ComplaintsforSouthwestern Eye Center

• Initial Complaint

  09/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had cataract surgery at the ******* Office. I was given a quote of $2200, we agreed on it. This is due to my daughter working there. After the surgery, the bill was $6000. Apparently staff did not notice I was on ******** and had supplemental insurance when were quoted that amount. This is a lie. Because they charged ********, the amount we were quoted was no longer offered. I disputed this charge. I was asked to agree to settle for $3000, which I did. Next bill was over $5000, the office lied again. It seems convenient they discovered my insurance after the surgery. I had less expensive options available to me had I known they would not honor the original quote. If asked to produce paperwork, it will be hard to find much. I think the employee who gave me the first quote is ****. I also know an employee named *************************** is involved during the process to reach an agreement. Not one single person has reached out to personally speak to me. The Company has now claimed we have bad debt. My wife and I have been going to Southwestern for years. This has never happened before. The Administration of the ******* is solely to blame. I find it questionable that the mistake was found after the surgery. My file has my ******** information as I was treated for an eye injury last year. Call it lies or fraud, it is unethical.

  Business response

  09/18/2023

  We are very sorry this patient is unhappy with his outstanding charges for the care he received. Unfortunately, what he is requesting is against ******** regulations. In a good faith effort to resolve this grievance that was made on his behalf by his daughter (a Southwestern Eye Center employee), we have made a monetary adjustment to his account. Our Employee Handbook clearly states that we are unable to provide discounted services to ******** beneficiaries. The Regional Director, who serves as the corporate contact for the region, has spoken directly with the employee and has explained why we are unable to provide discounted services. We are happy to have her reach out to ****************** directly. 

  Customer response

  09/22/2023

  This response is missing many facts.  The company has been aware I am on *********  On the day of my first surgery I was ushered into an office.  I believe that person is *************************.  She knew our daughter and the surgery was to be under ************************ Employee Discounts.  She had me sign all the papers, telling me she would get my cost, which was $1100.00 per eye for toric lenses.  I had my surgery assuming this amount was correct.  Only after both surgeries, did someone realize the mistake and I was billed $6000.00.  Medicare does not cover those lenses and no one in that office caught that fact before my surgeries.  I disputed this and began a grievance process.  On 8/23/2023 my daughter had a conversation with ********************* at the ****** *********** and we agreed to $3000.00.  This was a phone conversation.  She did not follow up with anything in writing.  On June 13 ********************* communicated with my daughter, that upon reviewing my chart, I signed a cost estimate that my portion would be $3459.58.  Never received a bill for either amount.  Instead I get one for over $5000.00.  While still working out a solution, part of that **** was sent to collections.  One or more employees made the mistake.  I trusted them when I signed the papers that they would honor my original quote, I trusted them when I was offered to settle for $3000.00. I never received a bill for $3459.58.  The people involved in this dishonesty and fraud are *************************, ********************* and *********************.  I am not going to pay for the mistake.    My answer is no to them.

• Initial Complaint

  11/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 10/5/22 I had an eye appointment with ************** at Southwestern Eye Center. I arrived for my 11:00 am appointment at approximately 10:40. I waited for over an hour to an hour and a half before I was seen by the technician. I was then told the doctor was busy and it would be another 15 minutes before I saw the doctor. I waited for another 30 minutes. It was now past 1:30 pm. I informed the receptionist that I was not going to wait any longer and to let the doctor know I was leaving. Since then I have received 2 statements charging $25.00 for a cancel fee. I did not cancel - the doctor did not timely appear for the appointment and I refuse to be charged for something that did not happen. They are threatening to turn me over for collection for something that was totally their fault and not mine.

  Business response

  11/28/2022

  Good morning,

  The timeline of events could not be verified by the clinic and the cancellation charge has been adjusted in full. There is no patient balance due for this date of service.

  We apologize for the inconvenience this caused our patient.

  Thanks,

• Initial Complaint

  10/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  date of transaction: 8/1/22 for the amount of $455.53 account number ******. ******************** eye was contacted about this bill back in August of 2022 and informed that this amount was included and paid in full two weeks prior to date of service on 2/22/22 at 9:30 am with surgery counselor *************************** at surgical center barnet.*******.******* eye center in flagstaff. On 2/22/22 *************************** surgery counselor collected $6430.39 from Alpheon credit, along with $582.91 and $131.39 from clients personal *********** credit card. As well all surgical services were submitted to **************** *************************** stated directly on 2/22/22 that all service (the surgeon, anesthesia, lens, stents and pre and post care) were all paid in full and that we would not received any further bills other than from Alpheon credit for which we are paying. Surgery day was 3/1/22 for right eye and 3/15/22 for left eye. However now Southwestern Eye Center is trying to collect on the anesthesia for the above mention surgical days 3/1/22 and 3/15/22. I have reached out twice to Southwestern and informed them that those service were covered and paid in full on 2/22/22 when ***************************** told southerwestern billing department all that was paid that day and they said they would look into the matter, now on 10/7/22 I receive a call from a collections agency 3 months later informing to pay more money in the amount of $455.53 which per *************************** stated was covered by all fees received 2/22/22. The company never tried to resolve this and is trying to collect more money when all was already paid. I would greatly appreciate your assistance in resolving this matter. Thank you

  Business response

  10/18/2022

  Thank you for bringing this to our attention. A thorough review of his account was performed and we determined that he has in fact paid his account in full.  As of today, he does not have any outstanding balances.  We are reviewing our current processes to see what additional controls can be implemented to prevent this from happening again. We strive to provide world class customer service in a timely manner.  We have reached out to the patient to update him on this matter, however we have only reached his voice mail. We left a voice mail with a direct call back number.  Please let us know if you have additional questions, concerns or comments.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been dealing with an issue for almost 12 months. The primary focus of my complaint involves being charged for a product I have not received. I saw an optometrist for an annual check up and to order contact lenses. During the process of ordering the contacts with the optical department, the lady typing my information in did not do so correctly (entering STREET instead of PLACE for the address of delivery). This caused the contacts to be delivered to another address I am not associated with which I confirmed with the *************** I reversed the payment for those contacts and notified an employee of the clinic on my situation. A few weeks later, I received a **** in the mail stating a payment of $100 was owed. I called the number for the department listed on the **** and explained my situation. The representative said that she would handle it. I incorrectly assumed that would be the end of the matter but I received another call from another representative a few weeks later. After again explaining, she said that I would need to speak with the Optical Manager. After doing so, I was told I need to speak with a Regional Manager. After attempting to do that, I am unable to get a response from ***************************. Originally, she did respond via email saying she would order more contacts for me and would notify me when they are ready for pick up. I again explained I do not need the contacts any longer and I would like the payment of $100 to be removed. I have had no further communication after sending a follow up email or phone calls. I have received another letter stating the $100 charge is now in collections. I would prefer this matter be handled privately but I am running out of options for how to resolved this 10 month issue and have no further guidance on who I am required to speak with next.

  Business response

  07/29/2022

  Complaint was reviewed. Adjustment has been made to the account for ******.  There will not be a ****** balance on his account for these lens.

  Customer response

  07/29/2022

  I have no verification for the business response. I have an email saying the same as described but I have another email from a representative asking if I would like a refund, myself confirming, and no further response or confirmation.

  Business response

  08/15/2022

  The resolution of ***************************** concern is addressed as follows: 

  I reviewed **************************** account and confirmed the issue of the ****** patient originally paid.  Pt did not receive the lens.

  The account was removed from the *** agency today. The transaction may take 5-7 business days.  

  I spoke to our VP of Revenue Cycle regarding the issue.  The account will be adjusted and the ****** will not be shown

  as owed by the patient.  This is adjusted to a zero balance as a courtesy adjustment.

  If the patient receives a statement from the agency ***, it is because of timing. Patient can contact me directly.

  ************ should he have questions.

  It is understandable the frustration ************** feels. I apologize this account has taken so long to correct as this has

  been touched by multiple people and not resolved until today.

  Regards,

  *******************************

  Director of ***************** Clearance

  ************************. 

   

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a routine eye exam at Southwestern Eye Center in ***********, ** on 6/29/21. Beginning on 7/29/21, I began to receive bills from Southwestern Eye Center for $272.00 for this exam; however, according to the Explanation of Benefits I received from my insurance company *************** Advantage) dated 8/11/21, this **** was paid by my insurance company, at the contracted rate. The payment was directly deposited to Eye Med who, at the time, Southwestern Eye Center was contracted with. Since August, 2021, I and a representative from Aetna have repeatedly called Southwestern Eye Center to resolve this situation. Aetna has repeatedly faxed Southwestern Eye Center copies of the Explanation of Benefits. I mailed them copies on October 11, 2021; I sent the cover letter and copies of the Explanation of Benefits certified, return receipt requested. I did get the return receipt back signed by what looks like the last name of "********." After receiving another **** dated 10/29/21, Aetna and I spoke with another representative from Southwestern who said he would turn the matter over to the insurance department so I did not get anymore bills. I did not receive anymore bills from Southwestern Eye Center until 3/8/22. In February, 2022, I received a voice mail from Southwestern Eye Center saying they were no longer contracted with Eye Med, so they were cancelling my eye exam scheduled for 6/29/22. In March, 2022, I began receiving bills again. Again, a representative from Aetna and I have contacted Southwestern Eye Center trying to resolve this situation. It's not working - I just received a **** dated 7/1/22 threatening "further collection activity." Aetna keeps assuring me I do not owe anything to Southwestern and that they were paid, through Eye Med, at the contracted rate.

  Business response

  07/29/2022

  This account is being addressed. We will contact the patient by Monday August 1, 2022 with appropriate resolution

  Customer response

  07/30/2022

  
  Better Business Bureau:
  
  I have heard from ******************************* of American Vision, representing Southwestern Eye Center, via voice mail and email on 7/29/22, and they have adjusted my **** down to "zero" so I don't owe anything to Southwestern Eye Center.  She said she will contact the BBB the week of August 1st to close this issue out as fully resolved.  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been dealing with Southwestern Eye Center billing for over a year now. They ended up billing our insurance company with the wrong code. I called my insurance for the very specific information about what was wrong and relayed that to ****** on 08.04.21 she told me she would take care of it. A few months later I received another **** from them and again I followed up and this time spoke with ***** on 12.07.21. Explained the whole situation to her. Asked when I should follow up. She told me no need to follow up. Today I received a collection notice. The provider was *******************. Which I do not have any complaints about his service. But he needs to be aware of the incompetence of the billing side of this company. I am very upset about this treatment. I value my credit and this was very insulting to be told no need to follow up and then no notice given to me that they were sending it to collections.Update- I saw your response to my review requesting to send in email to Makayla. I have since sent two emails with no response. I spoke with an ********** with the billing office on the 22nd who said I would need to speak to a supervisor and to give at least 72 hours to hear from them. I am still waiting for them to call. I had to leave a message today. I am trying to settle out this account so that it does not affect my credit. When I spoke to ********** she was able to see that we were there just for an annual visit so not sure why this is being billed incorrectly, I need to know who I can contact that will actually be able to assist me in addressing this issue. I finally received emails from Makayla telling me my emails have been sent to the appropriate clinic supposedly the situation was being handled. That someone was supposed to call me. But no one had and I informed Makayla as such. As of today, no one from the clinic has contacted me.

  Business response

  05/05/2022

  Thank you for bringing this compliant to our attention.Southwestern Eye Center strives very hard to provide excellent customer service and we are sorry that is not what ********************* experience. I show we have resolved the patient account on 04/13/22 with the patient. 

  Customer response

  05/06/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  03/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  ******* account is ******. ********* ******** have contacted Southwestern Eye and talked to several people regarding the account balance. No one can tell me the balance due on the account. I was told that the Accounting MGR would call me back.......I have not received a call from anyone. But bills are still coming.Last statement dated 2/1/22 is for $1793.03 and is OVER 120 DAYS. This is the 1st **** for this amount I have seen.Another amount for $25.43 has been turned over to **********************,HCI Account Number ********. What is this for?......And they could not tell me. Why is it being turned over to a debt collector?What I would ask of you is that you reach out to Southwestern Eye and find a contact person who can sort this out before this goes any further and contact me only at my email ************************** by 3/4/22.

  Business response

  03/08/2022

  Thank you for bringing this compliant to our attention.Southwestern Eye Center strives very hard to provide excellent customer service and we are sorry that is not what ********************* experience. I emailed the patient 03/03/22 showing account was resolved.  

  Customer response

  03/08/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** And ***************************
  
   
  

• Initial Complaint

  02/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife ************************* had an eye appointment with Southwestern Eye Center in July of 2021. Her account number was ******. In August, received a **** for the remaining balance due of $52.00 which I paid through a service called Papaya on 9/1/2021. The confirmation number was 06480D. I also received a confirmation from the instamed.com portal on 9/2/21 showing the same authorization code. The charge appears on my credit card statement dated 9/3/21. The next month, we received another **** for this amount so my wife ****** contacted Southwestern Eye Center and provided them with my proof of payment. We assumed the issue was resolved until receiving a statement for the same amount in November. I mailed the statement back with a note saying it had been paid. Then in December I received a **** from a collection agency. I again contacted Southwestern Eye Center and they confirmed they had received the proof of payment and said they'd fix it. Then in January I received another statement from them with a **** for $52.00. I called again and spoke to ******* and she said they'd fix it. Now in February, I have received another **** from the collection agency again. This needs to be fixed. It has taken an enormous amount of time. I have contacted Papaya and they confirmed that the payment went through to the correct organization and told me it must have been misapplied. This information has been transmitted to Southwestern Eye Center billing department at least five times now.

  Business response

  03/03/2022

  Thank you for bringing this compliant to our attention. Southwestern Eye Center strives very hard to provide excellent customer service and we are sorry that is not what ***************** experience. I contacted the patient today and have resolved the issue with him. 

• Initial Complaint

  10/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  19 April 2021 ***** from Southwestern Eye Center called to verify my insurance information. I told her about having new insurance. Gave her the current information. Told her I also needed regular exam to get prescription for new glasses.26 April 2021 Informed receptionist of insurance. Provided ******** AND ******** Supplement card At end of appointment, went to pick up prescription for glasses. Told AHCCCS did not cover regular eye exams. Would be responsible for $52. Told them MY insurance did cover everything; didnt care what AHCCCS procedures were since I was not on AHCCCS. 4 Sept 2021 Received billing statement from Southwestern Eye Center showing:Total Account Balance:$60.86 Due from Patient:$ **** 10 Oct 2021 Received another billing statement from Southwestern Eye Center showing:Total Account Balance:$52.00 Due from Patient:$52.00 Billing Statement addressed to *************** **** Guarantor listed as *************** **** Claim sent to AHCCCS

  Business response

  10/21/2021

  Thank you for bringing this compliant to our attention. Southwestern Eye Center strives very hard to provide excellent customer service and we are sorry that is not what ************* experience. I tired to contact patient but the phone number listed is not accepting calls. Emailed patient today to advise account has been resolved. 

• Initial Complaint

  09/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The management of the ************* Center clinic located at ************************ in **** ** has twice now refused its opthemologist's order that a pre-authorization be sent to my insurance company.

  Business response

  09/20/2021

  Please see the attached response to case #********. 

  Thank You

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩