I have reviewed the response offer 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.
Regards,
[redacted]
I, [redacted], don't understand exactly how this works, BUT...today I spoke with Johnson Curran again and was told (by [redacted]) that the insurance doesn't show that it was properly filed. I was at the dr in mid-December 2016. Now, I have no idea when I'll get paid bc they just filed the insurance yesterday! They are not helpful at all!
Summary of our patient encounters: Complainant was in our Salem office on 8/9/17 for a routine eyeexam and ordered glasses and contact lenses. At this time they paid the copay for the glasses ($30) andmade a deposit on the contacts. Patient was notified when the materials arrived in the office and...
at thattime advised the staff that they would be in on 9/23 to pick them up. On 10/6 the materials were still inoffice so as a courtesy an associate called to remind the patient. Mom quickly became loud and said“my daughter is away at school and cannot pick them up”. The office manager at that time took thephone and offered to help....offered to take balance over the phone and mail glasses/contacts to thepatient. Mom declined and said they would be in on 10/20 to get. Office manager following policy,told mom that any unpaid contacts would have to be returned at the end of the month. Mom becamevery upset and the regional manager spoke to her. Mom was very aggressive and said the contacts“better be there when we come in on 10/20 to pick them up”. Regional manager assured her that allmaterials would be there and nothing would be returned until the end of the month, and then it wouldbe only the contacts that had not been paid for. Mom was very aggressive and hard to talk with as sheonly wanted to make “demands”. After repeating that all materials would still be in office until the endof the month, regional manager simply ended call by hanging up. Later that afternoon (10/6) momcame into office to pay balance and pick up materials.On 10/20/17 patient's mother called stating that patient could not see out of glasses. Glasses weremade through the patient's insurance, [redacted]. Office called [redacted] and was told that it wasout of time period to make a return. However, the office manager told the patient's mom that [redacted]would allow a remake so the doctor could see her at no charge and get the prescription corrected. Mombecame angry and loud and said they would be in tomorrow.On 10/21/17 patient and mother arrived in Salem office demanding a refund on the glasses. Once againthe office told them that their insurance would not approve a refund but offered to get patient seenagain and glasses remade at no charge. Mom then slammed the glasses down and continued to demanda refund. Office manager offered the number to [redacted] Member Services where they can makean appeal to the insurance however, they refused the number. Mother was yelling and staff feltthreatened. Staff told her they were going to call the police if she didn't calm down. She continued tobe loud until office manager dialed phone. Complainant left while phone was ringing.Ways we have offered to help patient/compainant: We have offered to see the patient again at nocharge to figure out why she is having trouble seeing out of glasses. We have offered to follow theguidelines established in our Office Policies and work with her and her insurance to get the glassesfixed. We offered her the contact information to Member Services of [redacted] to help her file anappeal to them. She has refused all of this.
Our company has made many attempts to resolve this with Ms. [redacted]. We have given her a complete refund on her materials and have told her as soon as her insurance pays for their part she will receive the remainder due to her. Insurance company's often deny claims and the claims have to be refiled. This is nothing unusual, and we have already refiled on her behalf. She doesn't want to wait to see if the insurance pays. She has repeatedly demanded a refund immediately despite several attempts at explaining to her. She doesn't want to wait and we don't know how to fix that for her.As we have stated repeatedly - once the insurance pays - any money due back to her will be refunded immediately. Her account is flagged and clearly noted for this to happen.Many associates here have explained this to her and she continues to call and email over and over again.We will do what we have told her when her insurance pays.
March 1, 2017Please find attached a copy of our patient account. We have working with since 12/16/17. As you can we have charged and given credit twice for materials. We are waiting for medicare to make payment, we will refund her any portion due at that point. Our office...
Mgr, and RegionalMgr have talked with her and explained our filing process. We want her to be satisfied and have the bill paid.When medicare this will be taken care of. [redacted] CFOJohnson Curran Opt Center PC
We have a written document on the filing of insurance for the [redacted], we have refilled and called the insurance companies (there are telephone numbers for them to call to confirm the filings) As the results from the insurance companies we do not owe a refunds on these...
accounts. If we can be of any further help please let us know. Thank you [redacted] CFO
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]
I have reviewed the response offer 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.
Regards,
[redacted]This is not the way this was handled at all. I called the Thursday before I went into the store on Saturday the 21st and was told I could get a refund as we have been through remaking the glasses over and over last year and still did not work. We had to keep glasses that my daughter still cannot see out of. I did not want to go through the same thing again so I was told that bring them back and that a refund reguest would be sent to their head office and it would be six weeks to process. I specifically asked was there going to be an issue when I got there and I was assured that there would not be. They in fact, told me the sixty days was over and they could not even remake them for me now. My daughter goes to college in NC and will not be in town until December 20th and they said the warranty is over. This office and the associates have been nothing but rude and at this point I will get an attorney if they do not refund my money as well as call the insurance company. I asked them specifically to not change the prescription but to make the glasses with the same prescription as her contacts but they never listen and think they can see out of her eyes. I am a single mother and do not like being ripped off, not once, but twice now. I asked for my daughers records including her prescription and they would not give it to me and they never offered me the number for [redacted]. These people do nothing but lie because they know they have done nothing but rip people off. The part about me saying that I would be in 9/23 to pick the glasses up is a lie. I told them when we got them, my daughter was going to college the next day and would not be back until fall break as she is a cheerleader and would not get to come home on weekends. They said they would put a note in her chart. I called every week to remind them as I kept getting reminder texts that they were in. Never have I had such a bad experience with a company and such unprofessionalism in my life. I honestly do not think they know what they are doing.
I have reviewed the response offer 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.
Regards,
[redacted]
I, [redacted], don't understand exactly how this works, BUT...today I spoke with Johnson Curran again and was told (by [redacted]) that the insurance doesn't show that it was properly filed. I was at the dr in mid-December 2016. Now, I have no idea when I'll get paid bc they just filed the insurance yesterday! They are not helpful at all!
Summary of our patient encounters: Complainant was in our Salem office on 8/9/17 for a routine eyeexam and ordered glasses and contact lenses. At this time they paid the copay for the glasses ($30) andmade a deposit on the contacts. Patient was notified when the materials arrived in the office and...
at thattime advised the staff that they would be in on 9/23 to pick them up. On 10/6 the materials were still inoffice so as a courtesy an associate called to remind the patient. Mom quickly became loud and said“my daughter is away at school and cannot pick them up”. The office manager at that time took thephone and offered to help....offered to take balance over the phone and mail glasses/contacts to thepatient. Mom declined and said they would be in on 10/20 to get. Office manager following policy,told mom that any unpaid contacts would have to be returned at the end of the month. Mom becamevery upset and the regional manager spoke to her. Mom was very aggressive and said the contacts“better be there when we come in on 10/20 to pick them up”. Regional manager assured her that allmaterials would be there and nothing would be returned until the end of the month, and then it wouldbe only the contacts that had not been paid for. Mom was very aggressive and hard to talk with as sheonly wanted to make “demands”. After repeating that all materials would still be in office until the endof the month, regional manager simply ended call by hanging up. Later that afternoon (10/6) momcame into office to pay balance and pick up materials.On 10/20/17 patient's mother called stating that patient could not see out of glasses. Glasses weremade through the patient's insurance, [redacted]. Office called [redacted] and was told that it wasout of time period to make a return. However, the office manager told the patient's mom that [redacted]would allow a remake so the doctor could see her at no charge and get the prescription corrected. Mombecame angry and loud and said they would be in tomorrow.On 10/21/17 patient and mother arrived in Salem office demanding a refund on the glasses. Once againthe office told them that their insurance would not approve a refund but offered to get patient seenagain and glasses remade at no charge. Mom then slammed the glasses down and continued to demanda refund. Office manager offered the number to [redacted] Member Services where they can makean appeal to the insurance however, they refused the number. Mother was yelling and staff feltthreatened. Staff told her they were going to call the police if she didn't calm down. She continued tobe loud until office manager dialed phone. Complainant left while phone was ringing.Ways we have offered to help patient/compainant: We have offered to see the patient again at nocharge to figure out why she is having trouble seeing out of glasses. We have offered to follow theguidelines established in our Office Policies and work with her and her insurance to get the glassesfixed. We offered her the contact information to Member Services of [redacted] to help her file anappeal to them. She has refused all of this.
Our company has made many attempts to resolve this with Ms. [redacted]. We have given her a complete refund on her materials and have told her as soon as her insurance pays for their part she will receive the remainder due to her. Insurance company's often deny claims and the claims have to be refiled. This is nothing unusual, and we have already refiled on her behalf. She doesn't want to wait to see if the insurance pays. She has repeatedly demanded a refund immediately despite several attempts at explaining to her. She doesn't want to wait and we don't know how to fix that for her.As we have stated repeatedly - once the insurance pays - any money due back to her will be refunded immediately. Her account is flagged and clearly noted for this to happen.Many associates here have explained this to her and she continues to call and email over and over again.We will do what we have told her when her insurance pays.
March 1, 2017Please find attached a copy of our patient account. We have working with since 12/16/17. As you can we have charged and given credit twice for materials. We are waiting for medicare to make payment, we will refund her any portion due at that point. Our office...
Mgr, and RegionalMgr have talked with her and explained our filing process. We want her to be satisfied and have the bill paid.When medicare this will be taken care of. [redacted] CFOJohnson Curran Opt Center PC
We have a written document on the filing of insurance for the [redacted], we have refilled and called the insurance companies (there are telephone numbers for them to call to confirm the filings) As the results from the insurance companies we do not owe a refunds on these...
accounts. If we can be of any further help please let us know. Thank you [redacted] CFO
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]
I have reviewed the response offer 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.
Regards,
[redacted]This is not the way this was handled at all. I called the Thursday before I went into the store on Saturday the 21st and was told I could get a refund as we have been through remaking the glasses over and over last year and still did not work. We had to keep glasses that my daughter still cannot see out of. I did not want to go through the same thing again so I was told that bring them back and that a refund reguest would be sent to their head office and it would be six weeks to process. I specifically asked was there going to be an issue when I got there and I was assured that there would not be. They in fact, told me the sixty days was over and they could not even remake them for me now. My daughter goes to college in NC and will not be in town until December 20th and they said the warranty is over. This office and the associates have been nothing but rude and at this point I will get an attorney if they do not refund my money as well as call the insurance company. I asked them specifically to not change the prescription but to make the glasses with the same prescription as her contacts but they never listen and think they can see out of her eyes. I am a single mother and do not like being ripped off, not once, but twice now. I asked for my daughers records including her prescription and they would not give it to me and they never offered me the number for [redacted]. These people do nothing but lie because they know they have done nothing but rip people off. The part about me saying that I would be in 9/23 to pick the glasses up is a lie. I told them when we got them, my daughter was going to college the next day and would not be back until fall break as she is a cheerleader and would not get to come home on weekends. They said they would put a note in her chart. I called every week to remind them as I kept getting reminder texts that they were in. Never have I had such a bad experience with a company and such unprofessionalism in my life. I honestly do not think they know what they are doing.