Complaints

• Initial Complaint

  10/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The date of the transaction occurred on 10/11/2023.The amount of money paid to the business was: ****** The business was committed to provide an eye exam and glasses fitting as agreed upon with myself as the patient. The nature of the dispute is that I declined an eye contact fitting because of the fees associated with the fitting, the eye contact fitting was conducted anyway without my consent and in return I was charged for the fitting even though I did not consent to this specific exam. The business has not tried to resolve the dispute, when I explained the dispute and tried to resolve it, the office staff laughed in response.Account is under ***************************.

  Business response

  10/19/2023

  *****************************, had an eye examination at my office on October 11, 2023 at 12:00PM. ****************** signed documentation at front desk that he would be responsible for all fees not covered under his insurance including contact lens fitting with eye exam and we provide billing of insurance as a courtesy to our patients.. ******************, told my front staff he was electing to do the contact lens fitting to obtain contact lenses with his exam. Then he told the second staff member he would think about it, during his pre examination. When in the exam room with me, I asked ****************** three times confirming he wanted to extend his contact lens prescription and order new contacts. I with his consent, refit his contact lenses and gave him a new set of contacts. We updated his contact lens prescription. He never stopped me at any point during the examination. He then proceeded to talk to my sales employee and received a quote for for purchasing contacts and glasses. He told this employee he gets paid on Friday he would then return. After an hour of leaving the office. ********************** wife called and yelled at my staff as well as his mother in law. Then he called demanded to talk to a manager. I called ****************** explained to him, you signed and confirmed with me for the upgrade contact lens exam. He was quiet as he was given a free pair of contacts after the contact lens fitting. I told Mr. ************* Professional fees are not refundable, and is posted all over my office, but I would be happy to refund his fee if he was unsatisfied this one time. I asked him how he wanted the refund, we agreed his credit card would be refunded. About an hour later, his wife called upset demanding to speak to me. I took the call, at that point she said we were rude to her husband, and I told her I spoke to him myself. There was nothing rude other than the explanation of what had occurred. She stated she wanted to be deleted out of our system and they would find a new doctor. I agreed that I would not be able to service them at this point, and it was best they find a new doctor. We received numerous calls from this wife and mother in law upset and rude to my staff. I refunded the fee that was charged with the patient's consent and signed document.  We offer patients friendly service and health care with a long term reputation in this area. I do not appreciate when patients make threats to my employees. ********************** wife threatened my employees she was going to report us to the better business bureau on multiple phone calls. Proper procedures were followed, and a resolution was sought on my part. A refund was provided which is normally not procedure. (signed documentation provided for reference above). Any further questions please do not hesitate to contact us. ***********************

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