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:09/24/2023

  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.

  I was referred to Grange Eye Care from two employees I work with. They were very impressed with his services so I went to see him regarding my cataracts. My initial appointment was for 7/14/23 which had to be changed to 7/13/23. At this appointment, I met with the doctor and he described the procedure and what I should expect on the day of surgery. He did review how to use the eye drops. Never at any time was financial expectations ever discussed. My surgery was scheduled for August 7th but because of how my insurance works, I wanted to have the procedure done before my insurance started its new billing cycle. I was hoping I had enough money for my deductible so that the bill would not be high. Again, never at the office visit or on any of the emails from Dr. ******************** was I ever told the cost of this procedure. My surgery was on 7/25/23. When I checked in I was told that I needed to pay $1,000 - $500 for each eye. So I did thinking that was all since he should have called the insurance for a pre-authorization. I had the procedure and didn't receive anything else from their company for a while. Two weeks ago I received a bill in the mail for $1,630.20. I called the office and told them that payment was never discussed with me. All they could do was apologize. I was referred to their person that is in charge of billing. I explained to her what happened and again, all she could do was apologize. She did say that they were going to be having a staff meeting on Friday and they would discuss this. I called last Wednesday and asked what was determined and all they said was that they will try not to have this happen again. I was told that the doctor always discusses financial arrangements before the procedure. This never happened for me because if it had of, I would have never proceeded with the surgery.

  Business Response

  Date: 11/08/2023

  It is always the patient's responsibility to know what their insurance does and does not cover. Medical insurance is an agreement between the insurance company and the insured. When patients ask about their copayments or deductibles we can give estimates, but for specifics they need to contact their insurance company directly. We try to spell this out in the pre-operative email sent to all patients before cataract surgery. ************************ was very upset with a higher deductible payment from her insurance company for cataract surgery than what she was anticipating. She left several angry reviews on several different platforms including the BBB. I called her and offered her an adjustment in which we waived certain fees to make her overall out-of-pocket costs lower. I do wish she had contacted us directly before leaving these online reviews, as that would have been a more direct method of resolving her concerns.  

   

  ****** Grange, MD

  Grange Eye Care