ComplaintsforSilkiss Eye Surgery

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an apt with Dr. ********************** on September 20th to check out ptosis surgery on my left eyelid. I drove out to the office the morning of my appointment and when I walked in, they noted I had a co-pay. There is no document that notes I would have a copay. Nor did they notify me of the copay over the phone. I told the front desk this right away, and told Doctor ********************** prior to me leaving. The co-pay was for $180.00. Since I was already there and had parking I decided to pay the copay. The doctor recommended I get an eye drop for the ptosis vs. surgery. She said that the eyedrops were new and were expensive and typically only provided by speciality doctors and ****** would cover it. She tested it and it worked for my issue. I paid for the product, it was $150.00 for a monthly supply, but they didn't have any of it inhouse at that location so they noted that they would ship it for $10.00. The same day, because ****** has been great to me, I asked my primary doctor if they prescribe it. It had to go to the oncology department, but the next day I had a prescription. My insurance would cover it and my co-pay was $35 dollars (same monthly supply). I called **********************, left a message, and didn't receive a call back. I tried again today and it went to voicemail. I left a message, no response, and emailed. I got a rude email back noting that I knew about the co-pay, which I didn't, and that they didn't take ****** insurance, which I knew already. The other shady thing to note is that the product from ********************** arrived and it was in a gift bag, not a prescription box, just a gift bag, making me think that they are just selling samples to make money and not asking for insurance to pay for it. The product is Upneeq.

  Business response

  10/19/2023

  10/18/2023
  
  ID ********
  This patient was evaluated one time in our office and presents a series of concerns that are unfounded and inappropriate. Telephone,in person and email interactions in advance, during and after the visit are well documented and addressed each of the questions in a professional manner.Despite this, the patient submitted an unfounded critical complaint to the BBB>
  Each of her complaints are addressed below:
  Patient reports that she was informed that she had a copay. In fact, the patient was informed at the time of scheduling that a $175 consultation fee would be charged and collected at the time of the visit. The consultation fee was the charge for the cosmetic consultation. This is not a covered expense by any insurance company. We are not ****** providers. The patient has ****** insurance.
  The patient signed forms agreeing to financial responsibility for the visit. If the patient did not wish to pay for the visit, she  could have cancelled the visit either before coming to the office or even at the time of the visit.
  The patient was evaluated, and an eye drop (Upneeq)  was recommended. This drop is sold only in doctors offices. We do carry this cosmetic drop and sell this both to our patients as well as other clients nationally.
  We shipped the cosmeceutical to the patient. We distribute the cosmeceutical drop in an organza gift bag when it is shipped as a courtesy to the patient. Most patients enjoy the recyclable gift bag. The organza gift pouch also cuts down on mailing costs and waste.
  This drop is not sold at ******. I have attached an email from RVL, the distributor of the drop verifying this fact. This drop is not covered by any insurance.
  We do not sell samples. This accusation is unsubstantiated and simply wrong.
  We have email documentation of every interaction which was polite, factual and informative.
  
  This explains our perspective The patient is not due a billing adjustment. She admits that she was responsible for the charge. She bought the product and received the product. The product is not available through ******.  She was not misled or coerced at any time. Her visit and purchase were made fully informed of the fees involved. A professional consultation and the product were delivered to a high standard. Our fees and policies are ethical, transparent and consistent.
  
  Sincerely,
  ************** Silkiss

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