ComplaintsforThomas Handel O.D. Inc.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I visited Handel Vision to get a new eyeglass prescription since they are in network of my ******** plan and the exam is 100% covered. A retinal scan was performed without my knowledge or consent even though they knew my ******** didn’t cover the additional cost of this test. As I was leaving the office, I was told I had a $35 balance. I told them my exam was 100% covered by ********. She informed me that they don’t cover the retinal imaging test and that I’d have to pay out of pocket. I said I should have been informed before that test because I would have opted out of it. I then left the business. I received an invoice today demanding payment. I believe their practice is unethical at best and possibly illegal.

  Business response

  03/04/2024

  [[BBB transcription via email]]

   

   

  In response, our office believes having an Optomap done at every annual eye exam is the standard of care.  We enacted that policy over two and half years ago and is a requirement for all annual exams at our office.  An Optomap is a digital image of the back of the eye.  Studies have shown 15% to 20% more disease is found with an Optomap compared to dilation of the eyes.  Since he was a previous patient, we thought he was aware of this policy.  But, unfortunately, when he was at our office last, it was not required then.  Therefore we are waiving the $35.00 fee.  I hope this is satisfactory.

  Customer response

  03/06/2024

  I accept and am satisfied with the business’s response.However, after looking into the details of my ******** plan I believe the retinal mapping is actually covered in full. Unless I’m mistaken, someone made an error or didn’t bother to check my coverage. 

• Initial Complaint

  02/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went in for a vision test, due to issues. I told them money was tight and that I don't think I can afford this. I was told not to worry. That since I am diabetic it would all be billed under my medical insurance and all I would owe is my doctors **-pay. I spoke again of my **ncerns when I went into the office for my appointment. Again I was told by the front desk staff, not to worry. That this would all be billing under my medical insurance. I paid my ** -pay on two visits. Months later I received a bill for close to $300. I called thinking this was in error. It was not. I would not have had visited this clinic if I had known the **st up front, when I asked. I think this is deceptive business practices. They told me it is **vered , then sent me a bill. Also the fees for the services provided are ridiculous. I then visited a se**nd doctor then sent me to, and everything was **vered under my medical. The Doctor I saw was very polite, but the front desk staff was unprofessional. The front desk staff should not be giving advice on subjects they know little about. They should have told me we will submit this under medical ,but some may not be **vered. I would have had se**nd thoughts. But NO. I was told all I would owe is the **- pay. Which was paid. Even if they have my re**rds I will not be back.

  Business response

  03/02/2023

  [BBB transcription via email]

  
  As stated to ******************, his visits were covered by his insurance.  His medical card states there is a $25 copay.  Unfortunately nowhere on his card states there is a different copay for specialists.  That copay is $60.  His health insurance plan would have stated such in the packet he received from them.  Also, conditions were found during the exam that dictated other tests be done.  These tests were also covered by his insurance.  He had not met his deductible and therefore the cost of the tests are his responsibility.  We have no way of knowing if he has met his deductible.  We did not deceive him in that what we stated is true. 
  
  Our pricing on the tests performed are actually low compared to offices in the area.  Regardless, his insurance dictated his final price as they are contracted amounts.  So, regardless of any office that he would have gone to in network, the pricing would be the same at every office.  Our fees were nominally above the contracted amount.  Most offices charge substantially higher amounts than the contracted amount.  He was sent to a specialist.  That specialist used the results of the test in our office to determine treatment.
  
  The only test that was not covered by his insurance was the determination of his prescription for glasses.  The fee for that test is $30.  We will waive that fee.
  
  If you would like to discuss this in further detail, please call me at ************ at your earliest convenience.
  
   Sincerely,
  
   
  
  ****** ****** O.D.
  

  
  

  Business response

  03/03/2023

  [BBB transcription via email]

   

  Hi ******:

  Thank you.  I forgot to mention that he was offered to make payments.  If he can make as little as $20 per month, we will consider his account in good standing.

  thanks

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