Opticare Eye Health Centers, Inc.

October 8,
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From: [redacted]
Field Support Manager
OptiCare Eye Health and Vision Centers
Re: Complaint ID [redacted]
Dear [redacted],
The office manager for our New Haven office made two calls on
Monday, October 6, to [redacted], which is [redacted] Vision Care
Insurance Company, regarding this matter.
[redacted] representatives [redacted] and [redacted], respectively on each of those
calls, advised her that the claim was billed and paid correctly, and that the
patient was responsible for the $which he paid. [redacted]'s records included their call to our
New Haven office on July 12, to review the claim, at which time we were
informed by them that the claim had been both billed and paid correctly, and
the patient was in fact responsible for the balance
Since there have been problems and confusion with this
insurer in the past, the office manager took the liberty to call [redacted] again
on Tuesday, October 7, to get yet another clarification of the information
they provided so that we could respond again to [redacted] complaint. She spoke with [redacted], another
representative, who discovered an error in the claim. [redacted] informed OptiCare they will correct
the claim, and the office manager has submitted a request for a refund for $
to [redacted].
The manager has left phone messages for [redacted] on
October 7, explaining the latest information provided to us by [redacted]
I regret the inconvenience to [redacted] in this
matter. Our office acted on the
information we received from the insurer, [redacted], but I am happy to report
that the claim has been corrected and [redacted] refund is forthcoming

Dear Revdex.com
I was told today 2/12/14. That my glasses are ready to be picked up.
New;">At this point that is all I can ask for. If their are any further issue I will contact you.
 
Thank you.
[redacted].

The Revdex.com
RE:  #[redacted]
To whom it may concern:
Upon speaking with [redacted]...

[redacted], we agreed on a solution and the patient is very happy.Should you have any additional questions or concerns, please do not hesitate to contact me.
Sincerely,
[redacted]
Field Support Manager
OptiCare Eye Health
[redacted]

Review: Pertaining to eye glasses. My antique gold frame (family heirloom) that I brought in for lens replacement have not been returned to me to date 2/12/14.Opticare has had them since 1/18/14. Every time I call or visit (many times now) I get excuses. I called on 2/14/14 and demanded them returned regardless of what stage of lens replacement they are in. I was told they would be ready for pick up on 2/13/14. However I have my doubts and want to take the matter to you. At the time I brought these frames in for lens replacement (1/18/14), I had purchased a new pair of glasses that where ready and picked up on 2/1/14. The transaction was paid in full $962.80 on 1/18/14 for both pair.Desired Settlement: I want them returned immediately, to me they are priceless.

Consumer

Response:

Dear Revdex.com

I was told today 2/12/14. That my glasses are ready to be picked up.

Review: On 7/16/2014, I went for the first time to OptiCare for my yearly eye checkup and for contacts. After the appointment, I was charged $162.00, for my two boxes of contracts and a "fitting fee." Usually, at my previous eye doctor, the entire appointment and all contacts cost the price of merely co pay, so I called my benefits company [redacted] to see if my benefits had changed. The service rep I spoke to seemed astonished at the price, and suggested it was a billing error on OptiCare's part, as my plan had not changed, and my contacts and the fitting fee are covered. She suggested that OptiCare may have charged me either an Out-of-network rate (they're in my network) or a retail store rate. She said once the claim went through, this would be considered a physician overcharge and I'd be refunded. Weeks later, I heard nothing and called again. [redacted] seemed surprised that OptiCare had neglected to call me, and that they should have a refund for me. I went in person the next day to OptiCare and a lady behind the counter said it was "noted in my file" and I'd be contacted when it "goes through." Weeks went by, and I called OptiCare. A lady told me no one who could help me with this issue was present, and said she referred me to "corporate in Waterbury," saying someone from there would contact me. That was in August. I still have not received my refund, and I'd just like to receive it asap so I can go back to my old eye doctor.Desired Settlement: I'd like my refund minus the co pay, which I am entitled to per my benefits plan, of $142.

Business

Response:

October 8, 2014

Review: Hello, My name is [redacted] and I have been going to Opticare at the [redacted]. location for almost three years now and recently have been extremely disappointed with the way I have been treated. Back in May of 2015, I bought a pair of [redacted] glasses which costed me over $300 and I asked the man working named [redacted] if they would fit me once I get them before I ended up spending money because I realized the arm on them was way too long and he said yes. Then back at the middle of may I was not able to pick up my glasses so I had someone else pick them up for me so they were not sitting at the office. About two weeks later I picked up my glasses and realized they did not fit at all and in the time frame I was not able to go back to Opticare to have them exchanged since I just started working a full time job and my grandma was not encountering serious [redacted] problems. I am a college student who lives with my grandmother and have no other family. Finally, this week, my grandmother got out of the hospital and I was able to go to Opticare to hopefully get my glasses exchanged since they do not fit me at all. I talked to the office manager, Lisa C[redacted], at the [redacted] OptiCare and she was extremely rude and treated me with such disrespect. I could tell that she did not care that I was going through a rough time and she had the attitude that she did not want to help me at all. She kept telling me that my glasses were fine and I could tell she was getting annoyed with me. Even my eye doctor said the glasses do not look like they fit me at all and that is probably the reason why I am getting headaches and she wishes there was something she could do. I know Lisa did not even try to help me with my problem, all she kept saying it was past the 30 days even though I explained to her my situation, she seemed like she could not care and that I was not worth her time. I have never been treated with such disrespect before and it makes me question if I should even stay with OptiCare. I spent $300 on glasses that do not fit me and Lisa was not even willing to help me. All I would like to do is exchange my glasses for a different pair that will fit my face better. Can you please let me know if there is something OptiCare can do for me?

Thank you,

[redacted]Desired Settlement: I would like to exchange my glasses that do not fit for a new pair.

Business

Response:

The Revdex.comRE: #[redacted]To whom it may concern:Upon speaking with [redacted], we agreed on a solution and the patient is very happy.Should you have any additional questions or concerns, please do not hesitate to contact me.Sincerely,[redacted]Field Support ManagerOptiCare Eye Health[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I am extremely happy with the result that Carol and I discussed and I was able to exchange my glasses! I am a very happy customer and have Carol to thank for that!

Sincerely,