ComplaintsforCharlotte Eye Ear Nose & Throat Associates

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I have for over six months tried to get a refund in the amount of $70.00 from ******, *******. After extensive calling and emailing they did in fact refund a partial amount in $51.28. I recently sent *******, the Business Manager in ******* an email with the full EOB requesting the additional $18.72. ******** paid for the $18.72. I specifically asked ******* to acknowledge my email upon receipt. She did not. Whoever is in charge of billing is very incompetent. They do not know how to read EOBs. When I would call the billing **** would give me excuse after excuse why I they would not refund my money. They would always tell me that it had to go to a supervisor. This has now become ridiculous. It's not about the amount of money either, yes, they owe it to me, but it's also about customer service. CEENTA, Concord fails in providing even the most minimal good customer service. Please refund my money in the amount of $18.72 Please take the time and read my EOB carefully that I have provided to CEENTA Concord.

  Business response

  04/17/2024

  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

  04/17/2024

   
  I am rejecting this response because:  CEENTA billing department has never contacted me regarding the $18.72. I forwarded the *** as proof for my reimbursement several times. The billing department can easily contact me through the CEENTA website, which they have not. It's been six months. It's now become ridiculous. I can only assume it's incompetence.

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

  
  

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had CT done at CEENTA on 9/6/22. Received a bill on 3/12/24 for $430. This is 17 MONTHS after date of service and after insurance denied for timely filing. The patient (me) should not be responsible for a bill that CEENTA forgot to submit to my insurance for reimbursement (12 month deadline - they waited over 1 year to even file insurance) and to bill me almost a year and a half after the service date.

  Business response

  02/20/2024

  For more than 100 years the physicians and staff of Charlotte Eye Ear Nose & Throat Associates, **** 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

  02/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint. While their reply is not satisfactory, the charge has been adjusted off and the issue resolved.
  

   
  Thank you. 

  
  

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Medical Services Provided 9/20/23 , for *****************************, claim submitted to ******** and Blue Shield of California. Both Have paid CEENTA. My EOB from Blue Shield shows " No Patient Responsibility"However, CEENTA continues to bill me for $19.37 Copies of EOB has been sent to CEENTA by Blue Shield showing no patient responsibility. ****** has two billing departments segments, 1. Billing, 2. Claims Processing. Today Blue Shield attempted to Speak with Claims processing but was sent to voice mail so no direct communication could be completed.

  Business response

  01/12/2024

  See attached. Patient's ******** supplement did not calculate the amount due correctly. CEENTA's EOB from ******** indicated a coinsurance amount of $33.71 vs her plan showing an amount due of $14.34. Perhaps this is due to the different states? Nonetheless - patient was responsible for $33.71, her secondary paid $14.34 leaving the balance due of $19.37.

  Let me know if you have any questions.

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

  Director of Revenue Cycle

  Customer response

  01/12/2024

   
  I am rejecting this response because:CEENTA is in**rrect by using the ******** EOB which shows a ** pay of $33.72 attached, Also attached is Blue ****** EOB which shows NO ** pay and No patient responsibility.
  
  

  Business response

  01/24/2024

  Call log from conversation January 22 with ********** **********. We are not contracted with this payer only ********** of ***** and **************. Out of State BCBS plans generally follow the reimbursement guidelines of the home plan.

  Called BCBS of CA ************, spoke with Job Call ref number ************
  02.21.23 rep agreed balance of $10.38 is pat ded per *********** then stated they do not have the ******** EOB for this DOS
  09.20.23 they do not have the ******** EOB for this date of service, but was able to tell me how much ******** allowed for the visit...
  10.19.23 they follow their own guidelines since its a complimentary claim, they do not follow ********'s guidelines and there is no guarantee they will cover any patient responsibility. CEENTA follows ******** guidelines

   

  As a one time courtesy we will adjust off the balances for 9/20/23 and 10/19/23 visits but patient is responsible for any future balances. Thanks

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

  Director of Revenue Cycle
  

  Customer response

  01/28/2024

   
  I am rejecting this response because

  
  

  1. This is in response to CEENTA  response where your statement  says " that you are not contracted with Blue Shield of **********, that is NOT correct. BSCA ****** that you are contracted with them and in network at three  ****** locations: **********************************************************************************************, and *********************************************************Suggest you  need to check your records.

  2. Attached is BS EOB for services on 2/21/23 which clearly indicates NO  patient deductible and NO patient patient responsibility. Therefore I don't OWE $ 10.38

  I appreciate the adjustments for 9/20/23 and 10/19/23, however, had these been handled in accordance with BS CA CONTRACT with you in the first place ther would not have bee a balance.

  Finally, I'd request that 2/21/23 be corrected. Also, That CEENTA recognizes their contract with BSCA.
  
  

• Initial Complaint

  11/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a patient with Ear Eyes Nose and Throat of Charlotte until they informed me on an emergency visity they no longer took my coverage ******************* I had severe blurred vision and was told $250.00 was the cost of my visit if I wanted to see someone and that covered the total cost of examination and prescription as a self-pay,. I was also asked to sign a permission form for them to **** ****************** to try and get my money back. I received a collections call from *** Associates that Ear Eyes Nose and Throat placed a collections for $117.00. I called them and the provider stated the $250.00 I was charged was just a down payment for my visit that day. This is not the truth, they ****ed me again for the same service. The day of my visit I was told I owed notingin else because I was self-pay. Please help me I don't owe this company any additional money.

  Business response

  11/22/2023

  See attached document signed by *********************** outlining our out of network policy regarding UHC. This form is clear that the payment was a deposit. Additionally patient was sent several statements for the balance due but never contacted our office with any questions or concerns until November 21 (after the balance was sent to collections). She was not double billed at all. As a courtesy we can recall this balance from our collections agency and adjust off.

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

  Director of Revenue Cycle

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im hoping you can help me or direct me to someone who can. I was recommended by my primary care ******* **************** to go to CEENTA in ***********, ** to get a second opinion on my left eye as I had a stye back a few weeks prior to my visit and the prognosis wasnt getting any better by ***************** who I had seen three times with little results. I made an appointment with ****************** at CEENTA and was surprised at how fast they got me in to see him. It was the same day. During my visit ****************** was only going to look at my left eye to see what prognosis needed to be done on my eye and basically getting a second opinion, but during my visit ****************** tells me I have severe Cataracts! I told him that was not true and he says how do I know that, and I said, I had three other eye specialists tell me that the cataracts are very minimal and anyways I said that I didnt think you could do Cataract surgery on Glaucoma patients. Well, ******* jumped in right away and said he had done many cataract surgeries on Glaucoma patients and goes on to tell me that he specializes in that and has done many cataract surgeries on patients with Glaucoma. Okay, so now I get it! This doctor is trying to get money off of patients who dont need cataract surgery? Is that it? Now, ******* goes on to tell me that he is going to only do a regular visit this time to address my left eye but then tells me to come back in two weeks to do a Glaucoma visit without even asking me if thats what I want to do. LOL! ****************** then tells me that my cataracts are between a 1-4 and I am at a 2-1/2. Then he checks my eyes again and without looking at any test results tells me after I tell him I have Glaucoma and he says, MY Glaucoma is so severe!!! What are you talking about? I have been monitored by my primary eye doctor and my eyes are not as bad as ******* made it sound. This put me into a panic mode. I was already in tears over my left eye not getting better and he TELLS ME THIS!!!! Now ******* wants to do all my Glaucoma tests all over again that I just had done at my primary eye doctors so I tell him that I WONT DO THAT and if he wants to review my results, I can have my records transferred to him. I went on to tell him that about a year ago I stopped the Glaucoma eye drops because it was causing me 17 side effects. One side effect that I couldnt see, and I wanted to get all my photos of my eyes over the years to see if my Glaucoma had gotten worse or stayed the same. Also, my eye pressure stayed the same as the eye drops werent working. I went into more detail about my Glaucoma that would take more to explain but trying to get to the point. ******* said that sounded good and to have those photos transferred to him. Also, when I stopped the eye drops all the symptoms got better including my eyesight. Theres a lot more that I explained to ******* that he totally understood and said he was willing to get the photos and would not do the tests over again BUT wanted just one test on my eyes before I left. ARE YOU KIDDING ME!! He said he wasnt going to do any tests and this visit was only for a confirmation on prognosis not a GLAUCOMA exam!!!! Okay, so now for some reason I agreed to the Glaucoma test that my insurance and I already paid for at my primary eye doctors. So, I get the test and leave. Now I make an appointment for Oct. 25, 2023 (two weeks later). (Also, my primary Glaucoma doctor recommended me to go to see another Glaucoma specialist back in the spring of this year to see if they could do something else to lower my pressure as he wasnt able to do anything else for me but just give me eye drops.) Now mind you I told this to ******* that I needed to do something else besides eye drops and he understood so I thought ******* might be able to treat me for the eye pressure. I figured I would hear what ******* was going to do at the next appointment. Again, the original reason I was seeing ******* was for the left eye and not the Glaucoma. After I left ******* I contacted my primary Glaucoma doctor and talked with the manager ****** at the office. I asked her if she would send the photos and results for the past two years to ******* at CEENTA. The manager confirmed with me that she would send the photos to ******* and I said yes, please, so ******* wont have to do all the tests over again and not charge me and my insurance company. Plus he will be able to see what other procedure to do since the eye drops wasnt an option. I am very careful that my insurance company doesnt pay for unnecessary tests. The manager then sent the results. Now, on the day of my appointment 10/25/2023. I was having severe pain in my back and side of my body for the past week and needed to go to the ** (per my primary care doctors instructions) but I was afraid if I canceled the appointment with ******* on the day of my appointment I would be charged for the visit so my husband said to call CEENTA anyway and just see if they would be understanding and let me cancel the appointment without a charge. When I called CEENTA I asked ********** and they said they couldnt make that call but would transfer me to Billing. They transferred me to billing and billing said they needed to transfer me to scheduling to see if they wouldnt charge me, but I said that scheduling said I needed to talk to billing. The person I spoke to in billing was *******. ******* then said she would need to talk with her manager to make that call. After being on hold for a few minutes ******* came back on the phone and said as a courtesy for this one time I wouldnt be charged but when I got the bill in the mail and being charged for the visit, I then would have to jump through hoops to get the charge reversed. ******* went on to tell me how to jump through these hoops and I gave up and just said it wasnt worth all that time and effort. So now I go to my appointment on Oct. 25, 2023. I dont have a good attitude as Im in pain and I just want to hear what ******* has to say about my tests results. Now I go to this appointment and the first thing the tech person does when she calls my name is bring me in to get all my tests done. ARE YOU KIDDING ME! So, I tell the tech that I am not having the tests done because I had my results sent to *******. This person huffs and puffs with an attitude and sends me back out into the waiting room and mind you the attitude was so different and not friendly from my last visit I had. After waiting again in the waiting room another tech person called my name. I go to the room and the tech guy is asking me all kinds of questions and looking at my eyes. This again was different from the last visit as ****************** would do the exam, but the tech guy did this exam. Im still in pain and now the tech guy tells me that the results he received from the other office had no photos and I said thats not true as ****** the manager from my primary care eye doctors office said she sent the photos. This tech guy said Im sorry but no they didnt. Im now so upset because I just paid for this visit, and no one tells me this? Now, ***************** comes in and now looks at my eyes and says he didnt get the photos and got only notes from the office and then goes to tell me that I have to do eye drops!!!!!!!!!!!!!! ARE YOU KIDDING ME!!!! And sat there with his back to me and wouldnt look at me!!!!!!!!!! I just walked out because ******* said nothing more to me!!!!!!! I go to leave after paying $80 for the two visits!!! And now paying for the eye test from the first appointment which I havent received the bill for that yet. Im SO UPSET THAT I GOT INTO MY CAR AND STARTED TO CRY. I called my husband at work and I told him I was on my way to the ** at Lake ******. My husband is amazing and calmed me down. I then went to the **. I would like to get my money back on the last visit with ****************** and do not want to pay for the test that I took at the first visit!

  Business response

  10/27/2023

  We apologize for your experience. We are committed to providing the best care to our patients and have been doing so for 100 years. A manager will be reaching out to you to discuss your concern further. 

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My son, *********, had an appointment with ****************** on 8/16 at 10 AM. At my arrival I was checked in by ************** After verifying my information and telling me I have to bring my insurance card the next time because they have to have a photo of it for some reason even though its been scanned in this year she was insistent that I needed to pay a $50 co-pay for my visit. I informed her that my son had met his maximum out-of-pocket for the year back in May and there were no further copayments due. She told me that she would have to go speak with management. I told her that was fine and she left the desk area. A few minutes later she returned and told me that she was told I have to pay. I requested that the management come to the desk for me to speak with. *************************, who is apparently the senior operations manager came out and spoke with me. I explained to her also that my son had met his maximum out-of-pocket, and there were no further payments due for the remainder of this year. She said she had no way of knowing and I had to pay. I informed her that my last visit was May 30 to see ****************** and it should be updated in their records, as there was no payment due then either. At that visit I informed the girl at the desk who simply put a note in the system and did not charge me. ***** insisted that if I did not pay the $50 that I could not have a visit. She told me that I needed to be considerate of their situation, because they are far too busy to verify this information, and I just needed to pay. My son ********* has down syndrome and is at the top of the autism spectrum. My son was very agitated and irritable, and it was actually causing a scene in the office, which was quite embarrassing. As ***** continued to tell me I need to pay money That I was not responsible for. She told me I would have to call and get a refund after. I left a message in your billing office for ********, and have never received a call back or a refund. I want my money back now

  Business response

  08/17/2023

  For one hundred years the physicians and staff at Charlotte Eye Ear Nose & Throat Associates, **** 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 HIPAA privacy regulations, we cannot discuss a specific patient care case other than directly with the patient. Thank you for your support in these efforts. 

  Customer response

  08/17/2023

   
  I am rejecting this response because:
  I have tried multiple methods of resolving it with this business. I had dealt with that in office manager, and have contacted the billing department. If there are alternative methods to resolve this, please do specify your alternative methods as this is not acceptable to just reject this complaint.

  Business response

  08/17/2023

  I apologize that you were not called before the initial response came through. I was able to speak with mom today and resolve the concern. 

  Customer response

  08/17/2023

   
  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

  08/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  On 5/20/2022 I saw a doctor with charlotte eent for an issue with my throat. This was my first and only visit there and first specialist visit of 2022. My insurance card clearly states first visit with specialist is 0$ copay and therefore I wasn't charged a copay at the vist. Months later I received a Bill from charlotte EENT with charges and one charge listed a 100$ copay. I called both charlotte EENT and my insurance company, bright health care and I was assumed thus was an error snd my Bill was adjusted. I paid the adjusted amount. Then months later I received a new Bill for the 100$ copay again. I contacted charlotte EENT and was assured this was an error and not my responsibility. Months later I am still received bills for this 100$ copay that I don't owe and now Charlotte EENT is claiming I owe it. Charlotte EENT needs to zero out this 100$ Bill.

  Business response

  08/17/2023

  For one hundred years the physicians and staff at Charlotte Eye Ear Nose & Throat Associates, **** have provided ***************************** 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 HIPAA privacy regulations, we cannot discuss a specific patient care case other than directly with the patient. Thank you for your support in these efforts. 

  Customer response

  08/17/2023

   
  I am rejecting this response because:
  I have attempted to contact the billing department of Charlotte EENT to resolve this matter and they refuse to do it.  So I have already taken the steps that this business asks, which is to contact them directly. Hence why I have opened this complaint against them! 

• Initial Complaint

  07/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Doctor cancels appointments to attend to other patients. Does not allow for time to adjust. Ignores POA when making decisions and schedule changes.

  Business response

  07/12/2023

  For one hundred years the physicians and staff at Charlotte Eye Ear Nose & Throat Associates, **** have provided ***************************** 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 HIPAA privacy regulations, we cannot discuss a specific patient care case other than directly with the patient. Thank you for your support in these efforts. 

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Charlotte Eye Ear ***************************** Assoc. (CEENTA) several times since Jan, 2023, regarding a bill for services from *******************, they have not submitted to my insurance company. They said they have submitted it and I called my insurance *** and they have never received a claim. Every time I call CEENTA they claim it was in fact submitted. I believe they refuse to submit because they can charge me more than what the insurance.will cover and if I don't pay they will send it to collections. CEENTA processed a claim for the same day (12/21/22) but not the claim for *******************. Please help me resolve this billing issue or advise me how I should proceed.

  Business response

  04/25/2023

  ************************:

  ************ is still awaiting credentialing from United Healthcare. This was submitted to UHC back in the fall of 2022 but UHC still has not credentialed her. Once this is complete we will file claims. Please let us know if you have any additional questions.

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

  Director of Revenue Cycle

  Customer response

  04/25/2023

   
  I am rejecting this response because:
  I have called CEENTA several times and each time I was told that they have submitted the claim to United healthcare, but United healthcare has not responded. United healthcare has stated that they have never received a claim. Please have Charlotte, eye ear nose and throat associates. Send me the claim number and/or code, and I will process the claim.

  Business response

  04/25/2023

  We apologize for any confusion. This claim has not been submitted to UHC due to the fact that ************ has not been credentialed from them. In our systems it may show a claim was created but we have a process in place to stop the claim from being sent to UHC until ************ is fully credentialed. We could release the claim to UHC but it would process as out of network.

  Please feel free to contact me directly at ********************** with any additional questions.

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

  Director of Revenue Cycle

  Customer response

  04/26/2023

   
  I am rejecting this response because: CEENTA can process as out of network ONLY if they are willing to accept the payment as PAID IN FULL. My insurance would pay the full allowable amount, but out-of network pays a reduced amount. United *********** called CEENTA yesterday and after being transferred a few times left a message for CEENTA to process the claim & included the address to send it. I have called CEENTA several times I was always told the claim was processed on the 3rd of April. I believe ****** wants me to pay the balance which is higher than they would receive from my insurance company and if I don't pay they will send it to collections. I have never experienced anything like this and will continue to do everything I can to pursue an acceptable resolution.
  
  

  Business response

  04/26/2023

  ********************:

  I can assure you 100% that CEENTA does NOT balance bill as you are suggesting. We are not submitting claims for ************ because she is not yet credentialed with UHC - that is the ONLY reason. In my previous message I apologized for the wrong information you were provided.

  I provided you my email address previously. Feel free to contact me via email or at ************ should you want to discuss further.

  Thank you

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

  Director of Revenue Cycle

• Initial Complaint

  02/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First sent me to wrong office who could not help and charged me, I paid then sent me to another office. Would not serve me due to bill, was sent by hospital. Management said it's in collection (lie) and refused service because we could not pay, my dad cannot hear and needed to be seen.

  Business response

  03/08/2023

  For more than ninety years the physicians and staff at Charlotte Eye Ear Nose & Throat Associates, ***** have provided ***************************** 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 HIPAA privacy regulations,we cannot discuss a specific patient care case other than directly with the patient. Thank you for your support in these efforts. 

*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. ↩