Childrens Eye Care

Complaint: [redacted] I am rejecting this response because: I believe the office made a mistake in billingThey admit they made a mistake, but when my wife called they told her there was no mistakeShe was upset with their treatment and attitude, not that a mistake had been made Then, after fixing the mistake to her satisfaction, they went back and re-billed it without letting us know they were doing soThis lack of transparency led to this complaintI feel if you made a mistake you own up to you and you correct it in the customer's favor, you don't go back and change it to make you rightThis seems to be the major discrepancy between us at this point I no longer am pursuing a $credit from the businessI feel at this point they are sure to lose more from my list business than the $sticking point Thank you for your time.Sincerely, [redacted] ***

Complaint: [redacted]I am rejecting this response because: I believe the office made a mistake in billing. They admit they made a mistake, but when my wife called they told her there was no mistake. She was upset with their treatment and attitude, not that a mistake had been made.
 
Then, after fixing the mistake to her satisfaction, they went back and re-billed it without letting us know they were doing so. This lack of transparency led to this complaint. I feel if you made a mistake you own up to you and you correct it in the customer's favor, you don't go back and change it to make you right. This seems to be the major discrepancy between us at this point.
 
I no longer am pursuing a $30 credit from the business. I feel at this point they are sure to lose more from my list business than the $30 sticking point.
 
Thank you for your time.Sincerely,[redacted]

From: Michelle C[redacted] Sent: Wednesday, October 05, 2016 7:02 PMSubject: ID #[redacted]To whom it may concern:We are replying to a complaint filed for ID [redacted].Customer Information:[redacted] [redacted] Phone: [redacted]E mail: [redacted]@gmail.comThe...

customer has two children that were seen in our office on 4/29/16 and 5/13/16.  They were both scheduled for routine eye exams and billed routine.  The children have dual coverage through mom and dad Regence is primary and VSP is secondary the rule of thumb is that the parent whose birthday comes first in considered the primary plan.  In this case the first child’s exam on 4/29/16  was billed to Regence which was correct as it is the primary insurance and has a vision benefit.  The second child’s exam on 5/13/16 was billed in error to the secondary plan VSP once the biller noticed this error she called VSP to retract the claim and billed it to Regence.  When the children’s mom called the biller tried to explain what had happened, but the mom was not happy with the explanation at which point she was transferred to the manager.  The manager spoke to the mom where there was no mention of the second child only the first child which was seen on 4/29/16.  At that point the manager explained that Regence was the primary plan and had a higher co-pay than the secondary plan she explained that it had to be billed to Regence first as it was the primary insurance.  The manager offered to refund the patient the additional $30 that was paid for the co-pay and refunded it back to the customer’s credit card that day.  The $30 bill that the customer is receiving is for the second child seen on 5/13/16 this balance was not written off as it was not talked about.  We’d also like to point out that the customer stated that VSP told her that we could bill them as the primary, but when we called VSP to confirm this we were told there was no way around the birthday rule.  The customer also stated that they were asked for the medical insurance and should not have been due to the fact they had a Vision Plan.  The office always ask for the primary and vision insurance  as the primary plan often has a vision benefit that the customer doesn’t always know about and since we are required to bill the primary insurance we make sure we have all the information we need to get the claim billed correctly.The additional $30 that the customer is being billed for is accurate and should not be written off as the office has already refunded the customer for a co-pay that was paid accurately to appease them.  Please feel free to contact me at 425-823-3937 with any questions or concerns you may have.Sincerely,Michelle C[redacted] Clinic Manager Children's Eye Care