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Initial Complaint
11/11/2024
Complaint Type:
Billing Issues
Status:
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.
I went to Center for Sight for the first time on 2-5-24 for a routine annual eye exam to update my prescription. I was not experiencing any eye issues and have had corrective lenses for decades. Dr ********* announced at my visit that I have "open/closed angle" which I have been well aware of for years. The office coded this visit as diagnostic and charged my medical insurance vs billing it under my vision resulting in higher copays and significantly higher patient responsibility. Dr ********* did nothing different than my prior annual eye exams with prior providers and no treatment for this issue was provided or suggested (there is no treatment if not significant, only monitoring). I requested this be billed to my vision insurance and was told they would reject it as there is a diagnosis. Per a ****** search, this practice appears to be problematic based on the following search information: "An "eye doctor scam" involves charging a patient's medical insurance for a routine eye exam that should be billed to their vision insurance, essentially trying to get a higher reimbursement by claiming a medical condition when the primary reason for the visit was simply to get a new glasses prescription; this practice is considered insurance fraud and is unethical as it misuses medical billing codes"To remedy this issue, I request the diagnosis be removed as it is not a new issue and the charges properly billed to my vision insurance.
Business response
11/22/2024
Hello. The diagnosis of the visit was medical, not routine, therefore the medical insurance was billed. For further support, please contact ************ .
Customer response
11/22/2024

Complaint: 22530826

I am rejecting this response because: i have worn glasses and contacts for decades. My prior eye doctor identified open/closed angle years ago and did not charge the exam through my health insurance. It wasn't and has never been significant enough to require treatment and this visit was no exception. I would not need to specifically schedule an appointment to diagnose something that was known that did not need to be addressed. This appointment was scheduled as a routine eye exam to renew my contact prescription only. There was no treatment offered or provided. I was given contact lenses as trials until a correct prescription was reached. This concluded the interaction with this facility. If there was follow up treatment for a proposed diagnosis it would support sending this to my medical insurance however this was not the case. How is this not a routine exam if they didn't do anything?
I have vision insurance and do not understand why the facility is resistant to correcting their codes and filing with the vision carrier

Sincerely,

******** ********
Business response
12/12/2024
Upon reviewing the exam notes, there is no indication that the patient has a history of glaucoma. The main complaint was blurry vision and floaters. The examination revealed narrow angles, and because this was a new patient visit,the doctor conducted an additional test called Gonioscopy to get a closer view of the anterior chamber and determine whether it would be safe to dilate the patient. Narrow angles can suddenly close, which can lead to an emergency situation.
The provider who performed the exam has since moved on and is no longer with the practice, but the chart notes indicate that the patients narrow angles should be monitored.

**** *****
Director of Operations
Customer response
12/16/2024

Complaint: 22530826

I am rejecting this response because:
I informed the physician about the known diagnosis and that it was being monitored. I cannot control or know what the physician includes in his notes, so the absence of this information does not mean he was not informed.
During my appointment, I was not informed that a diagnostic exam would be performed, nor was I asked for my consent to proceed with such an exam.  The exam conducted was consistent with all other exams that checked my eye health and determined my proper prescription as my vision continues to change which have historically been charged as a routine eye exam through my vision insurance. Since I am not familiar with all the tests and terminology in the optometry field, I am at a disadvantage in determining whether the exam I received was a routine prescription change or if there would be additional charges for actions taken by the physician without my knowledge that they were "tests" and not part of the standard exam.
As an aside, this physician seemed more focused on boasting about his knowledge than on listening to his patient. I disagreed with his prescription assessment and what I needed for corrective vision. His **** remarks about what I wanted, instead of considering my perspective, were difficult to deal with. This may play a role in this disconnect.
I trusted this practice to be transparent regarding their services and charges.
Sincerely,

******** ********
Initial Complaint
08/26/2024
Complaint Type:
Billing Issues
Status:
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.
This complaint pertains to ********************************* at Center for Sight on University. Like many, our family has health insurance and separate vision insurance. We have been going to Center for Sight for several years and have seen both their optometrists and their physicians. I went to see ******************** for a routine annual eye exam. Instead of putting it through our vision plan, however, she insisted on putting the claim through our medical insurance. By going through our medical insurance, the cost to us, not to mention the fees to the doctor and her practice, are significantly higher. Instead of a $25 co-pay through our vision plan, we were stuck with a bill for hundreds of dollars. In addition, ******************** insisted on performing a separate and costly retinal exam on me despite the fact that I regularly see one of Center for Sight's ophthalmologists for my retina. Even though this was explained to ********************, she insisted on performing this test. I went back and forth with the billing department at Center for Sight for several months, however, they insisted that the doctor is the one who determines what insurance to bill and refused to submit the claim to the proper insurance company. I then asked to speak with ******************** directly to address the issue, however, she refused. I have never had this type of experience with an optometrist at Center for Sight or anywhere else for that matter. Before seeing ******************** let the buyer beware as she will insist on billing the wrong insurance company for her personal benefit, insist on unnecessary services and end up costing her patients far more money than they should be paying.
Business response
09/06/2024
Personal health or medical information should not be shared in public forums. For questions about your specific situation, please reach out to **************, *************************.
Initial Complaint
08/07/2024
Complaint Type:
Product Issues
Status:
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.
On 4/10/24 I had an emergency retinal detachment. Had to self pay because Center for Sight would not take my insurance ********* Advantage plan). I live in **** and was in ******* I am due a ****** refund. Ive been calling for 6 weeks with no satisfactory explanation as to why they have not issued my refund
Business response
08/12/2024
Dear ******************,

We at US Eye want to sincerely apologize for any miscommunication regarding your insurance and billing. After reviewing your file, I found that our records show a discussion about the costs associated with your consultation. Our agent noted that on April 9, 2024, he informed you about the self-pay consultation fee of $330, as well as additional charges for laser procedures and diagnostic testing, totaling $1,015.17, which was due the following day. He also mentioned that if retina surgery was required, the total cost would exceed $5,000.
I see that a refund of $997.06 was issued to your credit card on August 6, 2024. We regret any confusion or inconvenience caused and appreciate your understanding in this matter.
Please let us know if you have any further questions or need additional assistance.

Customer response
08/12/2024

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,

*******************************
Customer response
10/28/2024
I am requesting an additional refund from center for sight of $660.48 for overcharges for facility fee. I had an emergency vitrectomy while in ******* and they would not accept my insurance I had to self pay. They overcharged almost $1000.00 for that. I was reimbursed by my insurance company for the reasonable charges. They charged me $1268.46 for the surgery center and I was reimbursed ****** by my insurance. I have contacted them multiple times sent documentation by certified mail and have been ignored.
Business response
11/04/2024
A refund of $997 has been issued. No additional credit is due. Please call ************ for any further questions.
Customer response
11/05/2024

Complaint: 22099648

I am rejecting this response because:
I have sent documentation to Center for Sight.via certified mail so I know they received it. The ****** dollar was a completely separate issue. They overcharged the surgery center fee and my ************************** which they would not accept in ******* sent me what the reasonable and customary charge is. I would like a refund of the difference they charged minus my copay. I feel this is a reasonable request

Sincerely,

******** *******
Initial Complaint
07/15/2024
Complaint Type:
Customer Service Issues
Status:
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.
I've had my appointment cancelled twice now without them even contacting me to tell me why or when it was cancelled. They stated they left me calls, but I didn't receive any call. Then ******* proceeded to tell me the phone number she had, and it was incorrect. But that does not make sense, because I have a Voicemail from them a month ago for my first appointment, and now they changed my phone number for no reason to make it seem like it was my fault. THEN, for my Lasik eye surgery they scheduled me for FRIDAY May 3rd, that I have written down from them. The time said "TBD" and I was told I would be given a phone call 24 hours. I waited all day and even called 2 hours before they closed to ensure I would be getting a call, and the front desk lady rudely answered the phone and stated there was 2 hours left for them to call me for my appointment and then hung up before I could say anything else. After the phone call I had today to confirm if I had an appointment, ******* then told me they do not do Lasik Eye surgeries on Friday's, but only every other Thursday. So, it does not make sense for why THEY wrote down my appointment is FRIDAY May 3rd, when that was not true. Then ******* proceeded to tell me my appointment was cancelled for no payment of the Lasik Eye- but I was there April 19th to pay for the consultation and nobody ever said anything about paying for the surgery beforehand. That was exactly two weeks prior of my appointment and I would have paid if they addressed it to me. The most unprofessional and messiest clinics I've ever been to, and they do not hold themselves accountable even with the evidence showing them at fault. I paid for the consultation and eye exam and they would not schedule me or give me my refund.
Business response
08/12/2024
Hello, $128 was for the ***** consultation fee. ************ was provided in full to the patient and no refund is due as services were rendered.
Customer response
08/12/2024

Complaint: 21990438

I am rejecting this response because: They did the consultation with never giving the intention to do the procedure. The consultation was only done because it was necessary to have the procedure done that they would schedule incorrectly every time not allowing me to get it done.

Sincerely,

***************
Customer response
11/15/2024

Complaint: 21990438

I am rejecting this response because: I was seen at Center for Sight in March 26th 2024 for lasik eye consultation and they charged me $128. I agreed to the procedure and came back April 19th as that was the date they had scheduled me for my appt. When I arrived, they said there was an error and had booked someone else. Then gave me the date of May 3rd, and when i arrived the front desk had stated the Lasik Doctor only does procedures every other Thursday and do not do procedures on Fridays. They gave me two false appointment dates and proceeded to not schedule me. They took my consultation fee and chose to not schedule me properly which is quite unfair. Now I feel robbed, I paid for the consultation for no reason as they were purposely not scheduling my appointment correctly.

Sincerely,

***** Fast
Initial Complaint
03/29/2024
Complaint Type:
Product Issues
Status:
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.
i had trouble even getting an appointment after referral, took over 2 weeks and multiple phone calls from my eye dr and myself....and then of course it was my dr's ****** fault.the visit was fine, a few of the techs made derogatory remarks about another employee, the dr was very good....only good dr in ********?scheduled a consultation, paid the fee. showed up for appointment, nothing scheduled for me. had enough, requested refund and was told it would be done that day....its been over 2 weeks now with no one being able to help.was told by the person i talked to that she had my number and would call me, there is nothing she can do if the other department ignores her.SERIOUSLY!!!!! that place needs a complete overhaul or go out of business!
Business response
04/01/2024
Patients concerns were addressed, and the refund was issued on 3/28/24.
Initial Complaint
09/11/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This is the review I published on 3/21/23:"DO NOT GO HERE!!!! PLEASE READ THIS ENTIRE REVIEW!!! They will scam you by not telling you if they accept your insurance!!! I showed my ******** supplement card to 3 different staff members at 2 different locations and were told by ALL OF THEM that I was in network. So, I made an appointment at the *** location to see an ophthalmologist and was told I needed cataract surgery immediately. After seeing Dr ****** for my surgery consult, I was ushered into the office of ********* *******, ************ Counselor. She discussed pricing and told me my co-pay would be almost $2000 for just the surgery!! After speaking with several others about their recent cataract surgeries done by other, reputable doctors, I learned that my co-pay should be only $150!! In the end, I found out that I was NOT in-network......a fact that was conveniently omitted by ********* and another insurance/finance specialist. It told almost a week and numerous phone calls before the insurance/finance specialist admitted I was out of network!!! They have charged me the out-of-network cost for my visit with Dr. ********* And to add insult to injury, my initial visit with Dr. ******** was also a scam! He turned out to be an optometrist!!!! And then they screwed up filing the claim for that visit!! So another several phone calls with my insurance company to straighten out this mess! I have since seen another ophthalmologist and was told I didn't need cataract surgery any time soon......It is obvious it's all about the $$$$$ and their support staff is very skillful at misleading the patient. Should be shut down....."They keep billing me for $65 that I DO NOT OWE! I have called the billing office at least 4 times due to all the mistakes made. The last contact was on 5/22, at which time I sent them my final payment of $55 and referenced "encounter *******" as instructed, I want this "debt" cancelled and written confirmation of zero balance owed. Thank you.
Business response
09/12/2023
Hello,
Our **************** Manager will be contacting this patient to rectify the situation immediately.
Customer response
09/14/2023

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
08/31/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I had lens replacement done back in July 2022 and from the get go had issues after the surgery and had to come back in multiple times. Doctor said it was normal. I ended up having such bad halos especially at night. Finally the doctor gave me drops for my eyes and said i need to do this every night for probably a few years as my eyes adjust. Thought it was strange that this was his solution, but been doing that since. I ran out of drops about two months ago and prescription wont be filled without doctors authorization. After having multiple appointments canceled by their office the day before appointment, now no one will call or return messages. Ive been completely ghosted and left with severe halos at night to where it makes driving unsafe.
Business response
09/14/2023
We sent in a script for the requested medication to ******************. We have attempted to reach out to this patient via phone several times to schedule and exam with the provider and have been unable to connect, only leaving a voicemail. We will continue reaching out to him to offer an exam with the provider to review his options. His last exam with us was over 1 years ago, at that time he was happy with the effects of the drops and opted to continue using them to help with the nighttime glare.
Customer response
09/18/2023

Complaint: 20541874

I am rejecting this response because:
I had two scheduled follow up appointments with ***************************** that were both canceled by the office days prior to the scheduled dates. One was in July and the 2nd was scheduled over a month out then canceled by their office by text! I received no follow up call from my numerous attempts to reschedule and then was cut off from the drops that were required as the only solution by the doctor. They have sent the prescription refills in and I am taking again but still am having the issues and will be seeking full refund for the failed procedure.

Sincerely,

*************************************
Initial Complaint
02/14/2023
Complaint Type:
Order Issues
Status:
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.
Was there for foreign object in eye. This was a walk-in visit and self-paying . After receiving services paid invoice in full 3 weeks later received letter saying I owed $82 called there helpline about this she agreed there was something wrong. Now 5 weeks later receiving letters again for outstanding debt. I am not a patient of theirs I've been there a couple times for foreign object and I always paying cash upon completion of services. My services were paid in full when I left.
Business response
02/14/2023
Hello ****************,
We have corrected the billing error and apologize for the inconvenience this has caused you. I do not show you connected with our billing department on this is issue previously. Our billing department's phone number is ************ or ************ and one of these numbers should be listed on your statement.
Initial Complaint
02/13/2023
Complaint Type:
Billing Issues
Status:
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.
I have been fighting with Center for Sight over billing related issues for almost a year. When I first saw them in 2021, they wanted to do a glaucoma test which was the first time anyone suspected it might be an issue. Thankfully, the test results were negative and I had nothing to worry about. Move forward to the next year to May 23, 2022, I go in for a regular annual exam. They billed me for 3 services, 2 of which were the standard annual exam ************ comprehensive and Refraction) and one called ***** Posterior Segment / Optic Nerve. I found out that the ***** test was only performed because they had previously suspected glaucoma even though it was ruled out the previous year. Eventually I agreed to pay for the ***** test just to clear up the bill so 2 remaining line items could be processed against my vision insurance. After several back and forth calls, I found out that due to the fact that I had a previous glaucoma exam, my regular eye exam was now fully classified as a "medical" versus a standard vision exam. This is despite the fact that the same 2 standard tests were performed, the risk of glaucoma was eliminated the previous year, and I begrudgingly paid out of pocket for the one test they performed that was related to glaucoma. This medical classification meant my vision insurance would not cover the bill and therefore I would be responsible for a typically covered service.I keep receiving bills, writing letters, and calling the billing department. ****************** refuses to reclassify the 2 outstanding tests on the bill as a standard exam claiming auditing issues if he did. During one of my calls with the billing department, I learned that the doctor makes more money if bills are processed through medical insurance over vision so there is motivation on his part to not reclassify the line items. Frankly, I think the only reason he wanted to do the glaucoma test was so he could classify my future services as medical and make more money. The location is Center for Sight *****************************************************************. Account is ****** and the balance due is $118.68.
Business response
02/22/2023
Hello,
The services were billed appropriately based on the nature of the testing. A member of our team will be in touch, if they haven't already, to help explain the billing.
Thanks,
Customer response
02/24/2023

Complaint: 19384275

I am rejecting this response because the only test that was done that qualified as medical and not part of a standard annual exam was paid for by me out of pocket. The two remaining line items should not have been ********** as medical as they were standard exams for an annual visit. They should have been coded as a standard visit so it could be covered by my vision insurance. However the doctor ********** these standard exams as medical when the exams were the exact same as a standard annual exam.
I have spoken to the billing department multiple times and they cannot do anything because of how the exams were coded by the doctor. The doctor does not want to change the codes due to the fact that it would cause auditing issues for him.
I would hope that they doctor would be willing to do right by his customer and reclassify these standard exams so they could be covered by my insurance and he could close out this case.

Sincerely,

*****************
Initial Complaint
01/17/2023
Complaint Type:
Billing Issues
Status:
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.
My complaint involves billing practices -- I believe I have been over-billed for services, and the monthly statements which I receive keep containing additional charges which were not on previous bills. In addition, I have made payments which I have not been given credit for. Please see the attached documentation.
Business response
01/26/2023
Hello,
These balances are co-insurance and/or deductible amounts assigned to you by your primary insurance, Medicare, and your secondary insurance, United American. You should have received an explanation of benefits from your insurance carriers that reflects these balances due. Our statements are set to only present charges with open balances due from you. So, if you've made a payment and it satisfied a subset of balances, as such these charges will not reflect on your new statement. We apologize if this has caused any confusion. I've attached a summary of all charges, payments, adjustments, and open balances on your account from 1/1/2022 to current. Also, your insurance carriers may process claims at different times and this is the cause of why you see new charges with balances due to you at later dates.
Customer response
01/26/2023

Complaint: ********

I am rejecting this response because: Medicare has informed me that the maximum amount you could bill me for for my visit of August 2, 2022, was $24.88; yet you have billed me $139.57. (Dr. Soto told me that this procedure was fully covered by my insurance as it was a necessary follow-up procedure following the cataract surgery). The total amount claimed by you for the August 2, 2022, visit is $495.00 for one eye, plus $495 for the second eye, plus an additional $980.00 (which appears to be a duplicate charge for the two separate eyes). On your 1/18/23 statement, you claimed that I had an unpaid balance of $690.01; yet your latest response here claims I now have an unpaid balance of $714.89, despite the fact that I have not visited Center for Sight since August 2, 2022, except to be told by Dr. Soto that the YAG surgery had a less than good outcome. Also, why is the payment of $396.87 which I made on November 29, 2022, not reflected anywhere on your statement? I refuse to pay anymore of these bogus charges, and I will follow-up with Medicare fraud and any other agency to prevent this from occurring to others.

Sincerely,

Terri N*****

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