ComplaintsforSt Lukes Cataract & Laser Institute
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Complaint Details
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Initial Complaint
09/11/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I went for my yearly eye exam on 3/17/23 which UHC pays for I was told when I was there that they would submit my bill and refraction test to them. If any outstanding balance they would bill me. I received a bill in the mail for the refraction test ($50) which *** said they never received a bill on and UHC said they paid. I did call the office and they said they no longer send bill to ins ** and that the patient needs to pay. I was not told this when I made my appointment or I wouldve gone else where. In the past they always billed my ins **.Business response
09/27/2023
After a thorough review of the complaint as well as the patient's record we have determined that the patient was provided inaccurate information by our staff. We are conducting internal trainings to remedy this misinformation and prevent this from occurring in the future. As a result of our miscommunication we have issued a credit to the patients account of $50 to eliminate the refraction charge, I have personally reached out to the patient to discuss our findings and they were satisfied with this resolution. Thank you for the opportunity to resolve this issue and continue to provide exceptional care to our patients.
*************************
Director of Innovation, St. ****** Cataract and Laser Institute
Customer response
09/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
09/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 3/17/2023 I went to St Lukes in ************** and had my yearly eye exam. My ****************** pays for this exam but this yr St **** said they werent submitting the refraction test to them anymore. According to UHC this is covered by my plan but St **** never submitted a bill. I dont feel as a senior I should be subject to pay this bill when my insurance does. If I knew this ahead of time I wouldve gone to another Co. They are looking for a $50 dollar paymentBusiness response
09/27/2023
After a thorough review of the complaint as well as the patients record, we have determined that the patient was provided inaccurate information by our staff. We are conducting internal trainings to remedy this misinformation and prevent this from occurring in the future. As a result of our miscommunication, we have an issued a credit of $50 to the patients account to eliminate the refraction charge. I have personally spoken with the patient and reviewed my findings, they are happy with the aforementioned resolution. Thank you for the opportunity to resolve this issue and continue to provide exceptional care to our patients.
*************************
Director of Innovation, St. ****** Cataract and Laser InstituteCustomer response
09/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************Initial Complaint
01/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I went to St Lukes for my complimentary eye clear lens exchange consultation. However, I was charged and paid $50 at the check out for the refraction. Later I started receiving bills from St Lukes showing that they charged my health insurance when my consultation was supposed to be complimentary and moreover they are charging me $90 more. I have explained to St Lukes that my consultation was complimentary and I also paid them $50 for the refraction but they kept sending me $90 bills. I am a MD myself so this situation is very frustrating for me. I would really appreciate your help in this matter.Business response
02/09/2023
We have reviewed you complaint and apologize for this issue. You are correct in that the clear lens evaluation should have been billed as a complimentary no charge refractive exam. Our insurance team has cancelled the claim to your insurance and we will be reaching out to you shortly to discuss the co-payment refund.Customer response
02/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************
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Contact Information
Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.