Chang Eye Group

I am an ABO certified optician and the optical manager for Chang Eye GroupMy staff and I havecollectively over years of experience fining patients with eyeglasses and contact lensesWe have allchosen to work in private practice as opposed to chain stores because we care less about sales andmore about helping our patients to seeTo this end we are always willing to bend over backwards to fita patient with the appropriate lenses and take care of their vision needs.This patient first purchased his eyeglasses from us at our Ellwood City office in June of In Januaryof he returned to that office complaining about scratches on his lenses so our Optician offered tohave new lenses made for him under his lens warrantyGenerally these lenses can be edged to fit in thepatient’s frame based on the archived lens shape at the lab so the patient does not need to be withouthis glasses.We ordered his lenses and received them back in about a week and after checking the accuracy of theprescription, sent them to Ellwood CityThe office manager there called the patient and when hestopped in, attempted to replace the lenses into his frameShe was unable to do so because the lenseswere cut too large for the frameThe patient said that he could not be with out his glasses so we calledthe frame manufacturer to order another frame to be sent to the lab for tracingThis was to be done atour expenseUnfortunately the frame was no longer available from the manufacturerNext weordered a plastic lens template the shape of the lens for his frame and sent that to the lab to have themcut another set of lensesAgain we checked the Rx and sent the lens to Ellwood City, and again they didnot fitWe are to the point where we are unable to help him unless he gives up his frame so we cansend it to the lab to have the lenses edged and properly fitted for his frameThere is no other way tocut the lens to fit in his frame unless we physically have his frame.He originally spent $out of pocket for the original pair of glassesWe have now spent well overthat amount to honor his warranty and to make him happy with his purchasePlease reference theenclosed warranty that states that a patient’s “frame must be returned to the lab for processing”Thiscan all be solved if he would just let us have his frame to send to the optical lab for proper fitting and edging.Although the patient has told us he has safety glasses to wear, he is unwilling to give us his frameThiswould take only a few days as our lab is in PittsburghWe have even offered to let him know what daysour staff is traveling between offices to minimize the time he would need to be without itWe havedone all we can for the patientWe have exhausted all of the optionsHe may be unhappy but thatdoes not change the physical reality that the frame is needed in order to accurately cut lenses for him.We are still happy to send his frame whenever he is willing to provide it to usIf I can provide you withany additional information please call me at [redacted] .Thank you for your concern,Patricia K [redacted] , ABOC

Thank you for your letter of June 3, outlining the complai4t lodged against our practice.We are truly sony that this customer feels she was mistreated by our employee, as we strive forexcellence in customer serviceThe details of this incident are as follows:The customer did visit our practice
and did choose a pair of *** frames in which she wantedto have *** ***.Our optician DID tell her that she believed the lenses would be 4veredHowever, that being said,all patients who leave our office leave with a printed document stating clearly that all prices areESTIMATES and we will not know FOR SURE that something is covered until we actually submitthe claimOur practice accepts over different insurances it is impossible for our stair toknow the nuances ol’ each oneFor that reason, we make it very clear on all of our paperworkprovided to the patient when ordering that all costs are estimatesIt is always a patient’sresponsibility to pay all fees not covered by insurance, without exception.Once the claim was submitted and denied, Our optician notified the patient immediatelySheexplained that the *** *** were not covered and that would be an additional $105owed for the lensesWe are contractually obligated to charge all payments set forth by insurancecompaniesWe are unable to waive these fees for any customer [because it has to be the same forall customers who have this insuranceThis is the law.Our optician offered to let her return the entire purchase for a [full refund and have her benefitreinstated so she could choose something else with a smaller cop~ymeatThe patient did not wishto return the glasses and she stated that she would contact her insurance company to discuss thedenial.The insurance company notified us that the patient had called and that they agreed to reimbursethe patient half of the money for the co-paymentThis arrangement was between the insurancecompany and the patientIt did not remove our contractual obqgation to collect the copayment,We were still obligated per our agreement with the insurance company to collect $from this patient if she chose to keep those lensesOur contracts with ir4urance companies are very solidand we do not violate those for any reason or we could lose the tontract.Our optician waited approximately days after receiving notification from the insurancecompany that the check was sent to the patient Since she had not heard back from the patient shecontacted the patient requesting the paymentThe patient did pay us the $at this point but wasupset that we had asked for the money.I realize this is a complicated matterOur goal is never to upset a customerIf we make exceptionson a copayment for one customer we would have to be willing to do it for all of our customers.Therefore, we do not make these exceptions.The client would like an apology and I truly do offer thatAt no time do I want a customer feelingthat she was treated rudelyThat is never our intent and we all apologize if she felt this way.She also would like a $refundWe are not able to grant a refund to this patient for the copayment as doing so would put us in direct violation of our contjact with the insurance company,

Thank you for your letter of June 3, 2015 outlining the complai4t lodged against our practice.We are truly sony that this customer feels she was mistreated by our employee, as we strive forexcellence in customer service. The details of this incident are as follows:The customer did...

visit our practice and did choose a pair of [redacted] frames in which she wantedto have [redacted].Our optician DID tell her that she believed the lenses would be 4vered. However, that being said,all patients who leave our office leave with a printed document stating clearly that all prices areESTIMATES and we will not know FOR SURE that something is covered until we actually submitthe claim. Our practice accepts over 100 different insurances  it is impossible for our stair toknow the nuances ol’ each one. For that reason, we make it very clear on all of our paperworkprovided to the patient when ordering that all costs are estimates. It is always a patient’sresponsibility to pay all fees not covered by insurance, without exception.Once the claim was submitted and denied, Our optician notified the patient immediately. Sheexplained that the [redacted] were not covered and that  would be an additional $105owed for the lenses. We are contractually obligated to charge all payments set forth by insurancecompanies. We are unable to waive these fees for any customer [because it has to be the same forall customers who have this insurance. This is the law.Our optician offered to let her return the entire purchase for a [full refund and have her benefitreinstated so she could choose something else with a smaller cop~ymeat. The patient did not wishto return the glasses and she stated that she would contact her insurance company to discuss thedenial.The insurance company notified us that the patient had called and that they agreed to reimbursethe patient half of the money for the co-payment. This arrangement was between the insurancecompany and the patient. It did not remove our contractual obqgation to collect the copayment,We were still obligated per our agreement with the insurance company to collect $105 from this patient if she chose to keep those lenses. Our contracts with ir4urance companies are very solidand we do not violate those for any reason or we could lose the tontract.Our optician waited approximately 18 days after receiving notification from the insurancecompany that the check was sent to the patient Since she had not heard back from the patient shecontacted the patient requesting the payment. The patient did pay us the $105 at this point but wasupset that we had asked for the money.I realize this is a complicated matter. Our goal is never to upset a customer. If we make exceptionson a copayment for one customer we would have to be willing to do it for all of our customers.Therefore, we do not make these exceptions.The client would like an apology and I truly do offer that. At no time do I want a customer feelingthat she was treated rudely. That is never our intent and we all apologize if she felt this way.She also would like a $105 refund. We are not able to grant a refund to this patient for the copayment as doing so would put us in direct violation of our contjact with the insurance company,

I am an ABO certified optician and the optical manager for Chang Eye Group. My staff and I havecollectively over 60 years of experience fining patients with eyeglasses and contact lenses. We have allchosen to work in private practice as opposed to chain stores because we care less about sales...

andmore about helping our patients to see. To this end we are always willing to bend over backwards to fita patient with the appropriate lenses and take care of their vision needs.This patient first purchased his eyeglasses from us at our Ellwood City office in June of 2015. In Januaryof 2016 he returned to that office complaining about scratches on his lenses so our Optician offered tohave new lenses made for him under his lens warranty. Generally these lenses can be edged to fit in thepatient’s frame based on the archived lens shape at the lab so the patient does not need to be withouthis glasses.We ordered his lenses and received them back in about a week and after checking the accuracy of theprescription, sent them to Ellwood City. The office manager there called the patient and when hestopped in, attempted to replace the lenses into his frame. She was unable to do so because the lenseswere cut too large for the frame. The patient said that he could not be with out his glasses so we calledthe frame manufacturer to order another frame to be sent to the lab for tracing. This was to be done atour expense. Unfortunately the frame was no longer available from the manufacturer. Next weordered a plastic lens template the shape of the lens for his frame and sent that to the lab to have themcut another set of lenses. Again we checked the Rx and sent the lens to Ellwood City, and again they didnot fit. We are to the point where we are unable to help him unless he gives up his frame so we cansend it to the lab to have the lenses edged and properly fitted for his frame. There is no other way tocut the lens to fit in his frame unless we physically have his frame.He originally spent $192.00 out of pocket for the original pair of glasses. We have now spent well overthat amount to honor his warranty and to make him happy with his purchase. Please reference theenclosed warranty that states that a patient’s “frame must be returned to the lab for processing”. Thiscan all be solved if he would just let us have his frame to send to the optical lab for proper fitting and edging.Although the patient has told us he has safety glasses to wear, he is unwilling to give us his frame. Thiswould take only a few days as our lab is in Pittsburgh. We have even offered to let him know what daysour staff is traveling between offices to minimize the time he would need to be without it. We havedone all we can for the patient. We have exhausted all of the options. He may be unhappy but thatdoes not change the physical reality that the frame is needed in order to accurately cut lenses for him.We are still happy to send his frame whenever he is willing to provide it to us. If I can provide you withany additional information please call me at [redacted].Thank you for your concern,Patricia K[redacted], ABOC

Review: I purchased eye glasses from the Chang Eye Group. I gave them my insurance information which is [redacted]. I wanted [redacted]. They quoted me a price in which I would be obligated to pay of $178.00. The rest would be covered under my [redacted].

I asked them -are you sure that this is all I would have to pay you. I said I did not think my insurance covered [redacted]. They said you have good insurance and it is covered.

So the way insurance changes all the time I did not bother to check and I assumed they were correct in what they were telling me.

So I paid them the $178.00 for my glasses and went on my way.

Several weeks go by and I receive a bill from them stating that I owe them $105.00 more for my glasses. They said they were sorry but my insurance did not cover [redacted] and their girl ([redacted]) made a mistake.

I was nice and said I understand it was a mistake however, I don't feel I should have to pay for the mistake.

They insisted I was obligated and they told me my insurance (VSP) said I would have to pay.

I called my insurance and they were very nice. They said they were sorry that happened and since it did they would reimburse me $52.50 half of the mistake and I said ok then I would make payment arrangements and pay them. However I still did not feel that I should pay the Chang eye group.

So I called Chang and told them that my insurance was going to reimburse me $52.50 and when I received the check from them I would pay them the $52.50 and make payments on the balance.

I received the check from my insurance co. on Sat - May 23rd. So being a memorial day holiday weekend banks were closed on Monday May 25th - so I went to the bank on Tuesday May 26th and deposited the check from my insurance co. I was going to write out a check on Thursday and hand carry it to the Chang Eye Group to give the check at least one day to clear.

Well [redacted] from the Chang eye group calls my home and leaves a message saying she knows I received the check and I did not pay them yet. So I call her on the phone and she

accuses me of not paying and tells me I am wearing merchandise that I did not pay for.

I feel she had a lot of nerve and did not even give me a chance to bring the check to her.

I was so mad I took the check and handed it to her with a copy of the check I received from my insurance co and the date and a copy of my bank deposit slip.

She was so rude to call my house and since it was her mistake in the first place and I was willing to pay it because we all make mistakes. That was uncalled for.

AND I DID PAY THE FULL $105.00 NOT JUST THE $52.50.

With this being said I feel that they should send me a check back for the $105.00 because of their mistake and rudeness.

I have copies of everything that was given to [redacted] at the Chang Eye Optical Group.

Thanks so much and I hope to have this matter solved soon.Desired Settlement: They said I could return my eye glasses but I am not about to do that since they were paid and I needed the glasses. I expect and apology an $105.00 refund.

Business

Response:

Thank you for your letter of June 3, 2015 outlining the complai4t lodged against our practice.We are truly sony that this customer feels she was mistreated by our employee, as we strive forexcellence in customer service. The details of this incident are as follows:The customer did visit our practice and did choose a pair of [redacted] frames in which she wantedto have [redacted].Our optician DID tell her that she believed the lenses would be 4vered. However, that being said,all patients who leave our office leave with a printed document stating clearly that all prices areESTIMATES and we will not know FOR SURE that something is covered until we actually submitthe claim. Our practice accepts over 100 different insurances it is impossible for our stair toknow the nuances ol’ each one. For that reason, we make it very clear on all of our paperworkprovided to the patient when ordering that all costs are estimates. It is always a patient’sresponsibility to pay all fees not covered by insurance, without exception.Once the claim was submitted and denied, Our optician notified the patient immediately. Sheexplained that the [redacted] were not covered and that would be an additional $105owed for the lenses. We are contractually obligated to charge all payments set forth by insurancecompanies. We are unable to waive these fees for any customer [because it has to be the same forall customers who have this insurance. This is the law.Our optician offered to let her return the entire purchase for a [full refund and have her benefitreinstated so she could choose something else with a smaller cop~ymeat. The patient did not wishto return the glasses and she stated that she would contact her insurance company to discuss thedenial.The insurance company notified us that the patient had called and that they agreed to reimbursethe patient half of the money for the co-payment. This arrangement was between the insurancecompany and the patient. It did not remove our contractual obqgation to collect the copayment,We were still obligated per our agreement with the insurance company to collect $105 from this patient if she chose to keep those lenses. Our contracts with ir4urance companies are very solidand we do not violate those for any reason or we could lose the tontract.Our optician waited approximately 18 days after receiving notification from the insurancecompany that the check was sent to the patient Since she had not heard back from the patient shecontacted the patient requesting the payment. The patient did pay us the $105 at this point but wasupset that we had asked for the money.I realize this is a complicated matter. Our goal is never to upset a customer. If we make exceptionson a copayment for one customer we would have to be willing to do it for all of our customers.Therefore, we do not make these exceptions.The client would like an apology and I truly do offer that. At no time do I want a customer feelingthat she was treated rudely. That is never our intent and we all apologize if she felt this way.She also would like a $105 refund. We are not able to grant a refund to this patient for the copayment as doing so would put us in direct violation of our contjact with the insurance company,