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Valley Eye Associates

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Reviews Clinic Valley Eye Associates

Valley Eye Associates Reviews (5)

We received your letter dated July 8, 2016 regarding a complaint you received against us. We take complaints very seriously, and do the proper investigation and follow up to resolve the matter in the best possible way.We have read through the complaint researched the documentation from the medical record and interviewed the Doctor and staff members who interacted with the patient. The patient came into our office on March 24, 2016 for a free Refractive Consultation with one of our Refractive Counselors. It was explained when she called the office to make the appointment on January, 27, 2016, that the appointment would be no charge, and that the patient would be seeing our Refractive Counselor who would be doing some preliminary testing, and discussing Lasik.During the Free Consultation, the patient discussed being in High School, and there was no mention of college at that time. Our Refractive Counselor asked the patient what his plans were after High School and he said "we will see what happens". At the end of the free consultation, the patient had the choice to move forward with the next step in the process, which is a Refractive Evaluation with one of our Doctors. It was made clear at the Consultation that the Evaluation would cost the patient $150.00 and would not be covered by insurance as it was an elective appointment for Lasik which is an elective procedure. The patient indicated he wanted to schedule the Evaluation and the Refractive Counselor worked with the patient to find a day and time that worked for him around his High School Schedule. Please note patients can also choose to wait, or to do nothing at allafter a free Consultation.The patient came in on May 11, 2016 for his Refractive Evaluation appointment with Dr. [redacted]. Refractive evaluations are done specifically to examine and evaluate patients for refractive surgery. Our Doctors make recommendations based on the physical examination of the eyes, as well as having an in depth conversation with the patient about their lifestyle, hobbies, and goals. They use this information to form their recommendation as to weather Refractive surgery is appropriate, and if they qualify clinically as a candidate.Refractive services are generally not covered by insurance, so our office policy is that patients pay in advance of the service. The fee for the Refractive Evaluation is $150.00. On a rare occasion we do find a self funded insurance plan that has some refractive benefits. On those occasions we do file a claim to the patient's insurance. The policy remains that patients must pay in advance though, which this patient did.At the Refractive Evaluation Dr. Rodriguez did a complete and thorough eye exam, including dilation, examination of all areas of the eye, cycloplegic refraction, and surgical measurements. This is a fairly lengthy exam as so much is evaluated. The patient was in our office for approximately 1 1/2 hours for this Evaluation.During the course of this Evaluation, the patient mentioned going to college. After taking all the information, and medical findings into account it was Dr. Rodriguez's recommendation that the patient was a candidate for Lasik surgery and could have it done, but that he could wait 3-4 years before having it as there could be changes in vision for individuals who spend a large amount of time reading. The patient received the service he paid for, which was to get an eye exam and a Doctors recommendation on Lasik.After the Evaluation on May 11 , 2016 with Dr. Rodriguez, there were numerous phone calls to our office by the patient's mother, and several staff members became involved. There was some confusion within our office as so many people were involved, so we do apologize if Ms. Rasmussen felt she was being ignored. Had I spoken to Ms. Rasmussen before receiving the letter from your office, I would have told her what I stated above.Sincerely,[redacted]
Administrator of Business Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I've read over the last response and very confused as some of the information is correct and some not so much. When my son [redacted] came in for his free Refractive Consultation with your rep, like I stated before we did discuss his COLLEGE schedule (not high school). We had a hard time even making the 2nd appointment due to his schedule up in Steven Point and your rep was well aware that he was in college as we discussed college life etc.  I feel at that time we should have been told our son should wait until he is out of college as it might not work, not AFTER we paid the $150.00 and wasted EVERYONE'S time. Why would I put someone through a process if it MIGHT not work and then have to go through it AGAIN? If we would have been told on your FREE Refractive Consultation that we would have NEVER been back the 2nd time and would have waited.
Regards,
[redacted]

[redacted]This review is not related to their customer service, only the service provided. Their customer service was fine for both our procedures.[redacted]
My husband got LASIK 2 years ago with Dr V[redacted]. I've also had the LASIK procedure, about 6 years ago, I had a good experience and my eyes are fine. However, after paying another $4,000 for my husband to have it done, he seriously regrets it. One of his eyes has been permanently blurry and extremely dry now. He has to take prescription eye drops multiple times a day with no relief, and we spent over $1,000 on a dry-eye procedure that did nothing to help. He's talking about needing glasses again! Horrible experience for him. He did not have dry eyes before this procedure, and they do a dry eye test as part of the eval to see if you are even a candidate for surgery.
Dr V[redacted]'s office can't do anything for us. My husband said they had an issue cutting the flap on that eye and he's thinking something must have gone wrong during the procedure. After spending thousands trying to fix this, they won't even cover the cost of him coming back for another evaluation to see if it can be fixed. Not happy his eye is permanently messed up in his 20's.

I would recommend that you ask about all charges before going to Valley Eye Associates. I ended up with a bill for $279 for a routine eye exam that insurance would not cover for my son. $279 for an eye exam! They would rather squeeze that money out of me than have my repeat business. That says a lot about the value they place on their customer service. Shame on you Valley Eye Associates.

I had eye surgery done at Valley Eye Associate and would NEVER recommend them to you. It was the worse customer service I have ever received. I got NO answers after my eye surgery the nurse told me I am sorry I was not in the operating room and can't answer your questions. I never saw [redacted] the day of my surgery. When I asked to talk to [redacted] I was told he was gone because I was his last case of the day. It wasn't until the next day I found out I had 10 stitches in my eye. [redacted] treats you like an assemble line. The nurse called [redacted] because she couldn't read his writting and was told she needed to get her eye tested.

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Description: Clinics

Address: 21 Park Pl, Appleton, Wisconsin, United States, 54915

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