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:06/27/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 received medical care from this Rocky Mountain Eye Center as a result of a seizure. My insurance information was forwarded by the referring physician (*******************) after regular business hours as well as multiple conversation I had with the billing office after the optical procedure. A year and a half later, I received a lawsuit suing me for the balance owed and the provider stating it was outside of the period which they were able to bill my insurance, however I had active ******** during that visit. The lady I spoke with in the billing department refused to listen to me stating only she had spoken with me only once to verify my address. This was true as I was in the process of moving when I had the seizure and fell busting my eye open, however they were provided insurance information and chose not to bill it. I have contacted DPHHS twice and verified active insurance and never received a bill, so 100% confirmed there is active coverage, Rocky Mountain Eye just did not want to bill my ********. In looking on their Yelp, this tends to be a normal practice for them. I am angry because I do not have a lot of extra money, or I would not have qualified for ******** at that time and the fact that they chose not to bill and now suing me for the balance should NOT be my responsibility. This is completely unfair. Please help me.

  Business Response

  Date: 07/09/2024

  Hi *******,

  My name is ***, I'm the Billing Director at Rocky Mountain Eye Center, PC. Listed below I have included the details from ********************* 10/01/2022 visit. 

  We did not receive any insurance information from the patient. The patient was seen at ***************************** and the referral information had no insurance listed. Our Collection Specialist **** called and spoke with *** on 01/16/23. **** asked patient if she had received any of our statements (one was mailed to patient in December and a notice on January 4th). *** stated she hadn't received anything and verified we have the correct address. Our Collection Specialist mailed out another receipt of the activity on the patients account to patient on 01/16/23. Patient did not mention anything about ****************** coverage during that call with ****.  A final notice was sent out to the patient on 02/07/23. In March of 2023 her account was approved to be turned to ***. We didn't hear anything from patient until 04/17/24 when she then called and asked why we had not billed her ******** coverage. Our Collection Specialist explained to the patient that she never let us know she had ******** coverage and this was the first we had heard of it. ******** has a timely filing limit of one year so we couldn't bill a date of service that was a year and a half old. Patients always have the option to pay us in full if it is done within 30 days of the *** turn and we will pull it back so it doesn't affect their credit.  

  We are always happy to bill insurances for patients however in this case we were not told she had ******** coverage until after the timely filing limit was passed. Please let me know if you have any questions or if there is anything I can help answer. If the patient would like to pay her visits in full with us before 08/01/24 I will pull them back from Collections as a one-time courtesy. 

  On a side note, *********************************** no longer works here. Please address these to our H/R Director *********************************, her email is *******************. 

  Sincerely, 

  *************************, CPC, CPPM, OCS

  Billing Director 

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

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21911157
  
  I am rejecting this response because:

  I was treated at *********************. I was treated as a result of a seizure and in a "postictal state" following a seizure which is what caused my injury (I couldn't see out of my eye). I have also verified with ********************, which is the referring physician that evening that insurance information was forwarded to *********************. There were, in fact, conversations I had with Rocky Mtn, to clarify change of address, in the event there were issues with billing ******** as I was in the process of moving (although it took them over 3 months to even contact me regarding that). I have also contacted DPHHS to verify there were no issues with my insurance and there was no attempt made by Rocky Mtn to bill my insurance for these services. I did, in fact, speak with the collection agency regarding this bill. During that conversation, I did clarify that I had not received any bills from Rocky Mtn, but also that my insurance had not been billed. I explained how I had contacted DPHHS and all the details already explained. I also discussed the fact that it was outside of the 1 year billing period and was advised by the collection agency to contact DPHHS again because the collection agency has seen ******** re-open insurance to process claims in some cases. Everything else is a complete LIE from ***. Insurance was provided and I will not pay this in full as a COURTESY???? ******** to who??? I am not a lone ranger in this scheme Rocky Mtn has.. their Yelp is riddled with these exact scenarios.....

  "Buyer Beware .. Unethical billing procedures. Had an eye exam and bought two pair of glasses. Paid in full at time of service. I received a bill eight months later stating I still owed money. The accounts receivable associate was beyond rude and would listen to nothing I said although I had receipts and statements showing I had paid in full. The accounts receivable lady told me Rocky Mountain Eye Center had up to twelve months to bill for services and refused to listen to me. I have filed a complaint with the BBB for Unethical billing. This complaint was accepted and is being investigated. If anyone else has had the same issues please report to BBB."

  " I was double-billed over $400, my credit score dropped for a month, had to file a dispute, you have to talk to three different people just to ask a simple billing question, they applied my co-payment to the wrong department then sent me a delinquent notice then STILL wouldn't fix the issue (told me I have to make another payment), I called to make a credit card payment and had to read the card number FIVE times, they are listed as accepting CARE credit for payment but nobody seems to know how it works and you get different information from each person you talk to ... the list goes on. Not once has anyone offered to make things right"
  

  I qualified for ******** because of my LOW INCOME so how do you begin to think I am going to pay this in full within 2 weeks?? and why should I have to be forced to pay this in full when I had insurance coverage at the time??!! This is a he said/she said although clearly this business has a history of this. Just because this business is unethical/unorganized/greedy(don't be in network with ******** if you don't want to bill it), that's not my fault. I had insurance coverage and they received it multiple times and *** is blatantly lying that she never had it. Offering a courtesy for me to pay in full now is exactly the scheme that this business is pulling with not billing ******** to begin with. The COURTESY would have been to bill the insurance that I qualified for WHEN they were provided it.

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/16/2024

  Type:Order 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.

  On July 21st I visited the Rocky Mountain Eye Center, upon arrival they advised that my state provided health insurance was no longer valid so Id be a cash patient. I saw the optometrist and picked out 2 sets of glasses. They charged me over ****** and said it included everything. A week later they called to say my glasses were in so I went and picked them up and they showed me paid in full. In March I received a bill from them for over ****** stating thats what my insurance didnt cover, when I explained I was a cash patient and that I paid in full she said, you signed a waiver saying we can bill you up to 12 months after your visit. I said I get that with insurance paying patients but Im a cash patient, why would I allow you to bill me 12 months later or in this case, 7 months later but she kept insisting they had a right to do that. Now if I dont pay it theyll send it to collections which will report to my credit. How many elderly people do you think theyre scamming with this?

  Business Response

  Date: 04/04/2024

  Hello Ms. *********************** response to the complaint by ********************, I would like to clarify the claim he brings forth are in-fact for two separate companies and two separate services.

  He received an Eye Exam from an "Optometrist" at Rocky Mountain Eye Center for which he received a bill for $260 for services rendered. Upon check-in he was informed that his insurance was inactive and he was required to sign a waiver for payment (see attached). This is the company he received a bill from for payment. 

  The "2 sets of glasses picked out" were purchased through "Rocky Mountain Optical" (see his credit card statement he submitted), which is an entirely separate company. The amount he paid was for the purchase of two complete pairs of eyeglasses-  $916.30. His is correct in that the purchase at Rocky Mountain Optical was paid in full. The receptionist he spoke with when paying for his Optical hardware was an Optical receptionist who wouldn't know what services he received from any other business in our medical center. There are multiple medical offices in our complex. 
  
  This information was explained to him and his wife but they would not listen and just kept yelling and cursing at our staff. 

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 ordered lenses of a certain type and kind . Rocky MTN was suppose to contact my insurance for approval and guidance of lens creator lab and never did and now my insurance won't offer any financial help.I disputed the charge and disputed the fact that rocky MTN eye used there own lab without contacting me or my insurance prior to doing so.I do not have the lenses and rocky MTN eye turned the bill over to a debt collector . I was told it was illegal for me to pay rocky MTN the money and had to deal with debt collector . The lenses are not what I specified or wanted . I have not even been allowed to visually see the lenses as I was told I am not allowed to come in to establishment until I paid the balance of $360.00 for the lenses which I do not have on my possession or have ever even seen . I refused to pay for anything on the grounds that 1. The lenses are not from the Oakley manufacturer but from rocky MTN eye lab. Also the fact they were suppose to contact my insurance as protocol and never did.

  Business Response

  Date: 02/22/2024

  Please see the attached response to ****************** complaint. 

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21228505
  
  I am rejecting this response

  because: #1 no one was ever threatened be any means and I never said I would rip the lenses out of anyone's hands !

  What was said is as follows and I quote " I don't have the product or lenses and that I have never even been given the opportunity to examine the product ."

  I received a letter stating that my acct. Would be put in collections and I would be banned from this establishment for non pymt.

  I simply stated that unless I was able to examine the lenses prior to purchase then they would not receive payment .

  I was also told that the lenses weren't from Oakley that they were from their own lab !

  Also there was no one else close by to ***** when her and I were sitting going through the supposed said process.

  I would simply like to see the Oakley order form for the lenses and be able to confirm that the product is authentic .

  That is all I have asked for through this whole ordeal .

  I will not pay any money out of pocket until I am able to do so !
  

   

  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 02/26/2024

  No one ever explained to me about an out of network process for reimbursement !

  This is a bold face lie !

  I questioned if the lenses were from the Oakley lab and never given a straight answer .

  In the original meeting with ***** she informed me that the Oakley lenses would be around $ ******

  This is why I am questioning the validity of Rocky's claim !

  As I stated if I am presented with proof from Oakley through rocky that these lenses are in fact from Oakley and I am allowed to inspect the lenses in person and they are infact from Oakley manufacturer then and only then will I be obliged to pay for the product
  

  Customer Answer

  Date: 02/26/2024

  There is no order form attachment in the response from rocky regarding my order for the Oakley lenses !

   

  Also my insurance company stated to me that they could have helped save me out of pocket cost anywhere from 30 to 60 dollars if rocky had contacted them in the beginning . I would have to pay my out of pocket cost and later been compensated by submitting proof that I paid out of pocket but since rocky failed to contact my VSP insurance period I am not eligible for the reimbursement .

  I need proof that these lenses are infact from Oakley and to be able to make sure they fit my frames .

  This is not an out of the ordinary request !

  If I pay for these lenses and they aren't genuine or fit my frames then I am out $360.00 for something that does me no good .

  So therefore until or unless I am able to confirm all the above I will not submit payment