ComplaintsforFamily Eye Care Lee Seria

• Initial Complaint

  02/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I scheduled an eye appointment covered by my insurance. The office pulled my insurance before my exam. My eye exam was to be fully covered. I picked out glasses and requested many times for NO warranty. When I went to pay at the end of the appointment the bill was $749.94 and they said my exam was NOT covered AND the charged $39.94 for a Warranty. They baited me with a covered eye visit and switched saying I owe $255 for the exam and $239.94 for glasses after my insurance which included a charge for the warranty. I called back and requested from Lisa and the office manager…who told me she was the highest person there…even over Dr. S****…who sold the practice and doesn’t own it anymore, that a be charged what was covered as I was told it would be. My husband had an appointment with in this month and his exam was all covered without these switch and bait fees. They declined to fix the problem.

  Business response

  03/21/2023

  Patlent **** **** was in for her diabetic exam on Friday, February 17, 2023. 

  
  Upon check out we went over the amount owed for the visit and glasses. She was not happy about paying so much. We took the deductible off and explained she will most likely receive a bill after the claim is processed for this portion. She said she doesn't want to pay anything and wants her free exam she is entitled too. 

  
  I explained she is billed medically due to her diabetes. 

  
  After leaving, about an hour later she called the office and questioned the charges again and said we never billed this way in the past. I asked for some time to investigate past visits and I would call her back. 
  I called patient back after looking into the old system and explained to her she was billed in 2021 the same way she is being billed for this visit. I explained she paid a $25 Copay and also had a small deductible after claim processed that she paid as well. She argued she did not want that done, I explained when you are diabetic the doctor cannot ignore this fact. She argued she was not diabetic. 

  
  I explained in her exam it shows that she discussed blood sugar, blurred vision and medications with the technician. I also spoke with the doctor who explained to her that she had no diabetic retinopathy. We also faxed a diabetic form to her PCP with doctors findings for this visit. 

  
  She mentioned that she didn't want the warranty on her glasses and was charged for it. I explained this was indeed a mistake and i will certainly take her credit card over the phone and refund that Immediately. She said to just cancel the entire order. I did as she wished. 

  
  I answered the patient's questions, explained the diabetes concern, and our billing process, but the patient was not satisfied. She said she was going to go on social media and make derogatory statements against us and the doctor and also contact the BBB and file a complaint. I explained she should do what she feels she needs to do and I was sorry that her experience had to end this way. I ended the conversation by telling her to have a nice day. 
  
  

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