Complaints

• Initial Complaint

  09/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I would like to report both Jacksonville and Springfield Prairie eye locations. My eye care has been affected by the lack of service by both locations. You can never get through on the phone and I don't receive calls back when I leave messages. They now had an answering service that has made thing more complicated. I have complained to the office manager prior for when I waited months with no contacts since they lost them. Now I am told no one can help me for a week. This is a preferred location for my insurance and I will be placing a complaint with them as well.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was a patient for 25 years. Have medical grade contacts. Last pair from them was 2022. I paid the bill/balance then. 2 years later they accidentally realize they never billed me for part of it and send me the full bill: no adjustment for what would have been paid by insurance! Called billing (that is no longer on site) 6 times. Each time they could not help me and left a message for a superior. No calls back. I finally went into the building and asked the contacts specialist to help me. She said the business has sold to out of state and they have no control of anything. They will “try” to post charge insurance but they have no power to adjust. I only paid the estimated after insurance cost but no guarantee that it will pay or that they wont still try to charge me more! It is not my fault the doctor didn't bill it right over 2 years ago! I do not want the residual amount to go to collections. And they really should have “adjusted “ the bill even more due to the amount of time this has taken to only partially resolve. Also, one of the contacts broke 6 months ago and therefore I am paying for something I can no longer even use and they would not replace, even though the contact was defective.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Cataract surgery. I paid $129.00 for pre-surgery eye drops required by clinic plus $40.00 for an eye test the clinic required and not covered by Medicare. I paid this. Surgery was for only a Medicare covered procedure and would cost me no out of pocket money. Clinic signed documents stating Medicare procedure. Ist eye surgery 7/12: Hospital would not register me until I paid them $3,300.00/surgery. Told hospital this was Medicare procedure. They still wanted the money. Ends up the Dr from the clinic was on vacation and would also be absent for second surgery on other eye 7/26. Rescheduled for 8/10 & 8/24. Told clinic about the $3,300 for registration and they said that shouldn't be and they would correct this and I shouldn't have to pay anything. 8/9, day before 1st eye surgery, 5:30 PM. the eye Dr. called me at home and pressured/pushed me to do Lasik at additional charge of $1970/eye. I said NO, wanted the Medicare coverage procedure. 8/10 at hospital for surgery and they still wanted $3,300.00 before registration. I left. I called clinic later that day (they never called me asking why I wasn't there) and explained why I left--the $3,300.00 and I was done with them. I asked for my $129.00 and $40.00 back since I didn't have any surgery and they didn't straightened out the charges mess like they said they would. I also complained about the Dr calling be the night before surgery and his pressure for the additional charges for Lasik surgery. Clinic told me they can't refund the $129.00 since the drops came from their choice of pharmacy and I'd have to go to them for refund. I was required to start eye drops 3 days before my first surgery date. They avoided an answer to the $40.00 charge. I just want my $169.00 back since I got nothing for it. This whole eye surgery covered 4 1/2 months. I have gone to another eye clinic and I'll have both eyes done in less that 6 weeks with Medicare paying all but $69.54. I would not recommend this clinic.

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