ComplaintsforRetina Group of New England, P.C.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Back in December of 2023 - my husband (**** *********) had a procedure on his eye done by Dr. C***** at the Retina Group of New England at the ******* location. We have been chasing a refund from them for 4 months. At the time of the procedure, it was made unclear to us if they ran our insurance (which covers 90% of the procedure). Before the procedure, the front desk made my husband pay an $860.44 bill in order to get the procedure. We were surprised to have to pay it, but we supplied a credit card and paid the balance with the plans to call our insurance company to submit a claim afterwards. After multiple calls with our insurance company, they were able to confirm payment to Retina Group of New England and I had to then request a refund from them. Turns out, the Retina Group of New England did run our insurance, collect a payment from them as well as collect a payment from us. At that time, I started calling the billing department at the Retina Group of New England. This started back in April 2024. I was unsuccessful getting in touch with the billing department for a couple of calls that month. I called the ******* office and asked to be sent to the billing department which gets forwarded to voicemail. Then, I was finally able to get in touch with someone in the billing department, Barbara, on May 22, 2024. I explained to her my situation, and she said she would look into it. The same day she called me back and left me a voicemail explaining that we were owed a refund and that she would get the process going. After a month of no updates, I started calling back looking for an update. All my calls and voicemails have gone unanswered with no contact back. I have even tried to ******** message the business. The calls I have in my personal call log since the initial contact with the billing department back in May are as follows: July 2, July 15, July 19, August 1. Each time I left a message. We would like this rectified and to receive our refund ASAP.

  Business response

  08/27/2024

  Refunds are processed every quarter, approximately. Once the refunds are processed, our accounting department is notified and they cut check.

   

  A refund had already been processed and once I processed on my end, I called this patient to let them know, two times. Our accounting department has informed me they have mailed out a check the other day. 

   

  This patient has a zero balance.

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