Complaints

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• Initial Complaint

  Date:03/26/2025

  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.

  We were not billed for an over year and then we were billed $256.49, which we reluctantly paid. All said we have paid over $3,000 more than the estimate we were given. After we paid the $245.49 we didn't feel we owed, we were billed another $517.01. The only explanation I have ever been given is their employee messed up. I called before paying the $256.49 and was first told we didn't owe it. This is a very unprofessional and unethical business whose main problem is a very unqualified office manager. We were billed 1 1/2 years after the surgery took place which is beyond unprofessional, we don't even have the same insurance.

  Business Response

  Date: 04/07/2025

  To whom it may concern,
  
  I am writing in response to the complaint filed by **** ****** regarding his billing concerns following care and surgery with our facility. We take patient concerns seriously and strive to provide transparent,professional service at all times.  Patient received care from our office from 6/12/2023 to 8/29/2023.  The total amount due to Ascend Eye Center by the patient for services rendered is comprised of:
  
  $256.59:  ***************** deductible for the office visit with medical examination and surgical consultation;
  $2400.00:  Charges for elective premium services (designated non-covered by insurance plan and out-of-pocket) which patient chose for his surgery;
  $517.01:  ***************** deductive for the physicians fee towards his surgery.
  
  Elective premium services knowingly chosen by the patient with signed consent account for 82.3% or the vast majority of the $2,656.29 (not $3000+ as stated in his complaint) which patient has paid to Ascend Eye Center.  The remaining outstanding balance of $517.01 is for patient deductible dues which are dictated by the patients insurance plan at the time of service, not by Ascend Eye Center.  To our understanding, much of patients billing dispute centers on legitimacy of the insurance deductible charges in addition to the expenses of his premium services.  The deductible amount for which a patient is responsibility at any given time is fully dependent on the insurance plan selected by the patient at the time of service and entirely outside control from Ascend Eye Center.  The patient was provided with multiple layers of pre-surgical counseling (educational patient video, discussion with Surgeon and Surgery Scheduler), explanatory paperwork with office financial policies and explanation of charges, copies of his signed surgical and financial agreements, explanation of benefits (EOBs) from his insurance company, and additional counseling via phone with Billing staff 5/7/2024 and 12/4/2024.  Ascend Eye Center encourages all patients to fully inquire with their insurance provider about their deductible responsibilities. We strive to provide personal and professional care with transparent billing and clear explanations at every stage of the treatment process. 
  
  As to the patients complaint on delay in billing by Ascend Eye Center from the date of services,  
  our electronic records show that to date the patient has been mailed seven statements from Ascend Eye Center:  7/17/2023, 12/11/2023, 11/5/2024,12/17/2024, and 3/18/2025.  Unfortunately,medical billing under the current US healthcare system is highly complex with inherent delay for processing logistics.  Medical and surgical services are provided first. After the services have been rendered, the different components of the care (physician, surgical facility, anesthesia, etc.) submit individual claims of payment for their services to the patients insurance company for review and processing.  If a patient has secondary insurance and/or a supplemental plan, this process is repeated after the primary insurance has completed its processing. At any point, the process can be delayed if the insurance company choses to request additional information, medical records, operating reports,etc.  Processing disputes and appeals can additionally delay correct payment.  Accurate explanation of benefit and payment from all components of insurance(s) may take more than six months.  Further extenuating circumstances include the historic cyberattack publicized in early 2024, described by The ************** to paralyze the largest US healthcare payments system, causing halted processing, extensive delays, and financial chaos.  Ultimately, Ascend Eye Center can only issue a patients billing statement for outstanding dues after all insurance components have been received, cleared, and applied; such was the case for the insurance deductible charges disputed by the patient.
  
  In conclusion, we understand the patient's concerns regarding his payment dues.  We share his frustration with the complexity and processing delays between time of service and patient receiving the bill, but much of those logistical factors are also beyond our control.  ********** has followed standard procedures available to us during that timeframe and communicated the billing details to the patient and his family.  The patients remaining balance of $517.01 for insurance deductible charges from his 8/23/23 encounter is legitimate and overdue.  Given the prolonged billing journey, our office provided a courtesy extension for the patient to complete payment. However, if a resolution cannot be reached, the patient has been notified that Ascend Eye Center reserves the right to pursue outstanding dues through the collection agency. 
  
  We remain committed to resolving any misunderstandings and would be happy to discuss the matter further if needed. Please feel free to reach out to us should any additional clarification be necessary.
  
  Thank you for your attention on this matter.
  
  Sincerely,
  
  ******** ******
  Practice Manager
  Ascend Eye Center, LLC.

  Customer Answer

  Date: 04/10/2025

   I am rejecting this response because:
  We were billed over a year after surgery and paid that amount and then received another bill. It does not take over a year to bill insurance. I have all the bills, EOBs, receipts and if they want to continue to try to continue to collect money they are not owed, I am prepared to show the evidence. I was told they had a girl doing billing that didnt know what she was doing and we didnt owe the additional money. My husband is a heart and kidney transplant recipient and I have never disputed a bill before. I have also never received a estimate so far off, our estimates from Duke are to the *****. 
  

  Customer Answer

  Date: 04/10/2025

  The *** is the original bill it has no mention of all the bills they have sent after we paid the original amount due. We have been re billed a year and a half after surgery when we dont even have the same insurance that is the complaint.