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Business Profile

Eye Surgery

St. Luke's at the Villages

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint type

  • Initial Complaint

    Date:01/16/2023

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was told in September 2022 that my two cataract operations would be for free. United Healthcare would cover the total amount. I have received two billings requested me to pay $279.77 for the operations. I have spoke with Denise at 8:35a.m. on January 13, 2023. She told me that it was a lack of communications on their part that Noone told me I was to pay 25 percent of the charges. Heather, the front office clerk told me several times the operations are free. I spoke with other people at St. Luke's and they told me the same thing. After the operation is when I knew that I would pay. This is when the bills came in. I do not think this is fair to me. I also paid for faulty charges. These charges were never discussed with me until I received those two payments. Please help me resolve the issues. My operations were on October 5 and 13,2023.

    Business Response

    Date: 02/23/2023

    Heidi
    R******, Operations General Manager for St. Luke’s at The Villages, phoned
    ****** ******* on Tuesday, February 21, 2023 and left a
    message.  Heidi received a call back from Mrs* ******* and her husband on
    Wednesday, February 22, 2023. 

    Heidi
    explained to Mrs* ******* that her UHC insurance policy was a tiered policy,
    and that Mrs* ******* had been misquoted for the wrong tier’s coinsurance percentage
    because she was outside of the HCA facility.  The St. Luke’s informed
    consent signed by Mrs* ******* does have a financial agreement portion that
    informs the patient they are responsible for any charges not covered by their
    insurance and one of our patient services representatives did talk to Mrs.
    ******* on 11/18/22 about the error and offered her a payment plan.  Mrs.
    ******* paid the original quoted out of pocket expense prior to her surgery and
    made two additional payments after the 11/18/22 conversation: one for $286.59
    on 11/21/22 and one for $268.18 on 12/19/22.  Mrs* ******* informed Heidi
    that this is what was quoted to her on 11/18/22 and she therefore feels the
    payment is complete.  Heidi informed Mrs* ******* that St. Luke’s will
    write off the remaining $279.00 balance due to miscommunications.  Both
    Mrs* ******* and her husband indicated that they were satisfied with this
    outcome, and also stated that they will remain patients of St. Luke’s.

St. Luke's at the Villages is NOT a BBB Accredited Business.

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