Complaints

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• Initial Complaint

  Date:10/17/2024

  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.

  My wife dealing with stage 4 lung cancer was instructed by her doctor to get an eye exam to ensure the cancer isn’t spreading. We contacted Discover vision center and confirmed they could do the exam. We contacted our insurance company, they covered the exam at the cost of 35.00 for the visit. When arriving we again asked about the cost and was assured by the office that the total cost would be 35.00 dollars and we paid for the visit.
  The exam went fine and we left, 2 months later we received a bill for 60.00 dollars for the cost of a refraction test, which determines the prescription for eyeglasses or contact lenses.
  We called numerous times saying we never agreed to anything other than the insurance agreed amount of 35.00 dollars. The office said my wife in the back exam room requested the prescription. She was never informed this would be an additional charge.
  We feel Discover vision centers are illegal billing additional cost after exam it make up for cost the insurance company is unwilling to pay for. How many people are falling for this back room policy of asking if the patient wants a service they believe is already paid for.

  Business Response

  Date: 11/12/2024

  Patient has only been seen one time in our clinics and per her medical record, patient is diabetic and reported blurred vision as well as "floaters" which can often indicate a retinal issue. Performing a refraction is customary in most annual eye exams so that we can determine if there are any concerns and to stage any disease that might be present. We have signage posted throughout our office indicating what the fee for a refraction is and that some insurances will not cover that charge making it the responsibility of the patient. The patent requested and was offered an prescription for glasses- details which are also collected during the refraction done by the technician and the physician. While the insurance policy does carry a $35 copay for an exam, they did not cover the refraction making that charge the responsibility of the patient as indicated in our signage

  Customer Answer

  Date: 11/22/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Again the 60.00 services were never disclosed. Not once during the time we arrived when we asked them repeatedly if there would be any additional charges and was assured everything is covered with our insurance and the 35.00 copay. The DO never once said anything he did  will cost us an additional charge because we would have said no thank you. 
  The first time we found out about the additional charges is when we received the bill in the mail and were told our insurance isn’t going to cover and what poor insurance we have. I’m sure insurance won’t pay for something the patient didn’t ask for or need.

  Finally, I attached a screenshot verifying this is a common practice. This is surprise billing and how many others are being scammed out of 60.00 because they don’t want to hassle with Discovery Vision or insurance …… they just pay.
  
  
  
  Sincerely,
  
  
  
  ****** *******