Complaints

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

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  Tri County Eye Physicians

  319 2nd Street Pike Southampton, PA 18966-3812

• 

  Tri County Eye Physicians

  352 E Butler Ave New Britain, PA 18901-5209

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:11/01/2024

  Type:Delivery 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.

  My child I went to Tri-Century eye one 10.16.24. (We both drove). The Assistant was getting ready to dilate my childs eyes and I told her no because we were both driving. She said I would get charged for the visit if we didn't get our eyes dilated. I told her I will not pay for anything. We both have insurance and if I was going to get billed I would reschedule. She left the room to find out what to do. She came back and said ok lets see what happens. I reiterated to her that if I receive a bill I will not pay it. She said ok and continued with our appointments.A couple days later I get a bill in the mail for both of us dated 11.17.24. I called my insurance company who stated they never received a bill. My insurance company contacted the billing part of the office and stated that I didn't need to be dilated to be covered. They stated they will NOT bill the insurance without dilation.I called fthe office and told them my insurance would cover it and they stated to me that the insurance will not pay for it if I don't get dilated. I told her she was lying because I have already contacted my insurance company and they stated they would. My child is on Medical Assistance which by law they can not bill the patient. I know this from working in the insurance field. The manager of the billing department tried to tell me differently. I contacted her insurance and they told me what I told the billing manager. So once again they lied. The REFUSE to bill the insurance company and now I am stuck with two bills totaling almost $500. I WOULD NOT RECOMMEND THIS PRACTICE TO ANYONE. I have been going there with my child for about 4 years. NEVER AGAIN will I walk into that building.

  Business Response

  Date: 11/25/2024

  complaint has already handled internally, and we have adjusted off the balance due.    Pt has no complaint.

• Initial Complaint

  Date:06/13/2024

  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.

  I went in for a routine eye exam and I wear contact lenses. When I was checking out of the office I was told there was a $125.00 extra charge for a contact lens exam. I asked what was performed differently from the routine exam and they did not know. I had to pay the fee and call the billing office the next day. I called ***** in billing and she told me that the charge was for a contact lense fitting but this was never performed on me. I was not given contacts to put in my eyes so the doctor could measure the fit. I advised that this was not done and she said it was for the paper script given. I advised her that it is illegal to charge for a prescription. She then said she doesnt know what charges are for. She refused to let me talk with a supervisor or manager. I was refused to speak with a doctor or nurse. She finally said it was for a contact lense fitting and I advised her that this was not done on me. I should not have to pay for something that was not done and that is fraudulent . She couldnt explain what was done or why I was charged and refused further assistance. She said I could request my medical records to see what was done. This is fraudulent charging and double dipping as they charged my vision insurance as well for a routine eye exam. I want to be refunded for the charge as a contact lense fitting was not done. The receipt given to me for services stated a co payment and I dont have a co payment with my insurance.

  Business Response

  Date: 06/24/2024

  June 24, 2024
  
  
  Thank you for the opportunity to respond to Ms. ****** complaints.   We have spoken to her and her insurance company at great length regarding her examinations and her charges.  It is regrettable that her version of events is what she heard and took away from our interactions.
  
  She was scheduled for a routine examination, as well as a contact lens examination.   They are two very different exams, although most people do not know the difference.
  
  Most people are familiar with routine eye exams, where your eye doctor checks your vision and eye health. Most may not be as familiar with contact lens examseven if you wear contacts. While eye exams are vital in keeping your eyes healthy and ensuring you see your best, if you wear contact lenses, a contact lens exam is necessary to ensure your contact lenses fit your eyes properly.
  
  A comprehensive eye exam, or routine exam, is an important part of caring for your overall health, whether you need vision correction or not. By looking into your eyes, your doctor can check for vision and eye health issues and detect early signs of more than 270 diseases.  During this exam, the doctor will perform tests to check your vision sharpness, determine your glasses prescription strength, examine how your eyes work together, and check the fluid pressure in your eyes. They may also dilate your eyes to see if you have any eye conditions or signs of other serious health conditions. 
  
  If you wear or want to wear contact lenses, you need a contact lens exam and fitting in addition to a comprehensive eye exam to ensure your contacts fit properly.  During a contact lens exam, the doctor will perform special tests to not only determine if contact lenses are a good fit for you, but also check your prescription need and the curvature of your eyes. All this information will help determine what contact lens prescription you need, the correct fit for your contacts, and what contact lens type and brand will work best for you.
  
  Contact lenses are considered medical devices and are regulated by the *** and FTC.  That means to purchase contact lenses, youll need a current prescription and will need to buy the contacts your eye doctor *********** Ill-fitting contact lenses can cause issues with your eyes, such as irritation, poor vision, and even corneal scratches.
  
  
  An eyeglass prescription is not a substitute for a contact lens exam because the two are very different.  An eyeglass prescription measures for lenses that are positioned approximately 12 millimeters from your eyes, whereas a contact lens prescription measures for lenses that sit directly on the eyes surface. An improper fitting or prescription of contacts can damage the health of the eyes. 
  
  
  ************** had both a routine, comprehensive eye examination and a contact lens evaluation and was charged appropriately for each.   Her vision insurance covered her routine examination, which was billed to them.  She had no benefit for a contact lens examination, so she was responsible for the cost of $125.00 - I have no control over how the receipt is worded at the check in system.   I have included a detailed receipt after the charges were posted the next day.

  She was charged appropriately and there will be no price adjustments given.
  
  Thank you again for allowing us to respond.
  
  Sincerely, 

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

  Patient Accounts Manager

  
  

  Customer Answer

  Date: 06/24/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21844428
  
  I am rejecting this response because I contacted my insurance company ***** Vision on June 14th and confirmed with the insurance company that I indeed do have coverage for contact lens examination and fitting that is covered 100 percent.  I contacted ***** in billing and advised her of this and she placed me on hold and then came back on the line and told me I did not.  I advised her that I just spoke with my insurance company and they stated I do have coverage.  She again told me that I did not.  Later on that ******************** from ***** ***************** myself and a representative from *********************** did a conference call to ***** in the billing department and ****** from ***** proceeded to inform her that I am 100 percent covered for a contact lense exam and fitting and advised her that she has to manually enter this in the computer in order to bill for this procedure, and ****** told ***** she could walk her through this on her end.   ***** refused to manually enter in the computer and ****** from ***** advised her that a complaint will be filed *************** and ***** promptly hung up on all 3 of us.  I cannot be charged for something that my insurance covers 100 percent.  Not once has anyone from upper management reached out to me to understand what is going on.  I was told by ***** that the manager will not speak to me.  At this point I want a refund of ********************************************* as I have coverage for the procedure.  The insurance company is aware that a contact lens fitting was not done as no contacts were placed in my eyes.  So if they need to charge for an exam, they can send the claim to the insurance company.  It is against the law to take a payment from a patient on a procedure that their insurance company covers.  Please feel free to contact me or my insurance company ***** Vision to get this matter resolved.  
  
  
  Regards,
  
  ***************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/13/2024

  I have nothing further to comment regarding ****************** "rejection".   The information she provided is false.

  We have been in contact with ***** Vision on multiple occasions - and she is NOT covered for the contact lens visit.  She was covered for a ROUTINE examination, which as we provided earlier, is NOT the same exam.  (She IS entitled to a discount, but since she is disputing the charges with her credit card company, we will not be giving her the discount until that is resolved)

  
  Thank you!