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:08/10/2023

  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.

  Had cataracts removed 4/6 and 4/13. Had monofocal lense replacement at the same time. Post surgery my vision is so poor it is hard to drive, or see anything at a distance. Post surgery there is a hole in my left macular which was not present prior to surgery. This condition cannot be corrected with glasses or contacts. Retina specialist said My Woolfson surgeon should have referred me to him before proceeding with surgery. My life has changed forever. Woolfson has never contacted me.regarding this. I had to pay them the full amount for this surgery. I have changed to another doctor and continue to pay in an effort to improve my vision after Woolfson did this to me.

  Business Response

  Date: 08/18/2023

  The Woolfson Eye Institute is proud to have been providing comprehensive and compassionate specialty care in the **************** for over 20 years and takes treatment of its patients -- and their privacy -- seriously. Because federal privacy laws govern patients' protected health information, it is not our practice to substantively respond to negative reviews on "ratings" websites, even when they provide misleading, unfair or inaccurate information. We welcome all of our patients and their families to address any concerns or requests for information about their care with us directly as we strive to continue to provide excellent care in our community.

• Initial Complaint

  Date:07/25/2023

  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 am writing to seek your assistance regarding an ongoing issue related to a healthcare insurance claim. Despite numerous efforts to resolve this independently, I have been met with an insufficient response and the issue remains unresolved.The parties involved in this issue are my insurance provider, Secure Health ******* (contact number: **************), based at ******* ******** Services, PO Box *****, *************, ** 27114-5307, and the medical facility, Woolfson Eye Institute, located at ***************************************************************************. The medical procedure in question was performed by ******************** who is now retired.I, *************************, am insured under the policy holder, my mother, ************************************. Despite persistent communication with both Secure Health ******* and Woolfson Eye Institute, the matter at hand remains unresolved. The primary issue is that Woolfson Eye Institute has not provided the necessary billing code number for my insurance claim to be processed by Secure Health *******. As a result, Secure Health ******* maintains that they cannot process the claim without this essential information, even though they have received all the required doctor's notes and acknowledged the payment I have made. Woolfson stated they would provide information to help collect my funds but will not send everything that is needed to the insurance company. All the insurance company needs is the procedure code. Woolfson states NO. This prolonged situation is causin mental stress, financial burden, and potentially threatens the quality of my healthcare services.I have medical bills, previous correspondence, and more details on my attempts to resolve this issue.Considering the Better Business Bureau's vital role in mediating disputes between consumers and businesses, I am hopeful that you can provide some assistance or guidance in this matter.Thank you for your time, consideration, and I look forward to a prompt response.Yours sincerely,

  Business Response

  Date: 07/26/2023

  The Woolfson Eye Institute is proud to have been providing comprehensive and compassionate specialty care in the **************** for over 20 years and takes treatment of its patients -- and their privacy -- seriously.  Because federal privacy laws govern patients' protected health information, it is not our practice to substantively respond to negative reviews on "ratings" websites, even when they provide misleading, unfair or inaccurate information.  We welcome all of our patients and their families to address any concerns or requests for information about their care with us directly as we strive to continue to provide excellent care in our community.

  Please direct future communication regarding this inquiry to **************************************  

• Initial Complaint

  Date:07/04/2023

  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.

   
  Complaint: 20273664
  
  I am rejecting this response because:
  
  Sincerely,
  
  **********

  Business Response

  Date: 07/12/2023

  We disagree with the individual's assertions.  However, in order for us to comply with the **************** Portability and Accountability Act of **** (HIPAA), we are not in a position to discuss anything concerning any treatment this individual may have had with us absent a written authorization from the individual for us to do so.  The individual should contact us for an authorization form, following which we will be able to respond substantively.  As a courtesy, we will waive the standard fee we charge for these requests.

  We remain committed to helping this individual to the extent we can.  We will also cooperate fully with any investigation by the Better Business Bureau, subject in all cases to compliance with applicable laws.

  Because of the nature of our business and the regulatory environment within which we operate, we ask that any and all communications regarding this complaint be kept private and confidential, and that nothing gets posted to the BBB's public-facing website unless it is compliant with HIPAA.

  Business Response

  Date: 07/20/2023

  As indicated in our initial reply, we cannot address this until the complainant completes and returns the attached form to us, authorizing us to communicate with the BBB regarding this complaint. Also as indicated in our initial reply, as a courtesy we will waive the customary fee we charge in connection with this form.  

  Please direct future communication regarding this matter to **************************************  Thank you.

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20273664
  
  I am rejecting this response because: I received a "botched" surgery and the practice & Dr involved refuses to accept responsibility. Their primary effort seems to be to make money over patient & employee safety. I'm still suffering because of seriously faulty in house controls. One can read on the Indeed website reviews/complaints from ten past employees that state several things I have. EXAMPLE: Too many patients jammed into too short a time & patients are treated like animals lined ** in a ********* house. The practice wants all responses keep in secret so future clients do not find out what is going on. I desire that all comment are public. I'm going to set up a website called ******* Eye Institute Truth and list what I and others experienced and what employees have experienced. Based on my experience they have False Advertising floating around that needs to be taken down.
  
  Sincerely,
  
  **********