Complaints

This profile includes complaints for Hillsboro Eye Clinic's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hillsboro Eye Clinic

  512 E Main St Hillsboro, OR 97123-4137

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  Hillsboro Eye Clinic

  18650 NW Cornell Rd Ste 112 Hillsboro, OR 97124-9208

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:05/04/2023

  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.

  Hillsboro Eye Clinic charged me for diabetic exam that supposed to be covered 100% by my VSP insurance.I was told by them that the diabetic exam was covered by VSP 100% and then later kepts sending bill of $121.06. I spoke to the billing office more than 10 times and kept telling to ignore those notifications and that they had some kind glitch in the billing system. Two weeks ago i called the billing office again and i was told again to ignore those messages, emails and paper biill mail. When i asked for confirmation # that shows i owe nothing ,the rep said she would call me the following week. I waited 2 weeks and no one called me back but kept getting those emails about outstanding bill.

  Business Response

  Date: 05/15/2023

  Patient contacted us on 2/1/2023, secondary insurance hadn't been billed at this time.  Our billing office informed him that his secondary insurance would be billed, and to wait until we hear back from them.

   Secondary insurance made a partial payment on 3/2/2023.  His statement wasn't reflecting the updated partial payment, but once it was fixed on 4/3/2023 the patient was notified that his remaining balance of $121.06 was his responsibility.  This was the message that was sent electronically: Good morning, I do see you spoke to ****** on 02/01 and requested your *** to be billed the $167.26 owed. We did bill your ***, and they paid $46.20 towards your bill. Your remaining balance is $121.06.

   

  On 4/4/23 we sent another message:

  When you called in on the morning of 02/01, ****** did agree to bill your *** per your request.  We did bill your ***, and they paid $46.20 towards your bill. Your remaining balance is $121.06.  There is a call on 03/15, with ****** who made it clear that the *** payment had not been posted yet, and to disregard the bill at that time. Your balance was incorrectly showing the $167.26 since the *** payment of $46.20 was not reflecting. It has now been fixed to show the correct amount of $121.06. Both of your insurances have been billed, and they have both paid. The remaining balance is $121.06.

   

  On 4/21/23 we sent another message:

  *** made a payment of $46.20 of the $167.26 owed. This left a balance of $121.06. If you have questions about how *** paid, please call ***. But here is some info copied from your authorization from ***: 
   This coverage is supplemental to a patient's medical plan. Patients may be eligible for coordination of benefits with their medical plan. Criteria applies, see *** Manual.    

  Heres what your manual says:
  Coordination of Benefits
  
  Coordination of benefits (***) applies to the payment of medical eye care benefits when a member is covered under two or more benefit plans. If a member has medical benefits under a medical health insurance plan that youre contracted with, that plan is primary and *** is secondary. In the event *** is the secondary payer, *** may be billed for the members out-of-pocket expenses. Examples are copayments, deductibles, charges for noncovered services, or charges for services not covered in full by the primary carrier. Providers are responsible for verifying coverage, as well as billing the other carrier(s).
  When a *** plan is secondary, follow these steps:
  
      Verify eligibility and if any services are exhausted under either plan.
      Determine whether your patient is eligible for benefits under the secondary plan.
      Refer to the Secondary Allowances schedule to determine the *** amount for each service payable under the primary plan that is also available under the secondary plan.
      Deduct total available *** secondary allowance from patients total primary out-of-pocket expense. Patient pays remaining balance, but not more than the allowed amount.

  On 5/4/23 we received a call from his primary:

  ******* called from Anthem and was asking about the bal. Per ******* she will notify the pt about bal that he indeed owes the clinic. YBL
  
  Pt called and was told he has a bal, he got upset about having a bal. Once explained to him he was upset and he said he was told it was taken care of. which we did bill *** and they paid a portion. the bal remaining is due to his deductible. He kept saying he is being told different things and apologized but he indeed had a bal after *** paid. Pt was not trying to understand and was just arguing and saying he wasnt going to pay and to send him to collections and he will send ** to court. 

  I believe this is all of the communication we have had with him regarding his bill.