Dear ***: We have received your recent inquiry regarding our member *** ***We trust the following information will address our member's recent inquiry. Davis Vision administers routine vision care coverage for Independence Blue Cross Blue Shield through which Mr*** carries
his vision benefit. As we understand Mr ***'s complaint, he has been trying to receive routine vision services and could not as Davis Vision informed him that he was not an active memberMr*** is requesting that the vision coverage be activated with Davis VisionHe is also requesting that he be compensated for the February premium as he could not use the benefits during that time. Our investigation confirmed that there was an issue obtaining the electronic file from Independence Blue Cross Blue Shield that was required to activate Mr***'s vision benefitsThis issue has been resolved and the electronic file was received today indicating active vision coverage. Regarding Mr***'s request for compensation for the February premium, I have the following to offer Davis Vision does not have the authority to approve a refund of the premiums collected by Independence Blue Cross Blue ShieldMr*** would need to contact Independence Blue Cross Blue Shield regarding this requestIn summary, I did speak to Mr*** today regarding his concern and advised him that Davis Vision has received his electronic file. He may now make a routine vision appointment. If you have any questions or require further assistance, please feel free to contact me via telephone at *** extensionor in writing at Davis Vision, Inc., Attn: Quality Assurance Department, P.OBox 791, Latham, NY 12110. Sincerely, Janine *** Compliance Reviewer, Complaints & Appeals Department
We have received your recent inquiry regarding our member *** ** ***. We trust the following information will address our member’s recent inquiryAs we understand Ms*** complaint, she was dissatisfied with the information she was provided by Davis Vision Customer Service
Representatives in regards to her contact lens benefitShe states that the complete benefit was not provided during her call and as a result, she paid $for her contact lens fitting. Ms*** is requesting that she be reimbursed the $she paid for the contact lens fittingUnder the vision benefit the member is allowed an examination every January 1st along with one pair of eyeglasses or a pair of contact lensesThere is not a separate component for a contact lens evaluation and fittingIf a member is fit into contact lenses from the Davis Vision Contact Lens Collection then the contact lens fitting will also be coveredIf a member is fit with non-Davis Vision contact lenses, a $credit will be applied to the contact lens purchase and the contact lens fittingThe member would then responsible for any remaining balanceWe confirmed with *** *** *** that during the evaluation and fitting process the member was fit with *** *** ***, which is a non-Davis Vision contact lensThe member was advised at the time of her visit that she would be responsible for the contact lens evaluation and fitting fee and she agreed to the chargesIn summary, Davis Vision acknowledges the information the member received from Customer Service Representatives was not thorough regarding her contact lens vision benefit; however, the member was not a candidate for Davis Vision Contact Lenses and is responsible for the cost of the contact lens ev
***,Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
When we talked on August 10th to davis vision they were able to identify my account,details of invoice from December 10, and able to figuer out that "for some reason the system is denying the bill, which it should not be." They thought it would take few days before they can clear the claimSo the information that they are providing to Revdex.com regarding phone conversation on august 10th is absolutely wrongInfact they have all the conversation well listed in their system,.To find out my records here is the informationMy name: *** *** (not *** as they listed on their response)
Primary account holders name: *** ***Account number *** (as verified on phone cnversation on 8/10/2015)Thank you for your help ***
Regards,
*** ***
Good Afternoon, I have contacted Mr*** and left detailed voice messages informing him that his benefit is available to him. I have not received a call back from Mr***. Please be advised that Klim Vision Care has obtained an authorization for vision services for Mr***. Please let me know if you require additional information regarding Mr***'s concerns. Janine *** Team Lead, Complaints and Appeals Department Davis Vision
Good Morning,We have received your recent inquiry regarding our member *** ***We trust the following information will address our member’s recent inquiry. As we understand Mr***s complaint, he is dissatisfied with the timeframe for receiving his eyewear and the lack of follow
through he received from Davis Vision Customer Service RepresentativeDue to his dissatisfaction, Mr*** is requesting that his material benefit be reinstated and that he receive a refund from Davis Vision for his out of pocket costs Davis Vision acknowledges that there were delays with Mr***s eyeglass order. In acknowledgment of the delays, Davis Vision will be refunding the $cost Mr*** paid for the eyewearMr*** was contacted on June 30, to advise him of this resolution and that he can expect to receive this refund within 15- business daysMr*** confirmed that he was satisfied with this resolution If you have any questions or require further assistance, please feel free to contact me via telephone at ***, extension ***or in writing at Davis Vision, Inc., Attn: Quality Assurance Patient Advocate Department, P.OBox 791, Latham, NY 12110.Janine C***
April 10,2015***Complaint HandlerThe Revdex.comBryant Woods SouthAmherstNY 14228Member Name: *** ** ***Case Number: ***Davis Vision Ticket Number: ***Dear ***:We have received your recent inquiry regarding our member *** ** ***We trust the following
information will address' our member's recent inquiry.As we understand *** ***'s complaintshe is dissatisfied with delay in receiving the eyeglasses that she ordered on January 10,2015 from *** *** *** ***The member stated that the eyeglasses have been made numerous times, and she has yet to receive an acceptable pair of eyeglassesThe member is requesting: assistance so that she may receive her eyeglasses.Our investigation of the eyeglass order confirms that there have been multiple failed quality inspections for this eyeglass orderI have spoken to *** the optician at *** *** *** *** and advised that I will be partnering with the manager of the laboratory to ensure a satisfactory completion of the eyeglass orderOnce the eyeglasses pass a final quality inspection the eyewear is then estimated to ship to his providers office on or about April 13,We will continue to monitor this job and will keep *** *** notified if this estimated shipping date changes.In Summary, we understand that the total time frame of the eyeglass order placed on January 10, was longer than expected, and we thank *** *** for voicing her concerns regarding her experienceDavis Vision strives for excellence in customer satisfactionand we understand the frustration that is experienced when members do not receive their eyewear within the expected time frameIn acknowledgment of *** ***'s concerns, a Davis Vision authorized reimbursement in the amount of $on March 2015, which equals the copayments for the optional lens enhancementsWe will contact *** *** when her order is ready to ship to the provider's office.If you have any questions or require further assistanceplease feel free to contact me via telephone at 1-888-377-0914, extension at Davis Vision Inc, Attn: Assurance PO, Box 791, LathamNY
We have received your recent inquiry regarding our member ***L***We trust the following information will address our member"s recent inquiryAs we understand Ms***'s complaint, she is dissatisfied with the time frame for receiving reimbursement on her contact lens claimMs***
advised that she forward ed the claim and the receipts in of January and recently received a denial notice from Davis Vision indicating that she is not covered under the policyMs*** believes that she supplied all the necessary information to process her claimShe is questioning if perhaps her claim was processed under another member's accountOur investigation confirmed that Ms*** submitted a reimbursement claim for contact lenses that were purchased on January 4, 2016, in the amount of $A review of the claim form indicates the member identification number was not provided on the formSince no identification number was provided on the claim form, the claim was correctly deniedOn February 10, a denial letter was sent to the name and address listed on the claim form, which was Ms***Regarding Ms***'s request for an email address I have the following to offerMembers must mail completed claim forms to the address listed on the reimbursement claim formDavis Vision does not offer an email address for claimssubmissionln the future, we encourage Ms*** to contact our Customer Service Department directly for assistance with her claims or any vision benefit concernsThe dedicated Customer Service number is 1-877-393-7363.We thank Ms*** for voicing her concerns regarding the challenges she experienced with her denied claimPlease note that on February 24, 2016, I requested the claim be reprocessed under Ms***'s vision coverageShe can expect a reimbursement check in the amount of $35.95, within the next 15-daysIf you have any questions or require further assistance, please feel free to contact me via telephone at 1-888-343-3470,extension or in writing at Davis Vision, Inc., Attn: Quality Assurance Department, P.OBox 791, Latham, NY 12110. Sincerely, Janine C*** Compliance Reviewer, Complaints & Appeals Dept
Member Name: *** ***Case Number: ***Davis Vision Ticket Number: ***Dear ***:We have received your recent inquiry regarding our member *** ***We trust the following informationwill address our member’s recent inquiry.As we understand Ms***’s complaint, she is
dissatisfied with the service she received from the office ofDrJohn SG***, Jrregarding the eyeglasses she ordered on September 28, She states that due to thedelay in receiving her eyeglass order she requested that the office cancel the orderMs*** is requestingthat her material benefits be reinstated so that she can have her eyeglass prescription filled elsewhere.Our investigation confirmed the Ms*** received an examination and ordered one pair of polycarbonate,single vision lenses with premium anti-reflective coating, in a non-plan frame on September 28, Wecontacted Ms*** on October 26, and she advised that she had cancelled her eyeglass order due to thelevel of service that she received and the delay experienced with receiving her eyeglass orderShe stated thatshe was reimbursed her out-of-pocket for the eyeglasses by her credit card company but wanted her materialbenefits reinstatedMs*** was advised that her material benefits would be reinstated for customersatisfaction purposes.In summary, we thank Ms*** for voicing her concerns regarding the challenges she encountered whileusing her vision benefitsThe eyeglass benefit has been reinstated and she is currently eligible for a pair ofeyeglasses or contact lenses.For further inquiries, please contact the Davis Vision Complaints and Appeals Department at ###-###-####,fax at ###-###-#### or in writing to Davis Vision Attn: Complaints and Appeals Department, *** *** ***Latham, NY 12110.Sincerely,Angela F*Quality Coordinator II, Complaints and Appeals Department
To Whom It May Concern: I've already filed a complaint regarding Davis Vision in Latham NY. My new eyeglasses had taken Davis nearly 3 months and 3 pairs of lenses re-makes to get correct. The lenses kept coming back scratched. This is now ok. What is not ok is that I had purchased out of network,...
and NEW Silhouette eyeglasses frames that were expensive at my cost. And yet Davis somehow managed to send these back with a different colored nose bridge! Rest assured, I did NOT send them in this way. Somehow, Davis mixed up my frame's components or parts. How can you do this? I have a standing complaint with the NY Revdex.com already. The Davis Vision supervisor's name, Jeff E[redacted] He won't return my voicemails. This needs to be resolved here. I want the expensive frames the way I bought them. They are, Silhouette 5479 Fusion satined brown color 6059. Thanks for your diligence here! [redacted]
We have received your recent inquiry regarding our member James Peck. We trust the following information will address our member’s recent inquiry. As we understand Mr. [redacted] complaint, he is dissatisfied with the stipulation in his vision benefit that requires all services be received...
within 90-days. He stated that he had an examination in the past but did not purchase eyeglasses and now he is not eligible to receive services until 2018. Our investigation confirmed Mr. [redacted] had a routine examination on November 28, 2016 at Visionworks and did not purchase eyeglasses during that visit. The benefit plan offered through the New York State Vision Plan allows the member to receive an examination and contact lenses fitting with either eyeglasses or contact lenses once every 24 months. The member must select eyewear within 90-days of receiving the examination from a participating provider. If the member does not select their eyewear within the 90-days provided then the member must wait until they are eligible for their next examination. Since the member did not utilize the material portion of his benefit by February 26, 2017, he will next be eligible for benefits on November 28, 2018. For further inquiries, please contact the Davis Vision Complaints and Appeals Department at ###-###-####, fax at ###-###-#### or in writing to Davis Vision Attn: Complaints and Appeals Department, P.O. Box 791, Latham, NY 12110.
Good Morning [redacted] I apologize that you did not receive the response sent to you via email on July 31, 2017. Please find attached the response for Member Name: [redacted] Thank you, June T[redacted]Compliance Reviewer-Complaints & Appeals Department Davis Vision711 Troy Schenectady Road | Latham, NY 12110 Office: 518.220.6227 | Faxl: 888.343.3475 jt[redacted]@davisvision.com | www.davisvision.com Member Name: [redacted]Case Number: [redacted] Davis Vision Ticket Number: [redacted] Dear [redacted] We have received your recent inquiry regarding our member [redacted]. We trust the following information will address our member’s recent inquiry. As we understand Mr. [redacted]’s complaint, he is dissatisfied with the timeframe for receiving his eyewear. Mr. [redacted] states the lenses came in scratched three times and then the last pair came back with a different color bridge. Mr. [redacted] is requesting that his eyewear be fabricated accurately. Our investigation shows that the member’s original order was placed on May 3, 2017. Our records show that a redo order was placed on June 21, 2017, and a third redo order was placed on July 5, 2017 for scratched lenses prior to dispensing. This final order shipped on July 26, 2017 but was not satisfactory to the provider to be dispensed. Additionally, the provider has reported that the nose bridge from the frame was switched to a different color. In response to this situation, Davis Vision has replaced the frame and has approved payment to the provider office, Dr [redacted], for fabrication of the spectacle lenses by their own laboratory. Additionally, Davis Vision will be fabricating a complimentary pair of eyeglasses once the original order is completed. Mr. [redacted] was contacted on July 31, 2017 to advise of this resolution. Mr. [redacted] was advised that he can choose any Davis Vision frame from the Exclusive Frame Collection at no charge, plus receive prescription spectacle lenses and any additional lens enhancements at no charge in recognition of his challenges. Mr. [redacted] stated that he was satisfied with this resolution. If you have any questions or require further assistance, please feel free to contact me via telephone at 1-888-377-0914, extension [redacted]or in writing at Davis Vision, Inc., Attn: Quality Assurance Patient Advocate Department, P.O. Box 791, Latham, NY 12110.Sincerely, June T[redacted]Quality Assurance Compliance Reviewer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
U Michigan
Davis Vision is correct in stating that I was dissatisfied with the
information that I received from the customer service representativeHowever,
the reason I was dissatisfied is because the information I was given was
factually inaccurateBecause I was explicitly told by a Davis Vision
representative that I would have to pay a contact lens fitting fee, I of course
agreed to pay the fee at the time of my first visitDuring my visit, I was
told that my current set of lenses ([redacted]) were very out-of-date and that
optometrists were reluctant to prescribe themEven after I stated that I
hadn't had any issues using the lenses, I was given trial pairs of other
contactsIf I had been told that the fitting fee was only implemented under
certain circumstances (getting a non-Davis vision lens), I would have been much
more adamant about keeping my [redacted] lenses.
Additionally, there is no reason why I would not be a candidate for a
Davis Vision lens, and during my last visit I was explicitly told by the doctor's
office that because they did not carry [redacted], I'd have to get something else
Again, had I been given the correct information about what my insurance plan
included before my first visit, I would have asked specifically for [redacted]
and left the office without the exam if they could not provide the lensIf
necessary, I would be happy to go back to the office to get fitted into the
[redacted] lenses to receive my reimbursementThe only reason I ended up with the [redacted] lens is
that it took weeks of back-and-forth communication with a Davis Vision
representative to try to resolve this issue, and I no longer had usable
contacts or glassesAdditionally, there was no indication of when this matter
would be resolved (I was told the office would have to order the contacts, but
was not given information on how long it would take or what the cost would be.)
I have a difficult time understanding how a business can repeatedly provide
inaccurate information to customers and then refuse to be held accountable for
the information they gave
Regards,
[redacted]
We have received your recent inquiry regarding our member Renee [redacted]. We trust the following information will address our member's recent inquiry. As we understand Ms. [redacted]'s complaint, she is dissatisfied because she was not reimbursed for the contact lenses she purchased fromLindy...
Eye Care, a non-participating provider on November 14,2015. The member states that the vision benefit offered to her by heremployer entitles her to be reimbursed I 00% of the first $25.00 and then 80% of the balance up to the maximum reimbursementamount of$150.00. The member submitted a claim for services rendered on January 10,2015 and was reimbursed $77.00. Shesubmitted a separate claim for the services she received on November 14, 2015. The claim for the November 14, 2014 services deniedas the benefit had already been used for the benefit cycle. The member is requesting the remainder of her out-of-networkreimbursement as she states she was not aware of the stipulation in her benefit that requires that all services be submitted at one-timewith one Direct Reimbursement Claim Form.Our investigation shows that the two claim forms were received at the same time and one claim was reimbursed under the visionbenefit and the second was denied as the benefit had been utilized. Under the vision benefits, members can submit one claim only withdifferent dates of service for an examination, eyeglasses or contact lenses. An exception was made to reimburse the member for thecontact lenses she purchased on November 14,2015 so that she receives the maximum reimbursement allowed under the benefit,which is $150.00. Please note that the claim was reprocessed on March I 0, 2016, and Ms. [redacted] she can expect a reimbursement checkin the amount of$73.00 within the next 15-days. In the future, all services received must be submitted on one claim form.If you have any questions or require further assistance, please feel free to contact me via telephone at 1-888-377-0914, extension26107 or in writing at Davis Vision, Inc., Attn: Quality Assurance Department, P.O. Box 791, Latham, NY 12110.Sincerely, Angela [redacted] Compliance Reviewer, Complaints and Appeals Department
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.
Regards,
[redacted]
August 25, 2015Revdex.com, Inc.C/O [redacted], Complaint Handler ext. 283100 Bryant Woods SouthAmherst, NY 14228Member Name: [redacted]Case Number: [redacted]Davis Vision Ticket Number: [redacted]Dear [redacted]:We have received your recent inquiry regarding our member [redacted]. We trust the following information will address our member's recent inquiry.As we understand [redacted]'s complaint, she was dissatisfied that her claim for an eye examination and contact lens evaluation, received from Wisconsin Vision, was not processed in a timely manner, which has resulted in the office sending her a bill for services. [redacted] stated that per her telephone call with the Customer Service Department at Davis Vision, she was informed that the claim was being processed only to learn the claim was not paid. She is requesting that the claim be processed and that she receive notification by telephone when this has occurred.We thank [redacted] for voicing her concerns regarding the challenges she experienced with her claim not being processed in a timely manner. Please note that the claim has been processed and a telephone call was made to [redacted] to inform her. Additionally, Wisconsin Vision was informed that the claim was processed and that they will receive payment for the services rendered to [redacted]. If you have any questions or require further assistance, please feel free to contact me via telephone at 1- ###-###-####, extension [redacted] or in writing at Davis Vision, Inc., Attn: Quality Assurance PatientAdvocate Department, P.O. Box 791, Latham, NY 12110. Sincerely,Mefanie A[redacted]Complaints & Appeals Department, Compliance Reviewer
August 13, 2015Revdex.com, Inc. (Upstate, NY)Attn: [redacted], Complaint Handler, ext. [redacted]100 Bryant Woods SouthAmherst, NY 14228Member Name: [redacted]Patient...
Name: [redacted]Case ID #: [redacted]Davis Vision Ticket # [redacted]Dear [redacted]:We have received your most recent inquiry regarding member, [redacted].As per our telephone conversation on August 10, 2015, we are unable to locate the member in our system with the information you have provided. At this time, we will be closing out the inquiry. If you could supply the policy holder's name and identification number, we will re-open the inquiry and respond in a timely manner.If you have any questions or require further assistance, please feel free to contact me via telephone at ###-###-####, extension [redacted] or in writing at Davis Vision, Inc., Attn: Quality Assurance PatientAdvocate Department, P.O. Box 791, Latham, NY 12110.Sincerely, Diane M[redacted]Complaint and Appeals Department
We have received your recent inquiry regarding member, [redacted] We trust the followinginformation will address our member's recent inquiry.Davis Vision administers routine vision coverage for FEP- Blue Vision through which Mr.[redacted] carries his vision benefit.As we understand Mr. [redacted]...
complaint, he has submitted direct reimbursement claim formsfor eye examinations and eyeglasses for his wife and himself. The claims were initially deniedfor "based on the information provided on the claim form submitted, the member/patient is notlisted on our files for vision coverage."A review of the claim submissions found that they were submitted with the [redacted] address inHong Kong, and his file in Davis Vision's system reflected their address in the United States.Our office has spoken with Mr. [redacted] and advised him that he had to update his address withBenefeds, and once that was completed, we could reprocess the denied claims.At his time, the address has been updated in the Davis Vision system, and both Mr. and Mrs.[redacted]' s claims are being reprocessed for reimbursement.If you have any questions or require further assistance, please feel free to contact me viatelephone at ###-###-####, extension 26083 or in writing at Davis Vision, Inc., Attn:Complaints and Appeals Department, P.O. Box 791, Latham, NY 12110.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. My Eye Doctor office staff confirmed with Davis Vision, on March 24th, that I continue to *not have vision insurance through Davis Vision. The problem has not been corrected. Regards, [redacted]
Dear ***: We have received your recent inquiry regarding our member *** ***We trust the following information will address our member's recent inquiry. Davis Vision administers routine vision care coverage for Independence Blue Cross Blue Shield through which Mr*** carries
his vision benefit. As we understand Mr ***'s complaint, he has been trying to receive routine vision services and could not as Davis Vision informed him that he was not an active memberMr*** is requesting that the vision coverage be activated with Davis VisionHe is also requesting that he be compensated for the February premium as he could not use the benefits during that time. Our investigation confirmed that there was an issue obtaining the electronic file from Independence Blue Cross Blue Shield that was required to activate Mr***'s vision benefitsThis issue has been resolved and the electronic file was received today indicating active vision coverage. Regarding Mr***'s request for compensation for the February premium, I have the following to offer Davis Vision does not have the authority to approve a refund of the premiums collected by Independence Blue Cross Blue ShieldMr*** would need to contact Independence Blue Cross Blue Shield regarding this requestIn summary, I did speak to Mr*** today regarding his concern and advised him that Davis Vision has received his electronic file. He may now make a routine vision appointment. If you have any questions or require further assistance, please feel free to contact me via telephone at *** extensionor in writing at Davis Vision, Inc., Attn: Quality Assurance Department, P.OBox 791, Latham, NY 12110. Sincerely, Janine *** Compliance Reviewer, Complaints & Appeals Department
We have received your recent inquiry regarding our member *** ** ***. We trust the following information will address our member’s recent inquiryAs we understand Ms*** complaint, she was dissatisfied with the information she was provided by Davis Vision Customer Service
Representatives in regards to her contact lens benefitShe states that the complete benefit was not provided during her call and as a result, she paid $for her contact lens fitting. Ms*** is requesting that she be reimbursed the $she paid for the contact lens fittingUnder the vision benefit the member is allowed an examination every January 1st along with one pair of eyeglasses or a pair of contact lensesThere is not a separate component for a contact lens evaluation and fittingIf a member is fit into contact lenses from the Davis Vision Contact Lens Collection then the contact lens fitting will also be coveredIf a member is fit with non-Davis Vision contact lenses, a $credit will be applied to the contact lens purchase and the contact lens fittingThe member would then responsible for any remaining balanceWe confirmed with *** *** *** that during the evaluation and fitting process the member was fit with *** *** ***, which is a non-Davis Vision contact lensThe member was advised at the time of her visit that she would be responsible for the contact lens evaluation and fitting fee and she agreed to the chargesIn summary, Davis Vision acknowledges the information the member received from Customer Service Representatives was not thorough regarding her contact lens vision benefit; however, the member was not a candidate for Davis Vision Contact Lenses and is responsible for the cost of the contact lens ev
***,Revdex.com:
nversation on 8/10/2015)Thank you for your help ***
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
When we talked on August 10th to davis vision they were able to identify my account,details of invoice from December 10, and able to figuer out that "for some reason the system is denying the bill, which it should not be." They thought it would take few days before they can clear the claimSo the information that they are providing to Revdex.com regarding phone conversation on august 10th is absolutely wrongInfact they have all the conversation well listed in their system,.To find out my records here is the informationMy name: *** *** (not *** as they listed on their response)
Primary account holders name: *** ***Account number *** (as verified on phone c
Regards,
*** ***
Good Afternoon, I have contacted Mr*** and left detailed voice messages informing him that his benefit is available to him. I have not received a call back from Mr***. Please be advised that Klim Vision Care has obtained an authorization for vision services for Mr***. Please let me know if you require additional information regarding Mr***'s concerns. Janine *** Team Lead, Complaints and Appeals Department Davis Vision
Good Morning,We have received your recent inquiry regarding our member *** ***We trust the following information will address our member’s recent inquiry. As we understand Mr***s complaint, he is dissatisfied with the timeframe for receiving his eyewear and the lack of follow
through he received from Davis Vision Customer Service RepresentativeDue to his dissatisfaction, Mr*** is requesting that his material benefit be reinstated and that he receive a refund from Davis Vision for his out of pocket costs Davis Vision acknowledges that there were delays with Mr***s eyeglass order. In acknowledgment of the delays, Davis Vision will be refunding the $cost Mr*** paid for the eyewearMr*** was contacted on June 30, to advise him of this resolution and that he can expect to receive this refund within 15- business daysMr*** confirmed that he was satisfied with this resolution If you have any questions or require further assistance, please feel free to contact me via telephone at ***, extension ***or in writing at Davis Vision, Inc., Attn: Quality Assurance Patient Advocate Department, P.OBox 791, Latham, NY 12110.Janine C***
April 10,2015***Complaint HandlerThe Revdex.comBryant Woods SouthAmherstNY 14228Member Name: *** ** ***Case Number: ***Davis Vision Ticket Number: ***Dear ***:We have received your recent inquiry regarding our member *** ** ***We trust the following
information will address' our member's recent inquiry.As we understand *** ***'s complaintshe is dissatisfied with delay in receiving the eyeglasses that she ordered on January 10,2015 from *** *** *** ***The member stated that the eyeglasses have been made numerous times, and she has yet to receive an acceptable pair of eyeglassesThe member is requesting: assistance so that she may receive her eyeglasses.Our investigation of the eyeglass order confirms that there have been multiple failed quality inspections for this eyeglass orderI have spoken to *** the optician at *** *** *** *** and advised that I will be partnering with the manager of the laboratory to ensure a satisfactory completion of the eyeglass orderOnce the eyeglasses pass a final quality inspection the eyewear is then estimated to ship to his providers office on or about April 13,We will continue to monitor this job and will keep *** *** notified if this estimated shipping date changes.In Summary, we understand that the total time frame of the eyeglass order placed on January 10, was longer than expected, and we thank *** *** for voicing her concerns regarding her experienceDavis Vision strives for excellence in customer satisfactionand we understand the frustration that is experienced when members do not receive their eyewear within the expected time frameIn acknowledgment of *** ***'s concerns, a Davis Vision authorized reimbursement in the amount of $on March 2015, which equals the copayments for the optional lens enhancementsWe will contact *** *** when her order is ready to ship to the provider's office.If you have any questions or require further assistanceplease feel free to contact me via telephone at 1-888-377-0914, extension at Davis Vision Inc, Attn: Assurance PO, Box 791, LathamNY
We have received your recent inquiry regarding our member ***L***We trust the following information will address our member"s recent inquiryAs we understand Ms***'s complaint, she is dissatisfied with the time frame for receiving reimbursement on her contact lens claimMs***
advised that she forward ed the claim and the receipts in of January and recently received a denial notice from Davis Vision indicating that she is not covered under the policyMs*** believes that she supplied all the necessary information to process her claimShe is questioning if perhaps her claim was processed under another member's accountOur investigation confirmed that Ms*** submitted a reimbursement claim for contact lenses that were purchased on January 4, 2016, in the amount of $A review of the claim form indicates the member identification number was not provided on the formSince no identification number was provided on the claim form, the claim was correctly deniedOn February 10, a denial letter was sent to the name and address listed on the claim form, which was Ms***Regarding Ms***'s request for an email address I have the following to offerMembers must mail completed claim forms to the address listed on the reimbursement claim formDavis Vision does not offer an email address for claimssubmissionln the future, we encourage Ms*** to contact our Customer Service Department directly for assistance with her claims or any vision benefit concernsThe dedicated Customer Service number is 1-877-393-7363.We thank Ms*** for voicing her concerns regarding the challenges she experienced with her denied claimPlease note that on February 24, 2016, I requested the claim be reprocessed under Ms***'s vision coverageShe can expect a reimbursement check in the amount of $35.95, within the next 15-daysIf you have any questions or require further assistance, please feel free to contact me via telephone at 1-888-343-3470,extension or in writing at Davis Vision, Inc., Attn: Quality Assurance Department, P.OBox 791, Latham, NY 12110. Sincerely, Janine C*** Compliance Reviewer, Complaints & Appeals Dept
Member Name: *** ***Case Number: ***Davis Vision Ticket Number: ***Dear ***:We have received your recent inquiry regarding our member *** ***We trust the following informationwill address our member’s recent inquiry.As we understand Ms***’s complaint, she is
*Quality Coordinator II, Complaints and Appeals Department
dissatisfied with the service she received from the office ofDrJohn SG***, Jrregarding the eyeglasses she ordered on September 28, She states that due to thedelay in receiving her eyeglass order she requested that the office cancel the orderMs*** is requestingthat her material benefits be reinstated so that she can have her eyeglass prescription filled elsewhere.Our investigation confirmed the Ms*** received an examination and ordered one pair of polycarbonate,single vision lenses with premium anti-reflective coating, in a non-plan frame on September 28, Wecontacted Ms*** on October 26, and she advised that she had cancelled her eyeglass order due to thelevel of service that she received and the delay experienced with receiving her eyeglass orderShe stated thatshe was reimbursed her out-of-pocket for the eyeglasses by her credit card company but wanted her materialbenefits reinstatedMs*** was advised that her material benefits would be reinstated for customersatisfaction purposes.In summary, we thank Ms*** for voicing her concerns regarding the challenges she encountered whileusing her vision benefitsThe eyeglass benefit has been reinstated and she is currently eligible for a pair ofeyeglasses or contact lenses.For further inquiries, please contact the Davis Vision Complaints and Appeals Department at ###-###-####,fax at ###-###-#### or in writing to Davis Vision Attn: Complaints and Appeals Department, *** *** ***Latham, NY 12110.Sincerely,Angela F
To Whom It May Concern: I've already filed a complaint regarding Davis Vision in Latham NY. My new eyeglasses had taken Davis nearly 3 months and 3 pairs of lenses re-makes to get correct. The lenses kept coming back scratched. This is now ok. What is not ok is that I had purchased out of network,...
and NEW Silhouette eyeglasses frames that were expensive at my cost. And yet Davis somehow managed to send these back with a different colored nose bridge! Rest assured, I did NOT send them in this way. Somehow, Davis mixed up my frame's components or parts. How can you do this? I have a standing complaint with the NY Revdex.com already. The Davis Vision supervisor's name, Jeff E[redacted] He won't return my voicemails. This needs to be resolved here. I want the expensive frames the way I bought them. They are, Silhouette 5479 Fusion satined brown color 6059. Thanks for your diligence here! [redacted]
We have received your recent inquiry regarding our member James Peck. We trust the following information will address our member’s recent inquiry. As we understand Mr. [redacted] complaint, he is dissatisfied with the stipulation in his vision benefit that requires all services be received...
within 90-days. He stated that he had an examination in the past but did not purchase eyeglasses and now he is not eligible to receive services until 2018. Our investigation confirmed Mr. [redacted] had a routine examination on November 28, 2016 at Visionworks and did not purchase eyeglasses during that visit. The benefit plan offered through the New York State Vision Plan allows the member to receive an examination and contact lenses fitting with either eyeglasses or contact lenses once every 24 months. The member must select eyewear within 90-days of receiving the examination from a participating provider. If the member does not select their eyewear within the 90-days provided then the member must wait until they are eligible for their next examination. Since the member did not utilize the material portion of his benefit by February 26, 2017, he will next be eligible for benefits on November 28, 2018. For further inquiries, please contact the Davis Vision Complaints and Appeals Department at ###-###-####, fax at ###-###-#### or in writing to Davis Vision Attn: Complaints and Appeals Department, P.O. Box 791, Latham, NY 12110.
Good Morning [redacted] I apologize that you did not receive the response sent to you via email on July 31, 2017. Please find attached the response for Member Name: [redacted] Thank you, June T[redacted]Compliance Reviewer-Complaints & Appeals Department Davis Vision711 Troy Schenectady Road | Latham, NY 12110 Office: 518.220.6227 | Faxl: 888.343.3475 jt[redacted]@davisvision.com | www.davisvision.com Member Name: [redacted]Case Number: [redacted] Davis Vision Ticket Number: [redacted] Dear [redacted] We have received your recent inquiry regarding our member [redacted]. We trust the following information will address our member’s recent inquiry. As we understand Mr. [redacted]’s complaint, he is dissatisfied with the timeframe for receiving his eyewear. Mr. [redacted] states the lenses came in scratched three times and then the last pair came back with a different color bridge. Mr. [redacted] is requesting that his eyewear be fabricated accurately. Our investigation shows that the member’s original order was placed on May 3, 2017. Our records show that a redo order was placed on June 21, 2017, and a third redo order was placed on July 5, 2017 for scratched lenses prior to dispensing. This final order shipped on July 26, 2017 but was not satisfactory to the provider to be dispensed. Additionally, the provider has reported that the nose bridge from the frame was switched to a different color. In response to this situation, Davis Vision has replaced the frame and has approved payment to the provider office, Dr [redacted], for fabrication of the spectacle lenses by their own laboratory. Additionally, Davis Vision will be fabricating a complimentary pair of eyeglasses once the original order is completed. Mr. [redacted] was contacted on July 31, 2017 to advise of this resolution. Mr. [redacted] was advised that he can choose any Davis Vision frame from the Exclusive Frame Collection at no charge, plus receive prescription spectacle lenses and any additional lens enhancements at no charge in recognition of his challenges. Mr. [redacted] stated that he was satisfied with this resolution. If you have any questions or require further assistance, please feel free to contact me via telephone at 1-888-377-0914, extension [redacted]or in writing at Davis Vision, Inc., Attn: Quality Assurance Patient Advocate Department, P.O. Box 791, Latham, NY 12110.Sincerely, June T[redacted]Quality Assurance Compliance Reviewer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
U Michigan
Davis Vision is correct in stating that I was dissatisfied with the
information that I received from the customer service representativeHowever,
the reason I was dissatisfied is because the information I was given was
factually inaccurateBecause I was explicitly told by a Davis Vision
representative that I would have to pay a contact lens fitting fee, I of course
agreed to pay the fee at the time of my first visitDuring my visit, I was
told that my current set of lenses ([redacted]) were very out-of-date and that
optometrists were reluctant to prescribe themEven after I stated that I
hadn't had any issues using the lenses, I was given trial pairs of other
contactsIf I had been told that the fitting fee was only implemented under
certain circumstances (getting a non-Davis vision lens), I would have been much
more adamant about keeping my [redacted] lenses.
Additionally, there is no reason why I would not be a candidate for a
Davis Vision lens, and during my last visit I was explicitly told by the doctor's
office that because they did not carry [redacted], I'd have to get something else
Again, had I been given the correct information about what my insurance plan
included before my first visit, I would have asked specifically for [redacted]
and left the office without the exam if they could not provide the lensIf
necessary, I would be happy to go back to the office to get fitted into the
[redacted] lenses to receive my reimbursementThe only reason I ended up with the [redacted] lens is
that it took weeks of back-and-forth communication with a Davis Vision
representative to try to resolve this issue, and I no longer had usable
contacts or glassesAdditionally, there was no indication of when this matter
would be resolved (I was told the office would have to order the contacts, but
was not given information on how long it would take or what the cost would be.)
I have a difficult time understanding how a business can repeatedly provide
inaccurate information to customers and then refuse to be held accountable for
the information they gave
Regards,
[redacted]
We have received your recent inquiry regarding our member Renee [redacted]. We trust the following information will address our member's recent inquiry. As we understand Ms. [redacted]'s complaint, she is dissatisfied because she was not reimbursed for the contact lenses she purchased fromLindy...
Eye Care, a non-participating provider on November 14,2015. The member states that the vision benefit offered to her by heremployer entitles her to be reimbursed I 00% of the first $25.00 and then 80% of the balance up to the maximum reimbursementamount of$150.00. The member submitted a claim for services rendered on January 10,2015 and was reimbursed $77.00. Shesubmitted a separate claim for the services she received on November 14, 2015. The claim for the November 14, 2014 services deniedas the benefit had already been used for the benefit cycle. The member is requesting the remainder of her out-of-networkreimbursement as she states she was not aware of the stipulation in her benefit that requires that all services be submitted at one-timewith one Direct Reimbursement Claim Form.Our investigation shows that the two claim forms were received at the same time and one claim was reimbursed under the visionbenefit and the second was denied as the benefit had been utilized. Under the vision benefits, members can submit one claim only withdifferent dates of service for an examination, eyeglasses or contact lenses. An exception was made to reimburse the member for thecontact lenses she purchased on November 14,2015 so that she receives the maximum reimbursement allowed under the benefit,which is $150.00. Please note that the claim was reprocessed on March I 0, 2016, and Ms. [redacted] she can expect a reimbursement checkin the amount of$73.00 within the next 15-days. In the future, all services received must be submitted on one claim form.If you have any questions or require further assistance, please feel free to contact me via telephone at 1-888-377-0914, extension26107 or in writing at Davis Vision, Inc., Attn: Quality Assurance Department, P.O. Box 791, Latham, NY 12110.Sincerely, Angela [redacted] Compliance Reviewer, Complaints and Appeals Department
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.
Regards,
[redacted]
August 25, 2015Revdex.com, Inc.C/O [redacted], Complaint Handler ext. 283100 Bryant Woods SouthAmherst, NY 14228Member Name: [redacted]Case Number: [redacted]Davis Vision Ticket Number: [redacted]Dear [redacted]:We have received your recent inquiry regarding our member [redacted]. We trust the following information will address our member's recent inquiry.As we understand [redacted]'s complaint, she was dissatisfied that her claim for an eye examination and contact lens evaluation, received from Wisconsin Vision, was not processed in a timely manner, which has resulted in the office sending her a bill for services. [redacted] stated that per her telephone call with the Customer Service Department at Davis Vision, she was informed that the claim was being processed only to learn the claim was not paid. She is requesting that the claim be processed and that she receive notification by telephone when this has occurred.We thank [redacted] for voicing her concerns regarding the challenges she experienced with her claim not being processed in a timely manner. Please note that the claim has been processed and a telephone call was made to [redacted] to inform her. Additionally, Wisconsin Vision was informed that the claim was processed and that they will receive payment for the services rendered to [redacted]. If you have any questions or require further assistance, please feel free to contact me via telephone at 1- ###-###-####, extension [redacted] or in writing at Davis Vision, Inc., Attn: Quality Assurance PatientAdvocate Department, P.O. Box 791, Latham, NY 12110. Sincerely,Mefanie A[redacted]Complaints & Appeals Department, Compliance Reviewer
August 13, 2015Revdex.com, Inc. (Upstate, NY)Attn: [redacted], Complaint Handler, ext. [redacted]100 Bryant Woods SouthAmherst, NY 14228Member Name: [redacted]Patient...
Name: [redacted]Case ID #: [redacted]Davis Vision Ticket # [redacted]Dear [redacted]:We have received your most recent inquiry regarding member, [redacted].As per our telephone conversation on August 10, 2015, we are unable to locate the member in our system with the information you have provided. At this time, we will be closing out the inquiry. If you could supply the policy holder's name and identification number, we will re-open the inquiry and respond in a timely manner.If you have any questions or require further assistance, please feel free to contact me via telephone at ###-###-####, extension [redacted] or in writing at Davis Vision, Inc., Attn: Quality Assurance PatientAdvocate Department, P.O. Box 791, Latham, NY 12110.Sincerely, Diane M[redacted]Complaint and Appeals Department
We have received your recent inquiry regarding member, [redacted] We trust the followinginformation will address our member's recent inquiry.Davis Vision administers routine vision coverage for FEP- Blue Vision through which Mr.[redacted] carries his vision benefit.As we understand Mr. [redacted]...
complaint, he has submitted direct reimbursement claim formsfor eye examinations and eyeglasses for his wife and himself. The claims were initially deniedfor "based on the information provided on the claim form submitted, the member/patient is notlisted on our files for vision coverage."A review of the claim submissions found that they were submitted with the [redacted] address inHong Kong, and his file in Davis Vision's system reflected their address in the United States.Our office has spoken with Mr. [redacted] and advised him that he had to update his address withBenefeds, and once that was completed, we could reprocess the denied claims.At his time, the address has been updated in the Davis Vision system, and both Mr. and Mrs.[redacted]' s claims are being reprocessed for reimbursement.If you have any questions or require further assistance, please feel free to contact me viatelephone at ###-###-####, extension 26083 or in writing at Davis Vision, Inc., Attn:Complaints and Appeals Department, P.O. Box 791, Latham, NY 12110.
Compliant has been resolved.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. My Eye Doctor office staff confirmed with Davis Vision, on March 24th, that I continue to *not have vision insurance through Davis Vision. The problem has not been corrected. Regards, [redacted]
We are unable to locate you with the information provided please provide us your ID # and the person who is insured.