ComplaintsforKey-Whitman Eye Center

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had an appointment at the Key-Whitman Eye Center in Richardson, Texas, where I have been going for a couple of years. I am a senior citizen and I usually use a ride service in case I get eye drops and can't drive myself. My birthday was March 7 and my grandchildren in Florida wanted to have a party for me. I pushed the party back a few days so I could make my March 8 appointment at Key-Whitman. I arrived at the office in time for my 10 a.m. appointment on March 8. To my surprise and shock the office was closed and my day was trashed. I was not notified about that closure and was not given an opportunity to reschedule the appointment. Nothing. Not a word. I went home and reported this to the Key-Whitman call center. A little after that I got a call from a woman named Norma at the Richardson office. She said they canceled every appointment that day except for mine. She said they were having trouble finding a receptionist. Like that's my fault. I told her Key-Whitman has a $50 no-show fee. (see attached card). I told her the same rule should work for the patients when Key-Richardson is a no show. Again nothing. Talking to her was a waste of time. I am asking for a $50.00 payment for my inconvenience and lost time. The same way they treat their patients. Nothing more, nothing less. Talking to anyone in Richardson would be useless. They are clueless. Please talk to Key-Whitman corporate headquarters, wherever that may be. If you think my request is unfair, I urge you to open your Bible and read this: "You shall do to him as he thought to have done to his brother"—*********** *****. Thank you. ****** ****** ******** *****

  Business response

  04/03/2024

  Voicemails were left for this patient regarding the office closure.  We were aware of the closure more than a week in advance and notified patients.  It is a frequent issue with patients that they do not answer their phone of they do not recognize the number and then do not check voicemails.  We offered another appointment and offered to work him in at a time that was most convenient for him. We are unable to compensate him for his time.

   

   

  Customer response

  04/03/2024

  I have reviewed the business’ response and accept this resolution. 

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I still have starbursts and sunbursts.September 1st, 2022 - *** laser September 16th, 2022---Follow-up with ****************, as ************** was not in the office.September 30th, 2022---During this follow-up visit, ************** told me to "take your time to heal and things will get better".December 1st, 2022---On this last follow-up visit with ************** March 17th, 2023 -- appointment with ************** .My vision is blurry no matter what I look at, and there is a film and haze over both of my eyes in the shapes of starbursts and sunbursts; I see sunbursts in both eyes drove a motor vehicle independently for twenty-eight years before my experience with Key-*******. ****************** has taken my independent.But I cannot drive at night anymore due to the current state of my vision. Even during the day, my life is in danger when I am behind the wheel, and also the lives of drivers on the road, so other people must drive for me.But my eyes were and still are just as bad off with no improvement since September 1st, 2022 from the *** laser.I later learned that this laser should be used after 90 days of recovery; But my right eye had not even healed 42 days when ************** used the *** laser on both my left and right eye.I feel Key-******* is trying to push me aside by giving me the runaround and treating me as just another number. They have not taken my concerns seriously, which has caused an unbearable amount of stress in my life.I have constant pressure behind both of my eyes, as if a balloon is pushing them.This pressure is worse in my left eye; And there is also the sensation of dust or lint moving around under the lens in both of my eyes.But my eyes were and still are just as bad off with no improvement since September 1st, 2022 from the *** laser.Again, I still have the glare/sunburst since September 1, 2022 and I've seen three doctors from Key *******: *************, *************** and *************, none have asked for medical eye drops for glare "Brimonidine" helps glare UNTIL July 21, 2023, a year later.I still have glare and sunburst with the Brimonidin.I asked for a *** second opinion, different doctor and different location, prefer ******************************** or *************************. *********************************************** is a surgeon. My appointment should have been with *********************************I feel ****************** is trying to push me aside by giving me the runaround and treating me as just another number. They have not taken my concerns seriously, which has caused an unbearable amount of stress in my life.-************************* C.C *************************

  Business response

  10/20/2023

  To BBB: 
  
  We are in receipt of your BBB complaint filed by ***********;******.  She is a patient desiring refractive surgery to address her visual condition. Her medical condition for cataract surgery did not warrant a medically necessary procedure, but she desired and elected to pursue a surgical procedure for non-insurance coverage.  Informed consents were reviewed, signed and outlined for the various options.  The surgeon chose the Intraocular Lens implant that would give her a range of vision, however, like all surgery, there is never a medical guarantee for outcomes despite improvement for her condition. Her outcome was acceptable, but post-operative refinement could future improve vision without full dependency on glasses.  Ms. ****** demanded a full refund vs. further enhancement options provided by KeyWhitman which we were willing to perform at minimal costs. Since we dont offer refunds for surgical procedures and Ms. ****** also refused any enhancement options, it resulted in a conflict. Consequently, we currently understand that this apparently the root of the complaint. 
  
  Hope you feel this addresses the situation. 
  
  Regards,

  ***********************, CEO

  Key-Whitman Eye Center

  Business response

  10/23/2023

  To BBB: 
  
  We are in receipt of your BBB complaint filed by ***********;******.  She is a patient desiring refractive surgery to address her visual condition. Her medical condition for cataract surgery did not warrant a medically necessary procedure, but she desired and elected to pursue a surgical procedure for non-insurance coverage.  Informed consents were reviewed, signed and outlined for the various options.  The surgeon chose the Intraocular Lens implant that would give her a range of vision, however, like all surgery, there is never a medical guarantee for outcomes despite improvement for her condition. Her outcome was acceptable, but post-operative refinement could future improve vision without full dependency on glasses.  Ms. ****** demanded a full refund vs. further enhancement options provided by KeyWhitman which we were willing to perform at minimal costs. Since we dont offer refunds for surgical procedures and Ms. ****** also refused any enhancement options, it resulted in a conflict. Consequently, we currently understand that this apparently the root of the complaint. 
  
  Hope you feel this addresses the situation. 
  
  Regards,

  ***********************, CEO

  Key-Whitman Eye Center

  Customer response

  11/01/2023

  I am rejecting this response because:   

  To: ****************** Headquarters, ************************************************************
  CC: ******************************************************************************
  
  CC: ***** ************* For a *********** ************************* MC-263
  P.O. Box 2018, ******, ***** 78768
  
  ********* Medical Facility - ***** Department ************ Services - Health ************************* MC 1979
  P.O. Box ******, ******, ** 78714
  
  From: ************************* - ************************************************************************
  
  Subject: *** laser  - "Vivity Intra Ocular Lenses"
  
      I wanted to correct my vision.
  Now, not in my 80s.
  I sold my vehicle to pay for my eye surgery, that's how important it was for me.
  I did everything I could for my eyes, the appointments, the rest, etc, But it was not enough because I can not drive at night and I feel like invalid.
  
      I feel Key-******* does not care, and I was treated as just another number and I don't trust Key-******* anymore.
  ***********************:
  "Further enhancement options provided by KeyWhitman which we were willing to perform at minimal costs. **************** also refused any enhancement options, it resulted in a conflict. "
  
  What options? I didn't get any enhancement options.
  
      On July 18 , I talked to ************************* ************* ex ****) and she said that
  I have to "pay out of pocket" for new lens.
  I had to "ask for medical eye drops", I had to look onlne for it but that was in July, a year later.
  
  **************** - I told the doctor about the glare, sunbursts, and starbursts.
  *******************; - I told the doctor about the glare, sunbursts, and starbursts.
  ************** - I told the doctor about the glare, sunbursts, and starbursts.
  None of the doctors asked for medical eye drops, again, I had to ask for medical eye drops for glare.
  
  September 16th, 2023 - I still experience glare, sunbursts, and starbursts.
  September 30th, 2023 - I still experience glare, sunbursts, and starbursts.
  December 1st, 2023 - I still experience glare, sunbursts, and starbursts.
  March 17th, 2023 - I still experience glare, sunbursts, and starbursts, etc, .
  Even now, November 2023, I still experience glare, sunbursts, and starbursts.
  
      As a result of my *** laser experience, I have been very upset, frustrated because I can not drive at night. The *** should have only been done to my eye "Right" because that eye had not healed.
  Again, ****************** is responsible for my vision problems since 9/1/2022 and they have ruined my  eyesight. I don't trust Key ******* nor **************. Again, ************* should not have touched my "right" eye.
  
  This ordeal is unacceptable.
  
  Respectfully,
  *************************
  **********************
  ************************************************************************
  
  
  
  

• Initial Complaint

  08/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had my first ever appointment at Key-******* on Wednesday, August 23rd. I was very disappointed that I was not given an itemized receipt at checkout that broke down my charges, only a tiny paper credit card receipt. I dont this has ever happened to me at a medical providers office when paying at checkout before. This is very important in case of being double billed, and also, to notate what exactly I paid for. This is also a bigger issue because trying to get someone on the phone at Key-******* is a very difficult challenge. Hold times have exceeded 20 minutes whenever I have tried to reach the office by phone.

  Business response

  08/29/2023

  We are so sorry about any miscommunication.  We typically offer a photocopy of the superbill or the form we use that indicates the billing CPT codes and Diagnosis codes which include the fees per charge.  I believe this morning, prior to this communication, we were able to provide this patient a detailed copy of the charges and receipt for his payment.

  Thank you,

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

  Customer response

  08/29/2023

  The business response is not exactly correct. I still have not received a detailed receipt. I did indeed return to the facility the next day after my BBB complaint had been filed. I was then provided a sheet with the codes and a check **** next to certain tests I had, but no receipt. There is still not an official detailed receipt. The only receipt I was given (on the day of service) was a small credit card printout, the kind you might receive at a gas station pump.

  Business response

  08/29/2023

  We have spoken with the patient by phone who has received his copy of the receipt.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  had a horrible experience with the Key ******** eye center in *****. **************** was referred to by my insurance plan and physcian. I did the background on her and needed her services. I only wanted to see her. Made it clear to the staff. I saw her. Then a follow up . I waited for several months to see *********************************** for followup. I called a week before follow up appointment ahead to verify the appointment with ****************. The customer service said it was confirmed. I also visited the office prior and got an appointment card for followup with ****************. Then right before appointment received a phone call confirming appointment with ****************. My appointmen was at 8am. I drove one hour in heavy traffic, got to the office at 7:45am. There was only one person at front. She said I will be seeing ***************************. **************** is out on vacation and ************** is filling in for her. I was blindsided. NO COURTESY CALL, to warn me. No disclosure on countless of confirmations that *************************** will be filling in. I was shocked. I had driven for hour, took time off to see **************** because I had follow up questions from last visit. Disgusted that they would put me with a Dr. I did not book appointment for or verified with my referrals or medical licensing. While there the appointment with **************** was not honored. They kept we waiting in waiting room. I looked up ************** background and found flags in his Medical licening from Malpractice incidents. I was disgusted with the lack of courtesy in not contacting me or disclosing to me prior to appointment. I was hurt by the poor professionalism and customer service by Key ******** Eye **********************.

  Business response

  09/07/2023

  We spoke to the patient immediately after reeling the complaint and made arrangements for **************** to see the patient as soon as she returned to the office.  I believe all has been resolved. 

  Customer response

  09/07/2023

  On the 18th , Friday Afternoon afternoon I received a call from Key Whitman eye center. The person on the other line claimed to be the *** ***************************. He said he would look into the matter where at each level the failures occurred and apologized. I am still waiting for his findings , the actual reason why the doctor had not showed up for the appointment, and why I was not notified of the cancellation, and due diligence regarding this matter, and assurances that this would not happen again ******** care patients including myself is not compromised. 
  I did make another another trip see **************** the following Monday morning on a rescheduled appointment that was paid in full by me and ************.  However I am now re-scheualed again for the following month for the appointment for the medically necessary services that was supposed to have been done for the early morning, Friday August 18th appointment the Doctor ****** had not showed up for. Hopefully Key ******* has learnt from their failures and the appointment , just waiting for *** ************************* to contact me with his findings to bring this matter to an amicable resolution.

  Customer response

  09/07/2023

  n August 18th, Friday afternoon I received a call from Key Whitman eye center. The person on the other line claimed to be the *** ***************************. He said he would look into the matter where at each level the failures occurred and apologized. I am still waiting for his findings, the actual reason why the doctor had not showed up for the appointment, and why I was not notified of the cancellation, and due diligence regarding this matter, and assurances that this would not happen again; ******* care, for patients including myself is not compromised. 
  I did make another another trip see **************** the following Monday morning on a rescheduled appointment that was paid in full by me and ************; However I am now re-scheduled again for the following month for the appointment for the medically necessary services that was supposed to have been done for the early morning, Friday August 18th appointment the Doctor ****** had not showed up for. Hopefully ****************** has learnt from their failures and the appointment, just waiting for *** *************************** to contact me with his findings. 
  

  Customer response

  12/21/2023

  The Complaint has not been resolved.  

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  April 28 - ********************************************************* Key-Whitman Eye Center, *********, ** June 5 - Requested bifocal status - informed would not be available until following week 12 days from initial order - at that time was informed they did not accept my insurance ****************** ************ requested order cancelled, cancellation refused June 19 - Telephone message left from *************** bifocals ready to pick up June 6 - ************* of America credit card charge, since then I've contacted bank several times, no resolution June 20 - Bank contact today, charge was applied to my credit card - associate stated at this time dispute is possibly resolved, I am responsible $683.25 Dispute based on the following facts:At time of order was not informed of the following; company return policy (no refunds or exchanges), company did not honor United Health (MC) insurance, my signature was not requested or provided Was not provided statement outlining charges for bifocal glasses, small paper receipt provided (supporting document)Purchased glasses form elsewhere, therefore do not plan on picking up glasses in dispute

  Customer response

  06/24/2023

  Apologies need to provide correct dates on my original report: June 5 and June 19 should be changed to May 5 and May 19

  Business response

  06/27/2023

  **************** never offers coverage for eye glasses or optical goods and when we submit an order to our 3rd party optical vendor, we as a practice are charged for those goods and no refunds can be given.  This charge on of $683.25 includes $165.75 for sunglasses that ************************ has in her possession.  As a measure of goodwill, the physicians at our South **************** are willing to offer a refund of $517.50 to offset the cost of **************************** prescription bifocal lenses.  

  Customer response

  06/28/2023

  I have reviewed the business response and accept this resolution. Thank you for resolving dispute. Will amount stated (******) be credited to original mode of payment?
  I would like to submit a response: **************************** ********** accepted a portion of insurance when I purchased bifocals elsewhere. Key-******* services many seniors receiving ********* ********* stipulations should be presented as a requirement and agreement prior to transaction. Additionally it was not my intention to keep sunglasses without paying for them.

  Customer response

  06/28/2023

  Correction: **************************** allowed a deduction not accepted a portion

• Initial Complaint

  01/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 6, 2022 I attended the Key-whitman Eye Center on Communications Drive in Plano, TX. After the exam, I was charged full price for the exam even though I had medical and eye insurance which entitled me to a free eye exam. After contacting the billing department they didn't know I had been there, and neither did the insurance company. They never looked at my insurance and charged me full price. When contacted, they attempted to convince me that what was a regular eye exam was not a regular eye exam and that additional services were applied. This is a LIE. There were no additions and this was a method to incur extra fees and a way to refuse to refund the $289.70 that they were not entitled to receive from me. I want the money that I paid refunded since I had the proper insurance at the time of service. In addition, I was contacted by the business who attempted to refuse reimbursement based on the 2019 exam results. The results he quoted including services performed were from 2019. What was done in 2022 was a totally different procedure, and nothing he mentioned was mentioned by the doctor. The doctor did her examination, did not mention any medical issues and stated that for me to return next year for another ANNUAL EYE EXAM. Nothing else was mentioned. It is only after we questioned the billing procedure, that the center now is attempting to deny the refund by making additional representations oo services supposedly performed. This is clearly an attempt to justify keeping my money. I just want Mt money back and for these individuals to deal fairly with their patients.

  Business response

  02/21/2022

  Business Response /* (1000, 5, 2022/01/14) */ Pt arrived for a medical exam and received fundus photos and refraction. The patient has dry eye, cataracts and macular degeneration. We filed under his health insurance and he paid 289.70 (the portion not covered by his health insurance )with credit card upon checkout. Health insurance covers medical diagnosis, such as dry eye, cataracts and macular degeneration. These conditions can require medication, close monitoring and/or surgery. Eyemed, the patients vision insurance, basically covers glasses and contact lenses. Eyemed, or vision insurance, will not cover any portion of the fundus or of the refraction fees, nor any part of the medical treatment for these diagnoses.

*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. ↩