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:03/21/2024

  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.

  I called BW Eye Center explaining needed appointment for my left eye because of blurring, irritation and scratchey.. My eye doctor just retired and needed to see someone for my eye problem..Got appointment 12/20/23. Brought my papers from former Dr.. ** appt. they sent me to different techs to perform medical tests for proper diagnosis. As I understand now a refraction test is for glasses and prescription and didnt receive prescription nor glassesmy problem was my left eye..They charged $40.00 which was not necessary for why I was there and ********** and my supplement does not paid but was told needed to diagnosis problem..** one of appts. was told problem with my cornea gave 2 RX and to return.. I had appt for 11 March got there and was told Dr. ******** off and my appt was for 18th MarchI know my appt was 11 th because I had another appt. with somebody else on 18th and had for monthsWhen got to 18th March was told owed $40.00 and told them I was appealing to ********** because test not necessary..They let us sit for 1/2 hour plus and then took us in office for billing and gave us 3 ultimatums#1 Pay $40.00 before seeing doctor #2 LEAVE and #3 See doctor and be referred out to another doctor..so we chose to leaveIts was not the $40.00 bill but the rudeness, ultimatums and unethical treatment..I have no trust in this group of doctor and hope that the doctors in this group realize how their patients are being treated..I have something going on with my left eye and I should have been seen by Dr. ******** to discuss possible surgery instead of worrying about a bill.Thank you for taking my complaint ******* *****

  Business Response

  Date: 03/25/2024

  Here are the notes from the system, that I typed .
  
  
  Also, we had spoken with the pt back on 2/21/24 regarding the balance and explained that neither insurance paid the balances and we sent both EOB's to the patient. 
  
  
  
  
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  Spoke w/ pt and wife. Advised they needed to pay the refraction explained that it was performed and provided to the patient. His wife was very nasty and kept cussing. I asked her to please stop with the language as I was trying to explain and assist.  Advised the pt that if they were unable to pay the refraction fee that unfortunately, we would not be able to see him that day. The wife proceeded to throw her purse on my desk and state "i will pay the ** bill" and they are scamming us. I once again asked her to watch her language. the pt told her not to pay. I also, advised the patient that I could refer them out to another office since they were not comfortable with our office. They left my office and I walked them out to the front the entire time the pt's wife was yelling and stating we are scammers and dont provide good treatment.

  The above are the notes from the billing department.

   

  80536 ******* Novak 
  3/22/2024 
  
  On 3/19/2024 Mr. ***** came in for an appointment scheduled with Dr. ********* ******** was checking him in and informed him of a $40 balance on his account. Mr. ***** was giving her a hard time & refusing to pay so she came to get me to speak with him. 
  I pulled up his account prior to going to talk to him and I see a note I put in his account on 3/11/2024 about a conversation I had with his wife regarding the $40 balance. On 3/11/2024 he and his wife came into the office to dispute the bill they received. They stopped at Brendas desk who then came to get me because the wife was yelling. I went to speak with her, and she had said that we did a refraction on him knowing he did not need one, knowing we had all of his records from his other doctor, she stated he did not come in for an eye exam he was being seen for a problem & we illegally charged him. I briefly spoke with **** who stated she worked him up that day and informed him that she was doing the refraction & believes she did indeed give him the printed rx as well. When I went back up to speak with the wife, they left. 
  I explained to Mr. ***** on the day of his appointment, 3/19/2024 that they were already informed of the balance due today and it was his responsibility to pay. His wife was sitting in the waiting room as I was having the conversation with him. I told him that we would need to collect the fee or I would have to speak with the doctor before putting up his chart to be seen. He started raising his voice stating that we cannot charge him for something he did not need, and he will not pay I am being seen for a problem and we are just trying to take money and scam people. His wife was very loud in the waiting stating we only want money, money, money & are scammers she said we do this to everyone, just want money. I told him I would speak to the doctor & he laughed and said, Ill just mail in the payment.  
  I went to speak with Dr. ******** to see what she wanted to do about this, I informed Dr. ********** of the concern who then spoke with Dr. ******** and agreed that if he feels this way about our practice or we could print his notes and refer him to another doctor, or he could pay his balance today. **** pulled them into her office to inform them and they chose to leave.  

  These are the notes from the front desk.

  Given the above interactions, we did not feel that we could continue with a healthy patient doctor relationship. We will forward any notes to the next ophthalmologist once we receive a records release. The patient will not receive any further billing from us.

   

  Customer Answer

  Date: 03/26/2024

  ************** response to the letter from BWeye...First appointment 12/20/23...I was there for the problem with my left eye and made appointment for same as stated in my complain...They sent me around to different tests... The lady did not give me any prescription as they stated....So that is false that they did... ************ at that time,, Next appointment 1/31/24 saw Dr ***** and he wanted me to see Dr. ******** at that time they scheduled appointment on 2/19/24...We got home after the 1/31/24 appointment and they called and wanted to see me on 2/5/24 because something going on with left eye and wanted to see 5th instead of 19th February .Saw specialist Dr ******** on 5th of February and at that time gave 2 prescriptions and say to return in March... At the deck girl said 18 of March and we had an scheduled appointment  so she made on 11th March and at that time put in phone that appointment...Went there on 11th March 9:10 as scheduled and was told my appointment was 18th March as doctor was not in...We were upset that my appointment was rescheduled to different day... At that time we advised we were appealing to ********** and our supplement on why it was denied because I was told needed for appointment on 12/20/23... *********** might want to check their records that out last appointment at which they gave us 3 options  was on 18 March 2024 not 19 March 2024... As for slamming purse on women's desk ( I ***** ***** lay on to get my wallet out because of her ultimatums I was going to paid so that my husband could see a doctor as his eye was the same as when we started) Husband said NO  and could not trust a company that would do to anyone as they did to me... I 'm 80 years old and have never ever received a bill in my 15 years on ********** and Supplement nor my wife....I ***** ***** is typing this for my husband....Being treated like cattle would upset anyone but as for using bad language that is not me. I was upset on the treatment on my husband of 59 years... and having us come in on 11th March and they had changed ....I have never saw him as he looked in that billing office being told options..  They have not told the truth in their letter...They know that a test for refraction was not necessary because he was not there for glasses...with an eye he could hardly see out of...Thanks for listening... ******* and ***** *****

• Initial Complaint

  Date:01/23/2024

  Type:Billing 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.

  I have always enjoyed the patient experience from BW Eye Center. I have been a patient for more than 12 years. There have never been any disputes or complaints until now. However, I received a bill dated for 11/2/9/2023 in the amount of $50.00. The bill is for a missed appointment fee.
  
  I contacted the billing department and never received a call back. Today, I spoke with the office manager in reference to the bill. She stated that there was an attempt to contact me via telephone and email on 11/27/2023 at 11:53am. I asked what email address was on file and was given an email of **************************** and a telephone number of ************. The email address on file is NOT A VALID email address. I have not been in the office to be seen since 2020. Therefore, I did not have any knowledge that my email address was incorrect. I did not receive any telephone contact or message on the above mentioned date.
  
  I have never missed any appointments for this practice in the years that I have been attending. The office manager/billing manager informed me that you no longer use text messaging as a patient reminder. The manager informed me that the bill can not be waived.
  
  I have requested the contact information for Dr. Arturo ********** and was told there is no email address/telephone number to reach him and that he can only be contacted through SNAIL MAIL. I am requesting that this email be sent to Dr. **********'s attention.
  I would like a fair review of the charges as well as dismissal, in lieu of the above mentioned circumstances. Clearly, this is not a normal occurrence for an established patient like myself.

  Business Response

  Date: 02/15/2024

  The patient missed her appointment and was charged a $50.00 missed appointment fee. As a courtesy we try to notify all patients of their upcoming appointments. In her case we did not have the correct email at the time of her appointment. We had an old email address. We do not have the ability to contact via text. When possible we also leave a phone message. Because of the missed appointment we charged the missed appointment fee. Shortly after the patient filed this complaint I contacted her via phone. I discussed our policy and the fact that she had filed a complaint without giving me an opportunity to discuss this with her. I told her that we would drop the charge, and have done so, and notified her in writing. I consider this matter closed. Should you have any further questions, please let me know.

  Sincerely,

  Arturo * ********** **

  Medical Director BWE

  Customer Answer

  Date: 02/15/2024

  The provider has agreed to remove any charges associated with my account. I consider this case to be CLOSED. No further action is required. 

  Customer Answer

  Date: 02/15/2024

  Please close the complaint the issue has been resolved. 

• Initial Complaint

  Date:11/22/2022

  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 have continually been billed $35.00 for a missed appointment in April. I am not a patient at this facility, nor did I make an appointment there. I have spoken to the office manager, and she refused to remove the charges. They even made a charge to my credit card for $37.55 for Paul Tarantino in May (I'm not sure how they have all my information) but I am a patient at Baltimore Washington Medical Center as I have serious medical conditions and am a patient there. I also go the Quest Laboratory which is in the same building as this provider.
  I reported a fraudulent claim to my credit card and had to have a new one issued. The office manager told me I had to come into the office and "prove" they charged my credit card. If I go into that office, I don't think it will be a pleasant interaction, as none of the phone calls have been, so I am not taking that risk.
  I have attached a screen shot from my credit card showing where they charged me the $37.55. The following month I received a credit after reporting the fraudulent charge.
  This is harassment and I want it to stop!

  Business Response

  Date: 01/16/2023

  Business Response /* (1000, 17, 2022/12/27) */
  Patient called Our office Baltimore Washington Eye Center on 4/22/22 @ 11:49 AM and scheduled an appointment for 4/29/22 @ 9:05AM. In that conversation the patient stated she would be calling back to update her Eye Med Insurance ID# as her husband is the policy holder, she called back and provided her Vision Insurance (Eye Med) and her health Insurance BlueCross BlueShield.
  
  We have never charged the patient; we don't even have Credit Card information. The charge for $37.55 that was processed from Paul Tarantino is completely different doctor office. We do not have a Paul ********* on staff at Baltimore Washington Eye Center. Dr Paul ********* is located on Landmark Dr in Glen Burnie and not affiliated with Baltimore Washington Eye Center.
  
  We have spoken to the patient and expressed that we are unable to reverse this charge, as she provided all of her pertinent information, including insurance, phone number, address, etc. We also, sent 4 reminders, via text & email, the reminders were sent out 7 days & 2 days prior to the appointments. The email we have on file and sent the reminders to was ********@yahoo.com and phone number we have ************ and that's where the text messages were sent.
  
  
  Business Response /* (1000, 19, 2022/12/28) */
  We have made the decision to adjust off the balance of $35 that the patient was being billed, however, we in way charged her $37.55 as stated previously that is from a completely different physician's office.