Complaints

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/10/2023 I obtained medical services for an eye issue. I was fully covered by COBRA at the time, Aetna and ************** I provided my insurance cards. On or about the first week of July of this year, almost a FULL YEAR later I received a bill for the aforementioned services. The statement read that ***** had declined the claim-there were no notes re: my MES eye insurance. This was the first time that I was made aware of an issue with this bill. I contacted both COBRA and Aetna (IM no longer covered by them) and they both confirmed that I was fully covered at the time but the claim should have been submitted to MES. I phoned Arvada Vision and requested to speak with the office manager. The call taker did not want to leave a message to the manager, instead wanting to transfer me to billing which I did not want to do as I suspected this problem probably began there. Finally, quite rudely she stated," I will give her the message but it will take ***** hours for the call back'! and hung up on me. I emailed the facility on 7/8 but my message was blocked. I sent an email to them via their website for new customers addressed to the office manager. To date, I have not received a response, only the bills. MES is no longer servicing my old employer however, they have a recording on their phone line stating that they are still honoring claims from 2023, but time sensitive. I conveyed this information to Arvada Vision. Arvada Vision's billing/ admin office has handled this bill profoundly unprofessionally. Beginning with an inaccurate description of what I was being examined for, there is no indication that they made an effort to submit this bill to the correct insurance carrier, MES. They made no effort to contact me for almost a FULL YEAR after this claim was declined. And to date, they have made no effort to contact me as I requested. To reiterate, I was fully insured for the services I received at the time. I now consider this bill a dispute.

  Business response

  09/12/2024

  Dear Patient, We understand your concerns and have voided any open charges on your account. Your outstanding balance is now $0. We deeply apologize for the inconvenience. 

  Customer response

  09/15/2024

   
  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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