Blacksburg Eye Associates

Thank you for the opportunity to review a recent complaint and provide an opportunity to respond***
*** has been a patient at our office previously in and Last year (2013) when she was seen, she
refused to pay for services rendered, even though agreed upon fees were presented
and paperwork was signed
acknowledging the appropriate feesIt should be noted, these fees are our usual and customary fees that all
patients are charged, and in fact we have to charge, according to our agreement with her insurance company
Last year she refused to pay the charges, reporting that she was never informedAfter providing information and
proof (her signature) that she was informed of our fees and practices, she still was upset and resistantWe
documented many interactions last year about this overdue account, before paying it off for her, including many
instances of inappropriate behavior including her even hanging up the phone on our staffAs an act of good faith,
we agreed to waive the fees (and actually 'paid' the copay our self)We informed her to help clear up any
confusion, we would pay her portion that year (2013), but that was a one-time courtesy, and that after that event
(next year), she would be responsible for all of the appropriate insurance copays, cost-shares, etc
When she returned this year, we reviewed these facts ahead of time, and she agreedUpon completion of the
exam, she told us she was not prepared to pay, and she wanted her prescriptions, etcWe informed her that her
contact lens fitting was not covered by insurance (like the previous years), and that her discounted portion was
XXX amountShe reported that she was only prepared to pay for her exam copay, but not pay for the contact lens
refitWe told her when she came to pick up her diagnostic contact lenses, she would need to pay that balance;
she agreed and got a copy of her statement with balance
She called back, much like the year before, rude and inappropriate, demanding that we write off her balance
again, because we did the year beforeWe explained that it was all documented previously, and we were very
careful to explain everything up front this timeWe cannot and will not continue to write off bills for services
agreed upon and already rendered
Of interest, this week the customer came in and apologized for her behavior and paid her bill in fullWe were
happy to complete the prescription, and she left apologetic and happyl'm guessing that she filed this complaint
before coming in to apologize
Either way, the issue seems much resolved-she paid her the usual and customary bill (as decided by her
insurance, not us), and she got her prescription
Let me know if I can provide any further documentation or information
Cordially,
*** M ***, OD, FAAO

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I do have credit card receipts and my husband's bank account statements that proof Blacksburg eye response is inaccurate, 2012-I was not happy about the convoluted bill but I did paid for all the charges when I pickup my contact lenses
This time I did apologized after the insurance company explained ALL the coverage and fees, which at the time of my visit the cashier was Not sure about all the charges and fees, and I did requested to see, but cashier was not trained to show me the charges and fees
Of ALL my visits to Blacksburg eye office -There was not waving off fees - or late fees- , I did Paid for everything and I have proofMr *** comments are false. ]
Regards,
*** ***