out of monthly statement documentation. Our staff had communicated with him as well. I attached a snapshot of our internal comments maintained on his account.  We has attempted to work with him and have reached out to him. Our final attempt was billing manager attempting via phone to resolve this as well as written correspondence dated 5/4/2023 warning him of non papyment being sent to collections without further payment arrangements. When all else fails this account will go to collections - which it had. This account was closed due to collections on 6/30/2023.    

  I am saddened that this patient is unhappy, but after review of this account i feel we did all we could in efforts to collect on a past due debt. Payment arrangements are always provided at any time throughtout the collection process. We apprecicate your time in reviewing this complaint.

  Warm Regards.

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20182789
  
  I am rejecting this response because: I received no communication from Sun Coast for more than 1.5 years.  When I did receive a surprise bill I immediately contacted Sun coast. Initially I was told I did not owe anything, then on checking I was told i did own the $840. specified.   I believe this is the only time anyone reached out to me was when they returned my call.  I did get an email response and went back and forth after that.  I do not know how your billing systems is so wrong as to show you sent monthly bills.  *** post office is not bad enough to lose > 1.5 years worth of bills.  Maybe someone who should have sent the bills falsified your records?  I can't think of any other reason your records should be so wrong. You need to determine how your records are so incorrect.   I sincerely hope your record keeping is not this incompetent with all clients.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/24/2023

  This is in response to the patient rejecting our explanation.

  Besides the billing statements to do show were mailed, our office DID contact the patient via phone and explain to him his overdue balance. We advised him that he needed to make payment to avoid collection. Just because something may be mailed late (?) does not mean you are not responsible for the services rendered. Services were rendered and he does owe this balance. This patient had the opportunity to pay in full or make arrangements. He elected not to resolve his balance - even knowing that he was going to be sent to collections if this issue was not resolved. 

  I stand behind my previous statment and feel this was handled appropriately.