ComplaintsforNortheast Ohio Eye Surgeons, Inc.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/26/23 I had a routine vision check performed at NEO Eye Surgeons. The doctor was great and there ended up a mistake on the billing, whereby, as I was checking out they asked for a co-pay to bill my ****************** I stood my ground and said there must be a mistake, since it was a routine visit to be billed to my Vision insurance. After a short conversation with the Doctor assistant and the office manager, I was assured the billing code would be corrected as a basic vision visit. A month later I got a bill for an even larger amount than requested the day of service, and found it was still billed to my ****************** I called the 3rd party billing company that day, and they told me they would contact the office about it. Now nearly 90 days later, I am still getting that same bill. I called the billing department again, with no resolution. I want this transaction billed appropriately as a routine vision check claim and not a medical claim. I've decided to post on the BBB because getting through their billing process has proved a waste of time and I am not spending any more of my time on their mistake.

  

  Business response

  08/22/2023

  Since this message, the patient was able to reach our ******************************* and spoke with ******. ****** saw that his chart note reflected vision and she built the vision claim in AllScripts and proceeded to bill ****** while the patient was on the phone and notified him that he would only have the $10 copay. The staff that initially took the patient's call in June has been advised and trained on the error made and apologized profusely for this occurring.
  
  The claim that was sent to the patient's medical insurance will be retracted by the ************************ AR Team. The patient will most likely receive an EOB from his medical insurance showing the claim being retracted as well as an EOB from ****** reflecting the claim processing.

  We apologize for the issue and have notes if he returns that he prefers to use his vision plan for his routine eye exams. Thank you.

  Customer response

  08/30/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had cataract surgery and was on a payment plan that they bill through a third party. The bill is paid up which I have verified with the office in ****** which is where my eye dr. is but they continue to bill my credit card. I contacted them in March, April, May (i just got my credit card statement and they billed me in June as well) and they said there was a glitch in the system and they would get it corrected. I had to have my credit card dispute the charge and credit me for March and April. The May and June charges have not been credited yet I had additional laser surgery which is still going through insurance (and I did verify that those charges are not the reason for the continued credit card charges)My account number with them is ********

  

  Business response

  07/16/2023

  There was an issue with Instamed (our payment portal) for this patient's account where Instamed was not reflecting her payments, partially due to the patient paying ***** as well as setting up the Instamed autopay.  Due to duplicate payments and Instamed issue, the automatic payments were still being processed after her Allscripts (practice management system) balances had been paid in full.  We had to submit a case with Instamed to get this resolved as we were unable to correct it manually.  It is currently resolved and the patient is now correctly reflecting a zero balance in Instamed. The other caveat with this patient is that these funds collected in Instamed will not allow us to refund them directly back to her credit card as we normally would, so we had to submit a request to Accounts Payable for a check to be cut and sent to her.  We have expedited this request and anticipate a check to be sent out next week. It was a terrible storrm of technology issues and we greatly apologize for the trouble it has caused.

• Initial Complaint

  12/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ME AND MY WIFE FILL OUT THE PROPER PAPERWORK IN NOV OF 2022 TO GET MY WIFE MEDICAL RECORDS AND THE *** DOCTOR STILL REFUSE TO GIVE MY WIFE HER MEDICAL RECORDS AFTER ONE MONTH OF FILLING THE PAPERWORK OUT.

  

  Business response

  12/16/2022

  Spoke with patient's husband on the phone this evening (12/16/22) and will have all patient records sent to their eye doctor in ******* and another copy to the patient's home. Patient's husband was agreeable to the plan. Discussed customer service issues he experienced at the front desk and will address with the new front ********* on Monday. Will follow-up with better staff training and follow through on requests. 

• Initial Complaint

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 1/3/2022 I had an appointment for an annual eye exam. I was charged $60 for the visit. My insurance Aetna paid for the visit. On 1/31/2022 i called the accounting **** ************ and asked to be reimbursed for the $60 and was told to wait 30 days to be reimbursed. On 3/23/2022 I called and spoke with **** at 11:50 a.m. and asked to wait another 30 days to be reimbursed. On 6/13/2022 I called and spoke to ***** at 8:36 a.m. she informed me a check #****** had been issued 4/1/2022, I let ***** know I never received it. ***** gave me **** extension(2909) leave a message for **** on ***** of check, (**** was on vacation). On 7/1/2022 11:15 a.m. I left a 2nd voice message for **** requesting status of the check. On 7/8/2022 I spoke with ***** again, **** was still on vacation. On 7/13/2022 I left another message for **** asking for a call back within 1 week on check refund. On 7/28/2022 at 10:15 a.m. spoke with *************** who was to talk to her supervisor and call me back that day. On 8/5/2022 11:00 a.m. I contacted *************** and spoke with *******, he emailed Northeast Ohio Eye Surgeons on refund and told me to call Aetna that evening, I did and spoke with ***** and there was no response to the email. ***** had me talk to the provider **** Jaylee she tried to call but Northeast **** Surgeons were closed and asked me to call Aetna on Monday. I called Aetna on 8/8/2022 and spoke with ***** 8:08 a.m. ***** called and left voice message with Northeast Ohio Eye Surgeons on my request for refund and asked Northeast Ohio Eye Surgeons to call me. 8/8/202 8:48 p.m. I have still not heard back from Northeast Ohio Eye Surgeons. I am requesting the assistance of BBB of ***** to get my $60 refunded.

  

  Business response

  08/10/2022

  We are truly sorry for the multiple inconveniences stated above. As the patient mentioned, the check was issued on 3/29/2022 for $60. It does not show its been cashed. It was mailed to below:
  ************************ E
  467 *************
  *******, ** 44266
  **

  We have since reissued the $60 check via ***** this time. She should be receiving it this week! Again, apologies on so much confusion and the slow refund. 

  Customer response

  08/11/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I received a check from them delivered by ***** on 8/10/22. I also received a phone call from the Director of Northeast Ohio Eye Surgeons to apoligize for not recieving the refund sooner.  Thank you for helping me with this.

*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. ↩