ComplaintsforCleveland Eye Clinic

• Initial Complaint

  09/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Filing this complaint is the last thing I thought I would have to do. I have had Lasik surgery and Cataract surgery at this facility without a single issue. Since my cataract surgery the vision in my right eye has diminished. I met with an eye doctor on May 11, 2023 to discuss my options. Glasses, contact, or surgery were the options. We mutually agreed to try the contact lens route first to see if that would work. I met with *** ****** on June 29th for an exam/fitting. She wanted me to trial a lens before providing me a prescription, but she didn't have a trial lens for me on hand and she promised to mail me one. I never got a lens until the last week of July and that only happened after I made multiple attempts to let them know I never got one. This lens did not work and I reached out to see if it could be tweaked. To this day, I have never heard back from *** ******* I did however get a invoice in August for my insurance co-pay. I sent billing a letter indicating that they still haven't provided me the service I was being billed for. In spite of that, I told them I would still pay the co pay provided that they would send me my eye exam records. I wanted those records so that I could take them to a new doctor and I wouldn't have to start from scratch. What I got, was another bill in September. It's been over 4 months since I started the process and I am no closer to solving my vision problem. I was also promised that someone would reach out to me about my eye exam records, but that was more than a week ago. I have no desire to go back to them for a lens fitting. After 4 months of nothing, I shouldn't even be asked for payment....but, I did promise them on August 3rd that I would pay if I got my exam records. Those records must be in my possession before my new exam appointment which is in two weeks.....after that, they will be useless to me.

  Business response

  09/27/2023

  On behalf of the organization, I would like to apologize to Mr. Graham.  The organization failed to deliver the level of service that he deserves.   We have caused him a great deal of undue frustration.  I have been told that all fees have been eliminated from his account.  

   

  Customer response

  09/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** ******
  
  
  

• Initial Complaint

  05/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On January 7, 2023, I met with **** ** **** OD at the Ridge Road, Parma location for an eye exam. The primary purpose of the exam was to obtain a contact lens prescription. Today is May 15, 2023 and I still am without the prescription. Dr. **** did not want to go through the "bother" of measuring my eyes so he ask me to provide him with a copy of my previous prescription. I emailed the paperwork I had from my previous provider when I arrived home on January 7th. It was an eyeglass script. I visited my former provider on January 11, 2023 and was given a copy of the contact information - it was emailed to Cheryl Bondra (Office Coordinator) and she acknowledged receipt on January 14, 2023. I have followed up via email on 1/31 and 3/8. Both times Dr **** was out of the office. Both times they did not follow up with me. Next issue is billing. I paid $49.00 on January 7th. The receipt states $39 for OPTO and $10 copay. Cleveland Eye Clinic insisted on billing my medical insurance rather than using my vision coverage. Medical Mutual was billed for $269 ($220 new patient exam and $49 refraction). The insurance company instructed me that the amount I owed was $139.79. When the statement arrived from the Cleveland Eye Clinic it was for $308. I mailed a check for $$90.79 ($139.79 less amount previously paid of $49) and questioned WHY insurance was not billed $308. I have never received a response. I have been billed two more times (including today) for $39.. On April 20, 2023 I sent them a letter with proof of payment and told them that I am dissatified. Still no response. Until today. I received a $39 bill.

  Business response

  05/19/2023

  Dear *****, 

  I would like to apologize to you on behalf of the Cleveland Eye Clinic.  We did not provide our best service to you in getting a prescription for contact lenses.  I spoke to Dr. ****, and he said that he felt we should refund you everything you paid related to this service.  We are refunding $49 on your credit card, and sending you a check for $90.79 via Fedex.  I believe you should receive that 5-20-23.  

  Dr. **** said he does not feel confident that he will be able to provide you with a prescription for contact lenses that you will be satisfied with.  He asked that I provide you with some other options of doctors who are trained in contact lens fittings.  

   

  I know of two doctors in the general vicinity who you might be satisfied with.  They both work for a practice called Northeast Ohio Eye Surgeons.  

  Dr. ***** ******* works at their Stow location, and Dr. ******** ******* works at their Kent, Fairlawn, Medina, and Wadsworth locations.

  Phone:  ************

  Of course, I don't know if these are convenient, or if they accept your insurance.  You are, of course, able to seek care anywhere you'd like.  

  I am sorry for the frustration we caused you, and that we wasted your time.  I can only ask your forgiveness for that.  

  Thank you for bringing this issue to our attention.  
  ******** ******

   

  Customer response

  05/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** *******
  
  
  

• Initial Complaint

  01/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ** ***** requires a pre-check in and payment of copay. I paid with my credit card and received a receipt with an authorization number (see attached). They are to bill my credit card company after my visit. I have now received a bill for the above mentioned copay. They have not yet billed my credit card company for this amount. I am concerned I will be double billed if I now pay the additional copay request. I have been trying to get this matter resolved through ** ***** Billing Department to no avail. If I allow this matter to continue for four billing cycles it will be turned over to collections. We have worked very hard to maintain a good credit score and I do not want that tarnished because the Billing Department is not doing its job. Cleveland Clinic does not issue a credit to your credit card when an error is found. They maintain the amount of the error for future services. We are retired and on a fixed income. We cannot afford to give money away. My husband is having the same problem and has contacted you.

  Business response

  01/19/2023

  Dear **** *****, 

  I think it's possible that you may be posting a complaint against the wrong company.  You have posted a complaint on the Cleveland Eye Clinic.  Cleveland Eye Clinic is an ophthalmology practice, and has no official ties to the major hospital system in the area.  I do realize the similar names cause confusion.  I had our billing manager look up your name in our system, and it looked like it had been inactive for a couple of years.

  I believe the Cleveland Clinic's ophthalmology department is called the **** *** *********. I'm happy to dig deeper if in fact this is not the case.  In any case, I am sorry you are having frustrations with your experience.  

  Thank you.  

  Michelle ******

   

• Initial Complaint

  05/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In August of 2021, I paid a pre surgery amount of 750.56. After all is said and done, my insurance company says I am only responsible for 215.87...they have paid the rest..This leaves an over payment of 534.69. I have received 259.40 refund which leaves a 275.29 over payment. I have called every month since November of 2021 and the last two months I have written letters. My attempts to settle this account have been ignored. I have documented every call I've made, the name of every girl I talked to and have a copy of every letter I've written. I have the insurance documents that say what my responsibility is. This is very frustrating. It has been nine months and they still owe me 275.29. There has been no attempt to make this right. I will not go back to this company nor will I recommend them to anyone.

  Business response

  06/13/2022

  Dear ****,

   

  I am so sorry that we caused you stress and took up your time with unanswered calls and letters.  That is completely unacceptable.  It is my understanding that you spoke with  our Patient Accounting Manager, and that she explained how much your refund would be.  

  I am sorry that this part of the experience took longer than it should have.

   

  Thank you. 

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

  Cleveland Eye Clinic.  

• Initial Complaint

  03/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Had pre-surgery appointment to determine best route for Keratoconus in left eye in January 2021. Waited two months for insurance pre-approval with me calling a handful of times to make sure the pre-approval was done before the surgery. Was told after two months pre-approval was finally gotten and scheduled surgery for April 2021. After surgery was done deductible was not getting meet by insurance and had to keep calling insurances company who said Cleveland Eye Clinic needed to provide more information on surgery and then I would call Cleveland Eye Clinic to get them to send more information but would always have to leave voicemails and hardly ever talked to someone. Then on 8/26/2021 got letter from insurances that claim was denied and revived bill from Cleveland Eye Clinic. Called Cleveland eye Clinic and said I was told this was pre-authorized and that it should be going through insurance. They said they would work with insurances and get it resolved. Never got any more info till 3/19/2022 receiving a letter that I was sent to collections but had no more bills come to me from Cleveland Eye Clinic. Tried calling 3/21/2022 at 7:30 AM, to talk to billing was told I have to talk to a certain person who was not in yet, left a message and have not heard back. Every time I try to call and leave messages I never hear back from them and have to keep calling and need to talk to someone.

  Business response

  04/04/2022

  Dear ********;

   

  We owe you some apologies.  We are sorry for not responding to your messages, and for being difficult to communicate with.  There is no excuse.

  We are also sorry for sending your account to collections.  We should not have caused you unnecessary stress.

  I spoke to our Patient Accounting Manager who assured me that she has communicated with you, and she has provided you with her cell phone and some other points of reliable contact.  Your medical records have been submitted to your insurance company for appeal, and your balance has been removed from the collection agency.  

  Thank you for your patience.  We are hoping for smoother sailing from this point on in regards to your insurance.  

  Thank you.

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

  Patient Communications

   

   

  Customer response

  04/04/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16923104, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** Branco
  
  
  

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