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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On 10Sep24 I visited Lexington Eye Associates and saw ******* ******* for an annual routine eye exam. This eye exam was scheduled about one year ago after first visiting ******* ******* at Lexington Eye Associates for eye issues. I was told I had a hole in the back of my left retina but nothing to worry about. My vision was bad enough I needed glasses and was scheduled to come back in one year (the 10Sep24 appt) for an annual eye exam. During my 10Sep24 visit an eye exam was conducted which included all aspects of an eye exam including dilation, a typical part of an eye exam. Nothing more was done. I did not complain of any medical eye issues or ask for any additional services. I only wanted, needed, and was informed it would be an annual eye exam. Even when I checked in for my appointment and gave the woman my eyemed insurance, she said "Oh good. I see you only have ************* on file and we don't take that for eye exams." So I thought I was all set. With eyemed insurance my eye exam is 100% covered. Then I get a bill for over $100 from Lexington Eye Associates. I contacted them via phone and patient gateway messaging. During the phone call I was told they would correct the issue and bill eyemed instead of UHC. Then I get the same $100+ bill again and upon messaging them about it I was now told because I had a medical issue they had to bill UHC and cannot bill eyemed. I never complained about an eye medical issue, never asked for medical care, nor did anyone tell me they were doing a medical exam and not a routine eye exam. I do not have a medical eye issue. Dilating my eyes and looking at the retinas is part of routine eye exam. That is all they did. I see they have many other complaints similar to mine about lying about the reason for a visit. They are lying about my visit and have committed fraud by billing an insurance company for services not rendered.Initial Complaint
03/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Booked annual eye exam for my daughter for 27th Feb 2024 under VSP vision insurance plan. She under went standard vision test with **************************. After leaving the eye test ************* unilaterally decided that they would not invoice VSP insurance and that the routine eye exam was medical in nature and would go through medical insurance and sent a bill for $500. No reference or discussion on this was made during the appointment. Reading other reviews this appears to be repeated behavior by this Dr. ** request is that the business honor the initial appointment and request and correct the billing.Customer response
03/26/2024
I have not heard from the business in response to my complaint.
Business response
03/27/2024
The parent submitted this complaint without even speaking with our billing department. I was able to access the telephone call to understand the nature of the appointment being booked. Based on the telephone recording, while the parent did not mention VSP, it was clear that the parent was requesting a routine eye exam. We will resubmit the claim to VSP for processing. If the parent had contacted our billing office, they would have received the same outcome.Customer response
04/04/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The response from the Business was incorrect. I did raise directly with Lexington Eyecare billing team prior to registering with BBB and I was told it would be investigated.
I also subsequently contacted the billing dep't via the patient portal and got a very different response
It appears no acceptance of this being incorrect was provided until BBB got involved
To date there is still request for a $380 payment pending for a medical bill in "patient gateway" and I have no correspondence that this has been corrected as stated in there response via BBB
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Keiron
Business response
04/10/2024
Again, the parent went straight to BBB without contacting our billing department. The Gateway will continue to show a balance until the Vision Plan pays for the claim. Vision plans routinely takes up to 60 days to process.
Customer response
04/18/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
Billing correction still outstanding. Please invoice me correct amount for an eye test so we can close this.
Regards,
Keiron
Initial Complaint
08/12/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I had appt with Lexington Eye ******** ** on 7 June with *************************. Due to stroke I lost some sight in my left eye and I requested a contact lens prescription. I was told to come back on 9 June 2023 and see *********************** who examined me again and gave me prescription which I had to pay $120. The lens was uncomfortable and vision not any better. I called Lexington Eye back on 7 July I was placed on automatic hold for 1 hour, I then tried calling again later the phone rang for 45 minutes with no response. I called again, I was placed on hold for 30 minutes, a rep picked up, then placed me on hold again and disconnected me. I called back again, after 15 minutes someone answered and said someone would call me back. After 5 hours I made appt with a different eye practice, they saw me right away, I had a complete exam and was provided the correct prescription and now I can see fully. I sent letter to Lexington eye with my displeasure in their service equating their service to an assembly line...go in be seen take money get out. I am requesting full refund of $160. This is for $120 incorrect lens and $40 copay. I appreciate your assistance.Initial Complaint
12/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I called to make an appointment for my daughter to get annual eye exam and she is 7 years old. I requested for **************** and they told me I will see her, but when I got there, I was put to see ****************. And then after my visit, I got a 500 dollars bill. I have Eye med and there was no mentioning that it costs anything for annual exam, which it shouldn't. I called the office and they said it was sent through as medical issue to my insurance. The office said that they have nothing to do with it and the doctor get the said in terms of what it was sent through as. My daughter was there purely for annual eye exam, she has no medical complaint of eye problem. I called the office multiple times and they kept telling me that they will take care of it and make it right, but they never got back to me on resolution and kept sending me bills. They are making up reason to charge us for a higher bill than go through our eye insurance as the intended annual exam. It seems like this is a common practice from the office that they are making up reasons to charge more.Customer response
01/09/2023
I have not heard from the business in response to my complaint. One additional detail to add is that the patient name is *****************. The default name is not the patient.Business response
01/12/2023
We are in receipt of your complaint. I have asked my billing manager to reach out to you directly, as we do not share confidential patient information through a public forum. My billing manager should contact you by end of day Friday, January 13, 2023.
***************************
Executive Director
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