Black Rock Vision Center

I had called in July or August of to cancel my membership due to me being at college they said they would just cancel it over the phone and I said thank you but then a month later I had the membership fee come out of my account in which I called and they informed me that a manger would call me, after being told a manger would call me for months I talked to a lady on the phone who told me they don’t cancel memberships over the phone and I would need to come in or send a letterAt this point I was negative in my account and charged a fee due to them giving me the wrong information and not taking notes on my behalfI informed the lady that I am and a half hours away for school and will not be able to come in to cancel nor did I have the money to even buy a stamp due to them taking out a bill I was not accounting forThis continued for another month before today I drove up to indy a and a half hour drive to get a refund and cancel my account when they informed me they would n

Complaint03Dec2014 I had my eye examination and together with my glasses, I was told, my bill was $189.00. This seemed reasonable as I have two eye insurances - [redacted] and [redacted]The next day I got a phone call and a message was left that they had made a mistake and I owed another $145.00.Even though this had never happened with my previous eye doctor (same location) when I picked up my glasses I paid the extra $145.00.20Mar2015, more than 3 months later I received a bill for $155.00. 23Mar2015, I saw Black Rock employees and asked for a copy of the bill (so I could deal with my insurance and get them to pay) and they refused. They would only give me a summary and an [redacted] vision benefit summary and [redacted] patient record report. The [redacted] vision benefit record clearly reads NO deductible yet Black Rock still sends me a bill reading [redacted] applied benefits to deductible.10Apr2015 I received another bill, which showed an insurance payment (I never received a copy for the insurance) now with a balance of $70.87 - WHICH INCLUDED A FINANCE CHARGE, even though they are billing be 4 months later for their error.Three different bills/mistakes from Black Rock Vision, and their refusal to give me written information appears to be some kind of fraud - insurance or otherwise.I was reasonable and paid once for their mistakes but I refuse to do so again and again.I have referred this matter to the Nevada Attorney General also, but I have not yet followed up on their recommendations to report to the State of Nevada Division of Insurance and Board of Medical Examiners. Nor have I contacted an attorney, YET.Product_Or_Service: eye glassesDesired SettlementBlack Rock should discontinue billing me for fraudulent amounts and their mistakes.Business Response Dear [redacted],My name is [redacted] and I am the business manager at Black Rock Vision Center. Thank you for bringing this matter to my attention as this is the first I have heard of it. I will investigate immediately and do all in my power to resolve the issue or answer any questions you have. At Black Rock Vision Center we strive to provide the utmost in quality care and honest dealings with our patients and I look forward to resolving this matter with you.Sincere;y,[redacted]Business ManagerConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)[redacted] writes that this is the first she has heard of this matter yet twice it has been sent by the Revdex.com and once I spoke to the office staff.Again I have been told 4 different amounts so three times Black Rock Vision has made errors. I will not be paying for their errors again and again.No resolution has been offered and no investigation has been done otherwise [redacted] would have already closed this case.If any proof exists that I owe anything more to Black Rock Vision, I have not been shown this.Final Business Response Dear Sir,On behalf of [redacted] and the staff at Black Rock Vision Center, I would like to apologize for the events that have led you to file a complaint against us with the Revdex.com. After further investigation I have in fact discovered several errors that were made by our staff that led to billing you incorrectly.1) The optician who originally worked with you on the day of your exam was new in his position and incorrectly added the total cost for your frame and lenses and misread the coordination of your two insurance benefits. 2) Our office manager caught the mistake and corrected his math error which resulted in the additional $145.00 charge to you. Unfortunately, at the same time, she misunderstood your [redacted] benefits to read that you were not eligible at that time for a new frame, when you in fact had a $75.00 frame benefit available to you. As a result, when your [redacted] policy was billed, she only submitted for your exam and lenses and did not submit for your frame.3) The bill you received on 20 March 2015 for $155.00 was mailed before we received payment from [redacted] and was therefore sent prematurely. We finally received a payment for $84.13 from [redacted] on 6 April 2015 and your account was credited accordingly. Again, because we had not submitted to [redacted] for your frame, your account showed a balance of $70.87 remaining and you were sent another statement at that time. I hope you will be pleased to know that you are correct and you do not owe anything additional for your glasses. Also, we have not and will not submit to [redacted] for your frame. This means that your $75.00 frame benefit remains intact should you wish to use it.While we accept full responsibility for these mistakes, please know that we strive for excellence in all areas of our practice and a mistake like this is extremely rare. Our office manager, Shawn, and billing manager, Tanya have been here many years and do an extraordinary job in their respective positions. We hope you will give us another chance to prove that we can provide you the best eye care there is from your time with the doctor to your experience in the optical and beyond. We have checks and balances in place to attempt to avoid events like this from occurring, and I have initiated additional measures to prevent similar mistakes from happening again.Please contact me at any time if I can be of further assistance in answering your questions or if you have any additional feedback for how we can improve.Warmest Regards,[redacted]Business Manager, Black Rock Vision CenterFinal Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)[redacted] at Black Rock Vision resolved the issue by stating I do not owe anything further which was as I requested for a desired settlement of a billing adjustment.