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:02/05/2024

  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.

  This business assured me that my insurance was accepted and later billed me for the charges. They are deceitful and unscrupulous. They have many complaints against them for the same reason. This occurred December 2022. I have contacted them and written them a letter for all charges to be dropped due falsifying information and they have refused and continued to send me a bill. Now it has been sent to a collection agency and the amount has doubled. I was originally being billed for $165 and now they are billing me for $304.02. This is outrageous and absolutely criminal. I want them to be held accountable for their horrible business practices and others to know to steer clear of doing business with them. I want to make sure this does not affect my credit report and is dropped immediately.

  Business Response

  Date: 02/28/2024

  ******** was seen in our office on 12/29/2022.  She was a new patient.  The charges for services were $235.00.  We submitted to her BCBS policy.  They applied the service towards her deductible.  She was upset and asked us to resubmit the claim, thinking a "routine" exam would be covered in full.  BCBS denied the claim as an exclusion of her benefit.  We sent all the EOB's that we received from BCBS to Jennifer.  We did take the CO45 write off of $14.15, leaving patient responsibility of $220.85.  ******** made no attempts to pay her debt.  She did accumulate finance charges for the balance on account 121 days and older.  Her account was sent to collections.  In short, her exam was covered by BCBS, however she had not met her deductible, so no payment was made to our office from BCBS leaving her responsible to pay.  She did not.  

  Business Response

  Date: 03/12/2024

  As you can see in the attached documents, when Mrs. ***** checked in to our office on 12/29/22, she was asked to confirm the information that we had listed for her to submit to her insurance and to sign her HIPPA and NPP.  BCBS was the only insurance that was provided to us.  It was not until January when she called back into our office because her insurance had not paid to inform our Insurance Department that she also in fact had Superior.  As you can see from the attached claims, the first original claim was sent to BCBS as a New Patient exam and was applied to her deductible. the second claim was re-submitted for her as routine and came back as not covered.  Mrs. ***** was upset about her insurance and the fact that her insurance didn't pay.  Our office is not responsible to know each individual clients' policies, nor are we responsible for how they process a claim.  That is the patient's responsibility.  Her complaint is that we held information from her, but in fact as you can see, we did not have that information at the time of service.

  Customer Answer

  Date: 03/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I did in fact explain to the receptionist when I made the appointment that I had Superior Vision and she assured me that it was accepted. A "prudent" and responsible business should train their employees better and not falsify information over the phone. I had not yet received my Superior Vision cards because it was a new policy. Regardless, I was told that only lenses were covered under Superior, and not the actual eye exam, only AFTER the eye exam when I questioned the bill. They should be held accountable for giving out false information. Again, I there are many complaints against this business for this exact same reason, so I am not alone in my dissatisfaction with this business. I am finished with this complaint and I will reject all future correspondence with this organization. 
  
  
  
  Sincerely,
  
  
  
  ******** *****