Complaints

This profile includes complaints for Milan Eye Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Milan Eye Center

  1034 Haw Creek Circle Suite 100 Cumming, GA 30041-5979

  
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  Milan Eye Center

  6300 Hospital Pkwy STE 325 Johns Creek, GA 30097-1983

  
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  Milan Eye Center

  201 Kimberly Way STE 200 Canton, GA 30114-8010

  
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  Milan Eye Center

  3775 Roswell Rd STE 150 Marietta, GA 30062-8821

  
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  Milan Eye Center

  2555 Westside Pkwy STE 300 Alpharetta, GA 30004-4191

  

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.

• Initial Complaint

  Date:07/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Please see document attached.

  

  Business Response

  Date: 07/16/2025

  Dear Mr. ************** you for bringing your concerns to our attention. We take all patient feedback seriously and are committed to providing respectful, transparent, and high-quality care to every individual who visits Milan Eye Center.
  We have carefully reviewed your concerns regarding billing, informed consent, and the overall experience during your recent visit. Based on our internal review, we believe that our team followed appropriate clinical and administrative protocols in accordance with applicable state and federal guidelines.
  While we acknowledge your concerns regarding billing clarity, we did issue a refund adjustment in response to your inquiry on 07/08/2025 back to your **** ending in 3590, and we remain committed to improving the clarity of our cost estimates in the future. Regarding the dilation procedure, while some side effects may vary from patient to patient, our staff followed standard clinical protocols for informed consent and safety.
  At this time, we are unable to offer any additional refund, as services were rendered appropriately and in accordance with current standards of care. However, we are actively reviewing our processes to ensure an even higher level of patient communication and satisfaction going forward.
  I have attached a copy of your itemized receipt per your request, as well as an itemized receipt of services rendered. 
  Thank you again for your feedback. Feel free to email me with any additional questions or concerns.

  
  Sincerely,
   ****** ****
  
  
  ****** ****
  Compliance Officer
  Milan Eye Center
  E: *****************************************************
  

  
  

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23562691
  
  I am rejecting this response because:

  Dear ****** ****,
  Thank you for your response and for taking the time to review my concerns regarding the billing discrepancies, lack of adequate informed consent, and the quality of communication surrounding my recent visit to Milan Eye Center.
  While I appreciate your acknowledgment of my feedback and the refund that was ultimately processed, I must respectfully disagree with the assertion that your team fully complied with both clinical and administrative protocols. Below is a clarification of my outstanding concerns:
  1. Informed Consent- Material Omission of Known Side Effects
  Although your response references standard clinical protocols, the explanation provided at the time of the dilation procedure did not meet the legal or ethical threshold for informed consent. Under Georgia law (O.C.G.A. 31-9-6.1) and consistent with *********************************;(AMA) Code of Medical Ethics, patients must be advised of all material risks associated with a medical procedure, not only the most common or benign ones.
  I directly inquired about what to expect from dilation and was told, I might experience blurred vision, light sensitivity, and heavy eyes only. At no point was I informed of the possibility of numbness in the face, head, or eyes, which were symptoms I later experienced and which causing anxiety. 
  When I raised this issue post-procedure, the staff casually acknowledged it as a known side effect. That acknowledgment after the fact reinforces my point: this information was both known to your team and withheld from me when it should have been disclosed beforehand.
  This failure compromises the validity of my consent, which constitutes a breach of standard informed consent doctrine, particularly given the emotional and physical distress it caused.
  2. Billing Transparency and Refund Process
  While I appreciate that a partial refund was processed after my follow-up phone call, your response does not fully address the concerning admission made by your staff: the refund would not have occurred had I not followed up. This implies that the burden was placed entirely on the patient to identify overbilling and pursue resolution.
  This practice contradicts best practices outlined by the ******************************************* (****) and violates the spirit of the No Surprises Act, which underscores the importance of good-faith cost estimates and transparent billing practices. Patients should not have to engage in multiple follow-up calls simply to receive a correct refund or billing explanation.
  
  3. Request for Additional Remedial Measures
  While I acknowledge receipt of the itemized statement, I respectfully request the following:
  A formal acknowledgment that material side effect information was omitted at the time of consent.
  A description of your teams training protocol for informed consent and how it will be revised to ensure side effect disclosures are consistent and complete moving forward.
  Clarification on your internal billing quality assurance process, particularly regarding how refunds and overcharges are identified and proactively addressed without requiring patient initiation.
  If no additional compensation will be offered, a detailed explanation of how the $200 charge was calculated and why the original estimate referenced up to $300 without any meaningful breakdown.
  Conclusion
  Again, I appreciate your response and understand that no service environment is without room for improvement. However, the issues I experienced were not minor oversights but systemic breakdowns in patient communication and financial transparency. For this reason, I am still considering reporting this matter to the ******************************* and the **************************** of the *********************************
  I remain open to a good-faith resolution and look forward to your detailed reply within ten (10) business days.
  

  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 07/21/2025

  07/21/2025 ******************** you for your follow-up communication regarding your visit to Milan Eye Center. We appreciate the opportunity to further clarify our position and address your concerns. After a thorough internal review, we respectfully maintain that our team acted in full accordance with all clinical, administrative, and compliance protocols. The informed consent provided at the time of your dilation followed standard clinical practice and included communication of commonly expected effects. While we regret that you experienced symptoms that caused concern, we have found no deviation from accepted standards of care. We have also reviewed your concerns regarding billing. As previously communicated, a refund was issued. We are unable to further elaborate on our billing methodology, as our pricing structure involves internal and proprietary considerations that are not shared externally. Similarly, we do not disclose internal training protocols or compliance review processes. However, we can confirm that your feedback has been reviewed with the appropriate departments as part of our ongoing commitment to quality improvement. We appreciate your engagement and the time youve taken to share your perspective. At this time, we consider the matter closed and no further adjustments or accommodations will be made. We wish you the best in your future healthcare experiences. Sincerely, ****** **** ****** **** Compliance Department Milan Eye Center

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23562691
  
  I am rejecting this response because:
  
  ... Ms ***** your response fails to substantively address the central concerns raised and instead attempts to unilaterally declare closure without properly acknowledging or correcting serious procedural deficiencies. Below are my points of rebuttal:
  1. Informed Consent- Failure to Disclose Material Risks
  You state that standard clinical practice was followed and that I was informed of commonly expected effects associated with dilation. Respectfully, this generalization sidesteps the key legal and ethical obligation: a provider must disclose all material risks that a reasonable person would want to know to make an informed decision.
  Under Georgia law (O.C.G.A. 31-9-6.1), and in alignment with both the **************************** (**** and ********************************* (***) standards, informed consent requires more than vague references to commonly expected effects. I explicitly asked what the procedure entailed and what I should expect. Your staff failed to disclose numbness of the eyes, face, or head, a symptom they later acknowledged is known to occur.
  To suggest that I was provided informed consent while omitting a known and distressing side effect, which I specifically asked about, is simply inaccurate and arguably a breach of clinical duty and patient rights. The no deviation from accepted standards of care claim is legally insufficient if material information was withheld from a patient who actively sought that information prior to a procedure.
  2. Billing Transparency- Concealment of Pricing Structure
  Your statement that Milan Eye Center does not disclose internal pricing methodology due to proprietary considerations is not a valid justification for lack of transparency after a transaction has occurred, particularly when I was overcharged, then refunded, only after persistent inquiry. This raises significant ethical concerns under the ************************ (***) Act, which prohibits unfair or deceptive billing practices.
  Additionally, the No Surprises Act (Public Law No. *******) reinforces the patients right to good-faith estimates and to understand what they are paying for, before and after services are rendered. Your refusal to disclose a breakdown of charges or explain how a $200 bill was calculated after quoting up to $300 is neither transparent nor consistent with industry best practices set forth by the ******************************************* (****).
  That you are unwilling to further elaborate implies a deliberate evasion of accountability. Refunding money after I questioned the bill, without voluntarily identifying the error, does not satisfy your duty to patients or uphold the principles of financial integrity.
  3. Refusal to Disclose Training or Compliance Protocols
  While I understand the desire to protect internal protocols, your refusal to disclose even basic procedural safeguards in place to ensure informed consent and accurate billing is inconsistent with your claim of accountability. Most reputable medical providers routinely disclose generalized training practices to reassure patients and demonstrate quality standards.
  Your unwillingness to do so here, in light of multiple patient-facing failures, does not inspire confidence, it raises further questions about compliance oversight and internal accountability mechanisms.
  4. Attempt to Unilaterally Close the Matter
  You claim that the matter is closed and no further adjustments or accommodations will be made. Respectfully, you do not hold the unilateral right to close an unresolved matter when the core concerns remain unaddressed. I have not been offered any corrective explanation for:
  The failure to fully inform me of known side effects I inquired about;
  The lack of transparency in your billing methods;
  The failure to voluntarily issue a refund for an overcharge until questioned;
  The absence of safeguards ensuring accurate patient communication.
  If Milan Eye Center refuses to take additional action or responsibility, I will proceed with the following steps:
  Filing a formal complaint with the ************************************;for failure to obtain valid informed consent;
  Submitting a billing complaint to the Georgia Attorney Generals Consumer Protection Division;
  Filing a report with FTC regarding deceptive billing and post-care disclosure practices;
  Consulting legal counsel to assess liability exposure regarding negligent misrepresentation and breach of Georgias informed consent laws.
  Final Request
  I am providing one final opportunity for Milan Eye Center to respond in good faith and issue a meaningful resolution, including:
  A written acknowledgment that the information shared at the time of dilation omitted a known side effect;
  A written explanation of the billing methodology used for my visit;
  Confirmation that your billing and consent procedures will be reviewed and updated to prevent similar patient experiences.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 made an appointment to check my intraocular lens. It needs a YAG. Th front desk counter informed after 30 minutes to check my **************** policy. the visit is free of charge and after 1 month I received a bill for $171.42. It is not fair, and the UNITED health care person told me to contact the business bill department. I talked to Joahan and Adri but they are not willing to do/help. I asked for the manager since February, but nobody call me back. It is pretty sad but this more like a business for make money only. No sympathy no interest on the human side.

  

  Business Response

  Date: 06/03/2025

  To whom it may concern,
  Regarding the above case brought by Ms. ****** ***** ***, she was seen as a patient of our ophthalmology practice on 1-24-25 for a Yag  evaluation, A YAG laser capsulotomy is a laser procedure used to treat posterior capsule opacification (PCO), a common complication after cataract surgery where the eye's lens capsule behind the implant becomes cloudy.  
  Upon check-in, her medical insurance was verified as active, UMR Choice Plus and verified that Milan Eye Center is in-network.  Her eligibility status returned eligible with no copay due at the time. However, she was informed by our front desk representative that she had not met her deductible for the year as it was only January and that this is a billable visit. Again, she was told that there was no copay, not that the visit was free.  She proceeded with the appointment and was scheduled for two (2) subsequent Yag surgeries, 2-18-25 for her right eye and 3-4-25 for her left eye.  
  On 2-14-25 she was called by our billing department informing her that the insurance verification for both of her upcoming surgeries left her with an OOP, out of pocket remainder of $791.90.  Upon hearing this she cancelled both surgeries and said she would find another ophthalmology practice in which her insurance would cover the entire amount. She was informed that the out of pocket expense is a function of her insurance, not our practice, but she cancelled anyway.  
   On 3-28-25, she called our billing department to complain about the $171.42 bill she received for her evaluation on 1-24-25 saying that our front desk told her the visit would be free.  Again, she was told that there would be no copay, not that the visit would be free.  
  On 6-2-25 she called the billing department again to complain and also to speak with the manager in our Alpharetta location, which is me.  I called her back, but she was at work and couldn't speak. She asked if I could call back early in the day or in the evening to discuss her bill the next day, 6-3-25.  
  At the time of this correspondence, 6-3-25, I tried calling the patient this morning and left 
  a voicemail letting her know Id call her this evening.  This is the same day we received her 
  complaint from your organization. 
  We regret that Ms. ***** *** didnt understand her insurance information as it was 
  explained to her at the time of her visit, however we are in no way at fault and her bill of 
  $171.42 stands as an outstanding balance on her account. 
  Regards,
  
  
  
  ***** S ******, Executive Director 
  Milan Eye Center 
  
  
  

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Milan eye center gave me a price the week before service, although this was changed clerical error I paid the difference. Over a year later they billed my insurance company and requested that the check be sent to me, I spit of this inconvenience, I endorsed the check and took it to their office, They have misplaced this check twice ( while waiting on additional information). Both occasions calling me about the late due bill only to have me explain and they call ACCOUNTING issue resolved! In the mean time, I get phone calls during work hours and late bill through the mail. I have been told a manage will resolved this and I will get a zero balance letter in mail along with a phone call for 2 year now. All I get is more bills and phone call from a new person about an overdue bill. This happen in August of 2022. This is ridiculous. I got bad service from here. Now bad billing.

  

  Business Response

  Date: 07/08/2024

  Hello ****, 

  Thank you for sharing your experience with us. We deeply regret the inconvenience and frustration you've faced regarding your billing situation. After thoroughly reviewing your account and consulting with our billing and accounting teams, we can confirm that you do not owe any balance. We apologize for the repeated communications and the delays in resolving this matter. I can assure you that there is no balance on your account and you should not receive any further statements from us regarding this. 

  
  We understand how this has impacted your experience with Milan Eye Center, and we are committed to improving our processes to prevent such issues in the future. If you have any further questions or need additional assistance, please do not hesitate to contact us directly.

  
  Thank you for your patience and understanding.
  

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My daughter needed a Pediatrician eye exam because of her age and eye condition ,I called the office to see if they could perform what she needed. They said yes and she went to her appointment 11/16/2022. When it was time for her appointment, the doctor seen her and said that her issue needed a specialty that he could not do anything for her, and so he referred us to someone else. They still charged our insurance and through the health insurance, as a specialty is instead of eye insurance. I pay the co-pay in cash that day of $40. I never hear anything from them again then recently almost one year later I get a bill from them saying I did not pay the copay . I called the office about this and they said they will look into it. They never did get back to me and now about a month or so later Ive gotten another bill from them for the same amount. I do not have a receipt because its been almost a year. I feel like this company is scamming people who pay in cash because I always pay the co-pay for my kids and myself at the time of service. Not to mention that he could not even perform the service, and he still got paid by the insurance company and myself for something that he did not even do and now trying to get additional money. This practice should be unacceptable and is an obvious scam for those who pay cash.

  

  Business Response

  Date: 10/20/2023

  Good Afternoon *****************, 

  I am so very sorry to hear of your experience with our billing department.  I personally reviewed your complaint and have resolved the open balance on your account. I appreciate you bringing this to our attention and apologize for the inconvenience this has caused.  Your payment has been applied to your account and you will not receive any further statement for this date of service.    

  Feel free to reach out to me with any questions that you may have.  

• Initial Complaint

  Date:09/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 paid up front for cataract surgery at this location. Following the surgery, my insurance company also paid them an additional amount. After several phone conversations with the ******************* I still have not received a refund or a full accounting for their services. They issued some credits to me, but even following those credits, Milan has been paid $8,256.59 for cataract surgery on ONE eye. This is well in excess of any of the "quotes" I received. I sent the billing department a certified letter, which they received on August 16, with complete details of all transactions with them. I asked for a response by August 31, but have heard nothing from them. My letter, and the original quote for services I received from Milan on February 20 is attached. The address listed in this complaint is for the location that I actually received surgery at. The billing department address is noted in the letter I sent.

  

  Business Response

  Date: 10/20/2023

  Good Afternoon *******************, 

  I am sorry to hear of your dissatisfaction with the billing department at Milan Eye Center.  I do believe we were able to answer your questions via email communication on October 10th and October 12, 2023. I am including the email thread for further review.  We do appreciate you bringing your concerns to us and hope that we were able to resolve all outstanding items.  

  Please let us know if there is anything additional that we can assist with.
  

  Thank you, we appreciate your business, 
  Heather 

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20578456
  
  I am rejecting this response because:
  

  This is the same response I received via my complaint filed with the **************************** of the Georgia **************************  I responded to that email on October 12 (copy attached).

  Milan seems unwilling (or unable) to provide me with the cost of the actual surgery.  They provided me with the cost they billed my insurance provider for, minus adjustments and payments.  As I mentioned in my October 12 email, it very much appears that the cost of this surgery (cataract surgery) is a moving target based on whatever they can get, versus a set amount for any person receiving the service.

  Sincerely,
  
  *******************************