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Initial Complaint
01/24/2025
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.
My son is a patient at this practice, and I am extremely dissatisfied with how his recent insurance situation was handled. I received a call stating his appointment needed to be canceled because the office no longer accepts his secondary insurance. However, my son has both primary and secondary insurance. At his last visit, I was assured that having a primary insurance plan would be sufficient. On January 1, when his insurance plan updated, I provided the staff with his new primary medical ID. While it could not be pulled up in their system, I contacted the insurance company, which stated that eligibility could not be verified through the system but that the office could call directly to verify benefits. I provided the insurance companys contact information, but I was informed that the office "will not do that." *********** refuses to call to verify benefits? In December, this same primary insurance was verified with no problem. He just has an updated member ID for the plan year. Refusing to make a simple call to verify benefits feels lazy and unprofessional. To make matters worse, I offered to self-pay to ensure my son could still receive care, but the office ignored this option. I was instead told that because the secondary insurance is not accepted, the primary insurance would not be accepted either. The office manager instructed the staff to cancel the appointment entirely. This practices actions are unacceptable. Denying care to a patient, especially a child, is unprofessional and lacks compassion. As a result, I will be cutting ties with this office as both a parent and a patient. This experience has been incredibly disappointing, and I feel the office staff has failed to uphold basic standards of care.
Business response
01/31/2025
For more than 100 years the physicians and staff of Charlotte Eye Ear Nose & Throat Associates, P.A. have provided professional medical services to our patients in Charlotte and surrounding communities. We are proud of our reputation for top quality medical care and compassionate treatment of our patients. To that end, we have a very active quality assurance review process and provide multiple ways that patients can contact us directly and share their concerns. We investigate every patient concern but because of the ***** privacy regulations, we cannot discuss a specific patient case other than directly with the patient. Consequently, we will be in touch directly with the patient and attempting to resolve the concerns. Thank you for your support in these efforts.
Initial Complaint
12/19/2024
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.
CEENTA billed me a $50 no-show fee for an appointment I never agreed to or scheduled. Despite providing clear evidence of their error and requesting a correction through their patient messaging portal, ****** has failed to respond within their stated 48-hour response timeframe. This is indicative of a troubling pattern in CEENTAs billing practices, which disproportionately harm patients, particularly seniors, who may lack the resources to fight back against unjust charges.Complaint Details 1.What Happened:On December 16, 2024, I contacted ****** through their patient portal to inquire about scheduling an appointment with Dr. ********* *****.A staff member (*** *.) informed me that Dr. ***** was unavailable and offered an appointment with Dr. ******* *****. I explicitly declined this offer, as documented in my response.Despite my clear refusal, CEENTA improperly scheduled an appointment with Dr. ***** for December 17, 2024, and subsequently billed me a $50 no-show fee for failing to attend this unauthorized appointment.2.What I Have Done:I contacted CEENTA through their messaging portal to dispute this charge and provided evidence of the error.Despite their promise to respond within ************************************************* corrected the charge.3.Why This Matters:CEENTAs refusal to resolve this error reflects a broader issue with their aggressive billing practices, which disproportionately harm seniors and vulnerable *********** a senior citizen, I am capable of advocating for myself, but many elderly patients may not have the resources or ability to dispute unjust charges, leading to undue financial and emotional distress.Desired Resolution 1.I request that CEENTA immediately remove the improper $50 no-show charge from my *********** also encourage ****** to review its billing practices to ensure that other patients, particularly seniors, are not subjected to similar unjust charges in the future.
Business response
12/20/2024
For more than 100 years, the physicians and staff of Charlotte Eye Ear Nose & Throat Associates, P.A. have provided professional medical services to our patients in Charlotte and surrounding communities. We are proud of our reputation for top quality medical care and compassionate treatment of our patients. To that end, we have a very active quality assurance review process and provide multiple ways that patients can contact us directly and share their concerns. We investigate every patient concern but because of the ***** privacy regulations, we cannot discuss a specific patient case other than directly with the patient. Consequently, we are in touch directly with the patient and attempting to resolve the concerns. Thank you for your support in these efforts.
Initial Complaint
12/13/2024
Complaint Type:
Sales and Advertising 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 a surgery in July of 2024. Due to financial hardships (which has led to bankruptcy), my account unfortunately accured a bad debt. I simply couldn't pay the balance owed. I am now however on an automatic-draft repayment plan; yet I am still being refused care. While billing has accepted my bi-weekly repayment amount, they refuse to remove the "bad debt" notification on my account. Despite literally having an appointment on 11/26/24 (while on the repayment plan); I am unable to make any more appointments until the debt is paid in full. I think an automatic-draft repayment should show a sign of good-faith for customers to continue care with a specialist. All I'm requesting is for the bad-debt note on the account to be redacted for continued care.
Business response
12/20/2024
For more than 100 years, the physicians and staff of Charlotte Eye Ear Nose & Throat Associates, P.A. have provided professional medical services to our patients in Charlotte and surrounding communities. We are proud of our reputation for top quality medical care and compassionate treatment of our patients. To that end, we have a very active quality assurance review process and provide multiple ways that patients can contact us directly and share their concerns. We investigate every patient concern but because of the ***** privacy regulations, we cannot discuss a specific patient case other than directly with the patient. Consequently, we are in touch directly with the patient and attempting to resolve the concerns. Thank you for your support in these efforts.
Initial Complaint
11/16/2024
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 was billed two $50 no show charges, after being told on the phone that there would be no charges, since the necessity of an appointment was miscommunication by office personnel and I was too sick to make it into the office to be seen. After this, they went ahead and sent one of the $50 charges to collections without notifying me that I was charged in the first place.
Business response
11/20/2024
For more than 100 years the physicians and staff of Charlotte Eye Ear Nose & Throat Associates, P.A. have provided professional medical services to our patients in Charlotte and surrounding communities. We are proud of our reputation for top quality medical care and compassionate treatment of our patients. To that end, we have a very active quality assurance review process and provide multiple ways that patients can contact us directly and share their concerns. We investigate every patient concern but because of the ***** privacy regulations, we cannot discuss a specific patient case other than directly with the patient. Consequently, we are in touch directly with the patient and attempting to resolve the concerns. Thank you for your support in these efforts.
Customer response
11/21/2024

I am rejecting this response because: The charges have not been rescinded and I only received one phone call where they tried to explain the no show policy to me, despite the charges not aligning with their policies. I wasnt able to sit on the phone and listen to them, so I asked to call back later. I have tried to call back multiple times and have been left on hold for over 30 minutes. I sent them a message through the patient portal and have not received a response. I still have two incorrect no show charges, including one that was sent to collections. This has not been corrected.
Business response
11/27/2024
Good afternoon, A message for this patient was left in this patient's MyChart on 11/22/24 regarding these charges. If there is further concern, please contact the Uptown office directly. Thank you.
Initial Complaint
07/01/2024
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.
There are multiple issues that are currently happening with thisnorganization.First: i had an examination visit with ENT *************************** about breathing issues on April 8. Examination was done and they billed my insurance which services were paid by my insurance. Tofay is July 1 2024 and i have been calling endlessly to their billing department to ask them to solve this issue all i the responses i can hear are"we will get back to you give us a couple of days"Second: I had a septoplasty surgery done by **************************** on May 20 2024 . I had to pay a total amount of $3366 which they mentioned it covered all my expenses and that had to be paid upfront because i had to meet my insurance deductible. To my surprise(attached below) i still have over $2700 pending to pay because they day my insurance has not paid them. I have all EOB from my insurance company showing proof they paid for everything already. Have been calling their office since april 8 still trying to solve my first visit now including this new issue all responses i get are "we will get back to you"Third and last: now i receveid a bill from the surgery center for over $8000 follars stating that my insurance is out of network so i have to lay upfront? This is just wrong from many aspects why did my doctor went ahead with my surgery without letting me know my insurance wouldnt cover this? This was not discussed with me i wouldnt even got the surgery or wouldve discusded a place where my insurance was in network.They have not made the minimal attempt to contact me or solve any issue on my behalf. My insurance ********** blue shield have contacted them multiple times and still they dont answer to them.I am owed money because of ehay i paid upfront. Because my insurance covered all the procedures. The surgery center i think its in a different category of malpractice and scamming their patients.
Business response
07/08/2024
For more than 100 years the physicians and staff of Charlotte Eye Ear Nose & Throat Associates, P.A. have provided professional medical services to our patients in Charlotte and surrounding communities. We are proud of our reputation for top quality medical care and compassionate treatment of our patients. To that end, we have a very active quality assurance review process and provide multiple ways that patients can contact us directly and share their concerns. We investigate every patient concern but because of the ***** privacy regulations, we cannot discuss a specific patient case other than directly with the patient. Consequently, we are in touch directly with the patient and attempting to resolve the concerns. Thank you for your support in these efforts.
Customer response
07/08/2024

I am rejecting this response because:
I am still waiting for them to reaolve the 8k bill from ************************
Initial Complaint
06/25/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
We were told that our son was scheduled for sinus surgery on 5/28/2024. This date was given to us in April 2024. When we went for a scheduled appointment on 5/8/2024, we discussed the process/procedure for surgery on 5/28/2024. I took 5/28 off of work, and my son took that whole week off of work, since our doctor told us he would have to have to stay home and have little activity because of recovery. We began asking for the time of the surgery on 5/23 and was told they didn't have the time yet. We called on 5/24 and was told that they would call the surgery center to have them expedite a call to us. No call came. Now it was Memorial Day weekend with surgery schedule for the next Tues, but we had no time. I contacted our doctor via LinkedIn, and he said we could get a call as early as 4:30 am on 5/28 with our time, so we were prepared to get up early to go to Charlotte. We finally got a call at 8:15 am telling us there was no surgery scheduled because our insurance had not yet approved the surgery. My insurance company told me they never received a request for surgery. We determined that the responsible staff never submitted a request. I requested compensation from CEENTA because of their mistake. They have a policy that charges customers for missing appointments, and I think we deserve to be compensated for our lost income at the least. There are numerous other examples of poor customer service that I do not have room to share here, which added "insult to injury." CEENTA administration apologized but refused to compensate us in any way. I cannot see how their mistake that cost us significantly deserves no compensations, but if we miss an appointment, we have to pay. This does not align with their mission statement, and we are deeply disappointed on how we were treated and how hard we had to work to get my son's surgery scheduled.
Business response
07/08/2024
For more than 100 years the physicians and staff of Charlotte Eye Ear Nose & Throat Associates, P.A. have provided professional medical services to our patients in Charlotte and surrounding communities. We are proud of our reputation for top quality medical care and compassionate treatment of our patients. To that end, we have a very active quality assurance review process and provide multiple ways that patients can contact us directly and share their concerns. We investigate every patient concern but because of the ***** privacy regulations, we cannot discuss a specific patient case other than directly with the patient. Consequently, our operations team has been in touch directly with the patient regarding their concerns. Thank you for your support in these efforts.
Customer response
07/16/2024
I am rejecting this response because:
I am not satisfied with the response from CEENTA as they basically said they have done all they are going to do while hiding behind HIPPA. I will be happy to waive our HIPPA rights to allow them to speak with your representatives. It is simply not right for them to be able to charge patients for missing an appointment and not reimbursing patients for money lost due to the negligence of CEENTA employees. Our family lost approximately $600 due to CEENTA employee negligence. Our experience does not align with the statements that are part of the CEENTA mission as listed below.

We value our patients as the reason for our groups existence. We will strive to meet their needs in a timely, caring, and professional manner. We insist upon the ethical treatment of patients and each other and will accept nothing less in the accomplishment of our stated mission.

Clearly, CEENTA did not meet our needs in a timely, caring, and professional manner since they gave us a surgery date that they did not reserve for my son. We believe that the average person would not expect to be given a surgery date that was not reserved by CEENTA and would not consider such treatment to be ethical. We believe the average person would find it reasonable and ethical to be reimbursed for our expenses due to the negligence of CEENTA staff.
Initial Complaint
05/28/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I made an appointment for an eye exam in Charlotte, **, then learned my insurance would only pay for a provider in S. ********* I had been warned by staff that appointments had to be canceled 24 hours before said appointment or you'd be charged $50.00. I called 24 hours before my scheduled appointment to cancel. They have an automated line, and you get put on hold for a long time. Their system then instructs you to leave a message. I did just that. I gave my appointment date, name, phone number, etc., and said I was canceling my appointment. Now I'm being billed $50.00 for not canceling. I'm sure I can find where I called their number ahead of time on my cell phone numbers dialed list. I don't owe them anything.
Business response
06/04/2024
For more than 100 years the physicians and staff of Charlotte Eye Ear Nose & Throat Associates, P.A. have provided professional medical services to our patients in Charlotte and surrounding communities. We are proud of our reputation for top quality medical care and compassionate treatment of our patients. To that end, we have a very active quality assurance review process and provide multiple ways that patients can contact us directly and share their concerns. We investigate every patient concern but because of the ***** privacy regulations, we cannot discuss a specific patient case other than directly with the patient. Consequently, we are in touch directly with the patient on May 16th and resolved the concerns/charge oversight. Thank you for your support in these efforts.
Customer response
06/04/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Initial Complaint
05/20/2024
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.
On 11/17/2023 my daughter was seen In the *********** office. Prior to her appointment I had verified her insurance was covered with office and was told it was. At her appointment she needed glasses and they told me they dont accept her insurance for glasses. When scheduling her follow up they told me that her appointments were covered due to medical issues. Fast forward I get a call from an attorney today 5/20/2024 stating that I am now in collections with them for a bill of $365.00. I have tried to call the office on multiple occasions and am told to leave voicemails and they will call me back. I called today again after receiving a call from the attorneys office and they hung up on me when I called back they told me to just leave a message. So here I am, paying $365 when I was lied to and told that we wouldnt be billed because it was covered. This is unacceptable and unprofessional for any business! I dont deserve to be treated like this or abused so they can make money.
Business response
05/28/2024
For more than 100 years the physicians and staff of Charlotte Eye Ear Nose & Throat Associates, P.A. have provided professional medical services to our patients in Charlotte and surrounding communities. We are proud of our reputation for top quality medical care and compassionate treatment of our patients. To that end, we have a very active quality assurance review process and provide multiple ways that patients can contact us directly and share their concerns. We investigate every patient concern but because of the ***** privacy regulations, we cannot discuss a specific patient case other than directly with the patient. Consequently, we are in touch directly with the patient and attempting to resolve the concerns. Thank you for your support in these efforts.
Customer response
05/28/2024

I am rejecting this response because:
Nobody has reached out to me. I have left messages with no response. Prior to this before the appointment I was told it was covered then after Im billed $365 because I was given false information by the practice.
Business response
06/04/2024
A refund has been processed for this situation. We thank you for your patience in this matter.
Initial Complaint
05/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Patient: *************************. My wife took ***** to their ************ location on 5/7. My insurance was billed $335 for the visit. That was covered under our Cigna health insurance. We made sure they were in network before we went. They also billed $70 for eye glass exam, which of course was rejected by our health insurance. That is covered on vision on any plan, and we have a zero deductible vision plan for glass exams. We called to get them to submit it to vision and were told they don't accept vision. Here is my problem, my wife was never told that those services were being performed outside of health insurance. We were never provided with any estimate for the work that should have been provided before service. I was completely surprised by this $70 charge. I called billing to try to get assistance and was told they don't negotiate and she hung up on me. I don't think this is fair billing practices. Eye glasses, contacts, and exams are always covered under vision insurance. If you don't accept vision insurance, you should clearly make patients aware of that ahead of time. I respectfully ask that this amount be credited.
Business response
05/22/2024
For more than 100 years the physicians and staff of Charlotte Eye Ear Nose & Throat Associates, P.A. have provided professional medical services to our patients in Charlotte and surrounding communities. We are proud of our reputation for top quality medical care and compassionate treatment of our patients. To that end, we have a very active quality assurance review process and provide multiple ways that patients can contact us directly and share their concerns. We investigate every patient concern but because of the ***** privacy regulations, we cannot discuss a specific patient case other than directly with the patient. Consequently, we are in touch directly with the patient and attempting to resolve the concerns. Thank you for your support in these efforts.
Customer response
05/23/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.

Thank you.
Initial Complaint
04/12/2024
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.
On 3/13/2024 I had an appointment at CEENTA to address issues with dizziness, vertigo, and sinus pressure. I had several issues with the doctor ************************************* who saw me. I tried to explain the issues I have had and the steps I have already taken, and he kept cutting me off and would not listen to my concerns. He did not address any of the issues I have had with sinus pressure. He left the room before I was able to ask any further questions. That afternoon I called and spoke with a supervisor, ******, and told her my concerns. She read the doctor's notes to me, and he included notes for tests he did not perform, including a nasal examination. She said she would speak with her supervisor and call me back. I did not here back for a week and called back. She once again said she would speak to a supervisor and call me back, and did later that day. She told me that I was going to be charged for everything, including the tests that were not performed. I told her I did not think that was a fair resolution, and she said she would ask a different supervisor. At this point, I have still not heard back. I have also received a bill for $473.29 (after insurance). I feel this is unfair for CEENTA to charge me since 1: the initial reason for the visit (sinus pressure) was not addressed, 2: The doctor did not listen to my concerns/symptoms to reach a proper diagnosis, and 3. There are charges for tests that were not performed. I think a fair resolution would be for CEENTA to waive all costs for this visit.
Business response
05/01/2024
For more than 100 years the physicians and staff of Charlotte Eye Ear Nose & Throat Associates, P.A. have provided professional medical services to our patients in Charlotte and surrounding communities. We are proud of our reputation for top quality medical care and compassionate treatment of our patients. To that end, we have a very active quality assurance review process and provide multiple ways that patients can contact us directly and share their concerns. We investigate every patient concern but because of the ***** privacy regulations, we cannot discuss a specific patient case other than directly with the patient. Consequently, we are in touch directly with the patient and attempting to resolve the concerns. Thank you for your support in these efforts.
Customer response
05/06/2024

I am rejecting this response because: I have tried several times to deal with the business directly. Every time I speak with someone, I am told "we will look into and call you back." I never receive any follow up and no efforts have been made to resolve the issue.

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