Complaints

• Initial Complaint

  01/19/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The clinic provided a prescription from an eye exam that was very wrong. It took time to afford the new glasses, which were received just after three months of the prescription. The exam was then found to be way off. I did not get my money back for the glasses. I notified the clinic, and apparently it was one day passed their own in-house, arbitrary, decision-making period. They have not taken responsibility for the poor exam. A prescription lasts a year, so does their responsibility. Like any job done with poor workmanship, This work does not deserve recompense. I have spoken to the clinic and they have only threatened me with exploitative collection procedures, and aggressively hung up on me. They continue to send bills.

  Business response

  02/04/2025

  To whom it may concern,

  
  We were sorry to hear this. Patient was an established patient for multiple exams prior to this exam. This incident was for 4/18/2024 for a *****************************. Previous years the patients ******************************** contributed more to their exam, so their portion was ******* April 2024, at time of visit, the patient had not met their deductible because the insurance transferred the amount of $175.61 to patient (as a deductible) and told us to write off $122.61. This is standard for the medical field as the insurance contract dictates the reimbursement amount.Unfortunately, the clinic does not decide any of this.  

  
  Patient originally called on 5/22/2024 after their appointment regarding billing issues. When we spoke with them, we explained the explanation of benefit paper we had received from their insurance with the totals mentioned above. Each patient also receives this report or something similar for each visit a patient has. For that appointment ********** wrote off some, paid some, and some was put toward the patients deductible (see above).At time of service, we collected what we knew the medical insurance wouldnt cover totaling $73.00. The insurance then transferred $175.61 toward the deductible. We explained we do our best to educate everyone on what they could owe but we would not know how much as that depends on your insurance plan and contract with your insurance company. There are hun**eds if not thousands of insurance plans, with different deductibles and out of pocket amounts. They told us that they understood but wont be coming back to us. At the time we offered to help them with the bill by writing some off as medical hardship so all they would owe is $99.90 instead of $175.61. They stated they would make payments,and we accepted.
  

  On 7/22/2024 the patient called again regarding their bill and stated that the glasses prescription received doesnt work and feels like they shouldnt have to pay for the eye exam either. We then asked if they brought their glasses in for us to check the prescription and the segment height to make sure they were made correctly, they stated they didnt get them from us and did not.When we explained our 90-day policy on that 7/22/2024 call, they were upset and said they wouldnt pay and hung up. We called and left two voicemails for a return call but never heard back, we would have checked it for the patient. We attempted on 11/21 as well.

  
  It is standard practice that after 90 days, a lab will not remake a ** redo prescription. This is why the patient did not receive money back for the glasses by the company they purchased from. They did not get them here. By law, glasses Rxs are good for one year, however that does not mean a patients glasses Rx will stay the same for that year or is in any way guaranteed to stay the same. There are many reasons a patients glasses Rx will change even as close to 3 months after an exam and that is why this is the standard. Examples of why a prescription can change: Blood sugar fluctuation, **y eye, cataracts, glaucoma, **** Blepharitis, keratoconus etc. There is more to vision than seeing well. A good exam also includes a dilated fundus examination, pupillary check, ocular motility, retinal and anterior segment exam with many more tests. All testing was documented and in place for the patient including all photos, measurements etc. We offered for patient to bring in glasses and asked if she did so.

  
  On the third attempt,12/16/2024, which was 8 months after the appointment, the patient answered but was still upset about the bill and refused to pay even though we already gave them a hardship discount and wrote off $175.61 down to $99.90. The office manager tried to call the patient back after and left a voicemail for a return call. We have not received one back.

  
  We have explained everything to the patient regarding their bill and what the insurance did. We even gave the patient a hardship discount which they agreed to make payments on. I feel we have tried in every way to help patient with their insurance and their exam. 

  Customer response

  02/05/2025

   
  Complaint: 22831710
  
  I am rejecting this response because: 1) the long history communicated is irrelevant. It is concerning a demand for payment for the last visit wherein I was given an inaccurate prescription. 2) They did not ask me to bring in the glasses to study them following the purchase order of glasses with the prescription that was incorrect. They said they could do nothing because I did not buy them there. I did not even ask them to reimburse me for the two pairs of useless glasses that I bought. I simply said their prescription was wrong. 3) Bringing them in would not have mattered  - it was an incorrect prescription. 4) I did not request a hardship refund from them. I inquired as their costs above insurance. They decided to adjust it. I found out in the next invoice they mailed me. 5) Yes, I have been their client for a few years - the previous prescriptions were accurate. 6) Finally, the office manager, in an odd ****, **** up on me after threatening collection. She insisted I was merely 'feeling' wronged. I said no, I was relaying facts concerning the faulty prescription. 7) The optometrist is a good doctor. He didn't do the exam. 
  
  Sincerely,
  
  **** ****

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