Complaints

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

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Southwestern Eye Center has 19 locations, listed below.

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• 

  Southwestern Eye Center

  63 S Rockford Dr Ste 220 Tempe, AZ 85281-6226

• 

  Southwestern Eye Center

  110 S Idaho Rd Ste 160 Apache Jct, AZ 85119-2318

• 

  Southwestern Eye Center

  1055 S Stapley Dr Mesa, AZ 85204-5013

• 

  Southwestern Eye Center

  5251 W Campbell Ave Ste 102 Phoenix, AZ 85031-1718

• 

  Southwestern Eye Center

  371 W Central Ave Coolidge, AZ 85128-4706

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:02/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 booked an appointment with the Southwestern Eye Center in ********** by calling the phone number on their website in November 2024. I told the woman I wanted a basic eye exam. I scheduled my appointment and arrived on time. The office was overcrowded and a safety risk with the number of people in the waiting room, blocking the walkways. The staff refused to check anyone in and insisted you use the one tablet they had. After I was called, and a few tests done, I questioned why they were doing them. I was told "it's part of the **********************." I clarified "I booked a basic eye exam. I don't want these." They interrupted the tests and I had a quick visit with the eye doctor. Then I received a bill for $270 for a full **********************, which I didn't receive. When I called to question why my vision insurance wasn't billed, they claimed it was sent to medical because it was comprehensive. I told them I didn't want that and they didn't know what to do. Finally, I got an adjusted bill for $120.29, which is still higher than it should be given that I wasn't given the services I scheduled. I would like them to correct their administrative mistake and reduce the balance of my account to $0. I did not want a ********************** and did not get a complete one, so I shouldn't have to pay for one.

  Business Response

  Date: 02/27/2025

  Thank you for bringing this to our attention. Unfortunately, we are not able to write off charges as services were performed. After further review we have asked the provider to correct the coding on this exam which will allow us to properly bill to VSP and rescind our claim with the patients' medical insurance.  If there are any co-pays for routine vison through VSP, the patient will be billed for the co-pay. Please let me know if you have any further questions or concerns. 

  Thank you,

  *** *****

  Quality Support Specialist

  Customer Answer

  Date: 02/27/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** **********
  
   
  

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have found ************** Center to have underhanded patient practices and am very disappointed in my experience with them. Primarily, I was talked into buying a Premium Eye lens which turned out to be a Standard lens, confirmed by an Eye Associate of Santa Fe, N.M. Eye Doctor. As well, I learned that my ************* had covered the Standard Lens and I deserve to be refunded for the so called "Premium Lens" I bought on April 12th, 2024, In ********** , N.M. Additionally, the "Premium Lens" purchase, ultimately included SWE using some of the $450 signed for to pay for uncovered bills if any and overpayment of two after surgery office visits. My co-pay is only $35 each not $62.50. I deserve the office visits and Lens money back, as well, as proof of other surgery bills, because my EOB shows none, so I deserve that money too. That issue is under the No Surprises Act. To top it all off, Dr ******************** pinched my eye lid at the beginning of surgery, and when I asked "to blink my eye", he said " I was asking questions people don't ask "and made me sustain through the surgery. I am in my 7th week of eye irritation, having paid $200 in eye gel out of pocket and over $100 in Eye Doctor ****** at different ******** Facilities.Lastly, they deleted my emails, hid my receipts, said the left eye was operated on (it was the right eye), basically, eliminating the April 23rd surgery when I got injured by ************. This is corrupt!!To close, I am 75 years old and should be treated with respect and care. A major corporation like this, should not be playing underhanded games with our insurance and charging us for unfounded bills. You think you are untouchable because your good reviews are far beyond your bad ones, but always remember, every single negative review, is worth 1000 unsaid ones. I want my $450 back now. Being scammed by SWE is amoral. Stop undermining and using your Senior Clients and over billing for unfounded services. You are being an example of Fraud. Shame on You

• Initial Complaint

  Date:09/14/2023

  Type:Order 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 had cataract surgery at the ******* Office. I was given a quote of $2200, we agreed on it. This is due to my daughter working there. After the surgery, the bill was $6000. Apparently staff did not notice I was on ******** and had supplemental insurance when were quoted that amount. This is a lie. Because they charged ********, the amount we were quoted was no longer offered. I disputed this charge. I was asked to agree to settle for $3000, which I did. Next bill was over $5000, the office lied again. It seems convenient they discovered my insurance after the surgery. I had less expensive options available to me had I known they would not honor the original quote. If asked to produce paperwork, it will be hard to find much. I think the employee who gave me the first quote is ****. I also know an employee named *************************** is involved during the process to reach an agreement. Not one single person has reached out to personally speak to me. The Company has now claimed we have bad debt. My wife and I have been going to Southwestern for years. This has never happened before. The Administration of the ******* is solely to blame. I find it questionable that the mistake was found after the surgery. My file has my ******** information as I was treated for an eye injury last year. Call it lies or fraud, it is unethical.

  Business Response

  Date: 09/18/2023

  We are very sorry this patient is unhappy with his outstanding charges for the care he received. Unfortunately, what he is requesting is against ******** regulations. In a good faith effort to resolve this grievance that was made on his behalf by his daughter (a Southwestern Eye Center employee), we have made a monetary adjustment to his account. Our Employee Handbook clearly states that we are unable to provide discounted services to ******** beneficiaries. The Regional Director, who serves as the corporate contact for the region, has spoken directly with the employee and has explained why we are unable to provide discounted services. We are happy to have her reach out to ****************** directly. 

  Customer Answer

  Date: 09/22/2023

  This response is missing many facts.  The company has been aware I am on *********  On the day of my first surgery I was ushered into an office.  I believe that person is *************************.  She knew our daughter and the surgery was to be under ************************ Employee Discounts.  She had me sign all the papers, telling me she would get my cost, which was $1100.00 per eye for toric lenses.  I had my surgery assuming this amount was correct.  Only after both surgeries, did someone realize the mistake and I was billed $6000.00.  Medicare does not cover those lenses and no one in that office caught that fact before my surgeries.  I disputed this and began a grievance process.  On 8/23/2023 my daughter had a conversation with ********************* at the ****** *********** and we agreed to $3000.00.  This was a phone conversation.  She did not follow up with anything in writing.  On June 13 ********************* communicated with my daughter, that upon reviewing my chart, I signed a cost estimate that my portion would be $3459.58.  Never received a bill for either amount.  Instead I get one for over $5000.00.  While still working out a solution, part of that **** was sent to collections.  One or more employees made the mistake.  I trusted them when I signed the papers that they would honor my original quote, I trusted them when I was offered to settle for $3000.00. I never received a bill for $3459.58.  The people involved in this dishonesty and fraud are *************************, ********************* and *********************.  I am not going to pay for the mistake.    My answer is no to them.

• Initial Complaint

  Date:11/25/2022

  Type:Billing 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.

  On 10/5/22 I had an eye appointment with ************** at Southwestern Eye Center. I arrived for my 11:00 am appointment at approximately 10:40. I waited for over an hour to an hour and a half before I was seen by the technician. I was then told the doctor was busy and it would be another 15 minutes before I saw the doctor. I waited for another 30 minutes. It was now past 1:30 pm. I informed the receptionist that I was not going to wait any longer and to let the doctor know I was leaving. Since then I have received 2 statements charging $25.00 for a cancel fee. I did not cancel - the doctor did not timely appear for the appointment and I refuse to be charged for something that did not happen. They are threatening to turn me over for collection for something that was totally their fault and not mine.

  Business Response

  Date: 11/28/2022

  Good morning,

  The timeline of events could not be verified by the clinic and the cancellation charge has been adjusted in full. There is no patient balance due for this date of service.

  We apologize for the inconvenience this caused our patient.

  Thanks,

• Initial Complaint

  Date:10/07/2022

  Type:Billing 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.

  date of transaction: 8/1/22 for the amount of $455.53 account number ******. ******************** eye was contacted about this bill back in August of 2022 and informed that this amount was included and paid in full two weeks prior to date of service on 2/22/22 at 9:30 am with surgery counselor *************************** at surgical center barnet.*******.******* eye center in flagstaff. On 2/22/22 *************************** surgery counselor collected $6430.39 from Alpheon credit, along with $582.91 and $131.39 from clients personal *********** credit card. As well all surgical services were submitted to **************** *************************** stated directly on 2/22/22 that all service (the surgeon, anesthesia, lens, stents and pre and post care) were all paid in full and that we would not received any further bills other than from Alpheon credit for which we are paying. Surgery day was 3/1/22 for right eye and 3/15/22 for left eye. However now Southwestern Eye Center is trying to collect on the anesthesia for the above mention surgical days 3/1/22 and 3/15/22. I have reached out twice to Southwestern and informed them that those service were covered and paid in full on 2/22/22 when ***************************** told southerwestern billing department all that was paid that day and they said they would look into the matter, now on 10/7/22 I receive a call from a collections agency 3 months later informing to pay more money in the amount of $455.53 which per *************************** stated was covered by all fees received 2/22/22. The company never tried to resolve this and is trying to collect more money when all was already paid. I would greatly appreciate your assistance in resolving this matter. Thank you

  Business Response

  Date: 10/18/2022

  Thank you for bringing this to our attention. A thorough review of his account was performed and we determined that he has in fact paid his account in full.  As of today, he does not have any outstanding balances.  We are reviewing our current processes to see what additional controls can be implemented to prevent this from happening again. We strive to provide world class customer service in a timely manner.  We have reached out to the patient to update him on this matter, however we have only reached his voice mail. We left a voice mail with a direct call back number.  Please let us know if you have additional questions, concerns or comments.

• Initial Complaint

  Date:07/26/2022

  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 have been dealing with an issue for almost 12 months. The primary focus of my complaint involves being charged for a product I have not received. I saw an optometrist for an annual check up and to order contact lenses. During the process of ordering the contacts with the optical department, the lady typing my information in did not do so correctly (entering STREET instead of PLACE for the address of delivery). This caused the contacts to be delivered to another address I am not associated with which I confirmed with the *************** I reversed the payment for those contacts and notified an employee of the clinic on my situation. A few weeks later, I received a **** in the mail stating a payment of $100 was owed. I called the number for the department listed on the **** and explained my situation. The representative said that she would handle it. I incorrectly assumed that would be the end of the matter but I received another call from another representative a few weeks later. After again explaining, she said that I would need to speak with the Optical Manager. After doing so, I was told I need to speak with a Regional Manager. After attempting to do that, I am unable to get a response from ***************************. Originally, she did respond via email saying she would order more contacts for me and would notify me when they are ready for pick up. I again explained I do not need the contacts any longer and I would like the payment of $100 to be removed. I have had no further communication after sending a follow up email or phone calls. I have received another letter stating the $100 charge is now in collections. I would prefer this matter be handled privately but I am running out of options for how to resolved this 10 month issue and have no further guidance on who I am required to speak with next.

  Business Response

  Date: 07/29/2022

  Complaint was reviewed. Adjustment has been made to the account for ******.  There will not be a ****** balance on his account for these lens.

  Customer Answer

  Date: 07/29/2022

  I have no verification for the business response. I have an email saying the same as described but I have another email from a representative asking if I would like a refund, myself confirming, and no further response or confirmation.

  Business Response

  Date: 08/15/2022

  The resolution of ***************************** concern is addressed as follows: 

  I reviewed **************************** account and confirmed the issue of the ****** patient originally paid.  Pt did not receive the lens.

  The account was removed from the *** agency today. The transaction may take 5-7 business days.  

  I spoke to our VP of Revenue Cycle regarding the issue.  The account will be adjusted and the ****** will not be shown

  as owed by the patient.  This is adjusted to a zero balance as a courtesy adjustment.

  If the patient receives a statement from the agency ***, it is because of timing. Patient can contact me directly.

  ************ should he have questions.

  It is understandable the frustration ************** feels. I apologize this account has taken so long to correct as this has

  been touched by multiple people and not resolved until today.

  Regards,

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

  Director of ***************** Clearance

  ************************. 

   

• Initial Complaint

  Date:07/19/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 had a routine eye exam at Southwestern Eye Center in ***********, ** on 6/29/21. Beginning on 7/29/21, I began to receive bills from Southwestern Eye Center for $272.00 for this exam; however, according to the Explanation of Benefits I received from my insurance company *************** Advantage) dated 8/11/21, this **** was paid by my insurance company, at the contracted rate. The payment was directly deposited to Eye Med who, at the time, Southwestern Eye Center was contracted with. Since August, 2021, I and a representative from Aetna have repeatedly called Southwestern Eye Center to resolve this situation. Aetna has repeatedly faxed Southwestern Eye Center copies of the Explanation of Benefits. I mailed them copies on October 11, 2021; I sent the cover letter and copies of the Explanation of Benefits certified, return receipt requested. I did get the return receipt back signed by what looks like the last name of "********." After receiving another **** dated 10/29/21, Aetna and I spoke with another representative from Southwestern who said he would turn the matter over to the insurance department so I did not get anymore bills. I did not receive anymore bills from Southwestern Eye Center until 3/8/22. In February, 2022, I received a voice mail from Southwestern Eye Center saying they were no longer contracted with Eye Med, so they were cancelling my eye exam scheduled for 6/29/22. In March, 2022, I began receiving bills again. Again, a representative from Aetna and I have contacted Southwestern Eye Center trying to resolve this situation. It's not working - I just received a **** dated 7/1/22 threatening "further collection activity." Aetna keeps assuring me I do not owe anything to Southwestern and that they were paid, through Eye Med, at the contracted rate.

  Business Response

  Date: 07/29/2022

  This account is being addressed. We will contact the patient by Monday August 1, 2022 with appropriate resolution

  Customer Answer

  Date: 07/30/2022

  
  Better Business Bureau:
  
  I have heard from ******************************* of American Vision, representing Southwestern Eye Center, via voice mail and email on 7/29/22, and they have adjusted my **** down to "zero" so I don't owe anything to Southwestern Eye Center.  She said she will contact the BBB the week of August 1st to close this issue out as fully resolved.  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************