ComplaintsforCharlotte Eye Ear Nose & Throat Associates

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There are multiple issues that are currently happening with thisnorganization.First: i had an examination visit with ENT *************************** about breathing issues on April 8. Examination was done and they billed my insurance which services were paid by my insurance. Tofay is July 1 2024 and i have been calling endlessly to their billing department to ask them to solve this issue all i the responses i can hear are"we will get back to you give us a couple of days"Second: I had a septoplasty surgery done by **************************** on May 20 2024 . I had to pay a total amount of $3366 which they mentioned it covered all my expenses and that had to be paid upfront because i had to meet my insurance deductible. To my surprise(attached below) i still have over $2700 pending to pay because they day my insurance has not paid them. I have all EOB from my insurance company showing proof they paid for everything already. Have been calling their office since april 8 still trying to solve my first visit now including this new issue all responses i get are "we will get back to you"Third and last: now i receveid a bill from the surgery center for over $8000 follars stating that my insurance is out of network so i have to lay upfront? This is just wrong from many aspects why did my doctor went ahead with my surgery without letting me know my insurance wouldnt cover this? This was not discussed with me i wouldnt even got the surgery or wouldve discusded a place where my insurance was in network.They have not made the minimal attempt to contact me or solve any issue on my behalf. My insurance ********** blue shield have contacted them multiple times and still they dont answer to them.I am owed money because of ehay i paid upfront. Because my insurance covered all the procedures. The surgery center i think its in a different category of malpractice and scamming their patients.

  Business response

  07/08/2024

  For more than 100 years the physicians and staff of Charlotte Eye Ear Nose & Throat Associates, P.A. have provided professional medical services to our patients in Charlotte and surrounding communities. We are proud of our reputation for top quality medical care and compassionate treatment of our patients. To that end, we have a very active quality assurance review process and provide multiple ways that patients can contact us directly and share their concerns.  We investigate every patient concern but because of the ***** privacy regulations, we cannot discuss a specific patient case other than directly with the patient.  Consequently, we are in touch directly with the patient and attempting to resolve the concerns. Thank you for your support in these efforts.

  Customer response

  07/08/2024

   
  I am rejecting this response because:

  I am still waiting for them to reaolve the 8k bill from ************************

  
  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We were told that our son was scheduled for sinus surgery on 5/28/2024. This date was given to us in April 2024. When we went for a scheduled appointment on 5/8/2024, we discussed the process/procedure for surgery on 5/28/2024. I took 5/28 off of work, and my son took that whole week off of work, since our doctor told us he would have to have to stay home and have little activity because of recovery. We began asking for the time of the surgery on 5/23 and was told they didn't have the time yet. We called on 5/24 and was told that they would call the surgery center to have them expedite a call to us. No call came. Now it was Memorial Day weekend with surgery schedule for the next Tues, but we had no time. I contacted our doctor via LinkedIn, and he said we could get a call as early as 4:30 am on 5/28 with our time, so we were prepared to get up early to go to Charlotte. We finally got a call at 8:15 am telling us there was no surgery scheduled because our insurance had not yet approved the surgery. My insurance company told me they never received a request for surgery. We determined that the responsible staff never submitted a request. I requested compensation from CEENTA because of their mistake. They have a policy that charges customers for missing appointments, and I think we deserve to be compensated for our lost income at the least. There are numerous other examples of poor customer service that I do not have room to share here, which added "insult to injury." CEENTA administration apologized but refused to compensate us in any way. I cannot see how their mistake that cost us significantly deserves no compensations, but if we miss an appointment, we have to pay. This does not align with their mission statement, and we are deeply disappointed on how we were treated and how hard we had to work to get my son's surgery scheduled.

  Business response

  07/08/2024

  For more than 100 years the physicians and staff of Charlotte Eye Ear Nose & Throat Associates, P.A. have provided professional medical services to our patients in Charlotte and surrounding communities. We are proud of our reputation for top quality medical care and compassionate treatment of our patients. To that end, we have a very active quality assurance review process and provide multiple ways that patients can contact us directly and share their concerns.  We investigate every patient concern but because of the ***** privacy regulations, we cannot discuss a specific patient case other than directly with the patient.  Consequently, our operations team has been in touch directly with the patient regarding their concerns. Thank you for your support in these efforts.

  Customer response

  07/16/2024

  I am rejecting this response because:
  

  I am not satisfied with the response from CEENTA as they basically said they have done all they are going to do while hiding behind HIPPA. I will be happy to waive our HIPPA rights to allow them to speak with your representatives.  It is simply not right for them to be able to charge patients for missing an appointment and not reimbursing patients for money lost due to the negligence of CEENTA employees.  Our family lost approximately $600 due to CEENTA employee negligence.  Our experience does not align with the statements that are part of the CEENTA mission as listed below.
  
  We value our patients as the reason for our groups existence. We will strive to meet their needs in a timely, caring, and professional manner. We insist upon the ethical treatment of patients and each other and will accept nothing less in the accomplishment of our stated mission.
  
  Clearly, CEENTA did not meet our needs in a timely, caring, and professional manner since they gave us a surgery date that they did not reserve for my son.  We believe that the average person would not expect to be given a surgery date that was not reserved by CEENTA and would not consider such treatment to be ethical.  We believe the average person would find it reasonable and ethical to be reimbursed for our expenses due to the negligence of CEENTA staff.  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made an appointment for an eye exam in Charlotte, **, then learned my insurance would only pay for a provider in S. ********* I had been warned by staff that appointments had to be canceled 24 hours before said appointment or you'd be charged $50.00. I called 24 hours before my scheduled appointment to cancel. They have an automated line, and you get put on hold for a long time. Their system then instructs you to leave a message. I did just that. I gave my appointment date, name, phone number, etc., and said I was canceling my appointment. Now I'm being billed $50.00 for not canceling. I'm sure I can find where I called their number ahead of time on my cell phone numbers dialed list. I don't owe them anything.

  Business response

  06/04/2024

  For more than 100 years the physicians and staff of Charlotte Eye Ear Nose & Throat Associates, P.A. have provided professional medical services to our patients in Charlotte and surrounding communities. We are proud of our reputation for top quality medical care and compassionate treatment of our patients. To that end, we have a very active quality assurance review process and provide multiple ways that patients can contact us directly and share their concerns.  We investigate every patient concern but because of the ***** privacy regulations, we cannot discuss a specific patient case other than directly with the patient.  Consequently, we are in touch directly with the patient on May 16th and resolved the concerns/charge oversight. Thank you for your support in these efforts.

  Customer response

  06/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/17/2023 my daughter was seen In the *********** office. Prior to her appointment I had verified her insurance was covered with office and was told it was. At her appointment she needed glasses and they told me they dont accept her insurance for glasses. When scheduling her follow up they told me that her appointments were covered due to medical issues. Fast forward I get a call from an attorney today 5/20/2024 stating that I am now in collections with them for a bill of $365.00. I have tried to call the office on multiple occasions and am told to leave voicemails and they will call me back. I called today again after receiving a call from the attorneys office and they hung up on me when I called back they told me to just leave a message. So here I am, paying $365 when I was lied to and told that we wouldnt be billed because it was covered. This is unacceptable and unprofessional for any business! I dont deserve to be treated like this or abused so they can make money.

  Business response

  05/28/2024

  For more than 100 years the physicians and staff of Charlotte Eye Ear Nose & Throat Associates, P.A. have provided professional medical services to our patients in Charlotte and surrounding communities. We are proud of our reputation for top quality medical care and compassionate treatment of our patients. To that end, we have a very active quality assurance review process and provide multiple ways that patients can contact us directly and share their concerns.  We investigate every patient concern but because of the ***** privacy regulations, we cannot discuss a specific patient case other than directly with the patient.  Consequently, we are in touch directly with the patient and attempting to resolve the concerns. Thank you for your support in these efforts.

  Customer response

  05/28/2024

   
  I am rejecting this response because:
  Nobody has reached out to me. I have left messages with no response. Prior to this before the appointment I was told it was covered then after Im billed $365 because I was given false information by the practice. 

  Business response

  06/04/2024

  A refund has been processed for this situation. We thank you for your patience in this matter.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Patient: *************************. My wife took ***** to their ************ location on 5/7. My insurance was billed $335 for the visit. That was covered under our Cigna health insurance. We made sure they were in network before we went. They also billed $70 for eye glass exam, which of course was rejected by our health insurance. That is covered on vision on any plan, and we have a zero deductible vision plan for glass exams. We called to get them to submit it to vision and were told they don't accept vision. Here is my problem, my wife was never told that those services were being performed outside of health insurance. We were never provided with any estimate for the work that should have been provided before service. I was completely surprised by this $70 charge. I called billing to try to get assistance and was told they don't negotiate and she hung up on me. I don't think this is fair billing practices. Eye glasses, contacts, and exams are always covered under vision insurance. If you don't accept vision insurance, you should clearly make patients aware of that ahead of time. I respectfully ask that this amount be credited.

  Business response

  05/22/2024

  For more than 100 years the physicians and staff of Charlotte Eye Ear Nose & Throat Associates, P.A. have provided professional medical services to our patients in Charlotte and surrounding communities. We are proud of our reputation for top quality medical care and compassionate treatment of our patients. To that end, we have a very active quality assurance review process and provide multiple ways that patients can contact us directly and share their concerns.  We investigate every patient concern but because of the ***** privacy regulations, we cannot discuss a specific patient case other than directly with the patient.  Consequently, we are in touch directly with the patient and attempting to resolve the concerns. Thank you for your support in these efforts.

  Customer response

  05/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/13/2024 I had an appointment at CEENTA to address issues with dizziness, vertigo, and sinus pressure. I had several issues with the doctor ************************************* who saw me. I tried to explain the issues I have had and the steps I have already taken, and he kept cutting me off and would not listen to my concerns. He did not address any of the issues I have had with sinus pressure. He left the room before I was able to ask any further questions. That afternoon I called and spoke with a supervisor, ******, and told her my concerns. She read the doctor's notes to me, and he included notes for tests he did not perform, including a nasal examination. She said she would speak with her supervisor and call me back. I did not here back for a week and called back. She once again said she would speak to a supervisor and call me back, and did later that day. She told me that I was going to be charged for everything, including the tests that were not performed. I told her I did not think that was a fair resolution, and she said she would ask a different supervisor. At this point, I have still not heard back. I have also received a bill for $473.29 (after insurance). I feel this is unfair for CEENTA to charge me since 1: the initial reason for the visit (sinus pressure) was not addressed, 2: The doctor did not listen to my concerns/symptoms to reach a proper diagnosis, and 3. There are charges for tests that were not performed. I think a fair resolution would be for CEENTA to waive all costs for this visit.

  Business response

  05/01/2024

  For more than 100 years the physicians and staff of Charlotte Eye Ear Nose & Throat Associates, P.A. have provided professional medical services to our patients in Charlotte and surrounding communities. We are proud of our reputation for top quality medical care and compassionate treatment of our patients. To that end, we have a very active quality assurance review process and provide multiple ways that patients can contact us directly and share their concerns.  We investigate every patient concern but because of the ***** privacy regulations, we cannot discuss a specific patient case other than directly with the patient.  Consequently, we are in touch directly with the patient and attempting to resolve the concerns. Thank you for your support in these efforts.

  Customer response

  05/06/2024

   
  I am rejecting this response because: I have tried several times to deal with the business directly. Every time I speak with someone, I am told "we will look into and call you back." I never receive any follow up and no efforts have been made to resolve the issue.
  
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I have for over six months tried to get a refund in the amount of $70.00 from ******, *******. After extensive calling and emailing they did in fact refund a partial amount in $51.28. I recently sent *******, the Business Manager in ******* an email with the full EOB requesting the additional $18.72. ******** paid for the $18.72. I specifically asked ******* to acknowledge my email upon receipt. She did not. Whoever is in charge of billing is very incompetent. They do not know how to read EOBs. When I would call the billing **** would give me excuse after excuse why I they would not refund my money. They would always tell me that it had to go to a supervisor. This has now become ridiculous. It's not about the amount of money either, yes, they owe it to me, but it's also about customer service. CEENTA, Concord fails in providing even the most minimal good customer service. Please refund my money in the amount of $18.72 Please take the time and read my EOB carefully that I have provided to CEENTA Concord.

  Business response

  04/17/2024

  For more than 100 years the physicians and staff of Charlotte Eye Ear Nose & Throat Associates, P.A. have provided professional medical services to our patients in Charlotte and surrounding communities. We are proud of our reputation for top quality medical care and compassionate treatment of our patients. To that end, we have a very active quality assurance review process and provide multiple ways that patients can contact us directly and share their concerns.  We investigate every patient concern but because of the ***** privacy regulations, we cannot discuss a specific patient case other than directly with the patient.  Consequently, we are in touch directly with the patient and attempting to resolve the concerns. Thank you for your support in these efforts.

  Customer response

  04/17/2024

   
  I am rejecting this response because:  CEENTA billing department has never contacted me regarding the $18.72. I forwarded the *** as proof for my reimbursement several times. The billing department can easily contact me through the CEENTA website, which they have not. It's been six months. It's now become ridiculous. I can only assume it's incompetence.

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

  
  

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had CT done at CEENTA on 9/6/22. Received a bill on 3/12/24 for $430. This is 17 MONTHS after date of service and after insurance denied for timely filing. The patient (me) should not be responsible for a bill that CEENTA forgot to submit to my insurance for reimbursement (12 month deadline - they waited over 1 year to even file insurance) and to bill me almost a year and a half after the service date.

  Business response

  02/20/2024

  For more than 100 years the physicians and staff of Charlotte Eye Ear Nose & Throat Associates, **** have provided professional medical services to our patients in Charlotte and surrounding communities.  We are proud of our reputation for top quality medical care and compassionate treatment of our patients.  To that end, we have a very active quality assurance review process and provide multiple ways that patients can contact us directly and share their concerns.  We investigate every patient concern but because of the ***** privacy regulations, we cannot discuss a specific patient case other than directly with the patient.  Consequently, we are in touch directly with the patient and attempting to resolve the concerns. Thank you for your support in these efforts. 

  Customer response

  02/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint. While their reply is not satisfactory, the charge has been adjusted off and the issue resolved.
  

   
  Thank you. 

  
  

• Initial Complaint

  11/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a patient with Ear Eyes Nose and Throat of Charlotte until they informed me on an emergency visity they no longer took my coverage ******************* I had severe blurred vision and was told $250.00 was the cost of my visit if I wanted to see someone and that covered the total cost of examination and prescription as a self-pay,. I was also asked to sign a permission form for them to **** ****************** to try and get my money back. I received a collections call from *** Associates that Ear Eyes Nose and Throat placed a collections for $117.00. I called them and the provider stated the $250.00 I was charged was just a down payment for my visit that day. This is not the truth, they ****ed me again for the same service. The day of my visit I was told I owed notingin else because I was self-pay. Please help me I don't owe this company any additional money.

  Business response

  11/22/2023

  See attached document signed by *********************** outlining our out of network policy regarding UHC. This form is clear that the payment was a deposit. Additionally patient was sent several statements for the balance due but never contacted our office with any questions or concerns until November 21 (after the balance was sent to collections). She was not double billed at all. As a courtesy we can recall this balance from our collections agency and adjust off.

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

  Director of Revenue Cycle

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im hoping you can help me or direct me to someone who can. I was recommended by my primary care ******* **************** to go to CEENTA in ***********, ** to get a second opinion on my left eye as I had a stye back a few weeks prior to my visit and the prognosis wasnt getting any better by ***************** who I had seen three times with little results. I made an appointment with ****************** at CEENTA and was surprised at how fast they got me in to see him. It was the same day. During my visit ****************** was only going to look at my left eye to see what prognosis needed to be done on my eye and basically getting a second opinion, but during my visit ****************** tells me I have severe Cataracts! I told him that was not true and he says how do I know that, and I said, I had three other eye specialists tell me that the cataracts are very minimal and anyways I said that I didnt think you could do Cataract surgery on Glaucoma patients. Well, ******* jumped in right away and said he had done many cataract surgeries on Glaucoma patients and goes on to tell me that he specializes in that and has done many cataract surgeries on patients with Glaucoma. Okay, so now I get it! This doctor is trying to get money off of patients who dont need cataract surgery? Is that it? Now, ******* goes on to tell me that he is going to only do a regular visit this time to address my left eye but then tells me to come back in two weeks to do a Glaucoma visit without even asking me if thats what I want to do. LOL! ****************** then tells me that my cataracts are between a 1-4 and I am at a 2-1/2. Then he checks my eyes again and without looking at any test results tells me after I tell him I have Glaucoma and he says, MY Glaucoma is so severe!!! What are you talking about? I have been monitored by my primary eye doctor and my eyes are not as bad as ******* made it sound. This put me into a panic mode. I was already in tears over my left eye not getting better and he TELLS ME THIS!!!! Now ******* wants to do all my Glaucoma tests all over again that I just had done at my primary eye doctors so I tell him that I WONT DO THAT and if he wants to review my results, I can have my records transferred to him. I went on to tell him that about a year ago I stopped the Glaucoma eye drops because it was causing me 17 side effects. One side effect that I couldnt see, and I wanted to get all my photos of my eyes over the years to see if my Glaucoma had gotten worse or stayed the same. Also, my eye pressure stayed the same as the eye drops werent working. I went into more detail about my Glaucoma that would take more to explain but trying to get to the point. ******* said that sounded good and to have those photos transferred to him. Also, when I stopped the eye drops all the symptoms got better including my eyesight. Theres a lot more that I explained to ******* that he totally understood and said he was willing to get the photos and would not do the tests over again BUT wanted just one test on my eyes before I left. ARE YOU KIDDING ME!! He said he wasnt going to do any tests and this visit was only for a confirmation on prognosis not a GLAUCOMA exam!!!! Okay, so now for some reason I agreed to the Glaucoma test that my insurance and I already paid for at my primary eye doctors. So, I get the test and leave. Now I make an appointment for Oct. 25, 2023 (two weeks later). (Also, my primary Glaucoma doctor recommended me to go to see another Glaucoma specialist back in the spring of this year to see if they could do something else to lower my pressure as he wasnt able to do anything else for me but just give me eye drops.) Now mind you I told this to ******* that I needed to do something else besides eye drops and he understood so I thought ******* might be able to treat me for the eye pressure. I figured I would hear what ******* was going to do at the next appointment. Again, the original reason I was seeing ******* was for the left eye and not the Glaucoma. After I left ******* I contacted my primary Glaucoma doctor and talked with the manager ****** at the office. I asked her if she would send the photos and results for the past two years to ******* at CEENTA. The manager confirmed with me that she would send the photos to ******* and I said yes, please, so ******* wont have to do all the tests over again and not charge me and my insurance company. Plus he will be able to see what other procedure to do since the eye drops wasnt an option. I am very careful that my insurance company doesnt pay for unnecessary tests. The manager then sent the results. Now, on the day of my appointment 10/25/2023. I was having severe pain in my back and side of my body for the past week and needed to go to the ** (per my primary care doctors instructions) but I was afraid if I canceled the appointment with ******* on the day of my appointment I would be charged for the visit so my husband said to call CEENTA anyway and just see if they would be understanding and let me cancel the appointment without a charge. When I called CEENTA I asked ********** and they said they couldnt make that call but would transfer me to Billing. They transferred me to billing and billing said they needed to transfer me to scheduling to see if they wouldnt charge me, but I said that scheduling said I needed to talk to billing. The person I spoke to in billing was *******. ******* then said she would need to talk with her manager to make that call. After being on hold for a few minutes ******* came back on the phone and said as a courtesy for this one time I wouldnt be charged but when I got the bill in the mail and being charged for the visit, I then would have to jump through hoops to get the charge reversed. ******* went on to tell me how to jump through these hoops and I gave up and just said it wasnt worth all that time and effort. So now I go to my appointment on Oct. 25, 2023. I dont have a good attitude as Im in pain and I just want to hear what ******* has to say about my tests results. Now I go to this appointment and the first thing the tech person does when she calls my name is bring me in to get all my tests done. ARE YOU KIDDING ME! So, I tell the tech that I am not having the tests done because I had my results sent to *******. This person huffs and puffs with an attitude and sends me back out into the waiting room and mind you the attitude was so different and not friendly from my last visit I had. After waiting again in the waiting room another tech person called my name. I go to the room and the tech guy is asking me all kinds of questions and looking at my eyes. This again was different from the last visit as ****************** would do the exam, but the tech guy did this exam. Im still in pain and now the tech guy tells me that the results he received from the other office had no photos and I said thats not true as ****** the manager from my primary care eye doctors office said she sent the photos. This tech guy said Im sorry but no they didnt. Im now so upset because I just paid for this visit, and no one tells me this? Now, ***************** comes in and now looks at my eyes and says he didnt get the photos and got only notes from the office and then goes to tell me that I have to do eye drops!!!!!!!!!!!!!! ARE YOU KIDDING ME!!!! And sat there with his back to me and wouldnt look at me!!!!!!!!!! I just walked out because ******* said nothing more to me!!!!!!! I go to leave after paying $80 for the two visits!!! And now paying for the eye test from the first appointment which I havent received the bill for that yet. Im SO UPSET THAT I GOT INTO MY CAR AND STARTED TO CRY. I called my husband at work and I told him I was on my way to the ** at Lake ******. My husband is amazing and calmed me down. I then went to the **. I would like to get my money back on the last visit with ****************** and do not want to pay for the test that I took at the first visit!

  Business response

  10/27/2023

  We apologize for your experience. We are committed to providing the best care to our patients and have been doing so for 100 years. A manager will be reaching out to you to discuss your concern further. 

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