ComplaintsforGrand Rapids Ophthalmology, PC

• Initial Complaint

  05/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 4/6/2023, my husband (*************************) and I (*************************) went to have routine/annual vision testing with refraction done to update any changes. We both saw ******************************* at the Grand Rapids *********************************** I, *******, made an appointment for both of us by phone. I asked for back to back appointments for annual exam and refraction as we'd be coming together. (GRO always announces on all phone calls the call is being recorded. It should then be possible for the recording from that day to be found). I was first to have the exam. **** followed. I remained in the exam room with him as he has some memory issues. When the exam was complete the doctor indicated that ****'s prescription could be updated . I waited till doctor was done with testing results and then asked about current status of ****'s bilateral cataracts (first diagnosed in 2018 at same business but different office and doctors per office history notes). One year ago 2023, **** saw *** ****** He was not concerned about the cataracts at that time. Apparently, the "rating" was 1+ then. At no time during the exam and conversation did Dr. ******** say she was changing the status of cataracts from 1+ to 2+ nor did she state they could be removed at any time. When I went to check out and pay $10 co-pay (we have VSP insurance) I asked why no one asked for $10 for ****'s exam. That's when we found the doctor had UPCODED the visit as "medical". It was not! Making it medical and billing ******** meant that instead of $10 co-pay I would have to pay what ******** didn't pay which turned out to be over $100. I spoke to an office manager, ******************** I reiterated the appointment was for annual exam.She was going to check with doctor about coding. We never heard anything from *** and thought the problem was settled. It was never handled--we got EOB from ******** and a bill from GRO for $110. I have the office notes and they are very vague. I can mail them, if needed.

  

  Business response

  05/20/2024

  Good morning, 

  We have contacted the patient and he is coming in for a follow up appointment with a cataract specialist to review, in more detail, the diagnosis and if treatment is needed. The patient was happy with this outcome. 

  Thank you.

  Customer response

  05/20/2024

   
  
  I, *************************, am rejecting this response on behalf of the patient, my husband,  because it does not address the main/salient point of the complaint--being charged over $100 for a visit that should have cost $10 co-pay only. I did speak by phone with ***************************, Executive Director of GRO. We had a good conversation and we agreed on a few points: 1) best practice for this situation would be for the doctor to make a verbal  medical diagnosis and then ask to schedule a follow-up visit to discuss any findings and options for treatments 2) No surprises is also a best practice. Someone from the practice should have gone over the possible outcomes of the visit other than routine refraction 3) two previous doctors also at ***, both noted cataracts in the notes but did not code the visit as medical so there was absolutely no expectation of having to pay a much larger amount 4) at no time did the doctor indicate that cataracts had "changed' and could be removed "at any time".  Perhaps the use of Advance Benefit Notice would be helpful in the future.

  If the doctor had recommended seeing a surgeon to discuss possible removal/options, I would have scheduled an appointment to do just that. However, the doctor did not recommend or even suggest such an option so no follow up was scheduled. I agreed to have **************** have someone contact me to set up a consultation with a surgeon. I never agreed that this was an acceptable solution to the original complaint. 

  My expectation for an acceptable resolution to the original complaint would be to have all but $10 of the original charges for 4/6/2024, I(pl ease note, original complaint had typo of 2023 as original visitdate, refunded. 

  *************************, spouse

  ****************************

   

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  06/28/2024

  Customer refund processed as requested. 

  Customer response

  06/28/2024

   
  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,
  
  *************************

  Customer response

  07/17/2024

  As of today, 7/17/2024 I have received nothing from Grand Rapids Ophthamology showing that there was a refund/correction made to my account as agreed to in last communication from BBB.  I have attempted to contact ***************************, Executive Director, the person who agreed to a refund, but I have been unsuccessful getting through to her by telephone. I've left two messages with staff at GRO to have her contact me. It seems to be impossible for me to actually make contact with her without going through the business switchboard.

  I have requested, but have not received, a statement of charges and payments for my visits since 1/1/2024. 

  There seems to be no online method for reaching billing department.  My requests seem to be going no where.

  I would appreciate any help you can provide.

   

   

  

  Business response

  07/23/2024

  We have resubmitted the request for refund.  This should be completed.  We apologize for the delay.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After I paid my ** pay, I asked the person at the desk about getting non prescription **lored **ntacts. She asked the Dr I had just seen and was told I would have to pay for a **ntact lens exam. I said no just forget it and left. Now I'm being charged for a **ntact lens exam. I have called twice to get the issue resolved and nothing has been done to fix it. I never got anything to get **ntacts. I did not have a **ntact lens exam. I simply asked a question as I was leaving and got billed for it. I have went to them for years, but I will never go back.

  

  Business response

  09/08/2023

  Thank you for reaching out regarding your complaint. I have reviewed your case and have retracted the balance for the contact lens fit. Your current balance with us is $0.

  I apologize for the inconvenience. 

  Best, 

  ********;

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 15, 2023, I went to Grand Rapids Ophthalmology's ****** office for an eye exam. When I booked this appointment I did not say I wanted only a medical appointment since I wanted a new eyeglass prescription as mine was expiring on March 17th. I saw *********************, an optometrist at that office, and showed her my prior prescription that was expiring soon. We also discussed a few other topics, including flashing lights I occasionally had and possible cataracts. After her exam, I went to check out and asked the woman at the desk for my prescription, and to my surprise, ********** hadn't prepared one! Since I had **************** I assumed I would not be charged for the exam, but no, the woman at the desk said I had to pay $50 since this was a "medical exam". So I paid and went home and contacted Priority Health and EyeMed and they said I should not be charged this fee. I called billing at Grand Rapids Opthalmology and talked to a woman in billing who was very rude and said she would not refund the fee but would refer this to other people who would call me. So I waited all afternoon for that call but they never called me. Not only am I out the $50, but I will have to go somewhere else to get a new prescription! I travel frequently and need a current prescription available in case my glasses are broken or lost. I want my $50 back!

  

  Business response

  05/08/2023

  Good afternoon and thank you for bringing this to my attention. 

  I see that the manager of the office has contacted you and offered to have you come back at no charge to you, to finalize your glasses Rx. 

  I also see a note was made to be sure that your needs are clearly addressed at any future appointments. 

   

  Thank you.

  Customer response

  05/09/2023

   
  Complaint: 19601196
  
  I am rejecting this response because: I want my $50 refunded since I did not ask for a medical exam. Plus, I have to come back for another eye exam, when a complete eye exam should have been done in the first place.
  
  Sincerely,
  
  *************************

  

  Business response

  05/22/2023

  I am happy to refund the exam, ******. It sounds like you prefer not to return to have the no-charge refraction done to evaluate a glasses Rx, per my last communication. 

  I will have the manager reverse the charges for this exam.  

  Best, ********;

  Customer response

  05/22/2023

   
  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,
  
  *************************

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went for an eye exam and they did not look at my glasses that I was wearing for the prescription. When the exam was done and my glasses ordered the prescription was so off that I could not see. When I went back to ask for a refund, I was told that it would not be an issue to have my money refunded. Then I went to see the manager of the Optical (*****) to be told that they would prefer that I get another eye exam instead and have new glasses ordered. At this point, the trust had been broken with the eye doctor, the optical manager, the technician that took my glasses and everyone else. I can not use my ******** again for 2 years and I am out a new pair of glasses, my ******** usage and now ****** in cash. I called again several times and did not get a solution to this issue nor did I get a refund for a my glasses. I spoke with another Supervisor named *** at Sky **** Vision on 8/16/2022 about this issue, hoping for an outcome and all she did was refer it back to ***** at the Grandville location that dismissed me in the first place. My next step is to file a claim with small claims court for what it would cost at another optical center.

  

  Business response

  05/08/2023

  I can see, from viewing the chart, that a refund has been issued. Please allow up to 2 weeks for processing. 

  Thank you for bringing this to my attention.

   

*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. ↩