ComplaintsforSullivan Ostoich Eye Center
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Complaint Details
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Initial Complaint
04/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On 04/27/24 I went to this eye provider for my annual exam. They originally told me that my eye exam would be covered. The only thing I had to pay for was if I wanted the retinal image of *****, which I accepted. When I went to checkout, they told me I had to pay $386. Without thinking I just paid it. But then when I went home, I called the office because I was confused. So they said I owed that amount because I wasn't buying glasses through them AND in addition they realized they didn't charge me for something so they said I still owed them $45. I refused to pay and said I'd be reporting them for deceptive practice. Had known this and had they disclosed this to me, I would have went to a different eye doctor. Also because supposedly I have this pending $45 credit to my account, which I refuse to pay, I don't want them sending me to collections and negatively affecting me.The doctor conducted an eye exam and a contact exam (I know I had to pay for the contact exam) but was under the assumption the eye exam would be fully covered.Business response
04/30/2024
According to the complainant's insurance, they have coverage for an exam. Everyone in the office is instructed to explain that patients have coverage. The patient has coverage, but the details of coverage depend on if the patient is purchasing glasses. Copays and discounts are up to the insurance. Patient's coverage depends on what plan they opt into. I have attached the patients plan.
It is the patients responsibility to know and understand their own insurance benefits.If the patient has another insurance that covers more, we are happy to submit to that insurance and refund the patient accordingly. Unfortunately, charging the patient any differently for the exam with the insurance we were provided would be insurance fraud and not in line with our VSP provider contract.
The office will write off the $45 self pay retinal screening that the patient opted for since it is our fault that we did not collect at the time of the exam. The patient will not be going to collections for that.
Customer response
04/30/2024
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,
***************************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.