Complaints

• Initial Complaint

  07/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  on august 2, 2023 So I called to schedule an exam but was told my insurance wouldnt cover it until October. So I said ok fine Ill wait but then the lady said hold on let me see what I can do. She then told me she can do a refraction as if this was an alternative to the free exam in October she didnt say anything about it costing $49. If I would have known I would have just waited.

  Business response

  08/19/2024

  Good afternoon. I am writing this letter in response to the complaint mentioned. I am the Office Manager and have had several discussions with ******************** regarding his appointments and insurance eligibility. Our patient engagement center (outside of our practice) and at least 1 other person from our office explained that the type of appt he wanted was not fully covered by insurance until October. These notes are documented in our system.  We have only 1 other option to perform this test (refraction) and that would be out of pocket to the patient. The patient purchased glasses the same day after his exam and had to have the refraction performed in order to have a prescription for the lenses. His entering complaint was that he had blurry vision and had had a recent surgery/injections and needed to update his glasses. It was communicated to ******************** on several occasions that this appointment type was the type not covered by his insurance at the time and he was offered to wait until October but scheduled the appointment willingly. 

  Customer response

  08/20/2024

   
  Complaint: 22055398
  
  I am rejecting this response because:
  This office manager is completely fabricating a story. Once i was informed that my insurance would not pay I clearly stated to the lady that i would rather wait the 2 months when they would pay. She then said hold on let me see what i can do as if she was doing me a favor. She didnt say what a refraction was and didnt say it would be out of pocket. This is supposed to be professional business the phone call should have been recorded. Second, i tried to speak to a manager the day of service and couldnt. Not only were the staff unprofessional but they were rude by blaming me stating "i'm sorry you misunderstood, instead of owning up to it and saying i apologize for the misunderstanding.  I havent spoken with anyone since that day and no one has attempted to reach out if you did then you should be able to produce those phone callls or emails as well. if needed i can provide video of chat support where no one has responded to my multiple complaints 
  Sincerely,
  
  *********************************

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