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:09/18/2024

  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 received a bill on Aug. 9 2024 requesting a payment for $50.00 for a no show on Aug.2 2024. Knowing I did not have an appointment that day I called the office and was told I had to talk to the office manager and she would call me back. She did not and the next week I called again with same result. Getting no satisfaction by phone I went to the office and explained to her that I had not made an appointment the year before as I knew I would not be returning to this office due to the many problems they were having with staff, etc. I never got an appointment card or a phone call or text reminding me I had an appointment. She was very dismissive of me and said if I made a new appointment this $50.00 charge would be erased. I consider this blackmail. I received a letter in the mail yesterday that if I did not pay this would be sent to a collection agency. I am not the only one who has had issues with this office as staff turnover has been rampant. I am wondering how many other people they are doing this to and they just pay to solve their problem.

  Business Response

  Date: 09/23/2024

  ****** ******** was seen August 3rd of 2023, and made her yearly appointment when she checked out. When a patient makes an appointment, it is not just a click of a button, it involves several steps, the employee just doesn't accidently make an appointment. I have a cancellation/missed appointment policy signed by the patient that clearly states if an appointment is missed, a $50.00 charge will be billed to their account. The patient called to talk about the statement she received, and she was advised that if she made an appointment the fee would be written off. The patient did not want to make the appointment. The patient came in one morning, with another patient (that was actually being seen by the Doctor) She came back to my desk in the back without even asking to come back. I greeted her and she told me that, I AM NOT HAPPY, I AM NOT PAYING THIS FEE, I DONT CARE WHAT YOU DO. I HAD NO INTENTIONS OF COMING BACK, I KNEW AT MY APPOINTMENT THAT I WAS NOT COMING BACK, THIS PLACE HAS GONE TO H*** SINCE ***** HAS LEFT."  I advised the patient that I could write off the fee when she comes in for an appointment the patient. The patient as she walked away, told me again, "I am not going to pay this bill, and I don't give a **** what you do." She then proceeded to sit in our waiting room and wait for the person that she brought to be seen by the Doctor. While in the waiting room, I had to call back the patients filling out new patient paperwork because Ms. ******** was speaking loudly to the patients, saying, "This place is a dump, and I don't understand why anyone would want to be seen here." 

  I will gladly provide a copy of the policy that is signed, if permission from the patient is granted. 

  In conclusion, most medical practices have a no show/cancellation policy with fees as high as $100.00. If a patient refuses to sign it, we will not make them an appointment, as it is policy. 

   

  ******** L. ******

  Office Manager

  Customer Answer

  Date: 09/24/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** ********
  
  
  
  
  

• Initial Complaint

  Date:09/11/2024

  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 needed to find a new eye doctor for my annual exams that was closer since moving to ***************. My previous eye doctor was in ************. I called Dominion to make an appointment and spoke to ******. I told them what insurance I had and asked if they accepted it. I was told yes. I made the appointment and had the exam on March 8, 2024. When I arrived, I gave them my insurance card, and they made a copy. At no time was I told that they didn't take my insurance. I paid $75 when leaving and they billed my insurance for the remaining $175, evidently knowing they wouldn't get paid since I was told they only take **************. My insurance clearly doesn't have ***** ******** on it. I received a bill for the $175 in May, and the invoice stated that I didn't have insurance coverage at the time. After leaving several messages I finally reached ********, and was told not to worry about the bill, and to file an appeal with Aetna. I did so, and while waiting on an answer from the appeal I received another bill for the $175. Soon after I received the answer from Aetna that Old Dominion was out of network and that they should have told me that before performing the exam. Soon after I received a third bill from Old Dominion, this time threatening me with collections and adding on interest. Once again, I called Old Dominion, this time leaving messages 4 times over 2 days without a return call. I received an email on the third day stating that if I didn't pay the $175 it would go to collection. I mailed a check for $175 on 9/11/2024 and now I'm seeking reimbursement for the entire $250.

  Business Response

  Date: 09/23/2024

  For starters, I am not sure who he spoke with back in February (when Mr. Verne made his appointment) because Wesley was not answering the phones in February, nor was he making appointments then as he was not even trained on the computer at that time. I am not sure who checked Mr. Verne in for his appointment on March 08, 2024. We have NEVER taken the Aetna Insurance that Mr. Verne has. We only accept Aetna Medicare. The staff advises all patients that we will submit the visit to the insurance, the patient pays us and if there is any reimbursement, the insurance would reimburse the patient, since we are out of network. We should have taken the whole amount, and my staff is guilty of not collecting the whole amount.

  The claim was denied, a bill was sent to the patient. Mr. Verne called and spoke with me regarding the statement, asking me to appeal the claim and resubmit it, of which I did. He also stated that he was appealing the claim himself. The claim came back denied for the second time. I never told Mr. Verne, "Not to worry about the bill." After sending three the statements for three months, interest was applied with a notice to pay before September 20th to avoid going to the collection company. I have yet to receive the payment as of today, September 23rd.

  The patient started called the office and left a rude voicemail, stating that he would pay but he will take us to court to get it back. It was then I decided to email the patient to have all communication in writing for purposes, such as this.

  I have the E.O.B. if you wish to view it, however I would need the patient's permission to share such paperwork with you. I also have our financial policy and Assignment of benefits policy, which is signed and dated by the patient, which clearly states that the patient is responsible for any services not covered by the insurance.

   

  Samantha L. Walton 

  Office Manager

  Customer Answer

  Date: 09/24/2024

  Better Business Bureau:
  
  
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID 22271104, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  With all of the eye doctors in the Northern Neck, why would I visit one knowing that they didn’t take my insurance. I was never told that they didn’t take my insurance. In fact, I told the person ( a male) when I made the appointment what type of insurance that I had and he told me that they accepted my insurance. I was never told when I went to my appointment that they didn’t accept my insurance. They should take responsibility for their mistake. I sent the payment on 9/11/24 and the tracking number shows that it was delivered.
  
  
  
  Regards,
  
  
  
  John Verne
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/14/2024

  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.

  On June 7, 2024 I had my first visit with Old Dominion Eye Care, *************. Upon checking out I was expecting to pay $25 for my Anthem copay. I was charged and extra $35 to receive my prescription. When I questioned the office manager, ***** stated, ******** does not pay. I explained I do not have ******** and she would not budge. I was held hostage by this company. I had no choice to but to pay knowing this was illegal to charge me. I researched and according to the ************************* Eye Glass Rule and the *********************** Code, Title 18. Professional and Occupational Licensing. 18VAC105-20-45 Section D, #2 I want to ensure this company does not take advantage of the consumer.

  Business Response

  Date: 07/02/2024

  She saw ****************** when he had his own practice. He closed that practice on January 1st. He joined our practice and everything we do is medical. His patients were told this. We don't do routine eye exams and we don't send anything to vision insurance. She was aware of that beforehand. 

  Customer Answer

  Date: 07/02/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  When I called to make my annual eye exam appointment and explained I had Anthem as my insurance.   I was told we accept that.  At no time was I told otherwise.  Not at check in either when I provided my insurance card and driver's license.  They knew in advance that this was for a routine exam with no medical problem.

  If I would have known what I know now, how this company operates, I would not have gone to this business for my exam.  

  This also falls under the No Surprise Act.  

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