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Virginia Eye Institute

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Virginia Eye Institute Reviews (7)

Left after 1 hour and 15 minutes waiting in exam room
My Mom had an appointment for Botox at 4p on March 16, 2022 at Aesthetic Center. We have been having these shots due to an eye condition for 5+ years. We arrived at the office at 350p, checked in and paid copay. We were called into the exam room around 4p. By 410p, the nurse left the exam room after completing the information, saying the doctor will be right in. At approx. 445p, a nurse came into the office to grab some supplies and said the "Dr is with held up with another patient and he will be right in". As she was exiting the room, another nurse came in to put the needle and Botox on the tray. She mentioned to me that it was ok for me to sit, since I was standing. I replied "I would rather stand, since I we have been waiting for 45 minutes already". She mumbled something under her breath and walked out. At 515p, my mom and I walked out of the exam room to leave. We never received the Botox injections but their records show that the Botox was administered. It was extremely disrespectful to leave an 82 year old, in a room, on an uncomfortable chair for an hour. It was extremely disrespectful for an 82 year old never to be checked on or show any concern. When we left at 515p and walked down the hall, there was no one around, however I could hear the doctor talking in another room. When we went into the lobby, there were two employees standing behind the desk. They looked very shocked that we were there, and one said "Have a nice evening". I turned and said, "I hope you don't bill us, since we have been waiting for the doctor in the room and he never came in", and walked out. She never responded and on Friday (two days later) I have yet to hear from the doctor's office.

Lack of Integrity
I have been a patient of Dr. Cooper's for over 20 years. He and his staff have always provided professional and personalized care. I had a very bad experience a few years ago. I was wearing contacts. While at the gym, I developed excruciating pain in my eye and I was not able to focus my eyes. When I looked at my eye in the mirror, I could not find my contact, but remained in severe pain. I contacted the ophthalmologist on call who refused to see me and told me to come in the next day. He did not appreciate the severity of my pain. I had to go to the ER., where under conscious sedation, the contact was removed from the back of my eye and I was treated for a corneal abrasion. I thought this was just a fluke.

Dr. Cooper has retired and I went in today for an eye examination with Dr. Tucker. He was kind, courteous and made me aware of some new findings. I know the technicians and front line staff there well, and as usual, they were personalbe and caring. I got glasses there about three years ago and it cost me close to $1000.00--they only offer designer frames. I indicated to Dr. Cooper and the technician that I wanted to purchase my glasses elsewhere and asked to be provided with my pupillary distance. Both assured me that this could be done in the optometry department. I walked over and the was a woman who was free. I asked her if she could check my pupillary distance and she let out a sigh like I had requested her left kidney. She then told me it would be a $50 charge (it might take 30 seconds for her to do this) and that I would have to wait--there was no one else there. She then berated me for not purchasing my glasses there. It was rude, disrespectful and unprofessional. Perhaps she does not realize that everyone at VEI is reflective of the practice, and from her perspective, the most important customer is the bottom line. I will not be returning to VEI. There are many ophthalmologists in Richmond and considering my age, income, career status and station in life, I do not have to or need to put up with condescending behavior.

Dear Sir or Madam: The purpose of this letter is to respond to the complaint filed on Revdex.com Case # [redacted] As your letter to us states, the patient’s complaint revolves around a $charge assessed on his visit to Virginia Eye Institute on October 25, It is our contention that there is a misunderstanding involving how various services are categorized by the patient’s insuranceThe source of the $fee assessed was a procedure known as a refraction The refraction tests an individual’s ability to see an object at a specific distance, by trying to read letters or symbols while looking through lenses of differing strengths Because Medicare considers refractions to be a routine service, they do not approve it and consider it a non-covered service, and therefore the patient is responsible for any non-covered service Consequently, the Medicare Advantage plans follow Medicare guidelines and also do not cover the service The patient’s insurance is [redacted] , which is one of those plans that follow these Medicare guidelines The patient’s claim that his eye exam is covered by his insurance is completely accurate, as [redacted] adjudicated the claim and we received payment on November 1, However, as the refraction is not considered a covered service, we received payment for the exam, but not for the refraction, which is the patient’s responsibility As this is our understanding of how the claims will be processed, we collect the $fee in advance of the service, and it is this action and any disagreement with our policy that must have spurred the patient’s complaint being filed with the Revdex.com The eye exam and refraction are considered separate services by insurances such as the patient’s, and are adjudicated accordingly The patient’s e-mail to our company references a discussion he had with [redacted] , who seem to have told him that Eyemed vision insurance should have been billed for the refraction However, there is a conflict with the information he was given The claims could not have been processed through both his major medical insurance and his vision plan, and due to his history of cataract surgery, the diagnosis code for his exam predicated the need to file to his major medical coverage in order for the exam to be paid We attempted to call the patient at approximately 4:p.mon October 25th in response to his e-mail, but could not reach him, and left a voicemail explaining the insurance information, with the phone number to our Patient Accounting department should he have further questions Additionally, since the phone call did not reach him directly, he was sent an e-mail with our explanation of the insurance information Unless the patient filed his complaint within several hours of being seen, he received contact through two mediums attempting to address the issue, and offering an opportunity to speak about the situation further if he chose to do so

On 01/ 12/ 16, I was treated very rudely by an employee of the Virginia Eye Institute on Iron Bridge Road It was quite obvious that the employee only wanted the money My expensive frames that I bought from them Oct broke and the smart lady said the warranty was up and I would have to pay $ to get them fixed She then ordered the piece I was called days later and when I went in to have the frames repaired, she instructed another employee to get the payment before I got my glasses Did she think I was going to walk out without paying Virginia Eye Institute desperately needs to teach that woman customer service ***

Dear Sir or Madam:
">The purpose of this letter is to respond to the complaint filed on Revdex.com Case #***. As your letter to us states, the patient’s complaint revolves around a $charge assessed on his visit to Virginia Eye Institute on October 25, 2016. It is our contention that there is a misunderstanding involving how various services are categorized by the patient’s insurance
The source of the $fee assessed was a procedure known as a refraction. The refraction tests an individual’s ability to see an object at a specific distance, by trying to read letters or symbols while looking through lenses of differing strengths. Because Medicare considers refractions to be a routine service, they do not approve it and consider it a non-covered service, and therefore the patient is responsible for any non-covered service. Consequently, the Medicare Advantage plans follow Medicare guidelines and also do not cover the service. The patient’s insurance is *** *** ***, which is one of those plans that follow these Medicare guidelines.
The patient’s claim that his eye exam is covered by his insurance is completely accurate, as *** *** *** adjudicated the claim and we received payment on November 1, 2016. However, as the refraction is not considered a covered service, we received payment for the exam, but not for the refraction, which is the patient’s responsibility. As this is our understanding of how the claims will be processed, we collect the $fee in advance of the service, and it is this action and any disagreement with our policy that must have spurred the patient’s complaint being filed with the Revdex.com. The eye exam and refraction are considered separate services by insurances such as the patient’s, and are adjudicated accordingly.
The patient’s e-mail to our company references a discussion he had with *** *** ***, who seem to have told him that Eyemed vision insurance should have been billed for the refraction. However, there is a conflict with the information he was given. The claims could not have been processed through both his major medical insurance and his vision plan, and due to his history of cataract surgery, the diagnosis code for his exam predicated the need to file to his major medical coverage in order for the exam to be paid. We attempted to call the patient at approximately 4:p.m. on October 25th in response to his e-mail, but could not reach him, and left a voicemail explaining the insurance information, with the phone number to our Patient Accounting department should he have further questions. Additionally, since the phone call did not reach him directly, he was sent an e-mail with our explanation of the insurance information. Unless the patient filed his complaint within several hours of being seen, he received contact through two mediums attempting to address the issue, and offering an opportunity to speak about the situation further if he chose to do so

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
The company's reply does not resolve the issue. The reply states that" ... the refraction is not considered a covered service". This is patently untrue. My [redacted] Gold insurance provides for Supplemental Vision Benefit including inter alia one routine eye exam per calendar year including refraction. My insurance provides that there will be no charge if the exam is at an EyeMed Select Network optical provider. I am advised that the company--Virginia Eye lnstitute--is an EyeMed Select Network optical provider, and their eye exam including the refraction should have been provided for $0--not $40.

On 01/ 12/ 16, I was treated very rudely by an employee of the Virginia Eye Institute on Iron Bridge Road. It was quite obvious that the employee only wanted the money. My expensive frames that I bought from them Oct 2014 broke and the smart lady said the warranty was up and I would have to pay $125.00 to get them fixed. She then ordered the piece. I was called 5 days later and when I went in to have the frames repaired, she instructed another employee to get the payment before I got my glasses. Did she think I was going to walk out without paying. Virginia Eye Institute desperately needs to teach that woman customer service. [redacted]

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Description: Physicians - Specialists

Address: 12820 Shore Drive, Solon, Ohio, United States, 33410

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