ComplaintsforHorizon Eye Care PA

• Initial Complaint

  03/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Horizon eye care billing department did not process the check I wrote for my cataract surgery the information was given over the telephone. I received a bill stating I stopped payment on the check I was charged ***** I did not stop payment, they then send out another bill with now a charge of ***** claiming their bank could not locate the account the check was drawn on ********************* my daughter ************** wrote the check she had more than enough funds to cover the check. No one from Horizon eye care bothered to verify the account or to find out what the problem was. I spoke to the billing department and I am still getting a bill for ***** which I do not feel I owe because I did not stop payment the account is open. I paid the ******* by credit card on 3/1/2024. The promblem is on their end.

  Business response

  03/26/2024

  After reviewing the patients/'s billing records and notes, it appears there was an issue with his/her bank not being able to "locate the account."  We have documentation of the conversation with the patient's bank but don't feel comfortable placing the patient's bank records on a public forum.  Again, we believe this to be a banking issue and not a Horizon issue. 

  Because we value the patient's business and our reputation, we have decided to zero out the patient's balance anyway.  We have adjusted the patient's account per their request.

  Customer response

  03/26/2024

   
  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

  12/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have been repeatedly billed since 2021 for a bill that was already paid in full in 2021. I have disputed the bill including with receipts in 2021. The bills keep coming and now in 2023 I have been erroneously sent to collections after having been told by Horizon employees that the bills were an error on their part and not to pay it. I cant get anyone at Horizon to help me with this problem despite multiple attempts in person and by phone.

• Initial Complaint

  06/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 14, 2023, during my visit I made a payment of $411.59 that would cover the payment for my visit made on January 20, 2023, they applied this payment incorrectly. Since I have continued to receive charges related to my visit on January 20, 2023, I sent a message asking that the payment I made on April 14, 2023, be applied. *********************** sent me an invoice that shows $0.00 on 05/17 /2023. However, they kept sending statements charging me $345.93. I sent several messages, which have been ignored.

  Business response

  07/06/2023

  Horizon ******** did not thoroughly explain the patient's bill for services rendered.  We have contacted the patient directly and resolved the matter to the patient's satisfaction.

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made an appointment in Jan **************************************************************************** floaters and our family history. I was very specific that I wanted an opthalmologist, and was not going for a typical vision concern, and was told this would be a medical visit, not a vision visit. After waiting nearly an hour past my appointment time, I was called. The assistant started to check my eyes in the machine. I told her I had no concerns with my regular vision and that I wasn't there for a vision exam. She continued and did other various checks when I expressed a second time that that was not why I was there. Finally, the doctor came in, who turned out to be an optometrist, NOT an opthalmologist. I told him the same thing but he replied stating that if I ever changed my mind, I would have the prescription ready. He then started doing the final lens comparison when I said a 4th time, that this is not why I'm here and that I do not need glasses and that's not what my visit was for. I then started to tell him about our family history of blindness and my floater concern. He interrupted before I could finish and said everything was fine and that my vision was good (which I knew). In the end, I was so upset and called and spoke to the manager (who seemed very understanding) when I got home. She said she could see this was supposed to be a medical visit and she removed the refraction, but said I had to call billing to get the appointment adjusted. I have since called the billing department 4 times (3/1, 3/9, 3/13, 3/20) trying to get in touch with the supervisor. Each time I was told she would call back, but hasn't. I was not provided an appointment with an opthalmologist that I requested, and was instead given an unnecessary standard vision exam with an optometrist that I did not request. I verbally expressed this 4 times throughout the exam with no resolution, and my concerns were never addressed.

  Business response

  04/26/2023

  The patients concerns were vocalized during their visit but either never addressed or were addressed inadequately.  Consequently, like the patient requested, we have removed the charges from this visit from their account.  Horizon has a long history of providing top notch, patient-centered eye care, by some of the most talented physicians and team members.

  Customer response

  04/26/2023

   
  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.  I appreciate Horizon reaching out in the end in order to resolve this issue.
  
  Thank you. 
  

• Initial Complaint

  10/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Back in about 2006 I filed a complaint with the BBB because this business started billing me for $10 several months after the office visit. I did this thinking the company was doing the same thing to many of it's customers. The BBB was very helpful and the company was apologetic and courteous.Based on the business response I returned for an office visit in 2016. Many years after my office visit the business once again started billing me for $10.So many years after insurance has already paid, it's impassible to follow up on a claim.It's a fraudulent business practice.

  Business response

  11/03/2022

  Patient listed in reference number was seen at our facility on 11/15/2016.   The patients ***************** did reimburse our company on 12/02/16 leaving the patient with a $10.00 copay. Unfortunately, in review of this it looks like the patient did not received the statement for $10.00 copay until 10/21/2017  (10 months later due to a system glitch), as we do utilize a third party company for submitting statements to our patients.

*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. ↩