Beware Richens Eye Center BILLING overcharge practice: MODERATE ISSUE: Richens initially tried to get me to pay more than double what my Medicare Advantage insurance would have approved & paid for an eye exam. When I called them out on that, I found they hadn't even submitted a claim to my insurance). Their billing representative ("Dar") dismissed it as trivial, "We all make mistakes." Well OK, but after that, it gets worse... SEVERE ISSUE: When my insurance processed the claim, I discovered Richens "UP-CODED" the claim... 1. ...Billing for a SPECIALIST exam (code 99204) as a MEDICAL claim. instead of... 2. ...Billing for a ROUTINE eye exam (coded 92004 or S0620) as a VISION claim. In so doing, they OVER-CHARGED my Medicare Advantage, and left me with a $20 co-pay. This is contrary to what I made abundantly clear both when making my appointment, and again on arrival - I came for the "ROUTINE exam with $0 co-pay." I had no eye problems - only the need for a new lenses & frames. When I again confronted Richens, this time "Dar" justified the up-coding by falsely and repeatedly (6 times) characterizing both the Richens Sunset office, and Dr. Jed Lister, as an "OPHTHALMOLOGIST" and a "SPECIALIST." Richens own website shows Dr. Lister is an OPTOMETRIST (which is a primary care doc for vision) - NOT an MD, NOT an "OPHTHALMOLOGIST" or a "SPECIALIST." In fact, the front desk told me that Dr. Lister is the only doc in that Sunset office - no OPHTHALMOLOGISTS there. After this, in a final desperate attempt to justify the up-coding, "Dar" tried to make a big deal out of Dr. Lister noticing I had mild cataracts. Well, of course. That's one of the many things an OPTOMETRIST is SUPPOSED to look for during a ROUTINE exam (along with glaucoma and macular degeneration). But there was no referral to an OPHTHALMOLOGIST for treatment. Likewise, all 4 of my other OPTOMETRISTS in the past 11 years observed the same cataracts, but none tried to get "extra credit" for noticing it, and all billed insurance honestly, using the correct code, resulting in $0 copay. "Dar" refused to correct the billing, ruling out the possibility of another "honest mistake," and went on to confess, "WE BILL LIKE THIS EVERY SINGLE DAY." Wow, so it's not a "one-off," but something that gets past a lot of patients who aren't experts on billing codes. She then threatened collection action, and encouraged me to "go ahead" (and leave bad reviews). So, here you go. I really don't blame "Dar," since she was certainly trained to do exactly as she has done, and say what she has said. End note: Of course, if Richens and Dr. Lister want to insist he performed a more advanced exam (99204) instead of, or in addition to, what I came in for (92004 or S0620), then he did so WITHOUT MY INFORMED CONSENT. Now that's a more serious matter. read more

My appt was at 8:15 and is 9am and they are still not calling me They book 3 people for one appt and then there is always a wait because there is only one person doing the exam for 3 persons in 15 min it seems! Ridiculous! read more

FYI for anyone disparaged or ignored by billing staff there. Billing is not clinical and should never tell you your prognosis-Ever especially if it's unknown to the patient. Thanks for telling me I'd go blind soon-I've worried about now for months. If that happened on my watch they'd be gone Do No Harm-it's that simple Below-For review for other when it comes to this basic tenet that's disregarded by these Behemoth orgs who are detached from true client care. This is my experience and my opinion. Info:: Yes, physicians and their billing departments do have a fiduciary responsibility to their patients under the principles of medical ethics. The fiduciary duty means that they are obligated to act in the best interest of their patients, which encompasses not only the quality of medical care provided but also the financial aspects of that care. 1. **Transparency**: Physicians and billing departments should provide clear information about the costs associated with medical services, including potential out-of-pocket expenses. This transparency helps patients make informed decisions about their healthcare. 2. **Honesty in Billing**: Billing practices should accurately reflect the services provided. Ethical billing means no overcharging, undercharging, or billing for services not rendered. 3. **Confidentiality**: They also hold a responsibility to maintain patient confidentiality, which includes not disclosing any personal or financial information without patient consent. 4. **Patient Advocacy**: They should advocate for the best financial options available for patients, including helping them understand their insurance benefits and guiding them through financial hardships linked to medical care. In summary, the ethical obligations of physicians and their billing departments include ensuring that patient interests are prioritized, which inherently involves responsible and fair billing practices. read more

Great staff; top notch service ! We moved to St George a little over two years ago; they got us scheduled quickly and we had very thorough testing . I had gone back for Annual testing and it is the same great experience! read more

when it comes to your eyes, take the time and do a lot of research before picking a Doctor . I really wished I had done that and listened to other people. I cannot state that Dr. Richens has the skills or lacks the talent of a good surgeon. What I can say is there is a huge problem when it comes to scheduling appointment, waiting times for a scheduled appointment, and major billing issues where constant errors that are made by them become your responsibility to fix or they threaten you with collections. My general impression is the office workers in the front office are rude and lack any empathy or social skills to be in the healthcare business. Their main concern is collecting money with no regard to a patients well being. I cannot stress enough that there are many alternatives to this eye center and no one needs to have additional stress placed on them by the very same people that were sought for help. read more

Am very happy with the service I received. Convenient location and friendly, helpful staff.

Billing department is messed up. I was threatened to be taken to collections over a deductible. I called my insurance company and they had told me that Richens needed to resend the bill and that I had no deductible amount left to be paid. There are many great eye doctors in the area, so I'll be finding a doctor that doesn't have very rude employees working for them. read more

What out!! They don't tell you before hand that your insurance won't cover the entire cost of your yearly exam, in spite of the fact that they have many patients that carry the same insurance you do! When Richens acquired this practice from Dr. Andrus, they didn't just remodel the office, they jacked the prices way up! But you won't find this out until the bill comes. My annual checkup in the past consisted of a single billable item, now it's billed as separate items and it is MUCH MORE expensive!! Richens is definitely NOT Dr. Andrus!! read more

The two employees at the front desk were superb. My significant other was playing softball at Snow Canyon ball fields when he lost the screw in his prescription glasses. It was kind of a frantic predicament to be in but the staff was awesome. They fixed the glasses and wouldn't accept payment. I very thankful for their great customer service. Thanks! read more

I feel these guys are crooks. My tale of woe concerns glass glasses, so if you want plastic you may be o.k. But I doubt it. I had exactly the glasses I wanted, bi-focals. I had an exam, they took measurements, and sent my frames to the lab. What I got back wasn't even close to what I had shone them. The lower bi-focals were only about 3/8ths of an inch from the bottom, the distortion in the upper parts were far more than the glasses I had, plus the lab tech passed the nose pads in. These are delicate metal frames and these nose pads can't be torqued around. There was no way I was going to send my frames back. So, I asked for a refund and they said they'd send me a check. At the store (it's in a strip Mall), they told me the exam would be $70 and the glasses would be $175. I got a check for $70. Over the phone they said the exam was $175. See what I mean about crooks? read more

I have been a patient of The Richens Eye Center for six years. During that time I have seen several different doctors and am currently a patient of Dr. Shawno May. I am currently being treated for glaucoma, first came into the clinic for a retina problem which has been resolved, and had cataract surgery in both eyes several years ago. I am completely satisfied with all om my treatments. On the other hand I am completely dissatisfied with their scheduling practices.The earliest I have ever been seen is twenty minutes after my scheduled appointment. The average is probably closer to 30 - 40 minutes. Which is just the start of the process. Meeting with the doctor is usually 30 + minutes after beginning the different measuring processes. Today was the second time in the past several years that I was still waiting to be seen one hour or more after my appointment. If any organization can consistently run their business 30 to 40 minutes late they should be able to improve on that performance, possibly by better scheduling, but they should be able to improve. read more