Crown Vision Center Reviews (38)
Crown Vision Center Rating
Address: 211 E Broadway, Alton, Illinois, United States, 62002-6220
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Address: 211 E Broadway, Alton, Illinois, United States, 62002-6220
Add contact information for Crown Vision Center
I explained I had been wearing glasses all my life, purchased several pair of glasses from Crowns and this has never happened.
I ordered a new pair, pick them up last week, and felt that I was rushed.
This was the Ladue store, and I am done!
Crown Vision Center has reviewed [redacted] exam records and documentation [redacted] came in on Friday March 9, for an exam When the patient was given the price of $for an exam, that was under the impression that this would be a wellness routine eye exam However, we always state that the exam starts at $and go go up depending on what the doctor finds In [redacted] case, he was diagnosed with Cataracts When a patient has a medical condition of their eyes (which is what a cataract is) then we can no longer bill the patients routine vision coverage because they will automatically deny coverage because it is outside the guidelines of a routine exam This condition makes the exam Medical which in return we bill to his Medical Insurance All of this is explained to the patient at the date of service and we also require the patient to sign a Medical Examination Report (which I have attached) which is giving us permission to bill his medical insurance We did bill [redacted] medical insurance and it was not that the insurance company did not pay anything [redacted] has NOT met his deductible for the year, so this amount was applied to his deductible(I have attached) and he is responsible for this out of pocket [redacted] does not know if the patient has a deductible or if the patient has met this amount, that is the patient's responsibility to know and understand their insurance deductibles
Crown Vision Center has reviewed reviewed the file of [redacted] [redacted] has been a patient of crown for several years The past years the patient has been seen at our [redacted] and at each one of these visits [redacted] has had a Medical Exam associated with her diabetes In she was seen by [redacted] and it was coded Medical in which she had a dilated exam, and [redacted] did sign our Medical Examination report explaining that this was going to be billed to her Medical insurance At this time, she was responsible for her $copay and the $refraction (which is the actual prescription part of the exam that her Medical insurance does not pay) for a total out of pocket of $which she did pay When the patient has a medical condition that can effect the eye/ vision then their Routine insurance will NOT pay for the exam Had we billed this to her routine vision insurance they would have denied the claim In patient returned to the [redacted] office and was seen by [redacted] *** At this date of service she was also coded a Medical exam due to diabetes which she also had a dilated exam In she was responsible for her $copay and the $refraction, which the patient also paid In the patient returned to the [redacted] office and was seen by [redacted] ***, and this was the same situation [redacted] was seen her for Diabetic Medical exam,, only the difference this time, [redacted] wanted to do a dilated exam and the Patient DENIEDso that is the reason there was not a dilation done at this date of service The Patient [redacted] again signed the Medical Examination report acknowledging this was a Medical exam and it would be billed to her Medical insurance She is responsible for a $copay and the $refraction I have included all Explanation of Benefits for each year with her insurance explaining what the patient responsibility is for each exam I have also included the Medical examination report acknowledging she gave us permission and she understood we were billing her Medical insurance I have also included a copy of her receipt showing that she did not pay her Medical insurance copay at the office at the date of service [redacted] has had the same type of Medical Examination for the past years with Crown Vision Center She has been charged her Medical insurance Copay and charged for a refraction each year In and she paid the patient responsibility For her she had the same type of exam with the exception of her denying the dilation so the patient is responsible for the charges $
Crown Vision Center has reviewed [redacted] complete file The patient came in for exam with [redacted] *** When she was ask why she was here her chief complaint was that she had Redness around her eyes, her eyes feel dry, her eyes itch, and she is having blurry vision This is what the Doctor has entered on the patients examination report The patient presented with a medical condition of her eyes The patient was diagnosed with Dry Eye Syndrome and was advised to use drops daily She can try over the counter drops first to see if this helps and if not was advised to return and the Doctor can prescribe some drops The patient did not pay anything for her exam at the date of service, she did however choose to have an optional test Visual Field Screening in which she paid $ The patient also purchased a pair of glasses and paid $ for them At the date of service the patient paid $ out of pocket for her glasses and the optional test She did ZERO for her exam The patient did sign our Medical Examination Report explaining the Doctors diagnosis and treatment plan This document explains that we are submitting the Medical examination to her Medical Insurance Carrier The patient did have a complete Well Vision Exam However, when there is a medical condition of the eyes we cannot bill this exam to their Routine Vision Insurance because they will not pay for this exam because it is considered a Medical Condition of the patients eyes I have provided all of the documents the patient received and signed I have also included copies of her Explanation of Benefits provided to us by her insurance company This patient has not yet met their deductible for the year, so these charges were applied toward that amount Thus, the patient is responsible for the exam charges of $
Complaint: [redacted] I am rejecting this response because: I understand that cooperation is not something that your company has a strong suite as seen in your response and from the rotation of doctors and staff at the [redacted] location One, I did not "deny" dilatation, I was told that the back of my eyes were clear and it would not be necessary, thank you for your concernTwo, I was not there for "medical" reasons and it would be understood if I was there for that, and nothing that was done during the annual visit was because of being diabetic According to the board of optometry you should not be running this a "medical" unless this appointment was made specific to the medical condition and it was not, remember I stated it was an "annual" and nothing in regards to any "diabetes" I was there for an "annual" eye exam, nothing more You seem not to have mentioned in your response anything about my having specific insurance in regards to eye exams which is interesting This insurance will cover refraction and I verified this with the company All you are required to do is run it through my insurance I promise I will never return to your business but I must stand up to you and for others that you are charging erroneous fees The insurance companies have not figured out what you are doing, but I have Please explain to Revdex.com why you refuse to run the refraction through my eye insurance of which will be glad to reimburse you for this service Sincerely, [redacted]
Initial Business Response / [redacted] (1000, 7, 2015/07/07) */ Crown Vision Center has talked with [redacted] today 7/7/and discussed the entire situation Ms [redacted] does have her new glasses she picked them up on 6/20/with the correct prescription and a new frame (she was restyled to a different frame that fit her better)She is currently having some discomfort with this frame being a little too tightI have let her know she may need some time to adjust to this frame or she can bring the glasses in to any of our Crown Offices and an optician can certainly check the fit and adjust them if necessaryShe does not have to return to the Southfield office Ms [redacted] and I have discussed several things that have gone wrong with her experience at Crown Vision Center and things I will be discussing with the office manager and her District Manager to provide them with feedback to improve patient satisfactionI am sending [redacted] a $Gift Card and apology letterShe is welcome to use this Gift Card at ANY of our Crown Vision Center offices in the futureI am giving this to her to give us a 2nd chance to provide her with stellar Customer Service next year when she is ready for her annual eye examPatient seemed satisfied that someone called her and expressed concern for the situation and was thankful for the gift cardWill think about giving us another opportunity in the future Crown Vision Center Customer Service Manager
[redacted] Center has reviewed Mr***'s entire account We have now billed out to his secondary insurance company His primary insurance company was billed out first and came back that he owed a co-pay amount If the patient has a secondary insurance we will certainly bill this each and every time if the patient is eligible At the date of service, his secondary insurance was Missouri Medicaid and the plan code they were showing was a plan code that does not cover an exam However, which we did not know at the time, Mr [redacted] had met the requirements that the state of Missouri requires and they will then cover this remaining balance The Missouri Medicaid website was NOT updated at his date of service so we were only going by what we had and the documentation at his date of service Mr [redacted] has since talked with his insurance company and they have now, today, updated his profile to reflect that we can now bill to them.We have submitted his claim to Missouri Medicaid for them to review today 9/19/and pay his remaining balance on his account At this time, Mr [redacted] will not receive any further statements unless is secondary insurance does not pay [redacted] Center Customer Service Manager
Initial Business Response / [redacted] (1000, 5, 2016/02/23) */ 2/23/Crown Vision Center has waived this balance of $ for the patient's satisfactionThey will not be receiving any further billing statements at this time for this date of serviceCrown Vision Center, Customer Service Manager
Crown Vision Center has reviewed this account again and while everything has been billed correctly and according to the Doctor's diagnosis It wasn't that the patient's insurance did not pay,, The patient did get the benefit of this amount because it was applied to his deductible and going forward he just has less of a deductible to meet However, Crown Vision Center feels this is causing much frustration for the patient and has agreed to waive $so the patient now has a balance of $ Crown Vision Center Customer Service Manager
Crown Vision Center has reviewed this patient billing The patient was in our Mackenzie Point office on 2/6/ She did present her insurance information with a copy of her insurance card scanned into her file [redacted] has a $ copay for any Specialist Doctor visit which is what an our offices are considered If you review a copy of her receipt you will see that we only collected a $copay at this time(The optician clearly looked at the wrong copay pricing on the insurance card) Once we then bill the insurance company and we received payment it was discovered that we failed to collect the correct amount from the patient for her copay The patient and her insurance company set the amounts of her copay to be paid at each and every office visit she has This is not something Crown does Absolutely, Crown Vision Center collected the wrong amount from the patientHowever, it is the patient responsibility to pay the entire amount of their copay at each and every type of office visit Thus, our billing department has bill the patient the balance of $ I have attached a copy of the patient receipt showing that we only collected $and a copy of the patients Explanation of Benefits from her insurance company clearly stating that she has a copay in the amount of $that is her responsibility Crown Vision Center has made the decision to waive the patient's balance of $as a good faith resolution as to not cause any further frustration to the patientthanks [redacted] Crown Vision CenterCustomer Service Manager
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 / [redacted] (1000, 7, 2015/11/06) */ Crown Vision Center has reviewed the patients recordsOn 8/19/patient came in to the office and purchases a complete pair of glasses and had an eye examThe patient DID NOT have a routine eye exam (which his vision insurance would have covered) he had a Medical eye examThe doctor diagnosed him with early stages of Cataracts which is a medical condition and cannot be billed to routine vision insurance because they will not payWhen a patient has a Medical exam we bill this to their Medical insurance and it is coveredHowever, Mr [redacted] HAD NOT met his deductible thus his insurance applied this amount to his deductible which is why he is receiving a billOriginal invoice the patient only paid for his frame and lenses and NOTHING for his exam as we billed this to insuranceOriginal purchase prices was $ which $billed to his vision insurance (he has a frame benefit) which they paid leaving the patient balance our of pocket for his glasses $ Patient put $down at time of order and when he picked up his glasses he paid the remaining balance for his glasses so his glasses were paid in fullHe was not billed anything for his glassesHowever, once his medical insurance provided us with an explanation of benefits letting us know they covered the exam but the patient has not met their deductible and they have applied this amount to his deductible this would be the patients responsibility to payWe have then billed the patient $ for their Medical examThe patient did sign the paperwork at the original date of service allowing us to bill his insuranceAt the original date of service the Doctor has also put notes that he wanted to do a further exam and wanted the patient to return to have a dilation doneThe patient then did return on 9/3/and was NOT charged for this office visitThe patient picked out the frame and lenses of their choice and knew the price of them before he orderedWe do not owe any type of refund to the patient for his glasses The patient does owe for the Medical exam the doctor provided as this was applied to his insurance deductible (which is patient responsibility) We did not bill the patient anything other the $for his examIf waiving the $ balance the patient currently owes would satisfy and resolve the situation Crown Vision Center will do this as a one time courtesy to the patientHave not been able to reach the patient to see if this is acceptablePatient can respond to Revdex.com and will check once received Revdex.com feedbackCrown Vision Center Customer Service Manager Final Business Response / [redacted] (1000, 11, 2016/02/19) */ In the interest of time and the patient is soon to be getting another statementCrown Vision Center has waived the charge of $so the patient does not owe anything furtherHave not heard anything from the patient and see that Revdex.com has not heard anything either as nothing is notedCrown Vision Center is hoping this has resolved the situation for the patient as he will owe nothing for his exam balanceCustomer Service Manager
Complaint: ***
I am rejecting this response because: The response is not accurate. I don't know who you are communicating with at Crown Vision but they are billing me twice for eye exam. Again, there was a package special of $99.xx for a complete pair of glasses. This included EYE EXAM, lenses and framesThere was even a sign posted in the front window stating this information. There was no question that I was there for this special because the young lady that helped me pointed out the frames that came with the package deal but said I could pay the additional cost if I found a more expensive pairThe same thing with additional eye testing and the upgrade lenses. I paid the base price of $99.xx and additional upgrades. The young lady did do some strange figuring on the cost but it worked out as near as I could tell to be the base price plus the upgrades. Crown Vision has charged me for the $99.xx advertised special as well as for individual services that were supposed to be included in their special. I feel they used a bait and switch tactic or at the least this is advertising. Either they need to reimburse me for the $or remove the additional charges billed after leaving the appointment. The other issues that are not accurate are the fact that when the doctor asked why I was there, I told her that it had been over years since I had an eye exam and decided that I would not let another year go by without getting one. Later in the conversation, she asked if I were having any problems and I did say the itchy eyes, etc. When I was asked for insurance information, I told them that I did not have vision insurance and they asked if I had medicare and I do so I gave them my card. They made the decision to try and get extra money from my insurance and when that didn't work they seem to want to bill me for something I have already been paid for. I would like to know what additional services the doctor provided for this to be a medical claim.I know you can't advise on how to proceed, but I feel maybe this is a matter for the Attorney General
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/09/25) */
Crown Vision Center has reviewed Mr*** accountPatient came in to have a medical exam Glaucoma checkWhich in turn was billed to his medical insurance company and he is responsible for his co-pay at the time of his visit which he did
payHowever, the refraction (which is the exam part where the Doctor determines if the patient needs glasses, it is actually the exam to determine the patients prescription) This is also done to assist with the exam for the health of his eyes as wellThis charge can be considered part of a routine eye exam and is not covered by Medical insuranceSince Glaucoma is considered a medical condition of his eyes that is why his medical insurance is billed for the examWhile we do not always know which insurance company will pay for the refraction we always bill it for the patient and if they do not pay the patient is responsibleHowever since there is a misunderstanding over this part of the exam Crown Vision Center will waive the $charge for the patientThe patient now has a ZERO balance as of 9/25/Crown Vision Center Customer Service Manaager
Crown Vision Center has completely reviewed *** ***'s account. This bill for $ has nothing to do with his original lenses that the patient ordered at our Alton Broadway office. This office did completely cancel and refund the patient in full for the lenses ($140.01) The
office did collect $ from the patient at the date of service because DrLevi did a complete Medical Exam and according to his insurance he is required to pay a $copay for any exam. He then went to another Crown Vision Center and just purchased one lens and was put in his patient owned frame. Patient then paid $for that lens. The patient is receiving a $bill because his Medical insurance did not pay for his entire Medical exam. I have included (attached) his examination record (which I have circled the procedures and diagnosis), I have also included the Medical Examination Report we require the patient to sign which acknowledges that they had a Medical examination and we will be submitting to their Medical insurance for payment. If their Medical insurance does not pay or denies payment then it will be the responsibility of the patient. At the date of service *** *** signed this form. I have also included an Explanation of Benefits from his insurance company. It is very clearly stating that the patient owes his $copay for the exam. It also is very clearly stating that the provider (crown vision center) was paid ZERO for the refraction. The insurance company was billed a total of $ for all exam services. Crown Vision Center's contractual write off with his insurance company is $ The insurance company paid $ 131.99. The patient paid their $copay at the date of service Thus leaving a balance of $that the insurance company did not pay and is the patient's responsibility.However, After reviewing the patients file and understanding the patient's frustration over the lens situation with our office, Crown Vision Center has wrote off the balance of $ so the patient has a ZERO balance as of 1/25/with Crown Vision Center. Crown Vision CenterCustomer Service Manager
Complaint: ***
I am rejecting this response because: You did not do a proper job with my eyes and neither the doctor nor staff was professionalHowever, I did receive a refund
Sincerely,
*** ***
Crown Vision Center has reviewed *** *** file. The patient was charged a total of $at the Date of Service at the office. The patient paid $Medical Insurance Co-Pay and $ for her glasses. I have attached a copy of her invoice. The patient came in for
an exam and her Chief Complaint was "Feels glasses pull have been too strong, Eyes are dry again. Had not been using ***. The patient was complaining about her Dry Eyes and the Doctor address this with the patient by completing a Medical Exam which is billed to her Medical InsuranceAnytime there is a Medical condition with the patients eyes it cannot be billed to their Routine Vision insurance because they will not cover anything medically wrong with the patients eyes. With the patient expressing this concern about Dry Eyes the Doctor must address this concern for the patient. I have also attached parts of the patients examination record to show this. The Doctor also gave the patient a prescription for *** with instruction on how to use. At this time, the patient also signed a Medical Examination Report (which I have also attached) which explains we will be submitting this claim to her Medical insurance carrier and giving us permission to do this stating she understands this. I have also attached a copy of her Medical insurance card and circled what her specialist co-pay would be $40.00. The patients insurance paid the remaining balance due for her medical exam so the patient only paid a total of $for her exam which is what her insurance requires us to collect for her exam. The $was for the purchase of glasses which were ordered at her office visit on 2/3/which the patient picked up on 2/12/and currently has the glasses. The patient did call the office requesting a refund and the office explained we could not refund the exam because a service was completed the Doctor did do an exam. However, they did explain to the patient if she wanted to return the glasses we could certainly refund her for the frame and lenses which would be a refund in the amount of $68.52. The patient has not returned the glasses for a refund. As you can clearly see by the information and receipts I have provided Crown Vision Center did not charge the patient $for her exam. Crown Vision Center only collected a $co-pay amount which is exactly what her insurance company requires that we collect
Initial Business Response /* (1000, 5, 2015/07/07) */
Crown Vision Center has reviewed *** *** account and discussed the situationMr*** has talked with our office staff/ customer service/ and his own insurance company VSP in detail about this situation and has been explained this
numerous times
On 5/7/Mr*** purchased a pair of glasses utilizing our promotionAt this time, we cannot let patients utilize promotional pricing and use their insurance benefits both as that would be the same thing as giving a double discountPatient did not use insurance for this salePatient was given all his receipts and told he could submit a claim to his insurance company himself for reimbursement
On 5/19/Patient returned stating he could not see very well out of these lensesPatient was explained that he previously had Digital Lenses and not the Basic Progressive Lenses that are included with the promotionPatient decided to upgrade to High Definition (HD) lenses and pay the addition upgradeAT this time, the patient was explained the difference in pricing and the optician went over the pricing utilizing his insurance benefitsThe patient signed the form to assign his benefits to us which means he understood we were billing out to his insurance companyThe original invoice was refunded and Crown started completely over with the sale using his insurance benefits NOT the promotion
The patient has a $materials benefitWe checked on his benefits and we told he also had a $co pay which we collected thus billing his insurance company $(- = 95)
His insurance company paid Crown Vision Center his full benefit of $not charge a copay thus we received overpayment for $We then processed a check for $to the patientso in reality he received $off purchase price and then a check from Crown for $totaling what his benefits amount to $
The patient was given the full benefit of his insurance
VSP, his insurance company, has also called Crown Vision Center and we have explained this to them and they verified he signed the form to utilize his benefits with usHis insurance company has also has this same conversation
The patient is not entitled to any further refunds
Attached is a copy of the Assignment of Benefits Form the patient signed for us to be able to bill his insurance and use his benefits at the time of purchase instead of patient sending in their receipt for reimbursement
Attached are also copies of all his receipts documenting the original sale with promotion then the refund of that saleThe final receipt with patient using his insurance benefits
Crown Vision Center Customer Service Manager
*** *** came into our office on 9/12/for an eye exam and purchased pair of glasses utilizing her insurance benefits and was then given a discount on the second pair of glasses she purchased. Both of these pairs of glasses were ordered in Single Vision Lenses. Patient came in
on 9/22/to pick up her glasses and at that time stated they were not correct. She wears bi-focals. She was then going to have her prescription checked at BJC. *** called Customer Service on 9/25/upset over this situation We told her that we would remake her lenses for her into a Bi-Focal at no extra cost to her for the confusion or miscommunication between a Single Vision lens being made and she specifically wanted a bi-focal. The patient then returned on with her prescription wanting us to remake her lenses to a progressive lens at no additional chargeBoth the office and Customer Service explained to her that we would remake to a bi-focal at no charge, however if she was wanting a progressive lens that she would have to pay the difference in the price from a bi-focal to a progressive. Patient then became even more upset and at this point the manager of the office just agreed to give the patient a refund. *** will be receiving two checks because they were processed as two separate transactions. *** will be receiving a check in the amount of $and $for a TOTAL of $ Our corporate office processes and writes check on every Wednesday of the month. Both of these checks will be issued on 10/11/and put in the mail. *** should receive them within to business days depending on the post office delivery time. The refund was processed while *** was in the office on 10/4/2017. Crown Vision Center processed the refund as the customer requested She was not told she could not receive a refund Crown Vision Center Customer Service Manager