My Eye Doctor (Formerly Shenandoah Eye Care)

Review: On July 24, 2013, I called the Staunton Office of Shenandoah Eye Care to inquire about scheduling an appointment for an eye exam and contact lens fitting. I asked if they took my insurance, which was [redacted]. I was told they did. So I scheduled an appointment for August 7, 2013 at 1:30pm as I understood them to be in my network. When I arrived for my scheduled appointment, the door to the office was locked and I had to be let in. The employee who was supposed to be behind the desk, whose name is [redacted], had stepped out. I checked in with the technician on duty instead. She handed me a form to fill out and requested my photo ID and Health Insurance card. I handed both over. I finished filling out the form and went back to the front desk to turn it in. No one was there, so I placed the filled out form in front of the main workstation and returned to the waiting room. The technician came to get me, and told me that I'd get my photo ID and insurance card back at the end of the exam as the employee who verifies benefits ([redacted]) still wasn't back. She then took me to the back and started my eye exam and contact lens fitting. At the end of my exam, while I was checking out, [redacted] had returned, and she told me that my copay was $30.00, but that my insurance didn't cover contact lenses. I immediately told her that was wrong, both the copay and that an eye exam and contact lens fitting was not covered. I called my benefits manager, to try and help clear things up. My benefits manager provided me with a number for [redacted] to call to verify my insurance benefits. And it turns out that United Health Care Vision is also an insurance company called [redacted], which Shenandoah Eye Care doesn't submit claims to. I told [redacted] I was confused, because I was told, when I initially scheduled my appointment for an eye exam and contact lens fitting, that Shenandoah Eye Care accepted [redacted] explained that they do, but for medical purposes only. (If this was the case, I should have been told this while I was trying to make an appointment for an EYE EXAM and CONTACT LENS FITTING). She asked me if I had anything medical done during my visit that day. I told her no and that my appointment was for an eye exam and contact lens fitting, which was an already known fact by the office as that is what my appointment was for. [redacted] then told me that my visit wouldn't be covered then as they were not in Network with [redacted] Vision, only with [redacted]. The whole situation became quite embarrassing for me, as I had to explain that I couldn't pay my bill while three of the employees working that day just stared at me: the technician, [redacted], and the lady who fits eyeglasses. When I walked in for the appointment, I was expecting to pay a copay of $10.00 only. Throughout my entire visit, I was under the impression that my insurance would be accepted, and that I would only have to pay a copay of $10.00. It was a very big surprise to realize that my actual bill was $313.00 and that Shenandoah Eye Care does not accept my insurance. I couldn't pay the bill right then, so left and told them to bill me. I get a phone call from [redacted] later that day. She had spoke to her manager, and told me that my total bill would be reduced to $219.00 as uninsured patients are billed less than insured ones. However, I am insured, they just were wrong in saying they take my insurance when they don't. I've made two attempts to contact the Office manager to try and clear things up and settle this between myself and Shenandoah Eye Care. I called on August 12, 2013 and left my name and number with an employee. She assured me that her manager would call me back prior to the end of the day. He did not. I called again on August 13, 2013 and left a message with their voice mail. Again, the manager did not call me back. I received a revised bill for $219.00 in the mail on August 12. Because I am not having luck getting in touch with the manager myself, I am filing a complaint with the Revdex.com. Ultimately, I feel as if Shenandoah Eye Care misrepresented themselves. During my initial phone call to set up an appointment, I asked about my insurance, because I wanted to use an in Network provider. I pay for insurance to cut down on health care costs. I would never have intentionally gone to an out of Network provider. If Shenandoah Eye Care had not misrepresented what insurance they accept and for what specific services they cover, I would have never made an appointment with them. If they had verified my insurance prior to providing me with their services, it would have come to light that they were not in network with my vision insurance, and I would have left and made an appointment at one of the other optometrist offices in Staunton that does accept my insurance. In conclusion, I don't feel as if I should be held liable for these charges, as I feel like Shenandoah Eye Care is at fault here and not me. I asked whether or not my insurance would be accepted prior to making an appointment. I was told it would be. The employee that verifies insurance was not there to verify my insurance when I got there. Services were provided to me prior to verifying my insurance, when it was made very obvious by me, that I was expecting my insurance to be billed.Desired Settlement: I don't want to be billed or held liable for anything other than what my copay should have been. Which was $10.00.

Business

Response:

To Whom it may concern: I had contacted the patient and left a voice mail with her the same day of the complaint. She phoned me back and we discussed the situation. I apologized for the delay in getting back in touch with her and explained the misunderstanding with the insurances. As a courtesy we do try to verify coverage prior to a patient's visit, but due to the number of plans we take this one was missed. I advised her of possible reimbursement through her insurance plan and told her I would check to see what we could do on our end to reduce the charges. I contacted her the next day and advised her we would waive all contact lens fitting fees ($100) and still do the fitting and follow-up visits that are covered by that charge. She thanked me for waiving the fees. [redacted] Operations Manager Shenandoah EyeCare

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Review: 2-6-15: Appointment for eye exam and ordered new glasses. Paid $434.60 (in full) with check.

2-19-15: Picked up new glasses

3-10-15: After calling [redacted] office stating new glasses gave me eyestrain, I returned to [redacted] office. Glasses were not checked for correct prescription. Options from Shenandoah Eyecare were going to cost me at least an additional $100.00.

3-10-15: Ordered new glasses on line for $47.00 (had to do something so I could see and not have headaches and eyestrain).

3-16-15: Wrote Letter to [redacted] office asking for partial refund to offset expensive product that is not useable for me.

3-20-15: Rec'd phone message from [redacted] office stating letter was received and will respond to my request within 10-14 days.

4-2-15: Called [redacted] office, left message, no call back.

4-8-15: Called [redacted] office at 1030am, left message, no call back.

4-8-15: Called [redacted] office at 1200, spoke to [redacted], was told there is "new management" and my problem will be "re-addressed".

4-8-15: Wrote letter to Dr. [redacted] in [redacted], was told he is owner, describing problem, lack of response, lack of solutions and that the business website is false, since it states SEC wants to provide highest quality eye care in Virginia, one on one attention to patients.

4-9-15: [redacted] called me and offered free eye exam. I refused as that was not helpful anymore since I purchased glasses that do not cause eyestrain. Asked for half of my money back. Was told she would get back to me.

4-22-15: Called [redacted] office, left message for Dr. [redacted].

4-24-15: Called [redacted] office, spoke to [redacted], who stated she reminded Dr. [redacted] yesterday to call me. She left message for [redacted](office administrator) to call me back.

4-24-15: [redacted] called!!! Stated she spoke to Dr. [redacted] and he will let her know how much he will refund to me next week. She stated "It's on my book for next week", assuring me she will call me back.

5-5-15: (no call last week) I called [redacted] office, spoke to [redacted] and was advised Dr. [redacted] was out all last week, but he has appointments today and she will get with him asap and will call me back.

5-5-15: "[redacted]" from [redacted] called me back. She would like to check my glasses (3 MONTHS LATER!) She offered polarized sunglasses to me, free of charge. I again stated the most helpful thing to me would be a refund on the glasses.

5-5-15 6pm: [redacted] called me. NOW states that Dr. [redacted] will not refund any money until my glasses are checked. This would make my 4th trip to Shenandoah Eye care and the recheck was never even offered until 5-5-15, well after I purchased replacement glasses that do not cause issues. I told [redacted] I was busy with other obligations but would get back to her by the 3rd week in May.

5-8-15: Received letter from Shenandoah Eye care, misstating the facts of my ordeal with them and offering 50% off a future pair of glasses, which of course will not ever happen, ever. Ever. Letter states I "declined multifocal lenses....it is impossible for these glasses to serve your up close vision needs...and will cause symptoms mentioned.." Logically thinking, it seems a PROFESSIONAL DOCTOR OR OPTICIAN should have explained this to me at time of purchase. I am not an optician, I, unfortunately, made the poor decision to use SEC and unknowingly, bought a product that I can't use, and that by this letter, it now appears that this would be common knowledge to an optician or optometrist.Desired Settlement: I have paid $89.00 for the eye exam. I have paid additional $345.60 for mid-priced glasses that I can't wear without severe eyestrain and pain. A perfect solution for me would be to return the glasses for a full refund of $345.60, but I would be satisfied with $172.80, which is more than reasonable since Dr. [redacted] generously offered 50% off my next purchase.

No one from SEC has yet to even apologize to me that they sold a product to me that is less than satisfactory. I have worn glasses for 40+ years and have never had an experience like this. The customer service is NON-EXISTENT at SEC, and I have been patient and professional in dealing with them Three months is unacceptable, and Dr. [redacted] does not seem to care, since I never get a phone call from him. They have gone back on their statement that Dr. [redacted] would make a determination of the refund amount.

Review: I had my eyeglasses done in Shenandoah EyeCare last August. I paid more than $300 for the glasses, not including insurance. The total payment of my glasses was over 400$. I have been very careful with my eye glasses, only using the professional eye glasses cloth to clean the glasses. But within the first several months, there were scratches on my eyeglasses. And less than a year, my eyeglasses are full of scratches now. I went back to the store last week. The staff at this office is VERY rude and not even a little bit friendly. They wanted me to pay another $440 to get a new pair of eyeglasses and don't care about the quality of their eyeglasses at all. I asked them what if I have a new pair of eyeglasses, it will be full of scratches again. The only thing they said is that they don’t know!!Desired Settlement: I like them to repair my eyeglasses. It's now full of scratches and affects my eyesights

Business

Response:

Good afternoonThe patient [redacted] originally made her purchase for her glasses on 8/14/2014. The glasses have scratches caused by cleaning with an abrasive cloth or with some other type of cleaning device. We can not speak for the the glasses were handled throughout the year. We would be willing to help out by offering 50% off a new pair of lens. Myeyedr has taken over the practice and is willing to help [redacted] with her glasses. Please let me know if I can do anything further.[redacted]