Ashburn Eyecare Associates

To Whom It May Concern:
In response to the above complaint, the patient *** was seen in our office on 02/28/2019 for a comprehensive eye exam and a contact lens fitting. She completed all patient paperwork, including the contact lens evaluation consent. She tried numerous contact lenses on in office, as well as a special test to assist in the contact lens fitting (corneal topography). Ultimately the doctor ordered a different prescription for the patient that was not a lens we normally have in stock. The patient was notified via text on 03/12/2019 that the ordered lens had arrived and needed to come in for a fitting. She never responded to the text and her voicemail was full each time we reached out to schedule her. Despite numerous attempts to contact her over a course of several months, we received no response. She eventually contacted our office on 08/14/2019 to request her prescription for glasses and contact lenses. She was informed that the contact lens evaluation was not complete and needed to come in for the fitting to be completed in an effort to determine a final prescription. At this time I personally spoke to her several times and discussed the procedure of the fitting and she seemed to understand. She informed me that she received an explanation of benefits (EOB) from her insurance that the fitting and exam were not covered, I let her know that it indeed was not paid by her vision insurance and that it had been submitted to her medical insurance as well and coverage was similarly denied. She asked what the balance due was ($172.00) and I explained what was due. I asked her to schedule the continuation of her contact lens fitting appointment at this time and she asked if she could pay the balance at the appointment. I told her "yes" and she said she would check her schedule and call back to make the appointment. I did not speak to her again until 08/29/2019 when she called to speak to me and ask for the contact lens prescription because she chose to go to her friend's doctor. I informed her that I still could not release it as it was never finalized and thus did not exist because she never came in to complete the fitting. Further, a prescription is not released until all balances due are paid in full. She told me to just send her a bill. The next correspondence was the complaint with the Revdex.com. We have provided services to her that have not been paid. We take offense at the statement of a lack of customer service and unethical. It was more than six months since her appointment when we heard from her again. She specifically told me that she saw her friend's eye doctor because that doctor was much more convenient to her home, not that she had lost confidence. We have given her no reason to lose confidence in us and deny that accusation categorically. We have provided exceptional service to our patients for over twenty years and pride ourselves on customer service and providing the best medical care to each and every patient. This entire complaint is nothing more than an effort to recover fees rightfully billed and paid for services rendered, as well as an attempt to avoid a balance due for other services rendered that remains unpaid. I am disappointed to say the least that *** has chosen to file what amounts to a false complaint with the Revdex.com as noted above. I would still appreciate the opportunity to work things out with her directly to arrive at a mutually agreeable resolution for the balance due and the fees she has already paid, without accusations without basis in fact that are a deflection of the actual issue at hand - an unpaid balance. I am attaching her invoice from the date of service as well as her signature on the contact lens evaluation fee agreement.
Best Regards,
Misty H
District Manager
***@chantillyeyecare.com