Clarkson Eyecare

To whom this may concern, Clarkson Eyecare has reached out to Mrs. [redacted] regarding her refund. When working with Mrs. [redacted], we determined the refund was submitted by Clarkson Eycecare to the HSA company on the date requested. Clarkson Eyecare worked with Mrs. [redacted] and her HSA company to...

research where the delay was coming from. The HSA company reviewed the flaw in their system and applied the discount to the patients account. We would like to Thank Mrs. [redacted] for bringing this to our attention and would like to apologize for any inconvenience this may have caused her.  Thanks,

To whom this may concern,Clarkson Eyecare recognizes that we had an unusually long delay in our refund process.  We truly regret not handling this process better from the beginning. This particular delay was brought to all the appropriate leaders to make sure this process does not happen again...

in the future. Clarkson Eyecare has contacted the patient and refunded his credit card. We apologize for our delay in processing the refund and look forward to assisting Mr. [redacted] in the future. We have also sent Mr. [redacted] a gift card to use in the future. [redacted]

To whom this may concern,We reached out to [redacted] to discuss the miscommunication on her eyeglass needs which caused a delay on her order. Our priority is to fit [redacted] in a pair of glasses that she has optimal vision and comfort. We have contacted the lab to expedite her glassed to be ready for...

pick as soon as possible. We have also provided her with a discount due to her inconvenience. We would like to thank [redacted] for bringing this to our attention as it has provided us with a great training opportunity. Thank You

Ms. [redacted] was seen in our Creve Coeur on 1/20/16 for a comprehensive eye exam.  At that time she was provided a glasses prescription to correct both her far sightedness and inability to read up close with a bifocal lens. She returned on 3/22/16 with the complaint that her near vision was...

blurry with the new glasses which were made by an outside optical store. We rechecked her refraction at no charge to verify the validity of the prescription and found no differences from the original exam.  Ms. [redacted] was instructed to return to the optical company who produced the glasses to have them checked for accurate measurements and, perhaps, to be remade.  The exam done a year later in 2017 showed that there were minor changes to her prescription and a prescription was again offered.  These changes, however small, can be visually significant and are common from year to year.  This prescription was again provided to the patient and was filled by an outside manufacturer, not Clarkson Eyecare.Clarkson Eyecare is confident that the prescription provided to Mrs [redacted], both last year and this year, are accurate based on her subjective feedback given during her refraction.  We at Clarkson Eyecare understand the frustration that can arise when a product does not meet expectations. We are actively working with Ms. [redacted] to find a satisfactory resolution to this situation.

To whom this may concern,The doctors of Clarkson Eyecare take the health of their patient’s eyes extremely serious. We pride ourselves on doing thorough and comprehensive eye exams. Our doctors are legally obligated to diagnose systemic medical conditions with ocular manifestations found during...

examination. Though Clarkson Eyecare is confident that this patient’s exam was performed properly based on the patient’s medical history; we feel we could have better communicated this with the patient. The patient’s vision insurance will not cover the exam when it has a medical diagnosis code, therefore requiring us to file under his medical insurance.  Clarkson Eyecare will refund the patient the $25 copay he paid for his medical exam and will do a better job of communicating insurance situations going forward.

On Saturday, July 1st I received a check from Clarkson Eyecare billing department for the $80.00 I was owed.  The check was dated for June 29th, the same day the Revdex.com forwarded my complaint to Clarkson Eyecare.  Coincidence, I think not.  Thank you very much.

Initial Business Response /* (1000, 5, 2015/10/13) */
To whom this may concern,
On 10/07/2015 patient [redacted] came to our Pacific location to have an annual eye exam. On his paperwork, [redacted] stated he was interested in being fit for contact lenses. [redacted] also verbally told the doctor he...

was interested in giving contacts a try. The doctor took measurements to fit [redacted] with contacts and the staff reviewed the proper care and pricing with him as shown on the attached paperwork. On 10/8/2015, [redacted] contacted the office and stated he no longer wanted to wear contacts. [redacted] is still responsible for the service provided by the doctor in order to fit the trial contacts he was given on the date of the eye exam. We have reached out to this patient to see if we can answer any questions he may have about the exam.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. When I spoke with [redacted] on the phone she said I should receive the money by January 8th and if I don’t I should call her back and see what can be done.
Sincerely,
[redacted]

To whom this may concern, Clarkson Eyecare has been in communication with [redacted] in response to his concerns. A check has been mailed to him for the amount we will be paid from his insurance. We have also compensated [redacted] for his inconvenience by refunding him an additional amount. We look forward to assisting [redacted] if he has any further concerns.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me if the glasses are received and if they work. Their response is the proper response for a consumer-business. They told me that there will be training of employees aimed at preventing this type of problem.Since the glasses did not work for me the first two times around, I don't know if they will be right this time... but I do hope so, and I will let you know.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/26) */
To whom this may concern,
On 9/05/21015 [redacted] came in for an eye exam, contact lens fitting, and purchased contacts. She paid a $30 copay for her routine exam, $59 for her contact lens exam and $85.41 for her contact lenses. [redacted] did not...

receive a refund for the services already provided by the doctor, which totaled $89. We have reached out to [redacted] to explain the refund she received was for the contact lenses she returned. [redacted] stated she understood why she could not be refund for services already provided by the doctor. After talking with [redacted] it was brought to our attention she still needed glasses. We felt it was important for [redacted]'s vision needs to be met, so we offered her no line bifocal lenses at no cost to her. [redacted] stated she would come back and work with our office manager to have her lenses made. We look forward to working with [redacted] in the future.
Thanks,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would be happy to accept this settlement. Thank you.

To whom this may concern, On 10/17/2016, [redacted] came into our practice to have an exam and purchase eyeglasses. Clarkson filed the patients insurance and received a denial claim. Upon speaking with the patient, it became clear we did not file to the correct insurance. Clarkson has since refiled...

to the correct insurance company on two different occasions. We are still awaiting full payment from the correct insurance. However, we do recognize that this process has been long and inconvenient for our patient. For this reason, Clarkson Eyecare has forgiven the balance due and is going expedite the $91.00 refund she would have received when the insurance pays. We apologize for any inconvenience this may have caused [redacted]. We have also reached out to the patient and asked her to please call us if there is anything else we can do.   [redacted]

Complaint: [redacted]
I am rejecting this response because:  the response is not only inaccurate it also doesn't address all the issuers included in the complaint.  Simply put it, from my opinion, it is simply an appeasement response to cover someones posterior and not designed to responsibly solve the problem.  For enample;1.  My insurance informed me before I sent the original complaint in that a sum of money had been sent to Clarkson Eyecare in relationship to this bill2.  the comments from Clarkson did not address any of my questions pertaining to their submission of 3 different prices:     a.  $687 billed to GHP  - Eyemed insurances for the eye glasses                                                                                                                                                                    b.  $557 billed to SSD  - Eyemed insurances for the exact pair of eye glasses                                                                                                                                                c.  $405.61 plus the additional amount they wanted me to pay of $180.60 (due to their belief that my insurance was not paying anything) bring the total they were going to charge me to $586.21  (which is even more that they were going to charge my SSD Eyemed Insurance)They have also not addresses paying me compensation for ALL the unnecessary time I have needed to spend trying to get this problem straightened out.Additionally, the $91 they claimed to have sent, is to this point fictional, as noting has been received Now when the lady contacted me she indicated also that someone by the name of Linda would be contacting me to explain the questions about pricing and that she would recontact me to make sure everything had been resolved.  That was Friday 1/6/17 at 11am and as of yet I have not received any phone calls either from Linda or the other lady to follow up.  The only thing they did say was that they were sorry for the inconvenience and blamed it on out sourced billing company.   
Sincerely,
[redacted]

To whom this may concern,
The doctors of Clarkson Eyecare take the health of their patient’s eyes extremely serious. We pride ourselves on doing thorough and comprehensive eye exams. Our doctors are legally obligated to diagnose systemic medical conditions with ocular manifestations found during...

examination. Our staff could have done a more thorough job of verifying the patients’ medical insurance to ensure we were a provider. The patient’s vision insurance will not cover the exam when it has a medical diagnosis code, therefore requiring us to file under her medical insurance. Clarkson Eyecare has reached out to the patient and resolved the complaint. We apologize for any inconvenience we may have caused Mr. [redacted].

Revdex.com:
I would like to let someone know that Clarkson Eyecare has resolved our complaint [redacted]

Initial Business Response /* (1000, 10, 2015/10/22) */

To whom this concerns, On 11/10/2015 Mrs [redacted] brought her daughter in to purchase a pair of glasses. On that date of service, she advised us she had a primary and secondary coverage. Clarkson agreed to file to both insurance plans and leave the patient with a balance due until the insurance paid...

their portion. The patient’s primary insurance paid their portion on 12/03/2016. Clarkson Eyecare  filed the patients secondary insurance on two separate occasions (12/06/2016 and 9/13/2016) and was denied, leaving the patient responsible for the balance due. Clarkson Eyecare also called the patients secondary insurance to research the reason for the denial. The patients insurance stated that they will not allow the provider to file to their secondary insurance. The insurance did state they will reimburse the patient if they file them claim on their own behalf. Clarkson Eyecare has made every effort to try to get this claim paid. Unfortunately, the insurance has denied payment. The patient is responsible for the balance due, but Clarkson is more than willing to help the patient file the claim by offering her itemized receipts and answering any questions about the process. Mrs. [redacted] can reach out to our billing specialist [redacted] at [redacted]

To whom this may concern,
Clarkson Eyecare offers the free and convenient service of adjusting glasses, including frames not purchased at our practice like Miss [redacted] case. Though Clarkson offers this free service, we are not liable the glasses not purchased from us within the past year. Clarkson...

Eyecare has made several attempts to reach out to Miss [redacted] to work with her and resolve this.
Thanks,

We appreciate the time you've taken address this issue with us. We treat each and every complaint as an opportunity to improve our company. I have reached out to Ms. [redacted] to see what we could have done to make his experience better. Ms. [redacted] was offered 50% off a new frame due to her frame being...

over a year and half old. Ms. [redacted] stated she will get back to us when is she available. We are still very interested in hearing from her as this sounds like a great learning opportunity and we would like to be able to make this right for her. We do apologize for any inconvenience this may have caused Ms. [redacted] and look forward to the opportunity to correct the situation.