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:06/04/2024

  Type:Product 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.

  Date of service at South ********************** a part of the PRISM Vision Group. Servoce date 19 Feb 2024, over paid via a double payment of the Part B deductible. United Healthcare Paid the $172.12 through my checking ********* then received a bill from Prism Vision Group for $172.12 which I then paid via a **** credit card. As of 6 May ... I was being assured by their billing department that a credit was going to be processed back to my credit card. I called again, on 20 May & again on 4 June. Now I'm told it could be 6 to 8 weeks for the refund to occur, This is ridiculous & unacceptable to do business this way. I wish BBB could run interference for this issue.

  Business Response

  Date: 06/20/2024

  PRISM Vision Group, Retinal Conslt LLC, South Jersey Eye Physicians .. has satisfied Complaint ID: ********. I refund has finally been posted to my **** in the full amount of $172.12 on 19 May 2024 ... It's just a shame that it took this long for that/those companies to do the right thing. Thank you for whatever influence the BBB had to attain this resolution.

• Initial Complaint

  Date:05/16/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 4/6/24, I experienced traumatic injuries to my left arm and head. I was transported to the hospital by ambulance and underwent surgery on 4/7. After discharge, I experienced vision issues, and based on the results of an MRI, was referred to see an Ophthalmologist. On 4/16, I contacted The ****** Group of Washington (***) to schedule an appointment with Dr O. When scheduling, I provided my medical insurance and was told it was accepted. On 4/18, I arrived at my appt in *******. During registration, *** again confirmed my insurance and collected a co-payment. This appt lasted over 2 hours. I was never told of issues with my insurance. I was scheduled for another appt for 4/23 in Ashburn. When I arrived, *** requested an upfront cash payment before I could see Dr O. . I was caught completely off guard and explained that I had already seen Dr O.  using my insurance. When asked why I was not told my insurance was not accepted, I received no answer. I asked to speak to the office/billing manager, who I could see sitting in her office, but she refused to speak with me. I ended up leaving without seeing Dr O. putting my health in jeopardy. I received a bill for $546. I called *** several times to discuss this matter but they refused to speak with me. I left messages and have audio proof. I asked to speak with Dr Osman to no avail. Based on this behavior, I believe I was intentionally deceived by ***/Prism so they could receive a cash payment and deny me the opportunity to seek a health care provider within my network . My insurance confirmed they informed *** on or before 4/18 that they were not in network, but *** failed to inform me. This appears, on the surface, to be insurance or billing fraud. I read reviews from other patients with similar claims of irregular billing practices. I am speaking with Virginia Dept. of Health Professionals. I am filing this complaint to have the bill forgiven, copay refunded and am willing to file a lawsuit.

• Initial Complaint

  Date:10/03/2023

  Type:Service or Repair 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.

  After being diagnosed with cataracts in each eye, surgeon instructed me to call surgical scheduler in their practice for her to go over options for lenses. I called immediately, spoke to person who seemed very nice and helpful. She told me she's been doing this job for a long time, so for all I knew, she was **** mgr. She told me that $5,800 is for premium lenses (altogether) and it INCLUDED EVERYTHING. Because my husband had three eye surgeries at same surgical center this past winter and had charges from surgical center each time, I SPECIFICALLY asked if surg *** was included. She said yes to everything, surgical center, anesthesiologist, surgeon, lenses, everything! A few days after first surgery, got claim for surg *** for $1,050 and when I called the surg scheduler, THAT'S when she asked her coworker about it. They told me to call surg ***. She DID admit she told me wrong and said to her mgr, "what do you want me to do? Take out small loan to pay her back!" I had to get other eye done so lenses would match, so now I'm up to $2,050 more dollars. From day one on, I was trying yo hear from manager. The surg scheduler mgr said that HER boss said an option is to have MY LENSES REMOVED!! That's not even a real thing that they would do, but that's how little they care about their patients! After five weeks of trying to reach director, she said I signed form (which I requested 5 times that they send me) and finally did. It ONLY asked for $5,800, which confirmed what scheduler told me. ***** surgical center never called me ahead of time with amount (like they did for husbands surgeries), nor did they ask for any payment day of first surgery (also what they did for husbands), which all confirmed the WRONG information that scheduler told me, that $5,800 covers everything. So, what I was told was a $5,800 surgery, all in, now is close to $8,000, which I would have NEVER agreed to. I had to pay $2,050 to **************, which would normally be legitimate, except, I was clearly led to believe that it was included. They don't care. Please help. *paid Prism Vision $5,800 and ***** Surgical $2,050. I shouldn't be financially responsible for mistakes made by their employees and again, would have NEVER, EVER agreed to that. Thank you!

• Initial Complaint

  Date:11/27/2022

  Type:Billing 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.

  My kids and wife have been going to one of their affiliates, ****** eye physicians and surgeons, for years for routine eye exam. Little did we know that for years they had been using the wrong billing system- for routing eye care, they had been billing our medical company instead. And when we pointed out the problem to their front desk - they claimed they dont work with their billing system. And when we spoke to the billing system, they feigned ignorance and referred to collection. We explained to collection who verified that we had proper insurance and that it was their billing group who was making the mistake.They tried submitting the info to the right insurance and because they had to do it within a specific time frame after the visit, they again started to make it our problem. We told them clearly it was their mistake. And they opted to put collection on the credit report to ensure that customer feels the pain. Such businesses's billing system are menace to the society and should not be allowed to function as is, especially if they make their mistakes somebody else's.

  Business Response

  Date: 01/09/2023

  To Whom it May ******** After reviewing the attached Better Business Bureau complaint in detail, I made a phone call to the patient. The patient did not answer my call but a message was left on the answering machine informing him of the corrections we have made to his account, along with a contact phone number should he require further assistance. The collection agency has been notified to disregard the balance and void out the account. The account has been adjusted and the patients balance is now zero. If you should have any further concerns or questions, please feel free to contact me. Have a great day! Regards, ********************************* VP RCM PRISM Vision Group

  Customer Answer

  Date: 01/09/2023

  
  Complaint: 18467015
  
  I am rejecting this response because:

  1. I never got the VM. 

  2. Its not just about the balance being voided. It also about the collection agency putting "collection" on the credit report. I want to see a letter from Prism Group or collection agency that shows that they have had the credit reporting agencies nullify that "collection" aspect of the credit report.

  
  
  
  
  Regards,
  
  ***********************