ComplaintsforTexas Regional Eye Center, PLLC

• Initial Complaint

  12/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 12th, 2021 visited Texas Regional Eye Center for an eye exam. They informed me that I did not need eye correction lenses, but a YAG procedure that would only take 10 seconds. I informed them that we were moving out of state and that I would need the procedure performed soon. They agreed to perform the procedure the next day, August 13th. On that day, August 12th, 2021 we made arrangements for the procedure. Their office called ********** Blue Shield in order to inform me as to the payment I would need to make the following day. Early AM, August 13, 2021, I made my payment to Texas Regional Eye Center and then the 10 second YAG procedure was performed. I did everything that an informed patient should do according to Consumer Reports, Texas DOH, and others. I asked about the amount I would owe, their office called my health insurance carrier, and I made the payment before my procedure on August 13, 2021. Subsequently, my family moved out of Texas. I began to receive more bills from Texas Regional Eye Center, the latest in the amount of $512.93. I called **** at their office on October 25, 2021 to remedy this billing. She stated that she would look into the matter and call me back. She never did to this date.Also, I suffered from numerous floaters for more than two months. This situation was so severe that I found myself swatting flies that were not really there. I questioned whether I should have had this YAG procedure since my eyesight was better before the procedure. Since our move is almost complete, I will be seeking an eye exam to determine my next step in eye care. I do not want this matter to go into collections or have my excellent credit standing damaged. The next step will be to notify the Attorney General, *************************** Texas ********** of ********** and/or my attorneys. I would prefer a quick remedy to this billing matter.

  Business response

  01/13/2022

  ******************-

  My hope for each patient that enters our practice has an outstanding experience.  My apologies to you as it seems you were not pleased with your visit at our facility.   I have reviewed your account and have tried unsuccessfully to reach you by phone.  You were seen initially on the 12th of August.  We filed a claim for this visit and your insurance applied the visit  to your deductible.  We do not pre certify office visits because we are not able to predict the charges before you are seen.  We do, however, pre-certify surgical procedures.  Our estimate for the surgeon's portion of your surgical procedure was $352.41 and our Ambulatory Surgery Center estimate was $335.35.  These are the contract allowable determined by your insurance for your surgical procedure.  We filed the claims with your insurance and the estimated amounts were exactly what was due to the surgeon and the surgery center.  You provided a card that was scheduled to be used at both Texas Regional Eye Center for the doctor's charges and Park ****** Surgery Center for the facility charges.  Our staff processed your card at the surgery center.  I am unaware of the reason why your card was not processed the day of your procedure  for the surgeon's ****.  On October 25th you called our office and spoke with **** in our insurance department.  Your belief was the your card WAS processed for the doctor's **** on the date of your procedure.  **** asked you to review your credit card statement to verify this.  She also documented that she asked you to call back once you reviewed your statement.  I do not see any notes on your account stating that the card was processed.  I have also reviewed our close out for that day and do not see the amount on our deposit.  The total you owe to Texas Regional Eye Center is $160.52 for your initial office visit and $352.41 for your procedure.

  Typically we see patients a week after their procedure to check the surgical outcome.  I do not see that you returned for your follow up visit.  I realize that you were in the process of moving and may not have been able to keep your appointment.  I do wish you the best and want to make sure we can resolve any outstanding issues.  Please feel free to contact me.

   

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

  Customer response

  01/15/2022

  Complaint: 16408434
  
  I am rejecting this response because:
  

  On the day of my first visit, I was pre-qualified by your staff.     I asked for the total cost of the procedure and waited while your staff called Blue Cross.   You must have known the total cost of the procedure because  you called *************** Shield in order to determine their portion of the insurance payment to you and hence my portion of the payment for the procedure.  There was no discussion of an estimated cost, but your staff did mention my total cost.
  The following day of the *** procedure, I met my monetary obligation by making the total cost payment to you via my credit card.    This payment does show on my bank statement.
  I believe I spoke with **** about this; its possible it might have been ****.  She stated that she would call me back about my payment, but never did.   I was busy making multiple **** mile round trips to relocate my family, so I relied on her calling me back for our next discussion.  My payment was processed and does show on my bank statement. My phone works fine, so I cannot understand why you cannot reach me.   It is the same mobile phone that I used to call her.
  I was never informed by Texas Regional Eye Center or by anyone in your surgery department that I would suffer from a massive floater attack after the procedure.  It was a horrible few months.    I informed your staff that I might not be able to keep a follow up appointment because of the **** mile move.
  Being self employed for over 35 years, I took pride in giving my customers an honest and accurate price. As a true professional, I always stuck to the price and never tried to collect more monies on my contract by saying it was an estimate.   I do expect the same treatment from everyone.
  Again, I did everything an educated consumer should do by asking the simple question, how much will I owe?  Months later you should not change your pricing and try to charge more for your services.
  Regards,
  
  ***************************

  Business response

  01/17/2022

  ******************-

  I will refund your account for the amount you paid our surgery center; you have never made a payment to your surgeon.  I will notify BCBS about the refund as well as the adjustment for the unpaid surgery on the Texas Regional Eye Center Claim.  Both claims were applied to your deducible so they will affect claims submitted by other doctors.  You are still responsible for the office visit that was applied to your deductible.  

   

  I can send you a copy of the signed surgical consent form and post operative instructions hat addresses floaters.  We wish you the best and wish your experience here was better.

   

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

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

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