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Business Profile

Ear Nose and Throat Doctor

Finger Lakes ENT - Newark

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Ear Nose and Throat Doctor.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:04/14/2025

    Type:Billing Issues
    Status:
    Resolved
    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 have MVP Health insurance, MVP selected ********** as their hearing aid supplier. **********. sells their hearing aids through several ENT (Ear, Nose, Throat) outlets.

    My wife bought ********** hearing aids through the Rochester Hearing & Speech company in Webster, NY. That office closed and the next closest outlet for ********** hearing aids was Finger Lakes ENT in Newark, NY.

    My wife made an appointment with Finger Lakes ENT for a routine hearing aid update. Finger Lakes charged her $500 before they would even begin an exam and this was an error as she already was a ********** customer and the office where she bought the hearing aids had closed plus my health insurance should cover the office visit.

    Unfortunately she was at the office, somewhat under pressure, and did not know this was not an appropriate charge. She charged the $500 amount to our credit card. It should be noted that Finger Lakes ENT also billed MVP $86 for the service call.

    In discussions with MVP they acknowledge that based on my medical plan, the $500 should not
    have been charged. Both **********, MVP and me, have been "stonewalled" by Finger Lakes ENT regarding a return credit for the $500. Calls are not returned, when you do get through, you are transferred to another voice recording. or you told the paperwork has been forwarded to the appropriate office.

    The upload I provided has dates and times of this journey that started in October 2024.

    I can send a copy of our credit card statement showing the $500 charge if needed.

    Business Response

    Date: 05/12/2025

    Thank you for reaching out to bring this issue to our attention.To clarify, we are permitted to charge $250 per year for this service. The $500 amount referenced was intended to cover a two-year agreement. After reviewing the situation with the practice, they have agreed to develop a standardized form that clearly outlines the purpose of the service fee moving forward, to help prevent similar misunderstandings.Given that the service fee was not properly explained to the patient and there was additional misinformation, we have issued a full refund of the $500. Per the Provider Guidebook received by **********  "All service plan agreements must be handled directly between you and the patient,independent of **********. You may determine the service plan inclusions and offermultiple service plan levels which vary by inclusions and cost, with a maximum cost of$250 per year, which covers all hearing aids purchased at the time the service plan ispurchased. You must retain the agreement signed by you and the patient. Important:Payment must not be collected from the patient until the one year of included visits haslapsed. You may not offer multi-year service plans; however, you may offer an additionalsingle-year service plan after the expiration of the initial single-year service plan or anysubsequent single-year service plan."

    Customer Answer

    Date: 05/12/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, as of 6:16 PM on 5/12/2025 I have not actually received the $500 credit to my credit card.

    Regards,

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

Finger Lakes ENT - Newark is NOT a BBB Accredited Business.

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