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Business Profile

Medical Doctor

Westlake Eye Specialists - Austin Office

Complaints

This profile includes complaints for Westlake Eye Specialists - Austin Office's headquarters and its corporate-owned locations. To view all corporate locations, see

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Westlake Eye Specialists - Austin Office has 3 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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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    • Initial Complaint

      Date:09/14/2022

      Type:Product 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.
      As requested, we have processed your refund of $2,029.20 to your Care Credit account. Please see the attached receipt. This is less than the $3,960.38 you mentioned in your request, because monies were owed to the practice for the ******* treatments that Georgia received. We have waived the copay for the pre-operative visit, as she is not moving forward with surgery. The charge for those ******* services applied to her deductible, which had not been met at the time of service. Those dates of service(DOS) were 8/29/2022: $1,436.37 applied her to deductible. 8/23/2022: $313.63 of remaining deductible and 40% coinsurance of $449.10 = $762.73. The money collected from her at the time of the visits were applied as well. If you have further questions about the billing, please contact our billing representative at ************. Again, I am very sorry that you all were displeased with your service here, but we do our best by each and every patient and provide amazing outcomes. Our surgeons truly are top notch. Again, there seems to me some misunderstanding that I had hoped **************** and ******* could work through. We too have been impacted by the effects on labor of COVID Pandemic and therefore have many new staff members in training, some of which you encountered. We will continue to train and improve those team members and the service they provide. We wish you both the best in your future endeavors!This is directly from them. I have now been charged $2,000 for something that was never disclosed to me as you can see in the attached documents. I am livid, I was mistreated by their staff, neither the doctor nor his management staff even take the time nor made the effort to resolve this matter. Their staffing issues are not my problem. This is exactly the reason I canceled the procedure (their unprofessional behavior and lack of disclosure of additional fees at the time everything was signed.

      Business Response

      Date: 09/20/2022

      Dear Reviewer,
      ******************* cancelled her planned surgery, because *** lens she was hoping to have and we had discussed, was not available from *** manufacturer in *** power that was needed to achieve *** result wanted.  *****, our surgery coordinator called *** ******************** on Friday, 9/9/22 and informed her that we had discovered this, and unfortunately, we could not have known this in advance of taking her measurements *** day before on 9/8/22.  That phone call ended with ******************** upset but seeming to understand and even thanking ***** for *** call.  On Monday, 9/12/2022, ************************ appreciation and understanding seemed to have disintegrated and she and her fiance, ************** were in an agitated state.  On 9/12/22 we received 4 calls from ***m between *** hours of 10:21 am and 4:51 p.m.  As well as received emails from both ******************** and ***************  In *** phone calls, ******************** stated she was cancelling her surgery and questioned, "what about my money."  She was informed that we would be refunding her money, but it had to be cleared by management.  There were also derogatory terms regarding a front office representative and manager shared with *** *******,who answered *** first call.  ************** sent an email demanding full refund for her surgery on his Care Credit card.  Our office responded with an email that we would review *** account and issue a refund.  Upon reviewing her account, it was found that she had Prokera treatment 8/23/22 and had not met any of her $1,750 deductible with her insurance company.  Then she underwent ano***r Prokera treatment on 8/29/22.  At both services we only collected $120 which is what her office copay was.  Upon billing her health insurance company for *** first Prokera $1,436.37 applied to her deductible,and she was responsible for this per her insurance contract.  For *** second *************** $313.63 applied to her deductible, and she had 40%co-insurance per her insurance contract, making her responsible for $762.73.  On Tuesday 9/13/22, ************** Care Credit account was credited $2,029.20.  The breakdown of *** above was provided in *** email to *************, which is *** main portion of *** complaint you have on file.  ************* responded with ano***r email that said: Theres a nice finger for ****** !,,  After that email was sent, we received a phone call from ********************, questioning *** status of her refund.  She spoke with *****, our Administrator who reviewed *** details with her.  During conversation, she pointed out *** shortcomings in our staff,handling of her case and our policies and procedures regarding records and refunds.  ***** attempted to address her concerns and questions, but she became upset and belligerent, complaining about *** way she was treated by *** individual in our front office and her whole experience.  She ***n said,"I don't know how you sleep with yourselves, it will come back to you, my mouth and fingers will be working to, shame on you and *** ghetto hillbilly redneck, I hope she f****** croaks and looks at my picture always.  Your despicable, and tell your doctor in America we return calls.  Your f****** disgusting.  Then hung up.  Eleven minutes later she called again and ***** answered *** phone.  ******************** immediately began yelling,you are dirty you f****** piece of ****,  ***** interjected with, mam, I am not going to take fur***r calls from you to be spoken to like this, but she continued on with,**** you, f*** you, you communist deu..  ******************* up.  We have attempted to resolve this issue in a peaceful, professional manner, and only did what any o***r business would do when faced with a request for a refund on one service, and having a balance due on *** same account for ano***r service.  We applied *** funds to *** balance due and returned *** remaining funds.  ******************** purchased her insurance and should be aware of her deductible requirements, and she was contractually obligated to meet her deductible in *** course of *** year whe***r it was with us or any o***r medical provider. 

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