Complaints

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

close

Find a Location

Barnet Dulaney Perkins Eye Center has 27 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Barnet Dulaney Perkins Eye Center

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

• 

  Barnet Dulaney Perkins Eye Center

  14239 W Bell Rd Ste 216 Surprise, AZ 85374-2482

• 

  Barnet Dulaney Perkins Eye Center

  698 E Wetmore Rd STE 100 Tucson, AZ 85705-1752

• 

  Barnet Dulaney Perkins Eye Center

  1151 S La Canada Dr Ste 200 Green Valley, AZ 85614-1943

• 

  Barnet Dulaney Perkins Eye Center

  40 Capri Blvd Lake Havasu City, AZ 86403-5661

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:

  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.

  unable to secure a check-in time for second cataract surgery scheduled for 02/27/25.I have made numerous phone calls and personal onsite visit .Advanced contact?

  Business Response

  Date: 02/26/2025

  Hello. The patient was notified of her time via a telephone call on 02/26/25 @ 833AM. It is our process to notify the patients of their arrival times no sooner than 2 days prior to their scheduled procedure as this prevents multiple calls back

  and forth as we set the final schedule and allow for any cancellations and rescheduled surgery times. 

  Thank you!

  *** Orona 

  Quality Support Specialist

• Initial Complaint

  Date:07/01/2024

  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 was referred from my physician to go for an eye exam I had Ahcccs mercy care coverage at the time. Then I started receiving bills and bills I didnt think anything of it and pay I am still receiving bills and I called mercy care to see why they hadnt paid for my visit and I was told that Barnet Dulaney Perkins eye center never billed them and instead billed me I called the payment and got reply please I just want a refund as I had coverage at the time of my visit. I think I was taken advantage cause am older senior. Please help

  Business Response

  Date: 07/12/2024

  We apologize for the inconvenience this billing issue has caused ****************.  Please see below for the timeline of events and resolution to this grievance.

  *The claim was submitted to AHCCCS ************ on 11/09/2022 - the claim denied indicating the primary EOB was required to process the claim.
  *The patients insurance file had AHCCCS as primary and Cigna OAP listed as a secondary
  *An eligibility check confirmed that the patient only had AHCCCS at the time of service and that the patient would have to complete a coordination of benefits in order for AHCCCS to process the claim as the primary and only active insurer
  *We have nothing on file to indicate someone relayed this information to the patient and she began making payments as early as Oct 2023
  *The Patient ** Team received a call on 6/06/2024 from the patient inquiring about her refund; assuming the patient did not have a valid insurance at the time of service, the ** Specialist advised her that she should have received some type of uninsured discount (50%) for this date of service.
  *However, given that the patient had an active insurance and we (RCM) didnt do our due diligence to resolve the denial on the claim, even though the patient was required to complete the **** the encounter should be adjusted as past timely filing by the Insurance ** Team.
  *The patient should receive a full refund for this date of service.

  **************** will be receiving a full refund for any payments made for this date of service.  Please note that the refund will be coming in multiple checks.

   

• Initial Complaint

  Date:06/19/2024

  Type:Billing 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.

  Charged for an eye dilation that I did not want but they insisted was covered by my insurance and that I could not get my glasses if I did not get the dilation. I have talked to *** at the ******* Tucson Location several times and she said the bill would be removed from my account..Today I get a letter from a bill collector.

  Business Response

  Date: 06/26/2024

  We apologize for any inconvenience this may have caused ****************.  The test being referred to is a refraction test which determines the eyeglass prescription.  **************** had an eye exam with a medical diagnosis which was billed to her medical insurance.  That particular plan does not cover the refraction testing therefore this resulted in the bill the patient received.  Our staff believed at the time of service that the patient's plan did cover this testing, so they did not explain to the patient that normally a patient has to return for this test on another day in order for it to be billed to any vision insurance they may have.  We have adjusted the $52 balance on the patient account as a good faith effort to resolve this grievance.  Thank you

  Customer Answer

  Date: 07/01/2024

  
  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:06/12/2024

  Type:Billing 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.

  Mailed a check of full balance on 5/15/2024 for the amount of ****** and it shows cleared on 06/04/2024. I received a ***** day late notice and called the ************************* The representative said it can take over a month to post and to call back in the summer? This doesn't seem reasonable to me for a check to be posted and my credit be effected by their ineffectiveness to post a check. Account # ******

  Business Response

  Date: 06/13/2024

  We apologize for the inconvenience to you and any frustration this might have caused to you.  The late notice is triggered automatically by the system and had gone out prior to your check being posted.  I personally checked your account a few minutes ago and found that you have a $0.00 balance on your account.  

  Thank you

  Customer Answer

  Date: 06/13/2024

  
  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:05/16/2024

  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 CONTACTED THIS COMPANY APPROX. 15 TIMES TO BILL MY SECONDARY INSURANCE, BUT THEY HAVE REFUSED TO DO SO. MY EYE SURGERY WAS CONDUCTED on 4/23/2023, AND SINCE THEN THEY TOLD ME THEY HAVE SEND THE BILLING, BUT MY SECONDARY INSURANCE, HAS NEVER RECEIVED ANY PAPERWORK OR BILLING FROM THEM. PERIOD....THEY DO NOT HAVE A CUSTOMER PHONE NUMBER TO CALL. I AM AT MY WITS END. SO IM WRITING YOU.

  Business Response

  Date: 05/23/2024

  We are very sorry for the frustration ************ has encountered with Barnet Dulaney Perkins Eye Center.  The billing department has reached out and had spoken with her husband on 5.16.24 in hopes to resolve the grievance and touch base regarding the billing issues.

• Initial Complaint

  Date:03/01/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 ex took my son to eye doctor in Oct. 23 Globe. He paid 85 for exam which was part on contact exam. They billed my insurance company and my insurance paid them the 85 for exam and contact fitting. I paid for contacts at ****** and glasses. My son's contacts were 285 and glasses 263. I can only receive 1 prescription per year, and my insurance doesn't cover much. I sent the receipt in *** claim for the contacts and should have been entitled to 150 for contacts from my insurance company. Well ******* and ******* screwed me and got 85 that was my credit towards contacts. I got 65 from my insurance. I called the globe office and they said they would contact billing and send me a check, this was in December of 2023. I called weekly in January of 2024 the in February. I was told that check inn the mail and would get my Feb 16th. Task was put in computer and refund coming took my address and i holf the insurance. We'll they sent the refund to my ex card. I have now called 4 times last week and again this week, always supervisor supposed to call... joke! Last week I talked to them discovery that they screwed me in September of 2022. They charged me billed my insurance and they kept it. Never put credit on my son account. No credit on my card or check for that. So I tell them I want that back too, now they gong to send check. But PER policy they send it back to the card.. well what happened then ??? Why wasn't it out on card? Now back to the service trying to get reimbursed for the other.. supposedly they run a report and work on credits at beginning of year and if I would have called they would have sent back to me. What a lie. I called and called. They never knew a refund was supposed be issued until I called. ***** and ******* huge liars... can't keep stories straight. My ex doesn't pay insurance or support and they refunded him. Well I do HR and benefits, I know policy! I take this as a challenge for every person you all s**** out of billing customers and insurance.??

  Business Response

  Date: 03/01/2024

  We are sorry ****************** feels dissatisfied with her experience with ***************************** Perkins Eye Center. Her concerns were shared with the Billing Manager and someone will be reaching out to her as soon as possible to confirm the mailing address and to address any other concerns she may have.

  Customer Answer

  Date: 03/02/2024

  The billing department never called and each time I have requested to speak to a supervisor or leave message to call me back it doesn't happen. Thier billing office is completely unprofessional. They do not support the offices where patients are seen and speak ill of the office staff. I am surprised Barnett and Dulaney is still in business with this type of service. The more I review the business the more I see complaints of unprofessional and poor billing practices. 

• Initial Complaint

  Date:02/21/2024

  Type:Billing 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.

  On 9/25/2023 I went to BarnettDelanyPerkins eye center at ******** and ************* for and examination for new computer glasses. During that exam the doctor noticed high eye pressure and ran further tests then referred me to my Glacoma specialist at the **************** The bill for the eye exam including the refraction should have been billed to the eye/glasses coverage of my ****************** Advantage plan and all medical to the medical portion of that same insurance. BDP improperly billed the refraction to my medical and UHC Advantage refused payment as it was billed to the wrong plan. BDP has maintained that it was billed properly because a medical condition was found and all charges would then be billed medical. *** says otherwise and maintains that BDP incorrectly billed this charge. THIS LEAVES ME WITH THE CHARGE as BDP refuses to bill this properly and in-fact ****** told me in a phone call "this is coded correctly" and there is nothing we can do about it. I have tried called the person responsible for billing at the 51st ********** (*****) and to date no one has returned my call. This charge is billed incorrectly and I am finding that no one at BDP will assist in getting this corrected. On top of that the people in billing at the *************** are condescending and rude.

  Business Response

  Date: 02/23/2024

  We are very sorry ****************** feels dissatisfied with his experience at Barnet ******* Perkins Eye Center Glendale Bell location.  The Billing Manager has been notified regarding the customer service complaints and appropriate coaching is being provided. 
  
  In investigating this complaint, we have found that ****************** came to the clinic on 9/25/23 for an exam for glasses.  During the exam, the provider found medical issues which were appropriately billed under his medical insurance.  However, he also had a completed refraction test and was given a new glasses prescription, which left him with a $52.00 charge that was not covered by his medical plan. While we understand ****************** also has vision insurance that covers the refraction,unfortunately insurance companies do not allow us to bill a medical exam and a routine vision exam on the same day.
  
  Ideally, our staff would have advised ****************** of this and asked him to return on another day for the vision portion of the exam (or vice-versa). Training will be provided to the staff and providers to carefully review the chief complaints and if a medical issue is found, discuss options with the patient before proceeding.
  
  As a good faith effort to resolve this grievance, we would like to refund the $52.00 refraction charge to ***************** and apologize again for the inconvenience he experienced. 

  Customer Answer

  Date: 02/23/2024

  
  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:02/09/2024

  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.

  I arrived on time for my appointment, which was a consultation and their Computer system was down. They couldnt take phone calls or anything at the front desk. I waited in the lobby for well over an hour they shuffled me into a room and I waited another half hour, and finally decided I was going to leave and then they said the doctor would be right there, I spent an hour and a half of my day waiting and the staff was very rude only to leave there with no information at all. I had to call back two times no one could give me any information. Finally someone called me back a month later and I had already moved on and then I received a bill in the mail for $410 , I was never informed that there was a consultation fee at any time and I never wouldve even gone to the appointment if I was informed when I arrived contacted the office about the bill and they were so rude and said I should expect that I had to pay!! , I would expect that they would inform you before you even arrived, and again at the desk that they would take the payment upfront.. before seeing the doctor .and they didnt. They didn take any information or give me any information on the way out the door the person that handles their complaints was extremely unprofessional even when I told her I didnt have any income and was unemployed. She made a joke out of it. They wouldnt reduce the bill or take responsibility for the fact that their system was down for well over a week or more And they didnt tell me upfront. This feels like a bait and switch or that I was tricked. Ive never been to an office that was so unorganized and unprofessional in my life. They shouldve written this off and they still wanted to bill it to Insurance, knowing that they had their share of problems in their office that day, and thats no ones fault, but their own , I spent an hour and a half of my day waiting to be seen to be charged $410 and treated so rude Rude .

  Business Response

  Date: 02/15/2024

  We are very sorry Ms. ********* was unsatisfied with the care she received at Barnet Dulaney Perkins Eye Center and that she feels our staff was rude to her. We strive to provide excellent customer service to all of our patients and appreciate the feedback as it is an opportunity for us to train our staff and improve. Unfortunately, we were experiencing an unexpected company-wide system outage at that time and it was a very stressful time for our staff. Staff can generally advise patients of an estimate of the amount due when they have access to the proper systems and typically collect known due amounts up front. However, due to the system outage, we were unable to collect from patients as there was no way to enter the payments into the system. We do apologize for that inconvenience. Unfortunately, it was out of our control and not ideal for staff or patients.
  
  Ms. ********* spoke with the Clinic Manager for the North ********** location on 2/6/2024 who explained to her that, like most medical offices, we do not provide free services. We would not have indicated in any way that would be the case. The manager reviewed the medical record and was able to reduce the charges from a medical consultation code to a cosmetic code because the provider recommended a cosmetic surgery. She removed $310.00 in charges from the account leaving a balance of $100.00 for the consult. We feel this is a fair resolution to this complaint, but understand Ms. ********* does not agree as she went on to file this complaint. While we are sorry she is dissatisfied with her experience, she received services and we have made a good faith effort to resolve this grievance. 

• Initial Complaint

  Date:11/21/2023

  Type:Billing 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.

  On October 12, 2023 I had signed up for a routine eye exam for a $10 copay through my ****** vision insurance. The business confirmed on the day of the appointment when I arrived that I had a routine eye exam and that they would *************** and charge me a $10 copay. I proceeded with the appointment as expected and in good faith believed that they would execute the insurance claim exactly as was discussed prior to the appointment, using my **************** for a $10 copay. At the appointment they demanded that they also get my medical insurance card too, which I reluctantly handed over, but they promised it would just be to keep on file in my records and not for billing purposes. I handed that card over and made it very clear verbally at the appointment that they must not use that medical insurance but only the **************** as it was a routine eye exam appointment that's covered through ****** for a $10 copay. A few weeks later, I received a bill for $215.99, which did not at all represent the amount of $10 copay nor did they even bill ****** but instead billed my medical insurance company, which I never authorized nor did they even tell me they might do that. I called the eye center and was told that they had signed me up for a medical diagnosis appointment and not the routine eye exam appointment that I came in for and that they told me I had while I was in their office on October 12. Thus, they changed the type of appointment I had from a routine eye exam to a medical diagnosis appointment without telling me and without my authorization, and in fact they even confirmed during the visit in person that it was a routine eye exam appointment for the $10 ****** copay fee. The reason they made that change without my approval or even knowledge is so they could charge more money through my medical insurance company as well as through me personally. As such, this company is scamming and deceiving me in an unacceptable way for money.

  Business Response

  Date: 12/05/2023

   We have investigated his allegations and below are our findings and resolution. As ******************** indicated in his complaint, he visited our *************** on 10/12/2023 to see ****************************************** for an eye exam. He presented with complaints of blurry vision and requested we provide a new glasses prescription. During the check-in process, the staff entered insurance information for both Avesis (vision) and BCBS (medical). We interviewed the staff who assisted ******************** on the day of his appointment and they do not recall any specifics or unusual occurrences during the check-in or check-out process. It is standard practice for our staff to explain the difference between using medical and vision insurance to our patients, but not to demand patients provide information. We are sorry if that is how it was perceived and this feedback has been shared with the Clinic Manager and staff.  During the exam, Dr. ******* findings indicated 3 medical diagnoses and 1 vision diagnosis. Based on this information, BCBS was billed for the exam and the payable amounts were applied to Mr. ********* deductible leaving him with a balance of  $215.99.   Since **************** does not participate with ***************** Barnet Dulaney Perkins did not submit a claim to that insurance for the vision exam, and did not charge ******************** for the vision exam. In conclusion, we believe an error was made when ******************** was scheduled with a provider (****************), who does not participate with Mr. ********* vision insurance.  Since ******************** has indicated that he  wished to utilize his vision insurance rather than his medical insurance, whether or not this was made clear to our staff at the time, we believe the best resolution in this case is to adjust off all charges including the medical testing for a total of $567.00. We will rescind the claim from BCBS. We hope this is a satisfactory resolution to this complaint and apologize for any inconvenience. 
  

  Customer Answer

  Date: 12/05/2023

  Their response is a complete lie and fabrication. 100% untruthful. When I scheduled the appointment they guaranteed me that they take ***************** They also guaranteed me that when I checked in and multiple times during the visit that they takes Avesis as I asked to double check. I also confirmed with Avesis on the phone that this provider takes Avesis. Also Avesis has listed this provider on its website as taking the ***************** They even offered me lower cost on new glasses through my **************** if I decided to buy new glasses from his provider. The provider never discussed that they would charge my medical insurance company. That's a complete lie they now stated. Additionally, I was extremely specific that I only wanted to use Avesis for what is covered under the Avesis plan for a routine eye exam and nothing else, including no diagnostics or anything but only what Avesis covered. They fully agreed and said they would comply. In fact they were very clear that they would not charge my medical insurance when I told them to only do Avesis. They stated that my medical insurance was only for the records but not to be billed because I was covered by Avesis. If they at any point in time would've told me that they did not take Avesis but that they would use my medical insurance company, I would not have done this appointment with this provider. I would've gone to somebody else. This business is a scam and is abusing insurance and customers. As such I should absolutely not be liable to pay as a victim of an organized scam.

  Business Response

  Date: 12/06/2023

  We are very sorry ******************** is unhappy with our resolution to adjust off all charges and rescind the medical insurance claim, leaving him with a zero balance. Barnet Dulaney Perkins Eye Center strives very hard to provide excellent customer service for all of our patients and it is unfortunate that is not what ******************** experienced. We believe that removing all charges is a fair resolution for this complaint and there isn't anything further we can do at this time. We have provided training reminders to our staff as well.

  Customer Answer

  Date: 12/19/2023

  
  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:11/07/2023

  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.

  I went to utilize my eye insurance was never told I had a problem in fact to the contrary. Then months latter after never getting a bill was called by collections. I called was told I had to use my medical insurance and had a deductible as I had a medical diagnosis. We also found out my address was wrong and was told the bill would be adjusted. They, *********************, called me telling me the above again without apologizing that I would have to pay to full amount. I told her NO and I would be repotting them. This is unethical immoral and against good medical practice.

  Business Response

  Date: 11/09/2023

  We are very sorry ******************** does not agree with her charges. We investigated her allegations and found that her medical insurance was presented to our staff on the day of her visit and there were medical findings during the exam. After insurance paid their portion, ******************** was left with a balance of $108.93. ***** were sent to her, but we later found the address we had on file was incorrect. We do not have any record of staff advising ******************** her balance would be adjusted.  During a recent phone call with *****, it was discovered ******************** has vision insurance but we are not contracted with the carrier.
  
  While our conclusion is that ******************** is ultimately responsible for out of pocket amount, we will adjust off her balance as a good faith effort to resolve this grievance. Her account will also be pulled from collections.