Complaints

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

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Colorado Eye Institute has 7 locations, listed below.

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  Colorado Eye Institute

  9320 Grand Cordera Pkwy Suite 255 Colorado Springs, CO 80924-7003

• 

  Colorado Eye Institute

  8580 Scarborough Dr #125 Colorado Springs, CO 80920-7584

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  Colorado Eye Institute

  560 Crystola St Calhan, CO 80808

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  Colorado Eye Institute

  111 6th St Hugo, CO 80821

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  Colorado Eye Institute

  2141 Academy Cir Colorado Springs, CO 80909

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:05/24/2024

  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.

  Made an appointment to get a new pair of glasses because I scratched my last pair. When I arrived they told me the total cost for the visit was $160, which I paid. Then they told me that they could not make or repair glasses. They wanted me to schedule a 2nd appointment for more tests. When I asked how I was supposed to get new glasses they told me to go to one of the large chains in the area. About two weeks later they sent me an invoice for additional money. When I called to tell them I paid in full at the appointment they told me the receptionist made a mistake and they didnt charge me for all of the tests. I asked for a detailed bill that included all charges. The charges totaled $547.01 for the visit. I do not have eye insurance so they reduced the amount to $230. When I asked for the resukts of my tests so that I wouldnt need to pay for a 2nd eye test they told me there was an additional charge for that. In decades of wearing glasses i have never heard of an optometrist who didnt make or repair glasses. They should have told me that when i made the appointment and told them i needed new glasses. I have never paid more than $150 for an eye exam including extra testing so even with their discount their prices were outrageous. With a second appointment the total cost could have easily been over $1,000 and i would have to pay a second time for an eye test at another company to get a pair of glasses. This company is serving a low income area so their pricing and business practices are egregious. I paid $150 for a full eye exam at another company and that was sufficient to get me a new eyeglass subscription and to order a new pair. Note that at that price it included everything except the cost of the glasses. The equipment used by Eye Institute of Colorado looked very old so I dont understand how they can justify their outrageous prices. When I called to complain the only response I received was that they only worked there and couldnt help me.

  Business Response

  Date: 06/06/2024

  I have spoken to ******************** on the phone and after listening to his concerns, offered our sincerest apologies. As I cannot discuss certain details, we received a referral to see ******************** from a doctor for a reason that did not include needing an updated prescription or glasses repaired. This is what initiated the confusion between us and the patient. Due to us being located in Colorado Springs and ********** being a satellite location that we travel hours to and from, we lease a space there and therefore, do not have an optical center. This is why we could not repair or make him a pair of glasses and recommend patients to places we feel can do so at a fair price. In regards to the price, when a patient is self-pay, we quote them the starting price of an exam. Unfortunately, our patient coordinator at the time was new and based on what the patient shared with me, did not explain to them that based on what our doctor finds, additional tests can be conducted and add to this base price. Typically, the patient coordinator lets the doctor know prior to the patient going back so the doctor can keep this in mind and discuss these tests with them. Then at the end of the visit, we finalize the visit right away so the patient will know exactly what the charges are before leaving. We have addressed our staff about this incident and will utilize it as a training moment. Our billing team did speak with the patient and explained their charges, providing a detailed receipt and as they mentioned, a discount. However, I would like to mention that they probably are correct in that they have never paid this much for an eye exam as these typically happen with an optometrist. He was referred to a medical doctor for a medical exam. In regards to the equipment looking old to them, we have adequate and functional equipment that is not outdated. I wonder if eye testing machines can just look this way to someone.

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21758963
  
  I am rejecting this response because:
  

  Although the person I spoke to was sympathetic and said the right things I dont trust the sincerity of their response. They did apologize and offer explanations and they did send me the test results without additional charges. However they avoided the main issues being that their charges were over three times the going rate for these services in this area and that they gave no option for getting glasses made or repaired other than to go to a different company. They dont share the test results with the companies they suggest or treat it as a referral so you have to pay additional money to have tests done a 2nd time.

  Even with their discount for self pay the costs were far more than other companies and if you count the extra cost for having tests redone so that I could get new glasses made I paid about three times as much as I should have. Why use a company that charges far more than its competitors and cant provide basic services. 

  Given the number of people that live in my area I expect to pay more for medical services since the costs have to be spread across fewer people but this company's costs I consider excessive. 

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/10/2024

  Hello,

  I am the person who spoke to the patient and was sympathetic which was sincere despite their response. I did apologize, offer explanations, and promptly sent them their test results free of charge. I feel as though we did discuss the main issues and although this may not lead to a resolution, I cannot help what the patient was charged. Our prices are determined based on a number of factors and our intention is not to be unfair based on other prices in the area of **********. As I explained in my initial response, we currently cannot have optical at our satellite locations and therefore recommend patients to other places for glasses. We cannot share the test results with these places without the patient's written consent. I sincerely apologize if the patient feels our self-pay prices are excessive which is why I did everything in my power to do what I could. I really appreciate it.

  If you need anything else, please don't hesitate to let me know.

  Thank you!

• Initial Complaint

  Date:08/12/2022

  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.

  A week before my eye appointment I was left a message to reschedule. When I called back I was told I had to break up my appointment into two different dates. I asked why and was told so that the office would flow better. I then asked if I was going to have to pay two copays to which I was told No. I intimidated that if I was going to be charged twice that I didn't want the appointment. I was reassured that there would be only one copay. I went in on 4/26/22 and did the 15 minute perifial vision test and returned on 5/10/22 to see the doctor for the results and other tests. I paid my $35 copay and nothing was said about owing for the previous test as I was assured there would be no charge. Until I got a bill on 6/7/22 for the 15 minute test on 4/26/22. I called the billing department that same day and explained to a lady my displeasure about being charged. I explained my conversation from above and she said it was above her to resolve and that she had to talk to a higher up and would Call me back. No call back and at my appointment on 6/21/22 I expressed my displeasure with the doctor and the receptionist about the billing and the false pretense of not billing me for the test I had done. They told me they didn't have anything to do with billing and that at my next appointment the test would be done at the same I was going to see the doctor and that there would be only one copay which is exactly what happened on an previous appointment before someone decided to break up my appointment into two parts. So no billing in July and now in August I get another bill for $35 showing 61 to 90 days out. Since they have no intention on settling this bill as I had requested I am forced to take this to a higher appeal.

  Business Response

  Date: 08/25/2022

  Hello ********************. We sincerely apologize for any misinformation or lack of action on our part as you are a valued patient of ************************. With your **************** policy, it was dictated to us that we were required to bill for both your testing visit and your provider visit. Unfortunately, front desk was under the impression this would not be the case as it's not with some plans. We have taken the proper steps to educate them regarding this issue so we are not misguiding anymore patients. We have had our billing department, specifically a specialist named ********, reach out to you and offer to write off a $35.00 balance as we want to make things right. I believe she explained this but under the law, we are required to attempt collection three times before we can legally write off a balance. Therefore, you may receive another invoice but we will ensure it is written off your account. If there is anything else we can do to assist in this matter, please call ************** and ask for ******. We hope this has helped resolve this issue and we can continue to gain back your trust. Thank you.

  Customer Answer

  Date: 08/28/2022

   
  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.
  
  Sincerely,
  
  *************************