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:10/07/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  Went in for a follow up. At counter they said I had a ***** balance. Never billed to me. Told me to go talk to accounts person. She looked up my account and said yes I had a ***** balance. I had ***** worth of overpayments that were applied. I said ok I remember a ***** charge I paid online and I would be happy to review when I get home. She sent me back to the counter where I again was asked to pay the *****. I said I would when I looked into it. Then she said you dont have a way to pay for it I said thank you I was done here and walked out. After a few minutes I received a voicemail saying I left me insurance card and they tried to tell me that as I stormed out. Well you can treat customers like that but not this customer.Follow up I called billing today to tell them I received an email to click on a link to pay my bill and it comes up with somethings wrong. I have been trying this link to ****** health for 2 weeks and same. She stated I was doing it wrong. I said its a link so I couldnt be. Anyway thats how I would have paid and I need to review it. She said nothing she could do its all automatic

  Customer Answer

  Date: 10/17/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 10/24/2024

  Thank you for reaching out to us regarding Mr. ********* While we understand that it may be frustrating using online systems, the portal that Mr. ******** is selecting is not managed my Milford Franklin Eye Center. He notes correctly that that link is from ************** We would not be able to fix a link that is not generated by us. 

  We are certainly happy to assist Mr. ******** in office and tried. We are able to take payments in person, over the phone or by mail. I see that Mr. ******** was able to provide a check to care care his balance and it is properly posted to his account. 

  Regarding staff interaction, we do our very best to communicate professionally with all patients regarding balances, which can be a sensitive subject. Our staff tried to assist Mr. ******** by sending him to see our in house billing coordinator. She reviewed his account as asked of her and confirmed that the balance was accurate. The receptionist followed office policy asking for payment, which is not uncommon to be payable before new service is provided. She would not know the outcome of the conversation held between Mr. ******* and billing as it is held in another room. 

  I am attaching evidence of a mailed statement to the home of Mr. ******** that was sent to him before his appointment in our office in September. I noticed there was a comment in this complaint "never billed to me". This is not accurate. I am also attaching a part of the same statement to show the online collection of payment was from ************* and not Milford Franklin Eye Center. 

  We are always here to assist our patients. In fact we make it a point to keep billing staff and our call center staff in office so patients are always taken care of locally. 

  If you have any additional questions, I am available. 

  Thank you,

   

  ********* *******

  General Manager

  Milford Franklin Eye Center

   

  Customer Answer

  Date: 10/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does not satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ********